Complaints Management

We want to hear from you!

We value your feedback and welcome the opportunity to address any issues you have regarding 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
Rosebank Towers, 5th Floor, 15 Biermann Avenue, Rosebank 2196
Telephone Claims +27 (0) 800 12 11 70
General +27 (0) 800 12 11 70


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 while demonstrating 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, communicated to you timeously, and that action is substantiated in an easy-to-understand manner
  • 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. 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 updated, in writing, on progress made while the complaint is 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