Product and customer data

Number of retail customers

Quantity

2011

2012

2013

2014

2015

*

Previous data included our business in France. We sold this business in Q2 2015.

Number of UK customers

6,854,062

7,190,925

7,923,467

8,328,900

8,464,847

Number of UK policies

7,701,911

8,109,422

8,849,465

9,273,882

9,363,961

Number of overseas policies (USA, Netherlands)*

1,090,034

1,159,205

1,294,671

1,300,068

1,370,098

UK complaints (reportable and non-reportable) as a percentage of customers

0.56%

0.58%

0.53%

0.46%

0.42%

US complaints (reportable and non reportable) as a percentage of customers

n/a

n/a

n/a

n/a

0.0037%

Percentage of UK customers who are not happy with their savings products

0.29%

0.30%

0.28%

0.29%

0.29%

Paying pensions

Each month we’re responsible for paying our customers their pension. We do this for over 700,355 customers each month.

The total number of customers being paid directly dropped in 2015 compared with 2014 . This was due to the Pension Reform changes which meant far fewer individual annuities being sold and the volume of deaths of pensioners outstripping the volume of new customers.

 

2011

2012

2013

2014

2015

Number of customers being paid directly at end of 2015

613,015

653,184

680,870

707,701

700,355

Total pension payments per annum

£1,126,000,000

£1,333,602,135

£1,410,387,060

£1,466,885,721

£1,574,070,570

Average per annum payment per customer

£1,837

£2,041

£1,831

£2,072

£2,248

Home Finance – Lifetime mortgages

Our lifetime mortgages have allowed our customers to free up some equity within their property allowing our customers to enjoy a more fulfilling retirement. 

Home Finance – Lifetime mortgages

2015

Total amount we advanced to customers

£201m

Number of customers

3,550

Protecting customers' houses

 

2011

2012

2013

2014

2015

1

Data for claims we paid out in 2015 excludes fees.

2

There may be more than on claim per policyholder.

Number of in force customer home insurance policies

1.5m

1.6m

1.8m

1.8m

1.6m

Amount in claims that we paid out to customers to restore/replace homes and possessions

£160m

£135.7m

£132.6m

£156.6m

£130.4m1

Approximate number of customers this has helped2

n/a

n/a

n/a

n/a

74,000

Critical illness claims

Critical illness

2011

2012

2013

2014

2015*

*

2015 data excludes Children's critical illness

Percentage of Critical Illness claims paid out to our customers

93.00%

93.10%

93.60%

93.40%

91.50%

The amount of money we paid out to our critically ill customers

£177m

£209m

£242m

£245m

£167m

Number of claims paid

n/a

n/a

n/a

n/a

2,601

Average age of claimants

n/a

n/a

n/a

n/a

46

Claims not paid due to misrepresentation

n/a

n/a

n/a

n/a

2.30%

Claims rejected for not meeting definition

n/a

n/a

n/a

n/a

6.20%

Top 5 Conditions claimed and paid

  1. Cancer: 62.3%
  2. Heart attack: 10.3%
  3. Stroke: 5.9%
  4. Multiple sclerosis: 4.8%
  5. Total and permanent disability: 3.8%

Children's critical illness claims paid

 Our 2015 data reports separately on claims we have paid out for children and their families.

Children's Critical illness Claims paid

2011

2012

2013

2014

2015

Percentage of Critical Illness claims paid out to families for children with critical illness

n/a

n/a

n/a

n/a

96.40%

The amount of money we paid out to families

n/a

n/a

n/a

n/a

1.9m

Amount of claims

n/a

n/a

n/a

n/a

106

Average age of child claimants

n/a

n/a

n/a

n/a

7

Top 5 conditions of claims paid

  1. Cancer
  2. Stroke
  3. Child Funeral benefit
  4. Benign Brain Tumor
  5. Major Organ Transplant

Top 4 age groups

  1. 0-4: 44.30%
  2. 10-14: 22.60%
  3. 5-9: 18%
  4. 15+: 15,10%

Death claims

When customers pass away

2011

2012

2013

2014

2015

The amount we paid out to families when someone has unfortunately passed away with life insurance cover

