1 reviews | Active since Aug 2015
Insurance complaint not resolved
Dear Ombudsman
My complaint is relating to reference M3106/18.
It has been 5 months since I sent my complaints to your office, until to date my complaint has not been finalised.
On the 2nd of May 2019, I have sent an email to the relevant assistant ombudsman stuff member regarding the progress of complaint, until to date I had not received a response.
Furthermore I have made calls to the ombudsman office in order to get information on the progress of my complaint, The admin stuff member told me to be patient, as my matter is still being delt with by the relavent assistant ombudsman.
Due to not receiving response to the emails I have sent and the standard answers I received from the admin stuff member, I have since been placed me in a position of not knowing the latest circumstances surrounding my complaint.
This results in frustration, speculations and the lost of hope in the process which I trust.
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 reasons mine has not been finalised or what are the happenings with it at this stage.
On the 4th of April 2019, I had previously sent a similar complaint on this platform which have resulted in the assistant ombudsman handling my matter, keeping me updated on the complaint, which I appreciated.
Now that I am in the similar situation, I again reach out, in the hope that my matter can be escalated.
Regards Philani Mabaso Reference M3106/18
I have reviewed your matter and confirm that the Case Administrator was correct in informing you that the Assistant Ombudsman allocated your case is still dealing with the matter, and that you are required to exercise patience. I also noted that the Assistant Ombudsman previously consulted with you telephonically to advise on the reasons why your case has not yet been finalised.
To reiterate, the process of investigating a complaint takes time as this office has to 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. The nature and complexity of the issues involved also affect the time it takes to resolve a dispute. Your matter is indeed a complex one, which is also hotly contested by the insurer.
In addition, we have a very small staff and have to deal with complaints from all over South Africa. At any given 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.
Even though it may appear that your matter is taking a long time to be resolved, we can assure you that it is still the faster and more affordable alternative to litigation.
We do require your patience as the matter is being dealt with and assure you of our best efforts going forward.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
I have reviewed your matter and confirm that the Case Administrator was correct in informing you that the Assistant Ombudsman allocated your case is still dealing with the matter, and that you are required to exercise patience. I also noted that the Assistant Ombudsman previously consulted with you telephonically to advise on the reasons why your case has not yet been finalised.
To reiterate, the process of investigating a complaint takes time as this office has to 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. The nature and complexity of the issues involved also affect the time it takes to resolve a dispute. Your matter is indeed a complex one, which is also hotly contested by the insurer.
In addition, we have a very small staff and have to deal with complaints from all over South Africa. At any given 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.
Even though it may appear that your matter is taking a long time to be resolved, we can assure you that it is still the faster and more affordable alternative to litigation.
We do require your patience as the matter is being dealt with and assure you of our best efforts going forward.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
Thank you for your response.
Please note that I have been patient and I do respect the ombudsman process. Even though I have payed 8 installments to a vehicle I am no longer enjoying.
The challenge is that the relevant assistance ombudsman has completely stopped updating me on my complaint, however on her latest email she wrote "I will accordingly keep you updated". Which I appreciated.
On her latest update, she gave the insurer 5 days to investigate, which has lapsed a long time ago and I was expecting an update from her as she has stated on email.
All I would appreciate knowing is what we waiting for and how long we need to wait for it. That the type of information I have been receiving from her and for an unknown reason she has stopped.
Unfortunately the only platform which I receive comprehensive feedback from is hellopeter, even though I would have preferred to communicate to your office directly.
If you may, please share your email address or direct telephone number, so that I can communicate with you privately.
Kind Regards
Philani Mabaso
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Thank you for your response.
Please note that I have been patient and I do respect the ombudsman process. Even though I have payed 8 installments to a vehicle I am no longer enjoying.
The challenge is that the relevant assistance ombudsman has completely stopped updating me on my complaint, however on her latest email she wrote "I will accordingly keep you updated". Which I appreciated.
On her latest update, she gave the insurer 5 days to investigate, which has lapsed a long time ago and I was expecting an update from her as she has stated on email.
All I would appreciate knowing is what we waiting for and how long we need to wait for it. That the type of information I have been receiving from her and for an unknown reason she has stopped.
Unfortunately the only platform which I receive comprehensive feedback from is hellopeter, even though I would have preferred to communicate to your office directly.
If you may, please share your email address or direct telephone number, so that I can communicate with you privately.
Kind Regards
Philani Mabaso
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