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.

Coronavirus - Frequently asked questions

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you and your 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.

Making a claim

I need to make a claim on my home insurance, where can I get support?

If you need to make a home insurance claim, see our help and guidance on how to make a claim. You will  find helpful information on our claims process and what we will need from you to process your claim.

Get help and guidance on making a claim

Also, if your home insurance policy starts with HAP, and you're registered for Internet Banking, you can now make a claim online using our new online service.

Make a home insurance claim online (HAP policies only)

Working from home

Will my home insurance be affected if i'm working from home due to coronavirus?

If you’re temporarily working from home using a computer, making calls or doing paperwork this does not affect your policy and you don’t need to do anything.

Work equipment owned by your employer would be covered by their insurance. If the equipment is owned by you then it will be covered under your policy.

If you’re doing other work activities from home (for example, making things or offering services like hairdressing/beauty therapy) or have more than 20 visitors a week, then please call us to check you have the correct cover in place.

If your policy starts with HAPCall us on 0345 300 5180

All other policies Call us on 0345 604 6535

Lines are open Monday to Friday, 8am - 6pm and Saturday, 9am - 1pm.

General claims enquiries

I'm in the process of making a home insurance claim, where can I get help?

If you've already contacted us about making a claim, we have registered your details. We're working hard to contact our customers as soon as possible. Due to the nature of the situation, we are contacting customers on a priority basis. Our most vulnerable customers will be contacted first to ensure that their homes are made safe and secure.

I've made a claim and work needs to be carried out on my home, when can I expect this? 

If one of our suppliers is assisting with your claim, you may experience delays. We are working hard with our suppliers to prioritise customers who  need urgent support to make there home secure and safe to live in.

Will my home insurance premium change due to self-isolation?

No. If you've been advised to self-isolate at home or your unable to work due to steps taken by your employer, your home will still be covered under the  terms and conditions outlined in your home insurance policy booklet.

If you're in a position to work from home, please see our frequently asked questions on working from home.

Does my home insurance cover my home in the event it needs to be deep cleaned due to coronavirus?

No. Unfortunately this is not something that's insured under the terms and conditions of Bank of Scotland Home Insurance or Bank of Scotland Home Insurance Comprehensive.

Am I still covered if my home is empty?

Your property is normally covered as long as you don’t leave it empty for more than 30 days (60 for some policies).

However, if your property is empty for longer and this is due to the coronavirus outbreak (for example you are stuck abroad or staying with family) we will still cover your property.

You do not need to contact us to let us know that your property is empty.

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.