Case Study: Legal & General improves customer claims communication with Netcall

Improving efficiency and customer communication with a smooth customer journey

Legal & General, a leading UK financial services provider, needed a better way to manage claims for vulnerable customers within its Retail Protection business. The team wanted a solution that would improve efficiency, give service advisers ready access to claims information, and create clearer communication throughout the customer journey. Netcall provided the low-code intelligent automation platform Liberty Create for the project.

Legal & General designed the MyClaim application in Netcall’s Liberty Create platform to streamline claims process management from start to finish. The system guides advisers through decision-making and sends automated messages to customers on their preferred channel, helping the team deliver a smooth journey and faster responses to change requests. Legal & General said the system was up and running in a much shorter space of time than originally expected, and the results included more efficient claims processes, enhanced communications, and better customer communication.

Legal & General

Paul Buckle

Change Manager