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 25 37.3% 42 62.7%
Claims declined(policy terms or conditions not recognised or met) 58 41.4% 82 58.6%
Claims declined(non-disclosure) 4 18.2% 18 81.8%
Dissatisfaction with policy performance and maturity values 1 4.2% 23 95.8%
Dissatisfaction with surrender or paid up values 0 0.0% 8 100.0%
Misselling 0 0.0% 1 100.0%
Lapsing 1 8.3% 11 91.7%
Miscellaneous 6 20.0% 24 80.0%
Total 95 31.3% 209 68.7%

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