A complainant who is a member of the National Hospital Insurance Fund (NHIF) is a relieved man after the insurer rectified erroneous detail in his records. The complainant wrote to the Commission that on January 31, 2019, he checked his details as captured by NHIF and he discovered there was an extra dependant whom he did not know.

Although he notified NHIF of the anomaly and sought to have it rectified, the insurer informed him that he needed to swear an affidavit indicating that he did not know the said person. The customer felt aggrieved since the affidavit would have cost implication on him despite the error not being his fault.  

Upon inquiry by the Commission, NHIF heeded to the demand to remove the strange dependant from the records of the complainant. He was grateful for the Commission’s intervention.

“This is just to confirm that this issue has been resolved. I am very grateful for your intervention. My feeling is that without the Ombudsman's intervention, it would have taken forever to resolve,” he said in an appreciation email on June 12, 2019.

The Access to Information Act, 2016, requires public and private institutions to keep accurate and authentic records of their customers.

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