Making a car insurance claim

Whether you have been involved in a car accident or incident where your car have been damaged, we’re here to help. Get useful information on how to make a claim and what you can expect.

When to claim on your car insurance

One of the biggest questions asked by drivers when there’s been is whether it’s worth claiming on your car insurance?

Not all accidents or incidents will result in a claim being made. Depending on the excess on your policy, it may be cheaper to pay for smaller repairs instead of making a claim and paying the excess. 

If you have built up several years No Claims Discount (NCD) you may prefer to protect this rather than make a claim.

Whether you decide to make a claim or pay for the repairs yourself, you do need to tell us. This is to ensure that our records are correct and your policy has the correct level of cover.

Make a claim over the phone

If you need to contact us to make a claim please rest assured we have a dedicated team ready to help you.

A claims consultant will work closely with you and keep you informed on the progress of your claim. We will aim to make the whole process as simple as possible.

For car insurance claims call0330 0185 561

If your windscreen, side or rear windows or sunroof is damaged or broken please call our claims team on - 0330 0184 174 or book online.

For Keycare Cover call0345 0756 187

We’re available to take your call 24 hours a day, 7 days a week.

Calls may be monitored and recorded.

Bank of Scotland Car Insurance is underwritten by a panel of insurers and is arranged and administered by BISL Limited. When getting a quote online you’ll be taken to BISL Limited’s online site with a new privacy and cookie policy.

Handling your claim

If you need to make a Bank of Scotland car insurance claim, we will try and keep things as straight forward as possible. We will handle your claim in three simple steps.

Step 1 - Tell us what happened

To help us process your claim we will need to take some details from you.

This will include:

  • your policy number
  • the date and time of the accident or incident
  • details of any third party involvement
  • details of any eye witnesses
  • if the police or emergency services were involved.

If your claim is due to a car accident, we'd recommend calling us within 24 hours if possible.

Step 2 - Your claim is reviewed

We’ll review your car insurance policy and check the details of your claim against your level of cover.

We’ll advise on any excess amounts that may be payable.

We’ll discuss any No Claims Discounts (NCD) you may have and if this will be impacted as a result of the claim.

We may ask  you for additional evidence, if available. This could include photographs or video footage you may have taken on a dash camera.

Please note, not all insurers from our panel accept video footage. This will be discussed as part of your claim.

Step 3 - We’ll settle your claim

We know that making a car insurance claim can sometimes be quite stressful. Your insurer will keep you up to date on the progress of your claim from start to finish.

Our aim is to settle your claim as soon as possible, so we can get you back on the road. The time taken to settle your claim will depend on the type of claim made. and how complex it is.

For instance, accidental damage will take less time to complete than a claim where a third party is involved.

Call us to make a claim

Call us to make a claim

When you rely on your car, you can count on us to keep you on the road. If you need to make a claim we’re available 24 hours a day, 7 days a week.

0330 0185 561 tel:03300185561

Self-Service Centre

If you need to check your policy for any reason, you can view your policy online with via the Self-Service Centre.

Log into the Self-Service Centre Log into the Self-Service Centre

Car Insurance Claims – FAQs

We understand car insurance claims can seem complicated and that you may have a lot of questions.

We've put together some of the most frequently asked questions customers ask.