General Insurance value measures data – year ending 31 August 2017

We have published general insurance value measures data for 36 insurers (including both UK and EEA firms) for the year ending 31 August 2017.

This follows the first GI value measures data publication in January 2017. This covered data for the year ended 31 August 2016. 

The pilot data covers 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 provide users with a broader range of information to assess firms and product value. The GI add-ons market study found that consumers do not have commonly available indicators of value, and some products were poor 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 value indicators for the insurers we regulate. We do not expect the data to inform customers’ purchasing decisions, as consumers are unlikely to review and assess the published data. Consumers buying insurance may use the value measures data, but they should also consider factors like prices, product benefits, breadth of cover, excess levels, complaints volumes, average claims settlement periods and product assessment websites.

There may be further information on the data for individual firms on their websites.

Show last year’s data (2016)

Show the 2016 and 2017 comparison data

When using these value measures data, you should also be aware 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 reflect the mix of business undertaken by that firm and may not reflect individual distributor or brand arrangements. It may also not represent 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 2017. The data may vary in subsequent years. This variation may be caused by a variety of factors.  For instance poor weather conditions such as floods or storms can increase both the frequency of claims and claim pay-outs.
  • Actual claim pay-outs can vary significantly from the average
    The average claim pay-outs include payments to policy beneficiaries and other relevant costs incurred by insurers to resolve claims. For example, services provided when dealing with home emergency. These costs will typically be lower than those of an independent tradesperson appointed by a customer in an emergency situation.
  • 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. In this case the sum insured may be considerably higher, resulting in higher claims costs.
  • There may be differences in the way that firms interpreted the guidance which could make it difficult to compare data between firms
    You can read the information request (PDF) and guidance we gave to firms. The published data excludes rejected claims below the policy excess and rejected claims for fraud walkaways.

We also collected information from the pilot firms about the reasons claims are rejected. Some of the common reasons that firms identified included:

  • claims being outside the policy cover due to exclusions in the agreed policy
  • not having cover for the claim
  • claim not covered because it relates to general wear and tear
  • claims not classed as an emergency (for home emergency)
  • claim conditions not met (for example the correct process not followed or supporting documents not provided)
  • claims outside of claim period, or before cover is in place (eg key cover)

Home (combined buildings and contents)

Contracts of insurance against loss or damage to both the structure and contents of domestic properties including cover against risks to the persons insured incurring liabilities to third parties arising out of injuries happening at home. For the purposes of the pilot, this excludes contents-only and buildings-only policies.

Key:

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

Firm

Claims frequency

Claims acceptance rate

Average claim pay-out Banding

Admiral Insurance (Gibraltar) Limited

2.5% to 4.9%

90% to 92.4%

£2,500 to £2,999

Ageas Insurance Limited

5% to 7.4%

87.5% to 89.9%

£3,000 to £3,499

Allianz Insurance plc

5% to 7.4%

90% to 92.4%

£3,500 to £3,999

Amtrust Europe Limited

2.5% to 4.9%

87.5% to 89.9%

£1,500 to £1,999

Aviva Insurance Limited

2.5% to 4.9%

95% to 97.4%

£4,000 to £4,499

AXA Insurance Uk Plc

2.5% to 4.9%

90% to 92.4%

£3,500 to £3,999

Axis Capital/ Novae Syndicates Limited

2.5% to 4.9%

85% to 87.4%

£1,000 to £1,499

Canopius Managing Agents Limited

2.5% to 4.9%

87.5% to 89.9%

£3,000 to £3,499

XL Catlin Services SE

2.5% to 4.9%

92.5% to 94.9%

£1,500 to £1,999

Chubb European Group Limited *

17.5% to 19.9%

97.5 to 100%

£17,500 to £17,999

CIS General Insurance Limited

5% to 7.4%

90% to 92.4%

£2,500 to £2,999

Cornish Mutual Assurance Company Limited

7.5% to 9.9%

95% to 97.4%

£2,500 to £2,999

Covea Insurance plc

2.5% to 4.9%

90% to 92.4%

£3,500 to £3,999

UK Insurance Ltd (UKI)

