Premier Account
Upcoming changes to your
Premier Account.
Keeping you up to date with
your Premier Account.
Your Premier Account comes
complete with a range of benefits
that are designed to meet your
needs. To ensure your account
continues to offer great quality
and value, we continually look to
make changes and improvements.
This leaflet explains the changes
to your account and the dates
they will come into effect.
All changes will be made by
2 October 2012.
This leaflet accompanies your welcome
pack, your Bank of Scotland Bank
Account Conditions and any Additional
Conditions for your account.
Full details of your current policies and
third party benefits can be found at
bankofscotland.co.uk/premier and from
2 October updated versions will be
available to download.
A summary of the most
important changes.
• Planned and Unplanned Overdrafts —
our standard monthly overdraft usage
fee is increasing slightly from £5
to £6. The overdraft interest rate
is changing too.
• Home Emergency Cover — we’re
looking to improve your overall
service by switching providers to
the AA. Boiler cover will be extended
so it’s year-round. We’re doubling the
timescales for Unoccupied Property
Cover and adding Pest and Vermin
Cover too.
1
Essential account information
• Enhanced Travel Insurance — we’re
adding cover for travel disruption
to your policy as standard. You will
be covered for more of the things
that could disrupt your holiday,
so your travel plans are protected
against problems as diverse as
erupting volcanoes to floods to
industrial action at airports. At the
same time, the way you manage your
travel insurance is being made easier
too. That’s because you will be able
log in and manage your cover.
• Increased cover with Sentinel® Card
Protection — up to £200 wallet and
handbag cover — and if you lose cash
at the same time, you’re covered
in the UK as well as when abroad.
We’re also removing the excess on
claims for lost handbags, wallets
and purses altogether. In addition,
effective immediately your Sentinel®
Card Protection policy now no longer
offers card fraud protection. But don’t
worry, your Bank of Scotland cards
are still covered should you fall victim
to card fraud through no fault of
your own.
• Increased Mobile Phone Insurance
excess charges — the excess for an
iPhone claim on your Mobile Phone
Insurance will be increasing to £100,
and to £50 for all other mobile
phone claims.
• Direct Online Access — Mobile Phone
Insurance, Sentinel® Card Protection
and ID Aware — By 2 October 2012
you’ll have direct access to these
benefits just by signing into Internet
Banking, without the need for any
extra passwords. Once this new access
is available you’ll no longer be able
to use the existing benefits websites.
For the latest information on exactly
when this new access will be available
please see bankofscotland.co.uk/
addedvalueaccounts. Alternatively
you can access your benefits by
calling 08456 03 33 99.
• A new back up service for your
mobile — called Save What Matters,™
it will replace Save My Numbers™ and
store more of your mobile’s precious
content. That means your photos and
videos, not just your contacts. It can
even help track your handset down
if it goes missing.
• Buying foreign currency — you will
no longer be charged by us for using
your Bank of Scotland Visa Debit Card
to buy foreign currency from other
providers in the UK.
• Bank of Scotland Bank Account
Conditions — we’re changing some
of your Bank Account Conditions.
Essential account information
2
Contents.
Important account information
Other changes to your account
Overdrafts
4
Buying foreign currency
16
Useful ways to manage your Account
5
Bank of Scotland Bank Account Conditions
16
Changes to your Account benefits
The important details
Home Emergency Cover
6
AA Home Emergency Cover Terms and Conditions
19
AXA Worldwide Family & Winter Sports Travel Insurance
9
AXA Worldwide Travel Insurance Terms and Conditions
changes
26
Sentinel® Card Protection Terms and Conditions changes
33
Save What Matters™ Terms and Conditions
35
Sentinel® Card Protection
13
Save What Matters™
14
Mobile Phone Insurance
15
Useful numbers
Back cover
If you need help with your account benefits:
Call Premier Membership Services on 08456 03 33 99.
Or if you’re calling us from abroad, or prefer not to
use our 0845 number call +44 1313 35 00 02.
Remember, you can always check the latest version of all your
conditions at bankofscotland.co.uk/premier — perfect if you
want to print off your travel insurance details and take them
with you on holiday.
3
Contents
Overdrafts.
What’s changing from 2 October 2012?
You must be 18 or over to have
a Planned Overdraft. How much
we lend depends upon our
assessment of your personal
circumstances. All overdrafts
are subject to application and
approval and are repayable
on demand.
To view all our interest rates and charges
online (current and from 2 October
2012) go to bankofscotland.co.uk/
accountchanges or pick up a copy of
our Banking Charges Guide in branch.
The charges below relates to both
Planned and Unplanned Overdrafts.
• The single Monthly Overdraft Usage
Fee is increasing from £5 to £6 and
is payable once in any monthly billing
period, no matter how many times
you go overdrawn in that month.
If you’re still overdrawn in the next
month you’ll pay this fee again. You’ll
only ever pay this charge if you use
an overdraft beyond any interest
and fee-free amount. You won’t pay
this for simply having an overdraft
in place.
• The overdraft interest rate is increasing
from 10.43% EAR* variable to 15.43%
EAR* variable for all Premier Account
customers.
• The interest and fee-free limit for
Premier Account customers has not
changed and remains at £500.
Representative example
If you use a Planned Overdraft limit
of £1,200 on our Premier Account
the overdraft interest rate we charge
on the first £500 will be 0% EAR*
variable and a Monthly Overdraft
Usage Fee will not apply. The
overdraft interest rate on the next
£700 will be 15.43% EAR* variable
and a Monthly Overdraft Usage Fee
of £6 will apply.
Unplanned overdrafts also carry
additional charges — please see our
Banking Charges Guide for more
information.
These changes do not affect any switcher
offers you currently have with us, and will
only come into effect on 2 October 2012
or once your offer ends, whichever
occurs later.
*EAR is the Equivalent Annual Rate. This is the actual annual rate of an overdraft, it doesn’t take into account other fees and charges.
Overdrafts
4
Useful ways to manage your Account.
Your Premier Account comes with
lots of smart ways to put you in
control of your money.
Whether it’s keeping a closer eye on
your balance, or juggling the dates of
your standing orders to smooth out
your cashflow, we give you the tools you
need to stay on top of your finances.
And that includes Internet Banking,
too. If you haven’t tried it yet, go to
bankofscotland.co.uk/internetbanking
and manage all your personal accounts
online, wherever and whenever you have
Internet access.
5
Useful ways to manage your Account
If you have any questions about the
information we’ve given you here,
you can call us on 08457 21 31 41.
Alternatively, visit us in branch.
Or if you’re calling us from abroad,
or prefer not to use our 0845 number,
call +44 1313 37 42 18.
Changes to your Account benefits.
Home Emergency Cover.
• Pest and Vermin cover will be added
to your policy.
What’s changing? From 2 October 2012
there’s more cover and an even
better service.
• We’re removing the need to notify
us of your emergency within 24 hours
of discovery.
The supplier of your Home Emergency
Cover will be changing to the AA and
the level of cover will also increase.
You can find your full policy details
applicable from 2 October at the back
of this booklet. Here’s a summary of
the key changes to the cover.
• We’re removing the need to service
your boiler annually.
• Boiler cover — which previously ran
from October to March — will be
extended so it’s year-round, which
means that you’ve got cover whichever
month your boiler breaks down,
subject to it being an emergency.
• Finally, to make sure you get the
service levels you deserve, the AA
will manage your emergency for you
from the minute you call, to the time
the contractors leave your home. And
as before, it all starts with a call to the
dedicated 24 hour helpline.
Is it an emergency?
As it applies to your Home Emergency
Cover both before and after your policy
changes, an emergency is defined as a
sudden or unforeseen situation which,
if not dealt with immediately, would in
our opinion cause one of the following:
render your home unsafe, uninhabitable
or insecure or cause further damage
to your home. What does that mean?
It means if it’s an on-going problem,
it’s not an emergency. And if you’re
left with alternative options available,
then it isn’t an emergency either.
• The Unoccupied Property cover will
be extended too, from 30 days to
60 which means you can leave your
property unoccupied for longer
than before and still be covered
for emergencies.
Changes to your Account benefi ts
6
Things that are typically covered
(classed as an emergency):
Things that typically aren’t covered
(not classed as emergency):
4. A blocked toilet if it is not the only
toilet in the home.
1. A blocked or overflowing drain.
1. Any emergency arising from
circumstances that you were aware
of before the start of the cover.
5. A front door won’t unlock but
it’s secure and you can get in to
your home through another door.
2. If you, or someone else, has tried
to make a repair, but has only
made matters worse, you won’t
be covered for any extra costs you
may face. Our advice is always to
call the experts first.
Got an emergency? Get in touch on
08456 72 28 06 and let the experts
take care of it.
2. All your electrics tripping in
your home so you’re continually
resetting the fuse board to
maintain the electrical supply.
3. Cracked or smashed window(s)
making your home insecure.
4. A sudden and uncontainable leak
from a water pipe.
5. A toilet that isn’t flushing or it’s
blocked and there are no other
accessible toilets in your home.
3. Dripping taps, showers or
leaks from pipes that are easily
containable.
AA Home Emergency Cover is underwritten by Acromas Insurance Company Limited.
7
Changes to your Account benefi ts
Here’s your benefits summary – once the changes have taken place:
Key features
Things to be aware of
• 24/7 helpline.
• Home Emergency Cover is only effective in an emergency, as defined by
your policy.
• Use of specialist AA engineers and a network of approved tradespeople
across the UK.
• Call-outs, parts, materials and labour all covered for up to £1,000 per emergency.
• No excess — and no limit on the number of times you can call.
• Domestic appliances are not covered.
• Failure or breakdown of a component which affects only the efficiency of the
primary heating system is not covered.
• The AA will swiftly arrange for an AA engineer or a trusted partner to visit and
take care of your emergency. Alternatively you can choose an appointment time
that is more convenient for you.
• Flat roofs and gutters are not covered.
• New end-to-end case management.
• Emergencies outside your home are not covered.
• A second property or holiday home in which your family are not living at the time
of the emergency is not covered.
• Routine servicing and maintenance is not covered.
• If your home is unoccupied for more than 60 days, cover does not apply.
• If the boiler is beyond economic repair, cover for your primary heating system
will cease until your boiler is replaced. We will contribute a maximum of £250
towards the cost of you replacing it with a new boiler. This can be claimed by
providing us with a copy of your receipt within 60 days of the call out.
Changes to your Account benefi ts
8
AXA Worldwide Family &
Winter Sports Travel Insurance.
Even more improvements.
