Product and customer data
Our retail businesses are responsible for providing an increasing number of safety nets to millions of people in their time of need. Its important to us that we show over time how well we deliver these responsibilities to our customers and how many customers lives changed because of what we deliver in a typical year.
Our products and services are reviewed by our Group Compliance team through the Product Lifecycle Management (PLM) framework.
This data centre is designed to provide you with data to analyse our business. If you have further questions please contact graham.precey@landg.com.
Number of retail customers
Quantity |
2012 |
2013 |
2014 |
2015 |
2016 |
||
---|---|---|---|---|---|---|---|
|
|||||||
Number of UK customers |
7,190,925 |
7,923,467 |
8,328,900 |
8,464,847 |
8,807,327 |
||
Number of UK policies |
8,109,422 |
8,849,465 |
9,273,882 |
9,363,961 |
9,660,486 |
Number of Customers |
31.12.2014 |
31.12.2015 |
31.12.2016 |
---|---|---|---|
Banner Life Insurance |
936,640 |
975,617 |
999,978 |
William Penn Life Ins |
158,564 |
162,734 |
165,612 |
LGA Consolidated |
1,095,204 |
1,138,351 |
1,165,590 |
Number of Policies |
31.12.2014 |
31.12.2015 |
31.12.2016 |
---|---|---|---|
Banner Life Insurance |
976,980 |
1,031,349 |
1,062,848 |
William Penn Life Ins |
172,757 |
176,749 |
179,327 |
LGA Consolidated |
1,149,737 |
1,208,098 |
1,242,175 |
Number of Customer Complaints |
31.12.2014 |
31.12.2015 |
31.12.2016 |
---|---|---|---|
Banner Life Insurance |
66 |
64 |
61 |
William Penn Life Ins |
23 |
22 |
21 |
LGA Consolidated |
89 |
86 |
82 |
We take complaints very seriously. Customer feedback helps us understand where things have gone wrong, and gives us the opportunity to put them right. It also helps us to understand where we need to improve our products and services. To make sure that we continuously improve the products and services we offer, we monitor complaint trends, review these and act on them.
This sections covers complaints received in the business related to UK individual life products. For more information you can visit our complaints website.
From 30 June 2016 the rule changed so that all complaints become reportable. Previously complaints needed to be reported if they were not resolved within one business day.
Complaint numbers for the Non Savings products |
|
---|---|
Total of all non savings complaints received in 2016 |
26,569 |
Total of all reportable non savings complaints received in 2016 |
12,663 |
Total of all non reportable non savings complaints received in 2016 |
13,906 |
|
|
H1 2016 |
H2 2016 |
Full Year |
||
---|---|---|---|---|---|---|
|
||||||
Reportable (Final Response & SRC*) |
3,850 |
8,813 |
12,663 |
|||
Non reportable |
Non Material |
10,060 |
3,689 |
13,749 |
||
Non Regulated |
157 |
157 |
||||
Total |
13,910 |
12,659 |
26,569 |
This section covers complaints which have an investment element.
Complaint numbers for the Savings products |
|
---|---|
Total of all savings complaints received in 2016 |
8,108 |
Total of all reportable complaints received in 2016 |
4,592 |
Total of all non reportable complaints received in 2016 |
3,516 |
|
|
H1 2016 |
H2 2016 |
Full Year |
||
---|---|---|---|---|---|---|
|
||||||
Reportable (Final Response & SRC*) |
2,301 |
2,291 |
4,592 |
|||
Non reportable |
Non Material |
2,575 |
552 |
3,127 |
||
Non Regulated |
389 |
389 |
||||
Total |
4,876 |
3,232 |
8,108 |
Paying Pensions
|
2012 |
2013 |
2014 |
2015 |
2016 |
---|---|---|---|---|---|
Number of customers being paid directly at end of 2016 |
653,184 |
680,870 |
707,701 |
700,355 |
695,888 |
Total pension payments per annum |
£1,333,602,135 |
£1,410,387,060 |
£1,466,885,721 |
£1,574,070,570 |
£1,661,560,782.49 |
Average per annum payment per customer |
£2,041 |
£1,831 |
£2,072 |
£2,248 |
£2,387 |
Home Finance – Lifetime mortgages
Home Finance – Lifetime mortgages |
2015 |
2016 |
---|---|---|
Total amount we advanced to customers |
£201m |
£620m |
Number of customers |
3,550 |
11,811 |
Protecting customers' houses
|
2012 |
2013 |
2014 |
2015 |
2016 |
||||
---|---|---|---|---|---|---|---|---|---|
|
|||||||||
Number of in force customer home insurance policies |
1.6m |
1.8m |
1.8m |
1.6m |
1.6m |
||||
Amount in claims that we paid out to customers to restore/replace homes and possessions |
£135.7m |
£132.6m |
£156.6m |
£130.4m1 |
£136.7m |
||||
Approximate number of customers this has helped2 |
n/a |
n/a |
n/a |
74,000 |
99,000 |
Critical illness claims
Critical illness |
2012 |
