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 22 30.1% 51 69.9%
Claims declined(policy terms or conditions not recognised or met) 16 17.0% 78 83.0%
Claims declined(non-disclosure) 0 0.0% 4 100.0%
Dissatisfaction with policy performance and maturity values 2 25.0% 6 75.0%
Dissatisfaction with surrender or paid up values 2 18.2% 9 81.8%
Misselling 1 33.3% 2 66.7%
Lapsing 3 37.5% 5 62.5%
Miscellaneous 0 0.0% 0 0.0%
Total 46 22.9% 155 77.1%

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