NM
Nisha M
1 reviews | Active since Jun 2016
09 Jan 2019, 10:56
PATHETIC SERVICE!
PATHETIC! I have emailed a complaint in December and filled out the forms, to date no reply! I emailed again, only to be told that I am sending the forms to the wrong place- but that is where they said I must send it! Pathetic!!! STILL WAITING FOR ANSWERS- EVEN THE OMBUDSMAN SUCKS!!!
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Replies (5)0
Replies (5)
Ombudsman for Short Term Insurance's replyOfficial
09 Jan 2019, 11:26Dear Ms Singh
As per your own account, the complaint would have only been with our office for less than a month. Part of this period would have been when our office was closed for the holidays.
Once a complaint has been received, it is forwarded to the respondent insurer for the latter to process and contact you and to resolve the dispute directly. The insurer has at least 14 days to do this. This is part of the due process we have to follow.
We have to investigate matters thoroughly in order to have a correct and fair outcome. It would therefore not be reasonable to expect an outcome within such a short period of time.
While we strive to complete our investigations and to communicate outcomes within 3 months for most of the complaints we receive, this is not always possible. Depending on the complexity of the merits of each matter, the cooperation of the parties, the availability of the required evidence, it may take a (much) shorter or longer period to have a particular matter resolved.
If it is your view that our process is not suitable for your requirements, there are alternative forums. You may pursue the matter elsewhere. It is however more likely that it would take equally long, if not longer, as the same due process would have to be followed at those alternative forums.
You are welcome to contact our office directly to establish where your matter currently stands. We will also on our side investigate this and provide an update.
We trust that the above is in order.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
As per your own account, the complaint would have only been with our office for less than a month. Part of this period would have been when our office was closed for the holidays.
Once a complaint has been received, it is forwarded to the respondent insurer for the latter to process and contact you and to resolve the dispute directly. The insurer has at least 14 days to do this. This is part of the due process we have to follow.
We have to investigate matters thoroughly in order to have a correct and fair outcome. It would therefore not be reasonable to expect an outcome within such a short period of time.
While we strive to complete our investigations and to communicate outcomes within 3 months for most of the complaints we receive, this is not always possible. Depending on the complexity of the merits of each matter, the cooperation of the parties, the availability of the required evidence, it may take a (much) shorter or longer period to have a particular matter resolved.
If it is your view that our process is not suitable for your requirements, there are alternative forums. You may pursue the matter elsewhere. It is however more likely that it would take equally long, if not longer, as the same due process would have to be followed at those alternative forums.
You are welcome to contact our office directly to establish where your matter currently stands. We will also on our side investigate this and provide an update.
We trust that the above is in order.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Ombudsman for Short Term Insurance's reply09 Jan 2019, 11:26
Official
Dear Ms Singh
As per your own account, the complaint would have only been with our office for less than a month. Part of this period would have been when our office was closed for the holidays.
Once a complaint has been received, it is forwarded to the respondent insurer for the latter to process and contact you and to resolve the dispute directly. The insurer has at least 14 days to do this. This is part of the due process we have to follow.
We have to investigate matters thoroughly in order to have a correct and fair outcome. It would therefore not be reasonable to expect an outcome within such a short period of time.
While we strive to complete our investigations and to communicate outcomes within 3 months for most of the complaints we receive, this is not always possible. Depending on the complexity of the merits of each matter, the cooperation of the parties, the availability of the required evidence, it may take a (much) shorter or longer period to have a particular matter resolved.
If it is your view that our process is not suitable for your requirements, there are alternative forums. You may pursue the matter elsewhere. It is however more likely that it would take equally long, if not longer, as the same due process would have to be followed at those alternative forums.
You are welcome to contact our office directly to establish where your matter currently stands. We will also on our side investigate this and provide an update.
We trust that the above is in order.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
As per your own account, the complaint would have only been with our office for less than a month. Part of this period would have been when our office was closed for the holidays.
Once a complaint has been received, it is forwarded to the respondent insurer for the latter to process and contact you and to resolve the dispute directly. The insurer has at least 14 days to do this. This is part of the due process we have to follow.
We have to investigate matters thoroughly in order to have a correct and fair outcome. It would therefore not be reasonable to expect an outcome within such a short period of time.
While we strive to complete our investigations and to communicate outcomes within 3 months for most of the complaints we receive, this is not always possible. Depending on the complexity of the merits of each matter, the cooperation of the parties, the availability of the required evidence, it may take a (much) shorter or longer period to have a particular matter resolved.
If it is your view that our process is not suitable for your requirements, there are alternative forums. You may pursue the matter elsewhere. It is however more likely that it would take equally long, if not longer, as the same due process would have to be followed at those alternative forums.
