| 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 | 20 | 51.3% | 19 | 48.7% |
| Claims declined(policy terms or conditions not recognised or met) | 16 | 32.0% | 34 | 68.0% |
| Claims declined(non-disclosure) | 0 | 0.0% | 2 | 100.0% |
| Dissatisfaction with policy performance and maturity values | 1 | 6.7% | 14 | 93.3% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 2 | 100.0% |
| Misselling | 0 | 0.0% | 0 | 0.0% |
| Lapsing | 1 | 20.0% | 4 | 80.0% |
| Miscellaneous | 0 | 0.0% | 0 | 0.0% |
| Total | 38 | 33.6% | 75 | 66.4% |
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