THERE FOR YOUR CLIENTS WHEN THEY NEED US MOST
Our latest claims statistics show the importance of protection is as strong as ever – and an increasing need for well-being support services .
In 2022 , we paid £ 883 million in claims to 17,768 clients and their families . That ’ s 48 families every day ; two families every hour .
Supporting your clients and their families during life ’ s most difficult moments is the real story behind our business . But in addition to financial support , there ’ s been an increase in customer use of our well-being services .
Supporting your clients ’ well-being
Your clients have access to additional support through Umbrella Benefits , a package of value-added services and optional benefits to supplement their NHS support whenever they need it .
The bespoke benefits of Well-being Support and the Rehabilitation Support Service are offered as standard , making tailored practical and emotional support for physical and mental health conditions readily available .
Something to smile about
Project Smile supports children going through a difficult diagnosis and aims to help make a difference to the whole family . For every claim relating to a child ’ s illness paid , we send a gift to the child , helping bring a smile to their face . In 2022 , we sent 87 gifts to children aged from under one year up to 19 years old .
We recognise that a child ’ s illness affects the whole family , and Project Smile gives our claims assessors a unique opportunity to make a difference beyond just dealing with a claim .
Our dedicated client experience team
Our claims team ensures that client feedback is acted upon , and improvements are made . We ’ re signed up to the Protection Distributors Group ( PDG ) Claim Charter , reinforcing our dedication to delivering the highest standards to customers throughout their claim experience .
A process you can trust
Creating brighter financial futures is at the heart of what we do . That ’ s why we ’ ve improved our claims process further and put more support in place .
We ’ ve seen cases where clients have applied for new policies but our underwriting team has spotted they have existing cover in place . In some cases , there ’ s potential to make a claim .
In several of these cases , we could pay out for a valid claim and refund the premiums back to the date of diagnosis . Some have dated back as far as seven years .
Helping us pay more claims
Did you know , of the small percentage of claims not paid , 8 in 10 were because of ‘ deliberate or reckless misrepresentation ’? Thirty percent were due to lifestyle and nearly 40 % of misrepresented claims occur in the first two years .
We ’ re in the business of paying claims and it ’ s important that we work with you to ensure your clients stand the very best chance of having their claim accepted .
Meeting the people behind the numbers
Our customer stories show the real-life value of protection . Not only can these stories show your clients the financial support protection offers , but the practical and emotional support it brings too .
Read our latest protection claims statistics report and summary at : adviser . legalandgeneral . com / claims
We also have over 60 Samaritan-trained claims assessors , so every claim is handled with compassion .
| PROTECTION ADVISER | AUTUMN 2023 | 35