Adviser > About Us > Scottish Life wins 'Five stars' service awards
Scottish Life wins 'Five stars' service awards
Recognising our
excellent service to advisers
We are delighted to have won two 'Five Stars' awards at the Financial Adviser Service Awards ceremony held on 19 November 2009. We received 'Five stars' for:
- Excellent service
- Most improved Life & Pensions company.
Providing you with the right mix of ingredients
"We've undertaken significant cultural and operational steps over the last few years, so winning the service awards is a powerful endorsement from our customers that they like what we’ve done.
We look forward to enhancing our reputation as a pension provider known for its great customer service".
Isobel Langton, Head of Customer Service
We've listened to what you want and as a result have found ways to make life easier for you and your clients to do business with us:
- Named contacts – dedicated individuals to deal with all new business applications.
- New business case management system – you see what we see, so you can track all business cases from start to completion.
- Better call handling – 65% of all inbound calls handled by one person.
- Clear policyholder documentation – reducing the time you need to spend explaining what things mean to your clients.
Winning the top prize for service is just the icing on the cake.
We've also received:
- 'Five stars' in the FTAdviser.com Online Service Awards
We won this award for the last three years, reflecting our strong expertise in online and digital media. - Best Group Pension Provider in the Moneyfacts Awards 2009
For the same awards, we were also commended for the best pension service. - Innovation in customer focus in the Scottish Financial Enterprise Innovators Awards 2009
Not only did we win the award for innovation in customer focus for our Income Release product, we were also crowned 'overall winner' of these Innovators Awards. The awards demonstrate our strong commitment to delivering customer focused propositions. - Gold Standard (Incisive Media) Award for Personal Pensions
We’re exceptionally proud to have won this award as it’s one of the toughest awards to get since it reviews performance in trust, fair value, financial strength, service and capability. We’re the only pension provider to achieve the Gold Standard quality. - Best for Individual Pensions New Business Servicing
This endorsement that our new business team is the best was received in the Individual Pensions Satisfaction Survey of 501 IFAs undertaken by Defaqto1.
Great propositions supported by great service
- Pension Portfolio – Our flagship individual personal pension product is supported by a comprehensive online service facility, reducing time you spend on administration.
- Income Release – Our integrated drawdown facility allows your Pension Portfolio clients to tailor pension benefits around their changing circumstances. It has made a huge impact in the market with recent market share figures2 for the third quarter of 2009 confirming that we have 43.1% of the drawdown market. We believe its strength is in how customer-focused it really is.
- Flexible investments - Our unique governed investment solutions continue to help IFAs meet TCF principles and comply with pension switching requirements. Our investment process provides you with the tools to service a client over the long term in a commercially cost effective manner.
Solid financial strength
Ratings agencies maintained our financial strength rating in 2009 unlike other providers whose ratings have been downgraded3. Our strength is based on the strong support from our parent company Royal London - the largest life and pensions mutual in the UK.
This stable outlook provides the reassurance you need to recommend us with confidence to your clients.
Would you like to know more?
Contact your usual Scottish Life representative or call us on 0845 60 40 800 to find out how our award winning service can make life easier for you, your business and your clients.
Note:
- Individual Pensions Satisfaction Study, Defaqto Insight Report, March 2009.
- 2009 Scottish Life and Association of British Insurers figures. Excludes internal transfer business.
- Life and Pensions magazine, June 2009.
For professional advisers only
