General Insurance value measures data – year ending 31 August 2016

We have published general insurance value measures data for 38 insurers (including both UK and EEA firms) for the year ending 31 August 2016.

The pilot scorecard includes claims frequencies, claims acceptance rates and average claim pay-outs. The products covered are home (buildings and contents) insurance, home emergency, personal accident and key cover. The data provides users with a broader range of information to assess firms and product value.

Read more about our General Insurance value measures pilot.

Interpreting the data

The data will provide consumer groups, consumers and market commentators with additional indicators of value for the insurers we regulate. The data are not intended primarily to inform customers’ purchasing decisions, and we do not expect individual consumers to review and assess the published data. Consumers making a purchasing decision may use the value measures data but should also consider factors such as prices, product benefits, breadth of cover, excess levels, complaints volumes, average claims settlement periods and product assessment websites.

Further information on the data for individual firms may also be found on their own websites.

When using these value measures data, users should also take account of the following data limitations:

  • The data are aggregated
    The value measures data reflect the aggregated data for the individual firms and products. The data will therefore be impacted by the mix of business undertaken by that firm and may not reflect individual distributor/brand arrangements or individual insurance products purchased by different consumers from the same insurer.
  • The data reflect past performance
    The published data relate to the year ending 31 August 2016. The data may change in subsequent years due to a variety of factors.  For instance poor weather conditions such as floods or storms can increase both claims frequency and claims pay-out.  
  • Actual claim pay-outs can vary significantly from the average
    In addition, the average costs reflect both pay-outs to policy beneficiaries and some relevant costs incurred by insurers when they resolve claims (for example, services provided when dealing with home emergency). These costs can be higher for consumers when sourced individually on the open market rather than as part of their insurance policy.
  • Average claims pay-out and claims frequency will be influenced by a variety of factors such as the level and type of cover
    Some insurers may predominately sell specialist or high end products therefore the sum-insured may be considerably higher resulting in higher claims costs.

Home

Home (combined buildings and contents)

Contracts of insurance against loss or damage to both the structure of domestic properties and contents of domestic properties and including cover against risks to the persons insured incurring liabilities to third parties arising out of injuries sustained within the boundary of a domestic property.

Key:

