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 53 38.7% 84 61.3%
Claims declined(policy terms or conditions not recognised or met) 54 28.7% 134 71.3%
Claims declined(non-disclosure) 11 30.6% 25 69.4%
Dissatisfaction with policy performance and maturity values 6 27.3% 16 72.7%
Dissatisfaction with surrender or paid up values 5 35.7% 9 64.3%
Misselling 0 0.0% 1 100.0%
Lapsing 9 42.9% 12 57.1%
Miscellaneous 8 20.0% 32 80.0%
Total 146 31.8% 313 68.2%

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