| 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 | 51 | 38.9% | 80 | 61.1% |
| Claims declined(policy terms or conditions not recognised or met) | 79 | 31.0% | 176 | 69.0% |
| Claims declined(non-disclosure) | 2 | 9.5% | 19 | 90.5% |
| Dissatisfaction with policy performance and maturity values | 0 | 0.0% | 2 | 100.0% |
| Dissatisfaction with surrender or paid up values | 2 | 100.0% | 0 | 0.0% |
| Misselling | 2 | 100.0% | 0 | 0.0% |
| Lapsing | 6 | 50.0% | 6 | 50.0% |
| Miscellaneous | 4 | 66.7% | 2 | 33.3% |
| Total | 146 | 33.9% | 285 | 66.1% |
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