L&G calls in the Samaritans

by Gill Montia

Story link: L&G calls in the Samaritans

Legal & General (L&G) is employing the Samaritans to help train its claims staff to become more compassionate.

The charity will focus on providing specialist training and advice to L&G staff on how to handle difficult or sensitive telephone calls with, for example, customers making a claim on a life insurance or critical illness policy.

According to Stuart Johnson, L&G’s senior operations manager, the insurer is looking to combine compassion with an efficient and friendly service.

Mr Johnson acknowledges that “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”.

L&G has made a £1,000 donation to the Samaritans to help fund its work. The charity currently operates through 17,000 trained volunteers and is entirely dependent on voluntary support.