Case management

Service delivery manager, Donna Ireland, talks about how case management  is making things easier for you and your clients.

Protection's sold not bought. That's practically an industry mantra isn't it?

We understand how much hard work goes in to getting your clients to accept the need for protection, so when you place their application with us, we give it the same care and attention you do.

Every application is managed by your own dedicated case manager. It’s their job to make sure the application is processed as quickly and smoothly as possible. The case managers work with their own team of underwriters, making sure the underwriter they place your application with is the one with the most experience in applications like yours.

For example, if you have a client with raised blood pressure or a history of depression, you can speak to your case manager, or even directly to the underwriter, before you submit the application if you think we're likely to ask for additional medical evidence. And your case manager will review your application to make sure you've included all the information we'll need to process it - if you haven't, we'll call you to let you know what we need.

We think case management gives you a much better level of service. One person owns your case from beginning to end. A person who you can call or email directly, who can put you in touch with an underwriter whenever you want and whose interest in your case is as keen as your own.

There's still a lot more we can do to make your experience of doing business with us the best it can be, so please let us know what you think by emailing us at

Last updated: 19 Nov 2015

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The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London EC3V 0RL.