1 reviews | Active since Jul 2011
Shocking service - Ombudsman staff
<p>I have logged a complaint with the Short Term Insurance in February 2017. Whenever I try to communicate with Jolene, the irritation in her voice is always overwhelming. Trying to follow up on my case was like pulling teeth. Information that was received by Jolene on the 8th of May has not been communicated with me until the third time I followed up - which was today. When I contacted her to discuss the feedback from the insurer she was incredibly rude, agitated and irritated. Taken aback by her irritation, I stated that I could hear she was 'busy' and suggested I call back another time. She carried on speaking to me in a very rude and irritated tone of voice. When I asked her why she was so impatient with me, she actually put the phone down on me. How is the Ombudsman even trying to protect the consumer if this is the way clients are being treated? Who can I contact to resolve a dispute with Alexander Forbes as clearly the Ombudsman is not interested in assisting me.</p>
Dear Ms Steyn
Thank you for the feedback.
It is disappointing that you have experienced bad service and a poor attitude from us.
We will investigate your complaint further and take the necessary corrective measures.
You should be contacted within the next two days with an update in the above regard.
We once again regret the poor experience.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Dear Ms Steyn
Thank you for the feedback.
It is disappointing that you have experienced bad service and a poor attitude from us.
We will investigate your complaint further and take the necessary corrective measures.
You should be contacted within the next two days with an update in the above regard.
We once again regret the poor experience.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Dear Ms Steyn
I have been updated that you have been contacted as per my earlier feedback and that the poor service issues have been addressed.
As far as the merits are concerned, I am made to understand that you will receive our further advices in due course.
I trust that all is in order for now.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Dear Ms Steyn
I have been updated that you have been contacted as per my earlier feedback and that the poor service issues have been addressed.
As far as the merits are concerned, I am made to understand that you will receive our further advices in due course.
I trust that all is in order for now.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
Hi Peter,
All is not in order until this matter has been resolved.
Even though I have received a phone call, I am still awaiting feedback regarding my concerns.
Thank you.
Ester.
Hi Peter,
All is not in order until this matter has been resolved.
Even though I have received a phone call, I am still awaiting feedback regarding my concerns.
Thank you.
Ester.
See Peter, Nobody has since come back to me with the promised feedback. So this issue has not been resolved yet.
See Peter, Nobody has since come back to me with the promised feedback. So this issue has not been resolved yet.
I have just had a discussion with the Assistant Ombudsman dealing with your matter and she advised that she required additional information from the insurer before making a decision on the matter.
She has apparently received a reply today and will be attending to the matter.
I did point out that this should have been communicated to you.
You should receive the decision in due course. (She will have same prepared, and it will go through our quality control process and then you will receive it.)
Please allow approximately two weeks (at most) for the process to be completed.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman
I have just had a discussion with the Assistant Ombudsman dealing with your matter and she advised that she required additional information from the insurer before making a decision on the matter.
She has apparently received a reply today and will be attending to the matter.
I did point out that this should have been communicated to you.
You should receive the decision in due course. (She will have same prepared, and it will go through our quality control process and then you will receive it.)
Please allow approximately two weeks (at most) for the process to be completed.
Yours faithfully
Peter Nkhuna
Senior Assistant Ombudsman