Adviser  >  Introducing our new-look customer communications

Introducing our new-look customer communications

Introducing our new-look customer communications


There's no doubt about it. Pensions can seem complicated.

What the new packs look like

Click each image to see more.

Personal Pensions:
1. Illustration pack

Personal Pensions illustration pack

2. Welcome pack

Personal Pension welcome pack

Group Pensions:
1. Illustration pack

Group Pensions illustration pack

2. Welcome pack

Group Pension welcome pack

So, with this in mind we've started to review our customer communications, to make sure they are as clear and simple as they possibly can be.

That way our customers will understand exactly what they are buying and the benefits for them.

We've started with our illustration packs and welcome packs which are available now for Retirement Solutions group schemes and individual plans.

If you have clients that have started the process of taking out a plan with us, then they may have already received some documentation in the old format. From now on they'll receive communications in the new style which will be easier to understand.

Why are we doing this?

We've carried out research and listened to the views of advisers and our customers. They've told us that they want our communications to be clearer, more concise and easier to understand. So that's what we've done.

This is just the start of a journey to improve our customer communications to make them more engaging giving our customers a better overall experience.

These changes also mean the customer receives less paperwork and can view the new documents online.

How does this help you?

  • Our improved communications will help you to explain our products to your customers - making it easier for you to do business with us.
  • Increased customer engagement can reflect well on your business.
  • You'll now be able to select a default option for who should receive the welcome packs so you have more control over what is issued, making sure it is more aligned to your business model. You can opt to have the pack:
    1108bulletpoint sent directly to the customer
    1108bulletpoint sent to you
    1108bulletpoint sent to the customer with a copy to you.
  • You and your customers will be able to view all welcome packs through our online service removing the need for you to scan copies.
  • For an individual pension plan you'll also be able to view the new business documents through our New Business Tracker for up to 3 months after completion of the plan, which gives you a single view of all your new business cases in the pipeline.

See the new packs

To see the new packs in more detail please speak to your usual Scottish Life consultant. They can also give you a walkthrough of the online functionality.

For professional advisers only

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