| 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 | 22 | 30.1% | 51 | 69.9% |
| Claims declined(policy terms or conditions not recognised or met) | 16 | 17.0% | 78 | 83.0% |
| Claims declined(non-disclosure) | 0 | 0.0% | 4 | 100.0% |
| Dissatisfaction with policy performance and maturity values | 2 | 25.0% | 6 | 75.0% |
| Dissatisfaction with surrender or paid up values | 2 | 18.2% | 9 | 81.8% |
| Misselling | 1 | 33.3% | 2 | 66.7% |
| Lapsing | 3 | 37.5% | 5 | 62.5% |
| Miscellaneous | 0 | 0.0% | 0 | 0.0% |
| Total | 46 | 22.9% | 155 | 77.1% |
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