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[1].
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
Firm |
Sales type |
Claims frequency |
Claims acceptance rate |
Average claims pay-out |
|---|---|---|---|---|
Admiral Insurance (Gibraltar) Limited |
Stand-alone |
2.5% to 4.9% |
87.5% to 89.9% |
£2,500 to £2,999 |
Ageas Insurance Limited |
Stand-alone |
2.5% to 4.9% |
87.5% to 89.9% |
£2,000 to £2,499 |
Allianz Insurance plc |
Stand-alone |
5% to 7.4% |
87.5% to 89.9% |
£2,500 to £2,999 |
Aviva Insurance Limited |
Stand-alone |
2.5% to 4.9% |
90% to 92.4% |
£3,000 to £3,499 |
AXA Insurance UK Plc |
Stand-alone |
5% to 7.4% |
80% to 84.9% |
£2,500 to £2,999 |
Canopius Managing Agents Limited |
Stand-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 Limited |
Stand-alone |
2.5% to 4.9% |
80% to 84.9% |
£2,000 to £2,499 |
Cornish Mutual Assurance Company Limited |
Stand-alone |
7.5% to 9.9% |
95% to 97.5% |
£1,000 to £1,499 |
Covea Insurance plc |
Stand-alone |
2.5% to 4.9% |
85% to 87.4% |
£3,000 to £3,499 |
Ecclesiastical Insurance Office Plc |
Stand-alone |
7.5% to 9.9% |
92.5% to 94.9% |
£3,000 to £3,499 |
esure Insurance Limited |
Stand-alone |
2.5% to 4.9% |
87.5% to 89.9% |
£1,000 to £1,499 |
Gresham Insurance Company Limited |
Stand-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 Limited |
Stand-alone |
5% to 7.4% |
85% to 87.4% |
£1,000 to £1,499 |
Liberty Insurance Limited |
Stand-alone |
5% to 7.4% |
97.5 to 100% |
£2,000 to £2,499 |
Liverpool Victoria Insurance Company Limited |
Stand-alone |
5% to 7.4% |
80% to 84.9% |
£3,000 to £3,499 |
Lloyds Bank General Insurance Limited |
Stand-alone |
2.5% to 4.9% |
90% to 92.4% |
£3,500 to £3,999 |
Methodist Insurance Plc |
Stand-alone |
10% to 12.4% |
87.5% to 89.9% |
£2,000 to £2,499 |
MS Amlin Underwriting Limited |
Stand-alone |
2.5% to 4.9% |
90% to 92.4% |
£4,000 to £4,999 |
Novae Syndicates Limited |
Stand-alone |
Below 2.5% |
92.5% to 94.9% |
£4,000 to £4,999 |
Qmetric Group Limited |
Stand-alone |
2.5% to 4.9% |
85% to 87.4% |
£2,500 to £2,999 |
Royal & Sun Alliance Insurance Plc |
Stand-alone |
5% to 7.4% |
97.5 to 100% |
£1,000 to £1,499 |
St Andrew's Insurance Plc |
Stand-alone |
2.5% to 4.9% |
87.5% to 89.9% |
£5,000 to £5,999 |
Tesco Underwriting Limited |
Stand-alone |
5% to 7.4% |
90% to 92.4% |
£1,000 to £1,499 |
The National Farmers' Union Mutual Insurance Society Limited |
Stand-alone |
7.5% to 9.9% |
95% to 97.5% |
£5,000 to £5,999 |
The Salvation Army General Insurance Corporation Ltd |
Stand-alone |
5% to 7.4% |
95% to 97.5% |
£3,500 to £3,999 |
U K Insurance Limited |
Stand-alone |
5% to 7.4% |
95% to 97.5% |
£2,000 to £2,499 |
UIA (Insurance) Limited |
Stand-alone |
5% to 7.4% |
75% to 79.9% |
£1,500 to £1,999 |
Zenith Insurance plc |
Stand-alone |
5% to 7.4% |
75% to 79.9% |
£2,500 to £2,999 |
Zurich Insurance PLC |
Stand-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.
