Royal London, an ICMIF member based in the UK, has enhanced its customer service for British Sign Language (BSL) users by adopting the Convo app. The new service reinforces Royal London’s commitment to inclusive and accessible support, ensuring all customers can communicate confidently and independently.

Customers who use BSL can now connect directly with Royal London through the Convo app. The platform integrates BSL interpretation into customer interactions, allowing fully qualified interpreters to facilitate calls in real time. Calls are typically answered within seconds, and consultants interact as they normally would on the phone, while the interpreter ensures smooth communication. Customers can also receive callbacks through the same channel, creating a seamless two-way experience.

Convo is a trusted Video Relay Service (VRS) provider, and Royal London’s adoption of the app complements wider efforts by the mutual to expand specialist customer support. Consultants have received new guidance and training developed in collaboration with Convo experts, giving them confidence to support BSL users effectively.

A Royal London spokesperson said: “Ensuring all customers can access the support they need in a way that meets their needs is a critical part of delivering fair outcomes, particularly for those in vulnerable circumstances. For customers who use British Sign Language, traditional communication channels can present barriers, making inclusive design an essential priority for modern insurers.

“Improving accessibility is a practical step towards broadening engagement with our products and ensuring more customers can benefit from the financial resilience they provide.”

By integrating the Convo app into its services, Royal London is taking a practical step towards inclusive service design, helping ensure that all customers, regardless of communication needs, can access support confidently.