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 (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

FirmSales typeClaims frequencyClaims acceptance rateAverage claims pay-out
Admiral Insurance (Gibraltar) LimitedStand-alone 2.5% to 4.9% 87.5% to 89.9% £2,500 to £2,999
Ageas Insurance LimitedStand-alone 2.5% to 4.9% 87.5% to 89.9% £2,000 to £2,499
Allianz Insurance plcStand-alone 5% to 7.4% 87.5% to 89.9% £2,500 to £2,999
Aviva Insurance LimitedStand-alone 2.5% to 4.9% 90% to 92.4% £3,000 to £3,499
AXA Insurance UK PlcStand-alone 5% to 7.4% 80% to 84.9% £2,500 to £2,999
Canopius Managing Agents LimitedStand-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 LimitedStand-alone 2.5% to 4.9% 80% to 84.9% £2,000 to £2,499
Cornish Mutual Assurance Company LimitedStand-alone 7.5% to 9.9% 95% to 97.5% £1,000 to £1,499
Covea Insurance plcStand-alone 2.5% to 4.9% 85% to 87.4% £3,000 to £3,499
Ecclesiastical Insurance Office PlcStand-alone 7.5% to 9.9% 92.5% to 94.9% £3,000 to £3,499
esure Insurance LimitedStand-alone 2.5% to 4.9% 87.5% to 89.9% £1,000 to £1,499
Gresham Insurance Company LimitedStand-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 LimitedStand-alone 5% to 7.4% 85% to 87.4% £1,000 to £1,499
Liberty Insurance LimitedStand-alone 5% to 7.4% 97.5 to 100% £2,000 to £2,499
Liverpool Victoria Insurance Company LimitedStand-alone 5% to 7.4% 80% to 84.9% £3,000 to £3,499
Lloyds Bank General Insurance LimitedStand-alone 2.5% to 4.9% 90% to 92.4% £3,500 to £3,999
Methodist Insurance PlcStand-alone 10% to 12.4% 87.5% to 89.9% £2,000 to £2,499
MS Amlin Underwriting LimitedStand-alone 2.5% to 4.9% 90% to 92.4% £4,000 to £4,999
Novae Syndicates LimitedStand-alone Below 2.5% 92.5% to 94.9% £4,000 to £4,999
Qmetric Group LimitedStand-alone 2.5% to 4.9% 85% to 87.4% £2,500 to £2,999
Royal & Sun Alliance Insurance PlcStand-alone 5% to 7.4% 97.5 to 100% £1,000 to £1,499
St Andrew's Insurance PlcStand-alone 2.5% to 4.9% 87.5% to 89.9% £5,000 to £5,999
Tesco Underwriting LimitedStand-alone 5% to 7.4% 90% to 92.4% £1,000 to £1,499
The National Farmers' Union Mutual Insurance Society LimitedStand-alone 7.5% to 9.9% 95% to 97.5% £5,000 to £5,999
The Salvation Army General Insurance Corporation LtdStand-alone 5% to 7.4% 95% to 97.5% £3,500 to £3,999
U K Insurance LimitedStand-alone 5% to 7.4% 95% to 97.5% £2,000 to £2,499
UIA (Insurance) LimitedStand-alone 5% to 7.4% 75% to 79.9% £1,500 to £1,999
Zenith Insurance plcStand-alone 5% to 7.4% 75% to 79.9% £2,500 to £2,999
Zurich Insurance PLCStand-alone 2.5% to 4.9% 90% to 92.4% £2,000 to £2,499

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.

FirmSales typeClaims frequencyClaims acceptance rateAverage claims pay-out
Amtrust Europe LimitedStand-alone12.5% to 14.9% 75% to 79.9% £220 to £239.90
Aviva Insurance Limited +Stand-alone25% to 29.9% 95% to 100% £80 to £99.90
British Gas Insurance Limited +Stand-alone80% to 89.9% 95% to 100% £100 to £119.90
DAS Legal Expenses Insurance Company Limited +Stand-alone25% to 29.9% 95% to 100% £100 to £119.90
Great Lakes Reinsurance (UK) SE +Stand-alone35% to 39.9% 90% to 94.9% £200 to £219.90
Prosight Specialty Managing Agency LimitedStand-alone90% to 100% 95% to 100% £100 to £119.90
Royal & Sun Alliance Insurance PlcStand-alone5% to 7.4% 95% to 100% £200 to £219.90
U K Insurance LimitedStand-alone7.5% to 9.9% 95% to 100% £120 to £139.90
Admiral Insurance (Gibraltar) LimitedAdd-on2.5% to 4.9% 90% to 94.9% £120 to £139.90
Ageas Insurance LimitedAdd-on2.5% to 4.9% 90% to 94.9% £120 to £139.90
Amtrust Europe LimitedAdd-on2.5% to 4.9% 70% to 74.9% £220 to £239.90
Aviva Insurance LimitedAdd-on7.5% to 9.9% 90% to 94.9% £120 to £139.90
Brit Syndicates LimitedAdd-on5% to 7.4% 80% to 84.9% £240 to £259.90
DAS Legal Expenses Insurance Company LimitedAdd-on2.5% to 4.9% 90% to 94.9% £180 to £199.90
Great Lakes Reinsurance (UK) SEAdd-onBelow 2.5% Unavailable £140 to £159.90
Liverpool Victoria Insurance Company LimitedAdd-on5% to 7.4% 90% to 94.9% £200 to £219.90
U K Insurance LimitedAdd-on7.5% to 9.9% 95% to 100% £140 to £159.90

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.

