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  29 39.2% 45 60.8%
Claims declined(policy terms or conditions not recognised or met) 70 43.5% 91 56.5%
Claims declined(non-disclosure) 5 35.7% 9 64.3%
Dissatisfaction with policy performance and maturity values 3 18.8% 13 81.2%
Dissatisfaction with surrender or paid up values 3 18.8% 13 81.2%
Misselling 0 0.0% 0 0.0%
Lapsing 4 44.4% 5 55.6%
Miscellaneous 6 27.3% 16 72.7%
Total 120 38.5% 192 61.5%

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