L&G names winners at 15th annual Business Quality Awards
The awards, held at the ICC Birmingham on 1st July, celebrated excellence across protection, claims support, customer service and long-term care.
L&G has announced the winners of its 15th annual Business Quality Awards, recognising firms, advisers and networks that have delivered strong customer outcomes and service standards.
The awards, held at the ICC Birmingham on 1st July, celebrated excellence across protection, claims support, customer service and long-term care, with a new Best Claims Performance category introduced for 2026.
L&G received 75 entries across its submission-based categories, with firms assessed on areas including customer outcomes, innovation, retention and claims support.
Everywhen won the Outstanding Performance award, while First Mortgage took the inaugural Best Claims Performance category.
Mortgage Advice Bureau was named Customer Excellence – Networks, with L&C winning the Consumer Duty award.
The Hero in the Middle category recognised advisers and support staff who had gone above and beyond for clients, with winners including Aidan McMullan of Business Protection Solutions, Romany Youell and Visham Jawahur of Rosemount Financial Solutions, Naomi Jeffs of Waddle and Lisa Kelly of LifeSearch.
During the event, James Shattock, managing director of protection and retail retirement at L&G, highlighted the importance of supporting customers throughout the protection journey and pointed to the insurer’s record Net Promoter Score (NPS) of 81% in May 2026.
He also referenced the launch of L&G’s Electronic Pre-Sale Underwriting tool, which has been accessed 40,000 times since its introduction in April.
Julie Godley, director of intermediary at L&G, hosted a discussion with Toni Martin of SBG, focusing on the value of protection through personal experience of serious illness and the role advisers play in delivering good customer outcomes.
James Shattock said: “Protection is about more than paying a claim, it’s supporting individuals and families when they need it most.
“That’s why we’re proud to celebrate the exceptional work of firms and advisers at L&G’s 15th Business Quality Awards.
“This year, our new ‘Best Claims Performance’ category recognised firms that have gone the extra mile to support customers through the claims journey.
“These firms have shown incredible empathy, technical expertise and speed to deliver life-changing outcomes for people facing difficult circumstances.
“Our winners and finalists are setting the benchmark for delivering strong outcomes, and their insight and expertise continue to shape how we work with advisers to provide essential support at every stage of the customer journey.”
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