Creditor Metrics: Consumer Approaches to Payment Protection Insurance in Europe

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Based on a survey of over 6,000 consumers in France, Germany, Italy, Poland, Spain and the UK, Creditor Metrics: Consumer Approaches to Payment Protection Insurance in Europe offers detailed and unique insights into the behaviour of consumers in the context of payment protection insurance.

Comprising both an analytical report and a convenient data annexe in Excel format, the research covers four types of creditor policy: insurance cross-sold in conjunction with mortgages; policies cross-sold with consumer finance and personal loans; cover linked to credit cards; and bill payment protection insurance. It measures take-up rates against the relevant audience (i.e. those with the underlying lending products in the first three cases and all respondents in the fourth) and also shows the distribution channels and interfaces used by respondents in the six countries to take out creditor policies. Distribution channels vary by type of creditor insurance but can include the bank or other institution making the underlying loan plus a variety of other options; distribution interfaces include face-to-face, online, inbound telephone, outbound telephone and postal sales.

Finally, the reports analyse claims frequency; for each country, this analysis is for all types of creditor insurance combined broken out by reason for claim while for the six countries combined, a separate analysis is also given for each of the four types of creditor insurance researched.

- data describing the percentage of insured respondents who believe that they hold cover for each of the six main risks, namely death, permanent disability, critical illness, temporary incapacity, unemployment and carer time;

- robust statistics illustrating the ways in which payment protection insurance policies are acquired in each country, including sales by the banks and other institutions making the underlying loans plus alternative channels such as direct sales by insurance companies and sales by financial advisers;

- reliable information concerning the importance of online and offline sales for this type of cover, including a unique split of online sales by type of device used (i.e. regular desktop or laptop computers, tablets or mobile phones);

- valuable insights into claims frequency for creditor insurance, segmented by country and by reason for making the claim.

Introduction

European overview

• France

• Germany

• Italy

• Poland

• Spain

• United Kingdom

Appendix

Across all creditor insurance products, mortgage-related creditor insurance has the highest take-up rate Creditor insurance linked to mortgages: French and Spanish consumers are most likely to acquire cover Creditor insurance linked to consumer finance: uptake is highest in Poland and lowest in the UK Creditor insurance linked to credit cards: the average take-up rate across all six countries is 16.3% Bill payment protection insurance: Germany displays the highest take-up rate Claims frequency and acceptance: respondents claim most frequently on bill payment protection policies

1.0 INTRODUCTION

What is this report about? Rationale Definitions European consumer research Other international research reports

2.0 EUROPEAN OVERVIEW

Introduction Survey and sample structure Overview of take-up rates for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgages Segmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Uptake among all and eligible respondents Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgages Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake among all and eligible respondents Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distribution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Risk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cards Segmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake among all and eligible respondents Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake among all respondents Segmentation by age group Segmentation by annual household income band Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Claims frequency segmented by type of creditor insurance policy Claims acceptance rates by type of creditor insurance policy

3.0 FRANCE

Introduction Survey and sample structure Uptake overview for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgages Segmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgages Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distribution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cards Segmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Cross-tabulation of distribution channels and interfaces Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Research sample statistics

4.0 GERMANY

Introduction Survey and sample structure Uptake overview for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgages Segmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgages Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distribution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Cross-tabulation of distribution channels and interfacesRisk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cards Segmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Cross-tabulation of distribution channels and interfaces Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Research sample statistics

5.0 ITALY

Introduction Survey and sample structure Uptake overview for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgages Segmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgages Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distribution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cards Segmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake of cover Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Cross-tabulation of distribution channels and interfaces Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Research sample statistics

6.0 POLAND

Introduction Survey and sample structure Uptake overview for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgagesSegmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgages Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distribution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cards Segmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Cross-tabulation of distribution channels and interfaces Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Research sample statistics

7.0 SPAIN

Introduction Survey and sample structure Uptake overview for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgages Segmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgages Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distribution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cardsSegmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Cross-tabulation of distribution channels and interfaces Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Research sample statistics

8.0 UK

Survey and sample structure Uptake overview for different types of creditor insurance Creditor insurance linked to mortgages Uptake of mortgages Segmentation by age group and annual household income band Uptake of creditor insurance linked to mortgages Segmentation by type of cover held Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to mortgages Distribution channels used for creditor insurance linked to mortgages Distribution interfaces used for creditor insurance linked to mortgagesCross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to mortgages Creditor insurance linked to consumer finance Uptake of consumer finance Segmentation by age group and annual household income band Uptake of creditor insurance linked to consumer finance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to consumer finance Distributibution channels used for creditor insurance linked to consumer finance Distribution interfaces used for creditor insurance linked to consumer finance Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to consumer finance Creditor insurance linked to credit cards Uptake of credit cards Segmentation by age group and annual household income band Uptake of creditor insurance linked to credit cards Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of creditor insurance linked to credit cards Distribution channels used for creditor insurance linked to credit cards Distribution interfaces used for creditor insurance linked to credit cards Cross-tabulation of distribution channels and interfaces Risk coverage Risk coverage of creditor insurance linked to credit cards Bill payment protection insurance Uptake of bill payment protection insurance Uptake of cover Segmentation by age group Segmentation by annual household income band Distribution of bill payment protection insurance Distribution channels used for bill payment protection insurance Distribution interfaces used for bill payment protection insurance Cross-tabulation of distribution channels and interfaces Claims for all types of creditor insurance Frequency of and reasons for creditor insurance claims Claims acceptance rates segmented by reason for claim Research sample statistics

