1 reviews | Active since Oct 2017
Is the OSTI really an independent body or is it an advocate for insurers
I first lodged a complaint with the OSTI against my insurer on the 13th of April 2022. All evidence was submitted by both parties by the 17th of June. I have asked the OSTI multiple times why my case is not resolved and all they say is that they are waiting for information from the insurer.
When I ask which information they have requested, they decline to reply. I asked for communication between them and the insurer to be transparent and they declined.
It has been 5 months now since I opened my case, and although I had overwhelming evidence over the insurer's wrongdoing, the OSTI seems to not want to finalize this matter.
Which makes me ask the question? If the OSTI is a fair unbiased body between the insurer and the consumer then why hide critical information/documentation or communication from consumers?
All I want is for my case to be resolved fairly without bias or prejudice.
I have had a look at your matter and note that we sent you correspondence on 16 August 2022. You only responded to this e-mail two days ago (07 September 2022) advising that you did not see our e-mail, as an explanation for your own delay.
Upon receipt of your e-mail it was forwarded to the insurer for consideration and response. We now await the insurer's response.
It is interesting that OSTI is being accused of delays by you under such circumstances.
Please also note that we are required to handle matters without fear, favour or prejudice. Your conduct of the matter may be perceived as an attempt by you to apply undue interference with the outcome and may warrant that we withdraw our services. Please refrain from such conduct to avoid this risk.
It is one thing to point out where we are not performing as well as we ought to (which would be appreciated), but a completely different one to deliberately misrepresent facts or cast aspersions on our office or processes.
We trust that we will be able to resolve the matter as soon as we have all information on file.
If you require an update you are welcome to contact the relevant persons handling your matter after allowing for a reasonable time for the insurer to investigate further and revert, and also for our office to process that response.
It will also be appreciated that the feedback you give us is accurate and fair.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
I have had a look at your matter and note that we sent you correspondence on 16 August 2022. You only responded to this e-mail two days ago (07 September 2022) advising that you did not see our e-mail, as an explanation for your own delay.
Upon receipt of your e-mail it was forwarded to the insurer for consideration and response. We now await the insurer's response.
It is interesting that OSTI is being accused of delays by you under such circumstances.
Please also note that we are required to handle matters without fear, favour or prejudice. Your conduct of the matter may be perceived as an attempt by you to apply undue interference with the outcome and may warrant that we withdraw our services. Please refrain from such conduct to avoid this risk.
It is one thing to point out where we are not performing as well as we ought to (which would be appreciated), but a completely different one to deliberately misrepresent facts or cast aspersions on our office or processes.
We trust that we will be able to resolve the matter as soon as we have all information on file.
If you require an update you are welcome to contact the relevant persons handling your matter after allowing for a reasonable time for the insurer to investigate further and revert, and also for our office to process that response.
It will also be appreciated that the feedback you give us is accurate and fair.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman