Van Onselen Consulting strives to assist clients in achieving the following main business objectives:

• Improvement of Ombudsman complaints statisitics by preventing disputes reaching the Ombudsmans office via independant oversight of escalated complaints.
• Improvement of Ombudsman overturn ratios for those complaints already submitted to the Ombudsman.
• Improvement on claim decision making which realises better outcomes for customers.

Why Outsource?

• Cost saving benefits
• Reputational benefit
• True independance in that no decision is linked to the initial business decision.
• Compliance with the Policyholder Protection Rules.
• Expertise and experience in dealing with insurance complaints
• Consistent and effective application of legal principles, Ombudsman regulation and TCF (Treating Customers fairly)
• Efficient and effective turn around times
• Thorough investigations into the merits of the complaint.
• Attention to detail which often operational areas fail to consider before final decisions are made.
• Excellent relationships with both the Short Term and Long Term Ombudsman offices

Paul attended school at St Johns College in Johannesburg where he matriculated in 1989.

Paul is a qualified attorney who has worked in the insurance industry for over 20 years.

He studied at the University of Kwa-Zulu Natal where he graduated with a BProc degree in Law and was admitted as an attorney in 2001.

He worked for two of the largest insurance Companies in South Africa (Telesure Investment Holdings and Hollard Life Assurance Company) where he worked predominantly in the Legal and Ombudsman dispute resolution fields of expertise.

In 2006, Paul completed his Diploma in Arbitration and mediation (Cum Laude) with AFSA (Arbitration Foundation of South Africa)

In 2015, Paul was appointed as Chairperson for the South African Insurance Association’s (SAIA) Short term Ombudsman’s Committee representing the Insurance industry.

He also enjoyed 3 successful years working for the Ombudsman for Short Term Insurance in 2004, where he was appointed as an Assistant Ombudsman.

Paul was Hollard’s Group Internal Adjudicator from the inception of the role in 2018, until the beginning of 2021.