1 reviews | Active since Feb 2014
Ombudsman (OSTI) with bark and no bite.
I claimed for my ****** cellphone from CellC/Cellsure/Hollard on 09 August 2019 but was repudiated because I insisted on a device of similar make and model as my policy dictates other than their inferior and cheaper offer. I submitted a police report and paid the Excess and Sim card fees equalling R350. My contract is up for renewal on 04 February 2020 which I continue to pay although I don't have a device. I decided to complain to the Ombudsman for Short Term Insurance (OSTI) on 03 September under ***/2019 when I got the runaround from them. The Osti rep**** on 05 Sept and promised to investigate. I later received feedback that Hollard was disputing the facts. On 03 November I submitted evidence that Hollard was lying and pointed to certain documents to prove it. The Osti seems to ignore my plea for justice as I did not even get a reply on that email until I requested an update on 29 Nov with a reply on 02 Dec. My latest email dated 18 December went unanswered up to now. On 03 November I informed the Osti of two contradictory Excess fee documents that existed in my complaint. One is from CellC store that I signed accepting the fee when I submitted my claim and the other submitted by Hollard during the investigation. The Hollard one appeared to be an altered version as it contains no figures like the other. This shows Hollard is hiding something which the Osti is aware of. I also pointed to the Sim fees that I had to pay while the policy states that Hollard should be covering that as well in the event of total loss of equipment. I paid an over rated excess fee as well. I am using 2 loan devices as mine was dual Sim enabled. The Osti does not seem to care. Please help.
We apologize that the matter has taken longer to be resolved than you had anticipated. Please note that this office has a very small professional staff complement and we 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.
In the investigation of your complaint, our office requested additional information from your insurer on 26 November 2019. Our records indicate you were updated of this status on 26 November and 2 December 2019. We received the insurer's response on 12 December 2019. The Assistant Ombudsman to whom your complaint has been allocated will need an opportunity to review the response and formulate her findings.
Please note that the merits of your complaint will not be addressed on this platform. Our further advises in the matter will be communicated directly to you, within the next 10 days.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.
We apologize that the matter has taken longer to be resolved than you had anticipated. Please note that this office has a very small professional staff complement and we 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.
In the investigation of your complaint, our office requested additional information from your insurer on 26 November 2019. Our records indicate you were updated of this status on 26 November and 2 December 2019. We received the insurer's response on 12 December 2019. The Assistant Ombudsman to whom your complaint has been allocated will need an opportunity to review the response and formulate her findings.
Please note that the merits of your complaint will not be addressed on this platform. Our further advises in the matter will be communicated directly to you, within the next 10 days.
Yours faithfully,
Ayanda Mazwi
Senior Assistant Ombudsman.