Posts in category: Complaints Data

[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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[vc_row][vc_column][vc_column_text]Table 1 and Table 2 published below apply to the period from 1 January 2022 to 31 December 2022 (‘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 2022)

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 2022

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
185	2.60%	158	123	33

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3Sixty Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
144	2.02%	99	158	81

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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
20	0.28%	14	10	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
0	0.00%	0	0	0

[/vc_column_text][vc_column_text]

ABSA Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
236	3.31%	186	150	35

[/vc_column_text][vc_column_text]

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
53	0.74%	44	18	2

[/vc_column_text][vc_column_text]

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

[/vc_column_text][vc_column_text]

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
12	0.17%	10	5	2

[/vc_column_text][vc_column_text]

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
11	0.15%	4	4	0

[/vc_column_text][vc_column_text]

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
230	3.23%	148	85	30

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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
145	2.03%	86	58	24

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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
7	0.10%	6	4	1

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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
50	0.70%	40	38	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
275	3.86%	202	114	24

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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
319	4.48%	237	158	33

[/vc_column_text][vc_column_text]

Constantia Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
6	0.08%	4	2	0

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Constantia Life and Health Insurance Company Limited

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

[/vc_column_text][vc_column_text]

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
233	3.27%	207	132	25

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Dotsure Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
1	0.00%	1	1	0

[/vc_column_text][vc_column_text]

Emerald Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
189	2.65%	167	76	17

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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
3	0.04%	3	0	0

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First Rand Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
119	1.67%	77	64	17

[/vc_column_text][vc_column_text]

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
165	2.32%	80	55	10

[/vc_column_text][vc_column_text]

Guardrisk Micro Insurance Limited

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

[/vc_column_text][vc_column_text]

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
697	9.78%	522	346	111

[/vc_column_text][vc_column_text]

Hollard Specialist Life Assurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
47	0.66%	30	15	8

[/vc_column_text][vc_column_text]

Investec Life Limited

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

[/vc_column_text][vc_column_text]

Just Retirement Life Limited

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

[/vc_column_text][vc_column_text]

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
683	9.58%	537	363	132

[/vc_column_text][vc_column_text]

Long Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
2	0.03%	0	0	0

[/vc_column_text][vc_column_text]

Merrit Insurance Limited

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

[/vc_column_text][vc_column_text]

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
465	6.53%	314	228	74

[/vc_column_text][vc_column_text]

MMI Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
280	3.93%	220	156	51

[/vc_column_text][vc_column_text]

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
140	1.96%	113	123	31

[/vc_column_text][vc_column_text]

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
1	0.01%	1	2	0

[/vc_column_text][vc_column_text]

Ninety One Assurance Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
4	0.06%	1	0	0

[/vc_column_text][vc_column_text]

NMS Insurance Services Limited

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

[/vc_column_text][vc_column_text]

Old Mutual Alternative Risk Transfer Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
147	2.06%	109	26	3

[/vc_column_text][vc_column_text]

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
1113	15.62%	713	454	111

[/vc_column_text][vc_column_text]

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
41	0.58%	37	18	4

[/vc_column_text][vc_column_text]

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
40	0.56%	32	20	7

[/vc_column_text][vc_column_text]

PSG Life Limited

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

[/vc_column_text][vc_column_text]

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
193	2.71%	150	96	34

[/vc_column_text][vc_column_text]

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
9	0.13%	7	5	0

[/vc_column_text][vc_column_text]

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
93	1.31%	68	45	13

[/vc_column_text][vc_column_text]

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
355	4.98%	282	187	36

[/vc_column_text][vc_column_text]

Sanlam Developing Markets Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
331	4.64%	248	133	39

[/vc_column_text][vc_column_text]

Shield Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
2	0.03%	2	2	1

[/vc_column_text][vc_column_text]

Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
8	0.11%	4	2	2

[/vc_column_text][vc_column_text]

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
2	0.03%	2	2	0

[/vc_column_text][vc_column_text]

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
7	0.10%	5	5	1

[/vc_column_text][vc_column_text]

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	0.73%	48	36	10

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]The two tables of figures published below are for the period from 1 January to 31 December 2019

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 2019. 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.G

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 2019

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
174	2.85%	129	116	34.5%

[/vc_column_text][vc_column_text]

3Sixty Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
156	2.55%	121	92	73.9%

[/vc_column_text][vc_column_text]

Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
21	0.34%	13	7	85.7%

[/vc_column_text][vc_column_text]

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
2	0.03%	2	0	0.0%

[/vc_column_text][vc_column_text]

ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
209	3.42%	179	121	31.4%

[/vc_column_text][vc_column_text]

