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

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. 

This section covers complaints which have an investment element. 

Paying Pensions

Home Finance – Lifetime mortgages

Protecting customers' houses

Critical illness claims

Children's critical illness claims paid

Death claims

Terminal illness claims

Income protection claims

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Download: (PDF:) (PDF:) Protection claims paid in 2016 infographic (PDF, 109kB)

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.