Complaints

Email hello@pocketnerd.co.za and tell us what happened. Include your enquiry reference if you have one. It starts with PN and is on your confirmation screen.

We will acknowledge it, tell you who is looking at it, and come back to you with an answer and a reason. If we got it wrong we will say so.

This is the more common case, and the order matters. Complain to the insurer first, in writing, and give them a fair chance to resolve it. Most ombud schemes will not take a case until the company has had that opportunity.

• Put it in writing, even if you also phone. Email creates the record.
• Ask for their formal complaints process and their reference number.
• Keep every letter, email and policy document. A claim dispute turns on documents.
• If they turn you down, ask for the reason in writing, and which clause they are relying on.
• Then escalate. It costs nothing.

These are independent of the companies they investigate, and none of them charges consumers.

• National Financial Ombud Scheme South Africa

  Free, independent resolution of complaints about banks, insurers and credit providers once the company has had a chance to resolve it first.

• Financial Sector Conduct Authority

  Regulates the conduct of financial services providers, and keeps the public register of who is licensed.

• Information Regulator of South Africa

  Enforces POPIA. You can complain to them about how any organisation, including us, handles your personal information.

You do not have to accept a rejection just because a company wrote it down confidently. A meaningful share of complaints that reach the Ombud end with the customer getting something back, and it costs you nothing to find out whether yours is one of them.