OSTI taking to long to get the insurer to pay

Good day,

I write this with great sadness, I registered a case with OSTI on the 22nd of July 2020. The case is against ABSA i-Direct insurance refusing to pay out my car as my insurance. It is now 9 months and the case is still not resolved. The last time I engaged OSTI on the progress of the matter I was told that OSTI has made it's investigations and sent an informal recommendation to ABSA .

When I enquired on the 11th of March 2021, I was responded to on the 18th of March 2021 as follows: " Good day, we refer to your e-mail below, We apologize for our delayed response which has been due to high volumes of correspondence and complaints in our office, kindly be advised that your matter is still being attended to and we will revert in due course, we appreciate your patience in this regard"

The sad thing is that I am paying for a car I shouldn't be paying for because it was insured. Every month, ABSA deducts money from me and yet they are refusing to pay out the car as they were my insurance. when I engaged this via ABSA I was told that they will only engage with OSTI. Yet OSTI is quiet. This case has gone on for to long and the fact that an informal recommendation was given to ABSA I expect a Formal recommendation sent out and thereafter if the insurance still refuses the matter is referred to a formal ruling.

Why is a case that had already been investigated and an informal recommendation sent taking so long? I am financially affected. Please help!