Why this matters
- Fewer complaints: Fewer clients need to escalate issues
- More accurate claims decisions: Claims are handled correctly from the start
- Greater peace of mind: Less back-and-forth, more certainty
In simple terms:
When you insure with OUTsurance, you can expect fair outcomes, smooth claims processes, and fewer disputes, backed by a proven track record.
What is the National Financial Ombud Scheme (NFO)?
The National Financial Ombud Scheme (NFO) is an independent body that helps South African consumers resolve complaints against financial institutions.
How does the NFO report help you compare insurers?
The NFO publishes an annual report with key metrics that help consumers evaluate insurers:
Are claims decisions fair?
Overturn ratio (resolved with benefit to complainant)
- Shows how often the Ombudsman disagrees with the insurer
- Lower = more accurate decisions upfront
Together, these metrics give you a clear view of an insurer’s service quality, fairness, and consistency.
Click here to download the 2025 report.
2025 Ombudsman Short-Term Results
We recorded the lowest complaints ratio in a decade — only 0.77 complaints per 1 000 claims referred to the National Financial Ombudsman (NFO).
OUTsurance recorded an overturn rate of just 3% — the lowest in the non-life insurance industry. Of 375,099 claims received, only 290 reached a formal complaint and just 8 were overturned.
2025 Ombudsman Short-Term Results
We recorded the lowest complaints ratio in a decade — only 0.77 complaints per 1 000 claims referred to the National Financial Ombudsman (NFO).
OUTsurance recorded an overturn rate of just 3% — the lowest in the non-life insurance industry. Of 375,099 claims received, only 290 reached a formal complaint and just 8 were overturned.
