Episodes

  • 6: Know your Ombud Episode 6: Death and Disability claims not adding up?

    6: Know your Ombud Episode 6: Death and Disability claims not adding up?
    Jul 3 2025
    In this episode of "Know Your Ombud," we examine the complexities of long-term insurance and the common complaints the Ombud receives.

    Host Maya Fisher-French chats to Sonya Marais, Senior Adjudicator for the Life Insurance Division of the National Financial Ombud (NFO), about the intricacies of insurance claims, particularly focusing on the challenges surrounding non-payment of claims and non-disclosure. Sonya explains the distinction between advice-related issues and product failures, and how these factors influence the adjudication process.

    Listeners will hear case studies, including an example of a driver who lost his eyesight and faced rejection of his claim due to the insurer's interpretation of disability. Sonya explains the Ombud's role in evaluating the fairness of such decisions, emphasising the importance of understanding the terms and conditions of insurance policies.

    The conversation also addresses the often-overlooked nuances of funeral policies and why you cannot take out funeral cover on someone who is not directly related to you. They also discuss the potential for fraud in the industry.

    Join Maya and Sonya as they navigate the challenges faced by consumers in the long-term insurance landscape, reinforcing the message that the Ombud service is a free and accessible resource for those seeking resolution in their insurance disputes. Remember, understanding your rights and responsibilities is key to ensuring fair treatment in the financial services sector.


    If you feel let down by a financial provider, contact one of these Ombud schemes:

    - FAIS Ombud for financial advice disputes – faisombud.co.za

    - Office of the Pension Funds Adjudicator (OPFA) for pension fund related disputes – pfa.org.za

    - JSE Ombud: JSE-related issues – jse.co.za

    - National Financial Ombud Scheme (NFO) for banking, credit, and insurance – nfosa.co.za

    This series was created in partnership with The Ombud Council.
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    20 mins
  • 1: Retirement Reimagined Episode 1: How prepared are South Africans for retirement?

    1: Retirement Reimagined Episode 1: How prepared are South Africans for retirement?
    Jul 2 2025
    Welcome to the first episode of “Retirement Reimagined,” a series of conversations exploring the latest FNB Retirement Survey and what it reveals about the average South African’s preparedness and attitude towards retirement.

    In the first episode of our series, we investigate the findings of the 2024 FNB Retirement Survey.

    Hosted by personal finance journalist Maya Fisher, this first episode investigates the findings of the 2024 FNB Retirement Survey with Samukelo Zwane: Product Head, FNB Wealth and Investments and Bheki Mkhize : CEO FNB Wealth and Investments

    One of the standout findings from the survey is that approximately 60% of respondents claim to have a retirement plan in place. While this figure seems promising, a deeper analysis uncovers that only 25% of these individuals have a retirement annuity, indicating a potential gap in effective retirement planning. The survey also highlights that many people begin thinking about retirement much earlier than previous generations, with some starting as young as 27. This shift suggests a growing awareness of the importance of retirement planning among younger South Africans.

    However, the survey also reveals a troubling reality: only 10% of retirees can truly claim to have retired comfortably, with the majority lacking sufficient funds to cover their basic needs. This discrepancy raises critical questions about the effectiveness of current retirement strategies and the need for better financial education and advice.

    As we explore the attitudes of those over 60, it becomes evident that many are not fully retiring but rather seeking secondary careers or part-time work to supplement their income. This trend reflects a broader cultural shift in how we view retirement—not as a time to relax but as a phase to remain active and engaged.

    The episode also addresses the anxiety surrounding retirement planning. Many individuals feel overwhelmed by the complexities of saving and investing for retirement. The survey indicates that access to financial advice significantly reduces this anxiety, underscoring the importance of guidance in navigating retirement options.

