Customer service
We pride ourselves on providing excellent customer service and securing the benefits for our annuitants.
Our purpose
We take pride in providing exceptional customer service to meet the needs of our 175,000+ annuitants and help secure their financial futures. Through our commitment to offering dedicated assistance, we aim to support our plan sponsors and provide long-term value for our stakeholders.
As of 9/30/24, our retirement services team has a call center rating of 4.91 out of 5 stars and an NPS score of 75. These scores are based on our caller satisfaction surveys.
Need assistance? We’re here to help.
All of our administrative functions are performed in-house within the U.S., allowing our teams to be highly responsive to the unique needs of our clients and annuitants.
LGRA Customer Service Highlights*
* as of 9/30/24
Annuitants served
Industry average of 28 for
Life Insurance sector
Call center rating
Testimonials
See what our Annuitants and Plan Sponsors have said about us!
The L&G team was very friendly and organized making the transition process very easy to navigate and efficient. They provided clear and concise answers and workflow guidance. I feel confident our DB pensioners are in good hands.
Plan Sponsor
Kimberly
Retirement Services Associate
Kimberly provided me with excellent customer service. She was so kind and patient with me and I told her how much I appreciated it. It was nice to get the kind of customer service I tried to provide to my customers when I was on the job. Well done!
Annuitant
Diane
Retirement Services Associate
She was polite, professional, and extremely efficient. Represented your company very well. Was a positive experience and would recommend your company.
Annuitant
Alexis
Retirement Services Associate
Her tone and pace enabled me to understand what needed to be done. Alexis knew her stuff. A great call.
Annuitant
Tirece
Retirement Services Associate
She is delightful and articulate. Thank you for having Tirece doing the job she does. I was thrilled that she could easily handle my difficulties and didn’t have to transfer me to another person.
Annuitant
Elizabeth
Retirement Services Associate
Elizabeth was extremely helpful. She honestly has been the first person I’ve talked to while dealing with becoming my mother’s guardian that understood the urgency of my situation. She was truly excellent.
Annuitant
Kenny
Retirement Services Associate
Kenny was excellent. He took the time to answer all of my questions and was both professional and very knowledgeable.
Annuitant
Shakiah
Retirement Services Associate
She quickly located my information and explained how I would receive the email. She spoke very clearly. Great customer service.
Annuitant
Von
Retirement Services Associate
Von was great. She was knowledgeable, professional, & personable. Answered my questions. Perfect.
Annuitant
John
Retirement Services Associate
John was cordial, well trained and personable. As a longtime corporate specialty trainer myself, he did an excellent job!
Annuitant
William
Retirement Services Associate
William was able to assist with updating direct deposit information for my aunt’s monthly payments. He processed the request quickly and efficiently. William was very respectful and patient with my 99 year old aunt.
Annuitant
Monique
Retirement Services Associate
Monique was a breath of fresh air! I use the words: reassuring, empathetic, comforting, and understanding. Superb customer service. One of the best conversations I have ever had from a rep.
Annuitant
Customer Service Team Spotlight
What does customer service mean to our Retirement Services and Transitions team?
For myself, world class customer service is simply treating customers the way they would like to be treated. When I take the time to connect with my customers and put myself in their shoes, I can understand their needs a lot better and assist them from a place of empathy. This allows for a great customer service experience where the person not only feels heard but valued as well.
Monique
Retirement Services Associate
To me, good customer service is all about treating our clients the way I would like to be treated. They aren’t just mere account numbers – they’re real, regular people with families, finances, joys and worries just like myself – and my daily goal is to recognize & convey that in my interactions with them.
Von
Retirement Services Associate
Quality customer service to me is about heart posture, I always come in with the mindset of being a solution center to someone in need. I always think of how I would like to be served and how to serve our clients ; and that’s with compassion, dedication, and efficiency.
Alexis
Retirement Services Associate
World-class customer service in Pension Risk Transfer relies on having a dedicated expert with years of PRT experience who truly understands the process. He or she will create a holistic project plan, outlining key milestones and anticipates potential challenges. By getting ahead of issues with ad hoc solutions and setting clear expectations, they guide clients with genuine care through each stage, ensuring a smooth and transparent experience. This thoughtful approach builds trust and confidence, turning clients into repeat customers through consistently exceptional service.
Weijing
Senior Transition Manager