Claims and underwriting teams ‘fully operational’ but call centres operating at ‘reduced capacity’
Legal & General has said there is a possibility of underwriting delays in the future due to challenges in obtaining evidence from customers, GP surgeries and third-party medical providers at this time. The insurer has directed intermediaries towards its digital communication systems (available 24 hours a day) to get all updates and avoid call waiting times. Its call centres are now working at reduced capacity - 9am to 5pm Monday to Friday - as it works to fully equip its teams to work from home....
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Insurers have ability to use AI, but often choose not to
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