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Internal Claims Escalation and Review Process

Our process and time lines from receiving, assessing and paying your claim is:

  • Step 1

    AUL receives your claim and immediately issue a ticket to assist you keeping track of the progress. 

  • Step 2

    The claim is allocated to an assessor.
    If all supporting documentation has been received and the claim form has been completed accurately, your claim will be assessed according to our SLA.

    Before 10h, same day payment.
    After 10h, next day latest.

  • Step 3

    Depending on the value of the claim, the claim is reviewed by an approver and/or the Admin Manager. The claim is either approved and paid or repudiated.

If your claim is invalid and we have repudiated your claim, we will send you a repudiation letter. If you disagree with our assessment, you have the option to request us to reconsider your claim or lodge a complaint.

Should you be dissatisfied with the outcome of your claim or the advice or service you received, you may contact the office of the Ombud for Financial Services Providers (FAIS Ombud) at the following address:

Postal Address
Financial Services Board
PO Box 74571
Lynwood Ridge


Physical address
Kasteel Park Office Park
Orange Building, 2nd Floor
Cnr of Nossob and Jochemus Street
Pretoria, 0081


012 762 5000
012 470 9080

012 348 3447
012 470 9097