Access Keys



Service Availability

Our eServices are available Mon–Fri 8am–8pm and Sat 8am–5pm. Some of our products may be available outside these hours.


Conditions of Use as at June 2016

Please read this document before using our internet or touch tone services. This document sets out our terms for your use of the services.

1. The services

Scottish Widows provides internet and touch tone telephone services (“the services”) which allow policyholders or pension scheme members to access information. This access is only available if you are the joint or sole policyholder or pension scheme member. The services can only be used in accordance with the terms of your policy provisions and any pension scheme rules which may apply.

2. Your use of the services

Your right to use the services is personal to you and you may not permit any other person to access the services using your Customer Identification Number (“Customer ID”) or Personal Identification Number (“PIN”). It is a condition of your use of the services that any Customer ID and associated PIN issued to you is kept secure and confidential at all times and is not revealed to any other person. Scottish Widows can’t accept responsibility for any unauthorised use of your Customer ID and PIN resulting from negligence on your part.

You must notify Scottish Widows immediately if you become aware of, or suspect, any unauthorised use of the services or any breach of security of your Customer ID and/or PIN.

3. Disclaimer and Limitations of Liability

Your access to the services and use of the services may be prevented by factors outside the control of Scottish Widows. For example, there may be problems with the unavailability or interruption of internet, telephone or other related electronic services through no fault of ours. Or there may be an issue with the computer or telephone equipment you are using. If you are unable to access the services due to circumstances which are not in Scottish Widows’ reasonable control, we will not be liable for any loss or damage which you suffer as a result.

Scottish Widows has taken all reasonable care in the preparation of the services. However, if you are in any doubt as to the accuracy of information provided on the services we recommend that you contact us directly on our helpdesk or obtain independent professional advice before you rely on the information. Scottish Widows cannot accept any liability for inaccurate information on the services which is not due to our negligence.

4. Acceptance of Instructions by Scottish Widows

Using the services will be your authorisation to Scottish Widows to treat any instructions sent via the services as valid instructions without the need for further written advice. However, Scottish Widows can only process your instruction if it is in accordance with the policy provisions and/or Scheme rules which apply to your policy.

Scottish Widows may need to verify the instruction you have sent via the services before we carry out the instruction.

Scottish Widows will only be liable for any failure to carry out any instructions received through the services or for undelivered instructions if the failure or non-delivery was due to negligence on Scottish Widows’ part.

5. General

Scottish Widows may suspend or terminate your use of the services at any time for any reason.

Scottish Widows may vary these terms at any time to:

  • reflect a change in applicable law, regulation or industry practice
  • improve the efficiency of the services

We will post the amended terms on our website. Your continued use of the services will be deemed to be your consent to the revised terms. You are free to discontinue your use of the services with us at any time.

Scottish Widows owns the copyright and any other intellectual property rights to all the information and data relating to the provision of these services.

Scots law shall apply to these terms.