Overseas Operations
Legal & General America
Banner Life is an industry leader in innovation, quality, efficiency and service, and we are committed to putting our customers first. Our customer policy, available on our web site www.LGAmerica.com (link opens in a new window), reads:
"At Banner Life, we take our financial promises seriously. We also promise to treat our customers fairly and to apply ethical standards to every business transaction. We believe in offering low-cost, innovative products and responsive service. Our goal is to build lasting, mutually beneficial partnerships for life."
All facets of our work, including customer requests, have pre-defined standards which include completion time frames and quality. We work to these expectations and our service standards are consistently met.
We hold annual meetings with our agencies at which, among other things, we obtain feedback on our service. Our website offers customers the ability to provide comments, which are reviewed by senior management. We also review, address and record all consumer complaints that involve regulatory agencies.
Legal & General Netherlands (LGN)
During 2005 the implementation of the Document Management System was concluded in the New Business department. This has now been completed for all Operations departments, and all files are now digital. This supports LGN in providing the quality of service agreed with the IFAs.
Improvements to the extranet functionality for IFAs have been made, such that IFAs can now follow the status of their policies pending in the New Business (including medical and financial underwriting) processes.
In 2005 LGN achieved the National award for 'Company of the Year' with respect to individual life business, for the fifth time.