1 reviews | Active since Sept 2013
Insurer's Response
I had an accident in Sept of 2012. When I claimed from my insurance so many things happened from being charged a ridiculous amount for excess to the courtesy getting ****** from my workplace. I involved a legal representative who investigated the insurance and found shocking things about that insurance. I am still dealing with that Insurance to date as I involved the Ombudsman. I have been very happy with the prompt response I have been receiving from the Ombudsman before he changed the Secretary. <br> <br> The last time I received an update on my case after I requested for the update was on the 3rd of this month (Feb) that the meeting was held with the insurance company the previous week regarding this matter and that they are currently awaiting their further advices. and that as soon as they receive a response, they will correspond with me.<br> I need to know how long is the Insurance supposed to respond to the Ombudsman after the meeting? I'm beginning to wonder what is really happening here as I have all proof of all the events that happened between 2012 to date! I have sent all the documents. I am really confused.
We regret that the process is taking longer than anticipated.
Like you, we prefer to have all matters resolved in the shortest time possible. It is unfortunately not always possible, as we have to follow due process, and allow the respective parties to present us with the facts and evidence on the basis of which we can make our determinations.
We are glad that you were happy with prompt responses.
We however also note that while you state that this has changed since the secretary was changed, you also state that you were last updated on the 3 February 2015. You also state that you were advised then that we still await the insurer's further advices. It is therefore surprising that you would under such circumstances attribute the delay to this office and specifically to the secretary.
Due process requires that we obtain the information which would place us in a position to make sound determinations.
While we allow specific timeframes within which the parties must respond, we are also mindful that this is not always possible.
We trust that you will understand the above.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
We regret that the process is taking longer than anticipated.
Like you, we prefer to have all matters resolved in the shortest time possible. It is unfortunately not always possible, as we have to follow due process, and allow the respective parties to present us with the facts and evidence on the basis of which we can make our determinations.
We are glad that you were happy with prompt responses.
We however also note that while you state that this has changed since the secretary was changed, you also state that you were last updated on the 3 February 2015. You also state that you were advised then that we still await the insurer's further advices. It is therefore surprising that you would under such circumstances attribute the delay to this office and specifically to the secretary.
Due process requires that we obtain the information which would place us in a position to make sound determinations.
While we allow specific timeframes within which the parties must respond, we are also mindful that this is not always possible.
We trust that you will understand the above.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman