Manage your policy – M&S Home Insurance

You can manage your policy or get in touch via the M&S Home Insurance customer hub where you can ask a question or make a claim. You can also check your policy documents online. You’ll need to be registered for online servicing to use the online portal. If you haven’t already registered for online servicing, you can register now.

View your policy documents online

You can view your policy documents online if you have registered for online servicing. If you took your policy out over the phone and did not register for online servicing, please call 0800 015 7760.

Renew your policy

We'll send you a reminder before your current policy expires. This will explain what you need to do to renew your home insurance. You can renew your home insurance (opens in a new window) and make changes online.

Make a claim

Claims are handled by Aviva Insurance Limited.

If you’re registered for online servicing you can make a claim online. If you haven’t already registered for online servicing, you can do this here. You’ll be able to check your level of cover and your policy excess and where possible, Aviva will give you an instant decision. By accessing this link you will leave the M&S Bank website and will be transferred to the Aviva website to make your claim. If you make your claim online between 08:00 and 18:00 Monday to Friday, your insurer - Aviva – will aim to come back to you within 2 hours to progress it. Or you can call Aviva on 0800 051 2556.

Before you make a claim - either by phone or online - please make sure you have your policy number with you.

Claim on home emergency cover

If you take out home emergency cover we'll include it in your policy schedule, along with details of the emergency repairs it covers.

If you need to make a claim, please call 0800 051 2658.

Please have your policy number to hand when you call.

Claim on legal expenses cover

If you take out legal expenses cover, this will be included in your Policy Schedule. For confidential legal advice or to make a claim on your legal expenses, please call 0800 051 4004.

Change your cover

Are you moving house? Do you need to reduce your cover or cancel your policy? To make changes to your cover please call 0800 015 7760.

You can also get in touch to make changes to your policy using the customer hub.

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

If you’re struggling financially, support is available. If you think you may be unable to maintain your regular policy payments, you can contact Aviva, your insurer, by completing the home insurance enquiries form or you can call Aviva on 0800 015 7760.

Don’t wait until you miss a payment as Aviva may be able to help you in advance. Please don't cancel any payments or Direct Debits, as missing a payment may mean you run the risk of your policy being cancelled and you could be left uninsured. Please get in touch if you need help.

Ukrainian Refugees

If you're a homeowner in the UK and want to temporarily welcome Ukrainian refugees into your home as non-paying guests, you don't need to tell us. Your home insurance cover will stay the same and provide cover for visitors.

This applies for the first 12 months that any refugees live with you, including when your policy is due for renewal. After 12 months, if any refugees are still living with you, then you should tell us when you next renew your policy.

We'd encourage you to check your policy to make sure it covers your needs. Be aware of any existing terms in your policy that might apply to visitors and get in touch with us if you want to discuss your cover.