The National Financial Ombud Scheme (NFO)

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A decade of trust, undone by fine print

22 July 2026

Income protection cover is meant to be a lifeline - a safeguard against the financial shock that strikes when illness or disability prevents you from working.

NFO report shines spotlight on insurance disputes and claims frustrations

23 June 2026

The National Financial Ombud Scheme's (NFO) 2025 annual report paints a compelling picture of the challenges facing South African insurers and their customers. While the scheme returned an impressive R442.9 million to consumers during 2025, the report also reveals persistent areas of friction in both the life and non-life insurance sectors, ranging from declined funeral and disability claims to disputes over motor accidents, weather-related losses and insurer communication failures.

NFO’s second-year surge: R442.9 million restored to consumers

06 June 2026

In only its second year of operation, the National Financial Ombud Scheme (NFO) has channelled an extraordinary R442.9 million back to financial consumers, eclipsing the R328.5 million recovered in its inaugural year.

Illness, not diagnosis, defines the claim event

18 May 2026

When it comes to Severe Illness Benefit claims, the illness itself - not the paperwork that confirms it - is the decisive event, the National Financial Ombud Scheme (NFO) has ruled in a cancer patient’s dispute with insurer Discovery Life.

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If I were tasked with taking my firm’s customer experience (CX) to the next level, I would:

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