| 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 | 53 | 38.7% | 84 | 61.3% |
| Claims declined(policy terms or conditions not recognised or met) | 54 | 28.7% | 134 | 71.3% |
| Claims declined(non-disclosure) | 11 | 30.6% | 25 | 69.4% |
| Dissatisfaction with policy performance and maturity values | 6 | 27.3% | 16 | 72.7% |
| Dissatisfaction with surrender or paid up values | 5 | 35.7% | 9 | 64.3% |
| Misselling | 0 | 0.0% | 1 | 100.0% |
| Lapsing | 9 | 42.9% | 12 | 57.1% |
| Miscellaneous | 8 | 20.0% | 32 | 80.0% |
| Total | 146 | 31.8% | 313 | 68.2% |
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