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 39 47.6% 43 52.4%
Claims declined(policy terms or conditions not recognised or met) 48 29.4% 115 70.6%
Claims declined(non-disclosure) 3 15.0% 17 85.0%
Dissatisfaction with policy performance and maturity values 0 0.0% 3 100.0%
Dissatisfaction with surrender or paid up values 0 0.0% 0 0.0%
Misselling 0 0.0% 1 100.0%
Lapsing 7 35.0% 13 65.0%
Miscellaneous 0 0.0% 7 100.0%
Total 97 32.8% 199 67.2%

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