* - data for this firm primarily relates to specialist or high worth business

Firm

Sales type

Claims frequency

Claims acceptance rate

Average claims pay-out

Admiral Insurance (Gibraltar) Limited

Stand-alone

2.5% to 4.9%

87.5% to 89.9%

£2,500 to £2,999

Ageas Insurance Limited

Stand-alone

2.5% to 4.9%

87.5% to 89.9%

£2,000 to £2,499

Allianz Insurance plc

Stand-alone

5% to 7.4%

87.5% to 89.9%

£2,500 to £2,999

Aviva Insurance Limited

Stand-alone

2.5% to 4.9%

90% to 92.4%

£3,000 to £3,499

AXA Insurance UK Plc

Stand-alone

5% to 7.4%

80% to 84.9%

£2,500 to £2,999

Canopius Managing Agents Limited

Stand-alone

7.5% to 9.9%

85% to 87.4%

£2,500 to £2,999

Chubb / Ace European Group Limited *

Stand-alone

20% to 25%

97.5 to 100%

£10,000 to £14,999

CIS General Insurance Limited

Stand-alone

2.5% to 4.9%

80% to 84.9%

£2,000 to £2,499

Cornish Mutual Assurance Company Limited

Stand-alone

7.5% to 9.9%

95% to 97.5%

£1,000 to £1,499

Covea Insurance plc

Stand-alone

2.5% to 4.9%

85% to 87.4%

£3,000 to £3,499

Ecclesiastical Insurance Office Plc

Stand-alone

7.5% to 9.9%

92.5% to 94.9%

£3,000 to £3,499

esure Insurance Limited

Stand-alone

2.5% to 4.9%

87.5% to 89.9%

£1,000 to £1,499

Gresham Insurance Company Limited

Stand-alone

2.5% to 4.9%

92.5% to 94.9%

£3,000 to £3,499

Hiscox Insurance Company Limited *

Stand-alone

5% to 7.4%

97.5 to 100%

£10,000 to £14,999

Hiscox Syndicates Limited *

Stand-alone

5% to 7.4%

97.5 to 100%

£70,000 to £75,000

Legal and General Insurance Limited

Stand-alone

5% to 7.4%

85% to 87.4%

£1,000 to £1,499

Liberty Insurance Limited

Stand-alone

5% to 7.4%

97.5 to 100%

£2,000 to £2,499

Liverpool Victoria Insurance Company Limited

Stand-alone

5% to 7.4%

80% to 84.9%

£3,000 to £3,499

Lloyds Bank General Insurance Limited

Stand-alone

2.5% to 4.9%

90% to 92.4%

£3,500 to £3,999

Methodist Insurance Plc

Stand-alone

10% to 12.4%

87.5% to 89.9%

£2,000 to £2,499

MS Amlin Underwriting Limited

Stand-alone

2.5% to 4.9%

90% to 92.4%

£4,000 to £4,999

Novae Syndicates Limited

Stand-alone

Below 2.5%

92.5% to 94.9%

£4,000 to £4,999

Qmetric Group Limited

Stand-alone

2.5% to 4.9%

85% to 87.4%

£2,500 to £2,999

Royal & Sun Alliance Insurance Plc

Stand-alone

5% to 7.4%

97.5 to 100%

£1,000 to £1,499

St Andrew's Insurance Plc

Stand-alone

2.5% to 4.9%

87.5% to 89.9%

£5,000 to £5,999

Tesco Underwriting Limited

Stand-alone

5% to 7.4%

90% to 92.4%

£1,000 to £1,499

The National Farmers' Union Mutual Insurance Society Limited

Stand-alone

7.5% to 9.9%

95% to 97.5%

£5,000 to £5,999

The Salvation Army General Insurance Corporation Ltd

Stand-alone

5% to 7.4%

95% to 97.5%

£3,500 to £3,999

U K Insurance Limited

Stand-alone

5% to 7.4%

95% to 97.5%

£2,000 to £2,499

UIA (Insurance) Limited

Stand-alone

5% to 7.4%

75% to 79.9%

£1,500 to £1,999

Zenith Insurance plc

Stand-alone

5% to 7.4%

75% to 79.9%

£2,500 to £2,999

Zurich Insurance PLC

Stand-alone

2.5% to 4.9%

90% to 92.4%

£2,000 to £2,499

Home emergency

Home emergency

Contracts of insurance relating to household assistance. Contracts of insurance which include an element of service fall within this category provided they relate to household assistance which falls within class 18 of schedule 1 to the 2001 Regulated Activities Order.

Key:

+ – pilot data for this firm reflects the cost of the home emergency and excludes the cost of the regular boiler service which will typically be part of the product for some or all customers.

Firm

Sales type

Claims frequency

Claims acceptance rate

Average claims pay-out

Amtrust Europe Limited

Stand-alone

12.5% to 14.9%

75% to 79.9%

£220 to £239.90

Aviva Insurance Limited +

Stand-alone

25% to 29.9%

95% to 100%

£80 to £99.90

British Gas Insurance Limited +

Stand-alone

80% to 89.9%

95% to 100%

£100 to £119.90

DAS Legal Expenses Insurance Company Limited +

Stand-alone

25% to 29.9%

95% to 100%

£100 to £119.90

Great Lakes Reinsurance (UK) SE +

Stand-alone

35% to 39.9%

90% to 94.9%

£200 to £219.90

Prosight Specialty Managing Agency Limited

Stand-alone

90% to 100%

95% to 100%

£100 to £119.90

Royal & Sun Alliance Insurance Plc

Stand-alone

5% to 7.4%

95% to 100%

£200 to £219.90

U K Insurance Limited

Stand-alone

7.5% to 9.9%

95% to 100%

£120 to £139.90

Admiral Insurance (Gibraltar) Limited

Add-on

2.5% to 4.9%

90% to 94.9%

£120 to £139.90

Ageas Insurance Limited

Add-on

2.5% to 4.9%

90% to 94.9%

£120 to £139.90

Amtrust Europe Limited

Add-on

2.5% to 4.9%

70% to 74.9%

£220 to £239.90

Aviva Insurance Limited

Add-on

7.5% to 9.9%

90% to 94.9%

£120 to £139.90

Brit Syndicates Limited

Add-on

5% to 7.4%

80% to 84.9%

£240 to £259.90

DAS Legal Expenses Insurance Company Limited

Add-on

2.5% to 4.9%

90% to 94.9%

£180 to £199.90

Great Lakes Reinsurance (UK) SE

Add-on

Below 2.5%

Unavailable

£140 to £159.90

Liverpool Victoria Insurance Company Limited

Add-on

5% to 7.4%

90% to 94.9%

£200 to £219.90

U K Insurance Limited

Add-on

7.5% to 9.9%

95% to 100%

£140 to £159.90

Personal accident

Personal accident sold as an add-on to motor or home insurance

Contracts of insurance sold as an add-on which fall within classes 1 or 2 of Schedule 1 to the 2001 Regulated Activities Order and which are not medical expenses, healthcare cash plans, travel and creditor.

Key:

++ – personal accident data for this firm relates to a motor extended personal accident product.

Firm

Sales type

Claims frequency

Claims acceptance rate

Average claims pay-out

Admiral Insurance (Gibraltar) Limited

Add-on

Between 1 in 100 policies and 1 in 250 policies

90% to 100%

£500 to £999

Ageas Insurance Limited

Add-on

Between 1 in 500 policies and 1 in 1,000 policies

80% to 89.9%

£3,000 to £4,000

Aviva Insurance Limited

Add-on

Between 1 in 50,000 policies and 1 in 100,000 policies

90% to 100%

£40,000 to £45,000

Canopius Managing Agents Limited

Add-on

Between 1 in 25,000 policies and 1 in 49,999 policies

90% to 100%

£15,000 to £19,999

esure Insurance Limited

Add-on

Between 1 in 25,000 policies and 1 in 49,999 policies

60% to 69.9%

£50,000 to £55,000

Liverpool Victoria Insurance Company Limited++

Add-on

Between 0 and 1 in 100,000 policies

N/A

N/A

Tesco Underwriting Limited

Add-on

Between 1 in 2,500 policies and 1 in 4,999 policies

90% to 100%

£30,000 to £35,000

Zenith Insurance plc

Add-on

Between 1 in 250 policies and 1 in 500 policies

90% to 100%

£1,000 to £1,999

Key cover

Key cover sold as an add-on to motor insurance

Contracts of insurance sold as an add-on to motor insurance and relating to cover for lost, stolen and/or broken keys.

Firm

Sales type

Claims frequency

Claims acceptance rate

Average claims pay-out

Admiral Insurance (Gibraltar) Limited

Add-on

4.0% to 4.99%

85% to 89.9%

£200 to £249

Ageas Insurance Limited

Add-on

0.5% to 1.00%

75% to 79.9%

£200 to £249

Amtrust Europe Limited

Add-on

4.0% to 4.99%

70% to 74.9%

£150 to £199

esure Insurance Limited

Add-on

0.5% to 1.00%

90% to 94.9%

£350 to £399

Distributors/brands

Firms and distributors/brands

For each pilot product the insurers underwrite, the table below sets out the largest 5 distributor/brand arrangements for that insurer.

The data provided are the aggregated performance for each Insurer and the products that it underwrites, which can include a range of branded products. Where applicable, the top 5 branded products for each insurer have been listed, although please note that performance information by brand is not provided.  This means that the aggregated insurer performance is not necessarily indicative/representative of the performance of the individual branded products.

