If you are not satisfied with the outcome of your claim follow the appeal process provided below.
Complaints continuation process:
Step 1
Should you have a complaint or wish to dispute the outcome of your claim, please use the option below to register a complaint.
Contact details:
Tel: 0860 123 777 or +27 (0) 11 644 4300
Fax: +27 (0) 11 644 4400
Email: [email protected]
PPS will then endeavour to resolve the complaint and supply a response within 8 working days from date of acknowledgement of the request.
Step 2
You may submit a detailed written appeal to our Independent Internal Arbitrator, Advocate Thinus Ferreira, only if you have followed the appeal process and have been unsuccessful in appealing the decision as stated above. Contact details as follows: email: [email protected] or fax (011) 644 4309.
Step 3
If the complaint is not resolved to your satisfaction after following step 1 and 2 above, you can refer the matter to the Ombudsman for Long-term Insurance, details provided below.
Note: Step 1 and 2 should be followed prior to submitting an appeal to the Ombudsman as their office will refer the matter back to PPS as a ‘Transfer’ matter if the process has not been followed.
Telephone: 0860 OMBUDS (0860 662 837)
Fax: (021) 674 0951
Email: [email protected]
Web: www.ombud.co.za
Postal Address:
The Ombudsman for Long-Term Insurance
Private Bag X45
Claremont
Cape Town
7735
In terms of the Prescription Act, you have three years from the date on which a final decision has been communicated to you, to institute legal action. The prescription period will only commence after all PPS review processes have been exhausted, which may include the periods of appeal to the Independent Internal Arbitrator and the Ombudsman for Long-Term Insurance.
Should you require any further assistance please contact PPS on e-mail [email protected] or call us directly on telephone 0860 123 777 (international: +27 11 644 4300) and we will gladly assist you.