Acsis Limited

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

[/vc_column_text][vc_column_text]

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
108	1.77%	98	67	20.9%

[/vc_column_text][vc_column_text]

Alexander Forbes Investments Limited

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

[/vc_column_text][vc_column_text]

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
17	0.28%	15	8	50.0%

[/vc_column_text][vc_column_text]

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
12	0.20%	6	1	0.0%

[/vc_column_text][vc_column_text]

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
242	3.96%	160	109	38.5%

[/vc_column_text][vc_column_text]

AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
100	1.64%	80	60	35.0%

[/vc_column_text][vc_column_text]

Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
5	0.08%	4	5	40.0%

[/vc_column_text][vc_column_text]

BrighRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
45	0.74%	33	29	48.3%

[/vc_column_text][vc_column_text]

Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
166	2.72%	142	76	11.8%

[/vc_column_text][vc_column_text]

Channel Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
34	0.56%	28	24	33.3%

[/vc_column_text][vc_column_text]

Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
228	3.73%	178	153	35.9%

[/vc_column_text][vc_column_text]

Constantia Life and Health Insurance

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

[/vc_column_text][vc_column_text]

Constantia Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
3	0.05%	0	0	0.0%

[/vc_column_text][vc_column_text]

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
192	3.14%	169	152	28.3%

[/vc_column_text][vc_column_text]

FedGroup Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
3	0.05%	3	4	0.0%

[/vc_column_text][vc_column_text]

First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
95	1.56%	70	70	42.9%

[/vc_column_text][vc_column_text]

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
167	2.73%	97	61	9.8%

[/vc_column_text][vc_column_text]

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
511	8.37%	402	374	43.9%

[/vc_column_text][vc_column_text]

Hollard Specialist Life Assurance Co.Ltd

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
74	1.21%	55	43	39.5%

[/vc_column_text][vc_column_text]

Investec Assurance Limited

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

[/vc_column_text][vc_column_text]

Investec Life Limited

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

[/vc_column_text][vc_column_text]

Just Retirement Life

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

[/vc_column_text][vc_column_text]

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
626	10.25%	509	382	34.0%

[/vc_column_text][vc_column_text]

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
406	6.65%	338	246	30.9%

[/vc_column_text][vc_column_text]

MMI Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
330	5.40%	282	213	34.3%

[/vc_column_text][vc_column_text]

Nedbank Limited

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

[/vc_column_text][vc_column_text]

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
165	2.70%	134	113	29.2%

[/vc_column_text][vc_column_text]

Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
7	0.11%	5	5	80.0%

[/vc_column_text][vc_column_text]

New Era Life Insurance Company Limited

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

[/vc_column_text][vc_column_text]

Oakhurst Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
2	0.00%	1	0	0.0%

Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
10	0.16%	5	4	0.0%

[/vc_column_text][vc_column_text]

Old Mutual Life Assurance Company (SA) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
885	14.49%	629	437	29.1%

[/vc_column_text][vc_column_text]

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
28	0.46%	21	16	31.3%

[/vc_column_text][vc_column_text]

Professional Provident Society Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
46	0.75%	39	35	42.9%

[/vc_column_text][vc_column_text]

PSG Life

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

[/vc_column_text][vc_column_text]

Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
5	0.08%	4	2	50.0%

[/vc_column_text][vc_column_text]

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
140	2.29%	92	35	22.9%

[/vc_column_text][vc_column_text]

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
14	0.23%	13	9	11.1%

[/vc_column_text][vc_column_text]

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
171	2.80%	127	90	64.4%

[/vc_column_text][vc_column_text]

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
291	4.77%	248	184	14.7%

[/vc_column_text][vc_column_text]

Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
241	3.95%	176	122	23.8%

[/vc_column_text][vc_column_text]

Shield Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
3	0.05%	3	1	0.0%

[/vc_column_text][vc_column_text]

Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
7	0.11%	4	3	0.0%

[/vc_column_text][vc_column_text]

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
1	0.02%	0	2	0.0%

[/vc_column_text][vc_column_text]

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
18	0.29%	15	10	40.0%

[/vc_column_text][vc_column_text]

Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
152	2.49%	131	66	36.4%

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]The two tables of figures published below are for the period from 1 January to 31 December 2019

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 2019. 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.G

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 2019

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
174	2.85%	129	116	34.5%

[/vc_column_text][vc_column_text]

3Sixty Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
156	2.55%	121	92	73.9%

[/vc_column_text][vc_column_text]

Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
21	0.34%	13	7	85.7%

[/vc_column_text][vc_column_text]

ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
2	0.03%	2	0	0.0%

[/vc_column_text][vc_column_text]

ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
209	3.42%	179	121	31.4%

[/vc_column_text][vc_column_text]

Acsis Limited

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

[/vc_column_text][vc_column_text]

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
108	1.77%	98	67	20.9%

[/vc_column_text][vc_column_text]

Alexander Forbes Investments Limited

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

[/vc_column_text][vc_column_text]

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
17	0.28%	15	8	50.0%

[/vc_column_text][vc_column_text]

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
12	0.20%	6	1	0.0%

[/vc_column_text][vc_column_text]

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
242	3.96%	160	109	38.5%

[/vc_column_text][vc_column_text]

AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
100	1.64%	80	60	35.0%

[/vc_column_text][vc_column_text]

Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
5	0.08%	4	5	40.0%

[/vc_column_text][vc_column_text]

BrighRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
45	0.74%	33	29	48.3%

[/vc_column_text][vc_column_text]

Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
166	2.72%	142	76	11.8%

[/vc_column_text][vc_column_text]

Channel Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
34	0.56%	28	24	33.3%

[/vc_column_text][vc_column_text]

Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
228	3.73%	178	153	35.9%

[/vc_column_text][vc_column_text]

Constantia Life and Health Insurance

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

[/vc_column_text][vc_column_text]

Constantia Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
3	0.05%	0	0	0.0%

[/vc_column_text][vc_column_text]

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
192	3.14%	169	152	28.3%

[/vc_column_text][vc_column_text]

FedGroup Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
3	0.05%	3	4	0.0%

[/vc_column_text][vc_column_text]

First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
95	1.56%	70	70	42.9%

[/vc_column_text][vc_column_text]

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
167	2.73%	97	61	9.8%

[/vc_column_text][vc_column_text]

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
511	8.37%	402	374	43.9%

[/vc_column_text][vc_column_text]

Hollard Specialist Life Assurance Co.Ltd

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
74	1.21%	55	43	39.5%

[/vc_column_text][vc_column_text]

Investec Assurance Limited

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

[/vc_column_text][vc_column_text]

Investec Life Limited

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

[/vc_column_text][vc_column_text]

Just Retirement Life

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

[/vc_column_text][vc_column_text]

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
626	10.25%	509	382	34.0%

[/vc_column_text][vc_column_text]

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
406	6.65%	338	246	30.9%

[/vc_column_text][vc_column_text]

MMI Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
330	5.40%	282	213	34.3%

[/vc_column_text][vc_column_text]

Nedbank Limited

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

[/vc_column_text][vc_column_text]

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
165	2.70%	134	113	29.2%

[/vc_column_text][vc_column_text]

Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
7	0.11%	5	5	80.0%

[/vc_column_text][vc_column_text]

New Era Life Insurance Company Limited

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

[/vc_column_text][vc_column_text]

Oakhurst Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
2	0.00%	1	0	0.0%

Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
10	0.16%	5	4	0.0%

[/vc_column_text][vc_column_text]

Old Mutual Life Assurance Company (SA) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
885	14.49%	629	437	29.1%

[/vc_column_text][vc_column_text]

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
28	0.46%	21	16	31.3%

[/vc_column_text][vc_column_text]

Professional Provident Society Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
46	0.75%	39	35	42.9%

[/vc_column_text][vc_column_text]

PSG Life

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

[/vc_column_text][vc_column_text]

Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
5	0.08%	4	2	50.0%

[/vc_column_text][vc_column_text]

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
140	2.29%	92	35	22.9%

[/vc_column_text][vc_column_text]

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
14	0.23%	13	9	11.1%

[/vc_column_text][vc_column_text]

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
171	2.80%	127	90	64.4%

[/vc_column_text][vc_column_text]

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
291	4.77%	248	184	14.7%

[/vc_column_text][vc_column_text]

Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
241	3.95%	176	122	23.8%

[/vc_column_text][vc_column_text]

Shield Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
3	0.05%	3	1	0.0%

[/vc_column_text][vc_column_text]

Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
7	0.11%	4	3	0.0%

[/vc_column_text][vc_column_text]

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
1	0.02%	0	2	0.0%

[/vc_column_text][vc_column_text]

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
18	0.29%	15	10	40.0%

[/vc_column_text][vc_column_text]

Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant
152	2.49%	131	66	36.4%

[/vc_column_text][/vc_column][/vc_row]

[vc_row][vc_column][vc_column_text]Table 1 and Table 2 published below apply to the period from 1 January 2020 to 31 December 2020 (‘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 2020)

% 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 2020

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
199	2.95%	151	99	21.2%

[/vc_column_text][vc_column_text]

3Sixty Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
131	1.94%	112	109	56.0%

[/vc_column_text][vc_column_text]

Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
36	0.53%	24	16	75.0%

[/vc_column_text][vc_column_text]

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%	1	0	0.0%

[/vc_column_text][vc_column_text]

ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
222	3.29%	176	140	28.6%

[/vc_column_text][vc_column_text]

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	0.0%

[/vc_column_text][vc_column_text]

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
82	1.22%	71	77	27.3%

[/vc_column_text][vc_column_text]

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	0.0%

[/vc_column_text][vc_column_text]

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
16	0.24%	14	10	50.0%

[/vc_column_text][vc_column_text]

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
7	0.10%	4	5	20.0%

[/vc_column_text][vc_column_text]

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
219	3.25%	146	111	40.5%

[/vc_column_text][vc_column_text]

AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
139	2.06%	101	64	21.9%

[/vc_column_text][vc_column_text]

Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
6	0.09%	6	0	0.0%

[/vc_column_text][vc_column_text]

BrighRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
74	1.10%	55	35	37.1%

[/vc_column_text][vc_column_text]

Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
193	2.86%	151	96	36.5%

[/vc_column_text][vc_column_text]

Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
211	3.13%	172	129	51.2%

[/vc_column_text][vc_column_text]

Constantia Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
11	0.16%	11	3	66.7%

[/vc_column_text][vc_column_text]

Constantia Life and Health Insurance

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
5	0.07%	4	3	66.7%

[/vc_column_text][vc_column_text]

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
244	3.62%	221	174	24.1%

[/vc_column_text][vc_column_text]

Dotsure Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.0%	0	0	0.0%

[/vc_column_text][vc_column_text]

Emerald Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
37	0.55%	32	0	0.0%

[/vc_column_text][vc_column_text]

FedGroup Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
2	0.03%	2	2	0.0%

[/vc_column_text][vc_column_text]

First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
142	2.11%	112	58	32.8%

[/vc_column_text][vc_column_text]

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
195	2.89%	110	73	27.4%

[/vc_column_text][vc_column_text]

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
706	10.47%	533	334	37.1%

[/vc_column_text][vc_column_text]

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
59	0.87%	35	28	46.4%

[/vc_column_text][vc_column_text]

Investec Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.00%	0	0	0.0%

[/vc_column_text][vc_column_text]

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%	1	0	0.0%

[/vc_column_text][vc_column_text]

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
587	8.70%	490	371	26.4%

[/vc_column_text][vc_column_text]

Merritt Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
1	0.01%	1	0	0.0%

[/vc_column_text][vc_column_text]

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
427	6.33%	336	219	30.6%

[/vc_column_text][vc_column_text]

MMI Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
292	4.33%	236	216	31.5%

[/vc_column_text][vc_column_text]

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	0.0%

[/vc_column_text][vc_column_text]

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
193	2.86%	159	119	35.3%

[/vc_column_text][vc_column_text]

Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
16	0.24%	12	2	100.0%

[/vc_column_text][vc_column_text]

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
1	0.01%	1	2	50.0%

[/vc_column_text][vc_column_text]

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	0.0%

[/vc_column_text][vc_column_text]

Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
11	0.16%	2	3	33.3%

[/vc_column_text][vc_column_text]

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
1042	15.45%	743	445	25.8%

[/vc_column_text][vc_column_text]

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
25	0.37%	21	13	30.8%

[/vc_column_text][vc_column_text]

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
24	0.36%	21	24	33.0%

[/vc_column_text][vc_column_text]

PSG Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
2	0.03%	2	2	50.0%

[/vc_column_text][vc_column_text]

Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
4	0.06%	4	4	75.0%

[/vc_column_text][vc_column_text]

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
182	2.70%	128	85	49.4%

[/vc_column_text][vc_column_text]

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
23	0.34%	18	9	0.0%

[/vc_column_text][vc_column_text]

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
262	3.88%	181	90	41.1%

[/vc_column_text][vc_column_text]

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
311	4.61%	264	206	16.0%

[/vc_column_text][vc_column_text]

Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
264	3.91%	187	116	22.4%

[/vc_column_text][vc_column_text]

Shield Life

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
0	0.0%	1	1	0.0%

[/vc_column_text][vc_column_text]

Smart Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
2	0.03%	1	0	0.0%

[/vc_column_text][vc_column_text]

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
4	0.06%	3	1	0.0%

[/vc_column_text][vc_column_text]

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
23	0.34%	21	19	42.1%

[/vc_column_text][vc_column_text]

Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	% Resolved W/P in favour of
				Complainant
104	1.54%	94	96	37.5%

[/vc_column_text][/vc_column][/vc_row]