Complaints.

YuLife is committed to its clients, and undertakes to resolve any matter within 15 workings days of receipt.

What to do to solve your complaint.


1. Contact your Adviser or Yulife directly:

If you have any concerns about your YuLife policy or the financial advice you have received, discuss it with your adviser or us directly at YuLife. If you are still not satisfied with the outcome you can submit the complaint in writing. Remember to have all relevant documentation supporting your concerns available to assist the adviser to resolve your concerns. If you are not satisfied with the response, you may contact the FAIS Ombudsman.


YuLife complaints:

  • complaints@yulife.com


2. If you remain dissatisfied with the outcome of your representations made to your adviser, YuLife or any of our internal complaints processes, you can reach out to the Ombudsman for Long Term Insurance:

  • Postal: Private Bag X45, Claremont, 7735
  • Tel: (021) 657 5000
  • Fax: (021) 674 0951
  • Email: info@ombud.co.za


3. If you are not satisfied with the outcome of a claim, and would like it to be reviewed, you have 90 days from receipt of the communication to make a written statement regarding the decision to decline. Any steps to challenge the base decision to decline needs to be addressed directly with Guardrisk:

  • Postal: PO Box 786015, Sandton, 2146
  • Tel: 086 033 3361
  • Email: complaints@guardrisk.co.za


4. If you remain dissatisfied with the outcome of your representations made to the insurer or of our internal complaints process, you have right to lodge a complaint with the Ombudsman for Long Term Insurance, whose contact details are as follows:

  • Postal: Private Bag X45, Claremont, 7735
  • Tel: (021) 657 5000
  • Fax: (021) 674 0951
  • Email: info@ombud.co.za


If you have any issues in relation to the insurance product sold to you, or the disclosures made or with any advice that may have been provided, you may lodge a complaint with the FAIS Ombudsman:

  • Postal: PO Box 74571, Lynwood Ridge, 0040
  • Tel: (012) 762 5000
  • Fax: (012) 348 3447
  • Email: info@faisombud.co.za