Product

Sales type

Firm

Largest 5 distributors/brands arrangements

Home (buildings and contents)

Stand-alone

Admiral Insurance (Gibraltar) Limited

EUI Limited

Home (buildings and contents)

Stand-alone

Ageas Insurance Limited

Rias, Age UK, Castle Cover, BGL, Swinton

Home (buildings and contents)

Stand-alone

Allianz Insurance plc

Home & Legacy, Thistle, Swinton, Allianz Direct, Cornhill Direct

Home (buildings and contents)

Stand-alone

Aviva Insurance Limited

Santander, Aviva, HSBC, AON, The Hood Group

Home (buildings and contents)

Stand-alone

AXA Insurance UK Plc

AXA Direct, AXA Insurance, Marks & Spencer, Avantia, Countrywide

Home (buildings and contents)

Stand-alone

Canopius Managing Agents Limited

Towergate Underwriting Group Ltd, Synergy Insurance Services UK Ltd, Home & Legacy, Western mortgage Services Ltd

Home (buildings and contents)

Stand-alone

Chubb/ Ace European Group Limited

Quantum, Stackhouse, Marsh, A J gallaghers, Lockton

Home (buildings and contents)

Stand-alone

CIS General Insurance Limited

Direct, Saga, AA, Dial Direct, Post Office

Home (buildings and contents)

Stand-alone

Cornish Mutual Assurance Company Limited

Cornish Mutual Assurance Company Limited

Home (buildings and contents)

Stand-alone

Covea Insurance plc

Swinton, BGL, AA, John Lewis Insurance, Saga Services ltd.

Home (buildings and contents)

Stand-alone

Ecclesiastical Insurance Office Plc

Lycett, Browne-Swinburne and Douglass Ltd, Bruford & Vallence Insurance Services Ltd, PG Insurance Services Ltd, Howden, Alan Boswell Group

Home (buildings and contents)

Stand-alone

esure Insurance Limited

Sheila's Wheels, esure

Home (buildings and contents)

Stand-alone

Gresham Insurance Company Limited

Barclays, Woolwich, Finer

Home (buildings and contents)

Stand-alone

Hiscox Insurance Company Limited

Direct Home, 606

Home (buildings and contents)

Stand-alone

Hiscox Syndicates Limited

Lark, 606

Home (buildings and contents)

Stand-alone

Legal and General Insurance Limited

Legal & General, Budget, Swinton, Saga, Halifax

Home (buildings and contents)

Stand-alone

Liberty Insurance Limited

Hughes Home Buildings & Contents

Home (buildings and contents)

Stand-alone

Liverpool Victoria Insurance Company Limited

LV= Direct, brands underwritten by ABC Insurance are Swinton, Saga, Insure4Retirement, AA Insurance

Home (buildings and contents)

Stand-alone

Lloyds Bank General Insurance Limited

Lloyds, Halifax, TSB, Bank of Scotland, Pearl

Home (buildings and contents)

Stand-alone

Methodist Insurance Plc

Direct only

Home (buildings and contents)

Stand-alone

MS Amlin Underwriting Limited

Aon, Willis, Stackhouse Poland, Larks, Marsh

Home (buildings and contents)

Stand-alone

Novae Syndicates Limited

Vasek Wholesle, Schofields Ltd, Just Landlords, Adrian Flux, VAsek Insurance Services

Home (buildings and contents)

Stand-alone

Qmetric Group Limited

Policy Expert

Home (buildings and contents)

Stand-alone

Royal & Sun Alliance Insurance Plc

More Th>n, Paymentshield, Clearchoice, Oak and John Lewis

Home (buildings and contents)

Stand-alone

St Andrew's Insurance Plc

Halifax, Sainsburys, Bank of Scotland

Home (buildings and contents)

Stand-alone

Tesco Underwriting Limited

Tesco Bank

Home (buildings and contents)

Stand-alone

The National Farmers' Union Mutual Insurance Society Limited

NFU Mutual

Home (buildings and contents)

Stand-alone

The Salvation Army General Insurance Corporation Ltd

Direct Sagic, Alan Boswell, Harrison Braumont, Blueshield, BPIB

Home (buildings and contents)

Stand-alone

U K Insurance Limited

Nationwide, Direct Line, Churchill, NatWest, Prudential

Home (buildings and contents)

Stand-alone

UIA (Insurance) Limited

UIA Mutual, Together Mutual

Home (buildings and contents)

Stand-alone

Zenith Insurance plc

One Call Insurance Services Ltd, Insurance Factory Ltd, Stride Limited, A-Plan Group, Fresh Insurance Group.

