| -100 to +100 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| a.s.r. | 51 | 49 | 49 | 44 | 42 |
| P&C | 59 | 59 | 58 | 51 | 47 |
| Disability (incl. Loyalis) | 65 | 60 | 58 | 46 | 45 |
| Health | 49 | 49 | 49 | 43 | 39 |
| Pensions | 57 | 52 | 56 | 52 | 47 |
| Individual life | 49 | 38 | 40 | 42 | 37 |
| Funeral | 50 | 47 | 47 | 40 | 41 |
| Mortgages | 39 | 43 | 40 | NA | NA |
| In numbers | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| Upheld | 2,856 | 3,482 | 3,306 | 3,213 | 2,935 |
| Rejected | 2,193 | 2,348 | 2,082 | 2,163 | 2,092 |
| Total complaints settled | 5,049 | 5,830 | 5,388 | 5,376 | 5,027 |
| In numbers | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| Yes, fully | 1,216 | 1,600 | 1,431 | 1,322 | 1,148 |
| No, not fully but follow-up is clear to me | 293 | 314 | 250 | 292 | 238 |
| No, not fully and the follow-up is unclear to me | 107 | 126 | 107 | 103 | 104 |
| Total complaints handled | 1,616 | 2,040 | 1,788 | 1,717 | 1,490 |
| In numbers | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| Employees | 10 | 5 | 4 | 9 | 14 |
| Advisors and suppliers | 58 | 50 | 45 | 32 | 21 |
| Total incidents lack of integrity | 68 | 55 | 49 | 41 | 35 |
| In numbers | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| Address behaviour | - | 1 | 3 | 4 | 1 |
| Written warning | 4 | 3 | 1 | 1 | 10 |
| Dismissal | 2 | 1 | - | 4 | 3 |
| In numbers | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| Complaints received from third parties | 41 | 91 | 89 | 58 | 85 |
| Complaints received from regulatory bodies1 | - | 3 | 2 | - | 2 |
| In numbers | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|
| Notifications of data leaks to the Dutch Data Protection Authority | 41 | 43 | 14 | 19 | 58 |