Lucy Edmond

With nearly a year of experience in the Health Claims team—following my transition from the Protection team,I’ve developed a strong foundation in managing a variety of health insurance claims with accuracy and integrity.

I work collaboratively with policyholders, healthcare professionals (including GPs and consultant secretaries), and internal departments to ensure efficient claim processing aligned with policy terms. My role requires handling sensitive and confidential information with discretion, professionalism, and care.

Given that many of our customers are navigating serious health challenges or periods of work absence, I prioritize delivering compassionate, timely support. I actively contribute to service improvements and team efficiency while maintaining a focus on customer experience—ensuring every interaction is empathetic, respectful, and aligned with the high standards of our department.

I worked in the Protection team at Scottish Widows for just under two years, specialising in life insurance. I managed a portfolio of cases from initial application through to policy activation, maintaining clear communication with policyholders, financial advisors, and medical professionals to verify and process sensitive documentation.

A key part of my role involved telephony servicing, where I handled a broad range of customer queries,from guiding individuals through applications and processing payments, to managing complaints and providing timely updates. I consistently delivered information in a calm and reassuring manner, ensuring that all regulatory and internal standards were upheld.

I frequently supported vulnerable customers, often during highly emotional and complex situations, demonstrating empathy, patience, and precision. This experience strengthened my ability to navigate sensitive conversations and provide compassionate service during critical life moments.

I began my career in October 2021 as a Leisure Attendant at Edinburgh Leisure’s Tumbles facility in Portobello. Originally scheduled to transition to the new Meadowbank Stadium, I remained at Tumbles due to a one-year delay in the opening.

In this role, I was responsible for delivering high-quality customer service by welcoming and assisting visitors, managing the reception desk, processing payments, and handling queries both in person and over the phone. I ensured smooth daily operations by setting up equipment, maintaining cleanliness and safety standards throughout the centre, and providing cover for colleagues during breaks.

Additionally, I was first aid trained and took responsibility for reporting health and safety concerns, supporting a safe and inclusive environment for all users of the facility. I also held a PVG.