Photo: Rasheedhrasheed, Wikimedia Commons, CC BY-SA 4.0How to complain in Tanzania
How to complain about an insurer in Tanzania
Short answerChecked 23 September 2026
Complain to the insurer first. If you are not satisfied, take the dispute to the Tanzania Insurance Ombudsman, set up under section 122 of the Insurance Act. It handles claims up to TZS 40 million, within three years of the problem, and must decide within 60 days of admitting your complaint.
Step by step
- Write to the insurer: policy number, what happened, what you ask for, copies of documents. Keep proof of sending.
- If the answer does not settle it, go to the Tanzania Insurance Ombudsman. A complaint can be made in writing, electronically or orally (regulation 13(1)).
- The Ombudsman settles it by mediation, reconciliation or arbitration, and decides within 60 days of admission (regulation 15(4)).
- The insurer must comply within 30 days (regulation 21). Either party can refer the decision to the High Court (regulation 20).
The rules that apply
Set by the Insurance Ombudsman Regulations, 2013:
| Rule | What it says |
|---|---|
| Maximum amount | TZS 40 million (reg. 6(1)(a)) |
| Time limit | 3 years from when you knew, or should have known, of the problem (reg. 13(3)(d)) |
| Court cases | Not heard if the dispute is already before a court (reg. 13(3)(a)) |
| Fee | TZS 25,000 once the complaint is admitted; it can be waived (reg. 15(5)–(6)) |
| Decision | Within 60 days of admission (reg. 15(4)); interest of 5% can be ordered (reg. 15(2)(f)) |
Does it work?
In 2024 the Ombudsman recovered TZS 729.8 million for complainants on disputed claim amounts, TZS 211.7 million on delayed claims and TZS 68.2 million on rejected claims, according to TIRA's annual report. TIRA itself received 341 consumer complaints that year.
What would you like to do now?
Frequently asked questions
Is the Tanzania Insurance Ombudsman free?
The 2013 regulations set a TZS 25,000 fee once a complaint is admitted, which the Ombudsman can waive. TIRA's 2024 report describes the service as cost-free, so ask when you file.
What is the maximum claim the Ombudsman can handle?
TZS 40 million, under regulation 6(1)(a) of the Insurance Ombudsman Regulations, 2013.