1 reviews | Active since Apr 2015
OSTI not being FAIR
Good day, I have a case/complaint submitted to the insurance ombudsman. At the beginning of the process your office was keeping me informed of what steps were happening and by when they were supposed to be to be completed /due. The last communication I have from your office was on the 8th March 2015, stating that the Insurer (Hollard) has not responded to your office. Since that date I have contacted the OSTI office/ your office on three occasions (23-Mar-16, 05-Apr-16, and today the19th April 16) to no avail. Today is exactly 42 days that I have no idea what is going on or even if there has been any response from the insurer. <br> <br> My complaint falls under the jurisdiction of this office, but it doesn't seem the Insurer (Hollard) respects this office or the timelines/due dates that it gives in order to deliver on its mandate. Be that as it may, it certainly does not indemnify this office/organisation of its responsibility to be fair and to advise and deal with any blockers in the process to resolve the complaints submitted to this office/organisation. I have growing daily expenses as the result of this issue no being resolved, OSTI YOU HAVE FAILED ME FOR 42 DAYS AND COUNTING! <br>
Dear Mr Madlala
We regret that our turn around time has not met your expectations.
We further confirm that the insurer had requested an extension in order to properly investigate the matter and revert with a response. We normally grant such requests as it is often not possible to make a determination without all the relevant information.
Mr Theunissen had already been in the process of finalizing the matter after the abovementioned delays on the part of the insurer, which delays you seem to have been aware of.
We are pleased to also confirm that the determination has indeed been finalized and that it was forwarded to you and your legal advisors earlier today.
We take this opportunity to point out that the nature of our work is such that we cannot make any determination where there is outstanding information, lest our determination should be incorrect or even unjust. We will therefore attempt to have all the relevant information prior to making decisions.
Lastly, our correspondence of 5 January 2016 did specify that it may take a while to finalize the investigation.
We trust that the above is understandable.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Dear Mr Madlala
We regret that our turn around time has not met your expectations.
We further confirm that the insurer had requested an extension in order to properly investigate the matter and revert with a response. We normally grant such requests as it is often not possible to make a determination without all the relevant information.
Mr Theunissen had already been in the process of finalizing the matter after the abovementioned delays on the part of the insurer, which delays you seem to have been aware of.
We are pleased to also confirm that the determination has indeed been finalized and that it was forwarded to you and your legal advisors earlier today.
We take this opportunity to point out that the nature of our work is such that we cannot make any determination where there is outstanding information, lest our determination should be incorrect or even unjust. We will therefore attempt to have all the relevant information prior to making decisions.
Lastly, our correspondence of 5 January 2016 did specify that it may take a while to finalize the investigation.
We trust that the above is understandable.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman