Our Commitment to Building a World-Class Customer Experience
Helping people achieve financial security with confidence is one of the core purposes at Banner Life family of companies. Exceptional customer service is a key part of who we are as an organization, and in our Pension Risk Transfer (PRT) business, that means empowering our annuitants with the support they need throughout their retirement journey and treating every interaction with importance. We understand customers are placing their trust in us during some of life’s most important moments.
For plan sponsors, selecting a PRT provider is about choosing a trusted partner that will serve their employee community with the same care and commitment they have received throughout their careers. Today, our retirement services team proudly serves more than 200,000 annuitants, helping them navigate retirement decisions, manage their benefits, and plan for the future. The team’s commitment to service means ensuring customers receive timely updates about benefits payments and have transparency into their financial security.
However, building a great customer service team doesn’t happen overnight. It is built through continuous investment in people, processes and technology, along with a culture that empowers employees to solve problems with empathy and professionalism.
“When a plan sponsor chooses the Banner Life family of companies as their PRT partner, they’re placing their employees’ legacy in our care,” said Londone Moulds, Head of Client Service and Operations. “Whether we’re helping someone understand their benefit payment, navigate a life event or answer a simple question, our goal is to make every interaction clear and responsive. We know we’re supporting people in their retirement journey, and we have set a high bar for our team to deliver on these expectations every day.”
We’re proud that this commitment has recently been recognized through inclusion in USA TODAY’s America’s Best Customer Service in Financial Services 2026.
The recognition evaluated financial services organizations across key dimensions that matter most to customers, including professional competence, solution orientation, availability and accessibility, transparency and reliability, friendliness, and overall customer service. The rankings were based on extensive nationwide consumer research, incorporating surveys from more than 31,000 customers, hundreds of thousands of customer reviews, online research and an independent validation process.
Awards like this are meaningful because they reflect the experiences customers have with organizations every day. They reinforce the importance of maintaining high standards while continually striving to improve. Our retirement services call center has maintained an impressive 4.7 out of 5-star customer satisfaction rating, based on our internal caller center surveys as of 3/31/26.
Behind every retirement benefit we administer is a person who depends on us to help safeguard the financial future they’ve worked so hard to build for themselves and their family. That’s a responsibility we don’t take lightly. As we continue to grow our PRT business, we remain focused on providing the exceptional service our annuitants and plan sponsors deserve.
CN07092026-3