Why EQ Chose Mailock to Drive Engagement in the Pensions Market

Postal communication dominates the pensions industry, but it leaves firms in the dark about delivery and engagement.

EQ Group (Equiniti) wanted a better way to measure outcomes, reduce costs, and meet customer expectations - securely.

We spoke to Jordan Hindley, Solution Owner for Wealth, Life and Pensions at EQ, about why they chose Mailock as a strategic solution for secure customer engagement.

Who Are They?

EQ delivers expert shareholder, pension, and remediation services to clients across the globe.

Each year, the firm manages £15.1 billion in payments to pensioners and annuitants in over 180 countries.

The Challenge

EQ’s digital transformation strategy demanded a secure email solution that would work seamlessly across its life and pensions operations. Customer expectations were changing. More policyholders and members wanted digital communication. The business needed to reduce reliance on post and provide assurance that messages were being received and understood.

With Consumer Duty adding pressure to evidence positive outcomes, EQ wanted to modernise how it monitored communications and empowered customers to engage through their preferred channel.

The Solution

EQ chose Mailock after identifying a strong product fit through a collaborative pilot and proof of concept.

The platform’s integration with Microsoft Outlook, audit tracking, message recall, and simplicity for internal and external users were stand-out features.

It took only a few days to implement the gateway-as-a-service model.

"The implementation process was painless.

It took just a couple of days and was easily understood by our IT colleagues.

Mailock met our strategic and corporate objectives, and the feedback from the pilot was extremely positive."

Jordan Hindley, Solution Owner - Wealth, Life and Pensions, EQ Group

The Outcome

Mailock is now being rolled out across EQ Retirement Solutions.

With channel shift opportunities that reduce operational overheads and deliver environmental benefits, the team anticipates measurable savings in the year ahead.

The ability to revoke messages, monitor engagement via audit trails, and prove delivery has enhanced EQ’s confidence in meeting Consumer Duty requirements.

By ensuring communications are read and understood, EQ can more accurately assess service outcomes and make informed improvements.

Mailock also supports inclusive communication by giving recipients a secure digital channel of choice - ideal for older or vulnerable customers who may prefer email over portal access.

The partnership has proven culturally aligned, technically robust, and strategically sound - with both parties excited for what comes next.