Your communication is important to us.  Your matter will be fairly and promptly attended to by a dedicated Complaints Resolution Administrator who will thoroughly investigate and try to resolve your complaint within 5 working days.

Kindly submit your complaint by calling us on 031 570 7600 or sending an email to [email protected].  Please have your policy number or ID number on hand when you contact us.

The six TCF outcomes have been adopted by IUA and have become an inherent part of all areas of our business.  IUA maintains a client centric focus which is geared towards customer satisfaction and fair treatment of a policyholder.  Please submit a complaint if you feel that:

• Products and services sold to you did not meet your needs;
• You were not provided with clear and easy to understand information;
• You were not kept informed or updated throughout your dealings with us;
• You were not provided with suitable and correct advice;
• The products and associated service did not perform as you were led to expect; or
• You found it difficult to communicate with us when switching providers, submitting a claim or lodging a complaint.

Ombudsman for Long Term Insurance (OLTI)
Private Bag X45, Claremont, Cape Town, 7735
Tel: 021 657 5000 / 0860 103 236
Email: [email protected]

Ombudsman for Short Term Insurance (OSTI)
PO Box 32334, Braamfontein, Johannesberg, 2017
Tel: 011 726 8900 / 0860 726 890
Email: [email protected]

FAIS Ombud
PO Box 74571, Lynnwood Ridge, 0040
Tel: 012 470 9080 / 012 762 5000
Email: [email protected]za