Press releases

Legal & General announce winners of 10th Annual Business Quality Awards

Legal & General, the UK’s number one individual life insurance provider, has today announced the winners of its 10th annual Business Quality Awards (BQA)

23 Jun 2021

Full press release

  • Legal & General’s annual awards celebrate firms and networks who have delivered exceptional levels of customer service
  • 13 award category winners announced including Best Customer Retention Performance and Customer Excellence
  • Total of 75 entries received from firms of all sizes from across the UK for Outstanding Customer Outcome

Legal & General, the UK’s number one individual life insurance provider, has today announced the winners of its 10th annual Business Quality Awards (BQA). Launched in 2011, the awards recognise the protection industry’s standout performers who have delivered exceptional levels of customer service and retention of business.

This year the insurer received a record number of entries for its Outstanding Customer Outcome award which recognises the businesses who over the last 12 months have created an exceptional end-to-end experience for their customers, with entries from firms demonstrating how they have adapted to the significant challenges that 2020 has brought. A total of 75 firms made a submission to this category with the calibre of entries stronger than ever.

The winners of the 2021 BQA awards are as follows:

Outstanding Performance

Direct Life & Pension Services Ltd

Best Reinstatement (EBAH / EWS)

Secure for Life

Best Customer Retention Performance

Protect Line Ltd.

Customer Excellence: Networks & Strategic Accounts


Customer Excellence: Firms

The Finance Planning Group

Data Precision

L&C Mortgages Ltd

Protection Written in Trust

Cavendish Online Ltd

Special Recognition

First Mortgage Ltd

Outstanding Customer Outcome 1-10 employees


Outstanding Customer Outcome 11-50 employees

Key Solutions Mortgages

Outstanding Customer Outcome 51+ employees

Assured Futures

Network & Strategic Partner Quality Performance

Mortgage Advice Bureau

Best Supporting Account Manager

Wayne Holcombe (Strategic Account Manager)

Due to current Covid-19 social distancing and venue restrictions, Legal & General is conducting the celebrations from afar this year with hopes of returning with a celebratory face-to-face event in 2022.

Craig Brown, Director, Intermediary, Legal & General: "Now in our 10th year, the Legal & General Business Quality Awards champions those firms and advisers who are making a difference and delivering for their customers when they need it most. This year is therefore particularly poignant given how the industry has adapted to the many challenges presented by COVID-19 with the calibre of entries for Outstanding Customer Outcome extremely strong. We remain committed to supporting intermediaries and demonstrating their value as part of our drive to grow the overall protection market. Unfortunately, we won’t be celebrating together this year due to COVID-19 restrictions but we will be raising a glass from afar and hope to celebrate next year. Once again, a very big congratulations to all our winners."

Further information

Notes to editors

Established in 1836, Legal & General is one of the UK's leading financial services groups and a major global investor, with £1.2 trillion in total assets under management1 of which 40% is international. We have a unique and highly synergistic business model, which continues to drive strong returns. Legal & General provides powerful asset origination and management capabilities directly to clients, which also underpin our leading retirement and protection solutions. We are a leading international player in Pension Risk Transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. Our purpose is to improve the lives of our customers and create value for our shareholders. Through inclusive capitalism, we are investing in long-term assets, such as real estate and infrastructure, that can help build a better society for the future.

1Data as at 31 December 2023.