Our policyholders come first. We pride ourselves on our excellent customer service – this is reflected in our service levels and the feedback we receive from our policyholders.

80% of calls to our contact centres to be answered in 30 seconds or less
Every one of our contact centres is based in the UK
The vast majority of policyholders rate our service ‘good’ or ’excellent’

* Source: our 2019 Annual Report

Exceeding standards

Not only do we ensure that all of our processes follow the 'Treating Customers Fairly' principles, we seek to exceed the standards and guidelines set out by the Financial Conduct Authority, The Pensions Regulator and the Association of British Insurers

Excellent service

We are members of the Institute of Customer Service, an independent, professional body for customer service.

Institute of Customer Service


PASA Acceditation

We were the first insurance company to be accredited by PASA. We are extremely proud to have been awarded their Gold Standard.

PASA press release

About PASA

PASA (Pensions Administration Standards Association) is an independent body dedicated to driving up standards in pension administration.

PASA's website