When you’re comparing insurers, it often feels like you’re choosing amongst more of the same. Products look similar. Premiums are competitive. Policy wording can blur together. But there’s one moment that separates a good insurer from a great one; and that’s when you claim.
For more than a decade, OUTsurance has been exceeding its own benchmarks, consistently showing up for clients and by raising the bar year after year. Today, that commitment is reflected in delivering the lowest overturn ratio in the non-life industry, proving that doing things differently leads to better outcomes.
Because why be the best when you can be better?
Results that speak louder than words
In 2025, OUTsurance once again lived up to that commitment. According to the 2025 annual report of the National Financial Ombudsman Scheme (NFO), they achieved an overturn rate of just 3% — the lowest overturn ratio in the industry.
Even more telling? This isn’t a once-off result. It’s a decade of steady improvement and consistently proving that you always get something OUT.
OUTsurance also recorded the lowest complaints in a decade of just 0.77 per 1,000 claims.
OUTsurance performance in numbers
In practical terms, this is what clients can expect from OUTsurance: fair decisions, and a smoother claims experience from the start:
- 375,099 claims received
- Only 290 formal complaints at the Ombudsman
- Just 8 cases overturned
Recognition that backs it up
That consistency is also being recognised beyond the numbers. In 2026, OUTsurance has been named News24’s Short-Term Insurer of the Year for the fourth consecutive year; making them the only insurer in South Africa to achieve this since the award launched in 2023.
Four years in a row isn’t momentum. It’s proof.
Proof of a business that delivers, a brand people trust, and a consistently client-first approach that defines everything we do.
What does overturn rate mean?
Put simply, the overturn rate reflects how many complaints submitted to the Ombudsman are decided in favour of the client, rather than the insurer.
So, a lower overturn ratio means fewer decisions had to be corrected, and more claims were handled fairly from the start.
Why this matters to you
Insurance is built on trust. As a client, you expect your claim to be handled fairly, transparently, and without unnecessary friction. But expectations don’t always match reality.
That’s why independent measures like the Ombudsman’s findings are so valuable. They provide an unbiased view of how insurers perform when it really counts.
A low overturn rate isn’t just a statistic; it’s a reflection of:
- Consistent, fair decision-making
- Clear communication with clients
- A commitment to resolving claims properly, not just quickly
More than just paying claims
OUTsurance doesn’t see paying claims as a cost of doing business; it’s at the core of what they do. It’s about showing up when it matters most. It’s about standing behind their promises. And it’s about giving you confidence that you’ve made the right choice.
Because when the unexpected happens, you don’t just want an insurer; You want one that backs you, fairly and consistently.