Platinum
Insurance Policy
Summaries
includes Keyfacts about our
insurance services
Generated at: Tue Sep 8 12:40:53 2015
Throughout this Policy, “Platinum account”
refers to Select Platinum Accounts and Reward
Platinum accounts.
The Platinum account comes with a range of
insurance policies that could cover you, your family
and much more.
This brochure explains the policies in more detail,
and provides you with some important tips on how
to make a claim.
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Contents
Page
Platinum Insurance4
Platinum Insurance Products 5
Policy Summaries 7
Platinum Travel Insurance
7
Mobile Phone Insurance
13
UK Car Breakdown Cover
16
About Our Insurance Services
18
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Platinum Insurance
Your Policy Summary
Please read this document carefully. Full terms and conditions can be found within the policy
document. This document does not form part of a contract between us.
For full details of cover, including terms and conditions, please refer to leaflet ‘Platinum Benefit Terms’
which was given to you when you applied for your RBS Platinum account.
Total Price to be Paid
There is no separate charge for these insurance policies. There is a monthly account fee for the
Platinum account and this charge is not adjusted should you not wish to use the insurance products.
Benefits under the plan are free of all personal taxes under current law and Inland Revenue practice.
Tax law and practice may change in the future. Other taxes may exist that are not paid via the
underwriting Insurer and/or The Royal Bank of Scotland plc or imposed by them or us.
The Monthly Account Fee for the account will be inclusive of Insurance Premium Tax, where
applicable, at the current rate.
Business Language Used
The language used in this and all other documents relating to this policy is in English. All future
communications both verbal and written will be in English.
Minicom Users
If you are a Minicom user, you can contact us on 0370 600 0856.
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Platinum Insurance Products­­­­­
Important Information – Please review the high level policy summaries below and all the
information provided in this document, to ensure our policies fully meet your needs and the cover
is right for you.
Travel Insurance
Key Benefits
Main Exclusions
• Worldwide and UK
multi-trip cover for you and
your family
• 5 Star rated by Defaqto,
an independent financial
research company
• Winter sports cover
included
• No upper age limit
• Automatic cover –
no need to register
• Underwritten by
U K Insurance Limited
• Available to UK residents and persons
over the age of 18
• Persons aged 70 or over must call
0345 609 0456 each year in order to
obtain cover and will be required to pay
an annual premium of £50 per person and
in addition you will be medically screened
• Customers with an existing medical
condition must call 0345 609 0456 for
screening. You may be required to pay a
premium for cover or we may decide not
to cover you for this condition
• Maximum trip duration limit of 31 days
– longer trips may be agreed at an
additional cost
• Winter sports cover is restricted to 31 days
• Trips must start and end in the UK
• Trips in the UK must be for at least
three consecutive days and in pre-booked
accommodation, not belonging to a friend
or family member
• Additional guests, Business, Wedding,
Golf and Hazardous Activities are not
covered but are available through calling
0345 609 0456
• Guests added to the policy must travel
with the account holder or partner
• Dependent children must be:
– Under 18 at the start of the journey or
under 23 if in full time education
– Living at the home address or with
their other parent
– Unmarried and not entered into a civil
partnership
• If a member of your immediate family,
a close business associate (whether
travelling or not) or anyone travelling in
your party has been a hospital inpatient or
put on a waiting list for hospital treatment
for a medical condition in the 12 months
prior to you booking the journey, this policy
does not cover the subsequent cancellation
or curtailment of that journey as a result
• Trips booked prior to opening your
account are covered by this policy, trips
started before opening your account are
not covered by this policy
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Key Benefits
Main Exclusions
Mobile Phone
Insurance
• Cover for one mobile
phone per account holder
(a maximum of two
per account)
• Provides a replacement
mobile phone in the event
of loss, theft, damage
or breakdown of your
mobile phone
• Covers unauthorised calls
up to £2,500 for contract
phones and up to £100 for
pay-as-you-go
• Covers up to £250 worth
of accessories if these
are lost, stolen or
