FAISOMBUD - a total waste of time. Never bothered investigating my complaint!

I submitted a complaint to FAISOMBUD earlier this year, which was declined.

Information was subsequently exposed that my broker never registered my claims, nor did he process my claims, but rather withheld critical information about my claims.

Instead of facilitating my claims as he should have done in terms of our mandate, my broker never did anything with my claims, until 10 weeks after submitting my claims he came to see me and verbally informed me that my claims had been declined, without any official letter from the insurer.

In addition, my broker then claimed that he did not have to register each claim, and that the assessors dealing with my other claims could have dealt with these unregistered claims. However, that was not the case as none of the assessor reports mentioned my missing claims.

When my broker realised he had made an error with the assessments he offered me R20,000 compensation for forgetting to register a R1,000,000 claim.

Why does an institution like FAISOMBUD exist when they do not even render the most basic assessment of whether a complaint has been properly registered, properly processed and officially declined. They did not even bother reading the assessor reports which excluded my missing claims. FASIOMBUD also did not confirm with my insurer that my claims had been officially declined nor ask for the insurer’s letter declining my claims. Those are basic steps they should have followed!

All FAISOMBUD did was ask my broker for input and then repeat that input to me. That was a total waste of time and that was not why I submitted a complaint to FAISOMBUD. I expected FAISOMBUD to investigate whether my claims had been properly processed in terms of all of my policy documents and provisions, not to repeat my broker’s opinion. My broker is a broker, not an assessor. He does not decide whether to approve a claim or not, the insurer does that, and the insurer is supposed to issue an official letter declining my claims, which was never issued.

Now that all the above information about my missing claims had been exposed, I reported this to FAISOMBUD with a request to review my complaint, but they simply ignored me.

Surely, once new information comes to light, it is time to review the matter?