Absolutely terrible in every aspect. The website account access is practically useless, failing to provide relevant information and even hiding the beneficiaries’ section, making it impossible to view any details. Calling customer service for help is a complete waste of time - they had no idea how to access it either or how to resolve the issue and instead told me to use the app because it supposedly contains more information (what a joke!). After logging into the app, it simply displayed "Unable to display policy details – contact customer service."Customer service is an absolute disaster, so unprofessional and untrained. They keep transferring me between different agents, none of whom are capable of actually helping.This isn't an isolated issue - every single time I've needed to access something in the last four years, there has been a problem, forcing me to waste another hour on the phone.In the end, they told me to email web support as the only remaining option. To make matters worse, web support completely ignores emails. There’s no auto-confirmation, no response time estimate, not even an acknowledgement of receipt.This level of service is unacceptable for a financial organisation. How can anyone trust a company that fails so miserably at even the most basic customer support?
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Royal London is a purpose-driven modern mutual, helping our customers, members and wider society protect today and invest in tomorrow. The UK’s largest mutual life insurance and pensions company. Award winning products and services.
