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

*

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

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

*

Summary Resolution Closures (SRC) wef 1 July 2016

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

*

Summary Resolution Closures (SRC) wef 1 July 2016

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

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

1.6m

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

*

2015 data excludes Children's critical illness

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

(PDF:)
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.

 

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%