| 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 | 21 | 37.5% | 35 | 62.5% |
| Claims declined(policy terms or conditions not recognised or met) | 42 | 31.3% | 92 | 68.7% |
| Claims declined(non-disclosure) | 3 | 13.6% | 19 | 86.4% |
| Dissatisfaction with policy performance and maturity values | 3 | 16.7% | 15 | 83.3% |
| Dissatisfaction with surrender or paid up values | 1 | 16.7% | 5 | 83.3% |
| Misselling | 0 | 0.0% | 1 | 100.0% |
| Lapsing | 3 | 60.0% | 2 | 40.0% |
| Miscellaneous | 4 | 33.3% | 8 | 66.7% |
| Total | 77 | 30.3% | 177 | 69.7% |
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