Insurance & Investment
Our Strategy
Our strategy is to be the UK’s leading insurance and investment group and reflects the core strengths of our existing multi-channel, multi-brand operating model.
Key Performance Indicators
Our key performance indicators are used to measure progress against our strategy.
Growing our market share of personal lines insurance
We aim to leverage the growth opportunities from selling household insurance through the Retail branch network, and will utilise the strength of our motor insurance brands – esure and Sheilas’ Wheels – to deliver growth in this business. Our household market share is a key measure of business performance.
Market share* of Household Insurance
* based on Gross Written Premiums (‘GWP’)
General Insurance sales**
(GWP)
**excluding Paymentshield
Delivering value generating growth in Life, Pensions and Investments (‘LP&I’) market
We will continue to develop our three distribution channels, investing in technology to drive further productivity improvements.
Market Share of Investment Sales (APE)*
Investment Business sales (PVNBP)
Market Share** of Assets under Management
* Annual Premium Equivalent (calculated as annual premiums plus 10% of single premiums)
** Estimated
Driving customer satisfaction and retention
Service excellence will continue to be critical to our business, supporting the reputation of our brands and encouraging existing customers to stay with us.
Telephony answer rates* (%) (Household Insurance customer service / claims)
Intermediary customer service Financial Adviser Award
* Telephony answer rate is defined as calls answered as a % of calls answered plus calls abandoned after 30 seconds
Maintaining rigorous cost control disciplines
We seek to maximise efficiency in all our processes enabling investment in growth.
Underlying Jaws* measure
* Jaws is defined as the difference between the rate of growth in underlying net operating income and underlying operating expenses