L&G Announces Winners of 15th Annual Business Quality Awards

The word from L&G as they recognise success;

L&G has announced the winners of its 15^th annual Business Quality Awards, recognising firms and advisers who have delivered exceptional customer outcomes and strong retention of business. This year, the awards were held at the ICC Birmingham on 1^st July and hosted by author and comedian, Dominic Holland.

L&G received 75 entries across its submission-based categories, recognising excellence in customer service, claims support, innovation and long-term care. The new ‘Best Claims Performance’ category highlighted firms delivering outstanding support through the claims process, while the returning ‘Hero in the Middle’ category celebrated individuals who go above and beyond for their clients.

Keynote speaker James Shattock, L&G’s MD of Protection and Retail Retirement, highlighted the industry’s role in supporting customers throughout the protection journey, not just the paid claim. He pointed to L&G’s strong claims performance, with a record Net Promoter Score of 81% in May 2026, alongside innovation such as its Electronic Pre-Sale Underwriting tool for firms and advisers, accessed 40,000 times since its April launch.

Julie Godley, L&G’s Director of Intermediary, hosted a fireside chat with SBG account manager Toni Martin, exploring the value of protection through Toni’s family’s experience of serious illness. The conversation highlighted the empathy behind every claim and the vital role advisers play, alongside strong partnerships, in delivering meaningful customer outcomes.

New for 2026, L&G’s Account Director, Wayne Holcombe, and Market Development Manager, Georgia Perkins, hosted a live podcast at the event on how advice, technology and people combine to improve customer outcomes, joined by Waddle Insurance’s Nathan Wootton and L&C Mortgages’ Sidney Wager.

The awards were independently assessed by L&G.

The winners of the 2026 Business Quality Awards are as follows:

James Shattock, Managing Director, Protection and Retail Retirement, L&G, said: “Protection is about more than paying a claim, it’s supporting individuals and families when they need it most. That’s why we’re proud to celebrate the exceptional work of firms and advisers at L&G’s 15^th Business Quality Awards.

“This year, our new ‘Best Claims Performance’ category recognised firms that have gone the extra mile to support customers through the claims journey. These firms have shown incredible empathy, technical expertise and speed to deliver life-changing outcomes for people facing difficult circumstances.

“Our winners and finalists are setting the benchmark for delivering strong outcomes, and their insight and expertise continue to shape how we work with advisers to provide essential support at every stage of the customer journey.”