damaged at the same
time as your phone
• Includes Smartphones
and PDAs with call
making ability
• Underwritten by Aviva
• Covers up to two claims per account
holder in any 12 month period – a £75
excess applies for each claim
• Replacement handsets will be
refurbished phones
• Loss or theft must be reported to your
network provider within 24 hours of
discovery for unauthorised use claims to
be considered
• All claims must be reported to the insurer
within 60 days
• We will not pay costs relating to cosmetic
enhancements made to the phone such
as plating or embellishments
• You must take all reasonable precautions
to prevent loss, theft or damage
• Cover is for account holders’ phones
only. Your phone isn’t covered if it’s being
used by someone else such as a friend
or your child, even if you’ve given them
permission to use it
Green Flag Car
Breakdown
Cover
• 5 Star rated by Defaqto,
an independent financial
research company
• UK cover includes Home
Call and returning you
and your vehicle to your
home address in the UK
and options to get to your
destination if your vehicle
can’t be fixed
• Cover includes all vehicles
owned by the account
holders and registered at
their home address
• Automatic cover – no need
to register
• Underwritten by
U K Insurance Limited
• The vehicle must be fit to drive at the
start of the journey and be serviced
in line with the manufacturer’s
recommendations
• Doesn’t cover any costs once the
insured vehicle has been transported to
a garage or repairer
• Roadside assistance outside the UK is
not included
• Limited to five callouts in any 12 months
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RBS Platinum Travel Insurance
Statement of demands and needs
We have not provided you with a personal recommendation as to whether the policy is suitable for
your specific needs and it is your responsibility to make sure that the policy is right for you. RBS
Platinum Travel Insurance meets the demands and needs of RBS Platinum account customers who
wish to ensure that travel insurance cover exists while on holiday.
Policy Summary
This is a summary of the policy only and does not form part of the contract between us. The full
terms and conditions of the insurance contract can be found in the policy booklet. You should read all
documents carefully and keep them for future reference.
The Insurer
The insurer is U K Insurance Limited.
Type of insurance and cover
RBS Platinum Travel Insurance is designed to meet certain costs that might occur while you are
travelling.
Unless the insurer has confirmed otherwise in writing, the insurance will only cover:
• The account holder(s), and any domestic partner and dependant children under age 18 years (or 23
if in full time education, living at the same address and not married) plus any guests we have accepted.
• Travellers who are aged under 70 years and have no existing medical conditions (see below).
• Trips up to 31 days’ duration (winter sports trips limited to 31 days) anywhere in the world. Trips in the
UK must be for at least 3 consecutive days and all trips must start and end in the UK.
• Involving only insured activities listed in the policy wording, and for leisure or non-manual work.
Optional extra sections are available by calling the insurer on 0345 609 0456 for:
• Business
• Golf
• Weddings
• Hazardous Activities.
• There are also other cover upgrades available for:
• Medical conditions
• Guests
• Age
• Extended trip duration
• Extra cancellation cover
and if you have any of these extra sections or upgrades you will receive separate documents
confirming this, and the period for which cover applies.
Cover for medical conditions
Pre-existing medical conditions are not covered at any time under this policy unless they have
been disclosed to the insurer and accepted by them in writing. It is important that you read and
fully understand the Medical Declaration on page 13 of the policy.
When you become an insured person or when you book your trip (whichever is later):
You must tell us about each pre-existing medical condition for any insured person. This is any
medical condition for which you:
• have received advice, treatment or a prescription for medication (whether taking it or not) from a
doctor during the last 12 months;
• have a heart or cancer related condition;
• are under investigation or awaiting diagnosis;
• are on a waiting list for treatment as an in-patient or were aware of the need for treatment as an
in-patient;
• have received a terminal prognosis.
Between the date you booked your trip and the start date of your trip:
• You must tell us about any new serious injury or serious illness affecting any insured person.
• If you still wish to go on your trip your policy will continue to operate normally.
