Press releases

Legal & General Retail Protection launches online claim submission capability

Customers can access the online service through the protection self-serve portal, My Account.

13 Sep 2023

Full press release

  • Delivering unmatched convenience to policyholders and financial advisers.
  • Customers can now choose to submit a claim via telephone, online or through a financial adviser

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, Legal & General: "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.”

Further information

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Koren Byrne-Hunte

PR Manager

Legal & General Retail

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 management (as at FY23) of which c40% (circa £0.5 trillion) is international.

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

As at 7 June 2024, we estimate the Group’s Solvency II coverage ratio to be 224%.

As at 11 June 2024, Legal & General has a market capitalisation of £14.6 billion.

Legal & General Retail helps create brighter financial futures for all our customers. The division covers the savings, protection and retirement needs of our c.14 million retail policyholders and workplace members.  

In 2023, we had total individual annuity sales of £1,431 million, and issued £299 million of Lifetime Mortgages and Retirement Interest Only Mortgages. Our Workplace pension platform served 5.2 million members, while our Protection businesses gave peace of mind to several million direct, group and US customers, taking in £1,991 million of UK and $1,584 million of US gross written premiums.