Legal & General has turned to the Samaritans for specialist training and advice on how to handle potentially difficult or sensitive calls with customers who are making a claim. The training is designed to equip claims handlers and those in operational support with the skills needed to offer a compassionate and efficient service.
Stuart Johnson, Legal & General, says: “ People who are claiming on their own policy or on behalf of a relative who has recently passed away, will be going through a very tough time and their emotions will be running high. Our staff need training to know how to deal with people in this situation in a way that allows us to offer a friendly and professional service. These customers have enough to cope with already and they just want us to deal with the claim in a timely and efficient manner.”
Legal & General also offers its customers a confidential 24-hour medical and bereavement helpline through Capita Assistance. This service is for customers and their families at any point, not just at the time of a claim. Qualified counsellors are on hand to offer practical advice on medical and health care, information on social services and state benefits, details of self-help groups and advice on legal matters linked to bereavement.
Legal & General donated £1000 to The Samaritans as a contribution towards funding the valuable work that the organisation does.
Private medical insurance: News update: 17 September 2007