Annual Report 2021
Additional information
Customer-related indicators
Net Promoter Score (NPS-c)
-100 to +10020212020201920182017
a.s.r.49149444238
P&C5958514745
Disability (incl. Loyalis)6058464542
Health4949433937
Pensions5256524741
Individual life3840423734
Funeral4747404141
Mortgages4340NANANA
  • 1 This indicator has been part of reasonable assurance.
Complaints settled
In numbers20212020201920182017
Upheld3,4823,3063,2132,9352,924
Rejected2,3482,0822,1632,0922,103
Total complaints settled5,8305,3885,3765,0275,027
Complaints handled
In numbers20212020201920182017
Yes, fully1,6001,4311,3221,1481,148
No, not fully but follow-up is clear to me314250292238295
No, not fully and the follow-up is unclear to me126107103104108
Total complaints handled2,0401,7881,7171,4901,551
Incidents lack of integrity
In numbers20212020201920182017
Employees5491417
Advisors and suppliers5045322132
Total incidents lack of integrity5549413549
Violations measures taken
In numbers20212020201920182017
Address behaviour13415
Written warning311108
Dismissal1-434
Complaints relating to customer privacy
In numbers20212020201920182017
Complaints received from third parties9189588558
Complaints received from regulatory bodies132-21
  • 1 The complaints received from regulatory bodies are also included in the figure reported for complaints received from third parties.
Data leaks
In numbers20212020201920182017
Notifications of data leaks to the Dutch Data Protection Authority5114195838