Photo: tjabeljan (Flickr), Wikimedia Commons, CC BY 2.0How to complain about an insurer in Namibia (NAMFISA)
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Step by step
- Write to the insurer, medical aid fund or broker. Keep copies; never send originals (NAMFISA).
- If the answer does not satisfy you, check that your complaint is valid with NAMFISA's Complaints Department: 061 290 5134 or complaintsdept@namfisa.com.na.
- Lodge it: in person (51–55 Werner List Street, Gutenberg Plaza, upper ground floor, Windhoek), by phone (061 290 5134 or 061 290 5000), toll-free on 0800 290 500, by letter (P O Box 21250, Windhoek), by fax (061 290 5161), by e-mail or through the form on NAMFISA's website.
- Follow up a phone call with a letter, and keep a copy of everything.
NAMFISA does not publish a deadline for lodging a complaint on its complaints page: complain as soon as you can.
Complaints received by NAMFISA
| Industry | 2020 | 2021 | 2022 | 2023 | 2024 |
|---|---|---|---|---|---|
| Long-term insurance | 315 | 321 | 220 | 247 | 138 |
| Short-term insurance | 180 | 151 | 144 | 122 | 89 |
| Medical aid funds | 15 | 15 | 35 | 39 | 10 |
| All industries supervised by NAMFISA | 1,059 | 782 | 730 | 691 | 373 |
| Resolution rate, all industries | 86% | 95% | 93% | 91% | 96% |
Source: NAMFISA Annual Report 2025, table 22. Frequent complaint types include rejected motor claims, policies lapsing because premiums were not paid and delays in funeral benefit payments.
Is there an insurance ombud in Namibia?
No. The Financial Institutions and Markets Act refers to an "Adjudicator" under a Financial Services Adjudicator Act, but that definition was left out when the Act came into force on 1 May 2026, and the Legal Assistance Centre notes that no such Act exists in Namibia (FIMA, annotated). For now NAMFISA is the place to complain; a court is the last resort.
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Frequently asked questions
How do I lay a complaint with NAMFISA?
Write to the insurer first. Then call 061 290 5134 or toll-free 0800 290 500, e-mail complaintsdept@namfisa.com.na, use the form on namfisa.com.na or go to 51–55 Werner List Street, Gutenberg Plaza, Windhoek.
Is there an insurance ombudsman in Namibia?
No. The Financial Services Adjudicator foreseen in the Financial Institutions and Markets Act has not been set up; complaints go to NAMFISA.
How many complaints does NAMFISA receive?
373 across all industries in 2024, of which 138 about long-term insurance, 89 about short-term insurance and 10 about medical aid funds; 96% were resolved (NAMFISA Annual Report 2025).