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Claims
Protection
Seeing Life Behind
The Numbers
We’ve been paying out claims for over 200 years, so you can depend on us to be there for your clients when they need us most. Our dedicated Claims Team is one of the largest in the industry and has expertise and specialist knowledge in all types of protection claims. See the difference our claims experience can make to your clients’ lives in this short case study video.
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SEEING LIFE BEHIND THE NUMBERS
Our claims statistics tell one side of the story – but it’s important clients grasp the benefit of
financial protection in their own terms too. These case studies can help your clients see
the genuine difference that protection makes to the individual lives behind our claims statistics.
Read Kirsten's storyKirsten's Story
Kirsten, aged 27, had just become a first-time mum when she was diagnosed with MS.
Read about how our protection will help support her family in the years ahead.
"I can’t describe how much easier Scottish Widows has made
a very difficult time in our lives.”
Read Linda's storyLinda's Story
Linda was 54 years old when she was diagnosed with breast cancer.
Read about the difference our financial protection made to her.
"The support that I got, not having to worry about how we’d cope financially – it’s been worth every penny."
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SUPPORTING YOUR CLIENTS
Our claims philosophy is simple – treat every person covered fairly, and pay all valid claims as quickly as possible and with minimum inconvenience.
Your clients take out protection for peace of mind, and our Claims Team is here for them.Grey Claims Panel
We have a holistic approach to paying claims and we do not take declining any claim lightly. If the Claims Team has any concerns about a decision on a claim they can refer the case the the 'Grey Claims Panel', a group of senior managers at Scottish Widows who will consider the facts and give a decision.
Macmillan Support
Macmillan know how a cancer diagnosis can affect everything. Whether it's concerns about who you can talk to, help with money worries or advice about work. They provide free, impartial and confidential support. Your clients can call them with any questions about cancer if they need someone to talk to.
Call 0808 808 0000 (free to call, lines open Monday to Friday 9am to 8pm) or visit online: macmillan.org.uk
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How To Make A Claim
Thankfully the proportion of people who have to make a claim is relatively small, but this means that many advisers have never been through the claims process, so may not know what to expect. If you’re asked to start a claim on behalf of your client, this is what you need to do:
Life Insurance
0800 056 5590
Call us to register a life cover claim.
Once we’ve taken initial details from you, we’ll send you a claim form which should be completed and sent back to us with any other necessary documentation.
This may include:
• the birth, marriage or death certificate of the person covered
• medical evidence to support the claim
• a signed Access to Medical Records Act Declaration (AMRA)
• the original policy schedule
• the original trust deed, if applicable
Critical Illness
0800 056 5589
Call us to register a critical illness, terminal illness or premium protection claim.
For critical illness and terminal illness claims, we can accept claims information over the phone, so your client doesn’t need to complete a form. If you’d like us to do this, please ask your client to call us themselves on the number above to provide the information we need.
Lines open
9.00am to 5.30pm Monday to Friday (excludes UK Bank Holidays).Keep in mind
During the claims process, your client or their family need to continue to make payments to their plan.
Our 2018 Claims Record
When it comes to making a claim, every client matters. See how we’ve continued our strong reputation in supporting people and families with our 2018 claims statistics.
