General Insurance value measures data – year ending 31 August 2019

We have published general insurance (GI) value measures data for 28 insurers (including both UK and EEA firms) for the year ending 31 August 2019.

This follows previous GI value measures data publications in January 2017, March 2018 and January 2019.

The pilot data covers claims frequencies, claims acceptance rates and average claim payouts. The products covered are home (buildings and contents) insurance, home emergency, personal accident and key cover. The data provides users with a wider range of information to assess the value from firms and products. Publishing this data encourages firms to improve product value, with consumers buying more suitable products.

Interpreting the data

The data provides firms and other users, such as consumer groups, consumers and market commentators with additional value indicators for GI. Firms will use this data to help assess the value of their insurance products, compare to peers and make appropriate improvements. Consumers buying insurance may use the value measures data, but they should also consider factors like prices, product terms and conditions complaints volumes (including complaints data that we publish), as well as levels of customer service.

Individual firms may provide further information on the data on their websites.

When using these value measures data, please note the following:

  • The data is aggregated
    The value measures data reflects the aggregated data for individual firms and products. The data reflects the mix of business that firms undertake and may not reflect individual distributor or brand arrangements. It may also not represent individual insurance products different consumers have bought from the same insurer.
  • The data reflect past performance
    The published data is for the year ending 31 August 2019. The data may vary in subsequent years. This variation may be caused by many factors. For instance, poor weather conditions such as floods or storms can increase both the frequency of claims and claim payouts.
  • Actual claim pay-outs can vary significantly from the average
    The average claim payouts 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.
  • 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 products, covering risks of higher value than usual, resulting in higher claims costs.

Home

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 relate to specialist or high net worth business

Firm

Claims frequency

Claims acceptance rate

Average claim pay-out

Gresham Insurance Company Limited

2.5% to 4.9%

92.5% to 94.9%

£3,500 to £3,999

Zenith Insurance Plc

2.5% to 4.9%

90% to 92.4%

£4,000 to £4,499

UK Insurance Ltd

5% to 7.4%

97.5% to 100%

£2,000 to £2,499

The Salvation Army General Insurance Corporation Ltd

5% to 7.4%

92.5% to 94.9%

£3,500 to £3,999

Tesco Underwriting Limited

2.5% to 4.9%

87.5% to 89.9%

£4,500 to £4,999

St Andrew's Insurance Plc

2.5% to 4.9%

82.5% to 84.9%

£9,000 to £9,499

Royal & Sun Alliance Insurance Plc

5% to 7.4%

97.5% to 100%

£2,500 to £2,999

Lloyds Bank General Insurance Limited

2.5% to 4.9%

87.5% to 89.9%

£3,500 to £3,999

Liverpool Victoria Insurance Company Limited

2.5% to 4.9%

92.5% to 94.9%

£3,000 to £3,499

Legal and General Insurance Limited

2.5% to 4.9%

90% to 92.4%

£2,500 to £2,999

Hiscox Insurance Company Limited *

5% to 7.4%

97.5% to 100%

£11,000 to £11,499

Great Lakes Insurance SE

5% to 7.4%

82.5% to 84.9%

£4,000 to £4,499

Admiral Insurance (Gibraltar) Limited

2.5% to 4.9%

87.5% to 89.9%

£3,500 to £3,999

esure Insurance Limited

2.5% to 4.9%

90% to 92.4%

£4,000 to £4,499

Ecclesiastical Insurance Office Plc

7.5% to 9.9%

95% to 97.4%

£6,000 to £6,499

Covea Insurance plc

5% to 7.4%

95% to 97.4%

£4,500 to £4,999

Cornish Mutual Assurance Company Limited

10% to 12.4%

95% to 97.4%

£1,000 to £1,499

CIS General Insurance Limited

5% to 7.4%

85% to 87.4%

£5,000 to £5,499

Canopius Managing Agents Limited

2.5% to 4.9%

85% to 87.4%

£6,000 to £6,499

Axis Capital/ Novae Syndicates Limited

2.5% to 4.9%

90% to 92.4%

£2,500 to £2,999

AXA Insurance Uk Plc

2.5% to 4.9%

90% to 92.4%

£3,500 to £3,999

Aviva Insurance Limited

2.5% to 4.9%

95% to 97.4%

£3,500 to £3,999

Amtrust Europe Limited

5% to 7.4%

95% to 97.4%

£4,500 to £4,999

Ageas Insurance Limited

2.5% to 4.9%

85% to 87.4%

£2,500 to £2,999

Zurich Insurance Plc

5% to 7.4%

95% to 97.4%

£3,500 to £3,999

Home emergency

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 reflect the cost of the home emergency. They exclude the cost of the regular boiler service which is usually part of the product for some or all customers.

