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 18 26.1% 51 73.9%
Claims declined(policy terms or conditions not recognised or met) 33 31.1% 73 68.9%
Claims declined(non-disclosure) 4 13.8% 25 86.2%
Dissatisfaction with policy performance and maturity values 2 18.2% 9 81.8%
Dissatisfaction with surrender or paid up values 1 16.7% 5 83.3%
Misselling 0 0.0% 8 100.0%
Lapsing 2 20.0% 8 80.0%
Miscellaneous 2 11.1% 16 88.9%
Total 62 24.1% 195 75.9%

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