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 


Need support with a bereavement? Visit our bereavement page for more help, including how to register a death with the Death Notification Service.

Looking 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 will contact you 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.

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 might be at risk of being uninsured if you don’t take action at renewal.

Making a complaint

We’re sorry if we haven’t got things right. To get it sorted as quickly as possible, please contact Aviva who arrange and administer your Santander Home Insurance policy.

The easiest and quickest way to get in touch with Aviva is on 0345 030 7767. Or you can write to:

Customer Care Team
PO Box 7463
Level 2 
Pitheavlis
Perth
PH2 0YX.

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 RAC Legal, 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 see your policy documents. 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 can choose whether or not you automatically renew your Santander Car Insurance. Just visit our self service centre to update your choice. Remember, if you don’t choose to automatically renew, you might run the risk of being uninsured.

Making a complaint

We’re sorry if we haven't got things right. To get it sorted as quickly as possible please contact BISL who arrange and administer your Santander Car Insurance policy.

The easiest and quickest way to get in touch with BISL is on 0330 100 7308. Or you can write to:

Santander Customer Relations
Fusion House
Katharine Way
Bretton, Peterborough
PE3 8BG.
 

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.

Making a complaint

We’re sorry if we haven’t got things right. To get it sorted as quickly as possible, please contact Chubb who arrange and administer your Santander Travel Insurance policy.

The easiest and quickest way to get in touch with Chubb is on 0800 519 9921. Or you can write to:

The Customer Service Manager
Chubb European Group SE
Santander Travel Insurance Team
PO Box 1086
Belfast
BT1 9ES.

Call charges
 

When you feel ready to make a claim, who you need to contact depends on your policy provider. You'll find this information in your policy documents. Dependent on your provider, the contact details are below.

If the policy provider is Aviva:

  • If you or someone else needs to make a claim, all you need to do is choose your product and complete the online claims notification form
  • Call Aviva on 0800 158 3467, lines are open 8am-6pm Monday to 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 to Friday.

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

You'll need your policy number to hand.

Making a complaint

We’re sorry if we haven’t got things right. We want to help you get it sorted as quickly as possible.

If you have a Santander life policy provided by Aviva and the complaint is about a claim, the service or administration of your policy, the easiest and quickest way to get in touch with Aviva is on 0800 148 8656. Or you can write to:

Aviva
PO Box 520
Norwich
NR1 3WG.

If your complaint is about how your policy was sold, call Santander on 0800 171 2171. Or you can write to:

Complaints
Santander UK plc
Sunderland
SR43 4GD.

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 to Friday.

SunLife Guaranteed Over 50 Plan

  • Call SunLife on 0800 008 6060
  • Lines are open 8am to 8pm Monday to Friday
  • In writing to: 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 to Friday.

For policies provided by SunLife call 0800 008 6060. Lines are open 8am to 8pm Monday to Friday.

You’ll need your policy number to hand.

Making a complaint

We’re sorry if we haven’t got things right. We want to help you get it sorted as soon as possible.

If you have a Santander Over 50s policy provided by Aviva and the complaint is about a claim, the service or administration of your policy, the easiest and quickest way to get in touch with Aviva is on 0800 148 8656. Or you can write to:

Aviva
PO Box 520
Norwich
NR1 3WG.

If your complaint is about how your policy was sold, call Santander on 0800 171 2171. Or you can write to:

Complaints
Santander UK plc
Sunderland
SR43 4GD.

Call charges
 

Using a trust could prove tax-efficient

You can put your life insurance policy in trust. Doing this will:

  • allow the proceeds to be paid to the intended beneficiaries
  • minimise delays that might cause financial difficulties
  • make sure the proceeds do not form part of the estate for inheritance tax purposes.

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

See our forms below for more information

Aviva Guide to Protection Trust

Aviva Survivor Trust Form

Aviva Discretionary Gift Trust Form

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 struggling with your finances, you may be able to get help with your monthly payments. Get in touch with us as soon as possible. Don’t wait until you miss a payment. Please contact BISL on 0344 854 9822 if you want to discuss your payments. Their opening hours are Monday to Friday 8am to 8pm, Saturday 8am to 6pm and Sunday 10am to 4pm. Visit our call charges page for more information.
 

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.

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 to 6pm, Monday to Friday.
 

Santander Edge Explorer Worldwide Family Travel Insurance

Administered and underwritten by Chubb European Group SE.

If you want to make a claim on your Santander Edge Explorer Worldwide Family Travel Insurance:
You can make a claim online by logging in to your Santander Online Banking or Mobile Banking app and click on ‘Take me to Chubb’.

Alternatively, if you are abroad, in need of emergency help, call Chubb Assistance on +44 (0) 800 519 8036. Lines are open 24/7. For non-emergency, call Chubb on 0800 519 8035 if you are calling from the UK or call on +44 (0)203 964 3335 if you are calling from abroad. Lines are open from 9am-5pm Monday to Friday.
 
To find your policy documents

You can find your policy documents by logging in to your Santander Online Banking or Mobile Banking app. If you've bought any upgrades with Chubb directly, you can view the policy schedule(s) by clicking 'Take me to Chubb'.

