How to make a claim/ find your policy documents

Making an insurance claim

Choose the insurance claim you'd like to make below to find the right numbers to call.

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):

  • 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 9pm 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 9pm Monday to Friday, 9am to 5pm Saturdays and 10am to 4pm 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 8.30am to 5.30pm Monday to Friday.

If the policy provider is Royal London:

  • call Royal London on 0345 741 3002
  • lines are open 9am to 5pm Monday to Friday.

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

For Life Insurance policies taken after 30 June 2011 (underwritten by Aviva) call 0800 141 3430. Lines are open 8.30am to 5.30pm Monday-Friday, and 8.30am to 4pm Saturdays.

For Life policies taken before 30 June 2011 (Underwritten by Royal London) call 0345 741 3002 Lines are open 9am to 5pm Monday-Friday, and 9am to 4pm Saturdays.

You'll need your policy number to hand.

Call charges
 

Over 50's Life Insurance

Provided by Aviva Life & Pensions UK Limited

  • Call Aviva on 0800 158 3467
  • Lines are open 8.30am-5.30pm Monday to Friday, and 8.30am-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-5.30pm Monday to Friday, and 8.30am-4pm 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

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