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 33 35.9% 59 64.1%
Claims declined(policy terms or conditions not recognised or met) 26 37.7% 43 62.3%
Claims declined(non-disclosure) 3 27.3% 8 72.7%
Dissatisfaction with policy performance and maturity values 10 26.3% 28 73.7%
Dissatisfaction with surrender or paid up values 0 0.0% 9 100.0%
Misselling 0 0.0% 0 0.0%
Lapsing 6 42.9% 8 57.1%
Miscellaneous 3 13.0% 20 87.0%
Total 81 31.6% 175 68.4%

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