Advisers have complained about their experience of Legal and General’s life insurance portal service and called on it to sort out the tech issue urgently.
They said that L&G’s agent hub portal service for life insurance products does not work fully and it is “making their working life a misery”.
One of the advisers told Money Marketing that this is a longstanding technical issue.
Premier Financial and Estate Planning managing director Richard C. Bishop said his staff have experienced this problem for a very long time and it is an issue that has not been resolved.
Bishop said: “Every time you go online to that portal it doesn’t work. It keeps freezing, locking you out. Asking you to re-log in after every five minutes.
“Their L&G secured email is even worse. Every week we have to ring them up to get the password reset. It drives the office completely barmy. I can’t be more blatant than that, it’s terrible. I can’t be the only one.
“They told us it’s something to do with our browser. We have got four people at the office that have problems with the system and five mortgage brokers offsite who constantly have problems with the system. It’s not an office specific thing.”
He added: “It’s a constant rolling problem that we can’t never seem to get sorted out. This is a specific L&G issue. We can’t get to the bottom of this to know why. We don’t have this problem with other platform portals.”
Money Marketing contacted L&G for comment about the portal tech problem.
A spokesperson said: “We’re sorry for the issues Mr Bishop has been experiencing. We believe some advisers have been connecting to our websites, specifically our Online Protection Connect and the Agent Hub, using an old URL.
“At the end of next month, we will be changing our security and logon procedures, which will have the benefit of resolving this problem. In the meantime, we’re continuing to talk to those agents still using the old URL to help them replace any bookmarks with the correct URL.”
Hardly a week seems to go by without a report on one IT problem or another. The more we become dependent on IT, the worse such problems seem to become.