Royal London Mutual Insurance Society Limited Reviews 5.748

Absolutely super, so helpful and truly professional. Very comforting to know everything is secure through email and I trust my pension is in the right hands. Thank you

I spoke to Theodora and she was helpful, human and reassuring. The whole interaction was very straightforward. Thanks.

I spoke to a gentleman called Luther, who is a truly professional young man.
Just made everything so simple to understand,
Did not rush anything, gave me plenty of time to explain my situation.
Have to say, he was the best call centre person ever to talk to.

PLEASE READ BEFORE TAKING ANY POLICY WITH ROYAL LONDON!
Outrageously bad service from Royal London. My husband was diagnosed with a terminal illness, with less than 12 months to live, on 5 November 2025. We submitted a claim to Royal London the following day for his life insurance, providing his SR1 form (which is only issued when someone is diagnosed as terminally ill). Royal London reviewed the claim and then refused it, stating that he was receiving immunotherapy and that there was a possibility this could prolong his life, despite the oncologist emailing them to explain that this was not the case.
We then contacted their complaints department and asked for the decision to be reviewed again, but it was refused once more by their Chief Medical Officer. The oncologist sent another email explaining that immunotherapy had now been stopped and that he had approximately 7.5 months left to live, yet again they refused to pay out on the claim.
It eventually reached a point in February 2026, after a long battle with Royal London (and us having to go to the Financial Ombudsman), that they agreed to pay the claim. However, they would only pay from their ‘admit date’, which was February 2026, rather than from November 2025 when the claim was first submitted.
If you find yourself in this very unfortunate situation, please bear in mind that the decision made by Royal London’s ‘Chief Medical Officer’ may override the opinion of your oncologist or any other medical professional involved. It is very clear that Royal London are avoiding making payouts and are benefiting financially by not paying from the correct claim dates.
The service was so unprofessional to the point that the people handling the claim could not even use our names in an email! What a despicable way to treat someone with a terminal illness. They clearly do not take kindly to people fighting for what is rightfully theirs, and fighting is exactly what we had to do.

All my dealings with Royal London have been first class. Customer service is exemplary

Great service, the initial call had a technical issue, but Rachel Mannion rang me back straight away. Very helpful and polite service.

Terrible telephone customer service. Waiting nearly an hour for someone to answer the call. Had a query about submitting online change of beneficiaries form. The person who eventually answered the phone couldn't care less and repeatedly mumbled "I'm not sure". Complete waste of time. Please Royal London, train your staff and ask them not to sound as if they're falling asleep!

Debbie eyre was fantastic, helpful and reassuring while being very methodical and professional. I appreciate all of her help!
Thank you Lee.

Everything worked just as was explained to me and quicker than the estimated timeline I was provided with.

Fantastc service as always

Scarlet Chamberlain was so helpful in making everything clear and easy. Many thanks!!

Debbie was very friendly and efficient. She explained everything to me in respect of my request. Also, telling me she would send me a link, (which i have received) to make it a little easier next time.

Cannot review my pension online and have to wait 17 days for a quote. I know it was old type of pension but other providers have given me access so I can monitor. Very antiquated mode of operating and not helpful when call just say will provide the quote and information will be attached. Dread to think how long they will take to enable to transfer out ! We wait and see.

Jane Collins the agent was fantastic and very helpful and friendly. Service was easy and smooth. Please pass my thanks to Jane.

Spoke with a lady called alison about pension release, she was very helpfull and informative.

Communication is horrendous!

1st call December 2025, request to surrender policy, "we will send you surrender anount via post " nothing received even after calling thereafter weeks later!

10th April
As per above, apologised again
" we will send via email so no further delays " checked my junk & inbox for a week, still nothing received!

A week later, had to wait over half hour to speak to someone, who finally sent the form via email, though was NEVER advised at ANY point I could stop payments with immediate effect and still keep the policy, though noted it was in the small print!

They reply you can tick this option on the form, yet there is NOT an option on the form sent as she sent a form to surrender, so asked for further information/documents that offer this, yet no reply again!

I demand to be compensated as the "evasive responses" shocking communication just causes further delays so you can debit our account and causes further stress!

Great service and easy to apply for a draw down policy im very happy with the service i recieved thanku ....

The service from Royal London is second to none.Their response to my request was promptly & proficiently carried out to my instructions.Thankyou for your efficient & well performing products & service.

The customer service from Nicole was very professional, courteous and friendly.
She pointed me in the right direction and is forwarding me the appropriate information to help me make the right decision going forward.