Even with the best intentions, disagreements can happen. A claim gets rejected, you don’t agree, and suddenly you’re stuck. That’s why your Pineapple policy includes a clear next step: the National Financial Ombud Scheme South Africa (NFO).
What Exactly is the NFO?
The NFO is an independent, non-profit organisation set up to resolve disputes between consumers and financial service providers, like insurers, in South Africa. Think of it as a neutral referee: it doesn’t work for you, and it doesn’t work for Pineapple. It works to ensure fairness. Best part? It’s free for you to use.
When Should You Contact the NFO?
You first need to try resolving things with Pineapple directly.
Start with Pineapple:
If your claim is rejected, you’ve got 90 days from the rejection letter to lodge an objection with Pineapple.
You’ll need to explain why you disagree and provide supporting reasons or evidence.
Then the NFO:
If Pineapple’s response still doesn’t sit right with you, you’ve got 6 months immediately after that 90-day period to escalate your complaint to the NFO.
Why Contact the NFO?
Independent review: Someone outside Pineapple looks at your case.
No cost: It’s free — unlike going the legal route.
Less formal: It avoids the heavy admin and costs of court.
Still your choice: Going to the NFO doesn’t cancel your right to take legal action, but note that the 6-month legal window keeps ticking while the NFO reviews your case.
Critical Time Limit
This is one of the most important parts:
“If the Policyholder does not do so within this period, the right to challenge our decision falls away forever.”
Miss the deadlines, and you lose your chance to dispute. That means:
90 days to object directly to Pineapple.
6 months after that to either contact the NFO or serve summons.
How to Contact the NFO
You’ll find full contact details in your Disclosure Notice (the Statutory Notice to Short-Term Insurance Policyholders). But here are the key ones:
Website: www.nfosa.co.za
Email: info@nfosa.co.za
They also provide postal and phone details in the Disclosure Notice.
The NFO exists to make sure insurers are held accountable and policyholders have a fair, affordable way to challenge decisions. If you know the rules and act within the timelines, you can ensure your voice is heard and your rights as a policyholder are protected.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.