The two tables of figures published below are for the period from 1 January to 31 December 2015

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 2015. 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 2015

Table 1

1 Life Direct Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
143 2.85% 93 98 27.6% 72.4%

Table 1

ABSA Insurance and Financial Advisers (PTY) LTD.

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 3 33.3% 66.7%

Table 1

ABSA Life Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
170 3.39% 119 130 30.8% 69.2%

Table 1

Acsis Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
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 Insurer
53 1.06% 31 21 38.1% 61.9%

Table 1

AIG Life SA

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
167 3.33% 121 128 32.0% 68.0%

Table 1

Alexander Forbes Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
10 0.20% 5 5 20.0% 80.0%

Table 1

Allan Gray Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
2 0.04% 2 2 0.0% 100.0%

Table 1

Assupol

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
257 5.12% 153 172 38.3% 61.7%

Table 1

AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
91 1.81% 57 68 16.2% 83.8%

Table 1

Bidvest Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
5 0.10% 4 3 33.3% 66.7%

Table 1

Centriq Life Insurance Company Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
81 1.61% 60 51 15.7% 84.3%

Table 1

Channel Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
79 1.57% 58 65 38.5% 61.5%

Table 1

Clientele Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
232 4.62% 124 166 25.3% 74.7%

Table 1

Discovery Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
150 2.99% 110 129 27.1% 72.9%

Table 1

Fedgroup Life Ltd

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

Table 1

*FNB Life

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
63 1.26% 37 33 21.1% 78.9%

Table 1

First Rand life

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

Table 1

Frank Life Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
19 0.38% 14 14 21.4% 78.6%

Table 1

Guardrisk Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
77 1.53% 59 62 24.2% 75.8%

Table 1

Hollard Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
438 8.73% 304 316 36.4% 63.6%

Table 1

Investec Assurance Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
2 0.04% 2 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 Insurer
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 Insurer
14 0.28% 6 7 42.9% 57.1%

Table 1

Just Retirement Life

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

Table 1

Liberty Group Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
533 10.62% 383 380 34.7% 65.3%

Table 1

Lombard Insurance Group

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
9 0.18% 9 13 15.4% 84.6%

Table 1

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
288 5.74% 162 203 27.1% 72.9%

Table 1

Momentum Group Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
315 6.28% 240 221 33.0% 67.0%

Table 1

Nedbank

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
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 Insurer
132 2.63% 100 99 32.3% 67.7%

Table 1

Nestlife Assurance Corp.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
13 0.26% 11 13 38.5% 61.5%

Table 1

New Era Life Insurance Co.(SA) Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
2 0.04% 2 1 0.0% 100.0%

Table 1

Old Mutual Alternative Solutions

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
28 0.56% 17 23 60.9% 39.1%

Table 1

Old Mutual Life Assurance Co.(SA) Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
697 13.89% 384 348 29.9% 70.1%

Table 1

Outsurance Life Insurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
16 0.32% 15 18 5.6% 94.4%

Table 1

Professional Provident Society Ins.Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
28 0.56% 25 31 38.7% 61.3%

Table 1

PSG Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
2 0.04% 2 3 33.3% 66.7%

Table 1

Real People Assurance Company Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
8 0.16% 5 7 57.1% 42.9%

Table 1

Regent Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
97 1.93% 60 61 26.2% 73.8%

Table 1

Relyant Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
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 Insurer
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 Insurer
22 0.44% 19 15 6.7% 93.3%

Table 1

Safrican Ins.Comp.LTD

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
110 2.19% 75 94 31.9% 68.1%

Table 1

Sanlam Life Insurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
198 3.95% 121 130 17.7% 82.3%

Table 1

Sanlam Developing Markets – SDM

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
305 6.08% 185 247 23.1% 76.9%

Table 1

Union Life Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
52 1.04% 29 36 33.3% 66.7%

Table 1

Viva Life

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

Table 1

Vodacom Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
5 0.10% 3 1 0.0% 100.0%

Table 1

Workers Life

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
82 1.63% 64 61 24.6% 75.4%

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