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.


    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.

    Lewis' story

    Lewis was 45, and the only income earner in his family, when he was diagnosed with bowel cancer, turning his world upside down.


    “I was assigned a dedicated cancer nurse specialist. She was brilliant – she made everything plain sailing and supported me throughout.”

    Read Lewis' story

    Thomas' story

    Thomas was only 29 when he was diagnosed with testicular cancer.


    Read how having Critical Illness Cover in place has helped him to be financially secure.


    “The support I received from Scottish Widows allowed me to find a positive from a very negative experience.”

    Read Thomas' story

    Kirsten'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 Kirsten's story

    Linda'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."


    Read Linda's story

    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.

    Our Claims Team

    Scottish Widows Protect has a dedicated Claims Team with expertise and specialist knowledge in all types of protection claims. This team is part of the wider Scottish Widows claims team, which is one of the largest claims teams in the industry with over 80 members of staff. Each person who claims will be given a claim assessor who will stay with them throughout the claims process.

    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.

    Tackling Client Misconceptions

    There are many myths and misconceptions around not only claims, but financial protection in general. This conversation aid can help you tackle any misunderstandings your clients may  have, to help them make better informed decisions around protection.

    Download now

    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:

  • 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

    0345 601 4179

    Call us to register a life cover claim.

    Or your client can complete our online form and one of our team will be back in touch with them.

    Once we’ve taken initial details, we’ll send a claim form to your client which should be completed and sent back to us. We may need other documentation from your client, which they can send to us with their completed form.

    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

    0345 601 4839

    Call us to register a critical illness, terminal illness or premium protection claim.

    Or your client can complete our health (illness) claim form and one of our team will be back in touch with them.

    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 on the number above.

    We may need other documentation from your client. This may include:

    • medical evidence to support the claim
    • a signed Access to Medical Records Act Declaration (AMRA)
    • the original policy schedule.

    Lines open
    8.00am to 6.00pm 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 2019 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 2019 claims statistics.

Claims image

Protection Facts

Download our handy PDF summary of the key facts your clients should know when considering protection.


How to apply

Easy steps to get a convenient online quote and application

Quote and apply

How we can help

Better protection conversations

Scenarios, hints and tips to help introduce protection to your clients.

Client conversations

Scottish Widows Care

Financial payout isn't always enough, that's why we provide emotional and practical support to all protection clients.

Find out more

Protection tools

Our useful tools and calculators can save you time and help you with your client conversations.

Useful tools