Firm |
Sales type |
Claims frequency |
Claims acceptance rate |
Average claims pay-out |
|---|---|---|---|---|
Amtrust Europe Limited |
Stand-alone |
12.5% to 14.9% |
75% to 79.9% |
£220 to £239.90 |
Aviva Insurance Limited + |
Stand-alone |
25% to 29.9% |
95% to 100% |
£80 to £99.90 |
British Gas Insurance Limited + |
Stand-alone |
80% to 89.9% |
95% to 100% |
£100 to £119.90 |
DAS Legal Expenses Insurance Company Limited + |
Stand-alone |
25% to 29.9% |
95% to 100% |
£100 to £119.90 |
Great Lakes Reinsurance (UK) SE + |
Stand-alone |
35% to 39.9% |
90% to 94.9% |
£200 to £219.90 |
Prosight Specialty Managing Agency Limited |
Stand-alone |
90% to 100% |
95% to 100% |
£100 to £119.90 |
Royal & Sun Alliance Insurance Plc |
Stand-alone |
5% to 7.4% |
95% to 100% |
£200 to £219.90 |
U K Insurance Limited |
Stand-alone |
7.5% to 9.9% |
95% to 100% |
£120 to £139.90 |
Admiral Insurance (Gibraltar) Limited |
Add-on |
2.5% to 4.9% |
90% to 94.9% |
£120 to £139.90 |
Ageas Insurance Limited |
Add-on |
2.5% to 4.9% |
90% to 94.9% |
£120 to £139.90 |
Amtrust Europe Limited |
Add-on |
2.5% to 4.9% |
70% to 74.9% |
£220 to £239.90 |
Aviva Insurance Limited |
Add-on |
7.5% to 9.9% |
90% to 94.9% |
£120 to £139.90 |
Brit Syndicates Limited |
Add-on |
5% to 7.4% |
80% to 84.9% |
£240 to £259.90 |
DAS Legal Expenses Insurance Company Limited |
Add-on |
2.5% to 4.9% |
90% to 94.9% |
£180 to £199.90 |
Great Lakes Reinsurance (UK) SE |
Add-on |
Below 2.5% |
Unavailable |
£140 to £159.90 |
Liverpool Victoria Insurance Company Limited |
Add-on |
5% to 7.4% |
90% to 94.9% |
£200 to £219.90 |
U K Insurance Limited |
Add-on |
7.5% 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.
Firm |
Sales type |
Claims frequency |
Claims acceptance rate |
Average claims pay-out |
|---|---|---|---|---|
Admiral Insurance (Gibraltar) Limited |
Add-on |
Between 1 in 100 policies and 1 in 250 policies |
90% to 100% |
£500 to £999 |
Ageas Insurance Limited |
Add-on |
Between 1 in 500 policies and 1 in 1,000 policies |
80% to 89.9% |
£3,000 to £4,000 |
Aviva Insurance Limited |
Add-on |
Between 1 in 50,000 policies and 1 in 100,000 policies |
90% to 100% |
£40,000 to £45,000 |
Canopius Managing Agents Limited |
Add-on |
Between 1 in 25,000 policies and 1 in 49,999 policies |
90% to 100% |
£15,000 to £19,999 |
esure Insurance Limited |
Add-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 Limited |
Add-on |
Between 1 in 2,500 policies and 1 in 4,999 policies |
90% to 100% |
£30,000 to £35,000 |
Zenith Insurance plc |
Add-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.
