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Partner Content by Legal & General

A customer-designed experience: what great service means for Legal & General

At Legal & General, we know good customer experience does not happen by chance. We’ve listened to your feedback and have designed our products and processes with the customer front of mind – both you and your client. These developments to our service mean that our dedicated team is empowered to support advisers with a service tailored to the needs of you and your business.

Our customer experience is underpinned by four foundations of good service: efficiency, knowledge, flexibility and the personal touch.


We know advisers don’t like to keep clients waiting, so we’ve implemented straightforward systems which deliver prompt outcomes. 

In February 2021, our Retirement Solutions division launched a simplified common quote process for Immediate Needs Annuities. We've pooled the expertise of other providers as well as Medicals Direct Group to produce quick, accurate quotes with an average turnaround time of under 5 days. The new process complements ‘Track My Apps’, a unique and straightforward online tool that helps advisers follow the progress of their new business retirement applications from start to finish, in just a few clicks.

“The secure platform you use is good, and my BDM has been very helpful.” - Adviser, Legal & General Retirement Solutions customer survey

Our ‘quote and apply’ system and fast applications in our Home Finance business continue to provide an efficient service to advisers, taking on average 22 days from application to offer. We provide regular email communication at every step of the process, so advisers feel supported and informed, reducing the need for phone calls requesting progress updates.


We’ve delivered regular training to ensure our staff understand how our product range can be tailored to customers in every financial situation. By working collaboratively across both sides of the business, we’ve ensured that all technical queries can be answered with the same level of excellence; be it about an annuity or a later life mortgage.

“Very helpful and knowledgeable support staff and underwriters. They dealt with a new application as well as a death of a client very professionally and efficiently.” - Adviser, Legal & General Home Finance customer survey

Beyond day-to-day service, we’re committed to growing the adviser market; we offer highly rated technical workshops, webinars and educational material to help build adviser knowledge and confidence. This year alone, we've helped more than 1,600 advisers advance their skills through our events and highly commended ‘In Conversation With’ livestream series.


We appreciate that no two customers are the same for any adviser, so we believe it’s important to offer a service that can be tailored to the individual needs of each client. The range of options on all our products are regularly reviewed by our product and underwriting teams.

In Retirement Solutions, our underwriting team consider customer needs through enhanced rates where customers have serious medical conditions or considerable lifestyle health risks.

In Home Finance, a dedicated underwriter sits within our Sales Support team to provide guidance on property suitability and to identify where criteria can be flexible to meet the needs of a customer. Our suite of later life mortgages offer the ability to make partial repayments, borrow additional cash and move home.