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Find out 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:

  • Phone us on 0800 056 5589 to register a critical illness, terminal illness or premium protection claim
  • Phone us on 0800 056 5590 to register a life cover claim.

Our telephone lines are open 9.00am to 5.30pm Monday to Friday (excludes UK Bank Holidays).

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 to complete the information we need.

For life cover claims, 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 document we might ask for such as:

  • 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.

During this process, your client or their family need to continue to make payments to their plan.

We will also offer your client free and confidential access to a Personal Nurse Adviser through independent care advisory service RedArc so please ask us for details of how to contact RedArc.

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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.

Scottish Widows Bank is a trading name of Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales, no. 2065. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under number 119278.

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