How to make a claim

How to make a claim

Our dedicated claims team will help ensure your claim is dealt with as smoothly as possible. To start the claims process please see the options below for contact details and what information you will need.

Being diagnosed with a serious illness or not being able to work because of sickness or accident can be very stressful. Our dedicated claims team are here to ensure your claim is dealt with as smoothly as possible.

To make a claim for any of the following types of policy or cover please call us on 0345 601 4839.

  • Critical Illness Cover (including children’s critical illness cover)
  • Terminal Illness
  • Income Protection
  • Essential Earnings Cover
  • Premium Protection (also known as waiver of premium).

The Health Claims team are open Monday to Friday, from 8am to 6pm.

To help speed up your claim it would be useful if you have to hand:

  • Your policy number — you will find this within your policy documents
  • Some details of your diagnosis and your circumstances
  • Your GP’s and hospital specialist’s name and address.

As part of your diagnosis you may have been given copies of medical notes and correspondence. Providing us with a copy of these may help us to deal with your claim more quickly.

You’ll have a dedicated claims handler who will look after your claim and provide you with their contact details, so you can get in touch with them if you need to.

We may record and monitor calls to improve our service. All medical information will remain confidential.

We know that when you lose a loved one, this can be a particularly difficult time. If you are making a claim on a life insurance policy, pension, annuity or savings and investment product, we want to make this process as easy as possible for you. To let us know about your claim, please contact our dedicated bereavement specialists on 0345 601 4179.

The Bereavement Team are available Monday to Friday, 8am to 6pm, and Saturday, 9.00am to 12.30pm.

When you call, it will be helpful if you can provide:

  • Full name and date of birth of the policyholder
  • The policyholder’s address (including post code)
  • Your postal address, daytime contact number and email address
  • The plan and/or policy number – you will find this in the policy documents. However, if you don’t have this, don’t worry, as we will still be able to begin the process.

Please note – if you have already registered the death with Lloyds Bank, Halifax or Bank of Scotland, there’s no need to let Scottish Widows know separately.

What we’ll need to be able to settle your claim:

  • A copy of the policyholder’s death certificate – this can be provided through a Lloyds Bank, Halifax or Bank of Scotland branch or sent to us at the address below (please note we can only accept originals or copies certified by a Lloyds Bank, Halifax or Bank of Scotland colleague or a solicitor)
  • If the policyholder left a Will, we may ask you to provide a copy of this
  • We may need to contact the coroner or doctor for medical information for some claims
  • We may require grant of probate, letters of administration (England and Wales) or confirmation (Scotland). These are court appointed documents which evidence the person who is making the claim’s legal right to deal with the policyholder’s estate. We will let you know if we need this when we first speak with you.

If you need help with settling a funeral bill before your claim is settled, please phone us on the number above to discuss your circumstances.

You can write to us at:

The Bereavement Team
PO Box 28015
15 Dalkeith Road
Edinburgh EH16 5WL

Read more details about registering for bereavement.

How to claim

We want to make the claims process as simple as we possibly can for you.

When you are ready, please call us on 0800 849 6089. Our lines are open from 9am to 5:30pm, Monday to Friday.

Before you call us, please have the following information to hand:

  • The policy number - you will find this within the policy documents if you have them
  • The name of the person who has died and the cause of death

We may record and monitor calls to help us improve our service. All medical information will remain confidential.

What will happen next?

Once the claim has been registered, we will need to see the death certificate. We may also contact the deceased’s doctor for some medical information.

We will keep you up to date throughout the process but please do call us if you have any further questions.

How to claim

We want to make the claims process as simple as we possibly can for you.

If you need to make a claim or someone covered by this policy has died, please call us on 0800 085 8310 between 9am and 5pm, Monday to Friday.

Please have the following information to hand:

  • The policy number – you will find this within the policy documents if you have them
  • For a death claim – the name of the person who has died and the cause of death

We may record and monitor calls to help us improve our service. All medical information will remain confidential.

What will happen next?

  • Death of a loved one – once the claim has been registered, we will need to see the death certificate. We may also contact the deceased’s doctor for some medical information.
  • Critical illness diagnosis – we will contact your GP/hospital consultant to request any additional medical information we will need to process your claim.

We will keep you up to date throughout the process but in the meantime please continue to pay the premiums until we have agreed to pay the claim.

The policy will end after we have paid a claim.

How to claim

We want to make the claims process as simple as we possibly can for you. When you are ready, please call us on one of the numbers below for the type of policy you have.

Lloyds:

Change the wording in this section to: Death of a love one – call us on 0345 601 4179 from 8am to 5pm, Monday to Friday and from 9.00am to 12.30pm on Saturday.

For any other claim, please call us on 0345 601 4389 from 8am to 6pm, Monday to Friday.

Scottish Widows: Death of a loved one – call us on 0345 601 4179 from 8am and 5pm, Monday to Friday and from 9.00am to 12.30pm on Saturday.
For any other claim, please call us on 0345 601 4839 from 8am and 6pm, Monday to Friday.
Halifax and Bank of Scotland: Call us on 0345 030 6244. Our lines are open from 8am to 5pm, Monday to Friday.
Halifax (for policy numbers beginning TMPP or 14/): Call us on 0345 600 1194. Our lines are open from 8am to 5pm, Monday to Friday.
Halifax Home Plan: Call us on 0345 600 1194. Our lines are open from 8am to 5pm, Monday to Friday.
Clerical Medical: Call us on 0345 788 3333. Our lines are open from 8am to 5pm, Monday to Friday.
Life Cover/Cancer Cover (previously known as Virgin): Call us on 0345 601 9645. Our lines are open from 9am to 5pm, Monday to Friday.

Before you call us, please have the following information to hand:

  • The policy number – you will find this within the policy documents if you have them
  • The name of the person who has died and the cause of death, or
  • Details of your illness or condition.

We may record and monitor calls to help us improve our service. All medical information will remain confidential.

What will happen next?

  • Death of a loved one – once the claim has been registered, we will need a copy of the death certificate. We may also contact the deceased’s doctor for some medical information.
  • For any other claim – we will contact your GP/hospital consultant to request the medical information we will need to process your claim.

We will keep you up to date throughout the process but in the meantime please continue to pay your premiums until we have agreed to pay your claim. Life and Critical Illness policies will end after we have paid a claim.

If you’ve recently been diagnosed with a serious illness or suffered a bereavement, the organisations below could provide practical help and emotional support for you and your family.

People you can talk to:

Practical help: