| 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 | 33 | 30.0% | 77 | 70.0% |
| Claims declined(policy terms or conditions not recognised or met) | 39 | 15.0% | 221 | 85.0% |
| Claims declined(non-disclosure) | 1 | 8.3% | 11 | 91.7% |
| Dissatisfaction with policy performance and maturity values | 2 | 25.0% | 6 | 75.0% |
| Dissatisfaction with surrender or paid up values | 0 | 0.0% | 7 | 100.0% |
| Misselling | 0 | 0.0% | 2 | 100.0% |
| Lapsing | 6 | 42.9% | 8 | 57.1% |
| Miscellaneous | 3 | 50.0% | 3 | 50.0% |
| Total | 84 | 20.0% | 335 | 80.0% |
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