What’s added? From 2 October 2012
we’re introducing significant
improvements to your travel cover.
An industrial dispute. Your accommodation
provider going out of business. Sometimes
it only takes one thing to ruin an entire
holiday. Our brand new Travel Disruption
cover recognises this and covers you for
disruption to your travel up to the value
of £5,000, not just the delayed flight
or cancelled train journey.
9
There are also a number of other
improvements to your existing cover,
as you’ll see overleaf.
You’ll find a summary of the changes
to terms and conditions at the back
of this booklet.
The existing terms and conditions will
be updated online from 2 October
to reflect these changes.
AXA Worldwide Family & Winter Sports Travel Insurance
Here’s your benefits summary – once the changes have taken place:
Key benefi ts
Existing
New maximum limits
Travel disruption cover — additional protection if your travel plans are disrupted due
to cancellation or delay of your booked trip including:
Not covered as standard
£5,000 and covered as standard
Increased single article limit within baggage cover
£350
£500
Increased limit for bank notes, currency notes and coins
£250
£300
Increase in Medical expenses cover
£5,000,000
£10,000,000
Travel delay cover is now effective after six hours, when you are travelling on a trip
of three nights or less
12 hours
6 hours
Travel delay compensation increased for first 12 hours
£20
£30
Maximum travel delay compensation increased
£100
£250
Minimum UK leisure trip length (where accommodation is pre-booked)
Three consecutive nights
Two consecutive nights
Increased maximum hospital benefi t
£250
£1,000
• missed connections
• enforced stays, e.g. due to volcanic ash
• insolvency of accommodation providers or their booking agents
• strikes
• natural disasters, e.g. earthquake, fire, flood
Increased day hospital benefi t
£25
£50
Increased winter sports trip length
17 days
31 days
Missed departure
£500 if Europe destination & £1,000
if destination outside Europe
£1,000 worldwide
AXA Worldwide Family & Winter Sports Travel Insurance 10
What’s changing? From 2 October
2012 you’ll have a new log in area
where you can manage your cover
at a time that suits you.
From 2 October 2012 you’ll have a new
log in area that will give you access to
your Travel Insurance. You can manage
different aspects of your policy,
including upgrading your level of cover
and updating your personal information.
You can even register a claim online.
Log in via Internet Banking or go to
bankofscotlandavatravelinsurance.com
where you can:
• Access and print your current
Travel Insurance documents.
• Upgrade your level of cover, including
adding an extra person or extending
the length of your trip.
• Complete your medical screening
questionnaire online.
• Update your personal information.
like family details and the names
of anyone on the policy.
• Register a claim.
Your Worldwide Travel Insurance is underwritten by AXA Insurance UK plc.
11 AXA Worldwide Family & Winter Sports Travel Insurance
Here’s your benefits summary – once the changes have taken place:
Key features
Things to be aware of
• Take as many trips as you like.
• Cover stops on your 80th birthday.
• You and your family are covered worldwide for up to 62 days per trip
(31 days in any one year for winter sports).
• Existing medical conditions that are not on the ‘no screen’ list in your policy
document must be declared to the insurer. An additional premium may be
payable if the insurer offers to cover these conditions. Please call Premier
Membership Services on 08456 03 33 99 to check.
• New-for-old replacement on baggage under two years old if it’s lost or stolen.
• Cover for travel disruption, including when caused by strikes, natural disasters
and airlines going out of business.
• Both business and leisure trips are covered.
• Cover can be extended to include your medical conditions for an
additional premium.
• Standard excess is £40.
• You must have lived permanently in the United Kingdom for at least six months
during the 12 month period prior to a trip.
• Covers UK leisure travel when two or more consecutive nights’ accommodation
is booked (fi ve or more consecutive nights for business trips).
• You must be registered with a medical practitioner in the United Kingdom.
• The travel disruption cover section excludes claims arising within seven days after
you opened your account or at the time of booking any trip (whichever is the later)
relating to any circumstance publicly known at the time of account opening or
booking any trip.
• The cancellation or curtailment charges and early return section excludes claims
arising due to circumstances known prior to the date you opened your account
or at the time of booking the trip (whichever is the later) which could reasonably
be expected to give rise to cancellation or curtailment of the trip.
AXA Worldwide Family & Winter Sports Travel Insurance 12
Sentinel® Card Protection.
What’s changing from
2 October 2012?
• Increased cover — we’re doubling
your cover up to £200 for lost purses,
wallets, handbags and briefcase
stolen at the same time as your cards.
• Your £200 cash cover — which is
currently overseas only — is being
extended to include UK losses.
What’s changing? – effective
immediately, Sentinel® fraud cover
has been discontinued.
Fraud cover has been discontinued
as part of the Sentinel® service.
Effective immediately, your Sentinel®
Card Protection Policy now no longer
offers cover against unauthorised and
fraudulent use of cards.
The existing terms and conditions will
be updated online from 2 October
to reflect these changes.
Your Bank of Scotland cards are still
covered should you ever be the victim
of card fraud through no fault of your
own. Cards from other providers may
be covered by the card issuer. The level
of fraud cover may differ between card
issuers so if you’re in doubt, please
contact your card issuer directly.
You’ll find a summary of the changes
to your terms and conditions at the back
of this booklet.
• We’re removing the excess for handbag,
purse, wallet and briefcase claims.
Your benefits summary – once the changes have taken place:
Key features
Things to be aware of
• With one call day or night, we can cancel all financial cards and request replacements.
Cover does not apply to:
• Access to Emergency Cash Advances in the event of lost or stolen cards (subject to status).
• Personal money claims not reported at the same time
as reporting the incident.
• Cover for up to £200 personal cash lost or stolen at the same time as your cards in the UK and overseas.
• Cover for up to £200 towards a handbag/wallet/purse/briefcase stolen at the same time as cards.
• No excess for handbag, purse, wallet and briefcase claims.
• Loss or theft of handbag, wallet, purse and/or briefcase
which has not been reported to the police at the same time
as reporting the incident.
Sentinel® Card Protection is administered by Affinion International Limited. The insured benefi ts of Sentinel® Card Protection are underwritten by Allianz Insurance plc
(CPL0171 05.12). Affinion International Limited and Allianz Insurance plc are authorised and regulated by the Financial Services Authority.
13 Sentinel® Card Protection
New to your account benefits –
Save What Matters.™
These days our phones are
about much more than just
our phone calls.
That means your photos and your videos
as well as your numbers. You will be able
to use the online data hub from Save
What Matters™ to send pictures to social
networking sites like Facebook.
This is the best way to make sure any
recently added contacts, photos and
more are backed up. Data saved on
Save My Numbers™ will not be available
once this is withdrawn on 2 October.
Save What Matters™ is a whole new
addition to your Account benefits.
From 2 October 2012, it will replace
the Save My Numbers™ service that
is currently part of your account. It lets
you remotely save and recover a lot
more of what’s on your phone should
it ever break down or go missing.
We won’t be transferring data from
the old service, so if you’ve previously
used Save My Numbers,™ remember
to download any data from Save
My Numbers™ that you don’t still have
on your phone before 2 October.
You’ll then need to register for Save
What Matters™ and re-save your data.
How to set up Save What Matters.™
Visit bankofscotland.co.uk/
savewhatmatters from 2 October to
find out more. As soon as you’re set
up, you’ll be able to log into Save What
Matters™ via Internet Banking.
You’ll find full terms and conditions
at the back of this booklet.
Your benefits summary – once the changes have taken place:
Key features
Things to be aware of
• Store phone numbers and contact details securely.
• Subject to handset compatibility.
• Quickly and easily re-load stored numbers.
• There is a 5Gb data limit.
• You can now also back-up and restore photos, music and videos too.
• Save What Matters™ cannot back up music or videos from an iPhone —
instead we recommend you sync your content with iTunes.
• Remotely lock your phone in the event of loss or theft (smartphones only).
• If your phone goes missing, Save What Matters™ can help you track your handset down.
• Data charges may apply — please check with your service provider on
data usage tariffs or connect to WiFi before syncing your phone.
Save What Matters™ is provided by Spare Backup Inc.
Save What Matters™ 14
Mobile Phone Insurance.
What’s changed?
From 2 October 2012
increased excess charges.
An iPhone, smartphone and many other
mobiles are now more sophisticated and
more expensive. In order to reflect this,
the excess for an iPhone claim will be
increasing to £100 — and £50 for all
other handset claims.
You’ll find the existing policy terms and
conditions in your welcome pack, or at
bankofscotland.co.uk. From 2 October
2012, these will be replaced by the
updated terms and conditions to reflect
this change.
Your Mobile Phone Insurance is administered by Lifestyle Services Group Limited and underwritten by London General Insurance Company Limited.
15 Mobile Phone Insurance
Other changes to your account.
Buying foreign currency.
Travel can be expensive, so here’s one
measure that should help lighten your
financial load. In the past, if you bought
foreign currency from another provider
in the UK, we would charge for making
the payment with one of our Visa debit
cards. But from 2 October 2012 we’re
removing this charge, which could save
you up to £4.50 on each transaction —
though you might still be charged
by the other provider. We will also
automatically waive any fees accrued
between 31 July and 1 October.
Changes to your Bank of Scotland
Bank Account Conditions.
A summary of changes to your
agreement with us.
We’d like to take this opportunity to let
you know about some other changes
to your agreement with us that will
take effect from 2 October 2012.
These include:
Weekend processing of card transactions.
We are updating our systems so that
transactions you make using your
debit card may now be processed on
non-working days following receipt
of confirmed details of the transaction
from the card association. You should
therefore make sure that you have
enough money in your account for
transactions made at the weekend.
Using Immediate Deposit Machines
in branch to deposit your cheque.
When we process cheques deposited
at the Immediate Deposit Machines in
branches the clearing cycle will follow
the timescales set out in condition 7.4(a)
whether it is a Bank of Scotland cheque
or a non-Bank of Scotland cheque.
This means that we pay interest from
the second working day after receipt,
you can use the funds from the fourth
working day after receipt and (unless
you have acted fraudulently) you can be
certain the cheque will not be returned
unpaid from the end of the sixth working
day after receipt.
Interest on credit balances.
We have amended our agreement with
you to reflect the fact that, where we pay
interest on an account, we will now pay
you interest on all credit balances in your
account and not just amounts above £1.
Other changes to your account 16
Tax reporting outside the UK for
customers subject to the tax regime
of certain other countries.
We may need to share information about
your relationship with us, including
information about your accounts,
with tax authorities in other countries
(for example, the United States).
We may share this information with
the relevant tax authorities directly,
or through tax authorities in the UK.