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Summary of the main features and benefits of RBS Platinum Travel Insurance
Cover
Section
Features and benefits
Limit of cover
(per person)
Policy
page
Part 1 – Covers For Your Trip
A. Cancelling
Your Trip
Travel and accommodation costs that you have
paid and cannot get back when you have to cancel
a trip due to the death, serious injury or serious
illness of insured people, travelling companions,
close relatives, business associates or people you
had planned to stay with. It also covers other
reasons for you not being able to travel, including
involuntary redundancy, jury service or advice
from the Foreign & Commonwealth Office
£5,000
16
B. Delayed
Or Missed
Departure
•
E xtra travel and accommodation costs to get
you to your destination or return you home if
your transport is delayed meaning you miss
your departure
•
E xtra travel, accommodation and refreshment
costs if you have checked in but your transport
is delayed
•
Travel and accommodation costs that you have
paid and cannot get back where you have
abandoned your trip because your departure
was delayed for at least 6 hours (for trips of up to
4 nights) or 12 hours for longer trips
£1,000
17
Travel and accommodation costs that you have
paid and cannot get back when you have to cut
short a trip due to the death, serious injury or serious
illness of insured people, travelling companions,
close relatives, business associates or people you
had planned to stay with. It also covers other reasons
for you not being able to continue with your journey,
including involuntary redundancy, jury service or
advice from the Foreign & Commonwealth Office
£5,000
C. Cutting
Short Your
Trip
£250
£5,000
18
Part 2 – Covers For You
D. Emergency
Medical
and
Related
Costs
While you are outside your home area:
•
Emergency medical, surgical and hospital
treatment
• Emergency dental treatment
•Hospital benefit for every 24 hours in hospital
Whether outside or inside your home area:
•
Extra travel and accommodation costs as a
result of medical treatment
• F
uneral or cremation abroad or returning
body home
E. Personal
Accident
Accidental injury on a trip resulting in:
•
Death or total permanent disability (depends on
age)
• Loss of sight or limb
21
£10,000,000
overall
£1,000
£50 per day
£10,000 in
home area
Included in
above limits
£7,500
23
£2,000 if under
18 years old
£25,000 if over
18 years old
£25,000
F. Personal
Liability
Personal liability for compensation you become
legally liable to pay
£2,000,000
23
G. Legal Costs
Legal costs for you claiming damages and
compensation following injury, illness or death or
for breach of contract
£50,000
24
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Cover
Section
Features and benefits
Limit of cover
(per person)
Policy
page
The cost of replacing items that are lost, stolen or
accidentally damaged. Lower limits apply as follows:
• For any one item
• In total for all valuables (as defined in the policy)
£1,500
27
I. D
elayed
Baggage
The cost of essential replacement items if your
baggage is temporarily lost for more than 4 hours at
the start of your trip
£650 (after
48 hours)
28
J. P
ersonal
Money
The cost of replacing money that is lost or stolen
£500
28
K. Lost
Passport or
Driving
Licence
Travel, accommodation and administration costs
to get emergency replacement documents to get
you home
£750
29
L. Winter
Sports
• Unused ski pack as a result of injury or illness
• The cost of replacing winter sports items that
are lost, stolen or accidentally damaged
•
Extra travel costs or compensation if the piste
is closed
•
Compensation if avalanche delays arrival or
departure
£250
£400
29
Part 3 – Covers For Your Property
H. Baggage
£300
£500
£30 per day
£200
Part 4 – Optional Extra Covers
M. Business
N. Golf
O. Wedding
•
The cost of replacing business equipment items
that are lost, stolen or accidentally damaged
• The cost of essential replacement business
equipment items if yours are temporarily lost for
more than 4 hours at the start of your trip
• The cost of a colleague replacing you due to
death, injury or illness
£1,500
• T
he cost of replacing golf equipment items that
are lost, stolen or accidentally damaged
•
The cost of essential replacement golf
equipment items if yours are temporarily lost for
more than 4 hours at the start of your trip
• Lost green fees due to injury or illness
£1,500
• T
he cost of replacing wedding effects that are
lost, stolen or accidentally damaged
• Replacement photographs and video recordings
£1,500
32
£500
£1,500
33
£250
£250
35
£750
This is only a summary of the cover provided and the limits that apply. Please refer to the policy
wording for full details.
