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.

Make a claim

Getting you back on track matters to us. From starting your claim to getting it settled, we've kept it simple and easy.

Before you start

There are a few things you'll need to do first: 

Report theft, riot, malicious acts or vandalism to the Police on 101 or 18001 101 for text phone users. Make sure you get a crime reference number.

Stop further damage to your home where safe to do so. Arrange urgent repairs, repair locks that have been damaged or secure broken doors or windows, and if you have a leak, turn off water from the mains supply.

If you have Home Emergency Cover, you can call our Home Emergency Helpline 24 hours a day to help with this. You would need to pay for the repair and claim back afterwards, certain exclusions apply, please check your policy booklet (PDF) for details.

Take some photos of what has been damaged. If you’re claiming for contents in your freezer, don’t forget to take a few photos before you throw them away. You’ll need these photos when you start your claim.

Not sure whether to claim?

Have a look at your policy booklet and policy schedule to check your level of cover. Making a claim may impact your home insurance terms and conditions. This can affect how much you pay when you renew. If your policy changes, we'll write to you to explain. We'll do this at least 21 days before your renewal is due.

Before you decide to claim, check your cover and how much excess you might need to pay, before deciding your next step.

Find your policy booklet

How it works

First, tell us what happened

Give us as much information about the incident as you can, and we’ll check to see whether you’re covered. If you are, we’ll tell you what happens next. For example, we would explain what documents you’ll need to support your claim.

Next, we’ll review your claim

We'll assess your claim and may contact you for more information. We may send you a link to upload some supporting documents, depending on the type of claim. For example, we may ask for evidence of what has been damaged or proof of ownership.

Then, we’ll settle your claim

The time it takes to settle a claim differs from claim to claim. For any valid claim for loss or damage that is covered by your policy, we’ll work with our own suppliers to either repair or replace it. If we can’t, we’ll give you a cash payment or pay your supplier directly. 

Limits, terms and exclusions apply

Let’s get started

It’ll only take a few minutes. We just need you to tell us who you are, what happened and when.

We also need

  • Your policy number.
  • Your bank details, in case we need to pay you
  • A list of what’s been stolen, lost or damaged.

What happens next

  • We’ll let you know if you’re covered and if there is any excess to pay.
  • We’ll email a link so you can upload proof like receipts, photos or videos.

Make a claim