Complaints procedure
We want to hear about it if something has gone wrong. This page explains how to complain to CivilCovered (trading as CivilCovered), what to include and where else you can take a complaint.
1. How to complain
You can complain to us using the details below.
Please use the details on our contact page and say that you are making a complaint.
Please say what happened, when it happened, who was involved and what you would like us to do. Include any reference numbers, and copies of relevant documents. Keep your own copies.
2. What happens next
- We acknowledge your complaint
- We will confirm that we have it and tell you who is dealing with it.
- We look into it
- We review what happened, ask for information if we need it and speak to the people involved.
- We reply in writing
- We will tell you what we found, what we have decided and why, and what you can do if you are not satisfied.
3. Complaints about someone else
We arrange insurance, but insurers make underwriting and claims decisions and guarantee providers decide whether to issue guarantees. If your complaint is about an insurer’s or provider’s decision, tell us and we will help you raise it with them. You should also follow their own complaints process.
4. If you are not satisfied
If you are not satisfied with our response, you may be able to take the complaint further.
- Complaints about us as a financial services provider
- You may approach the FAIS Ombud (opens in a new tab), which handles complaints about financial services providers. It expects you to have tried to resolve the complaint with the provider first.
- Complaints about an insurer’s policy or claim decision
- You may approach the Ombudsman for Short-term Insurance (opens in a new tab) after following the insurer’s own complaints process.
- Regulatory concerns
- The Financial Sector Conduct Authority (opens in a new tab) is the regulator of the market conduct of financial institutions.
- Concerns about personal information
- You may contact the Information Regulator (opens in a new tab).
Each of these bodies has its own rules about what it can consider and when. Please check their websites.
5. How we use complaints
We use complaints to find and fix problems. We keep a record of them and the way they were resolved.
Official bodies mentioned
- FAIS Ombud (opens in a new tab) — complaints about financial services providers, after you have tried to resolve them with the provider (checked 12 October 2026)
- Ombudsman for Short-term Insurance (opens in a new tab) — complaints about short-term insurers
- FSCA: Financial Sector Conduct Authority (opens in a new tab) — includes a search to confirm the status of a financial services provider (checked 12 October 2026)
- Information Regulator (South Africa) (opens in a new tab) — oversight of POPIA and PAIA (checked 12 October 2026)