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Summary of the main exclusions and limitations of RBS Platinum Travel Insurance
Cover
Section
Significant or unusual exclusions or limitations. You will not
be covered for any claim for:
Policy page
Part 3 – Covers For Your Property
Applying to
the whole
policy
• T
he excess of £75 per person, which applies to claims under
most sections
• A traveller who is over 70 years of age unless an age
extension is in force at the time
• Any activities not on the list of permitted activities, unless the
insurer has agreed to it
• Trips of more than 31days, unless the insurer has agreed to it
• Trips of less than 3 consecutive days within your home area
• An event when there is no RBS Platinum account in force
• Any deliberate act, or event of which you had prior knowledge
before opening or upgrading the account or booking your trip
• A trip to a country or area where the Foreign &
Commonwealth Office has advised against all travel
Various
Part 1 – Covers For Your Trip
A. Cancelling
Your Trip
• Expenses
you can recover from elsewhere
• Any pre-existing conditions for any traveller unless we have
accepted it in writing
• Cancellation as a result of a medical condition of a close relative,
business associate or travelling companion who has been or is
waiting for treatment as an in-patient, has been diagnosed with
cancer or given a terminal prognosis in the last 12 months
16
B. Delayed
Or Missed
Departure
• Expenses
you can recover from elsewhere
• Expenses for trips that are not international
• Expenses for both Delayed International Departure and
Abandoned International Departure for the same event
• Missed International Departure where your vehicle hasn’t
been properly serviced and maintained
17
C. Cutting
Short Your
Trip
• E
xpenses you can recover from elsewhere
• Any pre-existing conditions for any traveller unless we have
accepted it in writing
• Cutting short a trip as a result of a medical condition of a close
relative, business associate or travelling companion who has
been or is waiting for treatment as an in-patient, has been
diagnosed with cancer or given a terminal prognosis in the
last 12 months
18
Part 2 – Covers For You
D. Emergency
Medical
and
Related
Costs
• Any
pre-existing conditions for any traveller unless we have
accepted it in writing
• Non-emergency dental work, or involving precious metals
• Medical treatment costs in your home area
• Private treatment unless we have agreed to it
21
E. P
ersonal
Accident
• A
ny pre-existing conditions for any traveller unless we have
accepted it in writing
• Sickness or naturally occurring condition
• Total permanent disability if you had retired before travelling
23
F. P
ersonal
Liability
• R
elating to owning or using animals (other than your pets),
firearms, vehicles, vessels or aircraft
• Related to your job
23
G. Legal Costs
• A
ction where there is no reasonable prospects of success
• Defending actions against you
• Expenses incurred before we have accepted your claim
24
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Cover
Section
Significant or unusual exclusions or limitations.
You will not be covered for any claim for:
Policy page
Part 3 – Covers For Your Property
H. Baggage
• I f you do not report the loss to the police within 24 hours or
have no police report
• Unless the items stolen were in your locked accommodation,
safe or safety deposit box, or vehicle
• For valuable items, if they are not with you
27
I. D
elayed
Baggage
• If you do not get a Property Irregularity Report
28
J. P
ersonal
Money
• If
you do not report the loss to the police within 24 hours or
have no police report
• Unless the items stolen were in your locked accommodation,
safe or safety deposit box, or vehicle
28
K. L
ost
Passport
or Driving
Licence
• If
you do not report the loss to the police within 24 hours or
have no police report
• Unless the items stolen were in your locked accommodation,
safe or safety deposit box, or vehicle
29
L. W
inter
Sports
• I f you do not report the loss to the police within 24 hours or
have no police report
• Items stolen in your unattended vehicle
29
Part 4 – Optional Extra Covers
M. Business
• I f you do not report the loss to the police within 24 hours or
have no police report
• Valuable items stolen from your unattended vehicle
32
N. Golf
• If
you do not report the loss to the police within 24 hours or
have no police report
• Valuable items stolen from your unattended vehicle
33
O. Wedding
• If
you do not report the loss to the police within 24 hours or
have no police report
• Valuable items stolen from your unattended vehicle
35
This is only a summary of the cover provided and the limits that apply. Please refer to the policy
wording for full details.
Duration of the policy
The policy remains in force until one of the following occurs:
• The RBS Platinum account is closed
• Each traveller reaches 70 years of age, unless they buy an age extension. Cover for other
travellers will continue to operate
• Any traveller is no longer a UK resident
Upgrades and extensions to cover will either be renewable annually (we will send you a renewal
notice) or will be for a single trip only.
