The two tables of figures published below are for the period from 1 January to 31 December 2018

Table 1 shows

Complaints Received

The number of new complaints received in respect of an individual insurer. Some of these complaints will be sent on to the insurer to deal with the complainant directly. If the complainant is not satisfied with the insurer’s response we will then take up the complaint.

% of Total

Indicates the complaints received in respect of an individual insurer expressed as a percentage (to two decimal places) of the total number of complaints received by our office.

Cases considered

These are the complaints where case files are opened and complaints are investigated by our office.

Cases finalised

These are the cases finalised during 2018. Some of these cases were received in earlier years.

* % Resolved W/P in favour of complainant

This refers to the % of cases which are resolved wholly or partially (W/P) in favour of the complainant. These cases are resolved by way of settlement, mediation, conciliation, recommendation or determination.

Table 2 shows

Finalised cases by nature of complaint

If you click on the Cases Finalised heading for a particular Insurer, details open for that insurer and show the nature of the complaint and the number and percentage of cases resolved either wholly or partially (W/P) in favour of the complainants, and cases resolved in favour of insurers.

Subscribing Members Complaints Data 2018

Table 1

1Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
190 3.18% 152 126 23.8% 76.2%

3Sixty Life

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
91 1.52% 68 31 41.9% 58.1%

Abacus Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised       % Resolved W/P in favour of
Complainant Insurer
9 0.15% 5 2 50.0% 50.0%

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 1 1 100.0% 0.0%

ABSA Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
182 3.04% 148 126 29.4% 70.6%

Acsis Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.00% 0.00%

AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
 100 1.67% 85 73 21.9% 78.1%

Alexander Forbes Investments Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.0% 0.0%

Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
  11 0.18% 9 16 43.8% 56.2%

Allan Gray Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
4 0.07% 1 3 0.0% 100.0%

Assupol Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
223 3.73% 129 93 34.0% 66.0%

AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
122 2.04% 93 84 27.4% 72.6%

Bidvest Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
6 0.10% 6 7 0.0% 100.0%

BrighRock Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
27 0.45% 21 15 33.3% 66.7%

Centriq Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
84 1.41% 70 72 40.3% 59.7%

Channel Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
31 0.52% 22 19 36.8% 63.2%

Clientele Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
231 3.86% 196 113 31.9% 68.1%

Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
216 3.61% 186 118 28.0% 72.0%

FedGroup Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
4 0.07% 3 0 0.0% 0.0%

First Rand Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
99 1.66% 78 63 23.8% 76.2%

Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
141 2.36% 89 44 20.5% 79.5%

Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
868 14.52% 610 407 44.2% 55.8%

Investec Assurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
5 0.08% 3 2 0.0% 100.0%

Investec Life Limited 

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.0% 0.0%

Just Retirement Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 1 0 0.0% 0.0%

Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
606 10.14% 485 415 35.2% 64.8%

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
410 6.86% 331 238 32.4% 67.6%

MMI Group Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
328 5.49% 258 220 34.1% 65.9%

Nedbank Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
1 0.02% 0 1 100.0% 0.0%

Nedgroup Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
166 2.78% 137 117 29.9% 70.1%

Nestlife Assurance Corporation Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
7 0.12% 5 12 91.7% 8.3%

New Era Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 3 1 100.0% 0.0%

Oakhurst Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
0 0.00% 0 0 0.0% 0.0%

Old Mutual Alternative Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
13 0.22% 7 5 80.0% 20.0%

Old Mutual Life Assurance Company (SA) Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
855 14.30% 619 400 24.8% 75.2%

Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
16 0.27% 14 20 15.0% 85.0%

Professional Provident Society Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
36 0.60% 33 29 20.7% 79.3%

PSG Life

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
2 0.03% 2 2 0.0% 100.0%

Real People Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
5 0.08% 3 2 100% 0.0%

Regent Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
69 1.15% 44 46 26.1% 73.9%

Santam Structured Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
63 1.05% 45 22 36.4% 63.6%

SA Home Loans Life Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
9 0.15% 7 8 25.0% 75.0%

Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
157 2.63% 113 106 38.7% 61.3%

Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
276 4.62% 222 153 16.3% 83.7%

Sanlam Developing Markets

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
220 3.68% 167 105 21.9% 78.1

Smart Life Insurance Limited 

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
10 0.17% 7 3 33.3% 66.7%

Viva Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
3 0.05% 2 2 0.0% 100.0%

Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
7 0.12% 5 4 0.0% 100.0%

Workers Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised % Resolved W/P in favour of
Complainant Insurer
74 1.24% 63 45 33.3% 66.7%

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