Complainants paid millions

Second-highest number of insurance complaints emanated from homeowners.

Motor vehicle insurance attracted the highest number of complaints South from African short-term insurance policyholders last year. For those with longterm insurance cover, funeral policy benefits were the biggest bone of contention.

This is according to the 2023 joint annual report of the ombuds for short-term and long-term insurance, which was published on Wednesday.

Edite Teixeira-Mckinon, CEO of the ombud for short-term insurance (Osti), says approximately 40% of all complaints were related to motor vehicle insurance.

"The majority was accident-related claims that the insurers had declined based on exclusions in the particular policy." Most of the exclusions resulted from speeding, followed by misrepresentation or non-disclosure at the time of taking out the policy, during its term, or when the claim was submitted.

The second-highest number of complaints (25%) emanated from homeowner claims that had also been rejected due to exclusions.

Under this category, the highest number of complaints came from claims related to acts of nature at 44.7%. In 2022, these complaints were 45.1%.

The report states that claims were rejected based on "gradual deterioration, lack of maintenance, wear and tear and defects in design or construction".