2016 Star Ratings Home Insurance Discussion paper

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1 2016 Star Ratings Home Insurance Discussion paper Defaqto Limited All rights reserved. No parts this publication may be reproduced in any form by any means, whether electronic, mechanical, optical or any other, or be stored in a retrieval system without the express written permission the publisher. The publisher has taken all reasonable measures to ensure the accuracy the information and Ratings in this document and cannot accept responsibility or liability for errors in or omission from any information given and for any consequences arising.

2 About this document This document outlines the key developments and trends that will inform the criteria we use for the 2016 Star Ratings for Home Buildings Insurance and Home Contents Insurance and, based on these, sets out the areas where we would like to consult the industry as part ensuring that our ratings process remains robust and transparent. 2

3 Key developments and trends The market We have reviewed developments in the home insurance market, considering legislation and regulation, provider changes, and home buildings and contents insurance products and propose the following changes to our ratings for 2016: We have reviewed the assumed sum insured which is used to determine the DNA score for a number criteria within the Star Ratings. Our research has shown that the average minimum sum insured provided across the contents market is increasing. Therefore, we are proposing to raise the assumed sum insured from 40,000 to 50,000 for contents cover only We have also reviewed the DNA scoring applicable to minimum excess for both buildings and contents and have amended the DNA scoring applicable We have noticed an increase in the number providers fering Technology & Entertainment Equipment as an option and are proposing to amend our existing criteria to reflect this. The current criterion TV or Video Accidental Damage does not accurately represent the cover fered across the market and therefore we are looking to widen the with the Star Rating criteria 3

4 Legislation and regulation The main focus in this area remains the FCA review into the sale add-ons and its intended ban on optout sales. This review continues to influence our Star Ratings and we are therefore proposing to amend the criteria which relates to the limit indemnity and number perils covered for both Home Emergency and Legal Expenses We have noted a number providers fer different levels cover, particularly in the home emergency market, therefore our research will be based on the highest level Home Emergency and Legal Expenses cover available Providers We reviewed how the make-up distribution has changed in the standard home insurance market over recent years, comparing 2015 to Total distributor numbers have remained fairly static over the period, with 164 distributor brands today compared to 173 in 2010 This summary figure masks some major changes with 55 the distributors in 2010 no longer selling home insurance as at Also 48 the distributor brands in 2018 did not exist in 2010 Products/propositions We looked at the way in which providers' products and propositions are changing over time and noting the way that certain covers which were traditionally included as a standard benefit is now being stripped out and fered on an optional basis. We have noted a change in the way that products are including cover for accidental damage for Technology and Entertainment equipment with this being increasingly fered as an optional cover Accidental damage to glass and mirrors also shows a similar trend, up from 5% in 2010 to 21% in

5 Key implications for the 2016 Ratings process Product area weightings The criteria have been split into the following areas in order to show the weightings for each within the ratings: Rating area - Home Buildings Insurance 2014 No % Star Rating Features 2015 No % 2016 No % Policy Cover - Availability 3 9% 2 7% 2 6% Policy Cover 16 50% 16 53% 16 52% Policy Excesses/Terms 6 19% 6 20% 7 23% Policy Add-Ons 5 16% 4 13% 4 13% Helpline Services 2 6% 2 7% 2 6% Total % % % Rating area - Home Contents Insurance 2014 No % Star Rating Features 2015 No % 2016 No % Policy Cover - Availability 9 16% 7 13% 7 12% Policy Cover 29 50% 29 52% 28 49% Policy Excesses/Terms 14 24% 14 25% 16 28% Policy Add-Ons 4 7% 4 7% 4 7% Helpline Services 2 3% 2 4% 2 4% Total % % % At each Star Rating review we consider market changes and the relevance these factors. As you can see the statistics above demonstrate that we will only change the criteria should the need arise following market changes or amendments, or potential amendments in legislation. 5

6 What does good look like? For 2016 we see no need to change the core criteria for 4 or 5 star products from those which are currently being applied. Home Buildings Insurance Core criteria set for the following Policy Cover Buildings Accidental Damage Alternative Accommodation Glass Breakage Burst Pipes Underground Services Public Liability Defective Premises Policy Excesses/Terms Sum Insured Protection Home Contents Insurance Core criteria set for the following Policy Cover Contents Accidental Damage Money in the Home Contents in the Open Theft from Outbuildings Alternative Accommodation Loss Water Freezer Contents Personal Liability Employers Liability Personal Possessions Money Away from Home Policy Excesses/Terms Sum Insured Protection 6