    Looking ahead, we will continue to unpack these themes in future episodes. We will explore whether retirement planning is becoming a luxury and how rising living costs affect our ability to save for the future. Join us on this journey to better understand and prepare for retirement, ensuring that we can all look forward to a secure and fulfilling future.
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    19 mins
  • 5: Know Your Ombud Episode 5: General & personal insurance unravelled

    5: Know Your Ombud Episode 5: General & personal insurance unravelled
    Jun 26 2025
    In this episode of "Know Your Ombud," host Maya Fisher-French engages with Edite Teixeira-Mckinon, the lead Ombud for non-life insurance, to understand the intricacies of short-term insurance and the common complaints consumers face. This episode aims to empower listeners with essential knowledge about their rights and the processes involved in lodging complaints against insurers.

    Maya and Edite discuss the various types of insurance policies under the non-life umbrella, including motor vehicle, home contents, and pet insurance. They delve into the most frequent complaints, particularly those related to motor vehicle insurance, and the complexities of insured values and shortfall insurance. Edite explains how understanding policy details can be crucial in avoiding disputes and ensuring fair treatment.

    Listeners will hear about real cases that highlight the importance of clarity in policy terms and the challenges consumers face when claims are rejected. Edite shares insights on the prevalence of complaints regarding mechanical warranties and the impact of recent events like COVID-19 on insurance trends.

    The episode also addresses the concept of recklessness in driving and how it can affect insurance claims. Edite emphasises the importance of being honest and transparent when filing claims, as misrepresentation can lead to the denial of coverage. The discussion serves as a reminder that consumers must actively engage with their insurance policies to fully understand their rights and obligations.

    Join Maya and Edite as they navigate the world of short-term insurance, providing listeners with valuable tips on how to protect themselves and ensure they receive the coverage they expect. Remember, the Ombud service is free and accessible, so don’t hesitate to reach out if you feel you've been treated unfairly!

    If you feel let down by a financial service provider, you can contact the appropriate ombud scheme via the links below:

    • Ombud for Financial Services Providers (FAIS Ombud): Disputes related to financial advice
    • Office of the Pension Funds Adjudicator (OPFA): Disputes related to pension funds
    • JSE Ombud: Disputes related to the JSE
    • National Financial Ombud Scheme (NFO): Disputes related to banking, credit, and insurance
    This podcast series was created in partnership with The Ombud Council.
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    26 mins
  • S2 Ep1: Money Bootcamp: Recognising financial trauma

    S2 Ep1: Money Bootcamp: Recognising financial trauma
    Jun 26 2025
    In the first episode of the second season of the Santam Insure Your Future Money Bootcamp, hosts Mapalo Makhu and Maya Fisher-French explore the emotional aspects of money management. With a focus on financial trauma, they discuss how our upbringing and past experiences shape our relationship with money and the significance of understanding these emotions. How these emotions can either empower or hinder our financial decisions.

    Mapalo and Maya share personal anecdotes and real-life examples, illustrating the profound impact of financial trauma on individuals' behaviours, from procrastination in checking bank statements to compulsive spending. They emphasise the importance of confronting these emotions and the necessity of having open conversations about money, whether with friends or partners.

    Listeners will gain insights into the concept of 'money vows' - the promises we make to ourselves based on our financial experiences - and how these can influence our current financial habits. The episode also addresses the psychological triggers behind retail therapy and excessive spending, encouraging listeners to reflect on their emotional drivers.

    Join Mapalo and Maya as they guide you through the complexities of money and emotions, equipping you with the knowledge to embark on your financial transformation journey. Remember, understanding your emotions around money is the first step towards achieving financial wellness.

    Don't forget to download the money questionnaire from our website to kickstart your journey!