9.0 APPENDIX

Proportion of all and eligible respondents covered by creditor insurance: six European countries, 2012 (table)

Survey sample, segmented by age group: six European countries, 2012 Survey sample, segmented by household income: six European countries, 2012 Survey sample, segmented by age group and by household income: six European countries, 2012 (table) Proportion of all respondents covered by different types creditor insurance: six European countries, 2012 Proportion of all eligible respondents covered by different types creditor insurance: six European countries, 2012 Respondents with a mortgage, segmented by age group: six European countries, 2012 Respondents with a mortgage, segmented by household income: six European countries, 2012 Proportion of all and eligible respondents covered by creditor insurance linked to mortgages: six European countries, 2012 Proportion of respondents with a mortgage covered by related creditor insurance, segmented by type of cover: six European countries, 2012 Proportion of respondents with a mortgage covered by related creditor insurance, segmented by type of cover: six European countries, 2012 (table) Proportion of respondents with a mortgage covered by related creditor insurance, segmented by age group: six European countries, 2012 Proportion of respondents with a mortgage covered by related creditor insurance, segmented by household income: six European countries, 2012 Distribution channels used for creditor insurance linked to mortgages: six European countries, 2012 Distribution channels used for creditor insurance linked to mortgages: six European countries, 2012 (table) Distribution interfaces used for creditor insurance linked to mortgages: six European countries, 2012Distribution interfaces used for creditor insurance linked to mortgages: six European countries, 2012 (table) Penetration of risk coverage for creditor insurance linked to mortgages: six European countries, 2012 (table) Penetration of risk coverage for creditor insurance linked to mortgages across six European countries, 2012 Respondents with consumer finance, segmented by age group: six European countries, 2012 Respondents with consumer finance, segmented by household income: six European countries, 2012 Proportion of all and eligible respondents covered by creditor insurance linked to consumer finance: six European countries, 2012 Proportion of respondents with consumer finance covered by related creditor insurance: six European countries, 2012 Proportion of respondents with consumer finance covered by related creditor insurance: six European countries, 2012 (table) Proportion of respondents with consumer finance covered by related creditor insurance, segmented by age group: six European countries, 2012 Proportion of respondents with consumer finance covered by related creditor insurance, segmented by household income: six European countries, 2012 Distribution channels used for creditor insurance linked to consumer finance: six European countries, 2012 Distribution channels used for creditor insurance linked to consumer finance: six European countries, 2012 (table) Distribution interfaces used for creditor insurance linked to consumer finance: six European countries, 2012 Distribution interfaces used for creditor insurance linked to consumer finance: six European countries, 2012 (table) Penetration of risk coverage for creditor insurance linked to consumer finance: six European countries, 2012 (table) Penetration of risk coverage for creditor insurance linked to consumer finance across six European countries, 2012 Respondents with a credit card, segmented by age group: six European countries, 2012 Respondents with a credit card, segmented by household income: six European countries, 2012 Proportion of all and eligible respondents covered by creditor insurance linked to credit cards: six European countries, 2012 Proportion of respondents with a credit card covered by related creditor insurance, segmented by type of cover: six European countries, 2012 Proportion of respondents with a credit card covered by related creditor insurance, segmented by type of cover: six European countries, 2012 (table) Proportion of respondents with a credit card covered by related creditor insurance, segmented by age group: six European countries, 2012 Proportion of respondents with a credit card covered by related creditor insurance, segmented by household income: six European countries, 2012 (table) Distribution channels used for creditor insurance linked to credit cards: six European countries, 2012 Distribution channels used for creditor insurance linked to credit cards: six European countries, 2012 (table) Distribution interfaces used for creditor insurance linked to credit cards: six European countries, 2012 Distribution interfaces used for creditor insurance linked to credit cards: six European countries, 2012 (table) Penetration of risk coverage for creditor insurance linked to credit cards: six European countries, 2012 (table) Penetration of risk coverage for creditor insurance linked to credit cards across six European countries, 2012 Proportion of all respondents covered by bill payment protection insurance: six European countries, 2012 Proportion of respondents covered by bill payment protection insurance: six European countries, 2012 Proportion of respondents covered by bill payment protection insurance: six European countries, 2012 (table) Proportion of respondents covered by bill payment protection insurance, segmented by age group: six European countries, 2012 Proportion of respondents covered by bill payment protection insurance, segmented by household income: six European countries, 2012 Distribution channels used for bill payment protection insurance: six European countries, 2012 Distribution channels used for bill payment protection insurance: six European countries, 2012 (table) Distribution interfaces used for bill payment protection insurance: six European countries, 2012 Distribution interfaces used for bill payment protection insurance: six European countries, 2012 (table) Claims frequency by reason for claim across all types of creditor insurance: six European countries, 2012 Claims acceptance by reason for claim across all types of creditor insurance: six European countries, 2012 Claims frequency by type of creditor insurance policy across six European countries, 2012 Claims acceptance by types of creditor insurance policy across six European countries, 2012

