[vc_row][vc_column][vc_column_text]The two tables of figures published below are for the period from 1 January to 31 December 2014
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 2014. 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 2014
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TABLE 1
1 Life Direct Insurance Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
119 |
2.39% |
87 |
90 |
27.8% |
72.2% |
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TABLE 1
ABSA Insurance and Financial Advisers (PTY) LTD.
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
0 |
0.00% |
0 |
0 |
0.0% |
0.0% |
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TABLE 1
ABSA Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
183 |
3.68 |
134 |
157 |
28.7% |
71.3% |
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TABLE 1
Acsis Ltd
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
1 |
0.02% |
1 |
1 |
0.0% |
100.0% |
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TABLE 1
African Unity Insurance Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
26 |
0.52% |
18 |
18 |
61.1% |
38.9% |
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TABLE 1
AIG Life South Africa Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
144 |
2.89% |
134 |
165 |
45.5% |
54.5% |
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TABLE 1
Alexander Forbes Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
7 |
0.14% |
7 |
7 |
42.9% |
57.1% |
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TABLE 1
Allan Gray Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
1 |
0.02% |
1 |
2 |
0.0% |
100.0% |
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TABLE 1
Assupol Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
200 |
4.02% |
128 |
111 |
36.9% |
63.1% |
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TABLE 1
AVBOB Mutual Assurance Society
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
98 |
1.97% |
71 |
64 |
39.1% |
60.9% |
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TABLE 1
Bidvest Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
4 |
0.08% |
2 |
3 |
33.3% |
66.7% |
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TABLE 1
Centriq Life Insurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
41 |
0.82% |
26 |
16 |
18.8% |
81.2% |
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TABLE 1
Channel Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
88 |
1.77% |
64 |
80 |
41.3% |
58.7% |
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TABLE 1
Clientele Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
226 |
4.54% |
154 |
139 |
20.1% |
79.9% |
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TABLE 1
Discovery Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
142 |
2.85% |
118 |
104 |
29.8% |
70.2% |
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TABLE 1
FedGroup Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
0 |
0.00% |
0 |
1 |
100.0% |
0.0% |
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TABLE 1
Frank Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
25 |
0.50% |
20 |
28 |
46.4% |
53.6% |
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TABLE 1
Guardrisk Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
69 |
1.39% |
40 |
36 |
16.7% |
83.3% |
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TABLE 1
Hollard Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
444 |
8.92% |
300 |
296 |
32.8% |
67.2% |
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TABLE 1
Investec Assurance Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
1 |
0.02% |
1 |
1 |
0.0% |
100.0% |
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TABLE 1
Investment Solutions Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
0 |
0.00% |
0 |
0 |
0.0% |
0.0% |
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TABLE 1
JDG Micro Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
12 |
0.24% |
4 |
8 |
0.0% |
100.0% |
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TABLE 1
Liberty Group Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
545 |
10.95% |
407 |
459 |
31.8% |
68.2% |
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TABLE 1
Lombard Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
10 |
0.20% |
9 |
11 |
18.2% |
81.8% |
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TABLE 1
Metropolitan Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
359 |
7.22% |
232 |
256 |
31.6% |
68.4% |
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TABLE 1
Momentum Group Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
412 |
8.28% |
300 |
312 |
38.5% |
61.5% |
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TABLE 1
Nedbank Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
0 |
0.0% |
0 |
0 |
0.0% |
0.0% |
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TABLE 1
Nedgroup Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
123 |
2.47% |
96 |
108 |
18.5% |
81.5% |
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TABLE 1
Nestlife Assurance Corporation Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
22 |
0.44% |
16 |
19 |
47.4% |
52.6% |
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TABLE 1
New Era Life Insurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
1 |
0.02% |
1 |
2 |
50.0% |
50.0% |
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TABLE 1
Old Mutual Alternative Solutions Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
34 |
0.68% |
26 |
24 |
25.0% |
75.0% |
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TABLE 1
Old Mutual Life Assurance Company (SA) Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
549 |
11.04% |
338 |
350 |
22.3% |
77.7% |
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TABLE 1
Outsurance Life Insurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
19 |
0.38% |
14 |
10 |
30.0% |
70.0% |
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TABLE 1
Professional Provident Society Insurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
37 |
0.74% |
34 |
32 |
34.4% |
65.6% |
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TABLE 1
Prosperity Insurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
29 |
0.58% |
20 |
40 |
25.0% |
75.0% |
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TABLE 1
PSG Futurewealth Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
6 |
0.12% |
6 |
0 |
0.0% |
0.0% |
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TABLE 1
Real People Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
13 |
0.26% |
10 |
9 |
22.2% |
77.8% |
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TABLE 1
Regent Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
90 |
1.81% |
68 |
82 |
35.4% |
64.6% |
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TABLE 1
Relyant Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
0 |
0.0% |
0 |
0 |
0.0% |
0.0% |
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TABLE 1
RMB Structured Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
0 |
0.0% |
0 |
0 |
0.0% |
0.0% |
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TABLE 1
SA Home Loans Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
21 |
0.42% |
18 |
23 |
4.3% |
95.7% |
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TABLE 1
Safrican Insurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
117 |
2.35% |
116 |
98 |
46.9% |
53.1% |
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TABLE 1
Sanlam Life Insurance Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
197 |
3.96% |
132 |
125 |
12.0% |
88.0% |
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TABLE 1
Sanlam Sky Solutions
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
434 |
8.72% |
355 |
419 |
20.0% |
80.0% |
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TABLE 1
Union Life Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
55 |
1.11% |
40 |
42 |
47.6% |
52.4% |
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TABLE 1
Viva Life Insurance Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
1 |
0.02% |
1 |
1 |
0.0% |
100.0% |
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TABLE 1
Vodacom Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
1 |
0.02% |
0 |
0 |
0.0% |
0.0% |
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TABLE 1
Workers Life Assurance Company Limited
Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of Complainant* |
% Resolved in favour of Insurer |
88 |
1.77% |
64 |
53 |
32.1% |
67.9% |
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