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Complaints procedure

Although our commitment is to always provide first class service to you, there may be instances where you feel we have not lived up to your expectations. Should this occur, please use the following complaints procedure:

Lodge a complaint with 1Life Insurance

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Contact a resolutions officer

To escalate a complaint email it to [email protected] for review by a resolutions manager.

Lodge a complaint with an ombud

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If the matter was not resolved to your satisfaction by the resolutions manager, you can lodge a complaint with the relevant ombud. Note that before you lodge a complaint with an ombud you must raise your problem with 1Life Insurance and follow our complaints procedure. Only if you cannot find a satisfactory solution or disagree with 1Life should you refer the matter to an ombud. They are as follows:

Financial Advisory and Intermediary Services Ombudsman:

Telephone: 012 762 5000
Email: [email protected]

National Financial Ombud Scheme South Africa

Telephone: 0860 800 900
Email: [email protected]

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