We may also require you to provide
us with more information about your
identity, tax residence, nationality
and status so that we can meet our
obligations to tax authorities. If you
do not provide us with information we
need, we may have to make deductions
from amounts we pay you, close your
account, or both.
17 Other changes to your account
Cancelling regular payments
on your debit card.
If you want to cancel a regular payment
you make using your debit card (like a
magazine subscription, for example),
you can tell us to stop the payment at
any time before the end of the working
day before the payment is due. We also
advise you to contact the person you
make the payment to so that they do not
keep trying to take the payment.
Using money between accounts (set-off).
We have made changes to the part of
the agreement that sets out the ways
we can use money in accounts you hold
with us to repay money that you owe
us. If we do this, we will always do it in
accordance with any Code of Practice
that applies to us, and in line with any
directions from our regulator. We will
only use money in your account to repay
money that you owe us if we think that
you will still have enough money to meet
essential living expenses. If we decide
to pay you money, for example, to settle
a complaint you make against us or pay
any compensation in relation to any of
the products you hold with us, we may
apply this money against any amount
you owe us in relation to your current or
savings accounts.
How we use your personal information.
We have updated when and where
we may obtain information about you.
We also tell you more about how we
and others may use your information,
including to work out which products,
services and offers from us and others
could interest you, and to produce and
share anonymised reports and data.
How and why we will make changes
to our agreement with you.
We have simplified the ‘Changes to
our interest rates, fees and conditions’
section in our agreement and explained
the reasons we may make changes
to your account. We’ve made it clear
that, as long as they are agreed with
the relevant product provider, we can
change the terms on which products
included in benefits packages are
provided to you. We have also made
some other changes to make the clause
easier to read.
Other changes.
We have also made changes to some
of our other terms to make them clearer
and easier to understand, without
changing the meaning.
We’re updating the ‘Bank of Scotland
Bank Account Conditions’ booklet
to reflect all of these changes.
You can download this now at
bankofscotland.co.uk/accountchanges
or ask us for a copy in branch.
The changes we are making will
only apply from 2 October 2012.
Unclaimed assets.
We have included more information
about the unclaimed assets scheme,
and what happens if dormant accounts
are transferred to a reclaim fund under
the scheme.
Other changes to your account 18
The important details.
These changes come into effect from 2 October 2012.
Demands and needs statement.
AA Home Emergency Cover.
AA Home Emergency Cover is provided to Bank
of Scotland Premier customers by The AA and is
underwritten by Acromas Insurance Company Limited,
57-63 Line Wall Road, Gibraltar. Registered Number
88716 (Gibraltar). UK branch address: Acromas
Insurance Company Limited, Enbrook Park, Sandgate,
Folkestone, Kent CT20 3SE. Acromas Insurance
Company Limited is authorised by the Financial
Services Commission, Gibraltar. Acromas Insurance
Company Limited is a member of the Association of
British Insurers.
Cover for the unexpected.
AA Home Emergency Cover protects you against the
costs and inconvenience of unexpected domestic
emergencies. This includes cover for emergencies
affecting your plumbing, drainage and primary heating
system, as well as cover for emergencies caused by
damage to your house roof, external locks, windows
and doors, lost keys, making trees on your property
safe and the removal of certain pest infestations. Plus
you’ll also enjoy access to the AA Home Emergency
Cover Helpline, available for emergency assistance,
day or night, 365 days a year. You’re covered up to
£1,000 per emergency for callout, labour and parts and
also up to £250 for alternative accommodation if your
house cannot be lived in following an emergency.
19 AA Home Emergency Cover
AA Home Emergency cover has been provided to meet
the demands and needs of account holders wishing
to protect against the cost of emergency repairs in the
home due to domestic emergencies.
Your policy summary.
AA Home Emergency Cover is underwritten by
Acromas Insurance Company Limited.
It is a benefi t attached to your Bank of Scotland Premier
Account that provides cover for emergency assistance
and temporary repairs to your home and continues
automatically as long as you remain an account holder.
This is only a summary of the main policy benefi ts and
terms and conditions. For full details of all the terms
and conditions that apply you should read the policy
document which follows.
AA Home Emergency Cover.
For full details of these and other exclusions and limits
please read the policy document.
What is covered by your Home Emergency policy:
Situations which fall into both of the following categories:
1. Emergency:
A sudden or unforeseen situation which, if not dealt
with immediately, would in our opinion cause one
of the following:
•
render the home uninhabitable, unsafe or
insecure; or
•
damage or cause further damage to the home
or its contents
2. Perils covered:
a) failure of, or damage to, plumbing and drainage
b) complete failure of electricity supply within
the home
c) failure of, or damage to, external locks, external
doors or external windows
d) primary heating system: complete or partial
breakdown of the heating system that results
in no hot water and/or no heating.
e) damage to the roof of the home by bad weather
conditions or by fallen trees and branches
f)
making trees safe
g) lost keys to external door locks
h) removal of mice, rats, wasps, hornets and
cockroaches, where evidence of infestation
in your home has been found.
Second homes in the UK are also covered if you or your
family are living in them when the emergency occurs.
We will pay up to £1,000 to cover the cost of call-out
charges, labour and parts and materials.
We will also pay up to £250 for overnight
accommodation including transport for you or
your family if you’re unable to stay in your home
due to a covered emergency.
What is not covered:
Complaints.
You will not be covered for any emergency:
We aim to give customers a high standard of service
at all times. But if something does go wrong, we would
like to know about it so we can do our best to put
things right and make sure it doesn’t happen again.
•
arising from domestic appliances
•
arising from failure or breakdown of a component
which affects only the efficiency of the primary
heating system
•
resulting from a lack of proper maintenance
including that caused by a heating system which
has not been properly maintained
a) If your complaint is about the service received
or a claim against your Home Emergency Policy,
you should contact the insurer.
Where possible you should provide details of your
account number and sort code to help with the speedy
handling of your enquiry.
We promise to:
•
Fully investigate your complaint
•
Keep you informed of progress
•
Do everything possible to resolve your complaint
•
Phone: 0844 209 0556
•
Learn from our mistakes
relating to flat roofs and gutters
•
Email: [email protected]
•
where your home is left unoccupied for more than
60 consecutive days
•
affecting a home in which you or your family are
not living at the time the emergency occurs
•
affecting a home which you or your family do not
own and occupy.
Post: Acromas Insurance Company Limited
c/o AA Member Relations
Lambert House
Stockport Road
Cheadle, Cheshire
SK8 2DY
Use the information from your complaint to
proactively improve our service in the future.
•
•
•
You will not be covered for repairs made by anyone
other than the tradesmen authorised by us or for costs
incurred without our agreement.
You and your family must take all reasonable steps
to prevent loss or damage to everything which is
covered by this insurance and to keep the home
and its contents insured in good condition and
in good repair.
No cover is provided for maintenance and servicing,
for example, for your boiler.
Important information about the policy.
Claims.
Should you wish to claim under your AA Home
Emergency Cover you should call the AA Home
Emergency Cover Helpline on 08456 72 28 06.
Please have your Bank of Scotland Premier Account
number and sort code to hand.
You must give us any information or help that we ask
for. You must not settle, reject, negotiate or agree
to pay any claim without our written permission.
Full details of how to claim are included in the
policy document.
•
Fax: 0161 488 7544
•
Text phone: 0845 850 1207
We will acknowledge your complaint within 5 working
days. If we can’t respond fully then, we will tell you who
is dealing with it and when you will hear from them.
We will do our best to respond fully within eight weeks.
If this isn’t possible, we will tell you why and when you
can expect a full response.
b) If your complaint is about the sale of your policy
or your Bank of Scotland Premier Account please
contact:
Customer Care
Bank of Scotland Insurance
Tredegar Park
Newport
South Wales
NP10 8SB
We aim to resolve your concerns within 24 hours.
Experience tells us that most difficulties can be sorted
within this time.
In the unlikely event that your concerns have not
been resolved within this time, we will issue a letter
acknowledging your complaint, letting you know the
reasons why and we will continue to keep you well
informed of the further actions we will be taking to
reach a suitable conclusion.
Financial Ombudsman Service.
If you are dissatisfied with the response to your
complaint you can also contact the Financial
Ombudsman Service for help and advice.
•
Phone: 0845 080 1800 or 0300 123 9 123
•
Website: www.financial-ombudsman.org.uk
•
Email: complaintinfo@financial-ombudsman.org.uk
•
Post: Insurance Division
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0845 604 6533
Email:
[email protected]
AA Home Emergency Cover 20
Financial Service Compensation Scheme.
Acromas Insurance Company Limited is covered
by the Financial Services Compensation Scheme
(FSCS). You may be entitled to compensation from the
scheme if your insurer cannot meet their obligations.
This depends on the type of business and the
circumstances of the claims. 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 at
www.fscs.org.uk or telephone 0800 678 1100 or
0207 741 4100.
Your right to cancel.
Once you have upgraded to or opened a Bank of
Scotland Premier Account you can cancel your account
at any time within 30 days and, providing you have not
used your benefi ts or made a claim, Bank of Scotland
will refund your monthly account fee. If you do not
cancel your account within the first 30 days, your policy
will remain in force but can be terminated by closing
your account.
General information.
Cover will be provided during the life of your Bank
of Scotland Premier Account according to the terms
set out in your policy.
Telephone call costs, call recording and
call monitoring.
Charges for calls to 0844 and 0845 numbers will vary
from UK landlines. Calls to 0800 numbers are free from
UK landlines. These charges may differ if calling from
a mobile. Please note that for your protection calls may
be recorded and may be monitored.
Home Emergency policy wording.
USEFUL TELEPHONE NUMBERS — 08456 72 28 06
to claim.
Please note that for your protection calls may be
recorded.
This insurance does not cover gas leaks. All gas escapes
are handled by the National Gas Emergency Service.
If you suspect a gas leak you should telephone the
National Gas Emergency Service on 0800 111 999.
Please note:
Your AA Home Emergency Cover insurance:
•
•
The law and language applicable to the policy.
Covers you against the costs of certain household
emergencies which you will find described in
this policy.
Does not cover every situation which you might
regard as an emergency and we will not be
able to provide the emergency service unless
the emergency has been caused by one of the
specified perils.
1. Telephone the AA Home Emergency Cover
Helpline on: 08456 72 28 06. Please note that for
your protection telephone calls may be recorded.
2. Tell us your full name and Bank of Scotland Premier
Account number and sort code.
3. Tell us what has happened giving as much
information as possible. Using this information,
we will then assess how to proceed and what form
of assistance would be appropriate to deal with
the emergency.
