Why business quality matters
The conversations you have with clients before, during and after they take out protection can impact client outcomes, retention and the long-term success of your business.
Good business quality can help you:
- reduce risk
- protect your reputation
- improve client retention
- support sustainable business growth
This matters because:
20%
of protection applications never go on risk 1
1 in 10
protection plans will be cancelled in the first year 2
Misrepresentation
was the most common reason for us not being able to pay a claim in 2025 3
1 Royal London, April 2026
2 Royal London, UK intermediary protection business, 1 January to 31 December 2025
3 Royal London, Protection business claims paid, 1 January to 31 December 2025
Getting it right at every stage of the process
From initial conversations and applications to ongoing client engagement, we offer practical tools and support to help strengthen business quality at every stage of the protection journey.
Before applying
Help clients understand their risks, priorities and protection needs. These tools bring protection advice to life and support informed decision-making.
Applying for cover
Help clients provide complete and accurate information to support smoother applications. When you submit an application online, we automatically send a Client Review Form to your client to check their answers.
After cover starts
Help clients understand the value of their cover, stay connected to their protection plans, and keep their arrangements relevant as their circumstances change.
Get key insights into your business
Once you've submitted 25 protection applications to us, you'll have access to our insight reports. These provide personalised data based on your submitted protection business. They'll help you:
-
Identify trends within your protection business
-
Uncover opportunities to improve business quality
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Understand where additional support may benefit clients
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Focus on improvements that could have the greatest impact
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Track progress over time
Our insight reports also include your agency's claims statistics, helping you understand your claims experience and identify opportunities to strengthen business quality. These insights are designed to help you focus on the areas that could make the biggest difference to your clients and your business.
Tailored consultancy support
Our tailored consultancy support can help you improve application quality, strengthen client engagement and act on the opportunities identified through your personalised insight reports.
Speak to your usual Royal London contact or request a callback.