Begin a new journey
Scottish Widows has a large Protection portfolio. Working with Financial Advisors, they provide life and critical illness cover for both personal and business customers.
Financial Advisors have high standards, and a choice of suppliers to use. We leveraged our reputation as a trusted supplier with great operational support into an online experience that matched. This led to a full re-think of the journey, incorporating UnderwriteMe as a back-end to create an industry-leading experience that would allow straight-through processing for more clients, and a seamless live tracking experience as a fast follower.
A clean journey
One interface allows the IFA to quote, apply, and purchase their client’s policy. We’ll tell them throughout about anything they’ve told us that will affect the price their client can expect to pay.
Seamless integration with UnderwriteMe means a question set that responds to what the IFA tells us about their client - our automated underwriting led to an increase in straight-through processing of almost 10%.
An informative and intuitive journey
We let the IFA know our decision right away. They can also edit the client’s cover, and even change their commission to make the policy cheaper for their client.
A flexible purchase journey
Things can change for a client - our editable journey means that Direct Debits can be set up for a preferred date or a policy start date can be changed - all without having to contact our operations team.
Customer testing and research
Designs were tested at every stage with IFAs and protection specialists.
Working hand-in-hand with engineers
The design squad worked collaboratively with engineers to ensure the design was viable on the new technology platform. This approach meant new solutions could be tested quickly and any bugs could be fixed without delay.
What people say
“This was one of if not the easiest platform I’ve used so well done.”
“More options on the health questions allows disclosures to be submitted easier.”
Behaviour
+51%
Average daily policy registration
(438, up to 660 since launch to end 2024)
Experience
919
SWP Income Protection applications since launch
(since launch to end 2024)
Value
+£3m
Protection made a profit in 2024 for the first time in 10 years.
(loss of £38m in 2023)
Experience
65%
Straight-through processing
(56.05%, up to 64.82% since launch to end 2024)
Inclusion
All screens are now tested for accessibility. Special print (Braille, Large Print & Audio) requests are sent to the RNIB automatically.
(previous special print process was manual)