Home › Rights by Province › Gauteng › Insurance Claim Rejection

Insurance Claim Rejection in Gauteng

South African insurers must act in good faith and cannot reject claims on technical grounds that do not materially affect the risk. If your insurer rejects your claim in Gauteng, you can challenge the decision through the Ombudsman for Short-term or Long-term Insurance at no cost.

The Law That Protects You

Short-term Insurance Act 53 of 1998 / Long-term Insurance Act 52 of 1998 — Section 53
Insurers must deal fairly with policyholders and cannot rely on misrepresentation or non-disclosure unless it is material to the risk insured.
Financial Advisory and Intermediary Services Act 37 of 2002 (FAIS) — Section 7
Financial service providers must render financial services honestly, fairly, and with the necessary skill, care, and diligence.

What To Do — Step by Step

  1. Step 1. Obtain the written rejection letter and identify the specific ground for rejection.

  2. Step 2. If the rejection is based on non-disclosure, assess whether the undisclosed information was truly material — courts have found that immaterial non-disclosure does not justify rejection.

  3. Step 3. Send a formal written complaint to the insurer's complaints department, citing the policy and relevant legislation.

  4. Step 4. If unresolved within 30 days, lodge a complaint with:

  5. Step 5. — Ombudsman for Short-term Insurance (OSTI): 0860 726 890 for vehicle, home, and commercial policies;

  6. Step 6. — Ombudsman for Long-term Insurance: 0860 103 236 for life, disability, and funeral policies. Both services are free.

Frequently Asked Questions

Can my insurer reject a claim because I forgot to update one detail in Gauteng?
Not automatically. The non-disclosure must be material — meaning it would have affected the insurer's decision to insure you or the premium charged. Courts have routinely set aside rejections based on immaterial technical non-disclosure.
What if my insurer is delaying payment of a valid claim in Gauteng?
Unreasonable delay in payment of a valid claim is an unfair practice. Lodge a complaint with the relevant Ombud. Insurers typically also owe mora interest on late payments.
Does the Ombud's decision bind the insurer in Gauteng?
Ombud determinations are binding up to the prescribed limit (typically R3 million for OSTI). The insurer can appeal to a High Court, but must give notice of its intention to do so.

Legal Resources in Gauteng

📋 CCMA: Johannesburg CCMA (011 377 6650) or Pretoria CCMA (012 843 1000)

⚖️ Legal Aid SA: Legal Aid South Africa — Johannesburg (011 877 2000) or Pretoria (012 325 1726)

🏛️ High Court: Gauteng Division of the High Court (Johannesburg: 011 335 0082 | Pretoria: 012 315 0868)

🏢 Magistrates' Courts: Johannesburg, Pretoria, Randburg, Soweto, Midrand, and other magistrates' courts

🏠 Rental Housing Tribunal: Gauteng Rental Housing Tribunal (011 355 4000)

Gauteng has the highest volume of labour disputes, housing evictions, and consumer complaints in the country. Multiple CCMA regional offices serve the province.