Legal & General has called in the Samaritans to provide its staff with specialist training and advice on how to deal with difficult or sensitive calls with customers making a protection claim.
The training aims to equip claim-handlers and those in operational support with the skills to offer a compassionate and efficient service.
L&G claims and underwriting senior operations mana-ger Stuart Johnson says people claiming on their own policy or on behalf of a recently passed relative will be going through a difficult and emotional time.
He says: “Our staff need training to know how to deal with people in this situation in a way that allows us to offer a friendly and professional service. These customers have enough to cope with already and they just want us to deal with the claim in a timely and efficient manner.”
Samaritans external training officer Steve Tollerton says: “Working with L&G was a fabulous experience. The level of enthusiasm and partici-pation was excellent. It says a lot about the organisation and those attending the course that everyone was so keen to help all customers, including those who may be emotional and upset.”
L&G also offers a confidential 24-hour medical and bereavement helpline through Capita Assistance which gives customers the opportunity to speak to qualified counsellors about medical and healthcare issues, social services and state benefits, details of self-help groups and legal matters linked to bereavement.