Legal & General has enlisted the help of the Samaritans over how to best deal with emotional situati...
Legal & General has enlisted the help of the Samaritans over how to best deal with emotional situations over the phone after recognising the sensitive nature of many of the phone calls it receives from its clients.
The provider, which also provides a free and confidential 24-hour medical and bereavement helpline for customers and their families through Capita Assistance, believed the Samaritans' training would equip staff with the skills to be able to handle customers' enquiries in a more sensitive manner.
Practical advice from qualified counsellors on medical and healthcare, information on social services and benefits, details of self-help groups and advice on bereavement-linked legal matters are also available through the helpline.
Steve Tollerton, external training officer for the Samaritans, said: "What impressed me about Legal & General was the enthusiastic manner in which staff wanted to help their customers in all circumstances, including those of a highly emotional nature."
Stuart Johnson, senior operations manager for claims and underwriting at Legal & General, said: "We do realise how difficult the claims process can be for some of our customers and their families, in particular registering the initial claim. We invest in various skills training for our claims staff so that, in addition to the technical training they receive, the support from the Samaritans will be invaluable in dealing with often very sensitive calls. The Samaritans' training will help to ensure we continue to offer a service to our customers that is unparalleled in the industry."