5% to 7.4%

95% to 97.4%

£2,500 to £2,999

Ecclesiastical Insurance Office Plc

7.5% to 9.9%

90% to 92.4%

£6,000 to £6,499

esure Insurance Limited

2.5% to 4.9%

92.5% to 94.9%

£3,000 to £3,499

Great Lakes Insurance SE

7.5% to 9.9%

85% to 87.4%

£2,000 to £2,499

Gresham Insurance Company Limited

5% to 7.4%

92.5% to 94.9%

£3,500 to £3,999

Hiscox Insurance Company Limited *

5% to 7.4%

97.5 to 100%

£8,000 to £8,499

Hiscox Syndicates Limited *

10% to 12.4%

97.5 to 100%

£5,000 to £5,999

Lloyds Bank General Insurance Limited

5% to 7.4%

92.5% to 94.9%

£3,000 to £3,499

Legal and General Insurance Limited

2.5% to 4.9%

85% to 87.4%

£2,000 to £2,499

Liberty Insurance Limited

5% to 7.4%

97.5 to 100%

£3,500 to £3,999

Liverpool Victoria Insurance Company Limited

5% to 7.4%

92.5% to 94.9%

£4,000 to £4,499

Zenith Insurance plc

5% to 7.4%

87.5% to 89.9%

£3,500 to £3,999

MS Amlin Underwriting Limited

5% to 7.4%

90% to 92.4%

£3,000 to £3,499

The National Farmers' Union Mutual Insurance Society Limited

5% to 7.4%

95% to 97.4%

£6,500 to £6,999

Royal & Sun Alliance Insurance Plc

2.5% to 4.9%

97.5% to 100%

£1,000 to £1,499

Acromas Insurance Company Ltd

0% to 2.4%

97.5 to 100%

£2,000 to £2,499

St Andrew's Insurance Plc

2.5% to 4.9%

92.5% to 94.9%

£6,500 to £6,999

Tesco Underwriting Limited

2.5% to 4.9%

90% to 92.4%

£1,500 to £1,999

The Salvation Army General Insurance Corporation Ltd

5% to 7.4%

97.5 to 100%

£2,000 to £2,499

Zurich Insurance PLC

2.5% to 4.9%

95% to 97.4%

£3,500 to £3,999

Home emergency

Contracts of insurance for household assistance. Contracts of insurance with an element of service fall within this category, if they relate to household assistance in class 18 of schedule 1 to the Regulated Activities Order 2001.

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.

++ – average claims pay-out for this firm's home emergency add-on product includes claims costs which could include home buildings, home contents as well as home emergency 

Firm

Sales channel

Claims frequency

Claims acceptance rate

Average claims pay-out

Acromas Insurance Company Ltd

Add-on

5% to 7.4%

92.5% to 94.9%

£150 to £159.9

Admiral Insurance (Gibraltar) Limited

Add-on

5% to 7.4%

95% to 97.4%

£180 to £189.9

Ageas Insurance Limited

Add-on

2.5% to 4.9%

90% to 92.4%

£170 to £179.9

Amtrust Europe Limited

Add-on

2.5% to 4.9%

95% to 97.4%

£240 to £249.9

Aviva Insurance Limited

Add-on

12.5% to 14.9%

95% to 97.4%

£130 to £139.9

Brit Syndicates Limited

Add-on

5% to 7.4%

95% to 97.4%

£230 to £239.9

DAS Legal Expenses Insurance Company Limited

Add-on

2.5% to 4.9%

92.5% to 94.9%

£200 to £209.9

UK Insurance Ltd (UKI)

Add-on

12.5% to 14.9%

97.5% to 100%

£170 to £179.9

Great Lakes Insurance SE

Add-on

7.5% to 9.9%

77.5% to 79.9%

£120 to £129.9

Liverpool Victoria Insurance Company Limited

Add-on

7.5% to 9.9%

90% to 92.4%

£200 to £209.9

Royal & Sun Alliance Insurance Plc ++

Add-on

7.5% to 9.9%

97.5% to 100%

£1,090 to £1,099.9

UK Insurance Ltd (UKI)

