Brokers say quality customer outcomes biggest priority: L&G

However, the research from Legal & General found that only 38% of brokers mentioned servicing their back book as one of their day to day concerns, with 44% identifying a lack of time as the main reason they don’t focus more of their work in this area.

Legal & General’s research also found that 19% of brokers feel that an early warning system for policies that are about to lapse or are at risk would help them to service their back book more effectively, with another 23% stating that they would do more to service their back book if they had more resource in their firm.

Steve Bryan, Director, Intermediary, Legal & General, said: “Quality customer outcomes is vital for the longevity of all brokers’ businesses. Today’s research reaffirms why this is such a priority for us at Legal & General, with almost three quarters of brokers surveyed agreeing that quality customer outcomes is the most important aspect of their day to day role."