Mondo Financial is the insurance and financial arm of Mondo, and it is a separate licensed company from the mobile side of the brand. It has its own number, and knowing which of the two you need is the difference between a five-minute call and a transferred one.
Official contact channels
- Mondo Financial: 0861 586 284, also written 086 158 6284
- Email: [email protected]
- Office hours: Monday to Friday 08:00 to 17:00
- The mobile and connectivity side is a different number, 0861 238 888 for Mondo Mobile and 086 123 8888 for Mondo Connect
- The domain mondofinancial.co.za resolves but serves a blank page. The live site is mondo.co.za
Who you are actually dealing with
- Mondo Financial (Pty) Ltd is an authorised financial services provider, FSP number 49502
- Mondo Mobile (Pty) Ltd is a juristic representative of Mondo Financial, which is why a phone-deal call can end up selling you an insurance product
- The licensed controlling company for Mondo Connect, Mondo Mobile and Mondo Financial is the Rewardsco Group
- Mondo is an intermediary, not the insurer. The policy itself is underwritten by someone else, and that matters when you claim
Who underwrites what you buy
- Guardrisk Insurance Company Limited, FSP 75: 011 669 1000, [email protected], 3rd Floor, 102 Rivonia Road, Sandown, Sandton, 2196
- African Unity Life Limited, FSP 8447: 021 883 8000, [email protected], Springfield Office Park, 109 Jip de Jager Drive, Bellville, 7530
- Dotsure Limited, FSP 39925: 0861 368 7873, [email protected], 127A York Street, George, 6529
- Your policy schedule names which one applies. Ask for it in writing before you accept cover, and check the FSP number against the FSCA register
Making a complaint, in the right order
- Complaints must be in writing with supporting documents. Mondo undertakes to acknowledge in writing within 24 hours and to name the person handling it
- The standard resolution window is 7 to 14 working days, extended for cases needing a sales-call review. Ask them to pull the recording of the sale if you were mis-sold
- If Mondo does not resolve it, take it to the underwriter named on your schedule, using the numbers above
- Only then does it go to an ombud, and which one depends on the product
The right ombud for the product
- Life, funeral and other long-term cover: Ombudsman for Long-term Insurance, 021 657 5000, [email protected], Private Bag X45, Claremont, 7735
- Motor warranty and other short-term cover: Ombudsman for Short-term Insurance, 011 726 8900, [email protected], PO Box 32334, Braamfontein, 2017
- Bad advice, or a product sold to you that never suited you: the FAIS Ombudsman, 012 470 9080, [email protected], PO Box 74571, Lynnwood Ridge, 0040
- The FAIS Ombud is the one that deals with the sale itself. If the complaint is that you were signed up on a call without understanding it, that is a FAIS matter, not a claims matter
Sources
- Mondo official contact page, for the Mondo Financial and Mondo Mobile numbers and the office hours
- Mondo official disclaimers page, for the Mondo Financial FSP number 49502, the juristic representative relationship with Mondo Mobile and the Rewardsco Group controlling company statement
- Mondo official complaints policy, for the customer care mailbox, the written-complaint requirement, the 24-hour acknowledgement, the 7 to 14 working day window, and every underwriter and ombud name, FSP number, telephone number, mailbox and address listed above
- Live check of mondofinancial.co.za, which returns an empty page