Legal & General’s Retail Protection business has launched a new digital claims submission process for single and over 50s life insurance policies, enabling third parties such as beneficiaries, trustees and estate executors to make claims online.
The new customer-facing Claims Portal extends L&G’s digital capability to cover all retail protection claims, following the earlier rollout of online submission for joint life, health and income protection policies.
The portal is designed to streamline the process, offering faster turnaround times, 24/7 access and improved transparency for claimants at what the firm described as a difficult time.
Claimants can provide all required information online, including policy details, personal information and supporting documents such as death certificates, claimant identification and grant of probate.
The system offers secure upload functionality and regular updates, allowing users to track progress throughout the claims journey.
L&G first introduced digital claims in 2023 via its self-serve My Account portal. Since then, the company said the average claims timeline has reduced by nearly two weeks, with more than 70% of customers now preferring to make claims online.
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.”
