"Artificial intelligence can adapt to make the process easier and clearer for vulnerable customers."
But he said L&G would continue to invest in its people, with back-office staff being trained by the Samaritans to engage better with customers and advisers.
While he would not disclose how much money L&G has been putting into its developments, such as its online Adviser Hub, he said the investment in digital has been "substantial".
He also said the company was working to "take out the pain points for intermediaries" with the Adviser Hub, to help them interact better with L&G.
Earlier this year, L&G was criticised for its poor communications with advisers, shortly after the insurer launched its new adviser contact system.
Some advisers claimed that, despite the new system aiming to discuss pension or investment cases and reply in 48 hours, in instances where their clients need a more immediate answer or interaction, the advisers had been left to "circumvent" what they have called a "problematic" phone service.
Mr Holweger added: "We are continuing to invest in our life business and we need to bring our intermediary customers along with us on this journey towards digital transactions.
"We realise we need to accommodate this and our most important distribution channel is the intermediary, so we cannot afford not to invest and continue to support them."
simoney.kyriakou@ft.com
