Poor service from the OSTI

I filed an online complaint with the Ombudsman late last year,around November, citing poor service and requesting a refund from the insurer - reference number ***. A month later I received correspondence from the Ombudsman advising that the insurer has not responded and 7-day reminder has been sent to them(Ref no : ULC: M2957/18 CRM:***) .I wrote several emails to the OSTI requesting feedback but with no assistance. The response from the insurer was only mailed to us by mid August. By this time I had lost interest in the intricacies of the case and therefore i directed my frustrations to the OSTI as to why a simple case like this with the re-reimbur*****t request of less than R2000.00 took so long and how is it possible that the insurer was offered such a long time to respond to my complaint. To my amazement, without explanation the case is now closed. I would like the Ombudsman to give me a full report on how this case was handled resulting is such a huge delay and also to understand what is the purpose of their 7 day reminder letter.