Our 2020 Claims Statistics
In 2020, we paid over £763 million across our Life, Critical Illness Cover, Terminal Illness Cover and Income Protection to support 15,855 customers and their families. That’s £32 million more than 2019 and raises the total amount Legal & General has paid in individual protection claims over the last five years to nearly £3.2 billion. Our claims figures demonstrate our commitment to be there for people in their time of need.
The emergence of Covid-19 had an unprecedented effect on billions of lives last year, and continues to do so. We were able to support 1,214 families who sadly lost loved ones due to factors attributable to Covid-19, paying out a total of £39 million in individual life insurance* claims.
Last year also saw the introduction of our Long Covid Intervention Package, which is available to all income protection customers who experience fatigue and associated symptoms following Covid-19. The package includes eight hours of therapy assessment and rehabilitation time.
How we’re going further for our customers
Our claims statistics aren’t just numbers, they’re real people that we’ve supported in their time of need. We have a dedicated customer experience team who continually listen and implement feedback – it helps us improve our services to make sure we’re always there when you need us most.
- Trained claims handlers - We have over 60 trained claim assessors who handle each claim with compassion and understanding. Claimants have a named point of contact, providing regular updates as agreed and we also support digital documentation, unless paperwork is preferred at the claimants’ request to enable a quicker and easier experience.
- Simplified claims journeys - We’ve created a bespoke claims system to simplify the claims journey. It will help shorten end to-end times for our customers who are making claims, and give us the ability to communicate regularly, keeping them up to date with the progress of their claim.
- PDG Claims Charter - We’ve signed up to The Protection Distributors Group Claims Charter as part of our commitment to deliver the highest standards to our customers throughout their claims process.
After all, our statistics are more than just numbers; they are real people that we’ve helped in their time of need, find out how we're supporting your clients and how you can help us pay more claims.
*Life & Over 50’s life insurance
If 2020 has taught us anything it is that protection has never been more important. One in ten of all death claims were paid out because of Covid-19, something that wasn’t even on our radar 18 months ago, which further emphasizes the benefits of insurance. It also reiterates the importance of seeking help; early intervention is key, which is why our income protection includes help and support for customers to access as soon as they’re ill, because the sooner we know, the sooner we can help prevent their health problem from progressing. Paying claims is at the heart of what we do, but for us it has always been about the people behind the claims. The past 12 months has highlighted those individual stories more than ever, and we have adapted our offering - including the launch of our Long-Covid support programme - so we are able to be even more focussed on giving our customers and their loved ones the financial support they need, when they need it the most.
Our 2020 Claims Statistics in Detail