Make a home insurance 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 then you could be covered for emergency repairs. Please contact Allianz Assistance to make a claim within 48 hours of discovering your emergency. Your claim may be declined if your emergency is not reported within this time. If you don't have Home Emergency cover the Home Emergency helpline can give you contact details of a tradesperson. You would need to pay for the emergency repair but if the damage is covered by your home insurance policy you can submit a claim afterwards.

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?

Making a claim can increase your home insurance premium when you renew next time.

View your policy to understand your level of cover and your excess. Your excess is the amount you must pay towards the cost of a claim.

You might find that you have other kinds of cover that have a lower excess, like gadget or phone insurance.

View your policy and what it covers

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 after you submit a claim

  • We’ll let you know how we can help and if there’s any excess to pay. The excess is the amount you have to pay towards the cost of a claim – check your policy schedule for details.
  • We’ll email you a link so you can upload proof like receipts, photos or videos.

Make a claim

If you need to speak with us urgently, contact us.

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.