Customer Servicing
Rachel Haworth – Independent Member
“While ReAssure service standards have stabilised across the year, customer complaints and dissatisfaction were slightly higher than desired.”
Value for money indicator
Why we gave this score
In 2024, ReAssure changed how they service your pension. They have outsourced all customer servicing to an external company, Diligenta, which has involved moving some work to India. As expected, this caused some impacts to customer service, while new processes and people were embedded.
Customer satisfaction was slightly below target throughout 2024 with an average of 80% of customers satisfied with the service they received. Complaint volumes were also higher than tolerance, with an average of 41 complaints per 100,000 policies per month. The main issue is delays, particularly when customers wish to take money out of their pension at retirement. The IGC has been pleased with how quickly Senior Management has responded to these issues to safeguard customer outcomes.
Alongside ReAssure’s telephone and postal channels, they also provide you with the ability to view your pension online, send in online forms and contact ReAssure through secure messages. The online self-service offering remains limited and they do not currently offer an app.
For these reasons the IGC has given an ‘Amber’ rating for 2024.
- Customer satisfaction was slightly below target throughout 2024 with an average of 80% of customers satisfied. Management have quickly reacted to any customer impacts to safeguard customer outcomes.
- 86% of customers were satisfied with the digital service.
- Complaint volumes were low.
- Sample testing of calls confirmed that the quality of customer service, although slightly behind target in Q1, remained high throughout the rest of the year.
- Acceptable Information Security strategy.
- Vulnerable customer servicing needs some improvement.
- In 2024, ReAssure changed how they service your pension. They have outsourced all customer servicing to an external company, Diligenta.
- 95% of transactions were completed within 10 days, although money out and retirement journeys were slower.
- Complaints handled in a timely manner.
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).
