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Internal complaints resolution

We are committed to delivering excellence and Treating Customers Fairly (TCF). If you have concerns regarding our service, claims management, or any administrative matters, we encourage you to share your feedback. You may submit your complaint either orally or in writing via the following channels:

Customers & Potential Customers:

Service Providers & Suppliers:

If you are a service provider or supplier (such as a repairer, loss adjuster, or assessor) currently working with us or our binder partners, we value your partnership. Should you wish to share any feedback or express dissatisfaction regarding a claim or insurance matter, please reach out to us at:

General:

For any general questions regarding our internal processes or procedures, feel free to contact our team at:

What is a Complaint?

A complaint is any expression of dissatisfaction regarding a Lombard policy or service. This includes allegations that we failed to comply with an agreement or law, or that our actions caused you harm, distress, or unfair treatment.

Who can Complain?

You can lodge a complaint if you have a direct interest in a Lombard policy or service, including:

  • Policyholders and their legal successors.
  • Beneficiaries entitled to policy benefits.
  • Insured Persons and Premium Payers.
  • Members of a Group Scheme.
  • Potential Customers dissatisfied with our advertising or marketing materials.

What we need from you

To ensure a thorough investigation and avoid delays, please include the following in your communication:

  • Your Full Name and Identity Number / Insured Business Details.
  • Your Lombard Policy Number and/or Claim Number.
  • A concise description of what went wrong.
  • What you would consider a fair resolution to the matter.
  • Any documents, photos or other information that support your case.

By submitting a complaint, you consent to Lombard Insurance Company Ltd processing and sharing your personal information to investigate and resolve your grievance. We ensure your data is:

  • Used only for complaints resolution, regulatory reporting, training, and service improvement /reporting.
  • Protected by rigorous safety measures and retained for at least five years after the complaint has been finally determined.
  • Disclosed only to necessary internal teams, mandated binder partners, brokers, service providers, regulatory bodies, Ombuds or any other relevant parties to facilitate your redress.

Our Complaints Journey

  • Acknowledgement & Transparency: We will confirm receipt of your complaint and immediately provide the contact details of the allocated handler that will be handling your matter. We will also outline our expected timelines and how you can escalate the matter internally if needed.
  • Investigation: We will investigate the facts impartially to reach a fair outcome. We aim to finalise standard matters within the agreed turn around times that will be provided to you.
  • Learning: Once resolved, we use the feedback to refine our products and improve how we serve you.

Internal Review Rights

If our initial response does not meet your expectations, you have the right to an Internal Escalation. This second look is conducted by a senior reviewer who was not involved in the first decision.

External complaints resolution

We value long-term relationships and would appreciate the opportunity to make things right if we have fallen short of your expectations. While you have the right to approach an Ombudsman at any time, we encourage you to engage with our internal resolution and escalation processes first. This allows us to apply our core values of Integrity and Empathy to resolve your concern directly and swiftly.

If you remain dissatisfied with our final internal response, or if our feedback is not in your favour, you may seek external redress through the following channels:

The National Financial Ombud Scheme

If you are not satisfied with the outcome of our internal dispute resolution processes, or if our feedback provided to you is not in your favour, then you may submit a complaint to the National Financial Ombud Scheme at:

Physical Address (Johannesburg):
110 Oxford Rd, Houghton Estate,
Johannesburg, Gauteng, 2198

Physical Address (Cape Town):
Claremont Central Building, 6th Floor, 6 Vineyard Road,
Claremont, Western Province, 7700

Email Address:
Telephone Number: 0860-800-900
WhatsApp: 076 574 8055
Website: www.nfosa.co.za

FAIS Ombud

If you are not satisfied with the way the product was sold to you or the disclosures that were made to you, as contemplated in the Financial Advisory and Intermediary Services Act, 37 of 2002 as amended, you may submit your complaint in writing to the FAIS ombud at:

Physical Address:
125 Dallas Avenue Menlyn Central,
Waterkloof Glen, Pretoria 0010

Postal Address:
P O Box 41, Menlyn Park, 0063

Telephone Number: (012) 762 5000
Sharecall: 086 066 3274
Email:
Website: www.faisombud.co.za

FSCA The Financial Sector Conduct Authority

The FSCA is the overarching market conduct regulator that supervises the financial sector to ensure fair treatment of customers and the integrity of financial markets.

Physical Address:
Riverwalk Office Park, Block B, 41 Matroosberg Road, Ashlea Gardens,
Pretoria, 0081

Postal Address:
P O Box 35655, Menlo Park, 0102

Telephone Number: (021) 428 8000
Sharecall: (0800) 20 37 22
Email: 
Website: www.fsca.co.za

Industry Matters

Lombard is a member of the South African Insurance Association (SAIA) and is a signatory to the SAIA Code of Conduct. This Code is a set of mandatory rules and ethical standards that we follow to ensure professional conduct and fair treatment across the insurance industry.

If you have a complaint regarding the manner in which we conduct our business or an alleged breach of these ethical rules which could not be resolved directly through our internal processes, you may submit a complaint to SAIA. Please note that SAIA does not adjudicate on individual claim disputes or policy interpretations, which should be directed to the National Financial Ombud Scheme.

Postal Address:
PO Box 5098, Weltevreden Park, 1715

Telephone Number: 011 726 5381
Fax Number: 086 647 2275
Email: