1 reviews | Active since Jul 2020
Bad service at osti and biased outcome favouring dial direct
I got involved in a car accident December 2019. I reported the accident to my insurance dial direct. They took 2 months in finalising my claim. I had to constantly call them for updates. In December 2019 they towed my vehicle to vw for assessments my vehicle stayed there for two months as dial direct refused to grant vw permission to conduct the assessment, my vehicle then went out of warranty. Dial direct then wrote off my vehicle without doing assessments. I lodged a complaint with their internal dispute resolution. Dial direct advised that they can now repair the vehicle. They took away the car hire. So during this pandemic i travel by taxi with my sick daughter to doctor appointments. I am unable to also work because the industry i am in as a consultant requires a vehicle. Ombusman took 5 months to give an outcome and yep they were biased and ruled in favour of dial direct. I am still waiting for telephone recording with myself; nadia and Aadielah from osti, they have not sent the recordings and subsequently closed my file.
When deciding a complaint submitted to our Office, we consider all the relevant facts and arguments. If the outcome of your complaint was not in your favour, this does not mean that the Office was "biased".
OSTI is independent and impartial. This means that if we believe that the insurer has made a mistake, or that your issue was unfairly handled by the insurer, we will say so. If, however, we do not find fault with the way in which the insurer has dealt with your matter, we will find in favour of the insurer.
Please provide your OSTI file reference number so that I may follow up on the recordings you have referred to.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
When deciding a complaint submitted to our Office, we consider all the relevant facts and arguments. If the outcome of your complaint was not in your favour, this does not mean that the Office was "biased".
OSTI is independent and impartial. This means that if we believe that the insurer has made a mistake, or that your issue was unfairly handled by the insurer, we will say so. If, however, we do not find fault with the way in which the insurer has dealt with your matter, we will find in favour of the insurer.
Please provide your OSTI file reference number so that I may follow up on the recordings you have referred to.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.