Poor service - Ombudsman

Following the major earth tremor that occurred in Germiston/Boksburg in 2023 my daughter's house and flatlet suffered a fair amount of damage. We reported the latter to claims Outsurance. The assessor came out and inspected the damage. In the interim we contacted a building contractor for a repairs quote (replacement of floor and wall tiles - current ones could not be matched - as well as cracks in a number of walls). Outsurance was quick in quoting the cost of repairs. This was substantially less than the builder's quote. (The latter quoted for retiling as the current ones were no longer supp****.) We informed Outsurance that the house and flatlet had been jacked a few years previous and this needed to be checked to ensure there was no movement, before repairs took place. Outsurance informed us they stood by their original quote (ignoring the fact that the replaced tiles would not match the existing ones). We reported to the Ombudsman that we were unhappy about the decision. The Ombudsman is strict on time lines for reporting. However, they are lackadaisical on the latter to you. This to the point where you have to request several times why the delay. Finally, the Ombudsman made a decision 6 months after the initial reporting. (They had informed us it could take a few months even though it was a fairly straight forward complaint.) The real issue is that the Ombud's decision was based on jacking of the house and flatlet, which was totally incorrect. We simply wanted the builder's quote for retiling and crack repairs to be considered as per our original complaint. If checking the possible movement of the jacks was disallowed so be it. We pointed this misinterpretation to the Ombud. They ignored it and informed us case closed!