For you to claim successfully, your claim must fall into
both the following categories:
1. Emergency:
A sudden or unforeseen situation which, if not dealt
with immediately, would in our opinion cause one
of the following:
•
Render the home uninhabitable, unsafe or
insecure; or
•
Damage or cause further damage to the home
or its contents.
2. Perils covered:
a) Failure of, or damage to, plumbing and
drainage.
b) Complete failure of electricity supply within
the home.
Both you and us can choose the law that will apply
to this policy. The policy is governed by the law
which applies to the part of the United Kingdom,
Channel Islands or the Isle of Man in which you
normally live. The language used in this policy and
any communications relating to it will be English.
•
Acromas Insurance Company Limited.
•
AA Home Emergency Cover is underwritten by
Acromas insurance Company Limited who are
authorised by the Financial Services Commission,
Gibraltar.
How do I claim?
f)
Should you be unfortunate enough to suffer a domestic
emergency which endangers your home, please make
sure that you have read and understood our definition
of an emergency before following these simple steps:
g) Lost keys to external door locks.
The UK branch address of Acromas Insurance
Company Limited is Enbrook Park, Sandgate,
Folkestone, Kent CT20 3SE.
21 AA Home Emergency Cover
Does not cover normal day to day household
maintenance or repairs which need to be carried
out periodically, such as descaling water pipes or
curing leaking taps.
Is not the same as Household Buildings and
Contents insurance, nor is it a substitute for it.
c) Failure of, or damage to, external locks, external
doors or external windows.
d) Primary heating system: complete or partial
breakdown of the primary heating system that
results in no hot water and/or no heating.
e) Damage to the roof of the home by bad weather
conditions or by fallen trees and branches.
Making trees safe.
h) Removal of mice, rats, wasps, hornets and
cockroaches, where evidence of infestation
in your home has been found.
IMPORTANT.
Please remember to call the AA Home Emergency
Cover helpline first. Please do not go ahead and make
your own arrangements as we cannot reimburse costs
incurred without our prior agreement.
The insurance contract.
This policy is a legal contract between you and us.
Our part of the contract is that we will provide the
cover set out in this policy wording for the duration
of your Bank of Scotland Premier Account. Your part
of the contract is:
•
you must comply with all the conditions set out
in this policy.
If you do not meet your part of the contract, we may
turn down a claim or you may find that you do not have
any cover.
The law of the United Kingdom allows us both to choose
the law which will apply to this contract. However, unless
it says differently anywhere else in the contract, the law
which will be applied to this contract is the law which
applies to the part of the United Kingdom, Channel
Islands or the Isle of Man in which you normally live.
This policy has been issued by Acromas Insurance
Company Limited.
Words with special meanings.
This part of the policy sets out the words which
have a special meaning. Each word is listed with the
meaning explained below it and is printed in bold type
whenever it appears in the policy.
Beyond economic repair.
When we determine that the cost to repair the boiler
within the primary heating system in your home will
exceed its replacement value or where spare parts are
no longer readily available.
Emergency.
A sudden or unforeseen situation which, if not dealt
with immediately, would in our opinion cause one of
the following:
•
Render the home uninhabitable, unsafe or
insecure; or
•
Damage or cause further damage to the home
or its contents.
Home.
The house, bungalow, flat or maisonette shown as your
address on your Bank of Scotland Premier Account
which is your permanent home and is owned and
occupied by you or your family for private residential
purposes. The home when it is lived in solely by anyone
other than you or your family will not be covered.
Any weekend, holiday or second home must be in the
United Kingdom, and be owned and occupied by you
or your family at the time of an emergency for cover to
be operative. Garages (unless integral with the home),
sheds, greenhouses, outbuildings or land belonging
to your home are not included.
Insurance period.
The period to which the insurance applies. This is the
period commencing on the date you opened your
Bank of Scotland Premier Account and ending in the
date your Bank of Scotland Premier Account is closed.
Primary heating system.
The principal central heating and hot water systems of
the home, including a boiler designed for domestic use
(an output not exceeding 70KW).
The following are not included:
•
Solar heating systems
•
Non-domestic central heating boilers and their
associated pipe work and equipment
•
Central heating fuel tanks.
Tradesman.
A person approved and instructed by us who is
competent to provide domestic emergency repair
services appropriate to the emergency. This will be
based on the information you provide when you claim.
Unoccupied.
Not lived in by you or any member of your family.
We/us/our.
Acromas Insurance Company Limited, 57-63 Line Wall
Road, Gibraltar. Registered Number 88716 (Gibraltar).
UK branch address: Acromas Insurance Company
Limited, Enbrook Park, Sandgate, Folkestone, Kent
CT20 3SE. Acromas Insurance Company Limited is
authorised by the Financial Services Commission,
Gibraltar. Acromas Insurance Company Limited is a
member of the Association of British Insurers.
You/your.
The Bank of Scotland Premier Account holder.
Your family.
Any of the following people providing they normally
live with you:
•
your husband, wife, civil partner or partner;
•
your children (including foster children);
•
your relatives; and
•
your domestic employees.
Our emergency service.
In the event of an emergency occurring in the home
during the life of your Bank of Scotland Premier
Account due to any of the causes listed under
‘What is covered’ on page 19, but excluding situations
listed under ‘What is not covered’ on page 19 and
under ‘Exclusions relating to the whole policy’ on
page 20, we will arrange for a tradesman to attend
the home and carry out the work necessary to resolve
the emergency.
If, following an emergency, a permanent repair is
necessary, the tradesman will carry it out provided
it can be effected during the visit and the cost does
not exceed the policy limit. This insurance may not
cover the cost of full repair or replacement, even
when it is necessary following an emergency. You may
be able to claim all or some of the cost of the repair
or replacement under your Household Buildings or
Contents insurance and you should seek advice from
your insurance company or your insurance adviser as
soon as possible.
AA Home Emergency Cover 22
The full details of what the policy does and does not
cover are shown here:
Failure of, or damage to, the plumbing or drainage
system.
If the boiler in your primary heating system is, in our
opinion, beyond economic repair, cover under this
section will cease until your boiler is replaced. We will
contribute a maximum of £250 towards the cost of
you replacing it with a new boiler. This can be claimed
by providing us with a copy of the receipt for your
replacement boiler within 60 days of the call out.
What is covered.
What is not covered.
What is not covered.
For you to claim successfully, please first consider
whether your claim falls into both the following
categories:
Cesspits, septic tanks and associated fi ttings.
Failure or breakdown of a component which affects
only the efficiency of the primary heating system.
The most we will pay for any one emergency is:
•
£1,000 inclusive of parts, VAT and the tradesman’s
attendance and call-out charge.
•
£250 in respect of alternative accommodation
if your home cannot be lived in following
an emergency.
1. Emergency:
A sudden or unforeseen situation which, if not dealt
with immediately, would in our opinion cause one
of the following:
•
Render the home uninhabitable, unsafe or
insecure; or
•
Damage or cause further damage to the home
or its contents.
2. Perils covered:
a) Failure of, or damage to, plumbing and drainage.
b) Complete failure of electricity supply within
the home.
c) Failure of, or damage to, external locks, external
doors or external windows.
A) Plumbing or drainage.
What is covered.
Any mains service which is the responsibility of a
public service company.
Dripping taps or any other parts of the plumbing
or drainage system where water is safely escaping
down a drain.
Descaling and any work arising from hard water
scale deposits.
Descaling and any work arising from hard water
scale deposits.
The following are not included: solar heating systems;
non-domestic central heating boilers and their
associated pipe work and equipment; central heating
fuel tanks.
Escape of water outside the home which is not causing
damage to the interior of the home or its contents.
Any mains service which is the responsibility of a
public service company.
Unblocking a toilet if it is not the only toilet in the home.
E) Roof.
B) Electricity supply.
What is covered.
Complete failure of the electricity supply within
the home.
What is covered.
Damage to the roof of the home by bad weather
conditions or by fallen trees or branches.
What is not covered.
What is not covered.
Damage to flat roofs and gutters.
d) Primary heating system: complete or partial
breakdown of the primary heating system that
results in no hot water and/or no heating.
Any mains service which is the responsibility of a
public service company.
F) Making trees safe.
Any repair or replacement of domestic appliances.
e) Damage to the roof of the home by bad weather
conditions or by fallen trees and branches.
C) External locks, external doors or external windows.
The removal of damaged tree branches or the cost
of making a damaged tree safe, including removal of
damaged branches, lopping or removal in line with
guidance from an appropriate expert.
f)
Failure of, or damage to, external locks, external doors
or external windows.
Making trees safe.
g) Lost keys to external door locks.
h) Removal of mice, rats, wasps, hornets and
cockroaches, where evidence of infestation
in your home has been found.
This is a brief summary of what the policy does cover.
23 AA Home Emergency Cover
What is covered.
D) Primary heating system.
What is covered.
Complete or partial breakdown of the primary heating
system that results in no hot water and/or no heating
being provided to the home.
What is covered.
G) Lost keys.
What is covered.
Lost keys to the external door locks of your home.
H) Pest infestation.
What is covered.
Removal of mice, rats, wasps, hornets and
cockroaches, where evidence of infestation in your
home has been found.
What is not covered.
Costs incurred without our agreement.
Pest infestation outside of the home.
This insurance does not cover gas leaks. All gas
escapes are handled by the National Gas Emergency
Service.
Infestation known to exist prior to commencement
of policy or where the home has been unoccupied
for more than 60 days.
Any infestation where you have not taken appropriate
hygiene measures to prevent pest infestation.
Alternative accommodation.
Up to £250 per emergency for your family’s
overnight accommodation and/or transport to this
accommodation if we agree that after an emergency
your home cannot be lived in.
Exclusions applying to the whole policy.
You will not be covered for these exclusions,
which apply to the whole policy:
Any emergency arising from circumstances
known to you prior to the commencement of your
Bank of Scotland Premier Account.
If you suspect a gas leak you should telephone the
National Gas Emergency Service emergency number:
0800 111999.
Any consequence of the mains gas supply to the home
having to be turned off as a result of a gas leak either
within or outside the home.
Any wilful act or omission by you.
The home being left unoccupied for more than
60 consecutive days.
The home when it is lived in solely by anyone other
than you or your family.
Garages (unless integral with the home), sheds,
greenhouses, outbuildings or land belonging to
your home are not included.
Any sort of war, invasion or revolution.
Any damage to the fabric of your home and any
contents, fixtures, fi tting or other item of equipment,
not directly causing the breakdown or emergency.
