Supporting customers during the COVID-19 pandemic

26 May 2021
The COVID-19 pandemic has been challenging for individuals and businesses. Indeed, we’ve all faced situations we’ve never encountered before.

Woman with plantsAs we continue to move out of lockdown, many of us are reflecting on the changes we’ve made during this period and what this means for us as we move towards the new normal.

As an employer and as a protection provider - Royal London had to swiftly adapt over the past year.

We reviewed and changed our approach to business week-by-week leading up to the peak of the virus in April 2020. And, like the national effort, our changes were made to make life safer and easier for our customers and the professional partners that help us deliver our business on a daily basis – including the NHS and other medical services.

For example, towards the end of March last year, as we were all adjusting to lockdown, we added a new question to our application form to capture a customer’s risk of exposure to COVID-19. Due to the emerging pressures on the NHS we quickly identified that not only would we start to see delays in the completion of evidence such as GP reports, we didn’t want to add to that burden on the NHS at this crucial time. Therefore, where possible we requested medical evidence from our customers first, before deciding whether it was appropriate to still request a full GP report.  

By mid-April, when the UK was experiencing the peak of COVID-19 cases, we’d implemented several other changes.  Recognising there were customers who were more exposed to severe consequences of a COVID-19 infection, we introduced age and rating thresholds that focussed on customers with significant pre-existing conditions. By April 2020, obtaining evidence was challenging, with some GP surgeries redirecting their resources to cope with the pandemic and medical examinations not being able to be completed due to government social distancing measures. In response we increased the non-medical limits for Life cover for people under age 60. This meant fewer customers needed medical evidence, ensuring customers could still access larger amounts of cover with fewer delays. 

During lockdown - because people were being encouraged not to leave their homes unless it was absolutely necessary - we challenged ourselves to find more efficient ways of validating that a death had occurred to ensure our claims process was as streamlined as possible. Where appropriate, we used, and are continuing to use, electronic means of validating the death certificate.

Furthermore, we took steps to protect our more vulnerable customers. Firstly, we extended the validity of HbA1c blood test results for Diabetes Life Cover customers, so they didn’t feel pressured to supply this information at a time when it might not be possible or appropriate to attend their GP or clinic. In addition, we wanted to ensure customers kept the cover they needed during an uncertain time. So, we encouraged customers facing financial difficulties and worried about paying their monthly premiums in the short term, to get in touch to discuss options that would help them during the crisis.

Claims during a challenging time

As you can imagine, we’ve received an increase in claims due to the pandemic.

This year The Royal London Group paid 2,118 claims related to COVID-19, with total payout to our customers of just over £13.1 million1.  

Although predominantly death claims, we also received claims to help support the recovery of customers affected by this disease. As we now know, COVID-19 can be unpredictable – producing mild symptoms in some people, while causing devastating illness and incapacity, often for weeks or months, in others.

A changing world

The COVID-19 pandemic has been devastating for many people and industry sectors, but it’s also brought rapid change in how we all conduct business and interact with others. Now that we’re easing out of lockdown, some social distancing measures seem to be here to stay, at least for the rest of this year. Of course, adapting to change is vital in our industry - it’s why protection providers like us will continue to make improvements to products and services.

We’re already seeing lasting changes in service – for example video calls for GP and hospital appointments are becoming more widespread.

At Royal London we’ve also been looking at what different services we can adopt to make it easier for a customer to obtain protection. For example not all customers may wish to have a face-to-face exam, and others may be unable to if, for example, they or a member of their household have a medical condition that puts them at high risk from COVID-19. We can now offer a virtual medical exam as an alternative in certain circumstances, which will cut the time it takes to accept a customer’s application and in a way that supports the customer’s needs.

And now that we’re potentially on the eve of a recession and entering another period of change – we may soon find that our industry needs to adapt again and work to remind consumers that protection is an essential spend even in hard times – because as we’ve learned from the past few months, you never know what’s around the corner.

Whatever happens next for our industry, we’ll continue to focus on making sure we provide customers with the cover they need and to support them if they need to make a claim.

1 – Royal London UK Protection business claims paid (1 March to 31 December 2020)



About the author

Craig Paterson

Chief Underwriter

Craig has been in an underwriting, claims or proposition development role since 2000. He started his career at Scottish Widows before moving to Bright Grey shortly after it launched in 2003 and then Royal London when Bright Grey rebranded in 2015. He’s passionate about claims and the impact they can have on people’s lives, not just the financial pay out but also the package of support services that can be provided – he can’t overstate the feeling you get when telling someone that their claim’s been accepted. Outside of work, Craig has a young family so his spare time is precious, but if there’s some it’s usually filled by playing football or golf.

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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.