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 30.0% 77 70.0%
Claims declined(policy terms or conditions not recognised or met) 39 15.0% 221 85.0%
Claims declined(non-disclosure) 1 8.3% 11 91.7%
Dissatisfaction with policy performance and maturity values 2 25.0% 6 75.0%
Dissatisfaction with surrender or paid up values 0 0.0% 7 100.0%
Misselling 0 0.0% 2 100.0%
Lapsing 6 42.9% 8 57.1%
Miscellaneous 3 50.0% 3 50.0%
Total 84 20.0% 335 80.0%

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