Strong ombud performance reflects Miway's ongoing commitment to fairness

Choosing an insurer is about more than price or product features, it is also about trust. One of the clearest indicators of whether an insurer consistently treats customers fairly is its performance in independent reviews conducted by the National Financial Ombud Scheme South Africa (NFO).

The newly released National Financial Ombud Scheme South Africa (NFO) 2025 Annual Report highlights Miway's continued commitment to fair, transparent, and customer-focused decision-making. With a resolved (overturn) ratio of just 5%, improving from 6% in 2024, Miway continues to rank among South Africa's leading short-term insurers for fair claims and complaint outcomes.

Rather than simply measuring how many complaints an insurer receives, the Ombud's findings provide valuable insight into the quality of an insurer's decision-making process and whether those decisions remain fair when independently reviewed.

What does an ombud overturn ratio mean?

An overturn ratio measures how often an insurer's decisions are changed in favour of the customer after being independently reviewed by the National Financial Ombud Scheme South Africa.

A lower overturn ratio indicates that:

Claims decisions are generally fair and accurate.
Complaint resolutions are well considered.
Policy wording is applied consistently.
Customers receive outcomes that can withstand independent scrutiny.

For consumers, this metric provides an objective way to assess an insurer's commitment to fairness beyond marketing claims.

Why Miway's 5% overturn ratio matters

Miway's improvement from a 6% resolved ratio in 2024 to 5% in 2025 demonstrates a continued focus on making decisions that are both customer-centric and aligned with policy terms.

A low resolved ratio is not about avoiding complaints. Instead, it reflects an insurer's ability to make sound decisions from the outset.

Every claim and complaint presents an opportunity to ensure customers are treated fairly while balancing policy conditions, legislation, and the specific circumstances of each case.

When these decisions are independently reviewed by the Ombud and remain largely unchanged, it reinforces confidence in the insurer's governance and decision-making processes.

Independent oversight builds consumer confidence

The National Financial Ombud Scheme South Africa operates independently of insurers and applies principles of fairness, transparency, and impartiality when resolving disputes.

Its role is not to favour insurers or customers but to determine whether claim outcomes are reasonable based on:

Policy terms and conditions
Applicable legislation
Available evidence
Principles of fairness

This independent oversight provides South African consumers with additional confidence that complaints are assessed objectively.

A robust decision-making process

Miway's consistently low overturn ratio reflects a deliberate approach to claims and complaint management.

Every decision goes through multiple levels of review to ensure:

Fairness
Consistency
Compliance
Transparency
Appropriate customer outcomes

This governance framework helps ensure decisions remain aligned with both policy wording and the principles of Treating Customers Fairly (TCF).

The role of service providers in the customer experience

An insurance claim often involves more than interactions with the insurer alone.

Repairers, assessors, contractors, and other service providers all contribute to the customer's overall experience.

Factors such as:

Repair quality
Turnaround times
Communication
Professionalism

can significantly influence how customers perceive their insurer.

Miway recognizes that customers judge the complete experience not just the insurance policy

Taking accountability beyond the policy

Rather than distancing itself from third-party service providers, Miway takes accountability for the entire claims journey.

Performance across its service provider network is continuously monitored through:

Customer feedback
Service quality reviews
Performance monitoring
Ongoing intervention where standards are not met

This commitment helps maintain consistent service standards throughout every stage of the claims process.

Learning from every customer interaction

No insurer can completely eliminate complaints.

What matters is how concerns are addressed and what improvements are made as a result.

Customer feedback and Ombud outcomes provide valuable opportunities to strengthen internal processes, improve customer experiences, and reinforce fair decision-making.

Miway views every complaint as an opportunity to learn, improve, and continue delivering decisions that customers can trust.

Frequently Asked Questions

What is the National Financial Ombud Scheme South Africa?

The National Financial Ombud Scheme South Africa (NFO) is an independent body that resolves disputes between consumers and financial institutions fairly and impartially.

What is an insurer's overturn ratio?

An overturn ratio measures how often an insurer's decisions are changed in favour of the customer after an independent Ombud review.

Is a lower overturn ratio better?

Yes. A lower ratio generally indicates that an insurer's decisions are accurate, fair, and consistent when independently assessed.

Why is an Ombud report important when choosing insurance?

Ombud reports provide independent insight into how insurers handle complaints, claims, and customer disputes, helping consumers make informed decisions.

How does Miway ensure fair claims decisions?

Miway follows a structured review process supported by strong governance, multiple decision checkpoints, customer feedback, and ongoing quality assurance to promote fair outcomes.

Conclusion

Independent recognition through the National Financial Ombud Scheme South Africa reinforces Miway's commitment to putting customers first. While every complaint is taken seriously, the consistently low overturn ratio demonstrates a disciplined approach to fair decision-making, strong governance, and accountability across every stage of the customer journey. By continually reviewing its processes and learning from customer feedback, Miway remains focused on delivering insurance decisions that customers can trust with confidence.