Understanding health challenges and developments allows us to develop better products and improve customer service. Deeper insight about the health of the nation also enables us to set pricing and premiums more effectively. Health care systems around the world are facing enormous challenges as they try to cope with ageing populations and continuing economic and financial pressures.
In the coming decades the demographic composition of nearly all populations in the developed world will change significantly with dramatic increases in the numbers of elderly people. This will lead to major changes in healthcare and welfare provision.
Working with a number of charities, we have provided valuable training for employees handling calls from customers with a critical illness. Our claims teams have been working with a number of charities to enhance the service we offer to our customers. We also direct customers to relevant charities for additional support where appropriate.
Organisations who have provided training and expertise to our front line teams include the Samaritans, Macmillan and Friendly Faces.
ADVICE FROM MACMILLAN
We are working with Macmillan and Legacare, a small social enterprise in the northwest of the UK, to actively campaign around issues of the right to free legal advice in the last few weeks of life. This new pilot will look to see whether a missing part of people’s palliative care can be delivered in key hospitals or remotely to all beneficiaries including Legal & General’s customers.
HELPING EMPLOYERS WITH THE BRITISH HEART FOUNDATION
In 2012, we provided Health and Wellbeing seminars to 12 major UK employers as well as running joint Health at Work regional seminars for employers interested in creating healthy workplaces. This has resulted in a movement with over 4,300 members interested in creating better and healthier workplaces.
IMPROVING MENTAL HEALTH IN THE WORKPLACE
We work with a number of mental health charities to inform the services we offer our customers. We have asked Rethink Mental Illness to independently review our services to clients and endorse them if they thought we had produced something good. They challenge us on our approach to providing services to our clients and help us to continuously improve through training for our employees and customers on the latest tools and techniques to deal with stress. We also have regular policy discussions on the latest mental health issues and run joint branding and marketing activity at key events and seminars.
In September, we launched a new campaign, ‘Stress in the City’, aimed at raising awareness of stress and mental health illnesses in the financial services sector. The campaign won praise from Charles Walker MP, Chair of the All Party Parliamentary Group for Mental Health, who, speaking at the Second Reading of the Mental Health (Discrimination) Bill, congratulated us for addressing mental health and tackling stigma.
OUR INDEPENDENT CLAIMS PANEL
We have created an independent claims panel to provide independent reviews of the critical illness payout decisions for our customers.
Our policy is to treat employees without discrimination and to operate equal opportunity employment practices designed to achieve this end. The Group’s policy on diversity includes giving full and fair consideration to applications for employment made by all persons; to continue, wherever possible, the employment of staff who become disabled and to provide equal opportunities for the training and career development of all employees.
For 2013 to 2016, our executive committee has looked at the longer-term issues that matter to society and our customers in the form of a materiality analysis.