Complaints Management

We want to hear from you!

We value your feedback and welcome the opportunity to address any issues you have around the service you receive. In line with our business strategy and the values to which we aspire, we are committed to treating all complaints fairly, thoroughly and promptly.

How to submit your complaint
  Complaints Officer
Bryte Insurance Company Limited
PO Box 61489, Marshalltown 2107
Telephone Claims +27 (0) 86 037 2057
General +27 (0) 86 020 2008


Our commitment to resolving your complaint

  • To respond to you within 24 hours or the agreed turnaround time
  • To treat you fairly, with sensitivity, respect and courtesy
  • To provide feedback and updates throughout the complaint process
  • To communicate and interact with you using the communication channel of your choice
  • To be professional but demonstrate empathy
  • To validate all complaints based on their merits and facts
  • To ensure objectivity and disclose and act on conflicts of interest where appropriate
  • To ensure that an appropriate remedy is provided, that it is communicated to you timeously, and that action is substantiated in a manner that is easy to understand
  • To provide all internal and external parties with updates on remedial actions as well as reasons for the decisions made

Our response times

We will:

  • Acknowledge your complaint within 24 hours of receipt
  • Attempt to resolve the complaint at First Call Resolution. However, if we fail to do so we will refer your complaint to the relevant person for resolution
  • Provide you with the name of the person who will handle your complaint until it has been resolved
  • Endeavour to resolve your complaint within 10 working days
  • Keep you informed, in writing, of progress while the complaint is still under investigation

Escalating your complaint

If a complaint is not resolved to your satisfaction, you may refer it to the Ombudsman for Short-Term Insurance as follows:
Ombudsman for Short-Term Insurance
PO Box 32334, Braamfontein 2017
Telephone +27 (0) 11 726 8900
Facsimile +27 (0) 11 726 5501