TIO resolves over 2,000 insurance disputes
DAR ES SALAAM: THE TIRA, TIO host seminar for court staff, has successfully resolved more than 2,000 insurance disputes since its establishment in 2015, achieving an 88 per cent success rate.
Speaking at the 49th Dar es Salaam International Trade Fair (DITF), TIO Senior Mediator Aloyce Mbunito said the institution provides swift and affordable justice to policyholders without the need for costly legal proceedings.
“Our goal is to resolve conflicts through alternative, expedited methods,” Mr Mbunito said.
TIO eliminates the need for legal representation, with proceedings conducted entirely in Swahili to ensure accessibility for all Tanzanians. To initiate a dispute, claimants pay a nominal registration fee of 25,000/-, which can be waived for those facing financial hardship.
“We want every Tanzanian denied their rightful claim to recover it without financial obstacles,” Mr Mbunito said.
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TIO’s mandate focuses on three key objectives: providing a cost-effective alternative to courts, ensuring insurance companies adhere to regulations and treat policyholders fairly and educating the public on how to seek redress when faced with insurance-related grievances.
Mr Mbunito identified four common categories of disputes handled by TIO: claim denials, undercompensation, delayed payments and outright rejection of claims. Undercompensation cases, where claimants feel the payout offered is unfairly low, are the most frequent.
To resolve disputes, TIO uses a three-tiered approach: reconciliation, mediation and arbitration. Most cases are settled through reconciliation or mediation and since TIO’s inception, no case has escalated to arbitration.
To extend its services, TIO has established registries in regions where the Tanzania Insurance Regulatory Authority (TIRA) operates, including Dodoma, Arusha, Mwanza, Tabora, Katavi, Mbeya, Lindi and Zanzibar.
This decentralisation brings dispute resolution closer to communities across the country. Policyholders can submit complaints via letter, email, or by completing a Dispute Form available on the TIO website or at its offices. Complainants are required to clearly outline their dispute and attach relevant documents such as insurance contracts, police reports, medical records, photographs and receipts.
TIO was formally established under Section 122 of the Insurance Act No 10 of 2009 and began operations in 2015 following the appointment of the first Ombudsman. It operates as an autonomous institution focused on safeguarding the interests of insurance consumers and fostering trust in Tanzania’s insurance sector.
“Our commitment to fair, prompt and accessible justice makes TIO a key advocate for policyholders, ensuring transparency and accountability in the insurance industry,” Mr Mbunito said.
