LGA's Operations and Service Dashboard
The information you need to manage your business effectively and optimize your workflows
Service Metrics
as of 06/24/2025
99%
within 2 days
New Business Email
Turnaround Time1
100%
within 3 days
Underwriting Review
Turnaround Time2
14 days
Average Cycle Time3
8 min
Average In-Force
Hold Time4
Performance Metrics
as of 06/05/2025
39%
Instant Decision5
44%
Instant Decision
(under age 50)6
81%
Exam-Free Decisions7
63%
10 day Decisions8
83%
First Call Resolution9
$560M
Claims Paid YTD10
*Note: Service Metrics are updated weekly on Tuesdays.
**Note: Performance Metrics are updated monthly on the 1st Tuesday of each month.
1 Metric reported for the prior 7 day period from date reported for inquiries sent to onlineapp@lgamerica.com. Experience may vary for inquiries sent to a different email address.
2 Metric reported for the prior 7 day period from date reported for all applications submitted through Horizon and reviewed during that 7 day period.
3 Metric reported for the 30 day rolling period ending on the "as of" date for all applications submitted through Horizon receiving a decision during that period. "Cycle time" is defined as the average number of calendar days required to make the first decision on an application. Metric is based on submit to decision calendar days which includes weekends and holidays.
4 Metric reported for the previous 7 days.
5"Instant decision" is defined as the number of Horizon instant decisions and expressed as a percent of total decisions made. Reported for full month April 2025. Excludes reopen, incomplete and withdrawn applications.
6 "Exam-free decisions" is defined as a percentage of total decisions from all business submitted through Horizon (term-only applications). Exam-free decision rate is calculated based on decisions in a 30-day period, if an exam was ordered and includes instant decisions. Reported for full month April 2025, Horizon applications only.
7 "Exam-free decisions" is defined as a percentage of total decisions from all business submitted through Horizon (term-only applications). Exam-free decision rate is calculated based on decisions in a 30-day period, if an exam was ordered and includes instant decisions. Reported for full month April 2025, Horizon applications only.
8 "10-day decision rate” is defined as the percent of applications that reached any decision in 10 days or less upon submittal compared to the total number of decisions. 10-day decision rate is calculated based on decisions in a 30-day period.
9 "First Call Resolution" is the percentage of phone inquiries that are fully resolved during the course of that phone call and require no further action or research. Metrics reported YTD through April 2025.
10 "Claims Paid YTD" is the year-to-date amount of actual claims that have been paid. Metrics reported YTD through April 2025.