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.
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.
If you have a Santander Options Home Insurance policy taken out before 1 July 2015 (starts 11 or 12):
Call BISL on 0330 912 2662
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 might be at risk of being uninsured if you don’t take action at renewal.
If you have a Santander Options Home Insurance policy, 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.
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.
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 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.
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.
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 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.
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.
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 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.
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 which 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 costs for things such as extra accommodation and travelling home if you have to self-isolate on holiday. This includes if it goes past your original return date e.g. if there’s 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
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 0344 209 0493 if you wish to discuss your payments. 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.