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Customer Complaints December 2011

We value the concerns of our members about us and take their complaints seriously. We look at each complaint in detail to help us understand what we need to do differently to improve the experience of our members.

1 July 2011 to 31 December 2011

About our complaints data

Table 1 shows a breakdown of the number of complaints closed by PruHealth between July 2011 to December 2011.

The data is shown in the way we report to the Financial Services Authority and it covers three firms;

  • Prudential Health Limited & Prudential Health Insurance Limited - the two firms that underwrite the PruHealth insurance products.
  • Prudential Health Services Limited - this is the firm that services both the PruHealth & PruProtect products and the data in Table 2 shows the breakdown between the two brands.

Table 1 

Complaint Information for the period for 1 July 2011 - 31 December 2011

  Prudential Health Limited Prudential Health Insurance Limited Prudential Health Services Limited Overall
Number of complaints opened 781 316 846 1943
Total of complaints closed 873 306 926 2105
Number of complaints closed within 8 weeks 798 265 853 1916
Percentage closed within 8 weeks 91% 87% 92% 91%
Total upheld 239 128 667 1034
Percentage upheld 27% 42% 72% 49%

Table 2

Breakdown of the Prudential Health Services Limited Complaints data between PruHealth & PruProtect 

  PruHealth PruProtect
Number of complaints opened 650 196
Total of complaints closed 730 196
Number of complaints closed within 8 weeks 658 195
Percentage closed in 8 weeks 90% 99%
Total upheld 572 95
Percentage upheld 78% 48%

For PruProtect information, please click here 

 

Previous complaints publications

January 2011 - June 2011

July 2010 - December 2010

January 2010 - June 2010

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