Getting members engaged from the start

28 September 2020



Delivering clear communications and strong engagement within a pension scheme, can help with its success. We want to make sure that when we need to contact our customers in the future, that we’ve got their details right first time.

Our new Member details pack aims to do this and at the same time, help get workplace pension scheme members engaged with their savings from the very start.

If your clients are adding new joiners into their pension scheme either as part of their cyclical enrolment duties, or they’re taking on new employees - we’ll send them a new Member details pack.  We’ll use this pack to playback their personal details, so it’s important they read it carefully.

This pack will become part of our existing suite of member engagement materials, and we’ll start sending it to new employees from 7th October

The new Member details pack includes:

Who’ll receive the new pack?

If your clients have either a group personal pension or a group stakeholder pension scheme, we’ll send this pack to new employees joining your client’s scheme for the first time or existing employees being re-enrolled back into the scheme. There are a few exceptions where employees won’t get a pack. This includes anyone who:

  • hasn’t been assessed yet
  • is eligible to join, but has decided to opt out
  • isn’t eligible to join the scheme and hasn’t opted in
  • is already an existing member of the scheme.

Updating their information

If what we playback to them is correct – there’s nothing more they need to do. 

However if it’s not and we need to update their details, they can give us their up to date details online or by completing the enclosed form. Once we’ve updated their details, we’ll play them back to the member once again.

Within the letter, we’ll let them how they can get in touch with us if they have any questions.

Why are we introducing this new pack now?

We’re always looking to improve how we communicate with our customers on an ongoing basis and we want to enhance the welcome experience for members.

Engaging with members early in the journey helps manage expectations so they know what’s going to happen and when, but equally, they’re clear on their responsibilities about letting us know when things aren’t quite right. For example, telling us if their details are wrong before we claim tax relief on their pension contributions. 

Also, it’s important that we maintain up to date details for all of our customers. We’ve recognised there can be delays between when a member is assessed and eligible to join their scheme to when they receive their welcome pack, and within this period their details can change.

There’s nothing you or your clients need to do 

There’s no action for you or your clients on the back of this. We’ll tell employers about the new material within our employer newsletter.

We’ll issue this pack to any members who we’ve already said will receive it. It’ll arrive after their statutory joining communication material and generally before they get their welcome pack.

Need to know more?

If you or your clients have any questions and want to find out more, you can speak to your usual Royal London contact.

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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. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL.