This Ombudsman office are useless and *********** can’t investigate and always take side of service providers

I reported a complain in May 2019 in Ombudsman for short term insurance as Standard bank refused to fix my swimming pool instead they want to clean it and yet it is Damaged by floods in April.Louisah was very irritated when I call for update as for John who was investigating the matter didn’t respond to my 3 emails that I sent to him.after Louisah told me the investigation takes 6 month to a year to investigate and on their website says different.after I told her that I also reported the same matter to consumer protection commission the next day my matter was finalized and i lost the case and she told me that the file has been closed they will be no further investigation and yet I have a right to apply for review.today I received an email from standard bank insurance saying based on Osti I must signed that they will only pay for cleaning of my swimming pool ,I refused . Who monitor the office of Ombudsman? Which department I can report them ? Do we really need Ombudsman? Which laws guide them ? These people are *********** if you complain they refer you as rude person.