2013 |
2014 |
2015* |
2016 |
||
---|---|---|---|---|---|---|---|
|
|||||||
Percentage of Critical Illness claims paid out to our customers |
93.10% |
93.60% |
93.40% |
91.50% |
92.56% |
||
The amount of money we paid out to our critically ill customers |
£209m |
£242m |
£245m |
£167m |
£181m |
||
Number of claims paid |
n/a |
n/a |
n/a |
2,601 |
2,788 |
||
Average age of claimants |
n/a |
n/a |
n/a |
46 |
47 |
||
Claims not paid due to misrepresentation |
n/a |
n/a |
n/a |
2.30% |
2.60% |
||
Claims rejected for not meeting definition |
n/a |
n/a |
n/a |
6.20% |
4.80% |
Children's critical illness claims paid
Children's Critical illness Claims paid |
2012 |
2013 |
2014 |
2015 |
2016 |
---|---|---|---|---|---|
Percentage of Critical Illness claims paid out to families for children with critical illness |
n/a |
n/a |
n/a |
96.40% |
94.20% |
The amount of money we paid out to families |
n/a |
n/a |
n/a |
£1.9m |
£1.8m |
Amount of claims |
n/a |
n/a |
n/a |
106 |
103 |
Average age of child claimants |
n/a |
n/a |
n/a |
7 |
7 |
Death claims
When customers pass away |
2012 |
2013 |
2014 |
2015 |
2016 |
---|---|---|---|---|---|
The amount we paid out to families when someone has unfortunately passed away with life insurance cover |
£274m |
£262m |
£271m |
£277m |
£317m |
The percentage of claims paid when someone passes away |
97.70% |
98.20% |
98.30% |
97.90% |
98.60% |
Amount of claims |
n/a |
n/a |
n/a |
6,856 |
8,134 |
Average age of claimants |
n/a |
n/a |
n/a |
63 |
64 |
Claims not paid due to misrepresentation |
n/a |
n/a |
n/a |
1.80% |
1.30% |
Claims rejected for not meeting definition |
n/a |
n/a |
n/a |
0.30% |
0.10% |
Terminal illness claims
Terminal illness claims |
2015 |
2016 |
---|---|---|
The amount paid out to our customers and their families. |
£94m |
£107m |
Percentage of claims paid |
95.1% |
95.7% |
Amount of claims |
998 |
1055 |
Average age of claimants |
53 |
54 |
Claims not paid due to misrepresentation |
0.90% |
1.60% |
Claims rejected for not meeting definition |
4% |
2.70% |
Income protection claims
Income protection |
2012 |
2013 |
2014 |
2015 |
2016 |
---|---|---|---|---|---|
Percentage of claims paid to customers who are unable to work because of health issues |
91% |
92% |
94% |
95% |
94% |
Total paid out to supplement incomes while clients are too ill to work |
£1.36m |
£1.40m |
£1.44m |
£1.3m |
£1.2m |
Number of claims paid |
n/a |
n/a |
n/a |
403 |
420 |
Average age of claimants |
n/a |
n/a |
n/a |
41 |
41 |
Providing safety nets
Our group protection provide valuable financial benefits and support to insured employees and can help employers to boost their staff recruitment and retention activity.
We're one of the UK's top three providers with over 85 years' experience and providing cover to over 2.3 million employees. We provided 5,143 cognitive behavioural therapy sessions (i.e. psychological intervention and physiotherapy )to help customers recover and return to work.
The most significant health issued we engage with fall under the following categories:
- 77.7% of all notified GIP claims that returned to work before the end of the deferred period and 82.9% that RTW within the first year of absence;
- 79.4% of mental health claims that returned to work before the end of the deferred period and 85.4% that RTW within the first year of absence;
- 78.3% of musculoskeletal claims that RTW before the end of the deferred period and
- 84.2% that RTW within the first year of absence, and
- 33.0% of cancer claims that RTW before the end of the deferred period and 44.7% that RTW within the first year of absence.
|
2012 |
2013 |
2014 |
2015 |
2016 |
---|---|---|---|---|---|
Number of employees of businesses whose lives we insure |
2.3m |
2.3m |
1.8m |
2.2m |
2.1m |
Number of people rehabilitated back to work in that year |
2,019 |
2,503 |
2,193 |
3,205 |
2,354 |
Amount paid out to clients per annum for critical illness cover |
£7.1m |
£7.2m |
£8.6m |
£7.9m |
£10.3m |
Amount paid out to clients whose income we are protecting when they are unable to work |
£30.6m |
£28.2m |
£35.4m |
£54.6m |
£61.0m |
Amount paid out to customers who have died |
£201.5m |
£201.3m |
£222.6m |
£213.9m |
£237.3m |
Percentage of clients we pay out to on critical illness cover |
79.0% |
75.0% |
80.1% |
70.9% |
79.2% |
Percentage of clients we pay out to when the client dies |
99.1% |
99.4% |
99.6% |
99.8% |
99.4% |
Percentage of clients we pay out to when our clients are unable to work |
99.2% |
99.1% |
98.1% |
98.1% |
98.9% |