with the Regulator. In our country the Regulator has come to the conclusion (and is persevering with its position) that it should examine the complaints made by policyholders in order to augment its awareness (about what is going on in the practice). The Regulator, if persuaded that the insurer is in breach of its contractual obligations, demands the insurer not to insist on its decision to reject the claim. Where this approach is not complied with, the Regulator imposes sanctions