Legal & General has made upgrades to its intermediary case management system Online Protection Connect (OLPC).
The update features AgentHub, a new homepage which provides advisers with a ‘one-stop shop’ to manage their individual protection business with Legal & General. The system also includes new pipeline management tools and a tracking functionality to easily filter and view cases at any stage of the application.
This latest upgrade also incorporates a new Application Summary page that allows them to quickly see the status of an application and, for example, whether there is any outstanding information needed to progress it. This means that, through the new two-click process advisers are able to answer customer queries more quickly and without the need to call a Legal & General representative.
More letters sent during the application process will be replaced by emails. Customers will now have the option to start their policy via My Account rather than having to call or write. Customers who have ‘increasing cover’ products will now receive an email rather than a letter when approaching the anniversary of their policy. Customers who receive letters rather than emails will also see a change, as they will now be offered the opportunity of using self-service options in the online ‘My Account’ site as an alternative to having to call or write in.
The ‘My Account’ online site will show the increase to the customers’ amount of cover and premium, if there has been one, as a result of the Retail Prices Indexation review. The customer can then choose to accept or decline the review using the self-service functionality in My Account.
Mark Holweger, managing director, Legal & General Insurance (Partnerships), said: “Making life better for advisers and customers is central to everything that we do at Legal & General, and OLPC is no exception. OLPC is already a market-leading case management tool for our intermediary partners, but there is always more we can do to improve systems and to bring applications into the digital era as part of our drive to help close the protection gap.
“These latest improvements to OLPC continue to make the process of applying for protection an easier, more streamlined process. We firmly believe that innovative technology like OLPC has a key role to play in growing protection sales, and makes it both more efficient and easier for advisers to manage their protection cases.”