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Product and customer data

Customer data

Number of retail customers

Quantity 2013 2014 2015 2016 2017
Number of UK customers 7,923,467 8,328,900 8,464,847 8,807,327 8,996,132
Number of UK policies 8,849,465 9,273,882 9,363,961 9,660,486 10,344,850
* Previous data included our business in France. We sold this business in Q2 2015.
Number of Customers 31.12.2014 31.12.2015 31.12.2016 31.12.2017
Banner Life Insurance 936,640 975,617 999,978 1,033,870
William Penn Life Ins 158,564 162,734 165,612 167,786
LGA Consolidated 1,095,204 1,138,351 1,165,590 1,201,656
Number of policies 31.12.2014 31.12.2015 31.12.2016 31.12.2017
Banner Life Insurance 976,980 1,031,349 1,062,848 1,124,459
William Penn Life Ins 172,757 176,749 179,327 181,157
LGA Consolidated 1,149,737 1,208,098 1,242,175 1,305,616

 

Number of US complaints

Number of US Complaints 31.12.2014 31.12.2015 31.12.2016 31.12.2017
Banner Life Insurance 66 64 61 42
William Penn Life Ins 23 22 21 18
LGA Consolidated 89 86 82 60

 

Non savings complaints

Development of non savings complaints H1 2017 H2 2017 Full Year
Reportable (Final Response and SRC*)  Reportable 9,091 11,090 20,181
Non material Non reportable 4,495 4,417 8,912
 Non regulated Non reportable  542 870 1,412
Total all complaints 14,128 16,377 30,505
* Summary Resolution Closures (SRC) wef 1 July 2017
Complaint numbers for the Non Savings products 2017
Total of all non savings complaints received in 2017 30,505
Total of all reportable non savings complaints received in 2017 20,181
Total of all non reportable non savings complaints received in 2017 10,324

 

Savings complaints

Total of all savings complaints received in 2017 5,577
Total of all reportable savings complaints received in 2017 3,704
Total of all non reportable savings complaints received in 2017 1,873
    H1 2017 H2 2017 Full Year
Reportable (Final Response & SRC*)  Reportable 2,090 1,614 3,704
Non material Non reportable 420 388 808
 Non regulated Non reportable 564 501 1,065
Total all complaints 3,074 2,503 5,577
* Summary Resolution Closures (SRC) wef 1 July 2017

 

Product performance as a pension provider

  2013 2014 2015 2016 2017
Number of customers being paid directly at end of 2016 680,870 707,701 700,355 695,888 729,287
Total pension payments per annum £1,410M £1,466M £1,574M £1,661M £1.777M
Average per annum payment per customer £1,831 £2,072 £2,248 £2,387 £2,437

 

Home Finance – lifetime mortgages

Home Finance – Lifetime mortgages 2015 2016 2017
Total amount we advanced to customers £201m £620m £1,003m
Number of customers 3,550 11,811 12,863

 

Product performance as home insurer

  2013 2014 2015 2016 2017
Number of in force customer home insurance policies 1.8m 1.8m 1.6m 1.6m 1.7m
Amount in claims that we paid out to customers to restore/replace homes and possessions £132.6m £156.6m £130.4m1 £136.7m £143.5m
Approximate number of customers this has helped2 n/a n/a 74,000 99,000 92,000
  1. Data for claims we paid out in 2015 excludes fees.
  2. There may be more than on claim per policyholder.

Individual protection business

Critical illness

Critical illness 2013 2014 2015* 2016 2017
Percentage of Critical Illness claims paid out to our customers 93.60% 93.40% 91.50% 92.56% 91.75%
The amount of money we paid out to our critically ill customers £242m £245m £167m £181m £209m
Number of claims paid n/a n/a 2,601 2,788 3,041
Average age of claimants n/a n/a 46 47 47
Claims not paid due to misrepresentation n/a n/a 2.30% 2.60% 2.40%
Claims rejected for not meeting definition n/a n/a 6.20% 4.80% 5.85%
* 2015 data excludes Children's critical illness

Children's critical illness claims paid

Children's Critical illness Claims paid 2013 2014 2015 2016 2017
Percentage of Critical Illness claims paid out to families for children with critical illness n/a n/a 96.40% 94.20% 92.70%
The amount of money we paid out to families n/a n/a £1.9m £1.8m £2.6m
Amount of claims n/a n/a 106 103 127
Average age of child claimants n/a n/a 7 7 7

When customers pass away

When customers pass away 2013 2014 2015 2016 2017
The amount we paid out to families when someone has unfortunately passed away with life insurance cover £262m £271m £277m £317m £313m
The percentage of claims paid when someone passes away 98.20% 98.30% 97.90% 98.60% 98.30%
Amount of claims n/a n/a 6,856 8,134 9,004
Average age of claimants n/a n/a 63 64 66
Claims not paid due to misrepresentation n/a n/a 1.80% 1.30% 1.55%
Claims rejected for not meeting definition n/a n/a 0.30% 0.10% 0.10% 

Terminal illness claims

Terminal illness claims 2015 2016 2017
The amount paid out to our customers and their families. £94m £107m £112m
Percentage of claims paid 95.1% 95.7% 95.3%
Amount of claims 998 1055 1077
Average age of claimants 53 54 55
Claims not paid due to misrepresentation 0.90% 1.60% 1.42%
Claims rejected for not meeting definition 4% 2.70% 3.19%

Income protection

Income protection 2013 2014 2015 2016 2017
Percentage of claims paid to customers who are unable to work because of health issues 92% 94% 95% 94% 96%
Total paid out to supplement incomes while clients are too ill to work £1.40m £1.44m £1.3m £1.2m £1.2m
Number of claims paid n/a n/a 403 420 441
Average age of claimants n/a n/a 41 41 42

Employers

Group protection business for employers

  2013 2014 2015 2016 2017
Number of employees of businesses whose lives we insure 2.3m 1.8m 2.2m 2.1m 2.0m
Number of people rehabilitated back to work in that year 2,503 2,193 3,205 2,354 2,265
Amount paid out to clients per annum for critical illness cover £7.2m £8.6m £7.9m £10.3m £9.2m
Amount paid out to clients whose income we are protecting when they are unable to work £28.2m £35.4m £54.6m £61.0m £68.4m
Amount paid out to customers who have died £201.3m £222.6m £213.9m £237.3m £206m
Percentage of clients we pay out to on critical illness cover 75.0% 80.1% 70.9% 79.2% 78.2%
Percentage of clients we pay out to when the client dies 99.4% 99.6% 99.8% 99.4% 99.6%
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