Home (buildings and contents)

Stand-alone

Zurich Insurance PLC

Zurich, Endsleigh, Saga, National Pharmacy Association

Home emergency

Stand-alone

Amtrust Europe Limited

GoCompare, Budget Group

Home emergency

Stand-alone

Aviva Insurance Limited

HomeServe

Home emergency

Stand-alone

British Gas Insurance Limited

British Gas

Home emergency

Stand-alone

DAS Legal Expenses Insurance Company Limited

Home Assistance UK ltd, Kingsbridge

Home emergency

Stand-alone

Great Lakes Reinsurance (UK) SE

EDF, Phoenix, Alan Boswell, SE Water

Home emergency

Stand-alone

Prosight Specialty Managing Agency Limited

CORGI Homeplan Limited

Home emergency

Stand-alone

Royal & Sun Alliance Insurance Plc

Lloyds

Home emergency

Stand-alone

U K Insurance Limited

Direct Line, RBS, NatWest

Home emergency

Add-on

Admiral Insurance (Gibraltar) Limited

EUI Limited

Home emergency

Add-on

Ageas Insurance Limited

Intana

Home emergency

Add-on

Amtrust Europe Limited

Intellegent Insurance, Budget Group, Bluefin IS, Higos IS, Fresh Ins Group, Computerquote

Home emergency

Add-on

Aviva Insurance Limited

Aviva, Santander, Barclays, HSBC, First Direct

Home emergency

Add-on

Brit Syndicates Limited

Endsleigh, UIA Insurance, Wilsons Insurance Brokers, Xbridge, Arthur J. Gallagher Insurance Brokers Limited

Home emergency

Add-on

DAS Legal Expenses Insurance Company Limited

Esure, Nationwide, Towergate, A-Plan, Iprism Underwriting Agency

Home emergency

Add-on

Great Lakes Reinsurance (UK) SE

Arc Legal, Hiscox, RK Shipman, Lark

Home emergency

Add-on

Liverpool Victoria Insurance Company Limited

LV

Home emergency

Add-on

U K Insurance Limited

Direct Line, Churchill, RBS, NatWest, Sainsbury's

Personal accident

Add-on

Admiral Insurance (Gibraltar) Limited

EUI Limited

Personal accident

Add-on

Ageas Insurance Limited

Carole Nash

Personal accident

Add-on

Aviva Insurance Limited

Aviva, Quote Me Happy, General Accident, Home and Drivers Club, Swinton

Personal accident

Add-on

Canopius Managing Agents Limited

Adrian Flux Insurance Services Group, Europa Group Limited, H & R Insurance, Hastings direct, M R Bloor

Personal accident

Add-on

esure Insurance Limited

Sheila's Wheels, esure

Personal accident

Add-on

Liverpool Victoria Insurance Company Limited

LV

Personal accident

Add-on

Tesco Underwriting Limited

Tesco Bank

Personal accident

Add-on

Zenith Insurance plc

Octagon, Endsleigh, First Central, Homeserve, AA.

Key cover

Add-on

Admiral Insurance (Gibraltar) Limited

EUI Limited

Key cover

Add-on

Ageas Insurance Limited

AA, BGL, Tesco Bank, Adrian Flux & Admiral Insurance

Key cover

Add-on

Amtrust Europe Limited

Eldon Insurance Services, GoSkippy, Footprint, Debenhams

Key cover

Add-on

esure Insurance Limited

Sheila's Wheels, esure

Download the data (XLS)

Definitions

  • Sales type
    For personal accident and key cover the data reported are for policies sold as a separate policy add-on to home/motor insurance.
    For home insurance the data are reported as stand-alone sales for combined buildings and contents policies.
    For home emergency insurance the data reported are split between stand-alone sales and for policies sold as a separate policy add-on to home/ motor insurance.
  • Claims frequency
    How often consumers are claiming on their insurance policies – calculated as the number of claims registered divided by the average number of policies in force.
  • Claims acceptance rate
    How likely claims are to be accepted – calculated as the number of claims registered less the number of claims rejected divided by the number of claims that have been registered.
  • Average claims pay-out
    Average claims pay-out (which could include internal costs, relevant external costs as well as pay-outs to policy beneficiaries). 

Read the information request (PDF) sent to firms for more detail on the definitions.