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