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.

Existing home insurance customers

If you're already an existing Bank of Scotland Home Insurance customer, you’re in the right place. If you'd like to check your policy, add additional cover, make a general enquiry or make a claim, you'll find helpful information here.

Making a claim and managing your policy

Due to the coronavirus pandemic it is taking us a very long time to answer customer calls. Please use the below guidance to get in touch with us. This will allow us to answer the phone to the most vulnerable customers more quickly.

Read our FAQs on coronavirus

Please get in touch using the links below. For all requests sent by e-mail, we'll need your name, address, policy reference number, contact number and reason for your request.

Cancel your home insurance policy online

Make a claim

Make a payment with our general enquiries form

If you’ve received your renewal letter and you want to discuss your price, level or cover or for anything else, please use our general enquiries from

Contact us with our general enquiries form

If you’re experiencing financial difficulties, we may be able to offer your support such as reviewing your policy cover or offer a short payment holiday. Please contact us using the general enquiries form or call us on 0345 1221511. Please note this number is a dedicated line for customers in financial difficulties. For any other queries please use the forms or contact us using the numbers below.

View your policy details

If you need to get in touch with us you'll find helpful contact numbers along with copies of your policy documents here.

There are two steps to follow to help you find the correct home insurance policy documents:

  • First, find your policy reference number on any letter we’ve sent out to you previously. It starts with 3 letters, for example, HIA123456789.
  • Choose your policy below to get details of your cover with us. 

Policy documents

Contact us

Policy documents

Policies starting with HDA
Bank of Scotland Home Options (HDA) is underwritten by Lloyds Bank General Insurance Limited.

Policy booklets
Bank of Scotland Home Options Buildings Insurance Policy Booklet (PDF)
Bank of Scotland Home Options Contents Insurance Policy Booklet (PDF)

Contact us

General enquiries, renewals and making a claim:
Mon-Fri: 8am-6pm
Sat: 9am-1pm
0345 604 6290

 

24-Hour Emergency Homeline Insurance:
0345 672 2804

 

24 Hour Legal advice and tax line:
0800 028 0732

Policy documents

Policies starting with HAP or quotes starting with HAQ
Bank of Scotland Home Insurance (HAP); is underwritten by Lloyds Bank General Insurance Limited.

 

Policy Booklets

For policies with a start date on or after 02/09/2018 or which renew on or after 27/10/2018:
Bank of Scotland Home Insurance (HAP) Insurance Policy Booklet (PDF)

 

For policies with a start date before 02/09/2018 or which renew before 27/10/2018:
Bank of Scotland Home Insurance (HAP) Insurance Policy Booklet (PDF)

 

Policy Limits

For policies with a start date on or after 02/09/2018 or which renew on or after 27/10/2018:
Bank of Scotland Home Insurance (HAP) Policy Limits (PDF)

 

For policies with a start date before 02/09/2018 or which renew before 27/10/2018:
Bank of Scotland Home Insurance (HAP) Policy Limits (PDF)

 

Home Emergency Cover

For policies originally purchased on or after the 14/04/2019:
Home Emergency Policy Booklet (PDF)

 

For policies originally purchased before the 14/04/2019:
Home Emergency Policy Booklet (PDF)

Contact us

If you’re registered for Internet Banking you can make a claim online.
Make a claim online

Find out more about making a claim online

 

General enquiries, renewals and making a claim:
0345 300 5180*

 

24 Hour Emergency Homeline Insurance
0345 672 2804

 

24 Hour Legal advice and tax line:
0345 3000 180
 

Policy documents

Policies starting with HIA
Bank of Scotland Home Solutions (HIA);is underwritten by Lloyds Bank General Insurance Limited.

 

Policy Booklets

Policy renewals on or after 13th February 2020:

Bank of Scotland Home Solutions Insurance Policy Booklet (PDF)

 

Policy renewals before 13th February 2020:

Bank of Scotland Home Solutions Insurance Policy Booklet (PDF)

 

Home Emergency Cover
Home Emergency Policy Booklet (PDF)

Contact us

General enquiries, renewals and making a claim: 
0345 604 6535*
 
24-Hour Emergency Homeline Insurance
0345 601 2731
 
24 Hour Legal advice and tax line
0800 028 0732
 

Policy documents

Policies starting HHB
Bank of Scotland home insurance policy numbers starting with HHB are underwritten by St. Andrews Insurance plc.
 
Policy Booklets

Policy renewals on or after 13th February 2020:

Bank of Scotland Home Insurance (HHB) Policy Booklet (PDF)

 

Policy renewals on or after 25th October 2019 but before 13th February 2020:

Bank of Scotland Home Insurance (HHB) Policy Booklet (PDF)

 

Policy renewals before 25th October 2019:

Bank of Scotland Home Insurance (HHB) Policy Booklet (PDF)

Contact us

General enquiries, renewals and making a claim
0345 602 6827*
 
24-Hour Emergency Homeline Insurance
0345 602 7296
 
24 Hour Legal advice and tax line
0345 602 7309
 

*Lines are open Monday to Friday, 8am - 6pm and Saturday, 9am - 1pm. Calls may be monitored and recorded.

Bank of Scotland plc is 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 no. 169628.