Engaging with customers

One of the ­biggest ­problems we face as a closed life office is ­maintaining ­engagement with customers. We don't sell any new products, so have limited ­opportunities to speak to them. This makes the annual statement a vital tool in communicating ­essential information. However, research ­commissioned last year among customers who had just received their ­annual ­statements found that while nine out of ten claim the statements were easy to ­understand, a quarter read them in full and almost one in ten didn't read them at all.   IFAs have a key role to play in ensuring pension policy...