FirmSales typeClaims frequencyClaims acceptance rateAverage claims pay-out
Admiral Insurance (Gibraltar) LimitedAdd-on Between 1 in 100 policies and 1 in 250 policies 90% to 100% £500 to £999
Ageas Insurance LimitedAdd-on Between 1 in 500 policies and 1 in 1,000 policies 80% to 89.9% £3,000 to £4,000
Aviva Insurance LimitedAdd-on Between 1 in 50,000 policies and 1 in 100,000 policies 90% to 100% £40,000 to £45,000
Canopius Managing Agents LimitedAdd-on Between 1 in 25,000 policies and 1 in 49,999 policies 90% to 100% £15,000 to £19,999
esure Insurance LimitedAdd-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 LimitedAdd-on Between 1 in 2,500 policies and 1 in 4,999 policies 90% to 100% £30,000 to £35,000
Zenith Insurance plcAdd-on Between 1 in 250 policies and 1 in 500 policies 90% to 100% £1,000 to £1,999

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.

FirmSales typeClaims frequencyClaims acceptance rateAverage claims pay-out
Admiral Insurance (Gibraltar) LimitedAdd-on 4.0% to 4.99% 85% to 89.9% £200 to £249
Ageas Insurance LimitedAdd-on 0.5% to 1.00% 75% to 79.9% £200 to £249
Amtrust Europe LimitedAdd-on 4.0% to 4.99% 70% to 74.9% £150 to £199
esure Insurance LimitedAdd-on 0.5% to 1.00% 90% to 94.9% £350 to £399