Any loss, expenses or costs of any kind that are not
directly caused by the event that led to your claim.
Any system, equipment or facility having reached
the end of its expected working life.
•
The use or threat of force and/or violence; and/or
•
Loss, injury, harm or damage to life or to property
(or the threat of such loss, injury, harm or damage)
including, but not limited to, harm or damage by
nuclear and/or chemical and/or biological and/or
radiological means caused or occasioned by any
person(s), or group(s) of persons or so claimed, in
whole or in part, for political, religious, ideological
or similar purposes.
The normal day to day maintenance of any system(s)/
facility or equipment.
Any loss or damage resulting from any system(s)/
facility or equipment (including the primary heating
system) not installed, operated, maintained or
repaired in accordance with established practice,
manufacturer’s instructions, statutory regulations
or British standards.
Any system, equipment or facility which is inherently
faulty or inadequate due to poor design or
manufacture.
Any repair or replacement of domestic appliances.
Repairs which are made by anyone other than the
tradesman authorised by us.
Terrorism: any act or acts including, but not limited to:
Wear and tear: any loss, damage, liability, cost or
expense of any kind caused by or resulting from wear
and tear, depreciation, corrosion, rusting, damp,
insects, vermin, fungus, condensation, fading, frost
or anything which happens gradually, the process
of cleaning, dyeing, repair, alteration, renovation
or restoration.
A home or a weekend, holiday or second home which
is not occupied by you or your family at the time the
emergency occurs.
A home or a weekend, holiday or second home, which
is not owned by you or is not used solely for the private
and residential use of you or your family.
General conditions.
These are the conditions of the insurance you will need
to meet as your part of this policy. We will act in good
faith in all our dealings with you.
Taking care.
1. You and your family must take all reasonable steps
to prevent loss or damage to everything which is
covered by this insurance and to keep the home
and its contents insured in good condition and in
good repair.
Making a claim.
2. Before you can make use of any of the services
described in this booklet you must contact us and
obtain our agreement to deal with your claim as
described on page 6.
3. Cover under this policy is for emergencies only
and does not apply in respect of any claim that is
not an emergency.
4. We may not pay a claim if, in our opinion, the part
of the home or the system, equipment or facility
which has given rise to the emergency has not been
maintained in a safe or serviceable condition.
5. We will decide upon the best way of dealing with
your claim based on the information you provide
when you make a claim, taking into account your
wishes, where possible.
6. If dishonesty or exaggeration is used by you or your
family or anyone acting on behalf of you or your
family to obtain:
•
A claims payment under your policy;
•
Cover for which you do not qualify; or
•
Cover at a reduced premium.
AA Home Emergency Cover 24
Or;
we have reason to suspect any other fraudulent
behaviour relating to your policy; we may cancel
this policy by giving you seven days’ notice in
writing, all benefi ts under this policy will be lost, the
policy may be invalid, you may not be entitled to a
refund of your Bank of Scotland Premier Account
fee and legal action may be taken against you.
7. You must pay any call-out charge if having asked
for assistance you are not at home when the
tradesman arrives at the time agreed.
8. We will arrange to make the home safe or secure
or prevent damage or further damage to the home.
We are not responsible for any inconvenience,
loss or damage caused by delay in the provision
of spare parts or components by manufacturers
or suppliers.
9. We will try to obtain a suitable tradesman based
on the information you provide when you make a
claim; provided we are not prevented from doing
so by weather conditions, industrial disputes
(official or not), failure of the public transport
system including the road or rail network, repairs
to the road or rail network or other circumstances
preventing access to the home or making the
provision of the service impractical.
10. If your needs exceed the cover provided by this
policy we will still offer you assistance but you
must pay any excess costs at the time the service
is provided.
11. The AA reserves the right to refuse to provide or
arrange home emergency assistance where the
AA considers that you or anyone accompanying
you, is behaving or has behaved in a threatening
or abusive manner to AA employees, engineers
or agents, or to any third party contractor.
25 AA Home Emergency Cover
Changes or cancellation.
Your home, our promise.
12. We and/or Bank of Scotland reserve the right
to make changes to the terms and conditions of
cover by giving you at least 60 days’ written notice
in advance to your last known address. We may
make a reasonable and proportionate change
to the terms and conditions of your insurance
policy for one or more of the following reasons. The change will take effect at the end of the
60 day notice period:
We will:
•
to make them easier to understand or fairer
to you; or
•
to allow us to introduce new or improved
systems for looking after your policy; or
•
to correct mistakes; or
•
to reflect changes in the law, codes of practice
or the way we are regulated or in taxation that
affects us or your policy; or
•
to reflect a decision or recommendation made
by, or a requirement of, a court, ombudsman,
regulator or similar body or any undertaking
given to any such body that affects us or your
policy; or
•
to reflect changes to standards published by
other bodies (for example, the Association of
British Insurers) which we agree will apply to
your policy;
•
to reflect new information arising from industry
analysis of claims on this type of cover
which indicates that the cost associated with
providing your policy has increased; or
•
to reflect new information arising from claims
already paid on this type of cover which
indicates that the cost associated with providing
your policy has increased; or
•
to reflect any event outside our control that
we expect to impact on future claims and
that we could not have foreseen previously.
•
provide the 24 hour emergency line —
08456 72 28 06*
•
provide a telephone helpline to answer any
questions you may have — 08456 72 28 06*
•
respond to any letters you send us by return where
possible, but always within five working days.
If you need to claim, we will:
•
take down all the details you give us, tell you
what the next steps are and if you need to do
anything further
•
explain to you how your claim will be handled,
and deal with it in the shortest possible time
•
let you know quickly if anything is not covered
and why.
*For your protection your calls may be recorded
and may be monitored.
Complaints procedure.
Our commitment to customer service.
We aim to give customers a high standard of service
at all times. But if something does go wrong, we would
like to know about it so we can do our best to put
things right and make sure it doesn’t happen again.
a) If your complaint is about the service received or a
claim against your AA Home Emergency Policy, you
should contact the insurer.
•
Phone: 0844 209 0556
•
Email: [email protected]
•
Post: Acromas Insurance Company Limited
c/o AA Member Relations
Lambert House
Stockport Road
Cheadle, Cheshire
SK8 2DY
•
Fax: 0161 488 7544
•
Text phone: 0845 850 1207
We will acknowledge your complaint within five
working days. If we can’t respond fully then, we will
tell you who is dealing with it and when you will
hear from them. We will do our best to respond
fully within eight weeks.
If this isn’t possible, we will tell you why and when
you can expect a full response.
b) If your complaint is about the sale of your policy
or your Bank of Scotland Premier Account please
contact:
Customer Care
Bank of Scotland Insurance
Tredegar Park
Newport
South Wales NP10 8SB
Phone: 0845 604 6533
Email:
[email protected]
Where possible you should provide details of
your account to help with the speedy handling
of your enquiry.
We promise to:
If you are not happy:
Section E – Baggage and baggage delay.
If you are dissatisfied with the response to your
complaint you can also contact the Financial
Ombudsman Service for help and advice.
The first bullet point now reads:
•
Phone: 0845 080 1800 or 0300 123 9 123
•
Website: www.financial-ombudsman.org.uk
•
Email: complaintinfo@financial-ombudsman.org.uk
•
Post: Insurance Division
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
You must approach the Financial Ombudsman
Service within six months of our final response to
your complaint. We will remind you of the time limits
in our final response.
Worldwide Travel Insurance Terms
and Conditions changes.
•
Fully investigate your complaint
•
Keep you informed of progress
Changes to the Policy summary.
•
Do everything possible to resolve your complaint
Significant features and benefi ts.
•
Learn from our mistakes
•
Use the information from your complaint to
proactively improve our service in the future.
Section B – Emergency medical, additional
accommodation and travelling costs.
We aim to resolve your concerns within 24 hours.
Experience tells us that most difficulties can be
sorted within this time.
In the unlikely event that your concerns have not
been resolved within this time, we will issue a letter
acknowledging your complaint, letting you know
the reasons why and we will continue to keep you
well informed of the further actions we will be
taking to reach a suitable conclusion.
The first bullet point now reads:
•
Medical, surgical, hospital, ambulance and nursing
fees and charges up to £10,000,000 incurred
outside of your home area.
Section C – Hospital benefit.
The first bullet point now reads:
•
•
£50 for every completed 24 hours in-patient
hospital stay up to a maximum of £1,000.
Accidental loss, theft or damage to baggage
(excluding golf equipment) up to £2,500. Up to
£500 for any one article, pair or set of articles
and up to £500 for all valuables — please refer
to ‘Definitions’ in the policy wording.
Section F – Personal money and travel documents.
In the first bullet point the words ‘(including currency
up to £250)’ now read ‘(including currency up to £300)’.
Section H – Delayed departure.
The first bullet point now reads:
•
Delayed departure for at least 12 hours from the
scheduled departure time (reduced to 6 hours
for trips of three nights or less). £30 for the first
complete 12 or 6 hours delay and £20 for each
completed 12 hours following, up to a maximum
of £250.
Section I – Missed departure.
The first bullet point now reads:
•
Up to £1,000 for additional room only
accommodation and travel expense to reach
your destination if you miss your departure due
to the failure of public transport or an accident
or breakdown of the vehicle you are travelling
in or strike.
Section Q – Travel disruption cover.
This is now included as standard and replaces
the optional upgrade of Independently booked
accommodation protection. It now reads as follows:
•
Before you reach your destination:
— Up to £5,000 (including excursions up to £250)
for cancellation or abandonment of your trip after
12 hours delay or additional expenses to reach
your destination.
— Delayed departure compensation up to £250
(£30 after 12 hours reduced to 6 hours for trips
of three nights or less and £20 per 12 hours
delay thereafter).
Worldwide travel insurance 26
•
•
— Missed departure expenses up to £1,000.
Exclusions under Section H – Delayed departure.
In addition a new paragraph is added as follows:
While you are at your destination:
The following bullet point is added:
— Alternative accommodation or abandonment of
trip up to £5,000 (including up to £200 for taxis
and hire cars).
•
8. The cost of Your unused original tickets where
AXA Assistance or We have arranged and paid for
You to come Home following Curtailment of the
Trip. If however You have not purchased a return
ticket, We reserve the right to deduct the cost of
an economy flight from any additional costs We
have incurred which are medically necessary to
repatriate You to Your Home.
On the way home:
— Additional expenses to return home or if you have
to stay longer abroad up to £5,000 (including up
to £200 for taxis and hire cars).
