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 21 37.5% 35 62.5%
Claims declined(policy terms or conditions not recognised or met) 42 31.3% 92 68.7%
Claims declined(non-disclosure) 3 13.6% 19 86.4%
Dissatisfaction with policy performance and maturity values 3 16.7% 15 83.3%
Dissatisfaction with surrender or paid up values 1 16.7% 5 83.3%
Misselling 0 0.0% 1 100.0%
Lapsing 3 60.0% 2 40.0%
Miscellaneous 4 33.3% 8 66.7%
Total 77 30.3% 177 69.7%

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