Royal London awarded No.1 for Service Excellence – Again!

Tue Dec 18 2018

Royal London was awarded 1st place for Service Excellence in the 2018 Brokers Ireland Excellence Awards for the second year in a row. These awards are widely regarded as the most important awards for our industry as they are underpinned by a comprehensive survey of Financial Brokers from throughout the country. Thus, they are a highly accurate reflection of how the broker market believes providers look after both them and their customers.

Since rebranding from Caledonian Life to Royal London in the latter part of 2014, the company set out on a journey to transform the service they provide. In doing so, Royal London has invested considerably in product innovation, system enhancements as well as service model design. This mind-set of continuous improvement has always been fixed on the ambition of making Royal London the protection provider of choice in the Irish market.

Commenting on the award win, Alex Koslowski, CEO of Royal London in Ireland, said, “I would like to thank all Financial Brokers for their much valued support again this year. Since we embarked on our service transformation journey in late 2014, our service enhancements have consistently been recognised by brokers. Having been ranked as the number four provider for service excellence in 2015, last year’s recognition as being number one for service excellence was a significant milestone for Royal London. This year, with your support, we have consolidated our number one position and are once again recognised as the very best for service amongst our competitors which is truly great.

“Notably, this year’s awards have also observed our continued progress in proposition excellence. Having finished second in 2017 for both ‘competitive value for customers’ and ‘innovative product design’, this year brokers voted us as number one in both categories. We’re committed to offering better value and more choice for brokers, and the significant enhancements we made to our Term Assurance and Mortgage Protection products are a good example of that. New product features such as Dual Life for the same price as Joint Life and price-matching for large cases have proven popular with brokers, and achieving first place in these categories is a fantastic endorsement of the innovations we have brought to the market.”

These awards coincide with Royal London’s application to the Central Bank of Ireland to set up a subsidiary business here entering its final stages, and the company maintaining its commitment to the Irish broker market into the future.

Alex continued, “As you may be aware, Royal London is in the process of transforming from an operational entity to a legal entity in Ireland. This means we will be regulated by the Central Bank of Ireland rather than UK authorities. As part of a Group with over €132 billion* in funds under management and positive financial strength ratings from Standard & Poor’s (A) and Moody’s (A2)**, we have been able to heavily invest in the Irish market to ensure that we can continue to operate here for years to come. This is a key strategic undertaking for Royal London in Ireland and is one which further cements our commitment to the Irish broker market and to provide superior service to both brokers and customers.

“I’d like to take this opportunity, on behalf of myself and everyone in Royal London, to thank brokers for their support in the recent Brokers Ireland Excellence Awards and throughout the year. I want to wish you all a very Merry Christmas and a prosperous New Year, and look forward to working with you in 2019 and beyond.”

Royal London always welcomes your feedback and ideas. To contact Alex or any of the team please email

*Figures as at 30/06/2018.

**‘A’ Counterparty Credit Rating from Standard and Poor’s (July 2018) and ‘A2’ Financial Strength Credit Rating from Moody’s (July 2018).

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