Making a claim, finding your policy documents and using trusts

Making an insurance claim

If you have an existing home, travel, car or life protection policy with us, we’ve put together some helpful information to show you: 

  • how to make a claim
  • where to find your policy documents 
  • how to write a life policy in trust 
  • how we’re supporting our customers during the coronavirus pandemic.

For the right number to call, check what your policy number starts with. You’ll find your policy number on your policy schedule.

If you have a Santander Home Insurance policy underwritten by Aviva (starts MHO or MTH):

  • call Aviva on 0345 301 0661. Lines are open 24 hours a day, 7 days a week
  • you can also make a claim online (except legal services and home emergency cover).

When you make a claim between 8am and 6pm Monday to Friday, your Aviva Personal Claims Manager will aim to contact you within 2 hours to take the details and explain what happens next. Outside these hours Aviva may not be able to contact you until the next working day. If you need help sooner, call Aviva on 0345 301 0661.

To make a claim on any additional cover options you may have:

Legal Services: 0345 030 7770
Lines are open 24 hours a day, 7 days a week.
Home Emergency Cover: 0345 030 7769
Lines are open 24 hours a day, 7 days a week.

If you have a Santander Options Home Insurance policy taken out before 1 July 2015 (starts 11 or 12):

Call BISL on 0344 209 0491

Lines are open 24 hours a day, 7 days a week.

To make a claim on any additional cover options you may have:

Family Legal Protection: 0344 209 0489
Lines are open 24 hours a day, 7 days a week.

Home Assistance: 0344 209 0490
Lines are open 24 hours a day, 7 days a week.

To find your policy documents / order document replacements / change your personal details / make changes to or cancel your policy

If you have a Santander Home Insurance policy which is underwritten by Aviva Insurance Limited (for a policy number starting with MH):

Call Aviva on 0345 030 7767
Lines are open Monday to Friday 8am to 8pm and Saturday 8am to 4pm.

If you have a Santander Options Home Insurance policy which is arranged and administered by BISL Limited and taken out before 1/7/2015 (your policy will start with either 11 or 12):

You can find all of your policy documents, make changes and more in the Home Insurance self service centre. Alternatively you can call BISL Limited on 0344 209 0493

Lines are open: Monday to Friday 8am to 9pm, Saturday 9am to 5pm (includes public holidays) and Sunday 10am to 4pm.

Call charges
 

Santander Car Insurance 24 hour accident and claims line

Administered by ACM ULR Limited:

  • please call 0344 854 9823
  • for windscreen damage call 0330 018 4248.

To make a claim for any optional extras you may have:

Motor legal protection

  • 0344 854 9823 to make a claim under the Uninsured Loss Recovery section and the Replacement Vehicle and Vehicle Repair section
  • 0344 854 9824 for the Motor Legal Helpline, operated by Minster Law solicitors, and to make a claim under the Motor Prosecution Defence section.

Breakdown cover (RAC)

  • 0330 159 0352

Guaranteed replacement car

  • 0344 854 9823

To find your policy documents / order document replacements / change your personal details / make changes to or cancel your policy

You can log on to the Self Service Centre here. You can then use the Self Service Centre to request changes to your policy and retrieve policy documentation. Alternatively, you can call customer services on 0344 854 9822. Lines are open 8am to 8pm Monday to Friday, 8am to 6pm on Saturdays and 10am to 4pm on Sundays.

Call charges

Call Chubb on:

  • 24/7 emergency: +44 (0)207 173 7177
  • non-emergency: 0800 519 9925 (or from abroad +44 (0)1293 726329). Lines are open 9am to 5pm Monday to Friday.

To find your policy documents

You can download your policy documents here. If you need a copy of your policy schedule, please call Chubb on 0800 519 9921

To change your personal details

Please call Chubb on 0800 519 9921 or from abroad +44 (0)1293 726228. Lines are open 9am to 5pm Monday to Friday. If you need to contact Chubb by post, you can write to them at the following address: Customer Service, Santander Travel Insurance, PO BOX 1086, Belfast, BT1 9ES.

Call charges

When you feel ready to call, the numbers you need are below. The right number to call depends on the policy provider. You’ll find the policy provider on the policy documentation.

If the policy provider is Aviva:

  • call Aviva on 0800 158 3467
  • lines are open 8am to 6pm Monday-Friday and 9am to 2pm Saturdays.

If the policy provider is Royal London:

  • call Royal London on 0345 741 3002
  • lines are open 8am to 6pm Monday-Friday, excluding bank holidays.

To find your policy documents / order document replacements / change your personal details / make changes to or cancel your policy

For Life protection policies taken after 30 June 2011 (underwritten by Aviva) call 0800 141 3430. Lines are open 8.30am to 5.30pm Monday-Friday, and 9am to 2pm Saturdays.

For Life policies taken before 30 June 2011 (Underwritten by Royal London) call 0345 741 3002 Lines are open 8am to 6pm Monday-Friday, excluding bank holidays.

You'll need your policy number to hand.

Call charges
 

Over 50s Life Insurance

Provided by Aviva Life & Pensions UK Limited

  • Call Aviva on 0800 158 3467
  • Lines are open 8am to 6pm Monday-Friday and 9am to 2pm Saturdays.

SunLife Guaranteed Over 50 Plan

  • Call SunLife on 0800 008 6060
  • Lines are open 8am to 8pm Monday to Friday
  • In writing at: SunLife, PO Box 7054, Willenhall, W1 97H

SunLife will ask you for:

  • the policy schedule and endorsements to be returned
  • the name of the person making the claim and evidence of their entitlement to the plan proceeds
  • the name and date of birth of the policyholder
  • the original death certificate
  • a copy of the policyholder’s will if there is one.