Firm

Sales channel

Claims frequency

Claims acceptance rate

Average claims pay-out

UK Insurance Ltd

Add-on

5% to 7.4%

97.5% to 100%

£220 to £229.9

Royal & Sun Alliance Insurance Plc

Stand-alone

7.5% to 9.9%

97.5% to 100%

£260 to £269.9

Great Lakes Insurance SE +

Stand-alone

35% to 37.4%

90% to 92.4%

£210 to £219.9

DAS Legal Expenses Insurance Company Limited +

Stand-alone

25% to 27.4%

95% to 97.4%

£130 to £139.9

British Gas Insurance Limited +

Stand-alone

90% to 92.4%

95% to 97.4%

£110 to £119.9

Aviva Insurance Limited +

Stand-alone

32.5% to 34.9%

97.5% to 100%

£90 to £99.9

Amtrust Europe Limited

Stand-alone

40% to 42.4%

97.5% to 100%

£100 to £109.9

Royal & Sun Alliance Insurance Plc

Add-on

2.5% to 4.9%

97.5% to 100%

£220 to £229.9

Admiral Insurance (Gibraltar) Limited

Add-on

7.5% to 9.9%

97.5% to 100%

£230 to £239.9

Liverpool Victoria Insurance Company Limited

Add-on

5% to 7.4%

92.5% to 94.9%

£220 to £229.9

Great Lakes Insurance SE

Add-on

10% to 12.4%

85% to 87.4%

£130 to £139.9

DAS Legal Expenses Insurance Company Limited

Add-on

5% to 7.4%

92.5% to 94.9%

£240 to £249.9

Brit Syndicates Limited

Add-on

2.5% to 4.9%

87.5% to 89.9%

£270 to £279.9

Aviva Insurance Limited

Add-on

12.5% to 14.9%

95% to 97.4%

£130 to £139.9

Amtrust Europe Limited

Add-on

2.5% to 4.9%

80% to 82.4%

£220 to £229.9

UK Insurance Ltd

Stand-alone

10% to 12.4%

97.5% to 100%

£140 to £149.9

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 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

90% to 94.9%

£2,000 to £2,499

Amtrust Europe Limited

Between 1 in 25,000 policies and 1 in 50,000 policies

95% to 100%

£17,500 to £17,999

Aviva Insurance Limited

Between 1 in 1,000 policies and 1 in 2,499 policies

95% to 100%

£1,000 to £1,499

Canopius Managing Agents Limited

Between 1 in 25,000 policies and 1 in 50,000 policies

95% to 100%

£20,000 to £20,499

esure Insurance Limited

Between 1 in 25,000 policies and 1 in 50,000 policies

90% to 94.9%

£22,000 to £22,499

Liverpool Victoria Insurance Company Limited ++

Between 1 in 25,000 policies and 1 in 50,000 policies

95% to 100%

£100,000 to £100,499

Tesco Underwriting Limited

Between 1 in 25,000 policies and 1 in 50,000 policies

95% to 100%

£30,000 to £30,499

Zenith Insurance Plc

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

80% to 84.9%

£1,000 to £1,499

Key cover

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 claims pay-out£

Admiral Insurance (Gibraltar) Limited

Add-on to motor insurance

2% to 2.99%

95% to 100%

£250 to £299

Ageas Insurance Limited

Add-on to motor insurance

2% to 2.99%

90% to 94.9%

£150 to £199

Amtrust Europe Limited

Add-on to motor insurance

1% to 1.99%

95% to 100%

£200 to £249

esure Insurance Limited

Add-on to motor insurance

0% to 0.99%

85% to 89.9%

£300 to £349

Great Lakes Insurance SE

Add-on to motor insurance

1% to 1.99%

85% to 89.9%

£250 to £299

Distributors/brands

Firms and distributors/brands

For each product in this pilot that the insurers underwrite – the table below sets out the largest 5 distributors or brands for that insurer. 

The data provided are the aggregated performance for each insurer and the products that it underwrites. This can include a range of branded products. Where applicable, the top 5 branded products for each insurer have been listed. However, performance information by brand is not provided.  This means that the aggregated insurer performance does not necessarily represent the performance of the individual branded products.

Product

Insurer

5 largest distribution arrangements

Personal accident (add-on)

Admiral Insurance (Gibraltar) Limited

Home emergency (add-on)

Great Lakes Insurance SE

Arc Legal Genesis Special Risks Limited Payment Shield LimitedLegal Insurance Management Limited Vantage Insurance Services LimitedLexelle Limited

Home emergency (add-on)

Liverpool Victoria Insurance Company Limited

LV= Direct

Home emergency (add-on)

Royal & Sun Alliance Insurance Plc

NationwideJohn LewisPaymentshieldMore Th>nYorkshire Banking Group

Home emergency (add-on)

UK Insurance Ltd

ChurchillNatwestDirect LineRBSPrivilege

Home emergency (standalone)

Amtrust Europe Limited

SSEARAGCLE

Home emergency (standalone)

Aviva Insurance Limited

HomeServe

Home emergency (standalone)

British Gas Insurance Limited

Home emergency (standalone)

DAS Legal Expenses Insurance Company Limited

British GasSutton & East Surrey Water Services

Home emergency (standalone)

Great Lakes Insurance SE

EDFGenesis Special RisksFalcon Insurance Services LimitedCommercial & General Limited Insurance Tailors LimitedMotorplus Limited Phoenix

