| 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 | 52 | 47.3% | 58 | 52.7% |
| Claims declined(policy terms or conditions not recognised or met) | 137 | 45.2% | 166 | 54.8% |
| Claims declined(non-disclosure) | 2 | 14.3% | 12 | 85.7% |
| Dissatisfaction with policy performance and maturity values | 0 | 0.0% | 1 | 100.0% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 3 | 100.0% |
| Misselling | 1 | 100.0% | 0 | 0.0% |
| Lapsing | 3 | 21.4% | 11 | 78.6% |
| Miscellaneous | 1 | 33.3% | 2 | 66.7% |
| Total | 196 | 43.7% | 253 | 56.3% |
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