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 58 40.6% 85 59.4%
Claims declined(policy terms or conditions not recognised or met) 41 28.1% 105 71.9%
Claims declined(non-disclosure) 1 11.1% 8 88.9%
Dissatisfaction with policy performance and maturity values 7 17.5% 33 82.5%
Dissatisfaction with surrender or paid up values 2 20.0% 8 80.0%
Misselling 1 14.3% 6 85.7%
Lapsing 4 23.5% 13 76.5%
Miscellaneous 2 9.5% 19 90.5%
Total 116 29.5% 277 70.5%

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