YB
Yaya B
1 reviews | Active since Apr 2022
19 Apr 2023, 10:58
Frustrating Poor Service!!
We have a pending case since February, with no progress update. We follow up and promised feedback the following week and nothing. The agent Kereletso has never been available, not even once, to take our call. Case M380/23
It’s been 3 months. Surely your turnaround times should be far less than that???
Helpful (0)
Replies (2)0
Replies (2)
Ombudsman for Short Term Insurance's replyOfficial
19 Apr 2023, 14:09Hi Ayanda,
I hope you are well.
I have had a look at the file and I see that we sent an update last week and the week before. Kindly advise if you did not receive our updates, as I note that the email address provided in this review does not match what we have on record for the complainant.
We look at each complaint carefully. There is no set time in which we resolve complaints. Each matter is different and how long it takes will depend on a number of things including:
I hope you are well.
I have had a look at the file and I see that we sent an update last week and the week before. Kindly advise if you did not receive our updates, as I note that the email address provided in this review does not match what we have on record for the complainant.
We look at each complaint carefully. There is no set time in which we resolve complaints. Each matter is different and how long it takes will depend on a number of things including:
How complex the complaint is;
- How long it takes to get all the relevant information and for both sides to tell their story;
- Whether reports from third parties (such as loss adjusters or claims experts) are needed;
- Whether you or the insurer accept our initial recommendation.
Some complaints can be resolved in a few weeks. About 50% of complaints submitted to OSTI are resolved within 4 months. About 28% of complaints submitted to OSTI are resolved within 4 to 6 months. About 22% of complaints submitted to OSTI take longer than 6 months to resolve. We publish detailed figures showing how long it takes us to resolve complaints each year in our annual report (available on our website).
Thank you for your feedback regarding our communication. I will getTshireletso to return your call.
Kind regards,
Marilize Blignaut
Customer Experience Manager
Customer Experience Manager
Ombudsman for Short Term Insurance's reply19 Apr 2023, 14:09
Official
Hi Ayanda,
I hope you are well.
I have had a look at the file and I see that we sent an update last week and the week before. Kindly advise if you did not receive our updates, as I note that the email address provided in this review does not match what we have on record for the complainant.
We look at each complaint carefully. There is no set time in which we resolve complaints. Each matter is different and how long it takes will depend on a number of things including:
I hope you are well.
I have had a look at the file and I see that we sent an update last week and the week before. Kindly advise if you did not receive our updates, as I note that the email address provided in this review does not match what we have on record for the complainant.
We look at each complaint carefully. There is no set time in which we resolve complaints. Each matter is different and how long it takes will depend on a number of things including:
How complex the complaint is;
- How long it takes to get all the relevant information and for both sides to tell their story;
- Whether reports from third parties (such as loss adjusters or claims experts) are needed;
- Whether you or the insurer accept our initial recommendation.
Some complaints can be resolved in a few weeks. About 50% of complaints submitted to OSTI are resolved within 4 months. About 28% of complaints submitted to OSTI are resolved within 4 to 6 months. About 22% of complaints submitted to OSTI take longer than 6 months to resolve. We publish detailed figures showing how long it takes us to resolve complaints each year in our annual report (available on our website).
Thank you for your feedback regarding our communication. I will getTshireletso to return your call.
Kind regards,
Marilize Blignaut
Customer Experience Manager
Customer Experience Manager
YB
Yaya B's updateReviewer Update
19 Apr 2023, 14:34I’d believe that if the agent you mention here, hadn’t advised that “Gomotso has a lot of files to deal with” - this tells me that the case is not being looked at, at all. A turnaround of months in a service industry, is ridiculous to say the least. The matter has not been looked at since the insurer responded because no, it’s not a complex matter. This vanilla feedback you offer, is not sufficient I’m afraid.
I look forward to better feedback.
I look forward to better feedback.
YB
Yaya B's update19 Apr 2023, 14:34
Reviewer Update
I’d believe that if the agent you mention here, hadn’t advised that “Gomotso has a lot of files to deal with” - this tells me that the case is not being looked at, at all. A turnaround of months in a service industry, is ridiculous to say the least. The matter has not been looked at since the insurer responded because no, it’s not a complex matter. This vanilla feedback you offer, is not sufficient I’m afraid.
I look forward to better feedback.
I look forward to better feedback.