Stand alone

17.5% to 19.9%

97.5% to 100%

£120 to £129.9

Acromas Insurance Company Ltd

Stand-alone

5% to 7.4%

90% to 92.4%

£140 to £149.9

Amtrust Europe Limited

Stand-alone

15% to 17.4%

97.5% to 100%

£140 to £149.9

Aviva Insurance Limited +

Stand-alone

35% to 37.4%

97.5% to 100%

£90 to £99.9

British Gas Insurance Limited +

Stand-alone

87.5% to 89.9%

95% to 97.4%

£100 to £109.9

DAS Legal Expenses Insurance Company Limited +

Stand-alone

25% to 27.4%

95% to 97.4%

£120 to £129.9

Great Lakes Insurance SE +

Stand-alone

32.5% to 34.9%

85% to 87.4%

£150 to £159.9

Royal & Sun Alliance Insurance Plc

Stand-alone

5% to 7.4%

97.5% to 100%

£250 to £259.9

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 Regulated Activities Order 2001, but are not medical expenses insurance, healthcare cash plans, travel insurance or creditor insurance.

Key:

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

Firm

Claims frequency

Claims acceptance rate

Average claims pay-out

Admiral Insurance (Gibraltar) Limited

Between 1 in 100 policies and 1 in 250 policies

95% to 100%

£500 to £999

Ageas Insurance Limited

Between 1 in 100 policies and 1 in 250 policies

85% to 89.9%

£2,000 to £2,499

Amtrust Europe Limited

Between 1 in 100,000 policies and 1 in 150,000 policies

0% to 4.9%

N/A

Aviva Insurance Limited

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

95% to 100%

£50,000 to £50,499

Canopius Managing Agents Limited

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

95% to 100%

£20,000 to £20,499

esure Insurance Limited

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

80% to 84.9%

£31,000 to £31,499

Great Lakes Insurance SE

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

95% to 100%

£500 to £999

Liverpool Victoria Insurance Company Limited ++

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

95% to 100%

£100,000 to £100,499

Zenith Insurance plc

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

90% to 94.9%

£1,000 to £1,499

Acromas Insurance Company Ltd (AICL)

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

95% to 100%

£9,000 to £9,499

Tesco Underwriting Limited

Between 1 in 10,000 policies and 1 in 15,000 policies

95% to 100%

£17,000 to £17,499

Key cover sold as an add-on to motor insurance

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

Firm

Sales channel

Claims frequency

Claims acceptance rate

Average claim pay-out Banding

Admiral Insurance (Gibraltar) Limited

Add-on

1.0% to 1.99%

85% to 89.9%

£250 to £299

Ageas Insurance Limited

Add-on to motor insurance

1.0% to 1.99%

85% to 89.9%

£150 to £199

Amtrust Europe Limited

Optional

2.0% to 2.99%

95% to 100%

£150 to £199

esure Insurance Limited

Add-on to motor insurance

0.0% to 0.99%

75% to 79.9%

£400 to £449

Great Lakes Insurance SE

Add-on to motor insurance

3.0% to 3.99%

80% to 84.9%

£150 to £199

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 Channel

Firm

Largest 5 distributors/brands arrangements

Home

Standalone

Admiral Insurance (Gibraltar) Limited

EUI Ltd

Home

Standalone

Ageas Insurance Limited

RIAS, Age UK, Connells, Pen Affinity, Gallagher EUW

Home

Standalone

Allianz Insurance plc

Home & Legacy, Swinton, Cornhill Direct, Sainsburys, Endsleigh

Home

Standalone

Amtrust Europe Limited

Home

Standalone

Aviva Insurance Limited

Aviva, HSBC, TSB, AON, Santander

Home

Standalone

AXA Insurance UK Plc

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

Home

Standalone

Axis Capital/ Novae Syndicates Limited

Ryan Direct Group Uinsure, Inet 3- Magneta, Schofields Ltd, Vasek Insurance Services

Home

Standalone

Canopius Managing Agents Limited

Bluefin Insurance Services Ltd, Horizon (UW) Ltd, KGM Underwriting Services Ltd, Towergate Underwriting Group Ltd, Plum Underwriting Ltd

