Complaints Process

Last updated: 4 September 2026

BackedSure aims to resolve complaints fairly, consistently and as quickly as the matter allows. This process applies to complaints about our website, quote process, intermediary services, policy administration, communication, claims assistance, privacy handling or any other service provided by BackedSure.

What Counts As A Complaint

A complaint is any expression of dissatisfaction that requires a response or resolution. It may relate to service quality, advice or intermediary services, disclosure, delay, conduct, a policy outcome, a claim, a privacy issue or the way a previous complaint was handled.

How To Lodge A Complaint

Email your complaint to hello@backedsure.co.za or contact us on +27 83 575 6352. Please use the subject line "Complaint" where possible.

• Your full name, business name and contact details.
• Policy, quote, claim or application reference, if available.
• A clear description of what happened and what outcome you want.
• Copies of relevant documents, emails, screenshots or other supporting information.
• Whether you are acting for yourself, a business or another person, and proof of authority where relevant.

Our Internal Process

1. We acknowledge receipt as soon as reasonably possible and record the complaint.
2. We assess the issue, identify whether another party such as an insurer or underwriting manager must be involved, and assign the matter for handling.
3. We may ask for additional information if the complaint cannot be assessed from the material provided.
4. We investigate the facts, relevant policy terms, service records, regulatory obligations and fairness considerations.
5. We give you a written outcome, including reasons, any proposed remedy and escalation options if you remain dissatisfied.

Timeframes

We aim to acknowledge complaints promptly and resolve straightforward complaints as quickly as possible. More complex matters, claims disputes, underwriting issues or matters involving third parties may take longer. We will keep you informed where a final response cannot be provided quickly.

Possible Outcomes

• An explanation or apology.
• Correction of an error or record.
• Escalation to an insurer, underwriting manager, administrator or claims handler.
• A service remedy, process change or further assistance.
• Confirmation that the original decision or action stands, with reasons.

Escalation

If you are not satisfied with our final response, or if the matter is not resolved within a reasonable time, you may escalate the complaint to the appropriate Ombud or regulator depending on the nature of the complaint.

• Complaints about financial advice or intermediary services: FAIS Ombud, info@faisombud.co.za, www.faisombud.co.za.
• Complaints about non-life insurance policy or claim disputes: National Financial Ombud Scheme South Africa, info@nfosa.co.za, www.nfosa.co.za, 086 800 900.
• Complaints about privacy or POPIA: Information Regulator, POPIAComplaints@inforegulator.org.za.
• Complaints about access to information under PAIA: Information Regulator, PAIAComplaints@inforegulator.org.za.
• Regulatory conduct enquiries: Financial Sector Conduct Authority, www.fsca.co.za.

No Retaliation

You will not be penalised for lodging a complaint. We treat complaints as an important part of customer fairness, risk management and service improvement.