Case Study: Legal & General America achieves faster onboarding and $400K annual savings with DocuSign

How Legal & General America Empowers Agents at a Lower Cost with DocuSign

Legal & General America, the U.S. life insurance operation of Legal & General Group, sells policies through independent brokers and issued $83 billion in new coverage in 2012 to 971,000 policyholders. The company faced slow, paper-based agent workflows—each policy passed through six hands, took about a month to complete, lacked process visibility, and incurred roughly $8 in overnighting fees per policy—forcing a choice between digitizing agent processes or moving to direct carrier-to-customer models.

Beginning in 2008 they implemented a DocuSign-based agent portal that sends ePolicies simultaneously to agent and customer, preserving the agent relationship while creating an end-to-end electronic workflow. Electronic transactions rose from 1% to 20% (projected to 75%), new client cycle time was cut from one month to two weeks, agents gained zero-cost transactions, and the carrier saved about $8 per policy—roughly $400,000 annually—in overnighting fees.

Legal & General America