Scottish Widows has signed up to the Protection Distributors Group (PDG) Claims Charter, an industry claims charter.
The insurer assigns a dedicated claims handler for each case, provides regular client updates and ensures payment of a claim within 72 hours of it being approved.
Scott Cadger, head of protection underwriting and claims strategy at Scottish Widows, said: “We are proud of not only the claims we pay but the difference we make to the lives of our customers every day.
“It’s the people behind the numbers who matter most – those whose lives have been turned upside down because the worst has happened to them and their families.
“We strive to ensure that we are transparent, fair and most importantly, human when we’re dealing with our customers at what is always a difficult time. When insurance works well, the positive effect it can have at the worst of times is immeasurable.”
Alan Knowles, chair of the Protection Distributors Group, added: “Scottish Widows is joining a growing number of insurers which have taken the step to show they put the claim at the heart of their businesses.
“We are delighted to see Scottish Widows sign up to both initiatives and we hope more will follow too.”
Scottish Widows uses e-signature technology to obtain customer consent to request medical evidence more quickly, as well as notifying intermediaries when a claim is received from a client.
Scottish Widows has also signed up to the PDG’s funeral pledge and committed to forward up to £10,000 to the funeral director of a policyholder before probate is settled, so that families can mourn and bury their loved ones without financial concern, which is above and beyond PDG expectations.