FAIS Ombud ignored facts, law & fairness – protected Old Mutual at my expense

I submitted a complaint to the FAIS Ombud against Old Mutual Insure for underpaying a valid insurance claim of R194,880.

I presented verified evidence proving that:

The correct broker was Online Financial Advisory, not ICM as falsely stated by the Ombud’s adjudicator.

I submitted formal confirmation from ICM themselves — yet the Ombud deliberately ignored this and re**** on a false narrative.

Even worse, the Ombud allowed Old Mutual to submit their defense after the deadline, showing clear favoritism.

The Ombud accepted documents from the insurer that I never received — and used them as “evidence” against me, without giving me the chance to respond.

From point 1 to the final paragraph of their ruling, not once did the Ombud question Old Mutual’s conduct, or their:

Systemic failure to provide the policy wording

Application of the average clause without proper disclosure

Repeated breaches of the Policyholder Protection Rules

I escalated my concerns to the Ombud Council on 12 June 2025, with full evidence — to this day, they have not responded.

This system is not acting in the public’s interest. It is structured to protect insurers, not uphold justice. If you’ve experienced similar bias, please like, comment, or share. The public needs to know this is happening.