If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. To help find the right solution for your needs you can use our coronavirus support tools for credit cards and loans and for Halifax mortgages. If you have a Bank of Scotland mortgage, find out more here.

Coronavirus - Frequently Asked Questions

How do I get in touch?

We’re currently experiencing a high volume of calls into our contact centre and whilst we’re doing our very best to maintain service levels, we ask that if you need to check any details or make a change to your policy, please log in to your Self-Service Centre. It will be much quicker for you to make changes to your policy online at the moment. You can also use our Webchat service which is available Monday- Saturday 8am-6pm and Sunday 10am-4pm to make changes, accept or decline your renewal or if you need to let us know about a claim.

We ask that you only call our contact centre team if absolutely necessary, as we want to keep our phone lines available to help our more vulnerable customers and those that don’t have access to our online services.

We’re still sending out documents and communications by post, however we’re aware that Royal Mail has been experiencing some minor delays in delivery which may mean documents are taking a few days longer than normal to reach our customers.

Please note, any temporary changes made to your policy due to Covid-19 will not be reflected in your current policy documents or within any upcoming renewal communication.

Finally, please don’t post anything to us at this time as we’re experiencing delays in getting our mail processed and don’t want to miss anything important. If we do request any additional information from you we will contact you by letter or email in the first instance.

Log into Self-Service Centre

Car insurance and COVID-19 frequently asked questions

  • 1.
    Due to my type of occupation I cannot work from home and because of the impact of Covid-19 must drive to my work - do I need to extend my cover?

    No. If you now need to drive to your workplace, your insurance cover is still valid. You don’t need to contact us to change or extend your cover.

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  • 2.
    I’m volunteering during this time and using my own vehicle to help others get essentials – do I need to amend my motor insurance cover?

    If you’re using your own private car for voluntary purposes to transport medicines or groceries to support others who are impacted by Covid-19, your cover will not be affected. You don’t need to contact us to update your cover.

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  • 3.
    I’m a key worker and I’m now using my vehicle for work purposes – do I need to extend my motor insurance cover?

    If you’re a key worker and using your own car to drive to different locations for work purposes because of the impact of COVID-19, your cover won’t be affected. You don’t need to contact us to update your cover.

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  • 4.
    My MOT is due and I can’t get this completed – am I still covered?

    The Government has announced all car and light van MOTs that are due on or after the 30 March 2020 will be temporarily extended. Providing you keep your vehicle safe to drive, your cover will not be affected because of this.  

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  • 5.
    I’m worried that I might not be able to continue to make my payments – can you help?

    Yes, we’re here to help. We’re aware that there may be an impact on people’s livelihoods due to COVID-19. If you think you may be unable to maintain your regular policy payments, please contact us as soon as possible. 

    Call us on 0330 018 4175

    Our opening hours are Monday-Saturday, 8am-6pm.

    We have specialists on hand who can discuss your individual circumstances and agree how we can help with your financial situation. There are several ways we may be able to help including; moving your payment dates, agreeing partial payments or payment holidays in the short term and removing any fees applied to your policy.

    Don’t wait until you miss a payment as we can help you in advance. We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured, please get in touch with us in the first instance.

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If you have a query that is not covered above, please contact our Webchat service which is available Monday- Saturday 8am-6pm and Sunday 10am-4pm, if required.

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.