Firm |
Sales type |
Claims frequency |
Claims acceptance rate |
Average claims pay-out |
|---|---|---|---|---|
Admiral Insurance (Gibraltar) Limited |
Add-on |
4.0% to 4.99% |
85% to 89.9% |
£200 to £249 |
Ageas Insurance Limited |
Add-on |
0.5% to 1.00% |
75% to 79.9% |
£200 to £249 |
Amtrust Europe Limited |
Add-on |
4.0% to 4.99% |
70% to 74.9% |
£150 to £199 |
esure Insurance Limited |
Add-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 type |
Firm |
Largest 5 distributors/brands arrangements |
|---|---|---|---|
Home (buildings and contents) |
Stand-alone |
Admiral Insurance (Gibraltar) Limited |
EUI Limited |
Home (buildings and contents) |
Stand-alone |
Ageas Insurance Limited |
Rias, Age UK, Castle Cover, BGL, Swinton |
Home (buildings and contents) |
Stand-alone |
Allianz Insurance plc |
Home & Legacy, Thistle, Swinton, Allianz Direct, Cornhill Direct |
Home (buildings and contents) |
Stand-alone |
Aviva Insurance Limited |
Santander, Aviva, HSBC, AON, The Hood Group |
Home (buildings and contents) |
Stand-alone |
AXA Insurance UK Plc |
AXA Direct, AXA Insurance, Marks & Spencer, Avantia, Countrywide |
Home (buildings and contents) |
Stand-alone |
Canopius Managing Agents Limited |
Towergate Underwriting Group Ltd, Synergy Insurance Services UK Ltd, Home & Legacy, Western mortgage Services Ltd |
Home (buildings and contents) |
Stand-alone |
Chubb/ Ace European Group Limited |
Quantum, Stackhouse, Marsh, A J gallaghers, Lockton |
Home (buildings and contents) |
Stand-alone |
CIS General Insurance Limited |
Direct, Saga, AA, Dial Direct, Post Office |
Home (buildings and contents) |
Stand-alone |
Cornish Mutual Assurance Company Limited |
Cornish Mutual Assurance Company Limited |
Home (buildings and contents) |
Stand-alone |
Covea Insurance plc |
Swinton, BGL, AA, John Lewis Insurance, Saga Services ltd. |
Home (buildings and contents) |
Stand-alone |
Ecclesiastical Insurance Office Plc |
Lycett, Browne-Swinburne and Douglass Ltd, Bruford & Vallence Insurance Services Ltd, PG Insurance Services Ltd, Howden, Alan Boswell Group |
Home (buildings and contents) |
Stand-alone |
esure Insurance Limited |
Sheila's Wheels, esure |
Home (buildings and contents) |
Stand-alone |
Gresham Insurance Company Limited |
Barclays, Woolwich, Finer |
Home (buildings and contents) |
Stand-alone |
Hiscox Insurance Company Limited |
Direct Home, 606 |
Home (buildings and contents) |
Stand-alone |
Hiscox Syndicates Limited |
Lark, 606 |
Home (buildings and contents) |
Stand-alone |
Legal and General Insurance Limited |
Legal & General, Budget, Swinton, Saga, Halifax |
Home (buildings and contents) |
Stand-alone |
Liberty Insurance Limited |
Hughes Home Buildings & Contents |
Home (buildings and contents) |
Stand-alone |
Liverpool Victoria Insurance Company Limited |
LV= Direct, brands underwritten by ABC Insurance are Swinton, Saga, Insure4Retirement, AA Insurance |
Home (buildings and contents) |
Stand-alone |
Lloyds Bank General Insurance Limited |
Lloyds, Halifax, TSB, Bank of Scotland, Pearl |
Home (buildings and contents) |
Stand-alone |
Methodist Insurance Plc |
Direct only |
Home (buildings and contents) |
Stand-alone |
MS Amlin Underwriting Limited |
Aon, Willis, Stackhouse Poland, Larks, Marsh |
Home (buildings and contents) |
Stand-alone |
Novae Syndicates Limited |
Vasek Wholesle, Schofields Ltd, Just Landlords, Adrian Flux, VAsek Insurance Services |
Home (buildings and contents) |
Stand-alone |
Qmetric Group Limited |
Policy Expert |
Home (buildings and contents) |
Stand-alone |
Royal & Sun Alliance Insurance Plc |
More Th>n, Paymentshield, Clearchoice, Oak and John Lewis |
Home (buildings and contents) |
Stand-alone |
St Andrew's Insurance Plc |
Halifax, Sainsburys, Bank of Scotland |
Home (buildings and contents) |
Stand-alone |
