Legal & General continues to be the leading provider of death and illness insurance products in the UK. In 2011 we delivered improvements to make it easier for individuals to access cover, launching simplified underwriting in the first quarter of the year, enabling us to provide certainty of cover to three quarters of applicants at the point of sale. This system can also now be used for third-party consumer online websites.
Customer service and retention of policies have both improved and we have cut the time taken to process claims. We work continuously on initiatives to reduce claims payout turnaround times. Investment in process development has enabled costs to be significantly lowered allowing reductions in premiums for customers, retention of competitive pricing positions and improved returns for the business.