Alternatively, you can download your policy documents here:

Making a complaint

We want to give a high-quality service at all times. If you aren’t happy with something, we want to hear from you so we can put things right. If you want to make a complaint, please get in touch. You can contact us in the following ways:

If you want to complain about a claim:

  • Write to: The Claims Manager, Santander Edge Explorer Travel Insurance Claims Team, Chubb European Group SE, PO BOX 1086, Belfast BT1 9ES
  • Phone: 0800 519 8035. To call from outside the UK: +44 (0)203 964 3335. Lines are open 9am-5pm, Monday to Friday.
  • Email: santanderclaim@ie.sedgwick.com

If you want to complain about any other aspects of service under the travel insurance:

  • Write to: The Customer Service Manager, Chubb European Group SE, Santander Edge Explorer Travel Insurance Team, PO BOX 1086, Belfast BT1 9ES
  • Phone: 0800 519 8034. To call from outside the UK: +44 (0)203 964 3334. Lines are open 9am-5pm, Monday to Friday.
  • Email: santander.edge@chubb.com 

If you are not satisfied with Chubb’s final response, you can refer the matter to the UK Financial Ombudsman Service for independent arbitration:

Santander Edge Explorer UK and European Breakdown Cover

Underwritten by AWP P&C SA and administered by Allianz Assistance a trading name of AWP Assistance UK Ltd.

If you want to make a claim on your Santander Edge Explorer UK & European Breakdown cover:

You can make a claim online by logging in to your Santander Online Banking or Mobile Banking app and click on ‘Take me to Allianz’. 
Alternatively, you can call Allianz 24-hour Breakdown Assistance in the UK on 0800 587 9811 or +44 20 343 3388 if you are calling from abroad.
 
To find your policy documents

You can find your policy documents by logging in to your Santander Online Banking or Mobile Banking app, go to ‘Your Insurance cover’ and click on ‘More details’ under Allianz.

Alternatively, you can download your policy documents here:

Making a complaint

Allianz aims to provide you with a first-class policy and Breakdown assistance services. However, there might be times when you feel we have not done so. If this is the case, please tell Us about it so that we can do our best to solve the problem related to the services provided by AWP P&C S.A. If You make a complaint your legal rights will not be affected.

  • In the first instance, please write to: Customer Service, Allianz Assistance, 102 George Street, Croydon CR9 6HD
  • Phone: 020 8603 9853. Lines are open between 8am-6pm Monday to Friday and 9am–1pm Saturday (excluding public holidays).
  • Email: customersupport@allianz-assistance.co.uk 

Please supply Allianz with your name, address, policy number and claim number when applicable and enclose copies of relevant correspondence as this will help them to deal with your complaint, in the shortest possible time.

If you are not satisfied with Allianz’s final response, you can refer the matter to the UK Financial Ombudsman Service for independent arbitration.

Santander Edge Explorer Family Mobile Phone Insurance

Administered by Likewize Device Protection UK Limited and underwritten by Aviva Insurance Limited.

If you want to make a claim on your Santander Edge Explorer Family Mobile Phone Insurance:

You can make a claim online by logging in to your Santander Online Banking or Mobile Banking app and click on ‘Take me to Likewize'.

To find your policy documents

You can find your policy documents by logging in to your Santander Online Banking or Mobile Banking app, go to ‘Your Insurance cover’ and click on ‘More details’ under Likewize.

Alternatively, you can download your policy documents here:

If you require assistance with accessing online services or do not have online access, please call on 0800 088 5819 if you are calling from the UK or call on +44 800 088 5819 if you are calling from abroad. Lines are open Monday to Friday 8am–8pm, Saturday 9am-6pm, and Sunday 10am–5pm. Bank Holidays lines are open 10am-5pm. Please note the contact centre is closed on Christmas Day and New Year’s Day, but you can still make an online claim, as above.

Making a complaint

If you are unhappy with any aspect of the handling of your mobile phone insurance claim, we would encourage you, in the first instance, to seek resolution by contacting us using the details below. Please give your name and the IMEI number for your mobile phone to help us deal with your complaint quickly.

  • Write to: Likewize Customer Relations Department, Gawsworth House, Westmere Drive, Crewe, Cheshire, CW1 6XB
  • Phone: +44 800 088 5819. Lines are open 8am-8pm Monday to Friday, 9am-6pm on Saturdays, and 10am-5pm on Sundays and bank holidays. Lines are closed on Christmas Day and New Year’s Day.
  • Email: santanderedge@likewize.com 

If you have any cause for dissatisfaction regarding the administration of your Santander Edge Explorer current account policy or about the way in which the policy was sold, then please refer to the ‘How to complain’ section in your Santander Edge Explorer Account Key Facts Document.

If you are not satisfied with Likewize’s final response, you can refer the matter to the UK Financial Ombudsman Service for independent arbitration.

Santander Edge Explorer 24/7 GP remote access

Arranged by Chubb and provided by Teladoc Health UK.

If you want to make an appointment on your Santander Edge Explorer 24/7 GP remote access:

To request a GP appointment, log in to your Santander Online Banking or Mobile Banking app and click on ‘Take me to Teladoc’.

If you have any issues with requesting a consultation, please call Teladoc Health UK on 0203 695 6364 from the UK, where one of Teladoc advisors will be happy to assist you. Lines are open 24/7.
 

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