LegalOmbudsman

Much praise for OUTsurance in Short-term Insurance Ombudsman 2014 Annual Report

Ombudsman report

How do you know an insurer delivers on its promise to insured clients? A good method is to pay attention to what the Short- term Insurance Ombudsman reveals in his annual report!

The annual report reveals how many complaints the Ombudsman has received from unhappy clients and whether there were merits to these claims. In other words – it could reveal how easily a insurance claim is dismissed by a client, leaving the client with no other option than to approach the Ombudsman in an effort to contest such as dismissal of his claim!

The Ombudsman for Short-Term Insurance (OSTI) last week released his report for the 2014 calendar year, summarizing the key activities of his office for this period. The OSTI is an independent body to which clients can complain if they believe they have been treated unfairly by a short-term insurer. The release included statistics on the number of complaints received by the OSTI per 1,000 claims handled by an insurer (the referral rate), as well the OSTI overturn rate, which refers to the percentage of complaints where the OSTI finalised the complaint with some benefit to the complainant.

According to the statistics contained in the OSTI report, OUTsurance did extremely well by comfortably beating the industry average for both the referral rate and the overturn rate. In fact, OUTsurance returned the best performance of all the large typical short-term insurers when the product of these two key numbers is observed, in that only 2.4 claims per 10,000 processed were overturned by the OSTI.

Ernst Gouws, the CEO of OUTsurance remarked following the release of the report; “This is a superb achievement. I am extremely proud of each and every member of our claims staff. To have once again delivered such low referral and overturn rates is proof that we have the right culture and approach in dealing with claims and looking after our clients. At OUTsurance, giving people great value-for-money insurance products does not mean sub-standard service or claim settlements.”

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