Building long-term relationships

Call us old fashioned, but we want to get to know you personally. That’s why we give you a named case manager and underwriter to look after all your cases from start to finish.

Your underwriter will happily give you their number, so you can ring them directly with any questions you have. And your case manager will call when they say they will, providing you with regular updates by phone or email, whichever you prefer.

Because we don’t believe one size fits all, our customer service team tailor their approach to meet your individual needs. To find out more, we talked to Underwriter Dave McGough and Case Manager Lynsey Davidson about how they build long-term relationships with their advisers.

How does Royal London’s case management approach benefit advisers?

Lynsey: Advisers only have two points of contact throughout the whole new business process. From quotes to new applications, all the way through the underwriting process until the plan goes in to force, it’s always their named case manager and underwriter that they’ll speak to.

Dave: This helps build trust between us and our advisers, giving them the peace of mind that if we’ve committed to an action, it’ll be fulfilled.

Lynsey: Overall, it means we can manage each application as effectively and efficiently as possible, getting it on risk as quickly as we can for the adviser. And if there are any problems, we’re just a phone call or email away.

How do you tailor your approach to suit individual advisers?

Lynsey: I’ve got different accounts that prefer to be contacted in different ways. For example, I have one account that I always prepare a weekly report for. They know that every week, they’re going to get a report from me that’ll give them an update on the stage of all their applications. However, I have other accounts that prefer not to work that way and just want an update as and when I have it.

Dave: In addition, there are some advisers who just want to hear the final decision, once the acceptance terms are available, and that’s absolutely fine too.

How would you describe your relationship with advisers?

Lynsey: I would describe it as a personal relationship – we know our accounts and our advisers on a first name basis. Some advisers we’ll speak to once a week, sometimes more than that, just whatever they need from us.
Dave: I’d also describe it as an adaptable relationship. Advisers have our direct contact details so they know they can contact us on any occasion. Sometimes they might also want us to speak to a client directly and we’re more than happy to do that too.

What’s the main advantage of having direct access to an underwriter?

Dave: We’re on hand as the first port of call for any underwriting queries an adviser may have, at any stage of the process, and can explain the reason for decisions to the adviser or their client.

What’s the main advantage of having direct access to a case manager?

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Lynsey: Always having the same point of contact means advisers only have to explain themselves once. And because I look after the same cases on a day-to-day basis, I know what’s going on with each of them so if an adviser does get in touch, I can answer any questions.

Learn more about our case management approach