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

  • It’s a real pleasure to call a company and wait only 15 seconds for an answer. Amazing to get a concise and prompt answer straight away on a call. In this day and age it’s very unusual

    A policyholder

  • I think it’s a great service the way that you make sure that I was the right person and they gave me confidence in the fact that nobody can access my data but me so thank you very much

    A policyholder

  • Without a doubt a first class service. Very polite and helpful on the telephone.

    A Rothesay policyholder

  • Your service is excellent, keep up the good work!

    A Rothesay policyholder

  • Your service has been exemplary over all the years for which I thank you.

    A Rothesay policyholder

  • You couldn't be more helpful, I am very satisfied with your service.

    A Rothesay policyholder

High standards

We are committed to delivering good outcomes for every one of our policyholders. We are members of the Institute of Customer Service, an independent, professional body for customer service.

Institute of Customer Service

Customer satisfaction

Customer satisfaction is reflected in both the positive feedback and the low levels of complaints we receive from our policyholders. All complaints are thoroughly investigated and we try learn from any issues raised.

Our complaints process

Our service levels

20
seconds
80% of calls to our contact centres to be answered in 20 seconds or less
UK
team
Every one of our contact centres is based in the UK
96%*
positive
The vast majority of policyholders rate our service ‘good’ or ’excellent’

*Source: Our 2024 Annual Report

We value your feedback

We value all feedback from our policyholders. It helps us to understand how we can continue to improve our service. We send out paper surveys as part of most of our standard communication packs and there are further options to provide feedback to us both online and when you speak to us directly.

Accredited for our pension administration standards

 

The Pensions Administration Standards Association (PASA) promotes and improves the quality of pensions administration services for UK pensions. We were the first insurance company to be accredited by PASA. Our continued PASA Accreditation demonstrates that Rothesay is wholly committed to delivering outstanding service while reassuring policyholders that their pension benefits remain safe and secure.

PASA's website

Click here to go to the Policyholder homepage