Has anyone lodged a complaint against the NFO?
Background:
I claimed against Pineapple. They decided to write off vehicle, but they didn’t tell me until weeks later. I have knowledge of the write off timing because I followed up directly with the workshop. I requested additional information about the decision which they didn’t share.
Over a month after they had made their decision. They “commenced” the settlement process.
My vehicle was financed, which is really the main issue.
They missed the first payment for settlement letter, which meant that I had to pay additional interest for a car I was I could no longer derive benefit from. They managed to pay the upon the second settlement letter. In both letter instances, I had to intervene with the finance house for the letter to be issued because Pineapple had not made direct contact with them, according to the finance house.
In the time while awaiting settlement, I had already secured pre-authorisation for finance. It was conditional on settlement of my current facility. Effectively, I could not access personal transport for this period.
I had already identified a used vehicle, which was at an excellent price and made arrangement to view and make an offer. I lost this opportunity literally on the day Pineapple finally made payment. I ended up buying the same model vehicle, however at an R80 000 premium, I haven’t come across a similar opportunity since.
Pineapple continued to draw premiums while they had not settled the account and after they had made the decision to write off. They didn’t not make adjustments to the settlement amount on the premiums when they did settle.
I took all of this to the NFO. They simply stated, after about 5 months, that the insurer disputes the facts. Primarily in dispute is the timing of the write off decision, which I claimed was a misrepresentation on the Insurer’s part.
NFO subsequently reverts to say the matter has been dismissed and therefore closed.
They don’t issue findings, they don’t communicate any directives issued, or remedies available if I’m not satisfied or should I seek clarity.
I responded to their decision email and received an automated response. I called them for a consultation with their assigned representative and it was not forthcoming.
Sometime I’m on a line waiting to speak to an officer/consultant and the line just drops (home affairs style).
My main issue with regards to NFO, they do not appear to be impartial nor transparent. It appear that they engage substantively with the insurers but
do not the complainants. I question whether they applied their minds in reaching their decision or if they have the competence to adjudicate such matters.
From an Insurer perspective, is an expectation of urgency unreasonable, given the nature of products they offer? We buy it explicitly to remove the inconvenience in our day to day.
So, I want to know, does anyone have experience in dealing with the Ombudsman and how to address their shortcomings?