Insurance mediation explained


Insurance disputes arise when policyholders and insurers find themselves at odds over the terms, conditions, or outcomes of an insurance policy. These disagreements can manifest in various forms, such as claim denials, disputes over coverage limits, or disagreements about liability. The impact of these disputes is substantial, affecting both policyholders and insurers alike. For policyholders, a dispute can lead to financial strain, delayed claim settlements, and a sense of uncertainty regarding the protection they thought their policies afforded. Insurers, on the other hand, may face reputational damage, increased legal costs, and strained relationships with their clients. The settlement of these conflicts is critical not just for the people involved, but also for the integrity of the insurance sector as a whole. Effective resolution tools, such as mediation services, play a critical role in reducing negative repercussions and ensuring a fair and efficient settlement process.


Navigating the legal landscape of the insurance industry in South Africa is a complex undertaking, primarily due to the multitude of acts and legislation governing the sector. The Insurance Act of 2017, a comprehensive piece of legislation, replaced previous acts related to short-term and long-term insurance, consolidating regulatory provisions.


Common types of insurance disputes (e.g., claim denials, coverage disputes, liability disagreements)


The most common types of insurance disputes can vary depending on the insurance industry and the specific policies involved. However, some universal types of insurance disputes include:

Claim denials:
Policyholders dispute the denial of their insurance claims, often due to disagreements over coverage, policy interpretation, or documentation requirements.

Coverage disputes:
Disagreements arise over the extent of coverage provided by the insurance policy, particularly when there is ambiguity in policy language or interpretation.

Liability disputes:
Issues surrounding responsibility and liability, especially in cases where multiple parties are involved, leading to disagreements over who should bear the financial burden.

Premium disputes:
Disputes related to premium payments, including disputes over the amount due, billing errors, or disagreements over the payment schedule.

Bad faith claims:
Policyholders allege that the insurer has acted in bad faith by unreasonably denying a claim, delaying claim processing, or failing to conduct a fair investigation.

Vehicle insurance disputes:
Disputes in auto insurance may involve issues such as coverage for accidents, disputes over fault, or disagreements on the value of repairs.

Cancellation or non-renewal disputes:
Disagreements arise when an insurer decides to cancel or not renew a policy, often leading to disputes over the reasons for such actions.

Disputes over policy interpretation:
Differences in interpreting the language or intent of policy provisions, especially when policy wording is unclear or subject to multiple interpretations.

Benefit disputes (Health Insurance):
Policyholders may dispute decisions related to health insurance benefits, such as coverage for specific medical treatments or the denial of certain procedures.

Property valuation disputes:
Disagreements over the valuation of property, especially in property insurance claims, where policyholders and insurers may differ on the assessment of damages.

Disability insurance disputes:
Policyholders may dispute decisions related to disability insurance claims, such as the determination of the extent of disability or the denial of benefits.


Advantages of choosing mediation over litigation


Insurance disputes offer two primary avenues for resolution: litigation or mediation. Litigated disputes proceed to court, where outcomes hinge on legal technicalities that may significantly favour one side. The judicial process, bound by legal constraints, can yield results that may be unduly unfavourable to one party. Litigation is typically more time-consuming and expensive than mediation, owing to the heavy use of discovery requests. Mediation, on the other hand, offers a collaborative and cost-effective option that fosters a more balanced and individualised settlement process outside of the limits of stringent legal procedures.


Collaborative resolution:
Mediation fosters a collaborative environment, encouraging active participation from both insurers and policyholders to create mutually agreeable solutions.

Mediation typically leads to quicker resolutions compared to the prolonged timelines associated with litigation, saving time and resources for all parties involved.

Because mediation is flexible, it may be used as a flexible method to conflict resolution, taking into account the complex and ever-changing nature of insurance disputes.

Mediation is generally more cost-effective than litigation, with reduced expenses related to legal representation, court fees, and potential appeals.

Parties can discuss delicate matters in private and confidential mediation sessions without worrying about their information becoming public knowledge.

Preservation of relationships:
Unlike the adversarial nature of litigation, mediation aims to preserve ongoing relationships between insurers and policyholders, focusing on constructive solutions rather than confrontation.

Tailored approach:
In addition to addressing the unique challenges of the insurance business and fostering innovative problem-solving, mediation provides a tailored and practical method of settling insurance disputes.

Open communication:
Mediation promotes open and honest conversation between parties, allowing them to have a better understanding of each other’s points of view and interests.

Reach out to any of our nationwide DDR centres or on social media to find out more or to book an appointment:


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Beyond policies and premiums, insurance mediation is the art of restoring equilibrium in the face of unexpected challenges. Our mediators understand the language of risk and resolution, weaving together agreements that rebuild confidence and safeguard the promises embedded in every insurance contract.

Want to know more about insurance mediation? Download our complimentary eBook on “Navigating Insurance Disputes – A Comprehensive Guide to Mediation Services” or any of our other eBooks.