Commitment to Continuous Improvement Paying Off


4th Apr 2017

Leading protection specialist Royal London’s focus on continuous improvement isn’t just a short term strategy; it’s a long term commitment to invest in continual improvements for Financial Brokers and their clients. As the sole provider in the Irish protection market which sells exclusively through Financial Brokers, Royal London can truly say that it’s committed to the Financial Broker market. With this in mind, it listens and takes action when it comes to feedback and suggestions from Financial Brokers to improve, particularly when it comes to more adaptable processes and providing valuable resources.

Flexible functionality that suits you

As part of Royal London’s focus on continuous improvement it has introduced more choice and flexibility around how you can use its online systems. It realises that not every Financial Broker’s way of working is the same, for example some prefer to download and send policy documents by email while others prefer to print hard copies of them. To ensure that there are functions to suit you whatever your process, since 01 March Royal London has given Financial Brokers the option to download, save and print client policy documents themselves.

Greg Dyer, Head of Operations at Royal London said, “We want to make the process of doing business with us as easy as possible so we were keen on making our online systems more adaptable to the different ways which you might work. A highly requested improvement which we gathered through insights from surveys and feedback from you generally was printable policy documents.  Some of you wanted the ability to print policy documents, especially policy schedules from your own office. Our new facility means just that, you can now access PDF versions of all new policy documents to save, email or print them as you wish. So choosing whichever best suits your process is really up to you.

“In the short term Royal London will continue to post you out copies of your client’s policy packs. But if you would like to change what is sent to you by post, you just need to let your Royal London Broker Consultant or Case Manager know.”

Online Broker Support

Toward the end of last year Royal London launched a new online broker support portal aimed at helping Financial Brokers to support and grow their business. This new area on its Broker Centre offers resources like personalised flyers to drive sales and a range of calculators which include life cover duration and indexation calculators.

Greg said, “Our online Broker Support Portal allows you to easily import your contact details and download or print personalised marketing flyers directly. The Life Cover Duration Calculator is very handy. It can be used to help find out how long a client’s life cover payout will last based on the sum assured and their monthly expenditure and you can even choose to link to this calculator on your own website so that your clients can utilise it.

“In addition to this, we’ve made some other positive changes which you’ve requested to improve our Document Store by simplifying it so that you can quickly find what you need. There is now a top 10 requested document section and quick links to every document in one place too. These updates have made finding the documents you need simpler and much faster.

Royal London wins ‘Most Improved Ranking’

It’s looking like this focus on continuous improvement is paying off for Royal London. At the recent Irish Brokers Association’s 27th Annual Insurance Service Awards the company won the award ‘Most Improved Ranking’ in the Life category. The awards, which recognise service excellence from providers, is a major business and service objective for companies operating in the Irish market.

Commenting on the win Greg said, “We were more than delighted to win ‘Most Improved’ by achieving a significant improvement in rankings compared to the previous year at the recent IBA Insurance Service Awards. We’ve been working hard towards making improvements that make a difference for you. It really is an excellent achievement in the face of very considerable competition and the award now has pride of place in our office. For us, receiving this accolade is an acknowledgement that the strides we have already made when it comes to improving our offerings are resonating and valued by you. We have no plans to slow down on this front anytime soon, with lots of exciting developments in the pipeline.

“On behalf of all the people at Royal London, I’d like to say thanks to all of you who took the time to vote for Royal London in the 2016 IBA awards. And when it comes time for this year’s awards we hope to have improved and impressed you even more to earn your vote again!”

Visit for all Royal London’s latest news and developments.

Author: Greg Dyer, Head of Operations at Royal London

Royal London

PHOTO CREDIT: dak photography