We’ve made it easier for customers to transfer their savings

5 August 2022
Over the last six months we've been monitoring customer reaction times to our communication materials, when transferring savings via our direct offer process.

Customer insight

Insight told us that customers typically engaged and reacted to our communication materials within four to six weeks.  We then tracked a subset of transfer cases using this reduced offer window, and over this time frame we saw a 23% increase in customer engagement and transfer take ups.

Based on this insight, we’ve reduced the offer period we use within our direct offer materials, 12 weeks down to six on a permanent basis.

What does this mean for you?

Reducing this offer window won’t affect what you do but we want to tell you about it so you’re aware.  We’ll reflect the new offer window within the materials throughout the process.

Have you seen the new materials?

We’ve recently revamped our suite of materials – take a look at what’s available to support you, employers and customers in this space, including our new Transfer toolkit

This website is intended for financial advisers only and shouldn't be relied upon by any other person. If you are not an adviser please visit royallondon.com.

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.