COVID-19 drives digital channel engagement for L&G

L&G has recorded a 72% jump in the number of customer logging on for digital services since lockdown began in March 2020.

In addition, the insurer said its website had hosted 4.6 million visits, which was a 40% increase on the same period last year.

The average number of customer enquiries that the group has answered online has also increased from 10,500 in 2019 to 83,000 by the end of H1 2020. Almost 24,000 of these submissions were COVID-19-specific questions.

Robert Jamieson, chief digital and technology officer at L&G, said: “Much digital change has been driven out of necessity this year. It’s a reminder of how critically important it is for businesses to have robust operational processes that can flex significantly according to circumstances. Arguably, the pandemic has irreversibly changed the way that we as consumers conduct our daily lives, and managing our finances is no exception.”

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