The two tables of figures published below are for the period from 1 January to 31 December 2014

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 2014. 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.

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.

Subscribing Members Complaints Data 2014

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
119 2.39% 87 90 27.8% 72.2%

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
0 0.00% 0 0 0.0% 0.0%

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
183 3.68 134 157 28.7% 71.3%

TABLE 1

Acsis Ltd

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

TABLE 1

African Unity Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
26 0.52% 18 18 61.1% 38.9%

TABLE 1

AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
144 2.89% 134 165 45.5% 54.5%

TABLE 1

Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
7 0.14% 7 7 42.9% 57.1%

TABLE 1

Allan Gray Life Limited

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

TABLE 1

Assupol Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
200 4.02% 128 111 36.9% 63.1%

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
98 1.97% 71 64 39.1% 60.9%

TABLE 1

Bidvest Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
4 0.08% 2 3 33.3% 66.7%

TABLE 1

Centriq Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
41 0.82% 26 16 18.8% 81.2%

TABLE 1

Channel Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
88 1.77% 64 80 41.3% 58.7%

TABLE 1

Clientele Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised  Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
 226 4.54% 154 139  20.1% 79.9%

TABLE 1

Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
142 2.85% 118 104 29.8% 70.2%

TABLE 1

FedGroup Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.00% 0 1 100.0% 0.0%

TABLE 1

Frank Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
25 0.50% 20 28 46.4% 53.6%

TABLE 1

Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
69 1.39% 40 36 16.7% 83.3%

TABLE 1

Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
444 8.92% 300 296 32.8% 67.2%

TABLE 1

Investec Assurance Limited

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

TABLE 1

Investment Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
0 0.00% 0 0 0.0% 0.0%

TABLE 1

JDG Micro Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
12 0.24% 4 8 0.0% 100.0%

TABLE 1

Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
545 10.95% 407 459 31.8% 68.2%

TABLE 1

Lombard Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
10 0.20% 9 11 18.2% 81.8%

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
359 7.22% 232 256 31.6% 68.4%

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
412 8.28% 300 312 38.5% 61.5%

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 Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
123 2.47% 96 108 18.5% 81.5%

TABLE 1

Nestlife Assurance Corporation Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
22 0.44% 16 19 47.4% 52.6%

TABLE 1

New Era Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
1 0.02% 1 2 50.0% 50.0%

TABLE 1

Old Mutual Alternative Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
34 0.68% 26 24 25.0% 75.0%

TABLE 1

Old Mutual Life Assurance Company (SA) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
549 11.04% 338 350 22.3% 77.7%

TABLE 1

Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
19 0.38% 14 10 30.0% 70.0%

TABLE 1

Professional Provident Society Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
37 0.74% 34 32 34.4% 65.6%

TABLE 1

Prosperity Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
29 0.58% 20 40 25.0% 75.0%

TABLE 1

PSG Futurewealth Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
6 0.12% 6 0 0.0% 0.0%

TABLE 1

Real People Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
13 0.26% 10 9 22.2% 77.8%

TABLE 1

Regent Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
90 1.81% 68 82 35.4% 64.6%

TABLE 1

Relyant Life Assurance Company 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

RMB Structured Life 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

SA Home Loans Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
21 0.42% 18 23 4.3% 95.7%

TABLE 1

Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
117 2.35% 116 98 46.9% 53.1%

TABLE 1

Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
197 3.96% 132 125 12.0% 88.0%

TABLE 1

Sanlam Sky Solutions

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
434 8.72% 355 419 20.0% 80.0%

TABLE 1

Union Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
55 1.11% 40 42 47.6% 52.4%

TABLE 1

Viva Life Insurance Limited

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

TABLE 1

Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
1 0.02% 0 0 0.0% 0.0%

TABLE 1

Workers Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of Complainant* % Resolved in favour of Insurer
88 1.77% 64 53 32.1% 67.9%

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