I do understand that the ombudsman must take all the time required to investigate matters to ensure a fair outcome. I have pending case with osti, so I will not go into details for confidentiality issues. My Question is, an insurance company is given 21 days to respond after they receive your complaint from the ombudsman and then you have 14 days to respond to the insurer's response. How long to they have to respond after this, what happens after and is there a time frame to this? Are the investigations conducted by the ombudsman based only on the documentation supplied by both parties or does it include phoning witnesses and the complainant also. If you do eventually win the case, do you get relief only on what the complaint was about or are financial costs directly linked to the dispute also reimbursed?