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INSPIRING CONFIDENCE IN THE FUTURE PHOENIX GROUP HOLDINGS PLC ANNUAL REPORT & ACCOUNTS 2019 In this Report Key Performance Other Performance Indicators Indicators STRATEGIC REPORT What we do ������������������������������������������������� 2 The Phoenix Group timeline ������������������������ 4 £707m £116 m Chairman’s Statement ��������������������������������� 6 OPERATING COMPANIES’ IFRS PROFIT Group Chief Executive CASH GENERATION AFTER TAX Officer’s Report ������������������������������������������� 8 APM REM Cash ����������������������������������������������������������� 12 Resilience ��������������������������������������������������� 14 Growth ������������������������������������������������������� 16 Our Markets ����������������������������������������������� 18 £475m Our Operating Structure ���������������������������� 22 £3.1bn INCREMENTAL LONG-TERM Our Key Products �������������������������������������� 23 GROUP SOLVENCY II CASH GENERATION Our Business Segments ��������������������������� 24 SURPLUS (ESTIMATED) APM Our Business Model ���������������������������������� 26 Our Strategy and KPIs ������������������������������� 30 Business Review ��������������������������������������� 38 Risk Management ������������������������������������� 48 Reporting Statements ������������������������������� 58 161 % £158 m Stakeholder Engagement �������������������������� 60 GROUP SHAREHOLDER UK OPEN AND EUROPE NEW CAPITAL COVERAGE BUSINESS CONTRIBUTION RATIO (ESTIMATED) APM CORPORATE GOVERNANCE APM Chairman’s Introduction ���������������������������� 74 Board Structure ������������������������������������������ 77 Board of Directors �������������������������������������� 78 Executive Management Team ����������������� 80 Corporate Governance Report ������������������ 81 £248bn Board Leadership and 23.4p ASSETS UNDER FINAL DIVIDEND ADMINISTRATION Company Purpose ��������������������������������� 82 PER SHARE APM Division of Responsibilities ������������������� 88 Composition, Succession and Evaluation���������������������������������������� 90 Audit, Risk and Internal Control ������������ 92 Directors’ Remuneration report ���������������� 99 Directors’ Report ������������������������������������� 131 £810 m 22% Statement of Directors’ OPERATING PROFIT FINANCIAL APM Responsibilities ���������������������������������������� 135 LEVERAGE RATIO APM FINANCIALS All amounts throughout the report Independent Auditor’s Report ����������������� 137 marked with REM are KPIs linked to IFRS Consolidated 94% Executive remuneration� See Directors’ Remuneration Report on page 99� Financial Statements ������������������������������� 147 CUSTOMER Notes to the Consolidated SATISFACTION SCORE All amounts throughout the report Financial Statements ������������������������������� 154 REM marked with APM are Alternative Parent Company Financial Statements ���244 Phoenix Life only Performance Measures� Read more Notes to the Parent Company on page 264� Financial Statements ������������������������������� 247 Additional Life Company Asset Disclosures ���������������������������������������������� 255 Additional Capital Disclosures ����������������� 262 71 % Alternative Performance NET EASY CUSTOMER Measures �������������������������������������������������264 EFFORT SCORE REM Standard Life only ADDITIONAL INFORMATION Shareholder Information ��������������������������266 Glossary ���������������������������������������������������268 Forward-looking Statements������������������� 272 The acquisition of ReAssure Group plc referenced throughout this report is subject to regulatory approvals� www. thephoenixgroup.com STRATEGIC REPORT INSPIRING CONFIDENCE IN THE FUTURE Phoenix Group is Europe’s largest life and pensions consolidator. We are committed to our purpose: To inspire confidence in the future. We inspire confidence through our history and growth, through our track record of value creation, strategic and financial delivery and through continued positive engagement and outcomes for all our stakeholders. Our culture is founded on a clear set of values: Passion, Responsibility, Growth, Courage and Difference. Delivery of Cash, Resilience and Growth helps achieve our mission to improve outcomes for customers and deliver value for shareholders. Read more on pages 12 to 17. We are driven by our vision to be Europe’s Leading Life Consolidator. PHOENIX GROUP HOLDINGS PLC ANNUAL REPORT & ACCOUNTS 2019 1 What we do PHOENIX AT A GLANCE GLASGOW LOCATIONS OUR VISION Become Europe’s DUBLIN Leading Life EDINBURGH Consolidator OUR PURPOSE BIRMINGHAM Inspire confidence in the future LONDON BRISTOL OUR MISSION Improve outcomes for BASINGSTOKE customers and deliver value for shareholders FRANKFURT GRAZ As the largest life and