The challenge
Legal & General is a leading UK financial services provider, offering life insurance, pensions, retirement and investment services.
Within Legal & General Retail Protection, teams handle claims made by vulnerable customers facing life-changing events. With a strong focus on improving the customer experience, they needed a solution that improved efficiency and customer communication.
Ready access to information
Service advisers need easy access to information about claims made by customers — to improve communication and allow them to focus on providing a positive call experience, rather than being weighed down by administrative burdens.
Visible claims processes
To deliver a smooth customer journey and to reassure customers throughout, the service team need a clear view of every claim. To continue to refine that journey, the team needed visibility across all processes to help identify opportunities for efficiency.
“The fact that everything is in one place is good. To have a communications tool and process management system together is useful in sharing information to ensure our customers are served as best as possible.”
Paul Buckle
Change Manager, Legal & General
The solution
Legal & General designed the MyClaim application in our low-code intelligent automation platform, Liberty Create, to streamline claims processes from start to finish.
Designed in an easy-to-use format, MyClaim guides service advisers through the decision-making process for a smooth claims journey.
Keeping other concerned parties informed at every step, customers also receive automated messages on their preferred channel, offering reassurance and enhanced communication throughout their journey.
Their internal automation team is made up of assessors and analysts who understand what’s needed by the business. Once they gathered key requirements from the business, the team set about mapping how claims processes worked, and understanding a minimum viable product, which could be rapidly built in low-code.
Improved agility within the platform means the operations team can roll out regular iterations as they’re needed.
With more automation, claims processes are more efficient.
MyClaim is user-centric, the build team can respond quickly to requests for changes — or where opportunities are found for more efficiency.
Regular updates and upgrades are easier for the team and the ultimate result is a smooth end customer journey from start to finish.
“We have been really impressed with Netcall’s professionalism and overall communications during the entire deployment. The team’s dedication to helping us in our low-code journey meant that the system was up and running in a much shorter space of time than originally expected. Overall, it has been a very positive experience.”
Ian Christopher
Head of Service Development & Automation, Legal & General
The results
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Streamlined claims process management
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Smooth customer journey from start to finish
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Enhanced customer communication
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Quick response times to requests for changes
What’s next
Legal & General’s team is retaining its focus on customer experience and will continue to promote more data sharing. To improve collaboration, the team are using APIs to integrate with other legacy systems across the business to enhance data for service advisers.