Because the RBS Platinum Travel Insurance has no end date, and your circumstances will change
from time to time, it is important that you regularly review the cover to ensure it meets your needs.
Cancellation rights
• The account holder can cancel this policy at any time by telling us either over the phone or
in writing. However, this insurance is included as an integral benefit with your RBS Platinum
account. You do not, therefore, pay a separate premium and would not receive any refund as a
consequence of cancelling the policy.
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• The
account holder can cancel any upgrades or endorsements at any time by telling us either over
the phone or in writing. We will not refund any premium unless the account holder cancels the
relevant upgrade or endorsement within 14 days from the date of purchase or renewal or the date of
receiving the relevant documents or renewal notice, whichever is the later, and so long as no insured
person has travelled or made a claim.
If you need to claim
How to make a claim
While you are away:
• If you are injured or ill while you are away,
call our Emergency Assistance Service
Please call
0345 609 0456
+44 1252 763659 from abroad
Lines are open 24 hours a day, 365 days a year
• Non-emergency claims
0345 609 0456 in the UK
+44 1252 763659 from abroad
Lines are open 9am to 5pm Monday to Friday
• Legal Costs claims
0345 246 2070 in the UK
+44 1275 557950 from abroad
Lines are open 24 hours a day, 365 days a year
How to complain
Should there ever be an occasion where you need to complain, please call us on 0345 609 0456 or
if you wish to write, then please address your letter to Customer Relations, P O Box 1150, Churchill
Court, Bromley BR1 9WA.
If we cannot resolve the differences between us, you may refer your complaint to the Financial
Ombudsman Service (FOS). Their address is: Financial Ombudsman Service, Exchange Tower,
London E14 9SR. Phone: 0800 023 4567 or 0300 123 9 123. You can visit the FOS website at
www.fos.org.uk
Details about our regulator
U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202810.
The Financial Conduct Authority website, which includes a register of all regulated firms can be visited
at www.fca.org.uk, or the Financial Conduct Authority can be contacted on 0800 111 6768. The
Prudential Regulation Authority website can be visited at www.bankofengland.co.uk/pra, or the
Prudential Regulation Authority can be contacted on 020 7601 4878.
Under the Financial Services and Markets Act 2000, should the company be unable to meet all
its liabilities to policyholders, compensation may be available. Insurance advising and arranging
is covered for 90% of the claim without any upper limit. For compulsory classes of insurance,
Insurance advising and arranging is covered for 100% of the claim, without any upper limit.
Information can be obtained on request, or by visiting the Financial Services Compensation Scheme
www.fscs.org.uk
We will also be happy to send you any of our brochures, letters or statements in Braille, large print or
audio, upon request.
RBS Platinum Travel Insurance is underwritten by U K Insurance Limited. Registered office:
The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No. 1179980.
U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated
by the Financial Conduct Authority and the Prudential Regulation Authority.
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RBS Platinum Mobile Phone Insurance
Policy Summary
This is a summary of the policy and does not contain the full terms and conditions of the cover,
which can be found in the Platinum Mobile Phone Insurance terms document. It is important that
you read the full policy wording carefully and keep it for future reference.
Who is the insurer?
The insurer is Aviva Insurance Limited.
What is Platinum Mobile Phone Insurance?
This Mobile Phone Insurance policy provides cover for your phone in the event of damage, loss, theft
or breakdown outside the manufacturer’s warranty.
What are the main features and benefits?
• Cover is for one mobile phone that is owned and used by the account holder. Where the account is
in joint names, one phone will be covered for each account holder, with a maximum of two phones
per account.
• The phone is covered whilst being used by the account holder only.
• We will settle claims by replacing the phone. Our replacement phones are refurbished models. All
replacement phones provided by us will come with a 12 month warranty.
• The phone will be covered whilst the account holder is temporarily outside the UK, providing
they remain a permanent UK resident, meaning they have their main home in the UK. If you are
abroad when a claim happens, we will not replace the phone until you return to the UK.
