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Our new anniversary email for protection customers
Increasing engagement helps customers better understand and value their cover, reinforcing your recommendation, and supports our Consumer Duty commitments. So we’re improving our annual communications that customers receive from us.
From later this month, customers with Reviewable Whole of Life, Income Protection, and Mortgage Guarantee plans will receive a refreshed email from us on the anniversary of their plan start date. If we don’t have an email address on file, we’ll send this out via post.
They’ll find information about our My Royal London customer portal and how to register, a reminder about our Helping Hand support service, and our product FAQs.
The refreshed communication also has a call to action to speak with their adviser, if they have questions or would like to review their plan.
What this means for you and your clients
For you, reassurance that we’re helping your clients stay engaged with their cover between reviews. Some clients may also contact you to discuss whether their cover remains suitable, presenting an opportunity for a review where needed.
For your clients, reminding them of the value of their cover may help them keep their protection in place, improving their overall financial resilience.
Take a look
You can download a sample copy of our refreshed customer email here. You’ll find two versions – one for customers already using our portal, and one for those who still need to register.
What’s next?
We’ll also look to roll this out across our other protection products to help more customers stay engaged, and we’ll keep you updated as this progresses.
