Royal London 360° (RL360°), the international division of the Royal London Group, has been awarded an additional star for service in its latest full AKG report.

AKG Actuaries and Consultants specialise in the provision of ratings, information and market assistance to the financial services industry. The company’s reports are designed to provide advisers the information they need to assess the relative strengths of offshore long term insurers.

As well as retaining its overall AKG rating of B+, RL360°’s efforts in the area of service were acknowledged with an extra star, taking its service rating to four stars.

The objective of AKG’s service rating is to assess the quality of an organisation’s service to the intermediary market. Criteria taken into account include: performance in surveys, awards and benchmarking exercises (external and internal), the organisation’s philosophy, service charters, the extent of investments designed to improve service, and feedback from intermediaries.

The report acknowledges that RL360° has “created the platform to make service a key part of the enlarged Royal London 360° proposition for the future”.

Once again, AKG notes RL360° as a “key component” within the Royal London Group. “Overall, the Royal London 360° operation appears well positioned in terms of its own capital position and strategic direction,” says the report.

Director of Marketing Natalie Hall commented:

“I am delighted that we’ve been awarded the extra star in recognition of the huge amount of work we have undertaken during the past 12-24 months to improve our customer experience. 
“We have completely re-engineered our back office and launched a whole host of new online servicing and improved functionality.

“That said there is still much we want to do and we are working on a continuous programme of enhancements."