Legal & General has launched an online claim submission facility following a successful pilot over the summer.
Available through Legal & General’s protection self-serve portal, My Account, the new feature empowers policyholders in a bid to offer a more efficient and simplified claims process.
Customers with eligible products can now submit a claim and any supporting information digitally and once submitted, they can track the claim with real-time status updates.
The insurer said the key benefits of the new online claims submission capability for customers include:
- 24/7 access to suit their needs at a difficult time
- Reductions to average claim timelines
- Ability to safely upload documents in support of the claim(s)
- Ability to track the claim status and progression
- Quick access to supporting organisations and other means of contact, if required
Karen Fuge, head of claims, retail protection at Legal & General, said: “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.”