Home

Standalone

XL Catlin Services SE

Thistle Insurance t/as Compass, Tansar Holdings Ltd, RGA Underwriting Ltd, Coast Underwriting Ltd, Thistle Insurance t/as Compass, Tansar Holdings Ltd, RGA Underwriting Ltd, Coast Underwriting Ltd,

Home

Standalone

Chubb European Group Limited

Stackhouse Poland, Marsh, Lark Group, A J Gallagher, Bluefin

Home

Standalone

CIS General Insurance Limited

Direct, Saga, AA, Money Supermarket, Post Office

Home

Standalone

Cornish Mutual Assurance Company Limited

Home

Standalone

Covea Insurance plc

Swinton, BGL, AA, John Lewis, Saga Services Ltd

Home

Standalone

UK Insurance Ltd (UKI)

Direct Line, Churchill, Privilege, NatWest, Nationwide

Home

Standalone

Ecclesiastical Insurance Office Plc

Bruford & Vallance Insurance Services Ltd, PG Insurance Services Ltd, Alan Boswell Group, NW Brown Group Ltd, Aston Scott Ltd

Home

Standalone

esure Insurance Limited

esure, Sheilas' Wheels

Home

Standalone

Great Lakes Insurance SE

Millennium Insurance Brokers Ltd, Direct Group Ltd, Source Insurance Ltd, Assurant Intermediary Ltd, Deeside Insurance Brokers Ltd,

Home

Standalone

Gresham

Finer Woolwich, Barclays

Home

Standalone

Hiscox Insurance Company Limited

Direct home, 606

Home

Standalone

Hiscox Syndicates Limited

Lark, 606

Home

Standalone

Lloyds Bank General Insurance Limited

Lloyds, Halifax, Bank of Scotland, Pearl, Saga

Home

Standalone

Legal and General Insurance Limited

Compare the Market, Direct, Swinton, Money Supermarket, Go Compare

Home

Standalone

Liberty Insurance Limited

NI Hughes Home Buildings & Contents

Home

Standalone

Liverpool Victoria Insurance Company Limited

LV= Direct, brands underwritten by ABC Insurance are Swinton, Insure4Retirement, Caravanwise Ltd, A-Plan Insurance

Home

Standalone

Zenith Insurance plc (Markerstudy Group)

Fresh Insurance, Quoteline Direct, Insurance Factory Ltd, Aplan, Bewiser

Home

Standalone

MS Amlin Underwriting Limited

Lifesure, Stackhouse Poland, Larks, Aon, Markham

Home

Standalone

The National Farmers' Union Mutual Insurance Society Limited

NFU Mutual

Home

Standalone

Royal & Sun Alliance Insurance Plc

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

Home

Standalone

Acromas Insurance Company Ltd (AICL)

Saga, AA

Home

Standalone

St Andrew's Insurance Plc

Halifax, Sainsburys, Bank of Scotland

Home

Standalone

Tesco Underwriting Limited

Tesco Bank

Home

Standalone

The Salvation Army General Insurance Corporation Ltd

Direct Sagic, Blueshield, Harrison Beaumont, AC Insurance, Sharrocks

Home

Standalone

Zurich Insurance PLC

Broker Direct, Zurich Private Clients, Wessex, Endsleigh, PaymentShield

Home Emergency

Add-on to home

Admiral Insurance (Gibraltar) Limited

EUI Ltd

Home Emergency

Add-on to home

Ageas Insurance Limited

Kwik Fit, Castle Cover, Age UK, Virgin Money, Rias

Home Emergency

Add-on to home

Aviva Insurance Limited

Aviva, HSBC, Santander, Quote Me Happy, Barclays

Home Emergency

Add-on to home

Brit Syndicates Limited

Endsleigh, Simply Business, Wilsons Insurance Brokers, Lexelle Ltd Arthur J. Gallagher Insurance Brokers Ltd

Home Emergency

Add-on to home

DAS Legal Expenses Insurance Company Limited

Nationwide Building Society, Towergate / Paymentshield Ltd, Esure Insurance Ltd, A-Plan, Hood Direct Ltd

Home Emergency

Add-on to home

UK Insurance Ltd (UKI)

