Lucy Young, a Financial Planning Manager at Nationwide, made a claim with Legal & General after being diagnosed with multiple sclerosis (MS) at the age of 30. She was impressed with how quickly and efficiently her claim was processed – leaving her free to focus on more important things.
She initially contacted Legal & General after being taken to hospital in January 2016 suffering a loss of sensation in her left leg. Doctors felt she was displaying the first signs of onset MS, however, a full diagnosis isn’t possible until after two separate incidents.
“Knowing I would be seeing a consultant in the coming months, I called Legal & General to discuss my policy and what information they would need from me moving forward. I was lucky enough to speak to Rachel. She was so understanding and really took the time to consider my enquiry” says Lucy.
“Rather than making me dig out the paperwork she posted out a copy of my policy documents and even took the time to highlight and bookmark the sections that were applicable to me. She also told me what information I needed to confirm at my next appointment with the consultant and suggested I showed them the specific definition within the paperwork. They may only seem like small things but they really took the pressure off at what was obviously a very difficult time.”
Lucy’s diagnosis was confirmed in April and she contacted Rachel to move forward with the claim.
“She made talking about my new condition easier than I expected and made sure to go at my pace. At the end of the call she asked if I was happy to move forward and what I could expect next.”
Over the next 3 weeks, as Lucy’s claim was processed Rachel kept in touch with regular updates, even calling to reassure Lucy that the case was being looked at. This regular contact helped ensure Lucy never felt forgotten or in the dark. She knew where in the process her application was at every step of the way.
It was also Rachel who called to say that the claim was being accepted and would be paid out. “She wished me well and re-confirmed that if I needed her or had any questions I could call her – and I could tell she meant it,” says Lucy.
“The whole process was just really simple. Knowing that my claim was in good hands meant I was free to focus on other things like my family.”
“In our day-to-day interviews we talk about claims history and tell our customers why we've chosen Legal & General – it’s all fact – they're absolutely the right people for this job. I have complete confidence that when my customers need them, they'll be there to help them through.”
Lucy’s successful claim means she can now rest assured that her family will be able to manage if her condition worsens to a point where she can no longer work.
“I’m only 30. The majority of people my age I see don’t have this cover. It’s just not something people think about at such a young age – they assume they won’t need it. We need to get across that Critical Illness Cover isn’t something to just consider as you get older, because something can knock you sideways at any age, like this has me. But if you have cover in place then at least the support is there."