• The cover provided by this policy allows for a maximum of two claims in total during any 12 month
period. Where the account is in joint names, you will be entitled to make a maximum of two claims
per account holder in any 12 month period, with an overall limit of 4 claims per account in any 12
month period.
• Accessories are covered up to £250 per claim, if they are lost, stolen or damaged at the same
time as your phone.
• In the event of unauthorised use following loss or theft, we will provide cover for up to £2,500 for
monthly contracts and up to £100 for pay-as-you-go customers.
What are the significant or unusual exclusions or limitations?
There are a number of exclusions and limitations in your policy. Significant or unusual ones are shown
below. Full details can be found under the “What is not covered” heading in Sections 6 and 7, as well as
the General Conditions and General Exclusions sections of your Mobile Phone Insurance Terms.
• You must report loss or theft of your phone to your network provider within 24 hours of discovery
(48 hours if outside the UK) for unauthorised use claims.
• We may refuse to pay any unauthorised use claim if you fail to report the loss or theft to your
network provider in accordance with the policy terms.
• You will need to pay the first £75 of each claim made on this policy. This is known as the excess.
• You must take all reasonable precautions to prevent loss, theft or damage.
• Accessories are only covered if they have been lost, stolen or damaged at the same time as the phone.
• W
e will not pay any costs relating to cosmetic enhancements, such as plating or embellishment with
precious metals, stones or crystals.
• There is no cover for any phone manufactured wholly or substantially from precious metals,
stones or crystals.
• There is no cover if the phone;
– is being used by someone other than the account holder
– has been deliberately left unattended and unsecured.
• There is no cover for theft or loss of the phone;
– from an unattended vehicle unless the phone has been placed in a locked and concealed boot,
concealed luggage compartment or closed glove box of a securely locked vehicle that has
been broken into using force and violence.
• There is no cover for damage caused by general wear and tear or damage that does not affect
how the phone works.
• We will not pay any claim where you are unable to provide the IMEI number of the phone, the
IMEI number cannot be verified by us, or the IMEI number provided belongs to a phone that has
previously been reported as lost or stolen.
• Where requested, you will be required to provide such information, documents or receipts
reasonably necessary to support and/or verify your claim.
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How long does my policy run for?
Unless you exercise your right to cancel, the policy will remain in force as long as you have a
Platinum account and remain permanently resident in the UK.
As your circumstances may change over time, it is important you review the terms and conditions
of your Platinum Mobile Phone insurance regularly to ensure that the cover remains adequate for
your needs.
Registration
We strongly recommend that you register your phone as soon as possible. If the phone has not been
registered before a claim is made, registration will need to be carried out at that time. It’s simple to
register – do this by visiting www.rbs.co.uk/platinumbenefits or calling 0345 609 0456.
How do I make a claim?
Important steps you need to take
• Report loss or theft to your network provider within 24 hours of discovery (48 hours if
you are abroad at the time).
• Tell us about any claim as soon as possible, but always within 60 days of discovery.
If you need to make a claim, either:
• Go online through www.rbs.co.uk/platinumbenefits; or
• Call 0345 609 0456
If you have not registered your mobile phone details you will need to register before you claim.
Our phone lines are open:
Monday to Friday
Saturday
Sunday
Bank Holidays
08.00 – 20.00
09.00 – 18.00
10.00 – 17.00
10.00 – 18.00 (closed on Christmas Day)
Your Cancellation Rights
You have a statutory 14 day period in which to cancel the Platinum Mobile Phone Insurance.
This period begins on the start date or when the insurance terms and conditions are received,
whichever is later.
If the Platinum Mobile Phone Insurance is not cancelled within the above 14 day period, the Mobile
Phone Insurance will remain active until the cover is cancelled in accordance with the rights set out
in General Conditions section of the terms and conditions or you cease to be permanently resident
in the UK.
To exercise your right to cancel, please call: 0345 609 0456. Please note, if the Mobile Phone
Insurance is not required, there will be no refund or reduction in the Platinum account fee.
If you have a complaint
Our goal is to give excellent service to all our customers but we recognise that things do go wrong
occasionally. We take all complaints we receive seriously and aim to resolve all our customers’
problems promptly and achieve a fair outcome. To ensure that we provide the kind of service you
expect we welcome your feedback. We will review the complaints we receive to make sure that we
continually improve the service we offer. Details of our full complaints process can be found in your
policy wording.
