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 52 47.3% 58 52.7%
Claims declined(policy terms or conditions not recognised or met) 137 45.2% 166 54.8%
Claims declined(non-disclosure) 2 14.3% 12 85.7%
Dissatisfaction with policy performance and maturity values 0 0.0% 1 100.0%
Dissatisfaction with surrender or paid up values 0 0.0% 3 100.0%
Misselling 1 100.0% 0 0.0%
Lapsing 3 21.4% 11 78.6%
Miscellaneous 1 33.3% 2 66.7%
Total 196 43.7% 253 56.3%

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