Legal & General calls in Samaritans

Legal & General, UK protection provider, has turned to Samaritans for specialist training and advice on how to handle potentially difficult or sensitive calls with customers who are making a protection claim.

The training is designed to equip claims handlers and those in operational support with the skills needed to offer a compassionate and efficient service.

Stuart Johnson, Legal & General’s Senior Operations Manager for Claims and Underwriting said: “People who are claiming on their own policy or on behalf of a relative who has recently passed away, will be going through a very tough time and their emotions will be running high. 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, said: “Working with Legal & General was a fabulous experience. The level of enthusiasm and participation 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.”

Legal & General also offers its customers a confidential 24 hour medical and bereavement helpline through Capita Assistance. This service is for customers and their families at any point, not just at the time of a claim. Qualified counsellors are on hand to offer practical advice on medical and health care, information on social services and state benefits, details of self-help groups and advice on legal matters linked to bereavement. The helpline is available on 0870 1628 168.

Anyone interested in Samaritans’ training in the workplace should visit samaritans.org/training.