OLTI Complaints Data 2023
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.
In Table 2, data 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.

Table 1

1Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
197	2.93%	151	97	13

3Sixty Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
108	1.61%	82	57	25

Abacus Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
41	0.61%	22	15	5

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

ABSA Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
252	3.75%	209	127	36

AIG Life South Africa Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
57	0.85%	48	15	2

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

Alexander Forbes Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
9	0.13%	8	5	2

Allan Gray Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
10	0.15%	8	3	0

Assupol Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
271	4.04%	172	102	23

AVBOB Mutual Assurance Society

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
168	2.50%	106	59	18

Bidvest Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
8	0.12%	7	3	0

BrightRock Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
38	0.57%	34	24	3

Bryte Life Company 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

Capitec 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	0	0

Centriq Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
304	4.53%	230	113	21

Clientele Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
227	3.38%	150	98	28

Constantia Life Limited

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

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
2	0.03%	2	0	0

Discovery Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
216	3.22%	191	150	30

Dotsure 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

Easypay Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
11	0.16%	4	1	1

Emerald Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
169	2.52%	151	149	14

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	3	1

First Rand Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
127	1.89%	90	45	9

Guardrisk Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
186	2.77%	121	49	9

Guardrisk Micro Insurance 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

Hollard Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
550	8.19%	389	301	114

Hollard Specialist Life Assurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
27	0.40%	16	13	4

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

Just Retirement 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

King Price 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%	1	0	0

Liberty Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
710	10.57%	534	383	113

Linar (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

Long 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

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

Metropolitan Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
453	6.75%	307	196	53

MMI Group Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
249	3.71%	194	165	37

Nedgroup Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
108	1.61%	85	73	10

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
0	0.00%	0	0	0

Ninety One Assurance Life 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

NMS Insurance Services Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
3	0.04%	1	0	0

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
89	1.33%	64	37	13

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
1123	16.73%	722	416	100

Outsurance Life Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
61	0.91%	51	21	1

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
41	0.61%	34	24	7

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	0	0

RMA Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
16	0.24%	10	0	0

Safrican Insurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
138	2.06%	101	76	27

SA Home Loans Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
17	0.25%	0	7	1

Sanlam Developing Markets Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
241	3.59%	137	105	36

Sanlam Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
341	5.08%	253	163	36

Santam Structured Life Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
55	0.82%	38	19	3

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	0	0

Viva Life Insurance Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
3	0.04%	2	0	0

Vodacom Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
10	0.15%	9	5	2

Workers Life Assurance Company Limited

Complaints Received	% of Total	Cases Considered	Cases Finalised Click to Table 2	Resolved W/P in favour of
				Complainant
39	0.58%	31	28	13