    - Understanding Financial Trauma
    - The Impact of Upbringing on Money Mindset
    - Confronting Financial Fears
    - The Importance of Open Conversations about Money
    - Exploring Money Vows and Their Influence
    - Retail Therapy and Emotional Spending
    - Empowering Yourself through Financial Awareness

    This podcast series is designed to motivate and inform you as you navigate your personal financial transformation. Stay tuned for more insightful discussions in this season!
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    22 mins
  • 4: Know Your Ombud Episode 4: Responsible credit gone wrong

    4: Know Your Ombud Episode 4: Responsible credit gone wrong
    Jun 19 2025
    In this episode of "Know Your Ombud," host Maya Fisher-French speaks to Howard Gabriels, the head Ombud for credit, to unpack consumer rights when it comes to taking out credit. This episode aims to empower listeners by clarifying the roles of various Ombud schemes, including the National Financial Ombud, and the importance of lodging complaints against financial institutions.

    Maya and Howard delve into the types of complaints handled by the credit division, which encompasses a wide range of credit providers, from retailers to micro lenders. They discuss the critical issue of reckless lending, highlighting how consumers can seek recourse if they believe they have been treated unfairly. Howard shares insights from real cases, illustrating how the Ombud intervenes to resolve disputes and improve industry practices.

    This includes a case study on the abuse of value-add services which are often added to retail store accounts and how this can escalate a customer's debt. This case led to a major policy change for a retailer, ultimately benefiting thousands of consumers. It also highlights the importance of checking statements and understanding the implications of credit agreements.

    The episode also addresses the responsibilities that come with borrowing money, reminding consumers of the importance of communication with credit providers during financial difficulties. Maya and Howard stress that while consumers have rights, they also have obligations that must be honoured to maintain a healthy relationship with credit providers.

    Join Maya and Howard as they navigate the intricacies of credit complaints and the vital role the Ombud plays in protecting consumer rights. Remember, the Ombud service is free and accessible, providing an essential resource for those feeling underserved by financial institutions.


    If you feel let down by a financial service provider, you can contact the appropriate ombud scheme via the links below:

    • FAIS Ombud: Disputes related to financial advice
    • Office of the Pension Funds Adjudicator (OPFA): Disputes related to pension funds
    • JSE Ombud: Disputes related to the JSE
    • National Financial Ombud Scheme (NFO): Disputes related to banking, credit, and insurance
    This podcast series was created in partnership with The Ombud Council.
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    22 mins
  • S1 Ep3: Know Your Ombud Episode 3: Big Banks: David and Goliath

    S1 Ep3: Know Your Ombud Episode 3: Big Banks: David and Goliath
    Jun 12 2025
    In this episode of "Know Your Ombud," host Maya Fisher-French chats to Nerosha Maseti , the lead Ombud for banking services at the National Financial Ombud (NFO). This episode aims to empower consumers by shedding light on their rights and the processes involved in lodging complaints against financial institutions.

    Maya and Nerosha discuss the common grievances that consumers have with banks, particularly focusing on the importance of understanding when to escalate issues to the Ombud after attempting to resolve them directly with their bank. They clarify the distinctions between banking complaints and credit-related issues.

    Listeners will gain valuable insights into how the Ombud investigates cases, including those involving interest calculations and reckless lending. Nerosha shares real-life examples, illustrating the rigorous processes that the Ombud employs to ensure fairness and transparency in resolving disputes.

    The episode also delves into the complexities of banking fraud cases, discussing the responsibilities of both consumers and banks when it comes to digital security. Nerosha emphasizes the importance of safeguarding personal banking information and the potential consequences of negligence in this area.

    Join Maya and Nerosha as they demystify the Ombud's role, encouraging consumers to take charge of their financial rights and seek help when needed. Remember, the Ombud is a free service designed to assist you in resolving financial disputes, so don’t hesitate to reach out if you feel you’ve been treated unfairly!

    If you feel let down by a financial provider, contact one of these trusted schemes:
    • FAIS Ombud for financial advice disputes – faisombud.co.za
    • Office of the Pension Funds Adjudicator (OPFA) for pension fund related disputes: pfa.org.za
    • JSE Ombud for JSE-related issues: jse.co.za
    • National Financial Ombud Scheme (NFO) for banking, credit, and insurance: nfosa.co.za
    This series was created in partnership with The Ombud Council.
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    23 mins
  • 2: Know Your Ombud Episode 2: What to do if your financial institution does not treat you fairly

    2: Know Your Ombud Episode 2: What to do if your financial institution does not treat you fairly
    Jun 5 2025
    Know your Ombud is a series of conversations aimed at helping consumers of financial services understand their rights and where to go if they are not treated fairly.

