L&G expands Microsoft AI deal across 10,000 staff

TL;DR:

  • Legal & General has signed a new three-year agreement with Microsoft, extending Microsoft 365 Copilot to all 10,000 employees globally.
  • The deal deepens L&G’s use of Azure to modernise its technology estate and underpin its digital strategy.
  • L&G says an earlier Retail-business rollout already lifted its customer Net Promoter Score by eight points year-on-year in Q1.

One of the UK’s largest insurers is scaling up its AI bet. Legal & General has extended its relationship with Microsoft through a three-year agreement that embeds generative AI across the business, deploying Microsoft 365 Copilot to its entire 10,000-strong global workforce and expanding Azure to modernise its platforms. The stated aim is to cut administrative work and free staff to focus on customers.

Concrete metrics, vendor framing

Unusually for an AI announcement, L&G attached numbers. It says an existing collaboration on its Retail business has already given service teams a real-time view of customer interactions across more than 12 million customers, and credits AI-streamlined processes with an eight-point year-on-year rise in Net Promoter Score during Q1 in its DC and Workplace Savings arm. Group COO Katie Worgan framed AI as “a powerful enabler of better outcomes” on two fronts — modernising platforms and embedding tools across the business.

The caveats are worth keeping in view. This is a jointly issued announcement from a customer and its vendor, and headline figures like an NPS uplift are easier to claim than to attribute cleanly to AI. The deal’s substance — a firm-wide Copilot rollout plus continued cloud migration — is real; the transformational language around it deserves the usual scrutiny.

Looking forward

The move illustrates a wider pattern Resultsense flagged only this week: most UK insurers now run AI in core functions, but an execution gap is widening between firms that deploy at scale and those still piloting. L&G is positioning itself firmly in the former camp. The question for the sector is whether blanket Copilot access translates into measurable productivity and service gains, or simply adds a licence cost to every desk. With a £1.2 trillion asset base and millions of customers, L&G’s results will be a useful, watched test of which it proves to be.

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