Care - Added value benefits
Protection
Scottish Widows Care
Scottish Widows Care includes wellbeing services from RedArc support and Square Health’s mobile app, Clinic in a Pocket™, helping demonstrate the value of protection beyond a financial pay-out.
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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.