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Enhancing medical knowledge at Legal and General

An ongoing partnership between Cardiff University and Legal and General Assurance Society (L&G) to deliver medical training for medical underwriters and claims assessors.

Course participants and tutor
Participants get hands-on during the modules.

L&G Underwriters and Claims Assessors need to interpret and assess medical information, however most do not have medical backgrounds. Since 2002, a programme has been delivered to provide staff with an established grounding in medical knowledge to facilitate and improve their risk assessing performance.

Partnership development

The most recent provision, ‘Specialist Medical Modules’, is structured around 11 different modules covering specific topics, including Neurology, Haematology, Endocrinology, and Systemic Disorders.

The on-going collaboration between L&G and Cardiff University to develop and deliver accredited courses for underwriting and claims specialists put us head and shoulders above our competition.

Senior Operations Manager, Claims and Medical

Content and design is developed in partnership between Cardiff University and L&G, and is regularly reviewed throughout the programme:

  • L&G identified which medical topics were generating most referrals.
  • Cardiff University undertook Training Needs Analysis to highlight key areas where delegates would benefit from training.
  • University academics spent time at L&G to gain a clear and comprehensive understanding of specific working procedures.
  • Discussions between partners established the most effective learning approaches and methods.

This combined approach allows modules to be developed that reflect the exact needs of delegates, L&G and their customers.

Results that exceeded expectations

The improvements in delegates’ knowledge and confidence have far exceeded expectations. As a direct result of the course L&G have noted improvements.

Improved customer service

  • A reduction in errors and improved quality in decisions.
  • Quicker decision making due to less external referrals.

Staff benefits

  • Increased staff confidence.
  • Knowledge cascaded.
  • Improved teamwork between claims and underwriting departments and across sites.
  • A demand from staff to attend the training.
  • Ongoing and improved commitment by individuals to their development.

Commercial benefit

  • Increased confidence from reinsurers, allowing more favourable terms to be negotiated.
  • A huge decrease in Chief Medical Officer referrals per month, resulting in significant cost savings.
  • L&G seen as industry leaders within their field.
  • The strength of the collaboration has been recognised nationally and internationally, through various training awards, good practice case studies, and requests for similar training from other organisations within the sector.