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 37 35.9% 66 64.1%
Claims declined(policy terms or conditions not recognised or met) 22 18.6% 96 81.4%
Claims declined(non-disclosure) 6 18.2% 27 81.8%
Dissatisfaction with policy performance and maturity values 2 9.5% 19 90.5%
Dissatisfaction with surrender or paid up values 0 0.0% 10 100.0%
Misselling 1 100.0% 0 0.0%
Lapsing 7 25.0% 21 75.0%
Miscellaneous 3 8.3% 33 91.7%
Total 78 22.3% 272 77.7%

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