    In this episode of "Know Your Ombud," host Maya Fisher-French sits down with Reana Steyn, the head Ombud and CEO of the amalgamated National Financial Ombud (NFO), to discuss the significant changes in the financial Ombud landscape following the establishment of the National Financial Ombud Scheme. Reana shares insights on how this new single scheme aims to simplify the process for consumers, consolidating four previously separate Ombud schemes into one streamlined organisation.

    Listeners will learn about the various types of complaints that can be addressed by the Ombud, the importance of initiating a complaint with the financial institution first, and the critical role of the Ombud in resolving disputes effectively. Reana emphasises that the Ombud service is free of charge, providing consumers with access to legal expertise without the need for costly lawyers.

    The conversation also touches on the fairness jurisdiction of the Ombud, which allows for a broader interpretation of consumer rights beyond just the legal contract. Reana explains how the Ombud can advocate for systemic changes within financial institutions, ensuring that consumer interests are protected and that unfair practices are addressed.

    Join Maya and Reana as they delve into the workings of the Ombud system, encouraging listeners to utilise this invaluable resource for resolving financial disputes and advocating for their rights. Remember, the Ombud is here to help you, so don't hesitate to reach out if you have a complaint!

    If you feel let down by a financial provider, contact one of these trusted schemes:
    • Ombud for Financial Services Providers (FAIS Ombud) for financial advice disputes: faisombud.co.za
    • Office of the Pension Funds Adjudicator (OPFA) for pension fund related disputes: pfa.org.za
    • JSE Ombud for JSE-related issues: jse.co.za
    • National Financial Ombud Scheme (NFO) for banking, credit, and insurance: nfosa.co.za

    This series was created in partnership with The Ombud Council.
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    19 mins
  • 1: Know Your Ombud Episode 1: Who oversees the Ombuds?

    1: Know Your Ombud Episode 1: Who oversees the Ombuds?
    May 29 2025
    Know your Ombud is a series of conversations aimed at helping consumers of financial services understand their rights and where to go if they are not treated fairly.

    The financial Ombud schemes include the National Financial Ombud, the FAIS Ombud, the JSE Ombud and the Pension Funds Adjudicator, which are all overseen by the Ombud Council. Lodging a complaint with an Ombud is free and you do not have to appoint a lawyer.

    In each episode, we speak to key persons from the ombud system to understand the cases they deal with and how the Ombud adjudicates complaints. We examine cases where the Ombud has ruled in favour of the consumer and those that go in favour of the financial institution.

    In this introductory episode we interview Leanne Jackson, the CEO of the Ombud Council to understand how the financial Ombud system works in South Africa.

    There have been significant changes since the establishment of the Ombud Council, which is the regulatory body that oversees the various financial Ombud schemes.

    In this episode Leanne and Maya discuss the role of the Ombud Council but also how the Ombud schemes apply the principles of Treating Customers Fairly. This goes beyond just the legal contract and looks at whether the contract or treatment of the consumer was fundamentally fair. It also highlights the importance of consumers using the Ombud system which can lead to systemic changes in the financial sector.

    If you feel let down by a financial provider, contact one of these trusted schemes:

    • Ombud for Financial Services Providers (FAIS Ombud) for financial advice disputes – faisombud.co.za
    • Office of the Pension Funds Adjudicator (OPFA) for pension fund related disputes – pfa.org.za
    • JSE Ombud for JSE-related issues – jse.co.za
    • National Financial Ombud Scheme (NFO) for banking, credit, and insurance – nfosa.co.za
    This series was created in partnership with The Ombud Council.
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    17 mins