Satisfaction with customer service
Just over half of the customers surveyed rated us positively for our customer service, slightly above the industry average.
Half of our customers rate the Customer Service Centre positively. This is down on last year, and we will continue our work to improve in this area. On a positive note, we are pleased that our rating for being easy to do business with has continued improving to 87 percentage points.
Our scores relating to our ability to resolve issues in a single call, and for ease of getting through to the right person, have also continued to improve, up 4 and 3 percentage points respectively.
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Just thinking about the customer service you receive from Legal & General, how satisfied or dissatisfied are you with them?  |
How would you rate the Legal & General Customer Service Centre?
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Level of agreement with statement  |
Claims and Payments  |
% Rating Excellent/Very Good
Some scores may be subject to rounding
Base = All claims or payments in last 9 months
Source: ORC International
Over half of our customers rate us positively for our claims and payments process, our score this year has improved by 5 percentage points and is still above the industry average.
We are very proud of the work we have done to improve the claims and payments process. It’s vital that we are there when customers need us and that we deliver on our promises. We’ve seen an increase of 8 percentage points in the rating of the speed with which a claim was settled to 63 percentage points. Our rating for how we communicate with customers during the claim process has improved from 46 to 49 percentage points.
For our protection products, we understand that making a claim often occurs at a difficult and stressful time for customers. We have introduced new procedures to improve the claims process and so help ensure a more positive experience for our customers. We train our assessors to be sympathetic and professional, and to help customers through every step of the claim process.