The office of the Ombudsman for Long-term Insurance says it recovered R184.4 million in the form of lump sums for consumers from long-term insurance companies during 2015.
The Ombudsman is an independent body to which clients can complain if they believe they have been treated unfairly by their insurer.
The watchdog said it received 9,815 written requests for assistance in 2015, an increase of 6% on the previous year. Of these, 5,018 were chargeable complaints, with 3,491 cases full cases finalised and 75% of cases finalised within six months of receiving them.
Three in 10 (29.8%) cases were resolved in favour of the complainant, slightly up on 2014’s 29.7%, the body said.
The office published individual insurer complaints data of its members for the period 1 January 2015 to 31 December 2015
The data below reflects the number of complaints received for each insurer and the percentage of cases resolved in favour of complainants.
Some insurers are far larger than others, thus the number of cases resolved in favour of clients is used as the basis for the ranking. The so-called “worst” performer is at the top.
Cases resolved may include previous cases not based on complaints received in 2015, so there were resolutions even when no new cases were opened (as is the case with Absa Insurance).
|Insurer||Complaints received in 2015||% of resolved cases in favour of Clients|
|Old Mutual Alternative||28||60.9%|
|Real People Assurance||8||57.1%|
|JDG Micro Life||14||42.9%|
|Professional Provident Society||28||38.7%|
|African Unity Insurance||53||38.1%|
|Hollard Life Assurance||438||36.4%|
|Nedgroup Life Assurance||132||32.3%|
|AIG Life South Africa||167||32.0%|
|Old Mutual Life Assurance||697||29.9%|
|1 Life Direct insurance||143||27.6%|
|Regent Life Assurance||97||26.2%|
|Clientele Life Assurance||232||25.3%|
|Workers Life Insurance||82||24.6%|
|Sanlam Developing Markets||305||23.1%|
|Alexander Forbes Life||10||20.0%|
|Sanlam Life Insurnace||198||17.7%|
|AVBOB Mutual Assurance||91||16.2%|
|Centriq Life Insurance||81||15.7%|
|SA Home Loans Life||22||6.7%|
|Vodacom Life Insurance||5||0.0%|
|Allan Gray Life||2||0.0%|
|New Era Life||2||0.0%|
|First Rand Life Assurance||1||0.0%|
|Viva Life Insurance||1||0.0%|
|Just Retirement Life||0||0.0%|
|Reylant Life Assurance||0||0.0%|
|RMB Structured Life||0||0.0%|