Insurance & Medical Aid · Claims & authorisation
Home Insurance Claims Contact Details
All Insurance & Medical Aid contactsDisputed or rejected? Escalation routes
A home insurance claim, for buildings or household contents, is lodged with the insurer named on your policy; if that insurer rejects or mishandles it and its complaints process does not fix it, the National Financial Ombud Scheme South Africa (NFO) is on 0860 800 900. The NFO’s Non-Life Insurance Division resolves disputes on home, motor, travel and other short-term policies, free of charge.
Home insurance claims contact details at a glance
| Route | Details |
|---|---|
| National Financial Ombud Scheme (NFO) call centre | 0860 800 900 |
| NFO WhatsApp | 076 574 8055 |
| NFO complaints email | info@nfosa.co.za |
| NFO online complaint form | nfosa.co.za/submit-a-complaint |
| Track an NFO complaint | nfosa.co.za/track-your-complaint |
Official home insurance claim route
Report the loss and lodge the claim with the insurer named on your home policy, using that insurer’s own claims channel. You will find the insurer’s name on your policy schedule or on your bank statement where the premium is deducted.
The route that applies to every home insurance claim is the dispute route: the NFO’s Non-Life Insurance Division, which covers household contents and property policies among others.
What you need before contacting
- The insurer’s name and your policy number
- Your full contact details
- A short, factual summary of the loss and what happened to the claim
- Copies of all correspondence with the insurer
Step-by-step contact process
- Report the loss and lodge the claim with the insurer named on your home policy.
- If you are unhappy with the outcome, lodge a complaint with your insurer and follow its complaints process.
- If it is still unresolved, complain to the NFO in writing on the prescribed form, online, by phone or as a walk-in.
- Give the insurer’s name, your policy number, your full contact details, a factual summary and copies of all correspondence.
- The NFO acknowledges your complaint in writing. If you had not complained to the insurer before, it asks the insurer to respond within 21 working days. You may comment on the insurer’s response.
- The NFO then issues a ruling or a recommendation.
Escalation route
You must have followed your insurer’s complaints process before opening a case with the NFO. The service is free to complainants. Contact the NFO on 0860 800 900, WhatsApp 076 574 8055, info@nfosa.co.za or its online complaint form, and track the case online.
More insurers are listed in our insurance hub.
Frequently asked questions
Where do I claim for home insurance?
With the insurer named on your buildings or household contents policy, through its own claims channel.
What can I do if my home insurance claim is rejected?
Complain to the insurer first. If that does not resolve it, take it to the National Financial Ombud Scheme on 0860 800 900.
Does the NFO handle home insurance complaints?
Yes. Its Non-Life Insurance Division covers home, household contents, motor, travel and other short-term policies.
Is it free to complain to the NFO?
Yes. The service is free to complainants.
Sources
- National Financial Ombud Scheme home page, nfosa.co.za, read 27 September 2026
- NFO, Contact us, nfosa.co.za/contact-us/, read 27 September 2026
- NFO, How to complain, nfosa.co.za/how-to-complain/, read 27 September 2026
- NFO, Non-Life Insurance Division, nfosa.co.za/nfo-divisions/non-life-insurance/, read 27 September 2026