Just Retirement has welcomed publication of the revised ABI Good Practice Guidance: Improving customers’ retirement experiences.
The Guidance covers clarity and content of communications throughout the process, service standards for dealing with customers and setting up their policies and a template for the wake-up letter issued four to six months before retirement.
Nigel Barlow, head of research at Just Retirement, said: “Our own customer research discovered a higher level of understanding and motivation to shop around for the best income from the ABI draft letter than from the alternatives currently sent to consumers. We would encourage adoption of this format by all providers seeking to improve outcomes for their customers at retirement.