Tesco Underwriting Limited |
Tesco Bank |
Home (buildings and contents) |
Stand-alone |
The National Farmers' Union Mutual Insurance Society Limited |
NFU Mutual |
Home (buildings and contents) |
Stand-alone |
The Salvation Army General Insurance Corporation Ltd |
Direct Sagic, Alan Boswell, Harrison Braumont, Blueshield, BPIB |
Home (buildings and contents) |
Stand-alone |
U K Insurance Limited |
Nationwide, Direct Line, Churchill, NatWest, Prudential |
Home (buildings and contents) |
Stand-alone |
UIA (Insurance) Limited |
UIA Mutual, Together Mutual |
Home (buildings and contents) |
Stand-alone |
Zenith Insurance plc |
One Call Insurance Services Ltd, Insurance Factory Ltd, Stride Limited, A-Plan Group, Fresh Insurance Group. |
Home (buildings and contents) |
Stand-alone |
Zurich Insurance PLC |
Zurich, Endsleigh, Saga, National Pharmacy Association |
Home emergency |
Stand-alone |
Amtrust Europe Limited |
GoCompare, Budget Group |
Home emergency |
Stand-alone |
Aviva Insurance Limited |
HomeServe |
Home emergency |
Stand-alone |
British Gas Insurance Limited |
British Gas |
Home emergency |
Stand-alone |
DAS Legal Expenses Insurance Company Limited |
Home Assistance UK ltd, Kingsbridge |
Home emergency |
Stand-alone |
Great Lakes Reinsurance (UK) SE |
EDF, Phoenix, Alan Boswell, SE Water |
Home emergency |
Stand-alone |
Prosight Specialty Managing Agency Limited |
CORGI Homeplan Limited |
Home emergency |
Stand-alone |
Royal & Sun Alliance Insurance Plc |
Lloyds |
Home emergency |
Stand-alone |
U K Insurance Limited |
Direct Line, RBS, NatWest |
Home emergency |
Add-on |
Admiral Insurance (Gibraltar) Limited |
EUI Limited |
Home emergency |
Add-on |
Ageas Insurance Limited |
Intana |
Home emergency |
Add-on |
Amtrust Europe Limited |
Intellegent Insurance, Budget Group, Bluefin IS, Higos IS, Fresh Ins Group, Computerquote |
Home emergency |
Add-on |
Aviva Insurance Limited |
Aviva, Santander, Barclays, HSBC, First Direct |
Home emergency |
Add-on |
Brit Syndicates Limited |
Endsleigh, UIA Insurance, Wilsons Insurance Brokers, Xbridge, Arthur J. Gallagher Insurance Brokers Limited |
Home emergency |
Add-on |
DAS Legal Expenses Insurance Company Limited |
Esure, Nationwide, Towergate, A-Plan, Iprism Underwriting Agency |
Home emergency |
Add-on |
Great Lakes Reinsurance (UK) SE |
Arc Legal, Hiscox, RK Shipman, Lark |
Home emergency |
Add-on |
Liverpool Victoria Insurance Company Limited |
LV |
Home emergency |
Add-on |
U K Insurance Limited |
Direct Line, Churchill, RBS, NatWest, Sainsbury's |
Personal accident |
Add-on |
Admiral Insurance (Gibraltar) Limited |
EUI Limited |
Personal accident |
Add-on |
Ageas Insurance Limited |
Carole Nash |
Personal accident |
Add-on |
Aviva Insurance Limited |
Aviva, Quote Me Happy, General Accident, Home and Drivers Club, Swinton |
Personal accident |
Add-on |
Canopius Managing Agents Limited |
Adrian Flux Insurance Services Group, Europa Group Limited, H & R Insurance, Hastings direct, M R Bloor |
Personal accident |
Add-on |
esure Insurance Limited |
Sheila's Wheels, esure |
Personal accident |
Add-on |
Liverpool Victoria Insurance Company Limited |
LV |
Personal accident |
Add-on |
Tesco Underwriting Limited |
Tesco Bank |
Personal accident |
Add-on |
Zenith Insurance plc |
Octagon, Endsleigh, First Central, Homeserve, AA. |
Key cover |
Add-on |
Admiral Insurance (Gibraltar) Limited |
EUI Limited |
Key cover |
Add-on |
Ageas Insurance Limited |
AA, BGL, Tesco Bank, Adrian Flux & Admiral Insurance |
Key cover |
Add-on |
Amtrust Europe Limited |
Eldon Insurance Services, GoSkippy, Footprint, Debenhams |
Key cover |
Add-on |
esure Insurance Limited |
Sheila's Wheels, esure |
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[3] (PDF) sent to firms for more detail on the definitions.