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Covid-19 is adversely impacting our service standards

We have been regularly monitoring and continue to monitor the public health information and government guidance on Covid-19. The service that we provide to our customers, business partners and the health of our employees are of the utmost importance to Scottish Friendly.

Like most businesses in the UK, Covid-19 has impacted our service levels. If you are able to contact us via our online form then please do. Your enquiry will receive exactly the same level of service as if you had called in and we will get back to you as soon as we can. This leaves our phone lines open for those customers unable to access the web.

If you need to speak with someone, please be understanding that it will take longer than usual to answer.

If we’re already dealing with your query, please avoid contacting us for updates - rest assured, our staff are processing these as fast as they can and will be in touch as soon as possible. 

Whilst we remain open for business and are managing transactions as best we can, there's some information we would like to share with you.

  • If, as a result of the Covid-19 lockdown, you’re struggling to make payments into any of the products that you have with Scottish Friendly or you think you may run into trouble keeping up payments soon and need to stop payments for a short time, then please contact us via our online form.
  • If you are calling for a current valuation why not see if our tool here can help you? Or why not try our My Plans service or App?
  • Whilst we are still receiving mail from Royal Mail, this seems to be taking slightly longer than usual to be delivered.
  • Whilst our contact centre is open from 8.30 am to 5.30pm Monday to Friday, it may be necessary to close our lines during lunchtime typically between 12 noon and 2pm. We hope you understand that this is to look after our colleague's welfare. Whilst we are trying to answer most calls within 20 minutes, it is likely that due to demand this will take longer. Please avoid calling unless absolutely necessary. If you are able to contact us via our online form then please do. Your enquiry will receive exactly the same level of service as if you had called in and we will get back to you as soon as we can. This leaves our phone lines open for those customer unable to access the web.
  • The Government are warning the public to be extra vigilant at this time and be wary of scams related to Covid-19. Click here to view their advice.

We are sorry for the inconvenience this is causing you, but please bear with us and support to help our most vulnerable customers in these difficult times.

You will understand that as the position changes within the country, as well as public health advice changing to support this, we may have to further adapt our ways of working.

We will keep you regularly informed should any other changes be required to the way we are operating.

Thank you for your support and understanding.

What can we help you with?

We’ve pulled together a list of questions, some of which are frequently asked by our customers, to help to you.  If you can’t find the answer to your question here, please contact us using our online form.

Need help?

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