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 34 43.6% 44 56.4%
Claims declined(policy terms or conditions not recognised or met) 68 38.4% 109 61.6%
Claims declined(non-disclosure) 0 0.0% 2 100.0%
Dissatisfaction with policy performance and maturity values 1 20.0% 4 80.0%
Dissatisfaction with surrender or paid up values 0 0.0% 3 100.0%
Misselling 1 25.0% 3 75.0%
Lapsing 4 44.4% 5 55.6%
Miscellaneous 1 33.3% 2 66.7%
Total 109 38.8% 172 61.2%

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