Investment Pathways
Maggie Craig – Independent Member
“ReAssure’s Investment Pathway overall score has slipped into Amber this year and there is work to do in a number of areas. The IGC looks forward to working with the firm to address these issues in the coming year.”
Value for money indicator
Why we gave this score
The IGC is pleased with the Communications and Engagement for ReAssure’s Investment pathways proposition and rated this element ‘Green’. However, we rated them ‘Amber’ for Customer Servicing, Investment Performance, and Costs and Charges.
- Most communications from ReAssure provide clear and well laid out information.
- ReAssure’s secure, online portal called ReAssure Now enables you to track and engage with your pension online.
- The firm has started a new project to better understand Investment Pathways customer behaviour and improve customer communications.
- Pathway Option 1 and Pathway Option 3 funds benefited to some extent from their allocation to equity markets.
- Overall performance of the funds is ‘adequate’.
- Pathway Option 2 is designed to track the price of buying an annuity and, broadly speaking achieved that objective.
- ReAssure offer you telephone and postal channels, together with online services.
- This year ReAssure transferred all customer service to an outsourced provider. This affected service levels during the year.
- Customer satisfaction was slightly below target throughout 2024.
- Bereavement claims and transfers out were handled quickly.
- No Investment Pathway customer is paying more than 0.75% per year in charges.
- In many cases the charge you are paying may be lower than you were paying prior to choosing your Investment Pathway.
- There may be lower charging alternatives in the market available to customer particularly for customers in Pathways 1, 2 and 4.
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).
