The two tables of figures published below are for the period from 1 January to 31 December 2019

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 2018. 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.G

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 2019

Table 1

1Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
174 2.85% 129 116 34.5%

3Sixty Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
156 2.55% 121 92 73.9%

Abacus Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
21 0.34% 13 7 85.7%

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
2 0.03% 2 0 0.0%

ABSA Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
209 3.42% 179 121 31.4%

Acsis Limited

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

AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
108 1.77% 98 67 20.9%

Alexander Forbes Investments Limited

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

Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
17 0.28% 15 8 50.0%

Allan Gray Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
12 0.20% 6 1 0.0%

Assupol Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
242 3.96% 160 109 38.5%

AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
100 1.64% 80 60 35.0%

Bidvest Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
5 0.08% 4 5 40.0%

BrighRock Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
45 0.74% 33 29 48.3%

Centriq Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
166 2.72% 142 76 11.8%

Channel Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
34 0.56% 28 24 33.3%

Clientele Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
228 3.73% 178 153 35.9%

Constantia Life and Health Insurance

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

Constantia Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
3 0.05% 0 0 0.0%

Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
192 3.14% 169 152 28.3%

FedGroup Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
3 0.05% 3 4 0.0%

First Rand Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
95 1.56% 70 70 42.9%

Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
167 2.73% 97 61 9.8%

Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
511 8.37% 402 374 43.9%

Hollard Specialist Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
74 1.21% 55 43 39.5%

Investec Assurance Limited

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

Investec Life Limited

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

Just Retirement Life

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

Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
626 10.25% 509 382 34.0%

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
406 6.65% 338 246 30.9%

MMI Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
330 5.40% 282 213 34.3%

Nedbank Limited

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

Nedgroup Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
165 2.70% 134 113 29.2%

Nestlife Assurance Corporation Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
7 0.11% 5 5 80.0%

New Era Life Insurance Company Limited

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

Oakhurst Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
2 0.00% 1 0 0.0%

Old Mutual Alternative Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
10 0.16% 5 4 0.0%

Old Mutual Life Assurance Company (SA) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
885 14.49% 629 437 29.1%

Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
28 0.46% 21 16 31.3%

Professional Provident Society Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
46 0.75% 39 35 42.9%

PSG Life

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

Real People Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
5 0.08% 4 2 50.0%

Santam Structured Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
140 2.29% 92 35 22.9%

SA Home Loans Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
14 0.23% 13 9 11.1%

Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
171 2.80% 127 90 64.4%

Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
291 4.77% 248 184 14.7%

Sanlam Developing Markets

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
241 3.95% 176 122 23.8%

Shield Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
3 0.05% 3 1 0.0%

Smart Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
7 0.11% 4 3 0.0%

Viva Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
1 0.02% 0 2 0.0%

Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
18 0.29% 15 10 40.0%

Workers Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant
152 2.49% 131 66 36.4%

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