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 typeFirmLargest 5 distributors/brands arrangements
Home (buildings and contents)Stand-aloneAdmiral Insurance (Gibraltar) LimitedEUI Limited
Home (buildings and contents)Stand-aloneAgeas Insurance LimitedRias, Age UK, Castle Cover, BGL, Swinton
Home (buildings and contents)Stand-aloneAllianz Insurance plcHome & Legacy, Thistle, Swinton, Allianz Direct, Cornhill Direct
Home (buildings and contents)Stand-aloneAviva Insurance LimitedSantander, Aviva, HSBC, AON, The Hood Group
Home (buildings and contents)Stand-aloneAXA Insurance UK PlcAXA Direct, AXA Insurance, Marks & Spencer, Avantia, Countrywide
Home (buildings and contents)Stand-aloneCanopius Managing Agents LimitedTowergate Underwriting Group Ltd, Synergy Insurance Services UK Ltd, Home & Legacy, Western mortgage Services Ltd
Home (buildings and contents)Stand-aloneChubb/ Ace European Group LimitedQuantum, Stackhouse, Marsh, A J gallaghers, Lockton
Home (buildings and contents)Stand-aloneCIS General Insurance LimitedDirect, Saga, AA, Dial Direct, Post Office
Home (buildings and contents)Stand-aloneCornish Mutual Assurance Company LimitedCornish Mutual Assurance Company Limited
Home (buildings and contents)Stand-aloneCovea Insurance plcSwinton, BGL, AA, John Lewis Insurance, Saga Services ltd.
Home (buildings and contents)Stand-aloneEcclesiastical Insurance Office PlcLycett, Browne-Swinburne and Douglass Ltd, Bruford & Vallence Insurance Services Ltd, PG Insurance Services Ltd, Howden, Alan Boswell Group
Home (buildings and contents)Stand-aloneesure Insurance LimitedSheila's Wheels, esure
Home (buildings and contents)Stand-aloneGresham Insurance Company LimitedBarclays, Woolwich, Finer
Home (buildings and contents)Stand-aloneHiscox Insurance Company LimitedDirect Home, 606
Home (buildings and contents)Stand-aloneHiscox Syndicates LimitedLark, 606
Home (buildings and contents)Stand-aloneLegal and General Insurance LimitedLegal & General, Budget, Swinton, Saga, Halifax
Home (buildings and contents)Stand-aloneLiberty Insurance LimitedHughes Home Buildings & Contents
Home (buildings and contents)Stand-aloneLiverpool Victoria Insurance Company LimitedLV= Direct, brands underwritten by ABC Insurance are Swinton, Saga, Insure4Retirement, AA Insurance
Home (buildings and contents)Stand-aloneLloyds Bank General Insurance LimitedLloyds, Halifax, TSB, Bank of Scotland, Pearl
Home (buildings and contents)Stand-aloneMethodist Insurance PlcDirect only
Home (buildings and contents)Stand-aloneMS Amlin Underwriting LimitedAon, Willis, Stackhouse Poland, Larks, Marsh
Home (buildings and contents)Stand-aloneNovae Syndicates LimitedVasek Wholesle, Schofields Ltd, Just Landlords, Adrian Flux, VAsek Insurance Services
Home (buildings and contents)Stand-aloneQmetric Group LimitedPolicy Expert
Home (buildings and contents)Stand-aloneRoyal & Sun Alliance Insurance PlcMore Th>n, Paymentshield, Clearchoice, Oak and John Lewis
Home (buildings and contents)Stand-aloneSt Andrew's Insurance PlcHalifax, Sainsburys, Bank of Scotland
Home (buildings and contents)Stand-aloneTesco Underwriting LimitedTesco Bank
Home (buildings and contents)Stand-aloneThe National Farmers' Union Mutual Insurance Society LimitedNFU Mutual
Home (buildings and contents)Stand-aloneThe Salvation Army General Insurance Corporation LtdDirect Sagic, Alan Boswell, Harrison Braumont, Blueshield, BPIB
Home (buildings and contents)Stand-aloneU K Insurance LimitedNationwide, Direct Line, Churchill, NatWest, Prudential
Home (buildings and contents)Stand-aloneUIA (Insurance) LimitedUIA Mutual, Together Mutual
Home (buildings and contents)Stand-aloneZenith Insurance plcOne Call Insurance Services Ltd, Insurance Factory Ltd, Stride Limited, A-Plan Group, Fresh Insurance Group.
Home (buildings and contents)Stand-aloneZurich Insurance PLCZurich, Endsleigh, Saga, National Pharmacy Association
Home emergencyStand-aloneAmtrust Europe LimitedGoCompare, Budget Group
Home emergencyStand-aloneAviva Insurance LimitedHomeServe
Home emergencyStand-aloneBritish Gas Insurance LimitedBritish Gas
Home emergencyStand-aloneDAS Legal Expenses Insurance Company LimitedHome Assistance UK ltd, Kingsbridge
Home emergencyStand-aloneGreat Lakes Reinsurance (UK) SEEDF, Phoenix, Alan Boswell, SE Water
Home emergencyStand-aloneProsight Specialty Managing Agency LimitedCORGI Homeplan Limited
Home emergencyStand-aloneRoyal & Sun Alliance Insurance PlcLloyds
Home emergencyStand-aloneU K Insurance LimitedDirect Line, RBS, NatWest
Home emergencyAdd-onAdmiral Insurance (Gibraltar) LimitedEUI Limited
Home emergencyAdd-onAgeas Insurance LimitedIntana
Home emergencyAdd-onAmtrust Europe LimitedIntellegent Insurance, Budget Group, Bluefin IS, Higos IS, Fresh Ins Group, Computerquote
Home emergencyAdd-onAviva Insurance LimitedAviva, Santander, Barclays, HSBC, First Direct
Home emergencyAdd-onBrit Syndicates LimitedEndsleigh, UIA Insurance, Wilsons Insurance Brokers, Xbridge, Arthur J. Gallagher Insurance Brokers Limited
Home emergencyAdd-onDAS Legal Expenses Insurance Company LimitedEsure, Nationwide, Towergate, A-Plan, Iprism Underwriting Agency
Home emergencyAdd-onGreat Lakes Reinsurance (UK) SEArc Legal, Hiscox, RK Shipman, Lark
Home emergencyAdd-onLiverpool Victoria Insurance Company LimitedLV
Home emergencyAdd-onU K Insurance LimitedDirect Line, Churchill, RBS, NatWest, Sainsbury's
Personal accidentAdd-onAdmiral Insurance (Gibraltar) LimitedEUI Limited
Personal accidentAdd-onAgeas Insurance LimitedCarole Nash
Personal accidentAdd-onAviva Insurance LimitedAviva, Quote Me Happy, General Accident, Home and Drivers Club, Swinton
Personal accidentAdd-onCanopius Managing Agents LimitedAdrian Flux Insurance Services Group, Europa Group Limited, H & R Insurance, Hastings direct, M R Bloor
Personal accidentAdd-onesure Insurance LimitedSheila's Wheels, esure
Personal accidentAdd-onLiverpool Victoria Insurance Company LimitedLV
Personal accidentAdd-onTesco Underwriting LimitedTesco Bank
Personal accidentAdd-onZenith Insurance plcOctagon, Endsleigh, First Central, Homeserve, AA.
Key coverAdd-onAdmiral Insurance (Gibraltar) LimitedEUI Limited
Key coverAdd-onAgeas Insurance LimitedAA, BGL, Tesco Bank, Adrian Flux & Admiral Insurance
Key coverAdd-onAmtrust Europe LimitedEldon Insurance Services, GoSkippy, Footprint, Debenhams
Key coverAdd-onesure Insurance LimitedSheila'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.