pensions GROUP ASSETS UNDER ADMINISTRATION consolidator in Europe, Phoenix is focused on the acquisition and management of closed life insurance and pension funds� This is our Heritage business� Transactions in the bulk purchase annuity market offer a complementary source of growth for the Group and the management actions we deliver help increase and accelerate cash flows� Alongside this, we have an Open £248bn business which manufactures and underwrites new products and policies to support people saving for their future in areas such as workplace pensions and self-invested personal pensions� This Open business is supported by the Strategic Partnership with Standard Life Aberdeen plc� We also have a market leading brand – SunLife – which sells a range UK Heritage £126bn of financial products specifically for UK Open £97bn the over 50s market� Europe £25bn 2 PHOENIX GROUP HOLDINGS PLC ANNUAL REPORT & ACCOUNTS 2019 STRATEGIC REPORT OUR THREE BUSINESS SEGMENTS UK Heritage UK Open Europe Our UK Heritage business comprises Our UK Open business comprises capital- Our European business provides a platform products that are no longer actively light products that are actively marketed for potential future consolidation� It contains marketed to customers� Phoenix is to customers� Phoenix is committed both Open and Heritage products split a leader in the safe and efficient to growing its UK Open business� across Germany and Ireland� management of its UK Heritage business� ASSETS UNDER ADMINISTRATION 5 4 3 3 1 1 £126bn £97bn £25bn 1 2 3 2 2 1� With-profits 32% 1� Workplace 43% 1� Germany 49% 2� With-profit (supported) 3% 2� Retail pensions 29% 2� Ireland 23% 3� Unit linked 45% 3� Wrap 28% 3� International Bond 28% 4� Non-profit (annuities) 16% 5� Non-profit (protection, shareholder 4% funds and other non-profit)) Read more on page 24 Read more on page 25 Read more on page 25 STRATEGIC PRIORITIES 01 02 03 04 IMPROVE DRIVE MANAGE ENGAGE CUSTOMER VALUE CAPITAL COLLEAGUES OUTCOMES Improving customer In order to drive value, the We continue to focus on Our people are at the heart outcomes is central to our Group looks to identify and the effective management of our business and key vision of being Europe’s undertake management of our risks and the efficient to the successful growth Leading Life Consolidator� actions which increase and allocation of capital against of Phoenix Group� accelerate cash flow� those risks� Read more on page 30 Read more on page 32 Read more on page 34 Read more on page 36 OUR VALUES Passion Responsibility Growth Courage Difference Making a positive Doing the right thing Succeeding through Innovating by challenging Collaborating and finding impact by caring about by taking personal learning, experimenting ourselves and others strength through customers, colleagues ownership� and adapting� to do better� respecting and embracing and communities� new perspectives� STAKEHOLDERS Government, Customers Colleagues Environment Suppliers Community Investors Trade Bodies and Regulators MAIN BRANDS PHOENIX GROUP HOLDINGS PLC ANNUAL REPORT & ACCOUNTS 2019 3 The Phoenix Group timeline We inspire confidence through our history OUR HISTORY and growth. Phoenix has been a recognised name in the insurance world since 1782. AT A GLANCE It has grown to become Europe’s largest life and pensions consolidator. Resolution Life Group acquires UK life operations of Royal & Sun Alliance Edinburgh Phoenix & Glasgow Britannic acquires Assurance Assurance life operations of established established Allianz Cornhill Resolution plc Standard Life Britannic acquires Abbey Assurance acquires National’s life established Alba Life business 1782 1806 1825 1835 1836 1857 1999 2001 2004 2005 2006 2008 NPI Abbey National Pearl Group established acquires Scottish acquires Provident Resolution plc Pearl Group created Pearl Loan London Life Company established Resolution Life Group established merges with Britannic Group plc and becomes Resolution plc 4 PHOENIX GROUP HOLDINGS PLC ANNUAL REPORT & ACCOUNTS 2019 STRATEGIC REPORT Successful Transferred approximately completion £5bn of annuity liabilities of two to Guardian Assurance acquisitions – AXA Wealth’s Liberty pension and Acquisition protection Holdings businesses (International) Divestment and Abbey acquires of Ignis Asset Life Assurance Pearl Group Management Company Limited 10 m POLICIES £248bn ASSETS UNDER ADMINISTRATION c.4,400 EMPLOYEES 2009 2010 2012 2013 2014 2015 2016 2018 2019 Phoenix announces the acquisition of ReAssure Group plc for a total consideration of £3.2bn Successful debt Phoenix acquires Standard re-terming and Life Assurance businesses equity raising and enhances strategic of £250m partnership with Standard Life Aberdeen PLC Pearl Group renamed Investment grade Phoenix Group Holdings credit rating and