Complaints Data 2020

Table 1 and Table 2 published below apply to the period from 1 January 2020 to 31 December 2020 (‘the applicable period’).

Table 1 shows

Complaints Received

The total number of new complaints received in the applicable period per insurer.

(Some of these complaints were sent on to the insurer to try and resolve with the complainant directly. If not resolved to the complainant’s satisfaction, our office then took up the complaint).

% of Total

The number of new complaints received in the applicable period per insurer expressed as a percentage (to two decimal places) of the total number of new complaints received by our office.

Cases considered

Those complaints in respect of which a case file was opened and the complaint was investigated by our office.

Cases finalised

Complaints finalised in the applicable period. (These include complaints received prior to 1 January 2020)

% Resolved wholly/partially in favour of the complainant

For cases finalised in the applicable period, the percentage that were resolved wholly or partially (W/P) in favour of the complainant (by way of settlement, mediation, conciliation, recommendation or determination).

Table 2 shows

Finalised cases per nature of complaint per insurer

In Table 1, in the column titled ‘Cases Finalised’, you can access Table 2 for that insurer.

Table 2 categorises finalised cases according to ‘nature of the complaint’.

For each category, the table shows the total number of finalised cases for that category and, of that total, the number of finalised cases resolved wholly or partially (W/P) in favour of the complainant.

Subscribing Members Complaints Data 2020

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
199	2.95%	151	99	21.2%

3Sixty Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
131	1.94%	112	109	56.0%

Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
36	0.53%	24	16	75.0%

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.01%	1	0	0.0%

ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
222	3.29%	176	140	28.6%

Acsis Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.0%	0	0	0.0%

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
82	1.22%	71	77	27.3%

Alexander Forbes Investments Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.0%	0	0	0.0%

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
16	0.24%	14	10	50.0%

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
7	0.10%	4	5	20.0%

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
219	3.25%	146	111	40.5%

AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
139	2.06%	101	64	21.9%

Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
6	0.09%	6	0	0.0%

BrighRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
74	1.10%	55	35	37.1%

Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
193	2.86%	151	96	36.5%

Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
211	3.13%	172	129	51.2%

Constantia Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
11	0.16%	11	3	66.7%

Constantia Life and Health Insurance

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
5	0.07%	4	3	66.7%

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
244	3.62%	221	174	24.1%

Dotsure Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.0%	0	0	0.0%

Emerald Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
37	0.55%	32	0	0.0%

FedGroup Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
2	0.03%	2	2	0.0%

First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
142	2.11%	112	58	32.8%

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
195	2.89%	110	73	27.4%

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
706	10.47%	533	334	37.1%

Hollard Specialist Life Assurance Co.Ltd

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
59	0.87%	35	28	46.4%

Investec Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.00%	0	0	0.0%

Just Retirement Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.01%	1	0	0.0%

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
587	8.70%	490	371	26.4%

Merritt Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.01%	1	0	0.0%

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
427	6.33%	336	219	30.6%

MMI Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
292	4.33%	236	216	31.5%

Nedbank Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.0%	0	0	0.0%

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
193	2.86%	159	119	35.3%

Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
16	0.24%	12	2	100.0%

New Era Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.01%	1	2	50.0%

Ninety One Assurance Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.01%	0	0	0.0%

Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
11	0.16%	2	3	33.3%

Old Mutual Life Assurance Company (SA) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1042	15.45%	743	445	25.8%

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
25	0.37%	21	13	30.8%

Professional Provident Society Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
24	0.36%	21	24	33.0%

PSG Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
2	0.03%	2	2	50.0%

Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
4	0.06%	4	4	75.0%

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
182	2.70%	128	85	49.4%

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
23	0.34%	18	9	0.0%

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
262	3.88%	181	90	41.1%

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
311	4.61%	264	206	16.0%

Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
264	3.91%	187	116	22.4%

Shield Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.0%	1	1	0.0%

Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
2	0.03%	1	0	0.0%

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
4	0.06%	3	1	0.0%

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
23	0.34%	21	19	42.1%

Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
104	1.54%	94	96	37.5%