| 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 | 25 | 37.3% | 42 | 62.7% |
| Claims declined(policy terms or conditions not recognised or met) | 58 | 41.4% | 82 | 58.6% |
| Claims declined(non-disclosure) | 4 | 18.2% | 18 | 81.8% |
| Dissatisfaction with policy performance and maturity values | 1 | 4.2% | 23 | 95.8% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 8 | 100.0% |
| Misselling | 0 | 0.0% | 1 | 100.0% |
| Lapsing | 1 | 8.3% | 11 | 91.7% |
| Miscellaneous | 6 | 20.0% | 24 | 80.0% |
| Total | 95 | 31.3% | 209 | 68.7% |
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