— Delayed departure compensation up to £250
(£30 after 12 hours reduced to 6 hours for trips
of three nights or less and £20 per 12 hours
delay thereafter).
— Missed departure expenses up to £1,000.
Significant or unusual exclusions or limitations.
The third bullet point now reads as follows:
•
You are only covered for travel within your
home area if you have pre-booked at least two
consecutive nights’ paid accommodation (at least
five nights in the case of business travel).
General exclusions.
The fourth bullet point is replaced by the following
three bullet points:
•
Climbing on or jumping from vehicles, buildings
or balconies regardless of the height.
•
Wilful, self inflicted injury, suicide, drug use,
alcohol or solvent abuse.
•
You drinking too much alcohol resulting in a claim.
In addition the sixth bullet point now reads as follows:
•
Travel to a country, specific area or event which the
Foreign and Commonwealth Office has advised
against all travel or all but essential travel (except
where cover is provided under subsections 1 and
5 of What is covered under Section Q — Travel
disruption cover).
27 Worldwide travel insurance
Volcanic eruptions and/or volcanic ash clouds.
Exclusions under Section I – Missed departure.
The following bullet point is added:
•
Volcanic eruptions and/or volcanic ash clouds (except
claims under subsection 1 of What is covered).
Travel insurance policy.
Upgrades.
The Increased Baggage Limits Upgrade has been
removed following an increase to the standard limits.
Section B – Emergency medical, additional
accommodation and travelling costs.
The first sentence of What is covered now reads
as follows:
In addition the Independently booked accommodation
protection Upgrade has been removed as this is
replaced by Section Q — Travel disruption cover which
is now included as standard.
We will pay You up to £10,000,000 for the following
expenses which are necessarily incurred during a Trip
as a result of You suffering unforeseen Bodily Injury,
illness, disease and/or compulsory quarantine:
Section A – Cancellation or curtailment charges
and early return.
Paragraph 3 of Special conditions relating to claims
now reads as follows and a new paragraph is added:
In What is covered the wording below paragraph 7
shall now read:
3. If You suffer Bodily Injury, illness or disease We
reserve the right to move You from one hospital to
another and/or arrange for Your repatriation to the
United Kingdom at any time during the Trip. We
will do this, if in the opinion of AXA Assistance or
Us (based on information provided by the Medical
Practitioner in attendance), You can be moved
safely and/or travel safely to Your Home Area or a
suitable hospital nearby to continue treatment.
If the same expenses are also covered under Section Q
— Travel disruption cover You can only claim for these
under one section for the same event.
Paragraphs 1, 2 and 5 of What is not covered now
reads as follows:
1. The first £40 of each and every claim per
incident claimed for under each section by each
Insured Person.
2. The cost of Air Passenger Duty (APD) whether
irrecoverable or not.
5. Stress, anxiety, depression or any other mental or
nervous disorder that You are suffering from unless
it has been investigated and diagnosed as such
by either a registered mental health professional
if You are under the care of a Community Mental
Health Team or if not, a consultant specialising in
the relevant field.
4. The intention of this section is to pay for emergency
medical/surgical/dental treatment only and not
for treatment or surgery that can be reasonably
delayed until Your return to Your Home Area.
Our decisions regarding the treatment or surgery
that We will pay for (including repatriation to
Your Home Area) will be based on this. If You do
not accept our decisions and wish to continue to
receive treatment or surgery outside Your Home
Area and/or to continue Your Trip, We may cancel
the policy or refuse to deal with Your claim or
reduce the amount of any claim payment.
Paragraph 1 of What is not covered now reads
as follows:
Section E – Baggage and baggage delay.
Section F – Personal money and travel documents.
Paragraph 1 of What is covered now reads as follows:
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person.
1. We will pay You up to the amounts shown below
for the accidental loss of, theft of or damage to:
In the second sentence of What is covered paragraph
a) now reads as follows:
In addition paragraph 2 g) is amended to read:
g) Any form of treatment or surgery which in the
opinion of AXA Assistance or Us (based on
information provided by the Medical Practitioner
in attendance), can be delayed reasonably until
Your return to Your Home Area.
In addition a new paragraph is added as follows:
8. The cost of Your unused original tickets where
AXA Assistance or We have arranged and paid for
You to return to Your Home, if You cannot use the
return ticket.
If however You have not purchased a return ticket,
We reserve the right to deduct the cost of an economy
flight from any additional costs We have incurred
which are medically necessary to repatriate You to
Your Home.
Section C – Hospital benefit.
The first paragraph of What is covered now reads
as follows:
We will pay You £50 for every complete 24 hours You
have to stay in hospital as an in-patient or are confined
to Your accommodation due to Your compulsory
quarantine or on the orders of a Medical Practitioner
outside Your Home Area, up to a maximum of £1,000 as
a result of Bodily Injury, illness or disease You sustain.
Paragraph 1 b) of What is not covered is amended
to read:
b) Hospitalisation relating to any form of treatment or
surgery which in the opinion of AXA Assistance or
Us (based on information provided by the Medical
Practitioner in attendance), can be delayed
reasonably until Your return to Your Home Area.
The maximum We will pay for the following items is:
a) Baggage (excluding Golf Equipment) £2,500.
a) for bank notes, currency notes and coins £300.
b) Golf Equipment (Your Upgrade schedule will
show if You have purchased this option) £1,500.
In addition paragraph 1 of What is not covered now
reads as follows:
The amount payable will be:
a) for articles less than two years old at the time of loss
or theft, We will pay the replacement cost when
evidence of the original purchase is provided.
1. The first £40 of each and every claim per
incident claimed for under each section by each
Insured Person.
Section G – Personal liability.
b) for articles two years old or more, or if evidence
cannot be produced as to its age, We will pay the
value at today’s prices less a deduction for wear,
tear and depreciation, (or We may at Our option
replace, reinstate or repair the lost or damaged
Baggage/Golf Equipment).
Paragraph 1 e) of What is not covered now reads
as follows:
The maximum We will pay for the following items is:
Section H – Delayed departure.
a) for any one article, pair or set of articles £500 (not
applicable to Golf Equipment if the appropriate
Upgrade has been purchased).
Paragraph 1 of What is covered now reads as follows:
b) the total for all Valuables £500.
In addition the following wording is added after
paragraph 2 b):
If items of Baggage are also covered under Section O —
Wedding/Civil partnership cover You can only claim for
these under one section for the same event.
Also paragraph 1 of What is not covered now reads
as follows:
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person (except claims under subsections 2 a)
and 2 b)).
Ownership or occupation of land or buildings other
than occupation only of any temporary holiday
accommodation where We will not pay for the first £40
of each and every claim arising from the same incident.
1. £30 for the first completed 12 hours delay (unless
Your Trip is three nights or less when the number
of hours delay is reduced to six hours) and £20 for
each full 12 hours delay after that, up to a maximum
of £250 (which is meant to help You pay for
telephone calls made and meals and refreshments
purchased during the delay) provided You
eventually travel, or
Also in What is covered the words below paragraph 2
of We will pay You now read as follows:
You can only claim under subsection 1 or 2 above for
the same event, not both.
You can only claim under one of either Section H —
Delayed departure, Section I — Missed departure or
Section Q — Travel disruption cover for the same event.
In addition paragraph 1 of What is not covered now
reads as follows:
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person under subsection 2 of What is covered.
Worldwide travel insurance 28
Also paragraph 2 d) is added to What is not covered
as follows:
d) Volcanic eruptions and/or volcanic ash clouds.
Section I – Missed departure.
The first sentence of What is covered now reads
as follows:
We will pay You up to £1,000 for reasonable additional
accommodation (room only) and travel expenses
necessarily incurred in reaching Your overseas
destination or returning to the United Kingdom or
Your Home Area if You fail to arrive at the international
departure point in time to board the Public Transport
on which You are booked to travel on the initial
international journey of the Trip as a result of:
The wording at the foot of What is covered now reads
as follows:
If the same expenses are also covered under Section H
— Delayed departure or Section Q — Travel disruption
cover you can only claim under one section for the
same event.
In addition paragraph 1 of What is not covered now
reads as follows:
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person.
Age of Ski Equipment
Less than 1 year old
Over 1 year old
Over 2 years old
Over 3 years old
Over 4 years old
Over 5 years old
The maximum We will pay for any one article, pair or
set of articles is the amount payable calculated from
the table above or £300 whichever is the less.
We will pay You up to £300 for the accidental loss of, theft
of or damage to Your own Ski Equipment, or up to £200
for hired Ski Equipment. The amount payable in the event
of a total loss, will be the value at today’s prices less a
deduction for wear, tear and depreciation (loss of value
— calculated from the table below), or We may replace,
reinstate or repair the lost or damaged Ski Equipment.
29 Worldwide travel insurance
means dress, suits, shoes and other accessories
bought specially for the Wedding and make-up,
hair styling and flowers paid for or purchased for
the Wedding, forming part of Your Baggage.
In addition What is covered now reads as follows:
1. We will pay up to the amounts shown for the
accidental loss of, theft of or damage to the items
shown below forming part of Your Baggage:
a) £250 for each Wedding ring taken or purchased
on the Trip for each Insured Person.
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person.
b) £1,000 for Wedding gifts (including up to £150
for bank notes and currency notes) taken or
purchased on the Trip for the Insured Couple.
In Section K — Ski pack the following wording is added
after What is covered paragraph b):
c) £1,500 for Your Wedding Attire which is
specifically to be worn by the Insured Couple
on their Wedding day.
If the same costs or charges are also covered under
Section Q — Travel disruption cover You can only claim
for these under one section for the same event.
Section O – Wedding/Civil partnership cover.
The special definitions which apply to this section are
replaced by the following:
You/Your/Insured Person.
•
means each person travelling to be married or to
enter into a civil partnership whose names appear
in the policy schedule.
Insured Couple.
•
Sections J, K, L & M – Winter sports.
In Section J — Ski Equipment the wording under What
is covered now reads as follows:
Wedding Attire.
•
In addition paragraph 1 of What is not covered now
reads as follows:
Also paragraph 2 d) is added to What is not covered
as follows:
d) Volcanic eruptions and/or volcanic ash clouds (except
claims under subsection 1 of What is covered).
Amount payable
90% of value
70% of value
50% of value
30% of value
20% of value
No payment
means the couple travelling to be married or to
enter into a civil partnership whose names appear
in the policy schedule.
Wedding.
•
means the religious or civil ceremony at which the
couple become married or register as civil partners
of each other.
The amount payable will be the value at today’s prices
less a deduction for wear, tear and depreciation (loss of
value), or We may replace, reinstate or repair the lost or
damaged Baggage.
