The two tables of figures published below are for the period from 1 January to 31 December 2013

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. If the complainant is not satisfied with the insurer’s response we will then take up 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 2013. 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 2013 is 33%.

It is important to note that in only 4 cases did our office make final determinations in favour of a complainant. These determinations are 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 8th April 2014

Subscribing Members Complaints Data 2013

TABLE 1

1 Life Insurance Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
112 1.12% 87 85 28.2% 71.8%

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
2 0.02% 1 5 40.0% 60.0%

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
253 2.52% 189 170 35.9% 64.1%

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
17 0.17% 14 12 33.3% 66.7%

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
432 4.31% 379 471 60.3% 39.7%

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
16 0.16% 11 9 33.3% 66.7%

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
3 0.03% 3 1 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
175 1.75% 115 106 31.1% 68.9%

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
113 1.13% 70 83 32.5% 67.5%

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
4 0.04% 4 9 55.6% 44.4%

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
13 0.13% 13 8 37.5% 62.5%

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
108 1.08% 85 77 33.8% 66.2%

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
246 2.45% 192 201 22.9% 77.1%

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
138 1.38% 115 114 32.5% 67.5%

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
2 0.02% 2 1 100.0% 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 0.31% 30 29 13.8% 86.2%

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
66 0.66% 47 51 33.3% 66.7%

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
524 5.23% 419 431 33.9% 66.1%

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
0 0.00% 0 2 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
1 0.01% 1 1 0.0% 100.0%

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
13 0.13% 12 10 40.0% 60.0%

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
900 8.97% 770 742 27.1% 72.9%

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
23 0.23% 21 12 50.0% 50.0%

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
553 5.51% 401 393 29.5% 70.5%

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
532 5.31% 362 304 31.3% 68.7%

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
33 0.33% 27 33 57.6% 42.4%

TABLE 1

Nedbank Limited

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
140 1.40% 114 104 20.2% 79.8%

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
34 0.34% 31 33 60.6% 39.4%

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
3 0.03% 2 4 75.0% 25.0%

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
775 7.73% 310 241 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
21 0.21% 17 19 21.1% 78.9%

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
30 0.30% 23 19 47.4% 52.6%

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
93 0.93% 70 73 45.2% 54.8%

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
1 0.01% 1 2 50.0% 50.0%

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
16 0.16% 14 18 38.9% 61.1%

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
125 1.25% 91 85 41.2% 58.8%

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 0 0.0% 0.0%

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
18 0.18% 16 14 14.3% 85.7%

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
114 1.14% 100 89 38.2% 61.8%

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
328 3.27% 107 102 12.7% 87.3%

TABLE 1

Sanlam Sky

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
521 5.20% 444 354 25.4% 74.6%

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
39 0.39% 36 31 54.8% 45.2%

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
35 0.35% 29 32 50.0% 50.0%

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