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[2], March 2018[3] and January 2019[4].
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 (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
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 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 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 |
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)[5]
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[6] (PDF) and guidance for the 2019 data (covering the year ended 31 August 2019) for further information on the definitions.