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Marzelle F

1 reviews | Active since Oct 2018

18 Mar 2019, 15:36

OSTI is a waste of time - They cant help you at all!

After our bad experience with ABSA Idirect we were told to lodge a complaint with OSTI to review the matter, what a joke! With all the paperwork, and absa's rejection letters that changed constantly with there reasons.. and also an incorrect report of the accident to OSTI of the accident scene, direction from which the accident happend. THEY CLOSED MY CASE AND ADVISED THERE IS NOTHING THEY CAN DO AFTER 4 MONTHS OF NOT PROVIDING FEEDBACK ? I will not recommend any one to make use of the complaints service with OSTI for a fair investigation on your case? I cant see why OSTI will be there to help the customer with such problems as they also give you the run around just like ABSA Idirect for a few weeks to tell you sorry we cant do any thing? The "TCF" Treat customers fairly was not at all brought into consideration what-so ever. We have wasted precious and valuable time thinking that OSTI is a competent company that will investigate the matter and look into ALL aspects and correct absa on there *********** investigation, insulting accusations, and the fact that there investigating person made a whole stuff up on the "Scence that he supposedly visited?. Worst is that OSTI is listed on ABSA's list of who you must contact to lodge a case? Rather spend money on a good lawyer, as OSTI is not there to protect or investigate any matter in detail to make a decision? I was clearly told in my letter of rejection that they can not make a decision ?

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Replies (1)
Ombudsman for Short Term Insurance
Ombudsman for Short Term Insurance's reply29 Mar 2019, 13:15
Official
Dear Marzelle

You have not provided OSTI's reference number. I am therefore unable to comment on the merits of your complaint specifically. 

It is important to understand the context in which our decisions are made. For instance, OSTI is independent and impartial. This means that it is neither a consumer champion nor an industry trade-body. If we believe that the insurer has made a mistake, or that your issue was unfairly handled by the insurer, we will say so. If, however, we do not find fault with the way in which the insurer has dealt with your matter, based on actual evidence, we will find in favour of the insurer. 

If you were told that our office could not make a decision, this is likely due to the fact that there were material disputes of facts in your case. When a matter being investigated by this office reaches a stage where a factual dispute must be resolved, and the validity of the complaint depends on whose version of the facts are correct, the Ombudsman no longer has the jurisdiction to continue. A factual dispute needs to be resolved in a Court of Law, where a formal hearing may be held. The Ombudsman has a limited adjudicative function and can therefore not hold a formal hearing allowing the witnesses to be examined and cross examined. Where there are such disputes, testing the opposing witnesses in this way is the only way to arrive at a proper conclusion.

Yours faithfully, 

Ayanda Mazwi 
Senior Assistant Ombudsman.