[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% |
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3Sixty Life
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 156 |
2.55% |
121 |
92 |
73.9% |
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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% |
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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 |
| 2 |
0.03% |
2 |
0 |
0.0% |
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ABSA Life
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 209 |
3.42% |
179 |
121 |
31.4% |
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Acsis Limited
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 0 |
0.0% |
0 |
0 |
0.0% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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Constantia Life
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 3 |
0.05% |
0 |
0 |
0.0% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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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% |
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Nedbank Limited
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 1 |
0.02% |
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 |
| 165 |
2.70% |
134 |
113 |
29.2% |
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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% |
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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 |
| 1 |
0.02% |
1 |
0 |
0.0% |
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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% |
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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 |
| 885 |
14.49% |
629 |
437 |
29.1% |
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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% |
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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 |
| 46 |
0.75% |
39 |
35 |
42.9% |
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PSG Life
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 0 |
0.0% |
0 |
1 |
0.0% |
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Real People Assurance Company Limited
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 5 |
0.08% |
4 |
2 |
50.0% |
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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% |
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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% |
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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% |
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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% |
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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% |
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Shield Life
| Complaints Received |
% of Total |
Cases Considered |
Cases Finalised |
% Resolved W/P in favour of |
| Complainant |
| 3 |
0.05% |
3 |
1 |
0.0% |
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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% |
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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% |
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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% |
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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% |
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