Those two points are not internally consistent
Why? Swaptions are liquid assets. Trading costs do not vary much from bonds.
The most recent versions have a money back on retirement (on pensions) or after 10 years (on investments) guarantee, far less generous than in the past. This guarantee, as well as commissions and expenses, would have been priced into management charge, bid offer spread, etc.
The overall charges are transparent and the benefits are transparent. If you are saying that the customer does not know what proportion of their charges are to cover each of commissions, expenses, guarantees and profit margin, then you are right. I suspect the pricing of individual elements would be commercially sensitive though and not alone would the company not be obliged to divulge this, but it would actually be imprudent to do so!