The consequences of not reading terms and conditions loomed large once again in the annual report of the ombudsman for short-term insurance. Consumers, it seems, are too excited, too hasty, too uneducated and simply too disengaged to read their policy documents, which is the source of most friction with their insurers.
The ombudsman’s report, which was released towards the end of last week, said it had recovered more than R94.9m for consumers in the past financial year, which is an increase of almost R8m in both 2018 and 2017, when just over R87m was recovered. A surprisingly common issue relates to year models: Nkhuna says many people buy new vehicles in December, once they’ve received their bonuses. Dealerships often fail to disclose year models accurately and in many cases, sales staff tell customers that if they take ownership in January, it will be registered as a later model vehicle which increases the value. “This is obviously not correct. The year model is the year of manufacture.
This year has been described as the year of plenty and the ombudsman expects a surge in Covid-19 complaints, especially around business interruption, over which it has limited jurisdiction, and travel. The office is also concerned about lapsed policies, not only related to the tough economy but also due to poor customer service.
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