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COMPLAINTS POLICY

NAVIGATE UNDERWRITING MANAGERS (PTY) LTD

ABOUT NAVIGATE

Our name reflects more
than just direction

Navigate embodies resilience, foresight, and mastery over risk. We offer the strength and security of OMART, one of Africa’s most trusted financial institutions, paired with the agility and personal service of our team of specialists.

PURPOSE OF THIS COMPLAINTS POLICY

In line with the FAIS General Code of Conduct and Section 18 of Government Notice No. 1433, Navigate Underwriting Managers maintains a structured complaints management system. This ensures fair treatment of clients, effective resolution of complaints, and compliance with regulatory obligations.

This policy should be read in conjunction with our Treating Customers Fairly (TCF) policy.

DEFINITION OF A COMPLAINT

A complaint refers to an expression of dissatisfaction, whether justified or not, relating to a financial product or service provided by Navigate Underwriting Managers, where it is alleged that:
The complainant has suffered or may suffer financial loss, material inconvenience, or distress due to:

  • Unfair treatment;
  • Maladministration or negligence;
  • Breach of agreement, law, rule, or code of conduct;
  • Conduct of the company, intermediary, or representative.

Complaints may be submitted by policyholders, potential clients, members of group schemes, or their representatives.

SCOPE AND QUICK RESOLUTION
All complaints are to be handled per this policy. Complaints resolved to the client’s satisfaction within five business days will be logged as “queries” and excluded from reportable statistics.

COMPLAINTS HANDLING RESPONSIBILITIES

The designated complaints handler(s): [Person(s)]

  • Have adequate authority and access to records,
  • Possess relevant expertise in complaints resolution, TCF, products and applicable legislation,
  • Are not incentivized based on complaint outcomes,
  • Must avoid conflicts of interest. If one arises, an alternate handler will be assigned by [Person(s)]’s manager.
CATEGORISATION OF COMPLAINTS
Complaints are recorded and categorized as follows:

  • Queries (resolved within five days),
  • Product/service design flaws (e.g. fees, premiums),
  • Information provided,
  • Advice-related,
  • Product/service performance,
  • Client service (e.g. premium collection),
  • Accessibility/changes to product,
  • Complaints handling,
  • Claims (e.g. non-payment),
  • Other.
RESOLUTION PROCEDURE
Upon receipt of a complaint:

  1. Acknowledgement sent within [2 business hours] confirming contact details.
  2. Initial investigation begins the same business day.
  3. Progress update or proposed resolution within [48 hours].
  4. If unresolved, provide further update within [two weeks].
  5. If still unresolved, provide final resolution or rejection within [four weeks].

Where applicable:

  • Payments will be made within five days or as agreed.
  • Rejections will include clear reasons and escalation options.
OMBUDS AND ADJUDICATORS – CONTACT DETAILS & JURISDICTION

National Financial Ombud Scheme of South Africa (NFO)
Handles short-term, long-term insurance and banking complaints.

  • Phone: 0860 800 900
  • Website: https://nfosa.co.za
  • Email: info@nfosa.co.za

Jurisdiction Limits:

  • Short-term: R5 million (general), R10 million (homeowners/commercial)
  • Banking: R5 million
  • Complaint must not be under litigation or exceed prescription periods under the Prescription Act, 1969

FAIS Ombud
Deals with complaints under the Financial Advisory and Intermediary Services Act.

  • Phone: 012 762 5000
  • Website: https://www.faisombud.co.za
  • Email: info@faisombud.co.za

Jurisdiction Limits:

  • Complaints must relate to conduct on or after 30 September 2004
  • Limit: R3.5 million
  • Complainant must not have a net asset value/turnover/income above R8 million
  • Complaint must not be under litigation or have been previously determined

Pension Funds Adjudicator (PFA)
Handles complaints related to pension funds (excluding State pension funds).

  • Phone: 086 066 2837
  • Website: https://www.pfa.org.za
  • Email: enquiries@pfa.org.za
COMMUNICATION WITH COMPLAINANTS
We are committed to:

  • No charges to submit complaints,
  • Plain language communication,
  • A single contact point per complaint.

Complaints submission: complaints@omnisure.co.za

Required details:

  • Policy number,
  • Contact person (if applicable),
  • Description of complaint,
  • Expected resolution,
  • Relevant documentation.
RECORD KEEPING & REPORTING
Complaints system logs:

  • Complainant details,
  • Evidence and correspondence,
  • Category and status,
  • Action timestamps and decisions.

Monthly reports (sent to our General Manager) include:

  • Complaint volumes and outcomes,
  • Compensation/goodwill statistics,
  • Ombud referrals and results,
  • Outstanding complaints.
ENGAGEMENT WITH OMBUDS
We engage with Ombud offices professionally and transparently and provide contact details in client disclosure documents and during complaint resolution.

TRAINING AND REVIEW

  • Training: Conducted annually in March.
  • Review: Policy reviewed and updated annually in December.

At Navigate Underwriting Managers, we combine specialist knowledge with a commitment to integrity, clarity, and long-term partnerships.