Financial Ombudsman Service Determintation
Who is the financial Ombudsman and how independent are they, in my experience not very independent at all "TRUTH" be known the Ombudsman is not financed by the Government as one would think, they are sponsored and financed by those insurance companies for which we lodge our complaints against.
The NRMA had absolutely no reservations in modifying documents and figures prior to their submission to the Ombudsman as their evidence. Documents that weighed heavily against my claim. My submission that was given to the Ombudsman, contained the original documents with the exact same cover page and date, that the NRMA had supply me with some months earlier.
This document I refer to was a quotation undertaken by the NRMA builder. Prior to the undertaking of this quotation and based on personal experiences of others who lodged claims in the past with the NRMA, only to have the NRMA send in their builders, that would slice tens of thousands off genuine quotes, after which they would force cash settlements down the throats of the insured for the reduced amount, leaving them with large shortfalls to complete repairs.
I made one request with the NRMA, that was for a written guarantee that the NRMA and their said builder will undertake the repairs for the set amount of the quotation. This was flatly rejected and directed to their policy terms and conditions. Basically telling me I had no rights. I still allowed their builder to attend my home.
A short time following the attendance of the NRMA builder I received a written quotation containing some five lines. Some 5 weeks later I received the scope of works, in this quote the same figure kept appearing room by room for the same amount. This scope of works was also in error of some $18,000 from the first quotation received. I was informed by the NRMA "irrespective of this, the cash and cash only settlement still stands".
Some months later my claim went to the Ombudsman, the NRMA saw fit to modify their quotation by the amount of $18,000, so now we had 3 quotes same date and cover page. The original quote was for $124,800 storm damage, second quote was for $105,000 and the third for $87,000. Rather than adding $18,000 their builder deducted $18,000. In a statement to the NRMA I stated the error was around $18,000 when in fact the exact error was $18,800, but the NRMA saw fit to adjust this quote for the exact amount stated by me rather than the correct amount of $18,800.
On the same day that the NRMA submitted their documents in relation to these quotes, I also submitted my draft pointing the Ombudsman towards all 3 copies of the quotes that now exist. The Ombudsman excepted the submission by the NRMA that day but rejected my mine. Even during the Ombudsman determination, they questioned the validity of the $87,000 quotation. The Ombudsman allowed the NRMA to clarify this by phone and denied me the same rights.
The NRMA also denied I had any valid claim for damages to the pool and equipment, or that they had carried out any repairs to the pool apart from securing the solar absorber back onto the roof. Unfortunately at this point in time it was my word against the NRMA, of course the Ombudsman took the word of the NRMA. These repairs all failed within 5 months of warranty and NRMA refused to have the repairs rectified.
After making several phone calls I was able to obtain a copy of the repair invoice from the company that carried out the repairs, not only did I notify the Ombudsman, I also notified the NRMA after which I received a call from one Gina D Angelo team manager of the NRMA requesting I return the invoice to the NRMA, as I have no rights to it.
I lodged my complaint and evidence to the FOS for reconsideration, this was back in late 2007 and to this very day some 5 months later not one reply, I gave up after 3 months.
Please for all who are visiting here don't take my word for it, read the documents for yourself. You decide is this the way you expect your insurer to conduct themselves with lies and deceit.
This document is the first quote from NRMA builder (page2)
This document is the second quote from NRMA builder
This document is the third quote from NRMA builder submitted by NRMA
Ombudsman determination read pages 25, 26 and 27
This document is the invoice for repairs to the pool
This document is the builders repair contract
Finally this document was sent to the Ombudsman with supporting evidence
On the FOS web site one can submit a complaint on the handling of a determination. On this page it state " 3. Efficiency: We aim to deal with all complaints in a timely manner – you will receive acknowledgement of your complaint within 14 working days of its receipt at IOS and you will receive our response within 30 days of its receipt at IOS, or within a time frame as otherwise agreed.
If you would like to make a complaint against IOS, please contact us on:
Tel: (03) 9613 6300
Fax: (03) 9614 8657
Email: info@fos.org.au <mailto:info@fos.org.au>
http://www.insuranceombudsman.com.au/pages/article.aspx?id=1&PageID=55&ArticleID=ArticleID200865172016
To date I have heard nothing from the FOS and by phone I was told that even if I proved the NRMA submitted false documents the ruling will still stand. How is that for justice from a independent body.
