L&G Expands Microsoft AI Partnership for Customer Growth
Microsoft and LG sign a 3-year agreement to expand Copilot and Azure use, improving productivity, modernising systems, and enhancing customer experience.
AI is moving from pilot projects to everyday work. Legal & General, known as L&G, has announced a major expansion of its collaboration with Microsoft through a new 3-year agreement focused on digital transformation, AI adoption and improved customer service.
The partnership is designed to help L&G simplify operations, modernise its technology platforms and give employees better tools to support customers more effectively.
Microsoft 365 Copilot to reach 10,000 employees
As part of the expanded agreement, L&G will continue deploying Microsoft 365 Copilot across its global workforce of 10,000 employees. Copilot is Microsoft’s generative AI assistant, built into workplace tools to help with tasks such as drafting, summarising, analysing information and managing routine administration.
For L&G, the aim is practical rather than experimental. By reducing time spent on repetitive admin, employees can focus more on understanding customer needs, improving service quality and generating insights faster. The company expects this wider use of AI to support collaboration and productivity across the organisation.
Azure expansion to strengthen digital foundations
The agreement also includes increased use of Microsoft Azure, Microsoft’s cloud computing platform. L&G plans to use Azure to modernise its technology estate and strengthen the data foundations behind its digital strategy.
This means moving more key platforms to the cloud so the business can manage and analyse large volumes of data securely and at a greater scale. This cloud-led approach is expected to help L&G build more flexible systems and unlock new capabilities for customers.
For a financial services group serving millions of people, secure data handling and faster access to accurate information are central to delivering consistent service.
Early AI work shows customer impact
The expanded partnership builds on existing work between L&G and Microsoft within the company’s Retail business. According to Microsoft, this collaboration has already helped deliver faster, smoother support to more than 12 million L&G customers.
Service teams have gained a real-time view of customer interactions, while AI has helped streamline internal processes. One reported outcome is an eight-point year-on-year rise in Net Promoter Score during the first quarter in L&G’s Defined Contribution and Workplace Savings business.
Net Promoter Score is a common measure of customer satisfaction and loyalty, making this an important indicator of how digital tools may be improving service experience.
A step towards a more connected business
L&G has positioned AI as an enabler for both customers and colleagues. Katie Worgan, Group Chief Operating Officer at L&G, said the collaboration will help modernise technology platforms and embed AI-driven tools across the business. Microsoft UK and Ireland CEO Darren Hardman also highlighted the role of
AI in shaping growth, resilience and customer trust in the UK insurance sector. Overall, the expanded Microsoft partnership reflects a clear shift towards practical AI adoption at scale. For L&G, the focus is not only on efficiency, but on building a better-connected organisation that can respond to changing customer expectations and support future growth.