Elevating customer claims experiences

Improving efficiency and customer communication with a smooth customer journey

Legal & General

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.

Legal & General

“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

“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

  • Streamlined claims process management
  • Smooth customer journey from start to finish
  • Enhanced customer communication
  • 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.



customer communication


efficient claims processes


customer journey

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