Existing Payment Protection Insurance (PPI) customers

What is PPI?

PPI is insurance that pays out a sum of money to help cover your repayments on your loan, credit card or mortgage (product) in certain life events*. The actual events covered by your policy will depend upon the level of cover that you have purchased and you should always refer to your policy terms and conditions for confirmation of your level of cover and exclusions (what isn’t covered).

Bank of Scotland no longer sell Payment Protection Insurance (PPI), however if you are interested in purchasing protection for your existing credit agreements then please refer to the Money Advice Service for guidance.

*Existing Bank of Scotland PPI policies offer varying levels of cover including:

  • Unemployment / Redundancy – if you are in work and become involuntary unemployed
  • Accident and Sickness / Disability - If you are in work and you have an accident or become ill or disabled during the period of cover
  • Life - If you die during the period of cover
  • Critical Illness - If you are diagnosed with a critical illness
  • Carer Cover - If you become a carer during the period of cover
  • Hospitalisation Benefit - If you are confined to hospital for a number of set days in a row whilst you are permanently retired or are 65 or over
  • Positive Job Solutions

How do I know if I have PPI?

An easy way to understand if you have an active PPI policy is to check your monthly credit card account statements for the record of premiums you have paid. If you have a loan or mortgage agreement then you will need to refer to your annual account statement.

For the majority of PPI policies (excluding personal loans) you will have received an annual review of your insurance policy, this informs you with details of the cover and cost of your premiums for the previous year. In addition to these checks you may still hold the documentation given to you when you purchased PPI, such as a policy document or policy schedule.

If you are still unsure if you hold a PPI policy then there is a list of numbers below to help you with your enquiry.

How do I make an insurance claim on PPI?

If you would like to discuss registering a claim you should call the number provided within your PPI policy booklet to discuss your circumstances with our specialist claims handlers. We have provided a list of useful telephone numbers below to call if you can not locate your own paperwork. 

Product Helpline
Total Mortgage Protection Plan (TMPP)
0345 600 1194
Mortgage Repayment Insurance (MRI)
0345 600 1191
Credit Card Repayment Cover (CCRC)
Credit Care
0345 600 1191
Unsecured Personal Loan Repayment Cover (UPLRC)
Secured Personal Loan Repayment Cover (SPLRC)
Lifestages Repayment Cover
0345 600 1191

Bill Protector
Overdraft Repayment Cover

0345 600 1191

Opening Times: Monday to Friday: 8am - 6pm, Saturday: 9am - 1pm

Credit Cards *
If your claim is successful your Credit Card policy will usually pay 20% of your outstanding Credit Card balance (calculated on the date your claim arises) each month for a maximum of 6 months per claim for accident, sickness and unemployment. In the event of your death or if you are critically ill then the insurance will pay off your outstanding credit card balance. It is important to get your claims assessed by one of our specialist claims handlers as there are varied levels of cover.

Your Mortgage policy will usually pay out a regular sum of money to cover your monthly mortgage repayments (or a percentage of them) for a fixed period of time, usually 12 or 24 months or until you return to work (whichever is earlier).

Your Loan policy will usually pay out a regular sum of money to cover your monthly loan repayments (or a percentage of them) for a fixed period of time – usually 12 months – or until you return to work (whichever is earlier).

*This information is only a guide to what benefit you may be able to claim, all claims will be assessed based upon your current policy terms and conditions.

PPI Complaints

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly. Please see our PPI complaints page.