Pilot 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[1], March 2018[2] and January 2019[3].

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)[4]

View 2018 data[3]

View 2017 data[5]

View 2016 data[6]

View the 2016 and 2017 comparison data[7]

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

First published: 08/09/2020 Last updated: 31/10/2022