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:
By telephone: 0345 609 0456
In writing either via the www.rbs.co.uk/platinumbenefits or by letter addressed to:
RBS Platinum account
Aviva Mobile Phone Insurance
PO Box 351
Southampton
SO30 2PJ
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If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not
satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.
If you receive a final response letter from us and you want to contact the Financial Ombudsman
Service, you’ll need to do this within six months of receiving our final response letter:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
Financial Services Compensation Scheme
We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled
to compensation from this scheme if we cannot meet our obligations, depending on the type of
insurance and the circumstances of your claim.
Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth
PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority.
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Policy Summary Platinum UK Car
Breakdown Cover
Statement of Demands and Needs
We have not provided you with a personal recommendation as to whether the policy is suitable
for your specific needs and it’s your responsibility to make sure that the policy is right for you. This
product meets the demands and needs of those who wish to ensure that they are covered for
vehicle breakdown.
Your Benefit Terms
Please read this document carefully. This policy summary does not form part of the contract
between us. For full details of cover including terms and conditions, please refer to the Platinum
Benefit Terms contained within your Platinum account Welcome Pack. For your own benefit and
protection you should read the terms and conditions carefully. If you do not understand any point,
please ask for further information. You can call us with any questions on 0345 609 0456.
Features of a Green Flag Breakdown Policy
RBS Rescue Insurance is underwritten by U K Insurance Limited, Registered office: The Wharf,
Neville Street, Leeds LS1 4AZ. Registered in England and Wales No 1179980. U K Insurance Limited is
authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority
and the Prudential Regulation Authority and will run in conjunction with your Platinum account
Package. As this policy could run for several years you may want to review your insurance needs
periodically to ensure the policy is adequate.
Please refer to your Platinum Benefit Terms.
Significant Features of a Green Flag Breakdown Policy
Your policy covers your vehicle or anyone driving with your permission, who is not a hitch-hiker,
up to a maximum of 8 persons including the driver.
• You can claim £10 if the recovery vehicle does not attend within 60 minutes of you contacting us –
see Section A – Breakdown cover in the UK, of the Platinum Benefit Terms.
• Roadside Assistance including long distance recovery to the Home or a suitable repairer
where necessary.
• Assistance at your home address – see Section A – Breakdown cover in the UK.
• Caravan and Trailer cover – see definition of Vehicle under Commonly used terms in the Platinum
Benefit Terms.
Significant Exclusions and Limitations of a Green Flag Breakdown Policy
• We will only pay for repair or recovery costs that you have agreed with us prior to you incurring
them – General Condition 13 of the Platinum Benefit Terms.
• As per our Fair use policy, we will provide Platinum Breakdown cover up to five times in any
12-month period of cover. We may write and tell you when you have reached that limit.
If you would like to upgrade your Breakdown cover
It is possible to upgrade your Breakdown cover. If you would like to upgrade please telephone
0345 609 0456.
Your right to cancel this policy
You have the right to cancel this policy at any time, which will have immediate effect: by phone:
by calling 0345 609 0456 8am to 8pm Monday to Friday, 9am to 5pm Saturday and 10am to
5pm Sunday (other than bank holidays and public holidays); or by post: by writing to RBS Rescue
Insurance Customer Services, PO Box 106, 37 Broad Street, Bristol BS99 7NQ. If you choose to
cancel this policy you will not be entitled to any refund, reduction or rebate of your account fee.
How to make a claim
To notify us of a claim whilst travelling within the UK, please telephone 0345 609 0456.
How to complain
Should there ever be an occasion where you need to complain, please call us on 0345 609 0456.
If you wish to write, then address your letter as follows:
• Platinum account Car Breakdown, Customer Relations Department, Green Flag, Cote Lane,
Pudsey LS28 5GF.
If we cannot resolve the differences between us, you may refer your complaint to the Financial
Ombudsman Service (FOS). Their address is: Exchange Tower, London E14 9SR, telephone
0800 023 4567.
