Claims paid in 2017

Our statistics are just the start

Our claims philosophy is simple. We’re dedicated to finding a way to pay every claim, because every claim counts. We want to do everything we can to help you minimise the risk of an unpaid claim for your clients. That’s why we’ve improved, simplified and innovated the protection process from quote to claim.

As well as publishing our claims statistics, we’re working hard behind the scenes to help you recommend the right cover for your clients and have transparent protection conversations.

Building trust beyond the numbers

Head of Protection Underwriting and Claims Strategy, Scott Cadger, talks about what we are doing to build trust and why the industry’s approach to claims needs to change.

Improvements we’re making to help you and your clients

Recommendation Tool

Our new tool can be used to produce a client sustainability letter and to help clearly communicate the breadth of cover as well as the benefit to your clients.

Underwriting Strength

This year, we’ve joined the innovative UnderwriteMe comparison service. It allows you to complete a single application to quote, underwite and buy multiple protection products from a range of providers, saving you and your clients’ time.

Market Insight

We provide up to date industry news, research and expert opinions to help you stay informed in your client conversations. Our Technical and Industry Affairs Manager, Jonny Timpson also lends his insights in his Scottish Widows blog, so you can provide the latest and most accurate advice for your clients.

Educating Customers

We recently launched a series of Life Insurance basics films to provide answers to the most common customer questions about protection and why being protected is important. And when customers are informed about the basics of cover, it helps to make your protection conversations more straightforward and transparent.

Simplified Critical Illness Definitions

We simplified our critical illness definitions, making them more comprehensive and clear and ensuring transparency to your client from the very beginning. Find out why we did this and how it benefits you and your clients.

Protection Toolkit

We have created a full range of tools, conversation tips, case studies and calculators for you to use with your clients. This toolkit is designed to maximise your time and make protection discussions with your clients more effective.

Grey Claims Panel

We don’t decline any claim lightly. If a decision on your client’s claim cannot be made by our Claims Team, we have a dedicated secondary panel, made up of senior managers who can make an experienced and informed decision. Visit our claims process page to see how this can help you in reassuring your clients that every valid claim will be paid.

AND THIS YEAR WE PLEDGE TO DO MORE:

REDUCE TIME TAKEN TO PAY CLAIMS


We have already reduced the time taken to pay claims by half. This year, we promise to find new ways to reduce this even more.

HELP BEYOND FINANCIAL SUPPORT


In the next 12 months, we will work with Macmillan Cancer Support to help our customers beyond financial support.

SHARE THE STORIES BEHIND THE STATISTICS


We will deliver on our promise to do more than just release statistics. We will share real case studies and will continue to build trust by bringing context to claims.

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Scottish Widows Limited. Registered in England and Wales No. 3196171. Registered office in the United Kingdom at 25 Gresham Street, London EC2V 7HN. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 181655.

Scottish Widows Unit Trust Managers Limited. Registered in England and Wales No. 1629925. Registered Office in the United Kingdom at Charlton Place, Andover, Hampshire SP10 1RE. Tel: 0345 300 2244. Authorised and regulated by the Financial Conduct Authority. Financial Services Register number 122129.

HBOS Investment Fund Managers Limited, registered in England number 941082. Registered office in the United Kingdom at Trinity Road, Halifax, West Yorkshire HX1 2RG. Authorised and regulated by the Financial Conduct Authority. Financial Services Register number 119223.

Halifax Financial Services is a trading name of Scottish Widows Limited. Scottish Widows Limited is registered in England and Wales No. 3196171. Registered office in the United Kingdom at 25 Gresham Street, London EC2V 7HN. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 181655.

Scottish Widows Bank plc, registered in Scotland no. 154554. Registered office in the United Kingdom at PO Box 12757, 67 Morrison Street, Edinburgh EH3 8YJ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 201601.