Legal & General has signed up to The Protection Distributors Group (PDG) Claims Charter.
Launched in 2018, the charter outlines a set of standard practices to ensure claimants are provided with quality support and guidance throughout the claims process for protection policies such as life insurance and critical illness cover, making for a more positive customer experience.
The charter sets out that claimants’ queries are responded to within 24 hours, and customers are guaranteed to receive a payment for a successful claim within 72 hours, unless there are external factors outside of the insurer’s control.
Legal & General’s partnership with the Claims Charter also certifies intermediaries to be advised when all claims are made.
Craig Brown, director of Legal & General Intermediary, said: “Making a claim on a life insurance or critical illness policy is often a difficult and upsetting time in peoples’ lives.
“What customers really want at the point of claim is certainty, support and easy access to the information they need.
“That means delivering a claims process which is both straightforward and respectful.
“At Legal & General, we have always been committed to delivering the highest standards.
“Our support of the Claims Charter is formal recognition of that commitment to best helping our customers in their time of need.”
Alan Knowles, chair of PDG, added: “We are delighted to see Legal & General sign up the Claims Charter.
“A smooth and efficient claims process is essential for keeping claimants supported at their time of need.
By signing up to the charter, Legal & General has further demonstrated this commitment to their customers.”