| 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 | 14 | 45.2% | 17 | 54.8% |
| Claims declined(policy terms or conditions not recognised or met) | 12 | 33.3% | 24 | 66.7% |
| Claims declined(non-disclosure) | 1 | 100.0% | 0 | 0.0% |
| Dissatisfaction with policy performance and maturity values | 3 | 75.0% | 1 | 25.0% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 0 | 0.0% |
| Misselling | 0 | 0.0% | 1 | 100.0% |
| Lapsing | 3 | 60.0% | 2 | 40.0% |
| Miscellaneous | 0 | 0.0% | 2 | 100.0% |
| Total | 33 | 41.3% | 47 | 58.7% |
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