Home emergency (standalone)

Royal & Sun Alliance Insurance Plc

Lloyds Banking Group

Home emergency (standalone)

UK Insurance Ltd

Direct LineRBSNatWest

Personal accident (add-on)

Ageas Insurance Limited

Carole NashRias Home PADevittsAgeas Direct PARamasis

Home emergency (add-on)

Brit Syndicates Limited

Simply BusinessPolice MutualEndsleighBollington Insurance Brokers LtdPhilip Williams (G Ins) Management Ltd

Personal accident (add-on)

Amtrust Europe Limited

Personal accident (add-on)

Aviva Insurance Limited

AvivaQuote Me HappyGeneral Accident

Personal accident (add-on)

Canopius Managing Agents Limited

Hastings

Personal accident (add-on)

esure Insurance Limited

esureSheilas' WheelsFirst Alternative

Personal accident (add-on)

Liverpool Victoria Insurance Company Limited

LV= Direct

Personal accident (add-on)

Tesco Underwriting Limited

Tesco Bank

Personal accident (add-on)

Zenith Insurance Plc

1st CentralAAEndsleighHomeserveInsurance Factory Ltd

Key cover (add-on)

Admiral Insurance (Gibraltar) Limited

Key cover (add-on)

Ageas Insurance Limited

AvivaTesco BankBGLArthur J GallagherQmetric

Key cover (add-on)

Amtrust Europe Limited

Key cover (add-on)

esure Insurance Limited

esureSheilas' WheelsFirst Alternative

Home emergency (add-on)

DAS Legal Expenses Insurance Company Limited

AplanHood DirectGlobal Risk PartnersArdonah GroupCounty Insurance Services

Home emergency (add-on)

Aviva Insurance Limited

AvivaBarclaysQuote Me HappyHSBCSantander

Home

Admiral Insurance (Gibraltar) Limited

EUI Limited

Home

Great Lakes Insurance SE

URIS Group LimitedBISL LimitedPaymentshield LimitedRed Apple Group LimitedMotorists Insurance Services Limited

Home

Ageas Insurance Limited

RIASAge UKConnellsBGLSwinton

Home

Amtrust Europe Limited

Castle Agencies Ltd3XD LtdAdrian Flux Ins Serv

Home

Aviva Insurance Limited

AvivaQuote Me HappySantander HSBC M&S

Home

AXA Insurance Uk Plc

AXA DirectAXA InsuranceAvantiaCountrywide Midas

Home

Axis Capital/ Novae Syndicates Limited

Geo Underwriting Services LtdDirect Group LtdPen Underwriting Limited - E-SolutionsHeath Lambert LimitediNet Limited

Home

Canopius Managing Agents Limited

A-Plan HoldingsJelf Insurance Brokers LimitedPlum Underwriting LimitedTowergate Underwriting Group LimitedU-Sure Insurance Services Limited

Home

CIS General Insurance Limited

DirectSAGAAAMoney SupermarketPost Office

Home

Cornish Mutual Assurance Company Limited

Home

Covea Insurance plc

Saga Services LtdJohn Lewis InsuranceA-Plan InsuranceBGLSwinton

Home

Ecclesiastical Insurance Office Plc

Home and LegacyFirstPort RetirementAgriaAlan BoswellTowergate

Home

esure Insurance Limited

esureSheilas' Wheels

Home

Gresham Insurance Company Limited

BarclaysFinerWoolwich

Home emergency (add-on)

Amtrust Europe Limited

ARAG & ARC

Home

Hiscox Insurance Company Limited

Direct Home

Home

Legal and General Insurance Limited

Compare The MarketDirect (Offline & Online Combined)Money SupermarketBGLSwinton

Home

Liverpool Victoria Insurance Company Limited

LV= DirectHome & LegacyPaymentshieldCornhill DirectSwinton

Home

Lloyds Bank General Insurance Limited

LloydsHalifaxBoSSagaPearl

Home

Royal & Sun Alliance Insurance Plc

Nationwide MoreTh>n John LewisPaymentshield Clearchoice

Home

St Andrew's Insurance Plc

HalifaxSainsbury'sBOS

Home

Tesco Underwriting Limited

Tesco Bank

Home

The Salvation Army General Insurance Corporation Ltd

SAGICAlan BoswellCountyChoiceGreen

Home

UK Insurance Ltd

Direct LineChurchillPrivilegeNatWestNationwide

Home

Zenith Insurance Plc

Broker Direct

Home

Zurich Insurance Plc

Zurich Private ClientsNPAWessexGENZSource

Home emergency (add-on)

Admiral Insurance (Gibraltar) Limited

EUI Limited

Key cover (add-on)

Great Lakes Insurance SE

Motorists Insurance ServicesSupercoverMotorplus

Download the data which includes the 2018/2019 comparison (XLSX)

View 2018 data

View 2017 data

View 2016 data

View the 2016 and 2017 comparison data

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.
    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) and guidance for the 2019 data (covering the year ended 31 August 2019) for further information on the definitions.