| 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 | 34 | 43.6% | 44 | 56.4% |
| Claims declined(policy terms or conditions not recognised or met) | 68 | 38.4% | 109 | 61.6% |
| Claims declined(non-disclosure) | 0 | 0.0% | 2 | 100.0% |
| Dissatisfaction with policy performance and maturity values | 1 | 20.0% | 4 | 80.0% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 3 | 100.0% |
| Misselling | 1 | 25.0% | 3 | 75.0% |
| Lapsing | 4 | 44.4% | 5 | 55.6% |
| Miscellaneous | 1 | 33.3% | 2 | 66.7% |
| Total | 109 | 38.8% | 172 | 61.2% |
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