Page 5 - Hollard Business Policy - Binder

Insurance Code of Conduct
Step 3: Seek an independent review
The Insured is entitled to seek an external review of Hollard’s decision. Hollard will provide the Insured with information about options available, including, if appropriate, referring the Insured to the external dispute resolution scheme administered by the NFOSA.
The NFOSA is an independent external dispute resolution office, and its service is free to Hollard customers. The NFOSA will advise the Insured if they can assist.
The NFOSA can be contacted at:
National Financial Ombud Scheme South Africa 110 Oxford Road
Houghton Estate Illovo
Johannesburg
2198 Phone: Email: website:
0860 800 900
info@nfosa.co.za www.nfosa.co.za
Hollard agrees to accept the NFOSA’s final determination; however, the Insured has the right to take legal action if the NFOSA’s decision is not resolved in their favour. The NFOSA only accepts resolutions under their terms of reference.
Further information about Hollard's complaint and dispute resolution procedures are available by contacting us.
Step 4: Take legal action
The Insured may take legal action against Hollard within 12 (twelve) months of the date of the rejection that the Insured received in writing from Hollard. To take legal action, summons must be served on Hollard. If this is not done in time, the Insured will lose their right to claim, and Hollard will no longer be responsible for this claim. The Insured may choose to take legal action against Hollard without first asking Hollard to review our claim decision, or without first contacting the NFOSA. However, if the Insured takes legal action against Hollard before contacting the NFOSA, the Insured may only approach the NFOSA for assistance after the Insured has withdrawn the summons against Hollard.
Hollard Business Policy – Binder – Version 8 2024 Page | 3