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RL360’s response to COVID-19

This page will provide regular updates on how we at RL360 are addressing the coronavirus (COVID-19) crisis.

24 July 2020 - Offices now open

All our Isle of Man based staff have now returned to working from the office. This includes our Contact Centre team, who are now able to take your phone calls again.


We have staff now back in all our international offices too, either they are back full time or in some cases on a 50/50 basis.



29 May 2020 - Our offices – an update on staff returns

In some jurisdictions where we have offices the process of returning to work is beginning. In all cases, our primary consideration is the health and safety and wellbeing of our staff and this is paramount in all the preparations taking place.


Here is a summary of the current situation in each of the locations that we have an office.


Isle of Man

We have started Phase One of the IoM return, which will involve a small number of staff working from the office. The majority of our staff are still working from home, however, and so advisers and clients should continue to contact us by email rather than by phone for now.


Hong Kong

Our Hong Kong staff are working on a 50/50 basis in the office on alternative days.


Malaysia

The current Conditional Movement Control Order that restricts where people can travel and who they can visit has been extended to 9 June. Our team in Kuala Lumpur continue to work from home.


Uruguay

There is no change in Montevideo and whilst the pandemic is under control the government is still advising people to stay and work from home.


Lebanon

Staff will be in the office on Mondays, Wednesdays and Fridays.


Dubai

The team continues to work from home, with the office only open for a few hours a day for cleaning and maintenance activities..


South Africa

Our staff are back in the office.



26 March 2020 - Getting in touch with us

We have changed the way our Dealing and Switching Team and our Contact Centre work in order to provide you with the best possible level of service at this challenging time.


Dealing and Switching Team


Our Dealing and Switching Team can now be contacted by email only. All of the team’s staff can access these emails and will respond to them as quickly as possible.


For Dealing, the address is: dealingenquiries@rl360.com


All Dealing Instructions MUST be sent to dealinginstructions@rl360.com


Switching Enquiries, the address is switchingenquiries@rl360.com


All Switch Instructions MUST be sent to switchinginstructions@rl360.com


For Asset Transfers, the address is asset.transfers@rl360.com


Contact Centre


Our Contact Centre staff can also be contacted by email only. Again, all of the team’s staff can access emails and will respond to them as quickly as possible.


For the Contact Centre, the address is: csc@rl360.com


Payments by cheque


For the foreseeable future we may not be able to process the regular cheques/bankers drafts you send to pay your premiums. We will obviously endeavour to bank any cheques received by RL360, but where this is not possible we will hold the cheques.


An alternative is to pay your premium by bank transfer or credit card, where the product allows.


Around the world


Following local government advice, most of our offices worldwide have now closed, with some retaining a skeleton staff where necessary. Those staff working from home continue to have access to our systems and email and are working hard to ensure you continue to receive a good level of service, but please note you may experience a slightly longer than normal response time.


During this challenging period we would appreciate where it is possible for you to contact us by email, rather than by phone. Please visit the following webpage where there is a full list of office email addresses that we would ask you to use.


Customer service and office information


Online services


Please also don’t forget the wide range of functionality available to you on our Online Service Centre. If you are not already signed up and need help to do so, please contact websupport@rl360.com


We’ll keep in touch


Here at RL360 we will continue to follow government advice and best practice so that we play our part in combatting the spread of the virus.


We’ll keep you up to date.



24 March 2020 - UPDATE ABOUT OUR OFFICES

Like many businesses around the world we are facing the challenges of COVID-19 and we are continuing to follow government advice and best practice so that we play our part in combatting the spread of the virus. Our primary aims continue to be to protect our staff, while continuing to provide the best possible level of service to our customers and our financial advisers.


As such we have been advised by the relevant local authorities to shut some of our offices around the world. In other locations, including our Isle of Man head office, we are operating with some staff working from home. Wherever staff are working remotely, they are still working. They continue to have access to our systems and email and are working hard to ensure you continue to receive a good level of service, but please note you may experience a slightly longer than normal response time.


During this challenging period we would appreciate where it is possible for you to contact us by email, rather than by phone. Please visit the following webpage where there is a list of office email addresses that we would ask you to use.


Customer service and office information



19 March 2020 - Regional Office Update

Following advice from the relevant governments, we have temporarily closed our offices in Montevideo, Kuala Lumpur and Beirut due to the Coronavirus (COVID-19). Our staff in those offices are now working remotely from home and have full access to email and office systems. Please can we ask you to email these offices rather than phone them if you have any queries.


Our other offices are open.



16 March 2020 - Message from David Kneeshaw, CEO

I wanted to provide an update to our customers, financial advisers and other stakeholders on how we at RL360 are addressing the coronavirus (COVID-19) crisis.


These are challenging times and our entire leadership team and our staff are fully engaged in delivering as uninterrupted service as is possible and working with you through this difficult period. The situation is changing on a daily basis and we are continually monitoring developments and the advice from Government and other trusted sources to ensure our response remains appropriate, measured and follows the most up to date best practice.


Our primary focus is the safety and well-being of staff while we continue to deliver service to our customers and advisers. We have taken a range of steps to protect our staff including additional cleaning and sanitising of office premises, monitoring and restricting business travel and meetings and postponing internal events.


We have the ability for staff to work remotely where appropriate, should the situation require it. We have thoroughly tested these scenarios and we are fully confident that we will be able to continue to provide a fully secure service.


RL360 is a financially strong and extremely well capitalised organisation. As recently as January 2020, independent actuaries AKG recently reaffirmed our B+ Financial Strength rating, the joint highest of any company in the offshore sector. We are part of IFGL, which manages assets of over $12 billion (at 31 December 2019) for over 80,000 customers all around the world. Our products are designed for the medium to long-term investor.


The situation is fluid and we will therefore keep this page updated.


If you have any questions, please email us at csc@rl360.com


David Kneeshaw, CEO