Home insurance customer support

You can do most things online without knowing your policy number, so you don't have to call us.

Get a quote
Manage your renewal
Make a claim
Cancel your policy
Proof of insurance
View policy documents

What do you need help with?

Here are some of the most common questions people have about their policy.

  • An excess is the amount you'll pay towards any successful claim you make.

    So, if you have an excess of £300, and make a claim for £1,000, you only pay £300 and we pay £700.

    The excess that applies to your policy will vary, depending on the level of cover you’ve selected and the excess amounts you’ve chosen.

  • If you're registered for Internet Banking, you can log in and see you policy number there. Otherwise, you can find it on any letters we’ve sent you.

    It always starts with 3 letters (e.g. HBP123456789).

  • We’ll send you details of your renewal and price before your renewal date. Unless you have asked us not to, your policy will be set to renew each year automatically. You may still need to contact us to pay for your policy.

    You can choose not to automatically renew at any time. If you have chosen this, you will need to contact us before your renewal date if you wish to stay covered with us. If you forget to renew or don’t get a new policy, your home won’t be insured.

  • If you’re registered for Internet Banking, you can log in to view your cover details. You can check your policy number, see a summary of your excess, and open your Digital Inbox to view your policy documents.

  • We'll pay claims where your contents are lost or stolen while you're moving home. We'll do this if they're being moved within the United Kingdom by a professional removal firm. They'll also be covered while they're being stored by the firm for up to three days.

    We may also pay claims for accidental damage, depending on what kind of cover your have.

 

Read more FAQs

 

Did you know you can chat us online?

Our virtual assistant is available 24/7. For anything it can’t help you with, our UK customer service team can chat online: 8am to 8pm Monday to Friday and 9am to 4pm on Saturday.

 
Bank of Scotland mobile banking app QR code

Home insurance in online banking

If you're registered for online banking, you can:

  • view, add and remove cover
  • renew or cancel your policy
  • make a claim and more.
Log in

Register for online banking

You can register using your home insurance policy if you have another account with us.

Register
 
Bank of Scotland mobile banking app QR code

Home insurance in online banking

If you're registered for online banking, you can:

  • view, add and remove cover
  • renew or cancel your policy
  • make a claim and more.
Log in

Register for online banking

You can register using your home insurance policy if you have another account with us.

Register

Contact details

Relay UK

We welcome calls via Relay UK. If you want to communicate with one of our representatives, add 18001 before the number you require.

There's more information on the Relay UK website.

Go to Relay UK website This opens in a new tab