French survey sample, segmented by age and annual household income Proportion of all respondents and of eligible respondents covered by different types of creditor insurance in France, 2012 Respondents with a mortgage in France, segmented by age and by annual household income, 2012 Proportion of respondents with a mortgage in France covered by related creditor insurance, segmented by type of cover, 2012 Proportion of respondents with a mortgage in France covered by related creditor insurance, segmented by age, 2012 Proportion of respondents with a mortgage in France covered by related creditor insurance, segmented by annual household income, 2012Distribution channels used for creditor insurance linked to mortgages in France, 2012 Distribution interfaces used for creditor insurance linked to mortgages in France, 2012 Cross-tabulation of distribution channels and interfaces used for creditor insurance linked to mortgages in France, 2012 Penetration of risk coverage for creditor insurance linked to mortgages in France, 2012 Respondents with consumer finance in France, segmented by age and by annual household income, 2012 Proportion of respondents with consumer finance in France covered by related creditor insurance, 2012 Proportion of respondents with consumer finance in France covered by related creditor insurance, segmented by age, 2012 Proportion of respondents with consumer finance in France with related creditor insurance, segmented by annual household income, 2012 Distribution channels used for creditor insurance linked to consumer finance in France, 2012Distribution interfaces used for creditor insurance linked to consumer finance in France, 2012 Cross-tabulation of distribution channels and interfaces used for creditor insurance linked to consumer finance in France, 2012 Penetration of risk coverage for creditor insurance linked to consumer finance in France, 2012 Respondents with a credit card in France, segmented by age and by annual household income, 2012 Proportion of respondents with credit cards covered by related creditor insurance in France, 2012 Proportion of respondents with credit cards in France covered by related creditor insurance, segmented by age, 2012 Proportion of respondents with credit cards in France covered by related creditor insurance, segmented by annual household income, 2012 Distribution channels used for creditor insurance linked to credit cards in France, 2012 Distribution interfaces used for creditor insurance linked to credit cards in France, 2012 Cross-tabulation of distribution channels and interfaces used for creditor insurance linked to credit cards in France, 2012 Penetration of risk coverage for creditor insurance linked to credit cards in France, 2012 Proportion of respondents covered by bill payment protection insurance in France, 2012 Proportion of respondents covered by bill payment protection insurance in France, segmented by age, 2012 Proportion of respondents covered by bill payment protection insurance in France, segmented by annual household income, 2012 Distribution channels used for bill payment protection insurance in France, 2012 Distribution interfaces used for bill payment protection insurance in France, 2012 Cross-tabulation of distribution channels and interfaces used for bill payment protection insurance in France, 2012 Claims frequency by reason for claim across all types of creditor insurance in France, 2012 Claims acceptance by reason for claim across all types of creditor insurance in France, 2012 French survey sample, segmented by geographical region

German survey sample, segmented by age and annual household income Proportion of all respondents and of eligible respondents covered by different types of creditor insurance in Germany, 2012 Respondents with a mortgage in Germany, segmented by age and by annual household income, 2012 Proportion of respondents with a mortgage in Germany covered by related creditor insurance, segmented by type of cover, 2012 Proportion of respondents with a mortgage in Germany covered by related creditor insurance, segmented by age, 2012 Proportion of respondents with a mortgage in Germany covered by related creditor insurance, segmented by annual household income, 2012 Distribution channels used for creditor insurance linked to mortgages in Germany, 2012 Distribution interfaces used for creditor insurance linked to mortgages in Germany, 2012 Cross-tabulation of distribution channels and interfaces used for creditor insurance linked to mortgages in Germany, 2012 Penetration of risk coverage for creditor insurance linked to mortgages in Germany, 2012 Respondents with consumer finance in Germany, segmented by age and by annual household income, 2012 Proportion of respondents with consumer finance in Germany covered by related creditor insurance, 2012Proportion of respondents with consumer finance in Germany covered by related creditor insurance, segmented by age, 2012 Proportion of respondents with consumer finance in Germany with related creditor insurance, segmented by annual household income, 2012 Distribution channels used for creditor insurance linked to consumer finance in Germany, 2012 Distribution interfaces used for creditor insurance linked to consumer finance in Germany, 2012 Cross-tabulation of distribution channels and interfaces used fo

To order this report:Credit_Card Industry: Creditor Metrics: Consumer Approaches to Payment Protection Insurance in Europe

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