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Adviser Centre

Business Quality.

£125.3m claimed as a result of our Early Warning System

Since 2010 we have paid out a total of £125.3m for policies that were reinstated as a result of our Early Warning System (EWS). At Legal & General we understand how important it is to retain the business you’ve worked so hard to get.

To support you and your business we created a dedicated business quality team in 2010 who can provide industry expertise, experience and knowledge. The aim of this specialist team is to deliver consultancy services and a programme that can help develop results to improve your commercial performance and client outcomes.

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Our brand new brochure details every aspect of our programme and how it could help you improve your business quality and customer retention. 

Click on 'Useful Information' or 'How to Guides' below for more.

Business Quality Tips
  • Dedicate resource or focus on lapses using our EWS, to achieve good reinstatement and retention rates
  • Review Key Performance Indicators (KPIs)/metrics and continually look for areas to improve further
  • Develop and maintain a constant staff improvement programme; training and coaching; development of skills and capabilities
  • Install customer satisfaction and outcome related performance management schemes
  • Ensure you have a Customer Relationship Management (CRM) programme with a progressive client contact strategy, including social media
  • Offer value add services, e.g. trusts, wills and loyalty programmes
  • Use our best practice support to improve current service
  • Work closely with us to develop better systems, controls, processes and outcomes


  • 1 in 8 of your clients will cancel their policy within the first 12 months.
  • As a result, advisers lose £20m in commission terms within the first 12 months.
  • Since 2010, 1,990 customers and their families have benefited from their advisers using our EWS
  • £23.4m has been paid out this year for protection policies that were reinstated as a result of our EWS in 2015.
  • On average, a typical adviser will lose at least 10% of policies placed on risk.

For more information or support please see our sales support below or contact your dedicated business quality team at   

Early Warning System

Early Warning System alerts notify you if protection policies are in danger of lapsing


Customers who do not keep their policies are obviously at risk of losing critical benefits for themselves and their families. Our market leading electronic Early Warning System, specialised business quality team and strategic focus have led to fewer cancellations year on year


Duncan Finch,
Executive Managing Director, Insurance, Legal & General