Legal & General has confirmed its claims and underwriting team will remain fully operational with up to 90 per cent of their workforce working from home.
The insurer has reiterated its commitment to providing a fair and thorough claims approach and to paying all valid claims to support policyholders during the current crisis.
However it has stated that there may be underwriting delays in the future due to the “understandable challenges” in obtaining evidence from customers, GP surgeries and other third-party medical providers.
L&G’s underwriting team will will continue to review new case assessments within four hours, while any medical evidence receipts will still be assessed within a five-day window.
L&G is encouraging intermediaries to utilise the company’s digital communications systems as the primary and most efficient approach to avoid potential wait time for calls.
The business has taken measures to ensure that all updates and information will be available to intermediaries via these online platforms. User systems will remain available 24 hours a day and will be the most effective method for advisers to locate the information they require.
Due to the impact of Covid-19, L&G’s call centres will be operating at a reduced capacity as the business continues to fully equip these teams to work from home. Thee will be open 9am – 5pm Monday to Friday.
Legal & General managing director, distribution, Ali Crossley says:
“We wanted to update our intermediary partners about our approach to customer service during these uncertain and unprecedented times.
“We have taken a number of steps to ensure our teams can best support intermediaries and their clients, and both our claims and underwriting functions remain fully operational while working from home.
“As we continue to equip our call centre teams to work from home, we encourage advisers to utilise our digital communications systems and tools to find the information they need at this time.”
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