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Complaints

We are committed to resolving your complaint in a courteous, timely and fair manner.
We aim to acknowledge and address your complaint with comprehensive feedback, basing all decisions on Treating Customer Fairly principles.

How to complain:

Step 1

Complaints relating to Paralegal Services, Member Administration and Sales

To ensure that we manage your complaint quickly and fairly, it is important that you provide us with all relevant information relating to your complaint which includes:

  • The name and contact details of the Member and person who is complaining
  • Membership or Identity number
  • Full details of your complaint (facts, dates, and supporting documentation)
  • Your expected outcome in resolving your complaint.

To let us know about your complaint, simply click on the link and complete the complaint form.

Or contact our Customer Care Department on 086-1555-321.

E-mail : customercare@legalwise.co.za
Telephone : 0861555321
Fax : 0864979736

Complaints relating to Claims Administration and or a Network Lawyer

To ensure that we manage your complaint quickly and fairly, it is important that you provide us with all relevant information relating to your complaint which includes:

  • The name and contact details of the Member and person who is complaining
  • Membership or Claim reference number
  • Full details of your complaint (facts, dates, and supporting documentation)
  • Full details of the Network Lawyer and or the Claims Department
  • Your expected outcome in resolving your complaint

To let us know about your complaint, simply click on the link and complete the complaint form.

Or contact our Customer Care Department on 086-1555-321.

e-mail : customercare@legalwise.co.za
Telephone : 0861555321
Fax : 0864979736

Complaints relating to Claim Repudiations

  1. If we decide that a claim by you does not qualify for any payment, or only qualifies for payment of a portion of your legal expenses, we will inform you (together with our reasons). It will be within 10 days after being placed in possession of all the information we have reasonably requested. You then have 90 days from the date we inform you, to let us know in writing if you object and do not agree with it.
  2. We will reconsider the matter and let you know our decision within 10 days of receiving your objection.
      If we still decide not to pay what you claim and our decision:
    • is based on the fact that you did not pay a premium due, our decision is final.
    • is based on any other reason, and you request it in writing, we will pay an Independent External referee nominated by us, to review it. S/he will review our decision and give us a recommendation.
  3. We do not have to follow the recommendation of the External Referee, but it will be carefully considered. We will inform you of the Referee’s recommendation and of our final decision, within 15 days after We receive the recommendation.
  4. Nothing in this Agreement prevents you from starting a Case against us at your own cost. However, you must do it within 365 days of the date on which we informed you for the first time, of any decision concerning this Agreement that you do not agree with. You lose your rights to take action against Us after the 365-day period.

To ensure that we manage your complaint quickly and fairly, it is important that you provide us with all relevant information relating to your complaint which includes:

  • The name and contact details of the Member and person who is complaining
  • Membership or Claim reference number
  • Full details of your complaint (facts, dates, and supporting documentation)
  • Your expected outcome in resolving your complaint.

To let us know about your complaint, simply click on the link and complete the complaint form.

Or contact our Customer Care Department on 086-1555-321.

e-mail : customercare@legalwise.co.za
Telephone : 0861555321
Fax : 0864979736

Step 2

If the complaint is not resolved to your satisfaction by LegalWise in Step 1, you may submit your complaint to the relevant Ombudsman, subject to their jurisdiction:

FAIS (FINANCIAL ADVISORY AND INTERMEDIARY SERVICES) OMBUDSMAN –
FOR COMPLAINTS RELATING TO ADVICE PROVIDED BY A FINANCIAL ADVISOR / INTERMEDIARY

Telephone Number: 0860 324766 / (012) 470 9080
E-mail address: info@faisombud.co.za
Fax: (012) 348 3447

Postal Address:
The FAIS Ombud
P.O. Box 74571
Lynnwood Ridge
Pretoria
0040

OMBUDSMAN FOR SHORT-TERM INSURANCE

Telephone Number: 0860 726890 / (011) 726 8900
E-mail address : info@osti.co.za

Fax: (011) 726 5501
Postal Address: P.O. Box 32334
Braamfontein
Johannesburg
2017