Insurance complaint not resolved

Good afternoon all

Hope you are well.

My complaint was made to your office on 4 December 2018 and was allocated to one of your assistant ombudsman with reference M3106/18.

On the 4th of February 2019 I sent all response documents that was required by the ombudsman for short term insurance.

On the 12th of February 2019 I received notice from the ombudsman, stating that my response has been noted, sent to the insurer and that upon their response they will revert back to me.

On one of the calls made to the ombudsman office, the admin ombudsman notified that the insurer has responded to them, however nothing was communicated to me thereafter.

Ever since that time I have been occasionally calling the admin ombudsman to ascertain the status of my complaint. Unfortunately, the admin ombudsman has been giving me standard answers, which gave me no idea as to what is happening with my complaint. the admin ombudsman basically advised me that Ms Bezri is dealing with my file and she will revert back to me as soon as she is done. That the answer she has been giving until to date.

Her standard answers has always left me in the dark and with speculations in my mind.

Though I understand and respect that the ombudsman office has many other complaint to deal with, I would appreciate at least to understand what is the reason mine has not been finalised or what are the happenings with it at this stage.

I would have appreciated that the ombudsman office would have made recommendation at this stage, since I am in deep financial struggles due to this matter.

I hope this complaint is sufficient for more people to assist in the complaint in question.

Humble Regards Philani B Mabaso

Reference M3106/18