| 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 | 18 | 26.1% | 51 | 73.9% |
| Claims declined(policy terms or conditions not recognised or met) | 33 | 31.1% | 73 | 68.9% |
| Claims declined(non-disclosure) | 4 | 13.8% | 25 | 86.2% |
| Dissatisfaction with policy performance and maturity values | 2 | 18.2% | 9 | 81.8% |
| Dissatisfaction with surrender or paid up values | 1 | 16.7% | 5 | 83.3% |
| Misselling | 0 | 0.0% | 8 | 100.0% |
| Lapsing | 2 | 20.0% | 8 | 80.0% |
| Miscellaneous | 2 | 11.1% | 16 | 88.9% |
| Total | 62 | 24.1% | 195 | 75.9% |
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