Stats on Finalised cases per Nature of Complaint
NATURE OF COMPLAINT                                                       W/P Resolved in favour of Complainant                                                  W/P Resolved in favour of Insurer  
No.of Cases % No.of Cases %
Poor communications/documents or information not supplied/poor service 60 44.1% 76 55.9%
Claims declined(policy terms or conditions not recognised or met) 84 43.5% 109 56.5%
Claims declined(non-disclosure) 3 30.0% 7 70.0%
Dissatisfaction with policy performance and maturity values 2 8.0% 23 92.0%
Dissatisfaction with surrender or paid up values 1 14.3% 6 85.7%
Misselling 1 50.0% 1 50.0%
Lapsing 2 20.0% 8 80.0%
Miscellaneous 5 29.4% 12 70.6%
TOTAL 158 39.5% 242 60.5%

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