PAIA Manual

Last updated: 4 September 2026

This manual is prepared for BackedSure, a division of Covered Financial Services, in terms of section 51 of the Promotion of Access to Information Act, 2000 and relevant provisions of the Protection of Personal Information Act, 2013.

PAIA gives persons a right to request access to records held by private bodies where access is required for the exercise or protection of any right. POPIA gives data subjects rights in relation to their personal information.

Business Details

• Trading name: BackedSure.
• Operating entity: Covered Financial Services.
• Regulatory status: Authorised Financial Services Provider.
• FSP number: 54871.
• Public contact email: hello@backedsure.co.za.
• Public contact telephone: +27 83 575 6352.
• Website: https://backedsure.co.za.

Information Officer

Requests under PAIA or POPIA may be sent to the Information Officer through hello@backedsure.co.za. Please mark the subject line as "PAIA request" or "POPIA request" and include enough detail for us to identify the record or personal information concerned.

Guide On How To Use PAIA

The Information Regulator publishes a guide explaining how to use PAIA. The guide and prescribed forms are available from the Information Regulator and its eServices portal. The Information Regulator can be contacted at enquiries@inforegulator.org.za or 010 023 5200.

Records Automatically Available

The following records may be available without a formal PAIA request, depending on the information requested and any applicable restrictions:

• Public website pages, product information, resource articles and legal notices.
• Marketing material and general product summaries.
• Public regulatory details, including the FSP number.
• Your own quote, proposal, policy, claim or account information where we can verify your identity and authority.

Records Held By BackedSure

• Client and prospect records, including enquiries, quote requests, proposal forms, declarations, communications and consent records.
• Insurance placement records, including underwriting submissions, quotes, schedules, policy documents, endorsements, renewal records and insurer communications.
• Claims records, including claim notifications, supporting documents, correspondence, decisions, recoveries and settlement information.
• Complaints records, including complaint submissions, investigation notes, outcomes and Ombud correspondence.
• Compliance records, including FAIS records, conflict-of-interest registers, advice and intermediary-service records, training records, representative records and audit material.
• Operational records, including supplier contracts, service-provider records, invoices, accounting records and tax records.
• Technology records, including website logs, security logs, platform records, support tickets and analytics.
• Human resources and contractor records where applicable.

Records Held Under Other Laws

We may hold records required by FAIS, POPIA, PAIA, the Financial Sector Regulation Act, insurance legislation, company law, tax law, employment law, anti-money-laundering and sanctions laws, electronic communications laws and other applicable legislation.

POPIA Processing Details

The categories of data subjects whose personal information we process include clients, prospective clients, policyholders, insured persons, claimants, complainants, representatives of businesses, directors, members, partners, employees, suppliers, service providers, website users and other persons connected to insurance services.

The purposes of processing include responding to enquiries, assessing insurance needs, arranging quotes, placing and administering cover, handling claims and complaints, maintaining records, complying with regulatory duties, preventing fraud, securing our systems and improving our services.

Recipients may include insurers, underwriting managers, administrators, reinsurers, claims providers, compliance providers, technology providers, professional advisers, regulators, Ombud schemes, courts, law enforcement and persons authorised by the data subject.

Some processing may involve service providers or insurance market participants outside South Africa. We take reasonable steps to ensure that cross-border processing is lawful and subject to appropriate safeguards.

How To Request Access To A Record

1. Send the prescribed PAIA Form 2, or a written request containing the same required information, to hello@backedsure.co.za.
2. Describe the record clearly enough for us to identify it.
3. Explain the right you seek to exercise or protect and why the record is required for that right.
4. Provide proof of identity and, if acting for another person or business, proof of authority.
5. State your preferred form of access, such as electronic copy, inspection or another reasonable format.
6. Pay any prescribed request, search, preparation, reproduction or access fee if applicable.

Timing And Outcome

We will respond within the time periods required by PAIA. Access may be granted, partially granted or refused. If a fee is payable, we may require payment before providing access. If a request is refused, we will give reasons and explain available remedies.

Grounds For Refusal

PAIA requires or permits refusal of access in certain circumstances, including where disclosure would unreasonably reveal personal information of another person, reveal confidential commercial information, breach a duty of confidence, endanger safety, prejudice legal privilege, prejudice law enforcement, or disclose legally protected research, security or operational information.

Remedies

If your PAIA request is refused, partially refused or not answered within the required period, you may lodge a complaint with the Information Regulator or approach a court for appropriate relief. PAIA complaints may be sent to PAIAComplaints@inforegulator.org.za.

Availability And Updates

This manual is available on the BackedSure website and electronically on request. We may update it when our business, records, contact details or legal obligations change.