Royal London: Vulnerable customers - highlighting those often forgotten

Royal London, the UK's largest mutual life insurance and pensions company, created the Vulnerability Strategy, which used quantitative research to analyse the impact of vulnerability on its customers.

1. Strategy background

Royal London is the UK's largest mutual life, pensions and Investment Company, with over 9 million policies and 900,000 members. Founded as a Friendly Society in 1861, we have focused on helping people through a commitment to delivering the best outcomes for customers and putting them first. Comprised of five business units, our offering covers pension, protection, direct to consumer products, wealth management, and asset management.

With such a large number of customers and diverse product range, it's no surprise that we also have diverse sets of needs amongst our existing and potential customers. We believe our...

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