2. We will pay the Insured Couple up to £750 for the
reasonable additional costs incurred to reprint/
make a copy of or retake the photographs/video
recordings either at a later date during the Trip or
at a venue in the United Kingdom if:
a) the professional photographer who was
booked to take the photographs/video
recordings on Your Wedding day is unable
to fulfil their obligations due to Bodily Injury,
illness or unavoidable and unforeseen transport
problems, or
b) the photographs/video recordings of
the Wedding day taken by a professional
photographer are lost, stolen or damaged
within 14 days after the Wedding day and whilst
You are still at the holiday/honeymoon location.
Paragraph 1 of What is not covered now reads
as follows:
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person.
Also paragraph 2 of What is not covered now reads
as follows:
2. Loss, theft of or damage to Valuables, bank notes
and currency notes left Unattended at any time
(including in a vehicle, in checked in luggage or
while in the custody of a carrier, tour operator or
Public Transport operator) unless deposited in a
hotel safe, safety deposit box or left in Your locked
accommodation.
Section P – Business travel.
Paragraph 1 a) of What is not covered now reads
as follows:
a) The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person.
Section Q – Independently booked
accommodation protection.
This optional upgrade is now deleted and replaced
with the following new section which is now included
as standard:
Section Q – Travel disruption cover.
Special definitions relating to this section.
Pre-paid Charges.
•
means charges You have paid before You travel,
or are contracted to pay, for car hire, car parking,
airport accommodation, airport lounge access,
kennel and cattery fees, excursions, (where You
have purchased the Golf Equipment Upgrade)
green fees and (where You have purchased the
Winter Sports Upgrade) ski passes and/or lessons.
Package.
•
means the pre-arranged combination of at least
two of the following components when sold or
offered for sale at an inclusive price and when the
service covers a period of more than 24 hours or
includes overnight accommodation:
a) transport
b) accommodation
c) other tourist services not ancillary to transport
or accommodation (such as car hire or airport
parking) and accounting for a significant
proportion of the package.
As more fully described under The Package Travel,
Package Holidays and Package Tour Regulations 1992.
What is covered.
Before You reach Your destination.
1. We will pay You up to £5,000 for Your unused
travel, accommodation (including excursions up to
£250) and other Pre-paid Charges that You cannot
claim back from any other source if You cannot
travel and have to cancel Your Trip as a result of:
a) The Public Transport on which You were
booked to travel from Your Home Area being
cancelled or delayed for at least 12 hours from
the scheduled time of departure; or
b) You being involuntarily denied boarding
(because there are too many passengers for the
seats available) and no suitable alternative flight
could be provided within 12 hours; or
c) The Travel Advice Unit of the Foreign &
Commonwealth Office (FCO) or other regulatory
authority in a country to/from which You are
travelling advising against all travel or all but
essential travel to the country or specific area
You are travelling to providing the advice came
into force after You opened Your account or
made Your travel arrangements for this Trip
(whichever is the later) and was within 28 days
of Your departure date; or
d) The insolvency of the accommodation
providers or their booking agents, fire, flood,
earthquake, explosion, volcanic eruption and/
or volcanic ash clouds, tsunami, landslide,
avalanche, hurricane, storm or an outbreak
of food poisoning or an infectious disease
meaning You cannot use Your booked
accommodation.
2. We will pay You up to £5,000 for Your reasonable
additional travel (including up to £200 for taxis and
hire cars) and accommodation costs (room only)
which are of a similar standard to that of Your
pre-booked travel and accommodation that You
cannot claim back from any other source if You
have to make alternative arrangements to reach
Your destination as a result of:
a) The Public Transport on which You were
booked to travel from Your Home Area being
cancelled or delayed for at least 12 hours,
diverted or re-directed after take-off; or
b) You being involuntarily denied boarding
(because there are too many passengers for the
seats available) and no suitable alternative flight
could be provided within 12 hours.
3. If the Public Transport on which You were booked
to travel from Your Home Area including any
onward connecting flights is cancelled or delayed
for at least 12 hours We will pay You £30 for the first
12 hours delay (unless Your Trip is three nights or
less when the number of hours delay is reduced
to six hours) and £20 for each full 12 hours delay
after that up to a maximum of £250 providing
You eventually continue the Trip (this will help
You pay for telephone calls made and meals and
refreshments purchased during the delay).
4. We will pay You up to £1,000 for Your reasonable
additional travel (including up to £200 for taxis
and hire cars) and accommodation costs (room
only) which are of a similar standard to that of Your
pre-booked travel and accommodation You have
to pay to reach Your overseas destination that You
cannot claim back from any other source if You fail
to arrive at the departure point in time to board any
onward connecting Public Transport on which You
are booked to travel as a result of:
a) The failure of other Public Transport; or
b) Strike, industrial action or adverse weather
conditions; or
Worldwide travel insurance 30
c) You being involuntarily denied boarding
(because there are too many passengers for the
seats available) and no other suitable alternative
flight could be provided within 12 hours.
While you are at your destination.
5. We will pay You up to £5,000 for Your unused
travel, accommodation (including excursions up to
£250) and other Pre-paid Charges that You cannot
claim back from any other source together with any
reasonable additional travel (including up to £200
for taxis and hire cars) and accommodation costs
which are of a similar standard to that of Your
pre-booked travel and accommodation (for
example, full or half board, all inclusive, bed and
breakfast, self catering or room only) if You have to:
a) Move to other accommodation at any point
during Your Trip as a result of the insolvency of
the accommodation providers or their booking
agents, fire, flood, earthquake, explosion,
volcanic eruption and/or volcanic ash clouds,
tsunami, landslide, avalanche, hurricane,
storm or an outbreak of food poisoning or an
infectious disease meaning You cannot use
Your booked accommodation; or
b) Curtail Your Trip with prior authorisation of
AXA Assistance as a result of the insolvency
of the accommodation providers or their
booking agents, fire, flood, earthquake,
explosion, volcanic eruption and/or volcanic ash
clouds, tsunami, landslide, avalanche, hurricane,
storm or an outbreak of food poisoning or an
infectious disease meaning You cannot use Your
booked accommodation and You need to be
repatriated to Your Home; or
c) Curtail Your Trip with prior authorisation of AXA
Assistance as a result of the Travel Advice Unit
of the Foreign & Commonwealth Office (FCO)
or other regulatory authority in the country
You are in recommending evacuation from the
country or specific area You have travelled to
providing the advice came into force after You
left Your Home Area to commence the Trip.
31 Worldwide travel insurance
On the way home.
a) The failure of other Public Transport; or
6. We will pay You up to £5,000 for Your reasonable
additional travel (including up to £200 for taxis and
hire cars) and accommodation costs (room only)
which are of a similar standard to that of Your
pre-booked travel and accommodation that You
cannot claim back from any other source if You
have to make alternative arrangements to return
to Your Home or stay longer outside of Your Home
Area as a result of:
b) Strike, industrial action or adverse weather
conditions; or
a) The Public Transport on which You were
booked to travel to Your Home Area including
connections being cancelled or delayed for
at least 12 hours, diverted or re-directed after
take-off; or
b) You being involuntarily denied boarding
(because there are too many passengers for the
seats available) and no suitable alternative flight
could be provided within 12 hours.
7. If the Public Transport on which You were booked
to travel to Your Home Area including any onward
connecting flights is cancelled or delayed for at
least 12 hours We will pay You £30 for the first
12 hours delay (unless Your Trip is three nights or
less when the number of hours delay is reduced
to six hours) and £20 for each full 12 hours delay
after that up to a maximum of £250 providing You
return to Your Home Area on the next available
suitable Public Transport (this will help You pay for
telephone calls made and meals and refreshments
purchased during the delay).
8. We will pay You up to £1,000 for Your reasonable
additional travel (including up to £200 for taxis
and hire cars) and accommodation costs (room
only) which are of a similar standard to that of Your
pre-booked travel and accommodation You have to
pay to return to Your Home that You cannot claim
back from any other source if You fail to arrive at
the departure point in time to board any onward
connecting Public Transport on which You are
booked to travel including those within the United
Kingdom as a result of:
c) You being involuntarily denied boarding
(because there are too many passengers for
the seats available) and no other suitable
alternative flight could be provided within
12 hours.
You can only claim under one of either Section Q —
Travel disruption cover, Section H — Delayed departure,
Section I — Missed departure or Section K — Ski pack for
the same event.
Special conditions relating to claims (applicable to
all sections of cover).
1. If You fail to notify the travel agent, tour operator
or provider of transport or accommodation
as soon as You find out it is necessary to cancel
the Trip the amount We will pay will be limited
to the cancellation charges that would have applied
otherwise.
2. You must get (at Your own expense) written
confirmation from the provider of the
accommodation (or their administrators),
the local Police or relevant authority that You
could not use Your accommodation and the
reason for this.
3. You must give notice as soon as possible to
AXA Assistance of any circumstances making it
necessary for You to return Home and before any
arrangements are made for Your repatriation.
4. You must check in according to the itinerary
supplied to You unless Your tour operator, the
Public Transport operator (or their handling
agents) have requested You not to travel to the
departure point.
5. You must get (at Your own expense) written
confirmation from the Public Transport operator
(or their handling agents) of the cancellation,
number of hours of delay or being denied boarding
and the reason for these together with details of
any alternative transport offered.
6. You must comply with the terms of contract of
the Public Transport operator and seek financial
compensation, assistance or a refund of Your ticket
from them in accordance with such terms and/or
(where applicable) Your rights under EU Air
Passenger Rights legislation in the event of denied
boarding, cancellation or long delay of flights.
7. You must get written confirmation from the Public
Transport operator (or their handling agents) and/
or provider of accommodation that compensation,
assistance or reimbursement of any costs, charges
and expenses incurred by You will not be provided
and the reason for this.
8. If the same costs and charges are also covered
under any other section of this policy, You can
only claim for these under one section for the
same event.
What is not covered (applicable to all sections
of cover).
1. The first £40 of each and every claim per incident
claimed for under each section by each Insured
Person (except claims under subsections 3 and 7
of What is covered).
2. Claims arising within the first seven days after You
opened Your account or the date You booked any
Trip (whichever is the later) which relate to an event
which was occurring or You were aware could occur
at the time You opened Your account or at the time
You made Your travel arrangements for this Trip
(whichever is the later).
3. Claims arising directly or indirectly from:
Port Authority or any similar body in any
country.
c) Denied boarding due to Your drug use, alcohol
or solvent abuse or Your inability to provide
a valid passport, visa or other documentation
required by the Public Transport operator or
their handling agents.