To find your policy documents/ order document replacements/ change your personal details/ make changes to or cancel your policy

For policies provided by Aviva call 0800 141 3430. Lines are open 8.30am to 5.30pm Monday-Friday, and 9am to 2pm Saturdays.

For policies provided by SunLife call 0800 008 6060. Lines are open 8.00am-8.00pm Monday to Friday.

You’ll need your policy number to hand.

Call charges

Call charges vary depending on your phone provider. As part of SunLife's commitment to quality service and security, calls may be recorded

Using a trust could prove tax-efficient

You can put your life insurance policy in trust.

The lump sum paid out on death is currently free from income and capital gains tax. Your policy may be subject to inheritance tax unless you put it in a suitable trust. 

If you're unsure on whether you should put your policy in trust you should seek specialist legal advice. Tax rules may change in the future.

See our forms below for more information 

Aviva Guide to Protection Trust (pdf)

Aviva Survivor Trust Form (pdf)

Aviva Discretionary Gift Trust Form (pdf)

The Financial Conduct Authority and the Prudential Regulatory Authority do not regulate taxation and trust advice.

The cover provided by your Santander Car Insurance policy is unaffected by the coronavirus pandemic. If you contact us, there may be longer waiting times than usual as we are working to keep our staff safe.

Please log in to your Self Service Centre in the first instance to view or manage your policy. Our webchat team will also be available to help you once you’re logged in.

If you need to send us proof of no claims discount, you can do this within your Self Service Centre

Frequently asked questions

I’m worried that I might not be able to continue to make my payments – can you help?

Yes, we’re here to help. We’re aware that customers' livelihoods may have been impacted by the pandemic. If you think you might not be able to keep up your regular policy payments, please contact BISL as soon as possible on 0344 854 9822. BISL have specialists on hand who can discuss your individual circumstances and agree how to help with your financial situation. This may include moving your payment dates, agreeing partial payments or payment holidays in the short term and removing any fees applied to your policy.

Don’t wait until you miss a payment as BISL can help you in advance. Please don’t cancel your payments or Direct Debits as this can result in your policy being cancelled and we don’t want you to be left uninsured, please get in touch in the first instance.

Opening hours are Monday-Friday 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm. Call charges

My job doesn't let me work from home and I need to drive to it because of coronavirus – do I need to extend my cover? 

If you need to drive to a single place of work and you have commuting cover, your insurance cover is still valid. If you don’t have cover for commuting, you’ll need to contact us to update your cover.

I’m volunteering during this time and using my own vehicle to help others get essentials – do I need to amend my Santander Car Insurance?

If you’re using your own private car for voluntary purposes to transport medicines or groceries to support others who are impacted by the pandemic, your cover isn’t affected and you don’t need to contact us.

I’m a key worker and I’m now using my vehicle for work purposes – do I need to amend my Santander Car Insurance?

If you’re a key worker and using your own car to drive to different locations for work purposes because of the impact of the pandemic, you’ll need to contact us to update your cover.

If you have a Santander Home Insurance policy and you are suffering from financial difficulties due to the impact of the coronavirus crisis, you may be able to get help with your monthly payments.

If you have a Santander Home Insurance policy which is underwritten by Aviva, please contact them using their online form

If you have a Santander Options Home Insurance policy which is administered by BISL Limited, you can contact BISL on 0345 073 1002 if you wish to discuss your payments. Their opening hours are Monday-Saturday 8am-6pm. Call charges

It’s important to check the Foreign, Commonwealth and Development Office (FCDO) advice before you book a trip and before you travel.

COVID-19 - What is and is not covered by a Santander Travel Insurance policy:

For all new policies purchased on or after 12 August 2020:

  • Santander Travel insurance will cover overseas medical and repatriation expenses claims relating to COVID-19 unless at time of departure your trip is to, from or through anywhere that the FCDO has advised against all travel or all but essential travel.
  • Santander Travel insurance will not cover any other claim relating to COVID-19 (or any variation or mutation of it), such as cancellation. Please see the policy document for full details of this exclusion.  

IMPORTANT INFORMATION: Santander Travel Insurance will not provide any cover, under any section of the policy, if at time of departure your trip is to, from or through anywhere that the FCDO has advised against all travel or all but essential travel. During the current pandemic the FCDO advice may change on a more regular basis than usual and at short notice. Therefore we strongly recommend that you check your cancellation rights with your travel provider before booking any overseas holiday.

If you purchased your Santander Travel Insurance policy on or before 11 August 2020:

We may, in some circumstances, be able to provide you with cancellation cover for COVID-19 related claims.  Please read the questions and answers below:

Will Santander Travel Insurance provide me with cancellation cover if the FCDO has advised against all travel or all but essential travel to my destination?

Yes, as long as all the requirements below are met:

  • you purchased your policy and booked your trip before 18 March 2020
  • you have not been able to get a refund from either your travel provider, your credit card provider or your bank (we may require proof of this)
  • your claim meets all other eligibility requirements as detailed in your policy documentation

Will Santander Travel Insurance provide me with cancellation cover if the FCDO has not advised against travel, but I choose not to go on holiday because I am worried about COVID-19? 

No, your policy will not cover you if you change your mind about travelling.

Will Santander Travel Insurance provide me with cancellation cover if I cannot travel because I have contracted COVID-19 in the UK?

Yes, as long as your medical declaration was completed accurately at the time you applied for your policy.
If, after reading the information above, you need to get in touch please call Chubb customer services on 0800 519 9921.

Coronavirus – existing customers in financial difficulty

If you have a Santander life protection policy, underwritten by Aviva, and you are suffering financial difficulties due to the current crisis, you may be able to get help with your monthly payments.
Please contact Aviva using their online form

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