The two tables of figures published below are for the period from 1 January to 31 December 2017

Table 1 shows

Complaints Received

The number of new complaints received in respect of an individual insurer. Some of these complaints will be sent on to the insurer to deal with the complainant directly. If the complainant is not satisfied with the insurer’s response we will then take up the complaint.

% of Total

Indicates the complaints received in respect of an individual insurer expressed as a percentage (to two decimal places) of the total number of complaints received by our office.

Cases considered

These are the complaints where case files are opened and complaints are investigated by our office.

Cases finalised

These are the cases finalised during 2017. Some of these cases were received in earlier years.

* % Resolved W/P in favour of complainant

This refers to the % of cases which are resolved wholly or partially (W/P) in favour of the complainant. These cases are resolved by way of settlement, mediation, conciliation, recommendation or determination.

Table 2 shows

Finalised cases by nature of complaint

If you click on the Cases Finalised heading for a particular Insurer, details open for that insurer and show the nature of the complaint and the number and percentage of cases resolved either wholly or partially (W/P) in favour of the complainants, and cases resolved in favour of insurers.

Subscribing Members Complaints Data 2017

Table 1

1Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
219 4.03% 176 108 25.9% 74.1%

Abacus Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
5 0.09% 1 2 0.0% 100.0%

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 1 0.0% 100.0%

ABSA Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
198 3.64% 166 148 31.8% 68.2%

Acsis Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.00% 0.00%

AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
 97 1.78% 93 65 23.1% 76.9%

Alexander Forbes Investments Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 1 1 0.0% 100.0%

Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
  16 0.29% 15 11 18.2% 81.8%

Allan Gray Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
15 0.28% 4 2 0.0% 100.0%

Assupol Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
258 4.75% 169 129 27.1% 72.9%

AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
128 2.35% 107 70 20.0% 80.0%

Bidvest Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
7 0.13% 7 4 25.0% 75.0%

BrighRock Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
23 0.42% 20 11 9.1% 90.9%

Centriq Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
66 1.21% 61 52 13.5% 86.5%

Channel Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
50 0.92% 32 29 34.5% 65.5%

Clientele Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
192 3.53% 162 108 15.7% 84.3%

Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
189 3.48% 173 149 26.2% 73.8%

FedGroup Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.0% 0.0%

First Rand Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
88 1.62% 70 25 20.0% 80.0%

Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
95 1.75% 53 35 20.0% 80.0%

Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
485 8.92% 363 323 35.3% 64.7%

Investec Assurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
3 0.06% 2 2 0.0% 100.0%

Investec Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.0% 0.0%

Just Retirement Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.0% 0.0%

Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
600 11.04% 504 410 32.4% 67.6%

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
421 7.74% 328 252 30.2% 69.8%

MMI Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
262 4.82% 234 237 24.1% 75.9%

Nedbank Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 0 0 0.0% 0.0%

Nedgroup Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
127 2.34% 110 107 29.0% 71.0%

Nestlife Assurance Corporation Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
18 0.33% 15 16 43.8% 56.2%

New Era Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
4 0.07% 3 1 100.0% 0.0%

Old Mutual Alternative Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
10 0.18% 6 7 57.1% 42.9%

Old Mutual Life Assurance Company (SA) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
847 15.58% 642 476 25.4% 74.6%

Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
29 0.53% 25 14 14.3% 85.7%

Professional Provident Society Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
51 0.94% 50 46 34.8% 65.2%

PSG Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
2 0.04% 1 4 0.0% 100.0%

Real People Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
4 0.07% 3 3 33.3% 66.7%

Regent Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
63 1.16% 47 31 25.8% 74.2%

SA Home Loans Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
13 0.24% 10 9 22.2% 77.8%

Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
172 3.16% 128 89 39.3% 60.7%

Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
248 4.56% 196 165 14.5% 85.5%

Sanlam Developing Markets

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
235 4.32% 196 152 17.1% 82.9%

Santam Structured Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
24 0.44% 14 3 33.3% 66.7%

Smart Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
6 0.11% 3 2 50.0% 50.0%

Union Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
69 1.27% 49 34 38.2% 61.8%

Viva Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 1 3 33.3% 66.7%

Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
12 0.22% 11 6 50.0% 50.0%

Workers Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
82 1.51% 75 63 47.6% 52.4%

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