Care - Added value benefits
Protection
Scottish Widows care
Scottish Widows Care includes wellbeing services from RedArc support to Square Health’s mobile app, Clinic in a Pocket™, helping demonstrate the value of protection beyond a financial pay-out.
Clinic in a pocket - 24/7 medical expertise
Clinic in a PocketTM gives your clients access to medical expertise from the comfort of their home or if they’re on the go.
Support from day one with Red Arc
Our policies offer your clients, their partners and children practical and emotional support from an experienced nurse through RedArc
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Keeping your clients informed
Each year we send you and your clients a statement of benefits summarising the cover they have in place. This gives details of the cover in your clients' plan, what the cover costs, details of Scottish Widows Care and useful contact information.
This gives your client a timely and tangible reminder of the important cover they have, and gives you the opportunity to review your clients’ protection needs, remind them of the value of advice and build an ongoing relationship with them.
Scottish Widows Protect plans are flexible and can be adapted to meet your clients’ changing needs. Using the Annual Plan Summary as a basis for your discussions can help identify if the protection that your clients currently have in place is still appropriate, or if changes need to be made. The Annual Plan Summary also encourages your clients to speak to you if their circumstances have changed.
What else do I need to know about the Annual Plan Summary?
The Annual Plan Summary is produced on the anniversary date of when your client’s application was started and may be different to the actual start date of the policy.
If your client has a policy that includes the indexation option, although the option will show on the annual plan summary, the new premium may not. This is because the summary may be generated before the increase will be applied.
An indexation letter is issued eight weeks before the anniversary of the actual start date of the policy, not the application started date. The letter gives your client advance notice of their revised premium and sum assured.
There may be a cross-over of letters, and on occasion the Annual Plan Summary will show the original premium and sum assured which will be different to the indexation letter. Both letters will be correct at the time they are issued.
Download our timeline document (PDF, 92KB)
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Retaining clients
We have a bespoke, proactive retention strategy designed with the aim of keeping your clients protected. Our Business Development Managers can work with you to embed value into your protection sales, identifying potential growth and development areas as well as flagging any issues.
We have a specialist team that includes call handlers experienced in dealing with clients who have missed a payment or cancelled their direct debit.
Their focus is on the quality of the conversations they have with clients, not the number of calls they make. You can be sure that each call handler has the time to focus on what the client is saying and to work with them to identify any areas of concern, for example cost, or confusion over what they’re covered for. We see our team as support for you, helping to keep your business on the books.
Our retention strategy is a practical and effective solution to the problem of lapses and loss of client engagement and our success in retaining clients speaks for itself.
What happens when a policy lapses?
We’ll provide clients with every opportunity to keep their protection in place and, as well as talking to them, we will also write to them to encourage them to call us to discuss their premium payments.
As part of the overall support we provide to you and your clients, we’ll let you know the outcome of any conversations we have with your clients, whether this is positive and we are able to keep the policy in place, or whether the client still wishes to cancel their policy. If this happens we’ll let you know the reason your client has decided to cancel.
We allow 110 days before we will lapse a policy and a number of letters are issued automatically to clients over that period to remind and encourage them to pay any missed premiums, so they can continue to stay protected.
Download our policy lapse timeline (PDF, 41KB) to see what our customer engagement team will do if your client misses a premium.