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Improving access for customers

Legal & General is re-vamping its website to help users contact its cu
stomer care team more easily.

Customers can access the new online help service either at the website&#39s help and advice section or at the start of the online pension application section to reach L&G customer services staff.

Through a separate window customers then enter the details of their query and receive an immediate resp onse from one of the customer service team.

The live help facility is available between 8am and 8pm weekdays and between 9am and 5pm at weekends and bank holidays.

The life office hopes its new facility will provide a sense of security for customers taking their first steps on the internet.

L&G director retail customer services Kate Avery says: “Many customers are still wary of using the internet so we are constantly looking at ways we can increase customer confidence and make it easier to use our online services. We already know from online applications for Isas and term assurance that customers have different requirements than when buying over the phone or face to face.”

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