Making a claim, finding your policy documents and other information about your policy

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.

Automatic renewal of your policy
You have the option to opt in or out of automatically renewing your Santander Home Insurance policy.

If you do not want your policy to automatically renew, you can opt out at anytime by completing the contact us form 

If you choose to opt out you may be at risk of being uninsured if you do not take action at renewal.

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

Automatic renewal of your policy

You have the option to opt in or out of automatically renewing your Santander Car Insurance policy.

If you would like to change your preference you can do so at any time by visiting the Self Service Centre

If you choose to opt out you may be at risk of being uninsured if you do not take action at renewal.

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.

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 8am to 6pm Monday-Friday.

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.

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 8am to 6pm Monday-Friday.

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.

If you have a Santander Car Insurance policy and you're suffering from financial difficulties, you may be able to get help with your monthly payments. You can contact BISL on 0345 073 1002 if you want to discuss your payments. Their opening hours are Monday-Saturday 8am-6pm. Call charges

For policies taken out on or after 12 August 2021

Santander Travel Insurance provides some cover for Coronavirus which is a 'communicable disease’. A communicable disease is an illness caused by bacteria or viruses that are spread directly or indirectly from one person to another. 

What’s covered if you need to cancel your holiday because of Coronavirus:
We'll cover cancellation costs (including any pre-booked excursions) if you or someone you're travelling with: 

  • contracts Coronavirus before your trip
  • is told to self-isolate by a doctor, the NHS or an educational or child-care setting following the advice of a public health authority, and the time needed to self-isolate goes past your original departure date (evidence may be required)
  • is not allowed to board due to health checks that result in a positive Coronavirus PCR test taken within 48 hours.

What Coronavirus cover do you have when you’re on holiday:
We will cover overseas medical and repatriation (the cost to get you home) expenses as long as the Foreign Commonwealth and Development Office (FCDO) have not advised against travelling because of Coronavirus.
We’ll also cover any additional accommodation and travelling home costs you may have if you have to self-isolate on holiday, including if this goes past your original return date (for example, if there is an outbreak of Coronavirus in your hotel or resort).  

What’s not covered:
Santander Travel Insurance won't provide cover if you can claim back your costs (including cash equivalents such as vouchers) from anywhere else including any travel provider or compensation scheme.
It also won't cover the following:

  • You decide not to travel
  • Expenses you have because of any country’s government travel restrictions, including the UK
  • Travel restrictions made by a travel or accommodation provider
  • Financial failure of your travel or holiday provider
  • The FCDO advising against all travel or all but essential travel because of a Coronavirus outbreak

For policies taken out before 12 August 2021

Santander Travel Insurance will cover overseas medical and repatriation (the cost to get you home) expenses claims relating to coronavirus. However, if you're planning on travelling to or returning from anywhere that the FCDO has advised against, you won't be covered. This also applies if you're travelling through a country that's been advised against all or all but essential travel.
You won't be covered for any other claim relating to coronavirus (or any variation or mutation of it), such as cancellation. See our travel insurance documents for more information. 

For policies taken out before 12 August 2020

In some cases, we may be able to provide you with cancellation cover for Coronavirus-related claims. Please call Chubb customer services on 0800 519 9921. Lines are open Monday to Friday, 9am-5pm.

Always check before booking a trip 

Before booking a trip or travelling, check the FCDO for travel advice. You can check the country you plan to visit to see the latest updates and whether it's safe to travel there. These updates may change regularly and at short notice during this current pandemic. Therefore, we strongly recommend that you check your cancellation rights with your travel provider before booking any overseas holiday.

For full details  of what's covered, including any excesses that may apply, exclusions and product terms and conditions, please read our travel insurance policy documents

If you have a Santander Home Insurance policy and you are suffering from financial difficulties, 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 on 0345 030 7768 to discuss the options available to you. Their opening hours are Monday to Friday 8am to 8pm, Saturday 8am to 6pm and Sunday 10am to 4pm.

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

Existing customers in financial difficulty

If you have a Santander  life insurance policy underwritten by Aviva and you're experiencing short-term financial difficulty, you may be able to get help with your monthly payments. Please get in touch with Aviva on 0800 141 3430. Lines are open 8am-6pm, Monday to Friday.

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