Royal London announces enhanced British Sign Language customer support with the adoption of the Convo app

Royal London has launched a dedicated service to better support customers who use British Sign Language (BSL) through adoption of the Convo app.

It underscores Royal London's ongoing commitment to accessible and inclusive services, ensuring all customers are able to communicate confidently and independently.

Customers who use BSL can connect directly with Royal London via the Convo app. By integrating BSL interpretation into its customer interactions, Royal London is strengthening its commitment to accessible service design, ensuring that all customers can engage with its services confidently and effectively.

Convo is a trusted Video Relay Service (VRS) provider. Through their app, BSL using customers can connect with a fully qualified interpreter who will place a call to Royal London on their behalf. Calls are typically answered within seconds; for consultants, the conversation takes place as normal on the telephone, with the interpreter facilitating the exchange in real time. Colleagues will also be able to call customers back using the same channel, creating a smooth, two-way communication journey.

Opening the Convo channel complements the broader work underway to expand specialist support across Royal London. It also gives consultants greater confidence when supporting BSL using customers, thanks to new training materials and guidance developed in partnership with Convo’s experts.

Commenting on the inclusion of the convo tool, 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."