The NRMA had absolutely no reservations in modifying documents and figures prior to their submission to the Ombudsman as their evidence. Documents that weighed heavily against my claim. My submission that was given to the Ombudsman, contained the original documents with the exact same cover page and date, that the NRMA had supply me with some months earlier.
This document I refer to was a quotation undertaken by the NRMA builder. Prior to the undertaking of this quotation and based on personal experiences of others who lodged claims in the past with the NRMA, only to have the NRMA send in their builders, that would slice tens of thousands off genuine quotes, after which they would force cash settlements down the throats of the insured for the reduced amount, leaving them with large shortfalls to complete repairs.
I made one request with the NRMA, that was for a written guarantee that the NRMA and their said builder will undertake the repairs for the set amount of the quotation. This was flatly rejected and directed to their policy terms and conditions. Basically telling me I had no rights. I still allowed their builder to attend my home.
A short time following the attendance of the NRMA builder I received a written quotation containing some five lines. Some 5 weeks later I received the scope of works, in this quote the same figure kept appearing room by room for the same amount. This scope of works was also in error of some $18,000 from the first quotation received. I was informed by the NRMA "irrespective of this, the cash and cash only settlement still stands".
Some months later my claim went to the Ombudsman, the NRMA saw fit to modify their quotation by the amount of $18,000, so now we had 3 quotes same date and cover page. The original quote was for $124,800 storm damage, second quote was for $105,000 and the third for $87,000. Rather than adding $18,000 their builder deducted $18,000. In a statement to the NRMA I stated the error was around $18,000 when in fact the exact error was $18,800, but the NRMA saw fit to adjust this quote for the exact amount stated by me rather than the correct amount of $18,800.
On the same day that the NRMA submitted their documents in relation to these quotes, I also submitted my draft pointing the Ombudsman towards all 3 copies of the quotes that now exist. The Ombudsman excepted the submission by the NRMA that day but rejected my mine. Even during the Ombudsman determination, they questioned the validity of the $87,000 quotation. The Ombudsman allowed the NRMA to clarify this by phone and denied me the same rights.
The NRMA also denied I had any valid claim for damages to the pool and equipment, or that they had carried out any repairs to the pool apart from securing the solar absorber back onto the roof. Unfortunately at this point in time it was my word against the NRMA, of course the Ombudsman took the word of the NRMA. These repairs all failed within 5 months of warranty and NRMA refused to have the repairs rectified.
After making several phone calls I was able to obtain a copy of the repair invoice from the company that carried out the repairs, not only did I notify the Ombudsman, I also notified the NRMA after which I received a call from one Gina D Angelo team manager of the NRMA requesting I return the invoice to the NRMA, as I have no rights to it.
I lodged my complaint and evidence to the FOS for reconsideration, this was back in late 2007 and to this very day some 5 months later not one reply, I gave up after 3 months.
Please for all who are visiting here don't take my word for it, read the documents for yourself. You decide is this the way you expect your insurer to conduct themselves with lies and deceit.
This document is the first quote from NRMA builder (page2)
This document is the second quote from NRMA builder
This document is the third quote from NRMA builder submitted by NRMA
Ombudsman determination read pages 25, 26 and 27
This document is the invoice for repairs to the pool
This document is the builders repair contract
Finally this document was sent to the Ombudsman with supporting evidence
On the FOS web site one can submit a complaint on the handling of a determination. On this page it state " 3. Efficiency: We aim to deal with all complaints in a timely manner – you will receive acknowledgement of your complaint within 14 working days of its receipt at IOS and you will receive our response within 30 days of its receipt at IOS, or within a time frame as otherwise agreed.
If you would like to make a complaint against IOS, please contact us on:
Tel: (03) 9613 6300
Fax: (03) 9614 8657
Email: info@fos.org.au <mailto:info@fos.org.au>
http://www.insuranceombudsman.com.au/pages/article.aspx?id=1&PageID=55&ArticleID=ArticleID200865172016
To date I have heard nothing from the FOS and by phone I was told that even if I proved the NRMA submitted false documents the ruling will still stand. How is that for justice from a independent body.
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Feel free to contact me and send me your comments, let me and the NRMA know how you feel. Thanks!