Press release

Legal & General launches customer risk and opportunity management programme for intermediaries

Legal & General has today announced the launch of its new “Customer Risk and Opportunity Management” data programme, which will analyse a wide variety of trends and correlations to provide unrivalled insight into the customer experience.

12 Feb 2018

Press release

The new data programme will use Legal & General’s data to deliver an even better quality of business to end customers
Initiative leverages software from Tableau, the leading expert in visual analytics
Rich data analysis will make it possible to learn more about customers and allow intermediaries to provide a highly personalised service

The new service was announced at Legal & General’s annual Business Quality Awards on Thursday 8th February 2018.

Using Legal & General’s customer data and Tableau’s software, the data programme will analyse trends and correlations relating to sale, retention, underwriting and claims experience. As a result, the insurer will be able to ask new questions, spot trends and patterns, identify opportunities and future risks, and make data-driven decisions with confidence, rapidly and conclusively. Legal & General can then create dashboards and visualisations of the output to share with its partners.

The key insight obtained from this data will ensure that positive customer outcomes are continually delivered by intermediaries. The software will be launched with selective intermediary partners in Q2 2018, with a full roll out planned for the second half of this year.

Rob Gaunt, Head of Commercial Management and DQM, Legal & General said:

“We are very excited to announce the launch of our Customer Risk and Opportunity Management programme at this year’s Legal & General’s Business Quality Awards. We have been working with Tableau for quite some time to ensure we can utilise the right data for our partners, with the aim of delivering even better quality of business to our customers."

“As the market’s leading visual analytics provider, Tableau will enable our partners to identify opportunities and future risks to make data driven decisions with confidence. We believe our insights will help deliver extremely valuable customer insights about and we are excited for the year ahead as we plan our full launch.”

Notes to editors

Established in 1836, L&G is one of the UK's leading financial services groups and a major global investor, with £1.1 trillion in total assets under management (as at FY24) of which c. 44% (c. £0.5 trillion) is international.

We have a highly synergistic business model, which continues to drive strong returns. We are a leading player in Institutional Retirement, in Retail Savings and Protection, and in Asset Management through both public and private markets. Across the Group, we are committed to responsible investing and dedicated to serving the long-term savings and investment needs of customers and society.

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