The conference commenced with a welcome address by Ms Reana Steyn, Head Ombud and Chief Executive Officer of the NFO, followed by a presentation from Ms Edite Teixeira-Mckinon, Lead Ombud: Non-Life Insurance. The session provided valuable insights into complaint trends emerging from matters finalised by the Non-Life Insurance Division in the first half of 2026, highlighting developments across motor, homeowners’, commercial and microinsurance classes.

A highlight of the programme was an engaging presentation by Munich Re, which explored the role of reinsurance in supporting insurer resilience, managing catastrophe exposures and responding to emerging risks. Particular attention was given to Per- and Polyfluoroalkyl Substances (PFAS), an increasingly significant global environmental and liability risk expected to have a growing impact on the insurance industry.

The conference also featured presentations on Alternative Dispute Resolution (ADR) by Conflict Dynamics, emphasising the importance of mediation and conciliation in resolving disputes efficiently and fairly. Delegates further benefited from a series of practical case studies presented by the NFO, covering topics such as fraud and misrepresentation, disclosure obligations, underinsurance and the application of the average clause, providing valuable insight into the Ombud’s adjudicative approach.

Reflecting on the conference, SAIA welcomed the opportunity to engage directly with the NFO and industry stakeholders. The discussions reinforced the importance of collaboration in promoting fair customer outcomes, strengthening industry practices and ensuring that the insurance sector remains responsive to emerging legal, operational and environmental risks.