You are welcome to contact our office directly to establish where your matter currently stands. We will also on our side investigate this and provide an update.
We trust that the above is in order.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
NM
Nisha M's updateReviewer Update
09 Jan 2019, 12:23Thank you for your response, however from the 7th of December it has been over a month and there was not even an acknowledgment of my email- it was just totally ignored and there was no out of office- it was just read but said nothing!
NM
Nisha M's update09 Jan 2019, 12:23
Reviewer Update
Thank you for your response, however from the 7th of December it has been over a month and there was not even an acknowledgment of my email- it was just totally ignored and there was no out of office- it was just read but said nothing!
Ombudsman for Short Term Insurance's replyOfficial
10 Jan 2019, 10:52Dear Ms Singh
I am advised that you were contacted yesterday and that you would be required to complete the correct application forms as you had completed the FAIS Ombuds' forms and not ours.
I have also had sight of proof that your e-mails were sent to addresses of the FAIS Ombud and the Ombudsman for Banking Services (as per the below screen shots), and not to our office.
From: Pranisha Singh I am advised that you were contacted yesterday and that you would be required to complete the correct application forms as you had completed the FAIS Ombuds' forms and not ours.
I have also had sight of proof that your e-mails were sent to addresses of the FAIS Ombud and the Ombudsman for Banking Services (as per the below screen shots), and not to our office.
Sent: Friday, December 7, 2018 11:37 AM
To: '***' <***>
Subject: FW: Complaint registration
Importance: High
Sent: Monday, January 7, 2019 9:55 AM
To:***; ***
Subject: FW: Complaint registration
Importance: High
It therefore appears that you confuse the different offices.
We will however investigate the matter further upon receipt of your application forms, and advise as the matter develops.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Ombudsman for Short Term Insurance's reply10 Jan 2019, 10:52
Official
Dear Ms Singh
I am advised that you were contacted yesterday and that you would be required to complete the correct application forms as you had completed the FAIS Ombuds' forms and not ours.
I have also had sight of proof that your e-mails were sent to addresses of the FAIS Ombud and the Ombudsman for Banking Services (as per the below screen shots), and not to our office.
From: Pranisha Singh I am advised that you were contacted yesterday and that you would be required to complete the correct application forms as you had completed the FAIS Ombuds' forms and not ours.
I have also had sight of proof that your e-mails were sent to addresses of the FAIS Ombud and the Ombudsman for Banking Services (as per the below screen shots), and not to our office.
Sent: Friday, December 7, 2018 11:37 AM
To: '***' <***>
Subject: FW: Complaint registration
Importance: High
Sent: Monday, January 7, 2019 9:55 AM
To:***; ***
Subject: FW: Complaint registration
Importance: High
It therefore appears that you confuse the different offices.
We will however investigate the matter further upon receipt of your application forms, and advise as the matter develops.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
NM
Nisha M's updateReviewer Update
10 Jan 2019, 12:07Hi. There was no confusion- I was advised by one of your own where to send the documents to:
From: Uyanda Phiri **********
Sent: Friday, December 7, 2018 11:35 AM
To: Pranisha Singh **********
Subject: RE: Complaint registration
Dear Sir/ Madam
Your complaint must be forwarded to our complainant’s registration division :
**********
Kind regards,
Uyanda Lila-Phiri| Case Manager
Office of the Ombud for Financial Services Providers
Kasteel Park Office Park, Orange Building, 2nd Floor, c/o Nossob & Jochemus Street, Erasmus Kloof, Pretoria
Phone: ********** / ********** | Fax: ********** | Email: ********** | Website: www.faisombud.co.za
NM
Nisha M's update10 Jan 2019, 12:07
Reviewer Update
Hi. There was no confusion- I was advised by one of your own where to send the documents to:
From: Uyanda Phiri **********
Sent: Friday, December 7, 2018 11:35 AM
To: Pranisha Singh **********
Subject: RE: Complaint registration
Dear Sir/ Madam
Your complaint must be forwarded to our complainant’s registration division :
**********
Kind regards,
Uyanda Lila-Phiri| Case Manager
Office of the Ombud for Financial Services Providers
Kasteel Park Office Park, Orange Building, 2nd Floor, c/o Nossob & Jochemus Street, Erasmus Kloof, Pretoria
Phone: ********** / ********** | Fax: ********** | Email: ********** | Website: www.faisombud.co.za
NM
Nisha M's updateReviewer Update
21 Jan 2019, 15:33Still no feedback since 9 January!!!
NM
Nisha M's update21 Jan 2019, 15:33
Reviewer Update
Still no feedback since 9 January!!!