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Details about our Regulator
RBS Rescue Insurance is underwritten by U K Insurance Limited which is authorised by the
Prudential Regulation Authority and regulated by the Financial Conduct Authority and the
Prudential Regulation Authority, registration number 202810. The Financial Conduct Authority
website, which includes a register of all regulated firms can be visited at www.fca.org.uk, or
the Financial Conduct Authority can be contacted on 0800 111 6768. The Prudential Regulation
Authority website can be visited at www.bankofengland.co.uk/pra, or the Prudential Regulation
Authority can be contacted on 020 7601 4878.
Under the Financial Services and Markets Act 2000, should the company be unable to meet all
its liabilities to policyholders, compensation may be available. Insurance advising and arranging
is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance,
insurance advising and arranging is covered for 100% of the claim, without any upper limit.
Information can be obtained on request, or by visiting the Financial Services Compensation Scheme
www.fscs.org.uk
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about our insurance services
36 St Andrew Square
Edinburgh
EH2 2YB
1. The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates financial services. Use this information to decide
if our services are right for you.
2. Whose products do we offer?
We offer products from a range of insurers.
We only offer products from a limited number of insurers.
3 We can only offer products from:
•
•
•
•
•
U K Insurance Limited for home insurance
U K Insurance Limited for motor insurance
U K Insurance Limited for pet insurance (available to Private Insurance Customers only)
U K Insurance Limited for travel insurance (available to Private Insurance Customers only)
U K Insurance Limited for travel insurance provided with Silver account, Platinum account and
Black account
• U K Insurance Limited for home emergency service provided with Black account
• U K Insurance Limited for Green Flag provided with Platinum account and Black account
• Underwritten by Aviva Insurance Limited, administered by Carphone Warehouse for mobile phone
insurance with Silver account, Platinum account and Black account
We only offer our own products
3. Which service will we provide you with?
We will advise and make a recommendation for you after we have assessed your needs.
3 You will not receive advice or recommendations from us for any type of non-investment insurance
contract. We may ask some questions to narrow down the selection of products that we will provide
details on. You will then need to make your own choice about how to proceed.
4. What will you have to pay us for our services?
A fee.
3 No fee.
You will receive a quotation that will tell you about any other fees relating to any particular
insurance policy.
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5. Who regulates us?
The Royal Bank of Scotland plc. Registered in Scotland No 90312. Registered Office: 36 St Andrew
Square, Edinburgh EH2 2YB is authorised by the Prudential Regulation Authority and regulated by
the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services
Register number is 121882.
Our permitted business includes arranging and advising on non-investment insurance.
You can check this on the Financial Services Register by visiting the FCA’s website
www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.
6. What to do if you have a complaint
If you wish to register a complaint, please contact us:
In writing:The Royal Bank of Scotland plc, Customer Relations Manager, PO Box 594,
Chatham ME4 9DP
By phone: 0800 151 0406.
Or Private customers can call your Private Banking Manager: 03332 023 332.
If you have a hearing or speech impairment you can call us on Minicom 0800 027 1398.
Or Private customers 0345 900 5960.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial
Ombudsman Service.
7. Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot
meet our obligations. This depends on the type of business and the circumstances of the claim.
For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the
claim, without any upper limit.
For non compulsory classes of insurance, insurance advising and arranging is covered for 90% of
the claim, without any upper limit.
Further information about compensation scheme arrangements is available from the FSCS.
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Braille, large print or audio format?
If you would like this information in Braille, large print or audio format please
contact us on 03457 24 24 24 (Minicom 0800 404 6160).
The product(s) mentioned in this literature is/are covered by the Financial Services Compensation Scheme (FSCS).
The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations.
For further information about the compensation provided by the FSCS, refer to the FSCS website www.FSCS.org.uk
Our main business is banking and financial services. We will provide you with banking services in accordance with the
terms which apply to your account. We are authorised by the Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential Regulation Authority. We are entered on the Financial Services Register
and our registration number is 121882.
Calls may be recorded.
The Royal Bank of Scotland plc.
Registered Office: 36 St. Andrew Square, Edinburgh EH2 2YB.
Registered in Scotland No. 90312.
Web Site rbs.co.uk
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RBS05474 12 October 2015