Concerns Regarding Delays and Lack of Procedural Clarity in Complaint Handling

We submitted a formal complaint against an insurance company on 8 August 2025. The matter is relatively small in value (approximately R20 000) and was supported by a comprehensive written submission, including twelve appendices, provided at the outset.

It has now been five months since submission, and no decision has yet been issued. Over this period, we have followed up consistently, through more than ten phone calls and approximately twelve email threads. While there has been ongoing email correspondence, we have at no point been provided with a clear understanding of the process, expected timelines, or when a decision might reasonably be anticipated. In the meanwhile there has also been a reshuffling, and we now have a new case administrator.

The matter has been allocated to two different investigators. In both instances, the process involved repeatedly requesting responses from both parties, on at least three separate occasions, despite the fact that a detailed and complete report was already submitted at the beginning. This repetition has contributed to delays and appears disproportionate given the nature and scale of the dispute.

Given the limited monetary value and relative simplicity of the case, the extended duration and lack of procedural clarity are concerning. While communication has occurred, the absence of defined timelines or decisive progress over a five-month period has undermined our confidence in the effectiveness and reliability of the Ombudsman’s complaint-handling process.

This is really deeply concerning.