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 51 38.9% 80 61.1%
Claims declined(policy terms or conditions not recognised or met) 79 31.0% 176 69.0%
Claims declined(non-disclosure) 2 9.5% 19 90.5%
Dissatisfaction with policy performance and maturity values 0 0.0% 2 100.0%
Dissatisfaction with surrender or paid up values 2 100.0% 0 0.0%
Misselling 2 100.0% 0 0.0%
Lapsing 6 50.0% 6 50.0%
Miscellaneous 4 66.7% 2 33.3%
Total 146 33.9% 285 66.1%

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