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[vc_row][vc_column][vc_column_text]Table 1 and Table 2 published below apply to the period from 1 January 2021 to 31 December 2021 (‘the applicable period’).

Table 1 shows

Complaints Received

The total number of new complaints received in the applicable period per insurer.

(Some of these complaints were sent on to the insurer to try and resolve with the complainant directly. If not resolved to the complainant’s satisfaction, our office then took up the complaint).

% of Total

The number of new complaints received in the applicable period per insurer expressed as a percentage (to two decimal places) of the total number of new complaints received by our office.

Cases considered

Those complaints in respect of which a case file was opened and the complaint was investigated by our office.

Cases finalised

Complaints finalised in the applicable period. (These include complaints received prior to 1 January 2021)

Resolved wholly/partially in favour of the complainant

For cases finalised in the applicable period, the percentage that were resolved wholly or partially (W/P) in favour of the complainant (by way of settlement, mediation, conciliation, recommendation or determination).

Table 2 shows

Finalised cases per nature of complaint per insurer

In Table 1, in the column titled ‘Cases Finalised’, you can access Table 2 for that insurer.

Table 2 categorises finalised cases according to ‘nature of the complaint’.

For each category, the table shows the total number of finalised cases for that category and, of that total, the number of finalised cases resolved wholly or partially (W/P) in favour of the complainant.

Subscribing Members Complaints Data 2021

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
210	2.57%	180	122	23

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3Sixty Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
316	3.87%	243	142	85

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Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
36	0.44%	19	18	5

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ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1	0.01%	0	0	0

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ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
285	3.49%	204	126	44

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Acsis Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
0	0.0%	0	0	0

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AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
51	0.62%	35	37	13

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Alexander Forbes Investments Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
0	0.0%	0	0	0

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Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
11	0.13%	9	12	7

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Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
12	0.15%	8	5	0

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Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
216	2.65%	143	90	34

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AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
177	2.17%	116	79	42

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Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
6	0.07%	6	7	0

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BrightRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
63	0.77%	45	30	10

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Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
242	2.96%	195	109	29

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Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
328	4.02%	234	134	59

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Constantia Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
2	0.02%	1	8	3

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Constantia Life and Health Insurance

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
6	0.07%	6	4	1

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Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
218	2.67%	187	165	35

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Dotsure Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
6	0.00%	3	2	0

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Emerald Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
200	2.45%	146	35	21

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FedGroup Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1	0.01%	0	0	0

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First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
168	2.06%	124	91	38

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Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
251	3.07%	124	63	12

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Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
966	11.83%	702	518	242

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Hollard Specialist Life Assurance Co.Ltd

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
49	0.60%	35	17	9

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Investec Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
2	0.02%	2	0	0

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Just Retirement Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1	0.01%	0	0	0

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Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
668	8.18%	510	388	112

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Merritt Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
0	0.00%	0	0	0

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Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
594	7.28%	418	282	118

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MMI Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
280	3.43%	229	181	62

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Nedbank Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
0	0.0%	0	0	0

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Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
214	2.62%	175	124	30

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Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
9	0.11%	9	14	5

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New Era Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
4	0.05%	4	2	0

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Ninety One Assurance Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1	0.01%	0	0	0

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Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
12	0.15%	5	2	2

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Old Mutual Life Assurance Company (SA) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1307	16.01%	889	465	116

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Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
34	0.42%	25	24	5

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Professional Provident Society Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
43	0.53%	36	23	7

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PSG Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
0	0.00%	0	0	0

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Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
5	0.06%	3	4	1

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Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
261	3.20%	164	115	48

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SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
11	0.13%	9	11	1

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Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
250	3.06%	152	89	25

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Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
324	3.97%	254	160	21

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Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
239	2.93%	171	119	18

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Shield Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1	0.01%	0	0	0

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Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
5	0.06%	2	2	1

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Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
11	0.13%	8	6	3

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Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
14	0.17%	9	12	8

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Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
52	0.64%	44	62	34

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