7 Areas for discussion These are the areas where Defaqto would like to discuss their proposals, and receive any feedback that you might have. Proposed increase to the contents assumed sum insured Amendments to the DNA scoring Alternative Accommodation Amendments to the DNA scoring Minimum Excess New Criterion - Repairs Guarantee Period New Criterion - Combined Excess Home Emergency Cover Home Legal Expenses Insurance New Criterion - Technology and Entertainment New Criterion - Claims Helpline Following a review the market we propose to increase the assumed sum insured for contents from 40,000 to 50,000 Following a review our DNA Structure we propose to change the scoring for this feature. This will also impact the minimum level cover required to meet the 5 and 4 Star Criteria test. Following a review the market we propose to amend the DNA structure applicable to Minimum Excess within both the buildings and contents Star Rating We propose to remove the current Repairs Guarantee criterion from both the Buildings and Contents Star Rating. We propose to reflect the period guarantee rather than the availability for buildings cover only. We propose to introduce a new criterion considering how excesses are applied when a claim is made under more than one section cover. Where multiple levels cover are available we intend to show the maximum limit indemnity and perils available. Where multiple levels cover are available we intend to show the maximum limit indemnity and perils available. We intend to replace the TV and Video Accidental Damage criterion with a feature looking at the wider area Technology and Entertainment. This will consider the availability Accidental Damage cover and will be supplemented by a further feature detailing whether any restrictions are imposed. We propose to include a criterion considering whether a 24 hour claims helpline is available We would also welcome your feedback on the whether the FCA review into the sale add-on products should have a greater influence on our Star Ratings. Star Rating Methodology For 2015 and the proposed 2016 Star Rating criteria we have reduced the overall emphasis on these products. We would like to encourage all providers to contribute their thoughts on whether we should continue to include add-on products as part the overall future home insurance Star Rating proposition. 7

8 Appendix: Proposed 2016 criteria Based on the above analysis, we propose including the following criteria in our assessment process for the 2016 Ratings (core criteria are in bold text; new criteria are highlighted in green). Proposed criteria Home Buildings Insurance Sum Insured Protection Buildings Minimum Excess Buildings Accidental Damage Combined Excess Loss Rent Subsidence Excess Alternative Accommodation Additional Accidental Damage Excess Glass Breakage Minimum Escape Water Excess Burst Pipes Public Liability Underground Services Defective Premises Blockage Sewer Pipe Legal Expenses Limit Trace and Access Number Legal Expenses Perils Emergency Access Gardens Emergency Repairs Helpline Emergency Access Building Repairs Guarantee Period Loss Keys Cover Home Emergency Limit Loss Keys Number Home Emergency Perils Theft Keys Cover Legal Helpline Theft Keys Unoccupancy Period Sale Home 24 Hour Claim Helpline The table below sets out the 2015 criteria that we are planning to remove for Criteria planned for removal Home Buildings Insurance Repairs Guaranteed 8

9 Proposed criteria Home Contents Insurance Sum Insured Protection Freezer Cover Wear and Tear - Clothing Freezer Contents Wear and Tear - Age Temporary Removal Wear and Tear - Linen Student Belongings Cover Wear and Tear - Furs Student Belongings Wear and Tear - Cycles Visitors Effects Contents Accidental Damage Number Special Events Covered Glass Breakage Special Events Increase Technology & Entertainment - Acc Damage House Removal Technology & Entertainment Cover Basis Business Equipment Valuables Inner Limit Business Equipment Sum Insured Single Item Limit Tenants Liability Valuables Single Limit Personal Liability Money in the Home Employers Liability Digital Information Personal Possessions Pedal Cycles Total Single Item Away from Home Loss Keys Cover Money Away from Home Loss Keys Contents Minimum Excess Theft Keys Cover Combined Excess Theft Keys Additional Accidental Damage Excess Contents in the Open Minimum Escape Water Excess Theft from Outbuildings Legal Expenses Limit Plants in the Garden Number Legal Expenses Perils Alternative Accommodation Emergency Repairs Helpline Loss Oil Cover Legal Helpline Loss Oil Home Emergency Limit Loss Water Cover Number Home Emergency Perils Loss Water Unoccupancy Period Title Deeds Reinstatement 24 Hour Claim Helpline 9

10 The table below sets out the 2015 criteria that we are planning to remove for Criteria planned for removal Home Contents Insurance TV or Video Accidental Damage Repairs Guaranteed 10

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