The two tables of figures published below are for the period from 1 January to 31 December 2016

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 2016. 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 2016

Table 1

1 Life Direct Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
166 3.16% 106 104 25.0% 75.0%

Abacus Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
9 0.17% 7 4 50.0% 50.0%

ABSA Insurance and Financial Advisers (Pty) Limited

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%

ABSA Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
200 3.81% 144 121 31.4% 68.6%

Acsis Limited

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

African Unity Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
26 0.50% 22 33 54.5% 45.5%

AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
  110  2.09%  70  88  25.0%  75.0%

Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
  13 0.25% 10 6 50.0% 50.0%

Allan Gray Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
12 0.23% 2 2 0.0% 100.0%

Assupol Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
300 5.71% 141 137 29.2% 70.8%

AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
88 1.68% 56 47 29.8% 70.2%

Bidvest Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
7 0.13% 5 5 60.0% 40.0%

Centriq Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
76 1.45% 74 63 9.5% 90.5%

Channel Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
56 1.07% 39 35 34.3% 65.7%

Clientele Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
226 4.30% 138 126 15.9% 84.1%

Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
184 3.50% 134 111 23.4% 76.6%

FedGroup Life Limited

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

*FNB Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
36 0.69% 31 35 31.4% 68.6%

First Rand Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
10 0.19% 4 0 0.0% 0.0%

Frank.Net

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 3 8 50.0% 50.0%

Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
103 1.96% 52 50 28.0% 72.0%

Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
492 9.37% 343 330 35.2% 64.8%

Investec Assurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
3 0.06% 1 1 0.0% 100.0%

Investment Solutions Limited

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

Just Retirement Life

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

Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
587 11.18% 432 434 33.6% 66.4%

Lombard Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
7 0.13% 7 6 16.7% 83.3%

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
376 7.16% 226 195 19.0% 81.0%

Momentum Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
316 6.02% 232 253 24.1% 75.9%

Nedbank Limited

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%

Nedgroup Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
124 2.36% 102 100 23.0% 77.0%

Nestlife Assurance Corporation Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
10 0.19% 12 10 60.0% 40.0%

New Era Life Insurance Company Limited

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

Old Mutual Alternative Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
21 0.40% 10 12 58.3% 41.7%

Old Mutual Life Assurance Company (SA) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
723 13.77% 454 469 20.0% 80.0%

Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
30 0.57% 21 23 13.0% 87.0%

Professional Provident Society Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
36 0.69% 29 24 33.3% 66.7%

PSG Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
4 0.08% 5 5 20.0% 80.0%

Real People Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
5 0.10% 3 4 0.0% 100.0%

Regent Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
67 1.28% 50 55 32.7% 67.3%

RMB Structured Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
3 0.06% 1 1 0.0% 100.0%

SA Home Loans Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
18 0.34% 15 20 10.0% 90.0%

Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
124 2.36% 70 58 24.1% 75.9%

Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
273 5.20% 153 139 12.9% 87.1%

Sanlam Developing Markets

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
253 4.82% 190 190 16.8% 83.2%

Union Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
40 0.76% 27 27 44.4% 55.6%

Viva Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
5 0.10% 2 1 0.0% 100.0%

Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
13 0.25% 7 7 42.9% 57.1%

Workers Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
97 1.85% 70 67 31.3% 68.7%

* Approval of transfer of business to First Rand Life Assurance Limited in terms of Section 37 of the Long term Insurance Act,was completed in November 2016..

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