| 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 | 33 | 35.9% | 59 | 64.1% |
| Claims declined(policy terms or conditions not recognised or met) | 26 | 37.7% | 43 | 62.3% |
| Claims declined(non-disclosure) | 3 | 27.3% | 8 | 72.7% |
| Dissatisfaction with policy performance and maturity values | 10 | 26.3% | 28 | 73.7% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 9 | 100.0% |
| Misselling | 0 | 0.0% | 0 | 0.0% |
| Lapsing | 6 | 42.9% | 8 | 57.1% |
| Miscellaneous | 3 | 13.0% | 20 | 87.0% |
| Total | 81 | 31.6% | 175 | 68.4% |
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