Our Purpose
Royal London stands for responsible business, social impact, and a commitment to empowering our customers to navigate life's complexities. Established in 1732, we have evolved into one of the leading global providers of life insurance and retirement savings solutions.
Our Business
We offer a comprehensive range of life insurance products to protect individuals and families. We also provide retirement savings and investment solutions through our workplace pensions and individual savings plans.
Life Insurance
Our life insurance plans offer peace of mind by ensuring your loved ones are financially protected in the event of your passing. We offer various types of life insurance, including:
- Advised Life Cover: Bespoke protection tailored to your individual needs and financial situation.
- Direct Life Insurance: A straightforward and affordable option for straightforward protection.
- Diabetes Life Cover: Designed specifically for individuals with diabetes.
- Whole of Life: Guaranteed coverage for your entire life.
Critical Illness Cover
Our Critical Illness Cover helps protect you financially if diagnosed with a serious illness like cancer, heart attack, or stroke.
Pensions & Investments
We provide a comprehensive range of pension and investment solutions to help you plan for your future.
- Personal Pensions: Flexible options to build your retirement savings.
- Workplace Pensions: Expert solutions to maximize your employer's pension scheme.
- Investment options: A diverse selection of funds to suit your individual risk appetite and goals.
Our Values
Our core values of integrity, expertise, and sustainability guide everything we do. We are committed to:
- Providing outstanding customer service
- Offering innovative and competitive products
- Investing in sustainable practices
- Contributing to the communities we serve
- Working in a responsible and ethical manner
Our History and Performance
With over 290 years of experience, Royal London has a rich history and a strong track record of performance. We are proud to be a trusted partner for generations of customers and continue to strive for excellence in all we do.
Overview of Reviews
The reviews provided depict a predominantly negative perception of the company, with customers expressing dissatisfaction with various aspects such as customer service, claim processing, and general communication.
Customer Service and Communication
A common theme among the negative reviews is the lack of efficient customer service and communication. Several customers mentioned long waiting times, unhelpful staff, and difficulties in getting through to the right department. For instance, one reviewer, Leona Graham, stated that the company "don't know what they're doing" and mentioned unauthorized deductions from their account. Similarly, Lucia S. expressed frustration over long waiting times on the phone and a lack of response to emails.
Claim Processing and Payment Issues
Many reviewers expressed disappointment and frustration with the claim processing times and payment issues. For example, Pauline Carey described her experience as "hopeless" and mentioned that it took four years to get her money. Susan Davenport echoed this sentiment, expressing frustration over long delays and a lack of empathy from staff. Aquinah Dee had a particularly distressing experience, with their claim being denied after several surgeries and complications.
Bereavement Support
A few reviewers highlighted issues with the bereavement department, including long delays and a lack of empathy. Susan Davenport mentioned that the department is "not fit for purpose" and described staff as having "nil empathy or understanding." Dave Brockway shared a similar experience, stating that the company failed to provide timely support during a stressful period.
Pension Issues
A couple of reviewers expressed dissatisfaction with the handling of their pensions. Claudia Kirby described the process as "almost impossible" and felt that the company was more interested in keeping her money. Paul Morrell mentioned waiting five months for his pension payment and described the customer service as "abysmal."
Positive Feedback
One reviewer, Julie Henshall, provided positive feedback regarding the handling of her mother's life insurance claim. She appreciated the efficient customer service and expressed gratitude for the support during a difficult time.
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