Scottish Widows 2025 Claims Report: Key Insights for Advisers

Overview

Scottish Widows has published its 2025 Claims Report, aiming to equip advisers with clear data, practical language, and support tools for client conversations around claims. The report highlights the importance of transparency, accurate disclosures, and ongoing support throughout the claims journey.

Headline Statistics

• £219m total paid to customers in 2025
• Over £860,000 paid every working day
• 99% Life claims acceptance rate (9,449 claims paid, £127m)
• 91.9% Critical Illness claims acceptance rate (1,518 claims paid, £92m)
• 10,967 families supported
• Largest single payout: £1.34m (Life), £1.13m (Critical Illness)
• Over £890,000 paid in Child Critical Illness claims

Claims Journey: What Advisers Need to Know

The report outlines a five-step claims process:

1. Contact: Clients can initiate claims by phone or online form.
2. Claim Setup: The dedicated claims team manages the process.
3. Provide Evidence: Documentation (e.g., certificates, medical evidence) may be required.
4. Update and Review: Regular updates are provided to clients and advisers.
5. Outcome: Confirmation of claim payment is issued.

Application Accuracy and Declined Claims

• 69% of declined claims in 2025 were due to missing or incorrect information.
• Common issues: unclear alcohol or smoking history, missing mental health details.
• Advisers are encouraged to take a careful, thorough approach to health and lifestyle questions and to review the Application Summary with clients.

Causes and Demographics

• Top cause of Life claims: Cancer (30%), Heart (16%), Respiratory (12%)
• Top cause of Critical Illness claims: Cancer (65%), Heart attack (9%), Stroke (7%)
• Youngest claimants: 27 (Life), 23 (Critical Illness)
• Over £23m paid to clients aged 40 and under
• 46% of cancer-related Critical Illness claims in 21–40 year olds were for breast or testicular cancer

Support Beyond the Payout

Scottish Widows Care offers:

• Dedicated nurse support (via RedArc)
• 24/7 virtual GP access (via Square Health)
• Macmillan Cancer Support
• Upfront £3,000 payment for eligible Critical Illness claims
• Continued access to support services after claim payment

Practical Resources for Advisers

• One-page 'Getting disclosures right' checklist
• Conversation starters and prompts for client meetings
• Regular updates and case studies available on the Scottish Widows claims page

Conclusion

The 2025 Claims Report reinforces the value of clear, fair processes and ongoing support for clients. Advisers are encouraged to use the report’s statistics and resources to build client trust and ensure robust protection conversations.