Enhancing medical knowledge with Legal and General
Our ongoing partnership with Legal and General Assurance Society (L&G) has delivered medical training for medical underwriters and claims assessors.
Legal and General (L&G) Underwriters and Claims Assessors need to interpret and assess medical information. However, most do not have a medical background.
Since 2002, we have delivered a programme which provides L&G staff with an established grounding in medical knowledge to facilitate and improve their risk assessment performance.
Enhancing medical knowledge
L&G identified medical topics which were generating the most referrals, and we undertook a Training Needs Analysis to highlight the key areas staff would benefit from training. Our academics spent time at L&G to gain a clear understanding of the specific working procedures and to establish the most effective learning approaches and methods.
The most recent provision, ‘Specialist Medical Modules’, is structured around 11 different modules covering specific topics, including Neurology, Haematology, Endocrinology, and Systemic Disorders.
Exceeding expectations
The improvements in L&G knowledge and confidence have far exceeded original expectations with direct results.
Improved customer service
Reduction in errors and improved quality in decisions, including quicker decision-making due to fewer external referrals.
Staff benefits
Increased staff confidence and improved teamwork between claims and underwriting departments and across sites. There has also been an increase in training demand from staff, strengthening their ongoing commitment to personal development.
Commercial benefit
Increased confidence from reinsurers, allowing more favourable terms to be negotiated and a huge decrease in Chief Medical Officer referrals per month, resulting in significant cost savings.
Recognition
The success of the programme has been recognised externally, winning a Regional Award at the Wales Training Awards in 2004 and a finalist in both the National Training Awards and Training Journal Awards, 2010. It has also featured in the Council for Industry and Higher Education (CIHE) report ‘Employer Demand and Its Influence on Higher Education’ and the CBI/Qinetiq report ‘Excellence in Service Innovation’.
Together, we can empower future generations
The programme content and design are regularly reviewed and improved throughout the partnership, which allows modules to be developed that directly reflect the needs of staff, L&G and their customers and enables continuous learning.
Professional development opportunities
Contact the Professional Development team to discuss your development needs. We help facilitate the translation of expertise, research and knowledge into practical, impactful training solutions.
