Legal & General’s retail protection business has digitised its claims submission process for single and over 50s life insurance policies enabling online life claims.
The insurer said that meant it had a fully digital journey for all retail protection claims.
The new portal aims to streamline the process with faster turnaround times and improved transparency throughout the claims journey, providing claimants with 24/7 access to cater for their individual needs during difficult times, it added.
Claimants will be able to provide all required information in support of the claims made, including their personal details, credentials, role being assumed in the claim and, most importantly, the details of the life assured and policy details.
The portal’s upload capability also ensures the secure and comprehensive submission of all claim details, including death certificates, claimant identification and grant of probate.
In addition, claimants will be provided with regular updates and will be able to track the progress of their claims.
The life insurance claims process has been a keen focus of the Financia Conduct Authority (FCA) across the whole protection insurance market over the last year.
In November 2024, the FCA told life insurers to settle death claims quicker and improve how they monitor claims times or face further action.
That was followed in April by revealing it is planning to begin work this year on implementing digital service standards for electronic death verifications.
Following the launch of L&G’s digital offering, the average claim timeline has been reduced by almost two weeks, and over 70% of L&G customers now prefer to apply for claims online, rather than over the phone, the insurer said.
James Shattock, managing director of UK protection at L&G, said: “The death of a loved one is an immensely challenging and uncertain time, which is why we’re committed to making the claims process as efficient and transparent as possible.
“It’s so important for people to have the flexibility to navigate the often-difficult claim journey in the way they want to, at a time that suits them.
“We’re proud to see how our digital claims offering has driven better customer outcomes, and the digitisation of single and over 50s life claims will help improve the experience of many third-party claimants throughout the claims process.”
