| 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 | 82 | 48.8% | 86 | 51.2% |
| Claims declined(policy terms or conditions not recognised or met) | 84 | 33.2% | 169 | 66.8% |
| Claims declined(non-disclosure) | 6 | 14.3% | 36 | 85.7% |
| Dissatisfaction with policy performance and maturity values | 5 | 15.2% | 28 | 84.8% |
| Dissatisfaction with surrender or paid up values | 3 | 27.3% | 8 | 72.7% |
| Misselling | 2 | 100.0% | 0 | 0.0% |
| Lapsing | 11 | 42.3% | 15 | 57.7% |
| Miscellaneous | 8 | 3.9% | 199 | 96.1% |
| Total | 201 | 27.1% | 541 | 72.9% |
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