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Welcome to RL360's

dedicated financial adviser website

For financial advisers only

Not to be distributed to, or relied on by, retail clients

RL360’s response to COVID-19

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

27 March 2020 - Postal instructions - potential delay

As a result of COVID 19 measures put in place in the Isle of Man, we will no longer be receiving an early morning postal delivery.


This impacts on our ability to carry out pooled switches on the day of receipt.


Please rest assured that we will carry out your switch instructions at the earliest available opportunity but in the case of postal instructions this may not be until the following day.


If you would rather send your instructions as a PDF via email, you can do so on the following address:


switchinginstructions@rl360.com



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 webpages where there is a full list of office and department email addresses that we would ask you to use.



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 webpages where there is a full list of office and department email addresses that we would ask you to use.



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