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Annual Report and Accounts 2023

Focused for the future

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Annual Report 2023

Our vision is to create a world where insurance is personal, inclusive and a force for good. Our purpose is to help people carry on with their lives, giving them peace of mind now and in the future.

Our mission is to be brilliant for customers every day.

This year the Group has taken decisive action to restore our capital resilience, to improve Motor performance and to maintain the performance of our non-Motor businesses. Following the challenging trading environment in 2022, these actions have been designed to put the Group back on a more stable footing.

Looking ahead, we believe that our customer focus, strong brands, and claims expertise, can drive long-term value for customers and shareholders.

Focused on performance

Focused on performance

Focused on customers

Focused on customers

Focused on retail

Focused on retail

Chair's statement, Danuta Gray

Chair's statement, Danuta Gray

We have entered 2024 with a more resilient business, well positioned to achieve our mission of being brilliant for customers every day.

Danuta Gray Chair of the Board

CEO review, Adam Winslow

CEO review, Adam Winslow

Business model

We cover a wide range of customer needs across personal and commercial lines

We give our customers a choice of brands and channels

We know how to build brand value and have some of the most well-known brands in the UK

Our brands are available direct and through price comparison websites ("PCWs")

We also partner with other well known brands

Download business model Brands page

We are a fully focused retail personal and small commercial insurer with fundamental strengths

Over 9.4m

  • Motor

  • Home

  • Rescue

  • Commercial Direct

  • Pet

  • Other PL


This is how we create value

Diversified model

Our diversified model enables us to generate premiums from a range of brands and products across retail personal and small commercial lines.

Balanced investment portfolio

The premiums we collect from customers are invested in a diversified investment portfolio designed to meet our long-term claims commitments whilst also generating investment returns. We seek to align our investment strategy with our sustainability strategy.

Accident repair centres

We own 23 accident repair centres, the largest network of any insurer, delivering lower repair costs and providing data-led insight, enabling us to react to emerging trends and helping inform pricing. We aim to be the most energy efficient repair network in the UK.

Claims management

We have a deep specialism in claims handling and leveraged our claims management capabilities to win the partnership with Motability.

Cost control

We're focused on improving efficiency through greater use of digital processes across the business.

Capital management

We aim to manage capital efficiently and generate long-term sustainable returns for shareholders, while balancing operational, regulatory, rating agency, and policyholder requirements.

Proud of what we've achieved in 2023

DLG has come together around Consumer Duty to put the customer at the heart of everything we do.

Lorraine Price, Head of Product Lifecycle Management

It's fantastic to have 400 colleagues on Ignite apprenticeships and we are really proud of the 44 who successfully completed their qualification in 2023.

Stephanie Bishop, Emerging Careers Lead

It's been great switching our paint booths from gas to electric, helping to reduce our footprint.

Elliott Henry-Hughes, Technical Engineering Graduate 2022

We know how important it is to support our suppliers, playing our role in being a responsible corporate citizen and it's fantastic to be recognised with the fast payer accreditation award.

Darren Braham, Results Production Analyst