| 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 | 27 | 52.9% | 24 | 47.1% |
| Claims declined(policy terms or conditions not recognised or met) | 59 | 43.7% | 76 | 56.3% |
| Claims declined(non-disclosure) | 0 | 0.0% | 11 | 100.0% |
| Dissatisfaction with policy performance and maturity values | 1 | 33.3% | 2 | 66.7% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 0 | 0.0% |
| Misselling | 0 | 0.0% | 1 | 100.0% |
| Lapsing | 1 | 33.3% | 2 | 66.7% |
| Miscellaneous | 1 | 50.0% | 1 | 50.0% |
| Total | 89 | 43.2% | 117 | 56.8% |
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