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L&G scraps face-to-face adviser support team

Legal & General has scrapped its face-to-face broker support team making all eight roles redundant, Money Marketing can reveal.

The insurer says advisers’ changing preferences means there is no longer a need to have a roving field-based team. All adviser support will be handled by an existing team in Hove that responds to enquires over the telephone and online.

Three of the face-to-face team have been given other roles within the company, though L&G says this could rise.

The team will be disbanded at the end of December.

A L&G spokesman says: “Increasingly IFAs prefer to deal with us over the phone and online. In view of the change in adviser behaviour, it made it sensible to move that support to our Hove office.”

The redundancies follow a major restructuring programme at the insurer. In October 2013, L&G confirmed 600 jobs were at risk as a result of a merger of its savings and protection businesses.

Further details of the restructure were revealed in November, with group protection moving from the corporate to the insurance division, the corporate defined contribution pensions platform shifting to be part of L&G Investment Management and the savings business splitting into “mature” and “digital” divisions. 

The mature division – comprising insured savings and with-profits – will be headed by Jackie Noakes, who was previously L&G Assurance Society chief operating officer and group IT director.

Retail savings managing director Mike Bury will take responsibility for digital.


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There are 21 comments at the moment, we would love to hear your opinion too.

  1. Incompetent Regulators 17th December 2014 at 11:13 am

    About time too. Most companies have been wasting too much time and money on reps who actually offer very little to the adviser.

  2. Ex Broker Consultant 17th December 2014 at 11:17 am

    Sounds like the last of my ex colleagues going 🙁 Good luck to you all!

  3. Not surprised.. the penny drops!

  4. As a member of the IFA Sales Team, I would like to reassure our advisers that we are committed to offering you the suport you require by phone, online AND face to face.

  5. Scrap it… that’s a laugh, I thought they had already scrapped it! I haven’t spoken to anyone face to face from L&G for over 8 years…

    Merry Christmas!

  6. Did they ever have one? I never knew. In 25 years I never saw a soul. From my perspective then they will hardly be missed.

  7. Interested Observer 17th December 2014 at 3:38 pm

    Such a shame. SILVER LINING Vitality LIfe (AKA PruProtect) are hiring. Message me back if interested and I’ll refer you on.

  8. This would be the same L&G who underwrites to oblivion and makes it nearly impossible to place any business with them. 100% premium loadings for plain term assurance life cover are accepted at standard terms by the opposition, so guess what? I now go to the opposition first. I don’t like hearing about any job losses but what did these guys actually do?

  9. Jinker

    So true. The reason is simple./ They draw you in on the comparison sites – Assure Web etc – with blatantly false figures. If you are daft enough to submit an application you soon find out that even if you are an Olympic athlete they will find a reason to up the premium.

    I don’t even bother to look at their figures anymore.

  10. Harry Katz | 18 December 2014 9:48 am

    As a former member of a network there always was a drama about why we hadn’t selected the cheapest quote. Having tried L&G and Ageas for a few cases where they either declined the cover or loaded beyond expectation considering I’ve done this a long time and saw the medical questions being answers. Said network finally agreed that cheapest wasn’t always best. As you say; we now just ignore their quotes and won’t use these companies because of the problems in the past. When you get a decline because someone had sprained their back gardening 3 years ago and never had a problem before or since you begin to understand the village idiots are alive and well and live in the underwriting departments of some of these so called life companies. Incidentally, LV accepted on standard terms.
    I wonder how they’re still in the market.

  11. @Harry Katz – I was under the impression that you wrote very little protection business Harry and therefore wouldn’t have thought you were ideally placed to assess how L&G’s underwriting philosophy differs from other companies?

    @jinker – I can think of at least 3 scenarios were clients could be better placed with L&G than other providers. In one of the situations L&G would offer better terms than every other company on the market and potentially be the only company on the market to offer terms.

    In regards to the article, the role of the face to face broker consultant is dead as far as I’m concerned. Cost and time constraints make telephone consultants much more efficient from both a broker and provider perspective. Hopefully, the other members of the team will quickly find new positions. Nobody wants to start the New Year without a job.

  12. Ex Broker Consultant 18th December 2014 at 1:10 pm

    @Harry do £10 a month premium protection cases need a f2f BC? Surely not. For the more high net worth and complicated medical cases I know many life companies, including L&G, have specialist members you can talk to and medical underwriting support.

  13. Simon

    Since when did you do due diligence on my firm? I do enough to know a poor service when I spot one.

    Do you work for L&G or a life office by any chance?

  14. PS Simon

    Oh and you can see my experience is not unique and L&G service is generally abysmal.

  15. Simon Dunn | 18 December 2014 11:31 am

    @jinker – I can think of at least 3 scenarios were clients could be better placed with L&G than other providers. In one of the situations L&G would offer better terms than every other company on the market and potentially be the only company on the market to offer terms.

    I haven’t come across that scenario yet as I’ve never not been offered terms by the other providers.

  16. Simon

    As Harry says; generally abysmal service from L&G seems to be the norm. Cheap quotes on Assureweb followed by more underwriting that you would expect having seen how the medical questions were answered. What appear to be clean cases being delayed for GP reports and taking months (yes months) before receiving loaded terms. Nope, not a great experience for both me and the client so we stopped using them in favour of providers who seem to do it a whole lot better. It’s not really rocket science is it, going to a provider who you know will cause you problems or instead going to a provider who you know probably won’t?

  17. Ex Broker
    Who mentioned face to face? It is the initial quotation that is misleading and the service standards of the admin team. I can’t talk of service of the broker consultants from L&G as I never saw one. And I don’t only have life cover experience I also recommend their Stakeholder from time to time. Very reasonable performance but the servicing is abysmal – they don’t even send out contracts. They think sending out a brochure with fairly meaningless and confusing stats is service.

  18. Harry, you’re vociferous enough for most people who read these articles regularly to know that protection is not the mainstay of your business. No “due diligence” needed for that one.

    In my experience L&G’s service for protection business is pretty good and stands up well against most other providers. A couple of advisers having issues isn’t really a fair representation of a company writing tens of thousands of life insurance plans per annum, especially when both of those advisers have admitted no longer even using L&G so any issues may well have been resolved.

    Anyway……….back to thinking about wrapping Christmas presents……

  19. I think people should enquire before making comments as they have made the pensions and investment based field based people redundant not the protection. However your sympathy and empathy comes across very well….

  20. @S Dunn

    Why does it have to be a mainstay? I’m afraid your advocacy of L&G is in a minority and as for the amount of business they write please remember that they flog an awful lot through web sites, banks and supermarkets. Also as commission is still (unfortunately) permitted for life products no doubt they have some cosy arrangements with the networks. Indeed I really wonder how much goes through IFAs?

    I can assure you that L&G issues have not been resolved. I do test them from time to time and use them for Stakeholder fairly regularly. They are an absolute dog’s breakfast to deal with. I can’t help but wonder how it is that you have such a positive experience. I would certainly like to emulate it!

    Anyway hope all the presents are wrapped.

    Have a great Christmas and a successful 2015

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