Establishment of TIO

Tanzania Insurance Ombudsman is established under Section 122 of the Insurance Act No. 10 of 2009 and charged with the responsibility of resolving disputes arising between insurance consumers and insurance registrants’ business in Tanzania.

Vision & Mission Statement

VISION

The Ombudsman envisions “Centre of excellence in resolving insurance disputes equitably and in a cost-effective manner”

MISSION

“To develop, nurture and protect public confidence in insurance for sustainable economic growth through an effective alternative dispute resolution mechanism”

Core Values

The Ombudsman will uphold five (5) core values as follows:

1. Accountability and transparency: We are accountable and undertake our duties fairly with care and transparency;
2. Competency and objectivity: We discharge our functions competently and objectively;
3. Collegiate management and team spirit: We manage our affairs in a consultative and participatory approach;
4. Independence, impartiality and probity: We maintain independence in our dealings with all parties and provide our services impartially and highest level of probity;
5. Equity and fairness: we observe equity and fairness in all our dealings;

Ombudsman Principles

The Ombudsman shall, in performance of its functions, seek to ensure and observe the principles that:

(a) it acts independently and objectively in resolving any complaint received and takes no instructions from any person regarding the exercise of its powers;

(b) it follows informal, fair and cost-effective procedures;

(c) it keeps in balance the scale between complainants and insurance registrants;

(d) it accords due weight to considerations of equity;

(e) it maintains confidentiality, in so far as it is feasible to do so, in respect of every complaint received; and

(f) insurance registrants act with fairness and with due regard to both the letter and the spirit of the contract between the parties and render an efficient service to those with whom they contract.

When to Lodge a Complaint

A complaint should be lodged to the Insurance Ombudsman within a period of three years from the date on which the complainant became aware that the complaint had cause to complain to the Ombudsman

Complaints handling Procedure

• Complaints should be in writing (letter or email) and should be addressed to the Insurance Ombudsman.
• The complainant should explain in detail the nature of his/her complaint.
• Documents to substantiate an insurance claim and correspondences made between the insurer and the complainant should be submitted to the Insurance Ombudsman.
• The complainant is asked to be patient throughout the period that a complaint is being handled by the Insurance Ombudsman.

Payment of fee

The complainant shall pay filing fees of shillings twenty-five thousand when it has been determined that complaint is admissible.

Contact Information

Tanzania Insurance Ombudsman

P. O. BOX 2893 DAR ES SALAAM

Fax: +255 22 2111094

Phone: +255 22 2111117

MINISTRY OF WORK, TRANSPORT AND COMMUNICATION, GROUND FLOOR 14 JAMHURI STREET