The two tables of figures published below are for the period from 1 January to 31 December 2013
Table 1 shows
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.
These are the complaints where case files are opened and complaints are investigated by our office.
These are the cases finalised during 2013. 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.
The overall average for 2013 is 33%.
It is important to note that in only 4 cases did our office make final determinations in favour of a complainant. These determinations are published on our website under Final Determinations.
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.