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 20 54.1% 17 45.9%
Claims declined(policy terms or conditions not recognised or met) 37 48.1% 40 51.9%
Claims declined(non-disclosure) 1 100.0% 0 0.0%
Dissatisfaction with policy performance and maturity values 2 20.0% 8 80.0%
Dissatisfaction with surrender or paid up values 0 0.0% 3 100.0%
Misselling 1 100.0% 0 0.0%
Lapsing 2 66.7% 1 33.3%
Miscellaneous 1 100.0% 0 0.0%
Total 64 48.1% 69 51.9%

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