Complaints Management Review Process

We are committed to resolving client’s complaints through and effective internal resolution complaints procedure.

Management Complaints procedure Download


To ensure that we maintain a good relationship with our customers we are committed to:

Resolving client complaints through an effective internal resolution complaints procedure and system.

Being transparent and visible, thereby allowing the client to have full knowledge of the procedures when lodging a complaint and the resolution thereof, including the additional option of referring the matter to an external party (FAIS, Short Term or Long Term Ombud).

Handling all complaints fairly and with the least inconvenience to the client.


These can be sent via:

  • Post to: Complaints PO Box 98758 Sloane Park 2052
  • Faxed to: 086 415 6308
  • E-mail to: director@pinnafrica.co.za

PinnAfrica will finalise complaints within 48 hours of receiving the complaint. This excludes Ombudsman and Legal complaints which shall be responded to in 48 hours initially, as they potentially require continued communication.

All complaints are to be reduced to writing as part of the formal process. Your initial complaint may be received telephonically as all telephonic discussions are recorded.

The Compliance Officer
  • PinnAfrica Insurance Underwriting Managers (Pty) Ltd
  • Telephone: 010 007 0069
  • Alternative Number: 011 047 4400
  • Fax: 086 415 6308
  • Email address: director@pinnafrica.co.za
  • Postal Address: Po Box 98758, Sloan Park, 2152
The Ombud Short-Term Insurance
  • Telephone: 011 726 8900
  • Alternative Number: 0860 726 890
  • Fax: 011 726 5501
  • Email address: info@osti.co.za
  • Postal Address: Po Box 32334, Braamfontein, 2017
  • www.osti.co.za
The Ombud Long-Term Insurance
  • Telephone: 021 657 5000
  • Alternative Number: 0860 103 236
  • Fax: 021 674 0951
  • Email address: info@ombud.co.za
  • Postal Address: Private Bag X45, Claremont,Cape Town, 7735
  • www.ombud.co.za
The FAIS Ombud
  • Telephone: 012 470 9080
  • Alternative Number: 012 762 5000
  • Fax: 012 348 3447
  • Email address: info@faisombud.co.za
  • Postal Address: Po Box 74571, Lynnwood Ridge, 0040
  • www.faisombud.co.za