Complaints

We want to know if something's wrong.

Complaints are free to lodge. Every complaint is acknowledged and investigated, and you can track its status at any time from your FlexiFocus client portal.

Getting started

How to submit a complaint

  1. 1Log in to your FlexiFocus client portal.
  2. 2Select "Register a complaint" from your account menu.
  3. 3Provide your policy number, a description of the issue, and any supporting documents.
  4. 4Submit — it's immediately routed to your broker.
Process

The complaints workflow

From registration through investigation and, where needed, escalation to the insurer — here is how every complaint moves.

  1. 1

    Submission

    Client
    Immediate

    Complaint registered via the FlexiFocus client portal.

  2. 2

    Acknowledgement

    Broker
    2 business days

    Broker acknowledges receipt and confirms understanding of the complaint.

  3. 3

    Referral to UMA

    BrokerAFUM
    1 business day

    Broker submits the complaint and supporting information to AFUM.

  4. 4

    Investigation

    AFUM
    Within 15 business days of registration

    AFUM investigates as UMA; may request further information from the client or broker.

  5. 5a

    Resolution

    AFUM
    Within 15 business days

    Where AFUM can resolve the matter within its mandate, the outcome is communicated in writing.

  6. 5b

    Escalation to Bryte

    AFUMBryte
    Within 5 business days of that determination

    Where AFUM cannot resolve the matter (e.g. disputed liability, indemnity, or policy interpretation), the complaint is escalated to Bryte with AFUM's full investigation file.

  7. 6

    Insurer decision

    Bryte
    Within 15 business days of escalation

    Bryte reviews and issues a final internal decision, communicated to the client via AFUM and the broker.

  8. 7

    External escalation

    Client
    No prescribed limit; NFO requires internal process exhausted first

    If still unresolved, or if you're dissatisfied with the outcome, you may refer the matter externally (see below).

External options

Where to escalate externally

If the internal process does not resolve the matter, or you remain dissatisfied with the outcome, refer it to the correct external body.

Nature of complaint
External body
Contact
Claim rejection, settlement amount, delay, or general service
National Financial Ombud Scheme (NFO) – Non-Life Insurance Division
www.nfosa.co.za | 0860 800 900 | info@nfosa.co.za
Financial advice, product suitability, disclosure, or broker/intermediary conduct
Ombud for Financial Services Providers (FAIS Ombud)
012 762 5000 | info@faisombud.co.za
Concern about how AFUM or the NFO handled the complaint process itself
Financial Sector Conduct Authority (FSCA)
www.fsca.co.za

The NFO absorbed the former Ombudsman for Short-Term Insurance in March 2024, but the FAIS Ombud remains a separate, un-merged scheme for advice and conduct complaints — some complaints may need to go to both.

Read the full policy →Read the full Complaints Policy (PDF) →

Ready to register a complaint?

Log in to your client portal to lodge a complaint and track its progress.

Log in to register a complaint →