A Royal London product technician mistakenly told an adviser that several Bright Grey products were to close following a major rebrand.
Yesterday (30 November), the provider announced that its protection businesses, Bright Grey and Scottish Provident, would combine to form a single business under the Royal London name.
In an email sent to Alan Lakey, director of CI Expert, last Tuesday (24 November) a Royal London product information technician said a number of Bright Grey products – including the Lifestyle Plus, Personal and Business Menu – would “close for new business end of day 27/11”.
“As such all the literature for these products should be moved to historic at that stage,” she said.
However, speaking to FTAdviser, Royal London’s senior product development manager Jennifer Gilchrist rejected this, saying the products are “not closing as such”.
She said the technician was wrong for saying the products are closing and had used “technical words that don’t really explain what is happening”.
Advisers will be able to pick up the Royal London products this week and they will be able to use them in the same way they did last week,” Ms Gilchrist stated, adding that Royal London was focused on making sure Bright Grey’s switch was seamless, while also offering consumers “enhanced and refreshed” products.
“Effectively [Bright Grey] is being replaced with Royal London,” she said, adding that the customers are being pointed towards the new Royal London-branded products.
“The literature will be different from Bright Grey, but again it’s just an enhancement to meet consumer needs... it will have the Royal London brand style and the tone of voice.”
Bright Grey took on the Royal London name on Friday (27 November).
A spokeswoman for the mutual said the decision to stagger the rebrand of Bright Grey and Scottish Provident was to establish how the rebrand beds in with one business first.
katherine.denham@ft.com
