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 82 48.8% 86 51.2%
Claims declined(policy terms or conditions not recognised or met) 84 33.2% 169 66.8%
Claims declined(non-disclosure) 6 14.3% 36 85.7%
Dissatisfaction with policy performance and maturity values 5 15.2% 28 84.8%
Dissatisfaction with surrender or paid up values 3 27.3% 8 72.7%
Misselling 2 100.0% 0 0.0%
Lapsing 11 42.3% 15 57.7%
Miscellaneous 8 3.9% 199 96.1%
Total 201 27.1% 541 72.9%

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