Legal
Complaints
If we have got something wrong, we would rather hear it than not. This sets out how to tell us, what we will do about it, and who you can go to if we do not put it right.
Last updated 15 September 2026
1Tell us first
Most things are quickest to fix directly with us, and we would ask for the chance before you go elsewhere.
- Telephone
- 021 203 5379 · after hours 071 866 5175
- In person
- 18 Montreal Drive, Aviation Park Unit D, Airport Industria
Please give us your policy number if you have one, what happened, and what you would like done about it.
2What we will do
- We will acknowledge your complaint within two working days.
- We will give you a decision within four weeks. If it will take longer, we will tell you why and how much longer.
- We will tell you the outcome in writing, with our reasons.
- If we do not uphold your complaint, we will tell you who you may approach next, and by when.
We keep a record of every complaint and how it was resolved. Complaining costs you nothing and will never affect how you are treated.
3Who to approach, depending on the problem
SamWill is the funeral director. The cover itself is administered by AMOR BROKERS (FSP 52097) and underwritten by Safrican Insurance Company Limited. Which office can help depends on what went wrong.
About the funeral itself
SamWill Funeral Service
The service, the arrangements, our staff or our conduct. Contact us as above. You may also raise it with the NFDA, whose code of conduct we hold to — 011 825 4404, contact@nfda.org.za.
About how the policy was sold to you
FAIS Ombud
Complaints about financial advice or how a product was sold.
- Provider first
- AMOR BROKERS' complaints contact — to be confirmed. Please telephone us in the meantime.
- Telephone
- 012 762 5000
- info@faisombud.co.za
- Website
- www.faisombud.co.za
About a claim, or how the policy was administered
National Financial Ombud Scheme South Africa
Complaints about a claim or how a policy was administered.
- Insurer first
- Safrican Insurance Company Limited
- Telephone
- 0860 800 900
- info@nfosa.co.za
- Website
- nfosa.co.za
About your personal information
Information Regulator (South Africa)
How we collected, used, shared or protected your information.
- Complaints
- complaints.IR@justice.gov.za
- Website
- inforegulator.org.za
4These offices are free
The ombuds listed above cost you nothing and you do not need a lawyer to approach them. They will normally ask that you have complained to us, the provider or the insurer first, and given that office a reasonable chance to answer.