We want to reassure you that at Legal & General we’re here to support you.
Since the initial emergence of the COVID-19, we’ve been working hard to ensure any impact on our service to customers - both advisers and consumers - is as minimal as possible.
Following the Government announcement on Monday evening, we’ve been working to respond swiftly to the new social distancing guidelines. The health and safety of our people, delivering our financial commitments and reassuring our customers and partners has never been more important.
We recognise that this is a testing time not only for our end customers, but also the adviser community. Many of you are small businesses or self-employed and we want to help you in any way we can.
Legal & General Home Finance
We remain open for business and the majority of our staff are now able to work from home. We’re available across the usual channels.
- Our approach to property valuations is changing
In common with much of the market, we’ve stopped physical valuations. This applies to both new business and pipeline applications where we haven’t yet carried out the valuation. We’re working as quickly as we can to implement an alternative way of valuing without a home visit. This will require changes to the way we do business. In the meantime, we’ll continue to receive mortgage applications and will update you on further details as soon as possible.
- We’re offering payment holidays for Optional Payment Lifetime Mortgage (OPLM) customers
We’re currently letting OPLM customers miss up to 3 monthly interest payments, without these counting towards the 6 missed payments, allowed in the product terms. We hope this will help those who find themselves in financial difficulty due to COVID-19. If they wish, all OPLM customers continue to have the ability to stop making monthly interest payments at any time and convert to interest roll-up.
- Our approach to valuations has changed. We’re now moving to desktop valuations. Read our desktop valuations article for more information about this process and how this will affect our valuations.
Our approach to property valuations is changing
Legal & General Retail Retirement Income
Our Cardiff operation is responsible for servicing millions of customers. To ensure the safety of our people, we’ve taken the decision to close the office for all but key workers. We’re in the process of transitioning all customer service staff to work from home. Our focus is on ensuring we continue to support customers, many of whom are older and some vulnerable. Our Key Account Managers are still available via email and mobile.
We’ve prioritised critical payment services and bereavement services
We’re making sure essential services are carried out, including:
- Making payments to customers
- Processing bereavements
- Setting up spouse pensions, where applicable
- Making key changes to customer details
At the moment, our phone lines will be open for queries relating to these essential services only. All other phone lines are temporarily unavailable.
- Quotes are currently only accessible via broker portals but there may be delays in processing applications
As we focus on providing critical services, new business quotes for annuities and fixed term annuities are temporarily only available via the portals and we’re not currently taking calls relating to new business. If you have an existing application with us, we expect this to take longer than normal. Please bear with us as we work as quickly as possible to get services back up and running. We’ll let you know as soon as they are.
Legal & General remains financially strong and well-capitalised.
While COVID-19 undoubtedly presents uncertainty for us all, we are confident we will keep delivering for our customers, as we have been for over 180 years.
We have prioritised essential services, including payments to our customers and we will continue to support them, and you, in every way we can. We are paying particular attention to our customers that are most vulnerable.
We know that at times like these your clients will be looking for even more guidance. As well as our online systems, our teams are ready to support you:
We’ll continue to keep this page and our site up to date should anything change.