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.


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.

Make a claim

If you need to make a claim get in touch with us straight away. If possible have the first 3 digits of your policy number to hand to help you choose the right phone number.

Make a claimon your home insurance policy.

Weather zone

We’ve put together lots of useful information about what to do if you are, or think you might be affected by severe weather.

Find out moreabout what to do if you think you might be affected by severe weather.

Common enquiries

The answers to your questions about our Bank of Scotland Home Insurance (HAP) policy.

Find out moreabout our Bank of Scotland Home Insurance (HAP) policy.


Are you confused by some terms? This glossary should help you understand the words we use.

Look at the glossaryfor term definitions.

Policy documents

Take a look at your policy documents. You'll need to know the first 3 digits of your policy number to find the right document.

View policy documents

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.