Communications and Engagement
Andy Davies – Independent Member
“Whilst there has been limited development in 2024, overall ReAssure provides good communications and levels of engagement with its customers.”
Value for money indicator
Why we gave this score
Most communications from ReAssure provide clear and well laid out information for customers. There are, however, some improvements that can be made to the overall ‘readability’.
There has been limited digital development this year due to focus in other areas. ReAssure, however, have continued to keep their core communications and online services up to date.
ReAssure has an established secure, online portal called ReAssure Now. This enables you to track and engage with your pension online. ReAssure Now is available as a website but not currently as a mobile app.
As their communications remain good, we have kept our rating the same as last year.
- Most of ReAssure’s communications are clear and well laid out.
- There could be some improvement to the overall ‘readability’.
- They have tested the ‘reading age’ and ease of understanding with some positive results.
- They have made improvements in several communications.
- ReAssure issued over 150,000 invitations in 2024 for customers to leave feedback on TrustPilot.
- ReAssure provides options for many customers to engage digitally through their ‘ReAssure Now’ platform.
- Registered customers can update their personal details, track their current and projected policy values, switch funds, view documents and contact ReAssure by secure message.
- Non-registered customers can contact ReAssure digitally using online contact forms, or secure email. They can also check their current fund performance, review their risk attitude and switch funds.
- Just under 30% of customers are now registered to use the digital services, but we would like to see even more.
- Usage is high at over 67% of digitally registered customers logged into their portal within the last 12 months.
- Just over 12% of customers are considered ‘gone away’ which has been steadily increasing. ReAssure has a strong ‘gone away’ tracing process so we are hoping that this will bring the number down.
- ReAssure hold email addresses for 46% of their customers. We would like this to be higher and include personal email addresses.
- Over 9,500 beneficiary nominations were completed in 2024.
Some additional information
More information is available here (this link will take you to the website of Standard Life, which is part of the same group of companies as ReAssure).
