Legal & General adds new feature to its self-serve portal

Legal & General has today introduced a new feature to its protection self-serve portal, My Account, to empower policyholders with a more efficient and simplified claims process.

Related topics:  Legal & General,  claims
Tabitha Lambie | Editor, Protection Reporter
13th September 2023
Digital Claims
"Our customers are used to being able to do things digitally and the introduction of online claim submission further demonstrates our commitment to providing better customer outcomes."
- Karen Fuge, head of claims, retail protection at Legal & General

Policyholders will now be able to submit a claim and any supporting information digitally. Once submitted, they can track the claim with real-time status updates. This enhancement of its online claims submission capability means customers will have 24/7 access to suit their needs, reduced average claim timelines, safety when uploading documents in support of the claim(s), and quick access to supporting organisations and other means of contact, if required.

For advisers, this new feature will allow them to provide support and guidance when their clients need them most, fostering better client relationships and outcomes.

Commenting on this improvement, Karen Fuge, head of claims, retail protection at Legal & General, has said:

"We’ve listened and responded accordingly to how our customers wish to interact with us and have received some great feedback during the pilot and initial testing, with 96% of those asked stating that they found the process easy or extremely easy.

Fuge continued: “Since the launch of our pilot at the end of August, we’ve already seen improved referral to submission times and have successfully paid a claim within the same day based on the information submitted by the customer.

“The advanced digital solution is an alternative to and simplifies the traditional paper-based claims process. Allowing policyholders to easily navigate their claim submissions at a time that suits them.”

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