L&G are streamlining the claims process and progress tracking is perhaps the biggest roadblock in the industry. Knowing where the claim is at exactly helps avoid angry emails, phone calls and employing trained staff to deal with those problems. Not every claim query can be automated of course, but this has to be a step forward in helping people get closer to settlement. Here’s the word;
Legal & General today introduces its latest update with an online claim submission capability. Available through Legal & General’s protection self-serve portal, My Account, the new feature empowers policyholders and offers a more efficient and simplified claims process.
Customers with eligible products now have the option to submit a claim and any supporting information digitally. Once submitted, they can track the claim with real-time status updates.
The key benefits of the new online claims submission capability for customers are:
- 24/7 access to suit their needs at a difficult time
- Reductions to average claim timelines
- Allows customers to safely upload documents in support of the claim(s)
- Customers can track the claim status and progression
- Provides quick access to supporting organisations and other means of contact, if required
For advisers, the new capability is another tool they need to provide support and guidance during their client’s critical moments fostering better client relationships and outcomes.
Karen Fuge, Head of Claims, Retail Protection at Legal & General, comments:
“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. 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.
“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. 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.”