Annual protection statements: A nudge in the right direction

In July, we launched protection plan statements to our customers. Whilst this in itself is not exactly ground-breaking stuff, as an industry we're notoriously bad at engaging with our customers. So is it any surprise that consumers don't trust us and customers don't always fully understand the products they've taken out? And what about all those valuable additional benefits customers get with their plan that probably went in one ear and out the other when you were making your recommendation - do we really expect them to remember about these once their plan is in place? At Royal Lon...