Annual Report 2022
Customer-related indicators
Net Promoter Score (NPS-c)
-100 to +10020222021202020192018
a.s.r.5149494442
P&C5959585147
Disability (incl. Loyalis)6560584645
Health4949494339
Pensions5752565247
Individual life4938404237
Funeral5047474041
Mortgages394340NANA
Complaints settled
In numbers20222021202020192018
Upheld2,8563,4823,3063,2132,935
Rejected2,1932,3482,0822,1632,092
Total complaints settled5,0495,8305,3885,3765,027
Complaints handled
In numbers20222021202020192018
Yes, fully1,2161,6001,4311,3221,148
No, not fully but follow-up is clear to me293314250292238
No, not fully and the follow-up is unclear to me107126107103104
Total complaints handled1,6162,0401,7881,7171,490
Incidents lack of integrity
In numbers20222021202020192018
Employees1054914
Advisors and suppliers5850453221
Total incidents lack of integrity6855494135
Violations measures taken
In numbers20222021202020192018
Address behaviour-1341
Written warning431110
Dismissal21-43
Complaints relating to customer privacy
In numbers20222021202020192018
Complaints received from third parties4191895885
Complaints received from regulatory bodies1-32-2
  • 1 The complaints received from regulatory bodies are also included in the figure reported for complaints received from third parties.
Data leaks
In numbers20222021202020192018
Notifications of data leaks to the Dutch Data Protection Authority4143141958