gR
grant R
1 reviews | Active since Jun 2009
07 May 2019, 09:08
A complete waste of time
A more useless crowd would be difficult to find - clearly biased in favor of the insurers. Endless time is given to the insurers to respond. My complain was submitted 2 months ago, today, finally acknowledgment of an email sent over a month ago. This office also refuses to be transparent in setting out time frames in which parties have to respond - stating "it's internal".
This is a prime candidate for Special Assignment or Carte Blance to investigate - it would appear this office is set up, funded and run by insurance companies - and dances to the beat of their drum. As can be seen by other complaints, endless extensions are given to insurers to respond. I have requested via their facebook page direct contact details of their chairman - a request that will no doubt be refused. Should that be the case, the matter will be taken further. Enough is enough !!
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Replies (2)
Ombudsman for Short Term Insurance's replyOfficial
07 May 2019, 13:50Dear Grant.
We are aware of your complaint, initially addressed on our Facebook page. The Assistant Ombudsman assigned your case has confirmed that she will contact you telephonically to explain our process. Please note that the Chairman of our Board of Directors is not involved in the dispute resolution process.
The time frames within which a party must respond to our office are indeed transparent. They are set out on our website and in correspondence addressed to the parties concerned. You must appreciate however that each matter is administered according to the specific circumstances of the relevant parties, both of which may request an extension of the time frame they are required to submit a reply. If the motivation for such a request is accepted to be reasonable, the extension is granted by the Assistant Ombudsman. This office must give both you and the insurer the fullest opportunity of submitting evidence before we can make a recommendation or propose a resolution of the dispute. Your allegation that this office is bias in favour of the insurer is incorrect. We stress that the Ombudsman acts independently and objectively in resolving disputes, and is not under instructions from anybody when exercising its authority.
We do accept that there are delays in our office. This is due to high case loads. At any time, there are several hundred matters pending and each matter is dealt with on its own merits and with the same degree of urgency and importance. The nature and complexity of the issues involved can also affect the time it takes to resolve a dispute.
You will receive further feedback from the Assistant Ombudsman in the course of this week.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
We are aware of your complaint, initially addressed on our Facebook page. The Assistant Ombudsman assigned your case has confirmed that she will contact you telephonically to explain our process. Please note that the Chairman of our Board of Directors is not involved in the dispute resolution process.
The time frames within which a party must respond to our office are indeed transparent. They are set out on our website and in correspondence addressed to the parties concerned. You must appreciate however that each matter is administered according to the specific circumstances of the relevant parties, both of which may request an extension of the time frame they are required to submit a reply. If the motivation for such a request is accepted to be reasonable, the extension is granted by the Assistant Ombudsman. This office must give both you and the insurer the fullest opportunity of submitting evidence before we can make a recommendation or propose a resolution of the dispute. Your allegation that this office is bias in favour of the insurer is incorrect. We stress that the Ombudsman acts independently and objectively in resolving disputes, and is not under instructions from anybody when exercising its authority.
We do accept that there are delays in our office. This is due to high case loads. At any time, there are several hundred matters pending and each matter is dealt with on its own merits and with the same degree of urgency and importance. The nature and complexity of the issues involved can also affect the time it takes to resolve a dispute.
You will receive further feedback from the Assistant Ombudsman in the course of this week.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
Ombudsman for Short Term Insurance's reply07 May 2019, 13:50
Official
Dear Grant.
We are aware of your complaint, initially addressed on our Facebook page. The Assistant Ombudsman assigned your case has confirmed that she will contact you telephonically to explain our process. Please note that the Chairman of our Board of Directors is not involved in the dispute resolution process.
The time frames within which a party must respond to our office are indeed transparent. They are set out on our website and in correspondence addressed to the parties concerned. You must appreciate however that each matter is administered according to the specific circumstances of the relevant parties, both of which may request an extension of the time frame they are required to submit a reply. If the motivation for such a request is accepted to be reasonable, the extension is granted by the Assistant Ombudsman. This office must give both you and the insurer the fullest opportunity of submitting evidence before we can make a recommendation or propose a resolution of the dispute. Your allegation that this office is bias in favour of the insurer is incorrect. We stress that the Ombudsman acts independently and objectively in resolving disputes, and is not under instructions from anybody when exercising its authority.
We do accept that there are delays in our office. This is due to high case loads. At any time, there are several hundred matters pending and each matter is dealt with on its own merits and with the same degree of urgency and importance. The nature and complexity of the issues involved can also affect the time it takes to resolve a dispute.
You will receive further feedback from the Assistant Ombudsman in the course of this week.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
We are aware of your complaint, initially addressed on our Facebook page. The Assistant Ombudsman assigned your case has confirmed that she will contact you telephonically to explain our process. Please note that the Chairman of our Board of Directors is not involved in the dispute resolution process.
The time frames within which a party must respond to our office are indeed transparent. They are set out on our website and in correspondence addressed to the parties concerned. You must appreciate however that each matter is administered according to the specific circumstances of the relevant parties, both of which may request an extension of the time frame they are required to submit a reply. If the motivation for such a request is accepted to be reasonable, the extension is granted by the Assistant Ombudsman. This office must give both you and the insurer the fullest opportunity of submitting evidence before we can make a recommendation or propose a resolution of the dispute. Your allegation that this office is bias in favour of the insurer is incorrect. We stress that the Ombudsman acts independently and objectively in resolving disputes, and is not under instructions from anybody when exercising its authority.
We do accept that there are delays in our office. This is due to high case loads. At any time, there are several hundred matters pending and each matter is dealt with on its own merits and with the same degree of urgency and importance. The nature and complexity of the issues involved can also affect the time it takes to resolve a dispute.
You will receive further feedback from the Assistant Ombudsman in the course of this week.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
gR
grant R's updateReviewer Update
09 May 2019, 12:31I'm not wanting to contact the chairman regards the dispute or it's merits.
I'm wanting to contact him regards the ridiculous delays afforded to insures to respond.
Other Ombud services are just as busy - banking, for one. They do not let banks take as much time as they please to respond.
CSOS - Community Schemes Obmud - everything within strict time frames.
It took the insurer 6 weeks to respond - but only days to reject claims !!
gR
grant R's update09 May 2019, 12:31
Reviewer Update
I'm not wanting to contact the chairman regards the dispute or it's merits.
I'm wanting to contact him regards the ridiculous delays afforded to insures to respond.
Other Ombud services are just as busy - banking, for one. They do not let banks take as much time as they please to respond.
CSOS - Community Schemes Obmud - everything within strict time frames.
It took the insurer 6 weeks to respond - but only days to reject claims !!