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.
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 () 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.
* - 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|
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.
+ – 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.
++ – 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)
- 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.