The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

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.

Support for customers impacted by coronavirus (COVID-19)

As the impact of coronavirus is felt across the UK, we understand many of our Home Insurance customers have concerns about how it could affect their Home Insurance policy.  

Due to the challenging times we’re all experiencing, our call waiting times may be longer than usual but we will answer your call as soon as we can. So that we can support those in the most vulnerable situations, we ask that you only call if your enquiry is urgent.

In the meantime, your peace of mind is still our top priority. So, we’ve put in place some frequently asked questions to support you.

Read our FAQs on coronavirus

Helpful information for existing home insurance customers

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:

  1. check the first three letters of your policy number (for example HAP or HAQ) and pick the option below
  2. check the start date of your most recent policy to help you choose the appropriate document. Your policy number and start date can be found on previous correspondence.

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.