£264m

£274m

£262m

£271m

£277m

The percentage of claims paid when someone passes away

97.80%

97.70%

98.20%

98.30%

97.90%

Amount of claims

n/a

n/a

n/a

n/a

6,856

Average age of claimants

n/a

n/a

n/a

n/a

63

Claims not paid due to misrepresentation

n/a

n/a

n/a

n/a

1.80%

Claims rejected for not meeting definition

n/a

n/a

n/a

n/a

0.30%

Top 5 conditions claimed and paid

  1. Cancer: 39.6%
  2. Cardiovascular: 21.2%
  3. Respiratory Disease: 12.3%
  4. Stroke: 4.6%
  5. Neurological Disorder: 3%

Terminal illness claims

Terminal illness claims

2015

The amount paid out to our customers and their families.

£94m

Percentage of claims paid

95.1%

Amount of claims

998

Average age of claimants

53

Claims not paid due to misrepresentation

0.90%

Claims rejected for not meeting definition

4%

Top 4 conditions claims and paid

  1. Cancer: 99.5%
  2. Motor Neurone Disease: 0.3%
  3. Liver Disease: 0.1%
  4. Multiple System Atrophy: 0.1%

Income protection claims

Income protections pays out if you're unable to work due to accident or sickness.

Income protection

2011

2012

2013

2014

2015

Percentage of claims paid to customers who are unable to work because of health issues

92%

91%

92%

94%

95%

Total paid out to supplement incomes while clients are too ill to work

£1.35m

£1.36m

£1.40m

£1.44m

£1.3m

Number of claims paid

n/a

n/a

n/a

n/a

403

Average age of claimants

n/a

n/a

n/a

n/a

41

Top 5 conditions claims and paid

  1. Musculoskeletal: 33.3%
  2. Mental Health: 22.1%
  3. Cancer: 13.9%
  4. Neurological: 10.7%
  5. Stroke: 4.5%

Download: (PDF:) Protection claims paid in 2015 infographic (PDF, 407kB)

Investment and savings products

Our purpose is to provide investment and savings products that help people plan for the future and for retirement. We offer a number of ways for customers to do this with a large range of products and funds to invest in depending upon their needs and approach to risk. Each customer’s circumstances are different in terms of how they were advised, what they are saving for and the risks they are prepared to take with their money. We have seen a number of changes with pensions reform where customers now have access to their pension pots from age 55. Customers of Legal & General International have now moved to Canada Life and our with profits fund closed to new business last year. We are currently responsible for £105 billion of customers money.  

Providing employment safety nets

Our group protection business provides services to employers who want to protect the wellbeing of their employees. We provided 6,491 cognitive behavioural therapy sessions to help customers recover and return to work has improved our performance in this area.

The most significant health issues we engage with fall under the following categories:- 

  • 77.9% of all notified GIP claims return to work before the end of the deferred period and 82.9% return within the first year of absence;
  • 80.0% of mental health claims return to work before the end of the deferred period and 86.1% return within the first year of absence;
  • 82.4% of musculoskeletal claims return to work before the end of the deferred period and 87.1% return within the first year of absence,
  • 28.0% of cancer claims return to work before the end of the deferred period and 39.5% return within the first year of absence.

 

2011

2012

2013

2014

2015

Number of employees of businesses whose lives we insure

2.4m

2.3m

2.3m

1.8m



2.2m

Number of people rehabilitated back to work in that year

875

2,019

2,503

2,193

3,205

Percentage of employees in rehabilitation who return to work in the first year of absence

79.4%

82.3%

82.6%

82.9%

Available Q3 2016

Amount paid out to clients per annum for critical illness cover

£8.2m

£7.1m

£7.2m

£8.6m

£7.9m

Amount paid out to clients whose income we are protecting when they are unable to work

£32.4m

£30.6m

£28.2m

£35.4m

£54.6m

Amount paid out to customers who have died

£213.7m

£201.5m

£201.3m

£222.6m

£213.9m

Percentage of clients we pay out to on critical illness cover

80.6%

79.0%

75.0%

80.1%

70.9%

Percentage of clients we pay out to when the client dies

99.3%

99.1%

99.4%

99.6%

99.8%

Percentage of clients we pay out to when our clients are unable to work

97.8%

99.2%

99.1%

98.1%

98.1%