Details of Finalised Cases resolved by Nature of Complaint
Nature of Complaint No. of Cases resolved in favour of Complainant % No. of Cases resolved in favour of Insurer %
Poor communications/documents or information not supplied/poor service 67 60.9% 43 39.1%
Claims declined(policy terms or conditions not recognised or met) 128 46.5% 147 53.5%
Claims declined(non-disclosure) 0 0.0% 1 100.0%
Dissatisfaction with policy performance and maturity values 0 0.0% 0 0.0%
Dissatisfaction with surrender or paid up values 0 0.0% 0 0.0%
Misselling 1 50.0% 1 50.0%
Lapsing 1 50.0% 1 50.0%
Miscellaneous 2 66.7% 1 33.3%
Total 199 50.6% 194 49.4%

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