Who is the Ombudsman?

The purpose of the Ombudsman is to resolve disputes between members and insures consumers in an independent, impartial, cost-effective, efficient, informal and fair way. The Ombudsman functions as a mediator or informal arbitrator, and as such does not represent either of the parties' disputes. This is what the Ombudsman does offer:

  • The services of the Ombudsman are free to insured consumers.
  • You should always complain first to the insurance company and, if the dispute can not be resolved with your insurers, then only can you bring your dispute to the Ombudsman.
  • The decisions made by the Ombudsman are binding only on the insurance company but not on you.
  • You are not bound to any of the decisions made by the Ombudsman, meaning that if you are still unhappy you can take your dispute to court.
  • The Ombudsman is an independent office.
  • Decisions are based on either law or equity.
  • No legal advice is given by the Ombudsman.

The services of the Ombudsman are available in conjunction with MiWayand, due to the combination of these two organisations, the best services and solutions in insurance that money can buy are provided.

Get all your Short-Term Insurance Complaints Quickly Resolved

The Ombudsman will ensure that all clients of insurance receive exactly what was initially agreed upon in the case that a claim needs to be made.

The Ombudsman is also able to assist with most personal lines short term insurance complaints which concern:

  • Motor
  • Homeowners (buildings)
  • Householders (contents)
  • Cellphone
  • Travel
  • Disability
  • Credit Protection Insurance

Complain First to your Insurance Company

However, before the Ombudsman is able to assist you in any way, complaints need to be firstly made to your insurance company; this gives them the opportunity to redeem themselves and settle the issues which you have between yourselves. If the insurance company is not accommodating, you can then contact the Ombudsman who will look at your complaint and try settle the matter for you. This is a last resort and so to ensure that you have you complaint resolved in quiet, follow the tips listed below to ensure that your insurance company hears you out and considers and resolves your complaint:

  • Complaints are best when in writing. When writing a letter of complaint, set the facts out as clearly as possible and in a logical order, sticking to what is relevant. Include important details such as your claim number or policy number. Keep a copy of any letters exchanged between yourself and the insurer.
  • If you phone, ask for the name of the person you speak to, with details such as the date and time of your call and what was said. Keep a note of this information as this may be required at a later stage.
  • Never react emotionally as by doing this you will be more likely to give a better and more clearer explanation of your complaint.
  • Remain calm and polite.
  • Try your best to contact the person with whom you originally dealt with. If they can not help you make it known that you will be taking the matter further. Seek details of the name or job title of the person who will be handling your complaint and for details of the Insurer's complaints procedure. Attempt taking up the matter with a Senior Official at the Insurer.

By working in conjunction with the Ombudsman, MiWay provides all their clients with the reassurance that when they deal with this insurance company they will not be disappointed. And in the case that a client does have any short-term insurance complaints, the Ombudsman is directly accessible via MiWay to quickly resolve any issues which may have arisen, leaving a happy client satisfied in the insurance which they obtain from MiWay.

With the complaints resolution services as provided through the Ombudsman, MiWay is most definitely the insurance company to contact when looking for all-inclusive, no-hassle insurance.

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