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Legal and General launches consumer protection insight tool

  • 12/02/2018
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Legal and General launches consumer protection insight tool
The “Customer Risk and Opportunity Management” data programme will analyse client trends and correlations to give intermediaries insight into the customer experience and target protection sales.


The programme will use L&G’s customer data, and perform analysis to discover trends and correlations relating to sale, retention, underwriting and claims experience.

The insurer said the tools will allow it to ask new questions of customers, spot trends and patterns, identify opportunities and risks, as well as make data-driven decisions.

The information generated from the analyses will then be visualised through a dashboard and visualisation software from Tableau, a visual analytics firm – then shared with L&G partners.

This will facilitate “highly personalised service” and “ensure that positive customer outcomes are continually delivered by intermediaries”, said L&G.

Rob Gaunt, head of commercial management and data quality management, Legal & General, said: “We have been working with Tableau for quite some time to ensure we can utilise the right data for our partners, with the aim of delivering even better quality of business to our customers.”

The software will be launched with selected intermediary partners in Q2 2018, with full roll out planned for second half of this year.

Gaunt continued: “As the market’s leading visual analytics provider, Tableau will enable our partners to identify opportunities and future risks to make data driven decisions with confidence.

“We believe our insights will deliver extremely valuable customer insights and we are excited for the year ahead as we plan our full launch.”

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