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Delivering innovative high quality mailings

Royal London is the largest mutual life, pensions and investment company in the UK with around 9 million policies in force, and has been in a strategic partnership with Capita for over a decade.  Capita Intelligent Communications worked closely with Royal London to help plan better ways of producing mail and correspondence packs for its customers.


Previously, documents had been printed on oversized A3 paper stock, then cut down to size by hand, before being matched up with the correct inserts. Finally they were prepared for posting.

The entire process was redesigned and transferred to Capita’s secure, automated production facility in Mansfield. The result is a slicker, quicker system producing a more professional product whilst saving the client money in terms of overheads, staff time and office space.

The production time for each batch of documents has been dramatically reduced.

All original maturities documents have been carefully redesigned to A4 size, removing the need for A3 paper, printers and manual cutting.

Each document now features a 2D barcode which relates to a specific printing file and contains unique identifier information. The result is that each document is produced right-first-time with the correct contact and account details. It also means the document can be matched up with the right inserts automatically.

By creating digital images, the correspondence could be sent via PDF and viewed on portals.

In addition, we have supported the Royal London Thematic Review programme which included making significant changes to all printed communications and annual statements.

Automation has enhanced the customer correspondence packs by utilising the state-of-the-art white paper solution, enabling enhanced insert capabilities and personalisation of packs


Increased efficiency of production
Increased production speed
Readily available MI
Reduction in human errors
Reduction in manual processing
End to end audit trail (mail piece level reporting)

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