[vc_row][vc_column][vc_column_text]The two tables of figures published below are for the period from 1 January to 31 December 2016

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 2016. 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 2016

Table 1

1 Life Direct Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
166	3.16%	106	104	25.0%	75.0%

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Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
9	0.17%	7	4	50.0%	50.0%

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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	0	0.0%	0.0%

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ABSA Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
200	3.81%	144	121	31.4%	68.6%

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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%

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African Unity Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
26	0.50%	22	33	54.5%	45.5%

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AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
110	2.09%	70	88	25.0%	75.0%

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Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
13	0.25%	10	6	50.0%	50.0%

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Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
12	0.23%	2	2	0.0%	100.0%

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Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
300	5.71%	141	137	29.2%	70.8%

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AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
88	1.68%	56	47	29.8%	70.2%

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Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
7	0.13%	5	5	60.0%	40.0%

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Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
76	1.45%	74	63	9.5%	90.5%

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Channel Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
56	1.07%	39	35	34.3%	65.7%

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Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
226	4.30%	138	126	15.9%	84.1%

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Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
184	3.50%	134	111	23.4%	76.6%

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FedGroup Life Limited

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

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*FNB Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
36	0.69%	31	35	31.4%	68.6%

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First Rand Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
10	0.19%	4	0	0.0%	0.0%

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Frank.Net

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
1	0.02%	3	8	50.0%	50.0%

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Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
103	1.96%	52	50	28.0%	72.0%

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Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
492	9.37%	343	330	35.2%	64.8%

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Investec Assurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
3	0.06%	1	1	0.0%	100.0%

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Investment Solutions 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%

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Just Retirement 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%

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Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
587	11.18%	432	434	33.6%	66.4%

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Lombard Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
7	0.13%	7	6	16.7%	83.3%

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Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
376	7.16%	226	195	19.0%	81.0%

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Momentum Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
316	6.02%	232	253	24.1%	75.9%

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Nedbank Limited

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

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Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
124	2.36%	102	100	23.0%	77.0%

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Nestlife Assurance Corporation Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
10	0.19%	12	10	60.0%	40.0%

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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%	0	1	100.0%	0.0%

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Old Mutual Alternative Solutions Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
21	0.40%	10	12	58.3%	41.7%

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Old Mutual Life Assurance Company (SA) Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
723	13.77%	454	469	20.0%	80.0%

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Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
30	0.57%	21	23	13.0%	87.0%

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Professional Provident Society Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
36	0.69%	29	24	33.3%	66.7%

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PSG Life

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
4	0.08%	5	5	20.0%	80.0%

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Real People Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
5	0.10%	3	4	0.0%	100.0%

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Regent Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
67	1.28%	50	55	32.7%	67.3%

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RMB Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
3	0.06%	1	1	0.0%	100.0%

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SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
18	0.34%	15	20	10.0%	90.0%

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Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
124	2.36%	70	58	24.1%	75.9%

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Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
273	5.20%	153	139	12.9%	87.1%

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Sanlam Developing Markets

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
253	4.82%	190	190	16.8%	83.2%

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Union Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
40	0.76%	27	27	44.4%	55.6%

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Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
5	0.10%	2	1	0.0%	100.0%

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Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
13	0.25%	7	7	42.9%	57.1%

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Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised	% Resolved W/P in favour of
				Complainant	Insurer
97	1.85%	70	67	31.3%	68.7%

[/vc_column_text][vc_column_text]* Approval of transfer of business to First Rand Life Assurance Limited in terms of Section 37 of the Long term Insurance Act,was completed in November 2016..[/vc_column_text][/vc_column][/vc_row]