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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.

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

80% of calls to our contact centres to be answered in 20 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 2022 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.

During 2021 we worked with the Institute of Customer Service to independently measure ourselves against other companies. We achieved an ‘excellence score’ well above the average for insurance companies and at a similar level to companies known for their focus on customer service such as John Lewis and Amazon. We are especially proud that the majority of those surveyed said our service could not have been any better. One area in which we scored particularly highly on was our competence, helpfulness, clarity and empathy when dealing with their enquiries during the bereavement process. 

Accredited for our pension administration standards


Three years after becoming the first insurance company to be accredited by the Pensions Administration Standards Association (PASA) in 2019 we successfully completed our first re-accreditation.

PASA promotes and improves the quality of pensions administration services for UK pensions. Our continued 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