Complaints Data 2018

The two tables of figures published below are for the period from 1 January to 31 December 2018

Table 1 shows

Complaints Received

The number of new complaints received in respect of an individual insurer. Some of these complaints will be sent on to the insurer to deal with the complainant directly. If the complainant is not satisfied with the insurer’s response we will then take up the complaint.

% of Total

Indicates the complaints received in respect of an individual insurer expressed as a percentage (to two decimal places) of the total number of complaints received by our office.

Cases considered

These are the complaints where case files are opened and complaints are investigated by our office.

Cases finalised

These are the cases finalised during 2018. Some of these cases were received in earlier years.

* % Resolved W/P in favour of complainant

This refers to the % of cases which are resolved wholly or partially (W/P) in favour of the complainant. These cases are resolved by way of settlement, mediation, conciliation, recommendation or determination.

Table 2 shows

Finalised cases by nature of complaint

If you click on the Cases Finalised heading for a particular Insurer, details open for that insurer and show the nature of the complaint and the number and percentage of cases resolved either wholly or partially (W/P) in favour of the complainants, and cases resolved in favour of insurers.

Subscribing Members Complaints Data 2018

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
190	3.18%	152	126	23.8%	76.2%

3Sixty Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
91	1.52%	68	31	41.9%	58.1%

Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
9	0.15%	5	2	50.0%	50.0%

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
1	0.02%	1	1	100.0%	0.0%

ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
182	3.04%	148	126	29.4%	70.6%

Acsis Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
0	0.00%	0	0	0.00%	0.00%

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
100	1.67%	85	73	21.9%	78.1%

Alexander Forbes Investments Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
0	0.00%	0	0	0.0%	0.0%

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
11	0.18%	9	16	43.8%	56.2%

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
4	0.07%	1	3	0.0%	100.0%

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
223	3.73%	129	93	34.0%	66.0%

AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
122	2.04%	93	84	27.4%	72.6%

Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
6	0.10%	6	7	0.0%	100.0%

BrighRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
27	0.45%	21	15	33.3%	66.7%

Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
84	1.41%	70	72	40.3%	59.7%

Channel Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
31	0.52%	22	19	36.8%	63.2%

Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
231	3.86%	196	113	31.9%	68.1%

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
216	3.61%	186	118	28.0%	72.0%

FedGroup Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
4	0.07%	3	0	0.0%	0.0%

First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
99	1.66%	78	63	23.8%	76.2%

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
141	2.36%	89	44	20.5%	79.5%

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
868	14.52%	610	407	44.2%	55.8%

Investec Assurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
5	0.08%	3	2	0.0%	100.0%

Investec Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
0	0.00%	0	0	0.0%	0.0%

Just Retirement Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
1	0.02%	1	0	0.0%	0.0%

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
606	10.14%	485	415	35.2%	64.8%

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
410	6.86%	331	238	32.4%	67.6%

MMI Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
328	5.49%	258	220	34.1%	65.9%

Nedbank Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
1	0.02%	0	1	100.0%	0.0%

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
166	2.78%	137	117	29.9%	70.1%

Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
7	0.12%	5	12	91.7%	8.3%

New Era Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
0	0.00%	3	1	100.0%	0.0%

Oakhurst Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
0	0.00%	0	0	0.0%	0.0%

Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
13	0.22%	7	5	80.0%	20.0%

Old Mutual Life Assurance Company (SA) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
855	14.30%	619	400	24.8%	75.2%

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
16	0.27%	14	20	15.0%	85.0%

Professional Provident Society Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
36	0.60%	33	29	20.7%	79.3%

PSG Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
2	0.03%	2	2	0.0%	100.0%

Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
5	0.08%	3	2	100%	0.0%

Regent Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
69	1.15%	44	46	26.1%	73.9%

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
63	1.05%	45	22	36.4%	63.6%

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
9	0.15%	7	8	25.0%	75.0%

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
157	2.63%	113	106	38.7%	61.3%

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
276	4.62%	222	153	16.3%	83.7%

Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
220	3.68%	167	105	21.9%	78.1

Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
10	0.17%	7	3	33.3%	66.7%

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
3	0.05%	2	2	0.0%	100.0%

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
7	0.12%	5	4	0.0%	100.0%

Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
74	1.24%	63	45	33.3%	66.7%