The two tables of figures published below are for the period from 1 January to 31 December 2012

Table 1 shows

Complaints Received

The number of new complaints received in respect of an individual insurer. Some of these complaints will be sent on to the insurer to deal with the complainant directly. Complainants have the option of reverting to our office if not satisfied with the resolution of the complaint.

% of Total

Indicates the complaints received in respect of an individual insurer expressed as a percentage (to two decimal places) of the total number of complaints received by our office.

Cases considered

These are the complaints where case files are opened and complaints are investigated by our office.

Cases finalised

These are the cases finalised during 2012. Some of these cases were received in earlier years.

* % Resolved W/P in favour of complainant

This refers to the % of cases which are resolved wholly or partially (W/P) in favour of the complainant. These cases are resolved by way of settlement, mediation, conciliation, recommendation or determination. The overall average for 2012 is 37.4%

It is important to note that in only one case did our office make a determination in favour of a complainant. This determination is published on our website under Final Determinations.

Table 2 shows

Finalised cases by nature of complaint

If you click on the Cases Finalised heading for a particular Insurer, details open for that insurer and show the nature of the complaint and the number and percentage of cases resolved either wholly or partially (W/P) in favour of the complainants, and cases resolved in favour of insurers.

See media release 3rd June 2013

Subscribing Members Complaints Data

TABLE 1

1 Life Direct Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
90 0.94% 71 69 27.5% 72.5%

TABLE 1

ABSA Insurance and Financial Advisers (PTY) LTD.

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
5 0.05% 5 2 0.0% 100.0%

TABLE 1

ABSA Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
210 2.19% 188 206 43.2% 56.8%

TABLE 1

Acsis Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 0 0.0% 0.0%

TABLE 1

African Unity

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
6 0.06% 6 9 22.2% 77.8%

TABLE 1

AIG Life SA

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
520 5.42% 492 393 50.6% 49.4%

TABLE 1

Alexander Forbes Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
6

TABLE 1

Allan Gray Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
5 0.05% 3 3 0.0% 100.0%

TABLE 1

Assupol

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
149 1.55% 120 113 33.6% 66.4%

TABLE 1

AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
116 1.21% 98 93 37.6% 62.4%

TABLE 1

Bidvest Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
7 0.07% 7 11 36.4% 63.6%

TABLE 1

Centriq Life Insurance Company Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
4 0.04% 2 0 0.0% 0.0%

TABLE 1

Channel Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
151 1.57% 120 133 48.1% 51.9%

TABLE 1

Clientele Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
299 3.12% 250 297 33.3% 66.7%

TABLE 1

Discovery Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
132 1.38% 123 102 28.4% 71.6%

TABLE 1

Fedgroup Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 0 0.0% 0.0%

TABLE 1

Frank.Net

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
31 0.32% 27 21 4.8% 95.2%

TABLE 1

Guardrisk Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
63 0.66% 51 41 29.3% 70.7%

TABLE 1

Hollard Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
505 5.26% 459 449 43.7% 56.3%

TABLE 1

Investec Assurance Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
4 0.04% 4 4 0.0% 100.0%

TABLE 1

Investment Solutions Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 0 0.0% 0.0%

TABLE 1

JDG Micro Life LTD

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
5 0.05% 5 4 25.0% 75.0%

TABLE 1

Lesaka

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
5 0.05% 5 11 36.4% 63.6%

TABLE 1

Liberty Group Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
644 6.71% 564 574 38.3% 61.7%

TABLE 1

Lombard Insurance Group

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
8 0.08% 7 6 33.3% 66.7%

TABLE 1

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
499 5.20% 405 400 39.5% 60.5%

TABLE 1

Metropolitan Odyssey Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
21 0.22% 21 26 42.3% 57.7%

TABLE 1

Momentum Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
449 4.68% 273 254 30.3% 69.7%

TABLE 1

MS Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
30 0.31% 30 17 47.1% 52.9%

TABLE 1

Nedbank

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 0 0.0% 0.0%

TABLE 1

Nedgroup Life Assurance Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
161 1.68% 132 126 23.0% 77.0%

TABLE 1

Nestlife Assurance Corp.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
39 0.41% 32 27 59.3% 40.7%

TABLE 1

New Era Life Insurance Co.(SA) Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
12 0.13% 8 9 55.6% 44.4%

TABLE 1

Old Mutual Life Assurance Co.(SA) Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
765 7.98% 246 257 24.1% 75.9%

TABLE 1

Outsurance Life Insurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
22 0.23% 22 19 31.6% 68.4%

TABLE 1

Professional Provident Society Ins.Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
34 0.35% 22 29 55.2% 44.8%

TABLE 1

Prosperity Insurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
132 1.38% 117 112 44.6% 55.4%

TABLE 1

PSG Future Wealth Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
2 0.02% 2 1 0.0% 100.0%

TABLE 1

Real People Assurance Company Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
21 0.22% 21 19 63.2% 36.8%

TABLE 1

Regent Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
109 1.14% 87 91 27.5% 72.5%

TABLE 1

Relyant Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 1 0.0% 100.0%

TABLE 1

RMB Structured Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 0 0.0% 0.0%

TABLE 1

SA Home Loans Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
21 0.22% 21 16 6.2% 93.8%

TABLE 1

Safrican Ins.Comp.LTD

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
98 1.02% 83 83 41.0% 59.0%

TABLE 1

Sanlam Life Insurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
331 3.45% 132 133 14.3% 85.7%

TABLE 1

Sanlam Sky

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
371 3.87% 320 281 38.8% 61.2%

TABLE 1

Union Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
24 0.25% 21 26 53.8% 46.2%

TABLE 1

Vodacom Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.0% 0 0 0.0% 0.0%

TABLE 1

Workers Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
38 0.40% 32 31 58.1% 41.9%

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