Ombud not impartial and not providing support to customers

I am very unhappy with the service received from the ombudsman. First email received was on 25 May indicating that feedback will be received in 30 days. I followed up twice and only received 10 July. That is definitely more than 30 days.

I responded that same day and no response or acknowledgment have been received to date.

I also see all the ‘facts’ presented by Naked insurance and agreement by the ombud to uphold the decision of Naked insurance.

Naked insurance only presented the evidence to the ombudsman that they wanted and not the contradicting evidence to their decision as it suits them.

I urge anyone wanting to move to Naked insurance not to do so as they will change reports and evidence to suit them. Their Assessor communicated only via WhatsApp call which I believe should be against the law as there is now no record of what has been communicated or agreed upon.

I find that the ombud is not impartial and that they definitely have a good relationship with the insurance companies.

I believe the ombudsman should do more for the customers as the customers do not have the resources that the insurance companies have and that is the purpose of the ombud. However they are failing the customers.