Churchill, Natwest, Direct Line, RBS, Privilege

Home Emergency

Add-on to home

Great Lakes Insurance SE

Genesis Special Risks Ltd, Caravan Guard Ltd, Legal Insurance Management Ltd, Assurant Intermediary Ltd, Arc Legal Assistance

Home Emergency

Add-on to home

Liverpool Victoria Insurance Company Limited

LV= Direct

Home Emergency

Add-on to home

Royal & Sun Alliance Insurance Plc

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

Home Emergency

Add-on to home

Acromas Insurance Company Ltd (AICL)

Saga, AA

Home Emergency

Add-on to home

Amtrust Europe Limited

BGL, Endsleigh, Letcare, Pen Underwriting, Intelligent Insurance, Computerquote, Fresh Insurance, Bluefin Insurance, Higos Insurance

Home Emergency

Stand alone

UK Insurance Ltd (UKI)

Direct Line, RBS, NatWest

Home Emergency

Stand alone

Amtrust Europe Limited

Comparison Creator, GoCompare, All Claims Paid, BGL

Home Emergency

Stand alone

Aviva Insurance Limited

HomeServe

Home Emergency

Stand alone

British Gas Insurance Limited

Home Emergency

Stand alone

DAS Legal Expenses Insurance Company Limited

British Gas, Sutton and East Surrey Water Services

Home Emergency

Stand alone

Great Lakes Insurance SE

Genesis Special Risks Ltd, Haining & Wright Lexelle Ltd, Deeside Insurance Brokers Ltd, Inspire Insurance Services Ltd

Home Emergency

Stand alone

Royal & Sun Alliance Insurance Plc

Lloyds

Home Emergency

Stand alone

Acromas Insurance Company Ltd (AICL)

Saga, AA, LTSB, Barclays

Personal Accident

Add-on

Tesco Underwriting Limited

Tesco Bank

Personal Accident

Add-on

Admiral Insurance (Gibraltar) Limited

EUI Ltd

Personal Accident

Add-on

Acromas Insurance Company Ltd (AICL)

Saga, Direct Choice

Personal Accident

Add-on

Ageas Insurance Limited

RIAS, Kwik-Fit, Ramasis, Devitts, Carole Nash

Personal Accident

Add-on

Aviva Insurance Limited

Aviva, Quote Me Happy, General Accident

Personal Accident

Add-on

Canopius Managing Agents Limited

Adrian Flux Insurance Services Group, Europa Group Limited, Grove & Dean, Hastings Direct

Personal Accident

Add-on

esure Insurance Limited

Esure, Sheilas' Wheels, First Alternative

Personal Accident

Add-on

Great Lakes Insurance SE

Auto Legal Protection Services Ltd, Crispin Speers and Partners Ltd, Direct Group Ltd, Principal Insurance Ltd, Qdos Broker and Underwriting

Personal Accident

Add-on

Liverpool Victoria Insurance Company Limited

LV= Direct

Personal Accident

Add-on

Zenith Insurance plc (Markerstudy Group)

1st Central, AA, Endsleigh, Homeserve

Personal Accident

Add-on

The National Farmers' Union Mutual Insurance Society Limited

NFU Mutual

Personal Accident

Add-on

Amtrust Europe Limited

Saga

Key Cover

Add-on

Admiral Insurance (Gibraltar) Limited

EUI Ltd

Key Cover

Add-on

Ageas Insurance Limited

BG, Tesco Bank, Aviva, Adrian Flux, Qmetric

Key Cover

Add-on

esure Insurance Limited

Esure, Sheilas' Wheels, First Alternative

Key Cover

Add-on

Great Lakes Insurance SE

Motorists Insurance Services Ltd, Motorplus Ltd, Qdos Broker and Underwriting Services Ltd, Supercover Insurance Ltd, Volkswagen Financial Services (UK) Ltd,

Key Cover

Add-on

Amtrust Europe Limited

Eldon Insurance Services

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 or motor insurance.
    For home insurance data are reported as standalone sales for combined buildings and contents policies.
    For home emergency insurance the data reported are split between stand-alone sales and policies sold as a separate policy add-on to home or 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. This is 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.