Tell us where we fell short.

How we handle complaints

A complaint is any expression of dissatisfaction about the service, advice or conduct of insurance.net.za or Mosaic Financial Solutions Pty Ltd. Complaints are handled by our compliance department, independently of the person or team the matter concerns, and are recorded so that recurring issues can be identified and corrected.

The same form is used for requests about your personal information under the Protection of Personal Information Act No. 4 of 2013 (POPIA), including requests for access, correction or deletion. Select the matching option under Nature of the matter.

What happens next

• You receive an automated acknowledgement with a complaint reference as soon as the form is submitted.
• Our compliance department acknowledges the complaint within 3 business days and may contact you for further information.
• We aim to resolve the matter and communicate the outcome, with reasons, within 6 weeks of receipt.
• If we cannot resolve it within that period, we will tell you why and when you can expect a response.

What to include

Please give us enough detail to investigate properly: what happened, when it happened, who was involved, any policy or reference number, and the outcome you are looking for. Do not include banking details, identity numbers or other sensitive information in the form.

Lodge a complaint

If you are not satisfied with the outcome

If your complaint is not resolved to your satisfaction, you may refer it to the relevant independent body. These bodies are free to use and are not part of Mosaic Financial Solutions Pty Ltd.

• Ombud for Financial Services Providers (FAIS Ombud) — complaints about financial advice or intermediary services: faisombud.co.za
• National Financial Ombud Scheme South Africa — complaints about short-term or long-term insurance products and claims: nfosa.co.za
• Information Regulator (South Africa) — complaints about the processing of personal information under POPIA: inforegulator.org.za, enquiries@inforegulator.org.za

Our Treating Customers Fairly statement sets out the fair-treatment outcomes we work to, and our Privacy Policy explains how the personal information in this form is handled.

Mosaic Financial Solutions

insurance.net.za is a division of Mosaic Financial Solutions Pty Ltd (registration number 2015/288102/07), an authorised financial services provider #46319. Mosaic Financial Solutions Pty Ltd is a South African financial-solutions group providing innovative answers to complex financial problems. Our registered office is Gateview House, Constantia Park, 1 Vlakhaas Avenue, Weltevredenpark, Gauteng, South Africa.

Compliance enquiries are handled through the form above so that every matter is logged and tracked.