Royal London

The Challenge

Royal London, one of the UK's largest pension providers, manages policies for millions of customers. A significant proportion of policyholders were becoming "gone away" as they moved home without updating their address details.

Traditional CRA-based tracing was reactive and slow, typically taking 6 to 8 weeks to identify a new address. With rising regulatory pressure from the FCA's Consumer Duty requirements, Royal London needed a faster, more effective approach to maintaining contact with their customer base.

The Solution

Royal London implemented Trace's proactive customer reconnection service, powered by real-time move data. Rather than waiting for customers to fall out of contact, the system identifies movers at the point of relocation.

Data is captured from tenancy agreements and property completions, enabling a triangulation approach that matches the customer to their old address, new address, and move date. This provides a high-confidence match without relying on traditional tracing methods.

The Results