Help for existing customers

If you already have a life insurance or critical illness cover policy with us, you can find help here.


Policy help

What if I can’t find my policy documents?

To get new policy documents, just call Scottish Widows and they’ll send new copies to you right away.

How do I change my payment date?

To change the date your Direct Debits get collected, just call Scottish Widows.

How do I update my details?

If you need to update your name, address or other details, just call Scottish Widows.

Can I change my policy after it starts?

You can’t change your policy after it has started. If you’d like to talk about your policy, just call Scottish Widows.

Can I choose who the money goes to?

If you’d like to make sure that the money your policy pays out goes to a specific person, you'll need to make a Will or put your policy in a trust.

Your Will

In your Will, you can choose who receives the money your policy pays out. You just need to update your Will, if you already have one. If you don’t have a Will yet, then a solicitor can help you set one up.


Putting your policy in trust means that when it pays out, the money will quickly go to the people you want it to reach. It could also help sidestep inheritance tax on the money paid out. A solicitor can help you set up a trust.

Can I take a payment break?

We can't offer a payment break, so when you choose your policy make sure you'll be able to pay on time each month. If you miss monthly payments, your cover will stop and you won't get anything back.

If you're worried about anything or if you’d like to talk about your policy, just call Scottish Widows.

Can I cancel my policy?

You can cancel your policy at any time, free of charge. If you cancel within 30 days of its start date, Scottish Widows will refund any payments you've made.



Make a claim

To find out how to make a claim and what you will need, take a look at our Make a claim page.




Any questions?

If you have any questions or you’d like help with your policy, check our FAQs for more info.

If you can’t find what you need, you can contact Scottish Widows. They’ll be happy to help.



Infographic visualising level cover

Let our experts take care of it

Our life insurance is arranged by Scottish Widows. They are a part of Lloyds Banking Group, like us. Scottish Widows are our life insurance experts, and they have been protecting what matters most for over 200 years.

Scottish Widows are:

  • Reliable - Scottish Widows paid out 98% of claims in 2022. That’s £199m in total.
  • Experienced - Scottish Widows has been protecting customers for over 200 years. So you’re in safe hands.
  • Supportive - Scottish Widows works closely with partners like Macmillan. They help make sure our customers get the right help, at the right time. 
98% of claims paid in 2022 with umbrella image