Home & Legacy 2017 Round-up

Posted on: 21 December 2017

Season’s Greetings as Home & Legacy looks back on an award-winning 2017…

2017 has been a successful year for Home & Legacy. We saw a healthy increase in household quote and sales volumes as well as an increase in the numbers of our motor business.

Our ongoing success in high net worth household has been boosted by the launch of our etrade platform, Home & Legacy Online, which has made quite an impact – including award success.

Underwriting Service Awards Winners Logo


What a difference a year makes! In just one year, Home & Legacy Online redefined the way high net worth insurance can be transacted and changed the way many of our broker partners choose to do business with us.

In 2017, Home & Legacy Online was shortlisted for an array of industry awards, including Etrading Initiative of the Year at the Insurance Times Tech & Innovation Award and the Customer Experience Award at the Digital and InsurTech Awards. But it was the Underwriting Service Awards in November which saw Home & Legacy Online take home the title ‘Etrading Innovation of the Year.’ 


Our operational teams were also recognised in 2017. For the 5th year running, Home & Legacy was shortlisted for High Net Worth Personal Lines team of the Year at the Underwriting Service Awards – voted for by brokers. Customers who have experienced a claim with Home & Legacy also expressed their satisfaction; our 12 month rolling claims Net Promoter Score as of the end of November was 77. 

Positive feedback was also received via the Insurance Times Broker Service Survey with complimentary comments from brokers including “outstanding quoting process”, “excellent company to use” and “they settle claims extremely quickly, without quibbles”.


2017 saw significant people changes in our business with some major senior appointments. Our new Operations Director, Kathryn Fryer, took up the reigns following the retirement of Phil Dennis. Andy Reid was appointed in the newly created role, Head of Claims. Angela Gordon took over as Technical Underwriting Manager.

In total 21 new people joined Home & Legacy in 2017, so there are now even more of us to service customers and our broker partners can experience even greater access to decision makers.


You may not have realised it while talking to us on the phone, but our Milton Keynes office was completely refurbished in 2017. The project was planned thoroughly so as not to disrupt our business operations and the end result is a much brighter and fresher atmosphere, which maybe you have noticed while dealing with us!

Plus, our fundraising efforts for Thames Valley Air Ambulance included bake sales, raffles and fancy dress, raising nearly £5,000 this year.


During 2018, we’re putting plans in place to make it even easier for brokers to do business with us – in whatever way you choose. We’ll be in touch with news about further improvements to Home & Legacy Online throughout the course of the year.

We’re always looking to ensure our products suit the needs of our customers. In 2018 this will include the launch of an overseas home offering early on in the New Year, as well as certain changes in line with new IDD and GDPR regulations.

But for now, we’d like to wish all of our broker partners a wonderful Christmas, a well-deserved break and a successful, prosperous and happy 2018. Thank you for working with us and thank you for your loyalty throughout a very busy 2017.