Zurich UK reports record customer satisfaction levels and one of its strongest business operating profits to date
19 February 2026
Zurich UK today reports its full-year results for the period ending 31 December 2025.
Financial and operating highlights:
- Zurich UK achieves a 12% increase in overall business operating profit reaching £639m
- This is reinforced by strong property and casualty trading and an improved combined operating ratio by 2.1 points to 89.6%
- Positive performance in the life business delivers a business operating profit of £139m
- Customer and distributor satisfaction increased to a record high of 77.11 across the business
- Continued support for customers and communities with over £2.15 billion paid in claims across the UK and more than £2m donated to our communities by Zurich Community Trust
Drazen Jaksic, CEO of Zurich UK, said: “Over the past year, we have delivered one of our strongest operating profits in our UK business to date, making a significant contribution to Zurich’s global results. This achievement is reinforced by record customer and broker satisfaction scores - a powerful affirmation that trust has been earned, and that when people place their business with us, they will continue to receive the excellent quality of service they have come to expect from Zurich.
"The progress we made in 2025 puts us in a strong position as we navigate 2026. We have a talented and committed team in place and our ambition to succeed in supporting our customers and partners remains a top priority. I’m really looking forward to working closely with the team throughout 2026 as we continue to grow the business."
Property and Casualty
- Gross written premium (GWP) increases to £3,895m with an excellent combined ratio (COR) of 89.6%
- Business operating profit (BOP) of £500 million is 21% up on 2024
In the UK, Zurich’s Property and Casualty business delivered growth in GWP across our target segments whilst maintaining underwriting discipline. Broker satisfaction reached an all time high at the end of 2025, reinforcing service excellence as a clear competitive advantage for Zurich. It also reflects the ongoing proposition enhancements and expanded network trading capability.
Life
- Life Protection gross written premium (GWP) of £1,089m is up 12% on 2024
- Business operating profit (BOP) of £139m
A 12% increase in GWP in the Life business is a result of the growth in both the Retail Protection and Zurich Corporate Risk. The business has seen the strongest growth in new business, which was supported by increased investment in proposition innovation, digital support tools and adviser focused distribution. Life BOP remains very strong due to positive underlying performance.
1As measured by TNPS (transactional net promoter score) which is currently 77.1 across the business.