| 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 | 2 | 7.4% | 25 | 92.6% |
| Claims declined(policy terms or conditions not recognised or met) | 12 | 23.1% | 40 | 76.9% |
| Claims declined(non-disclosure) | 2 | 12.5% | 14 | 87.5% |
| Dissatisfaction with policy performance and maturity values | 1 | 8.3% | 11 | 91.7% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 6 | 100.0% |
| Misselling | 0 | 0.0% | 2 | 100.0% |
| Lapsing | 1 | 20.0% | 4 | 80.0% |
| Miscellaneous | 1 | 7.7% | 12 | 92.3% |
| Total | 19 | 14.3% | 114 | 85.7% |
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