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 70 43.5% 91 56.5%
Claims declined(policy terms or conditions not recognised or met) 121 41.0% 174 59.0%
Claims declined(non-disclosure) 3 9.4% 29 90.6%
Dissatisfaction with policy performance and maturity values 9 31.0% 20 69.0%
Dissatisfaction with surrender or paid up values 3 18.8% 13 81.2%
Misselling 0 0.0% 1 100.0%
Lapsing 6 28.6% 15 71.4%
Miscellaneous 8 42.1% 11 57.9%
Total 220 38.3% 354 61.7%

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