Making a claim

We know that having to make a claim on your home insurance can be a stressful time so we want to make it as easy as possible.

Before making your claim

Before you get in touch with us, here are some basic steps that you may need to take.

Contact the police on their non-emergency phone number to get a crime reference number if your claim is due to:

  • Theft or attempted theft
  • Riot, malicious act or vandalism
  • Accidental loss outside the home.

Make your home safe by making any urgent repairs to prevent further damage to your home, such as fixing a forced lock or broken window. Make sure you keep any receipts for any work carried out. Before you consider making any further non-urgent repairs to your home, please get in touch as the repairs will need to be reviewed as part of your claim.

Check your policy booklet and schedule and make sure you have your policy number to hand.

Tell us what happened

To help process your claim, it helps us if you have your home insurance policy reference to hand. Double check the first three letters of your policy number for example HAP. 

Your policy reference can be found on any letters from us or on your policy schedule.

If you use Bank of Scotland Internet Banking you can login to see your policy number.

You can make your claim online, or if you prefer, you can call us.


We'll review your claim

We’ll help you through every stage of your home insurance claim. Here’s what you can expect from us.

We’ll take the details of your claim:

  • what happened
  • when
  • where
  • details of the loss or damage.

We’ll let you know if you’re covered for the loss or damage and any excess that applies.

Please make sure you give us as many details as possible to help us process your claim. Withholding information about your claim may affect your claim.

What we'll need

We’ll ask you for a list of everything that’s been lost or damaged. Keep any damaged goods as we may need to see them. With the exception of freezer food, where a list would be suitable.

We may also ask you for proof of ownership to support your claim, such as:

  • receipt
  • invoice
  • credit agreement
  • pre-loss valuation
  • photos or videos.

How we'll handle your claim

We’re here to help if the worst happened and you need to make a home insurance claim.

Here’s what you can expect from us:

  • depending on the extent and type of damage, we can rebuild, repair or replace your things or give you a cash payment
  • if your claim is complicated, say after a flood, we may send a Personal Claims Consultant to visit your home to help you make a list of the damage. They’ll be there for you with all the help you need.
  • we’ll give you advice on the next steps to take. 

Getting back to normal

We will try and handle your claim as quickly as possible so you can get back to normal.

This is what we’ll do:

  • we have trusted suppliers who can repair or replace your lost or damaged items, including electrical equipment, jewellery, bikes and furniture.
  • we can also arrange for a trusted company to make any structural repairs to your home. We'll find you, your family and pets somewhere to stay if your home is unfit to live in due to a claim.
  • we guarantee all claims related to work done by our approved contractors for a minimum of 12 months from the date of completion. 

Limts, terms and exclusions apply.

Existing customers

If you’re a Bank of Scotland home insurance customer, you’ll find information about what’s covered in your policy and useful phone numbers.

Additional cover

It’s important to keep your policy up to date. If your situation changes you may need to update your policy to make sure you have the right level of cover. You can add additional cover options to tailor your policy to your requirements.

Limits, terms and exclusions apply.

Help and information

Need help? If you’re thinking of applying for Bank of Scotland home insurance or you’re already a customer, see our quick links and useful guides.

Bank of Scotland Home Insurance Select is underwritten by Lloyds Bank General Insurance Limited. Bank of Scotland plc. 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 number 169628.