RL360’s response to COVID-19 | RL360 Adviser

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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.

14 July 2021 - RL360’s Isle of Man call centre is currently email only

We have been notified of a positive Covid-19 test result for a staff member in our RL360 call centre and under Isle of Man Government guidance it is necessary for us to ask our call centre staff to work from home for a period of time. 


During this time we will not be able to offer our normal telephone service. Our Contact Centre staff can be contacted by email only at: csc@rl360.com 


All of the team’s staff can access emails and will respond to them as quickly as possible.



21 April 2021 - Isle of Man staff return to the office

Following the end of the Isle of Man lockdown, all Isle of Man staff have now returned to working from the office and can be contacted by phone as well as email.



23 March 2021 – Isle of Man lockdown extended

The Isle of Man Government has extended its lockdown measures and therefore our Isle of Man staff are continuing to work from home until the situation changes. 


We will update this page when the restrictions are lifted.



2 March 2021 - Isle of Man office closure due to Covid-19

We are continuing to follow government advice and best practice with regards to the ongoing Covid-19 pandemic. 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. 


Given a recent increase in cases on the Island, we have been advised by the Government to move to our staff working from home from midnight (UK time) tonight, for an initial period of three weeks. As such, we are transitioning our staff to work from home with immediate effect. This worked smoothly in previous lockdowns and our staff are fully equipped and trained to work remotely. Staff 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 our Customer Service & Office Information page where there is a list of office email addresses that we would ask you to use. 


There are also some changes to the way our Dealing and Switching team and our Contact Centre will operate, as follows.


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

During this period, 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.