As the city eases into its favourite time of year — the season of languid lunches, rooftop sunsets, long-awaited road trips and a general loosening of the collective collar — our holiday mindset tends to shift toward indulgence, freedom and a little well-earned mischief. But behind the scenes of this carefree stretch, another trend quietly unfolds: a sharp rise in insurance disputes that often catches even the most seasoned, well-insured motorists off guard.

That’s the insight from Edite Teixeira-McKinnon, Lead Ombud for the Non-life Insurance Division of the National Financial Ombud Scheme (NFO), who joined HOT Business with Jeremy Maggs, powered by Standard Bank, to unpack what’s really behind the surge — and why so many drivers misunderstand their cover.

One of the biggest surprises? It’s not just about alcohol.

Yes, insurers can reject claims where impairment is proven “on a balance of probabilities,” using everything from tracking data and CCTV to bank slips and witness accounts — even without a blood test. But the Ombud says the real story is broader. The modern motorist leaves a digital trail, and insurers follow it.

More than that, many rejections stem from what happens after the accident. Fleeing the scene or giving inaccurate information remains one of the most common ways drivers jeopardise their own claims — even when alcohol isn’t a factor at all.

Add to this a persistent knowledge gap about policy exclusions, and you have a perfect summer storm. Driving under the influence is one of the oldest, most standard exclusions in the industry — not an unusual clause requiring special emphasis — yet year after year it catches consumers by surprise.

It’s here that the Ombud plays a critical role: meticulously examining data, recordings, and case evidence, challenging leading questions, and overturning decisions where fairness demands it. Still, with only around 20% of matters reversed, most outcomes stand.

So as the holiday spirit takes hold, the message isn’t one of restriction — but of awareness. Enjoy the season fully, travel boldly, celebrate beautifully… just know that your behaviour, your data, and your honesty in the moment can shape the outcome long after the sun has set.

For deeper insight and real-world examples, listen to the full interview with Edite Teixeira-McKinnon in the audio clip embedded below.