News Archive
Legal and General links with Merlin Claims
14/05/2009
Following a comprehensive review of the way in which household insurance claims are managed, Legal & General has decided that by working more closely with one of our existing suppliers, we will be able to deliver a more efficient and cost-effective service to our customers. To achieve this as from 1 May 2009 Legal & General has signed a three year agreement with Merlin Claims.
In future, our customers will benefit from having access to a team of claims handlers from both Legal & General and Merlin Claims, who will work together to support customers throughout their claim, from the minute they notify Legal & General. Working in this smarter way, customers’ claims will be validated more quickly and resolutions found more promptly.
Andy Webb, operations director for Legal & General&s general insurance business, said: “When we were conducting the review we listened to comments made by our customers who, as well as expecting a high quality service, are increasingly looking for someone to handle their claim in a more personal way. We believe that this means having front-line claims handlers who fully understand the claims experience and so are able to enhance our excellent reputation for service. With our claims teams working alongside the experienced claims handlers from Merlin, our customers will now have their claims managed in a way that delivers a superior customer service. Individuals will have increased responsibility so where appropriate they will be able to offer more ingenious claims solutions tailored to customers’ needs.”
Richard Webster, CEO at Merlin Claims, commented: “We have been working in partnership with Legal & General for a number of years and like them, place considerable emphasis on customer service and are of the opinion that there are opportunities to significantly improve the claims experience for both the insurer and their customers. By securing this contract, we have illustrated our different approach to claims management, the strength of our expertise and are delighted to be involved in and leading a development that marks a step change for claims management, in the industry.”