23/01/2012

The beginning of 2012 brought disruption to many, as parts of the UK were battered by storm force winds of up to 111mph. Trees fell on to railway tracks and power lines, lorries blew over on busy roads and flood warnings were issued after rivers swelled.

As you can imagine, many homeowners fell foul of this bad weather and experienced damage to their home and belongings. As a result, customers contacted our call centres in their thousands to report losses over the storm period.

It was certainly all hands on deck at Legal & General between 3-6 January 2012. Here’s what happened and how we dealt with it.

We received 12,300 calls.
• 47% of our normal monthly call figures were taken in just 4 days and 2,900 calls were answered on 3 January alone.

The chart below shows the total number of calls received in an average month.

We dealt with 4,100 storm claims and 6,300 claims in total.
• This equates to 32% of our annual 2011 storm claims volume. The total number of claims received equated to 70% of our normal monthly claims volume.
• Within a week 1236 (30%) of storm claims had been closed with 592 (14%) of these settled on day one.

The chart below shows the total number of storm claims received between 3-6 January 2012.

Our claims flexibility and experience.
The flexibility of our claims centre model enabled us to agree a plan of action, train staff from around the business to take claims calls and adapt our business processes. This ensured that nearly all customer calls were answered, whilst having no impact on your customers’ experience.  

We’re proud of the service that we provide to your customers, especially during extreme weather events which for many can be distressing. A claim is the ‘moment of truth’ for every customer and it’s at this point where Legal & General Insurance can really make a difference and demonstrate the value of our home insurance cover.

Contact us.
If you have any questions please contact your Regional Account Manager or alternatively email gienquiries@landg.com