| 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 | 37 | 35.9% | 66 | 64.1% |
| Claims declined(policy terms or conditions not recognised or met) | 22 | 18.6% | 96 | 81.4% |
| Claims declined(non-disclosure) | 6 | 18.2% | 27 | 81.8% |
| Dissatisfaction with policy performance and maturity values | 2 | 9.5% | 19 | 90.5% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 10 | 100.0% |
| Misselling | 1 | 100.0% | 0 | 0.0% |
| Lapsing | 7 | 25.0% | 21 | 75.0% |
| Miscellaneous | 3 | 8.3% | 33 | 91.7% |
| Total | 78 | 22.3% | 272 | 77.7% |
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