4. Any claims arising whilst You are on a day-trip.
13. Any unused travel costs arising from the insolvency
of Your transport provider.
14. Any costs if Your Trip was booked as part of a
Package holiday except under:
a) Subsections 3 and 7 or;
b) Subsection 1 for any costs relating to
Pre-paid Charges which do not form part
of Your Package holiday.
5. The cost of Air Passenger Duty (APD) whether
irrecoverable or not.
15. Anything mentioned in the general exclusions
on page 12.
6. Travel tickets paid for using any airline mileage
reward scheme (except for Avios where We
will arrange for Your Avios to be replaced if the
circumstances of the claim are covered).
General exclusions relating to all sections of the policy.
7. Accommodation costs paid for using any
Timeshare, Holiday Property Bond or other
holiday points scheme (except for Avios where
We will arrange for Your Avios to be replaced if
the circumstances of the claim are covered).
8. Any costs incurred by You which are recoverable
from the providers of the accommodation
(or their administrators) or for which You receive
or are expected to receive compensation
or reimbursement.
9. Any costs incurred by You which are recoverable
from the Public Transport operator or for which You
receive or are expected to receive compensation,
damages, refund of tickets, meals, refreshments,
accommodation, transfers, communication
facilities or other assistance.
10. Any costs incurred by You which are recoverable
from Your credit/debit card provider or for
which You receive or are expected to receive
compensation or re-imbursement.
a) Strike, industrial action or a directive
prohibiting all travel or all but essential travel
to the country or specific area or event to which
You were travelling, existing or being publicly
announced by the date You opened Your
account or at the time You made Your travel
arrangements for this Trip.
11. Any travel and accommodation costs, charges and
expenses where the Public Transport operator has
offered reasonable alternative travel arrangements.
b) An aircraft or sea vessel being withdrawn
from service (temporary or otherwise) on the
recommendation or the Civil Aviation Authority,
12. Any costs for normal day to day living such as food
and drink which You would have expected to pay
during Your Trip.
Paragraph 8 is amended to become paragraphs 8,
9 and 10 as below, with paragraphs 9 to 12 being
renumbered 11 to 14:
8. Your wilfully, self-inflicted injury or illness, suicide
or attempted suicide, sexually transmitted
diseases, solvent abuse, alcohol abuse, drug
use (other than drugs taken in accordance with
treatment prescribed and directed by a Medical
Practitioner, but not for the treatment of drug
addiction), and putting Yourself at needless risk
(except in an attempt to save human life).
9. You drinking too much alcohol or alcohol abuse
where it is reasonably foreseeable that such
consumption could result in an impairment of Your
faculties and/or judgement resulting in a claim.
We do not expect You to avoid alcohol on Your
trips or holidays, but We will not cover any claims
arising because You have drunk so much alcohol
that Your judgement is seriously affected and
You need to make a claim as a result.
10. You climbing on top of, or jumping from a vehicle
or jumping from a building or balcony, or climbing
or moving from any external part of any building to
another (apart from stairs, ramps or walkways) and
falling regardless of the height, unless Your life is in
danger or You are attempting to save human life.
Worldwide travel insurance 32
Sentinel® Card Protection Terms and Conditions changes.
Changes to the Summary of Cover.
What are the benefi ts provided by and significant exclusions and limitations of Sentinel® Card Protection?
Features and benefi ts
Significant exclusions or limitations
Personal Money lost or stolen at
the same time as the Cards.
The most we will pay is up to £200 per incident.
See ‘The Insurance Cover provided by Allianz Insurance plc — The Limits’ section c).
Cover does not apply to:
• Personal Money claims not reported at the same time as reporting the incident.
See ‘The Insurance Cover provided by Allianz Insurance plc — What is not covered’ section c).
Cost for replacing the handbag,
wallet, purse or briefcase
containing the Cards lost in
an incident.
The most we will pay is up to £200 per policy during any 12 month period.
See ‘The Insurance Cover provided by Allianz Insurance plc — The Limits’ section d).
Cover does not apply to:
• Claims which do not include the necessary documentation.
• Loss or theft of the handbag, wallet, purse and/or briefcase which has not been reported to the Police at the same time
as reporting the incident.
See ‘The Insurance Cover provided by Allianz Insurance plc — What is not covered’ section d).
33 Sentinel® Card Protection
Changes to terms and conditions.
Definitions.
EEA — European Economic Area which currently includes all the countries in the European Union, together with Iceland, Norway and Liechtenstein.
The Insurance Cover provided by Allianz Insurance plc.
Section
Old Wording
New Wording
a) Unauthorised and fraudulent use of Cards for which the Cardholder is legally responsible.
The Limits.
Up to a total of:
i) £1,500 per incident for losses which occur before a Cardholder reports
the incident to SCP.
ii) £75,000 per incident for losses that occur after a Cardholder has told
SCP that an incident has happened.
iii) £1,000,000 per policy in total for all incidents during any 12 month period.
Cover is no longer provided.
What is not
covered.
• Losses incurred if the incident is not reported to the Police and SCP
within 24 hours of its discovery.
• A Cardholder using a card in a way which is not authorised by the
card issuer.
• More than £75,000 for any one incident.
• Loss due to fraudulent use by you or a Cardholder, including disclosing
the Personal Identification Number (PIN) to anyone, or keeping it,
even in a coded format, with the card.
Cover is no longer provided.
c) Personal money lost or stolen in an incident.
What is
covered.
Personal money lost or stolen in an incident whilst travelling outside the UK.
Personal money lost or stolen in an incident.
d) Costs for replacing a cardholder’s handbag, wallet, purse and/or briefcase containing the cards lost in an incident.
The Limits.
Up to £100 per policy during any 12 month period.
A £15 excess per incident applies.
Up to £200 per policy during any 12 month period.
What is not
covered.
• Claims which do not include the necessary documentation.
• Loss or theft of the handbag, wallet, purse and/or briefcase which has not
been reported to the Police at the same time as reporting the incident.
• Claims which do not include the necessary documentation.
• Loss or theft of the handbag, wallet, purse and/or briefcase which has not
been reported to the Police at the same time as reporting the incident.
Sentinel® Card Protection 34
What you need to do.
Compatibility requirements.
Save What Matters™
Terms and Conditions.
To take advantage of the Save What Matters™ service
you are obliged to perform the following:
To use Save What Matters™ fully, you will require a
smartphone running on one of these platforms:
•
Check your phone is compatible by going to
bankofscotland.co.uk/savewhatmatters.
Android — v1.5 or above.
Defined terms.
•
If not already registered, register for Internet
Banking at bankofscotland.co.uk.
iPhone v3.0 or above — (cannot back up music or
video files).
•
Register for the Save What Matters™ service
(see above).
•
“Conditions” means these terms and conditions.
“Services” means services displayed for sale and/or
use on the Website.
“Users” means the users of the Website collectively.
“You”/“Your” means a user of the Website.
•
We will send you a text message within 24-48 hours
with the link to download the Save What Matters™
application; you will also be sent an email with details
of how to download and install this application.
•
Download, install and activate the application
on your phone.
•
•
Initiate your first back up by going to “back up”
and initiating manually or via automated back up.
•
Go to the Save What Matters™ website, accessed via
Internet Banking, and log on to the service to check
your data and try out the security features.
•
Login to your account; your username is the email
address you specified during registration.
•
Ensure the data held is kept up to date by
synchronising the data regularly and checking
the results online.
“Spare Backup” means Spare Backup, Inc. (“SPBU”).
SPBU is the owner/operator of online personal
computer (“PC”) and mobile phone/computing device
(“Mobile Client”) backup software. Spare Backup is
a United States corporation, incorporated in the State
of Delaware. Spare Backup main office is located at
72-757 Fred Waring Drive, Palm Desert, CA 92260.
Registration.
You can register for this service by visiting the Save
What Matters™ website which can be accessed via
Bank of Scotland Internet Banking. This service uses
your network’s data services and this must be enabled
on the phone. Please speak to your airtime-provider if
you need to set this up. More details can be found in
these terms including details of where to find further
assistance. Registration may be made by the account
holder only and using the mobile number registered
for the Mobile Phone Insurance element of this benefi ts
package. The level of service is dependent upon the
compatibility of the phone.
35 Save What Matters™
An up-to-date web browser.
For your security, we recommend that you always use
a modern and updated web browser, when accessing
your Save What Matters™ account online. The browser
should support XHTML, CSS, and JavaScript, and
needs to have Cookies and JavaScript enabled to work.
“Us”/“Our/“We” means Spare Backup.
“Website” means the Save What Matters™ website
provided by Spare Backup or any subsequent URL
which may replace it. To access the website go to
bankofscotland.co.uk, log in to Internet Banking and
go to the Account benefi ts tab in your Added Value
Account statement page.
RIM Blackberry — v4.0 or above.
Getting your data back.
In the event of you losing your phone or data, data
that has been backed up can be recovered from
your Save What Matters™ account to another chosen
compatible handset.
To do this you will need to:
•
Download, install and activate Save What Matters™
onto your new phone.
•
Restore your backed up data with Save What Matters.™
•
You can back up/restore data to/from your
phone either through the phone, or by choosing
the appropriate action after logging in to your
account online.
Mobile phone Internet connectivity.
To back up and restore data; your phone must be able
to connect to the Internet. To access your Save What
Matters™ account from a PC, you also need Internet
connectivity and if you have a firewall it should permit
HTTP and HTTPS traffic.
If your phone’s Internet settings are not present, please
contact your airtime provider. You are responsible
for ensuring that your computer, software and other
equipment meet the above requirements.
Price.
Save What Matters™ is provided as part of your Monthly
Subscription Fee. To use the service you will incur your
standard network data charges.
This Save What Matters™ licence is granted to you
for the Software provided by Spare Backup and is
limited to a non-exclusive, non-transferable licence
to use the Software on a total of no more than three
(3) devices for Bank of Scotland Premier Accounts,
two (2) devices for Bank of Scotland Platinum and
Bank of Scotland Gold Accounts.
Limitation of liability.
We will have no liability for the following:
•
Incompatibility of the services with any of your
equipment, software and telecommunications
links.
•
Technical problems including errors or
interruptions of the services.
•
Unsuitability or unreliability of the services.
•
Any loss of profi ts, loss of business, loss of
anticipated savings, wasted expenditure, loss of
privacy and loss of data, pure economic loss or
any consequential losses, indirect, incidental
damages, special or punitive damages whatsoever
that arise out of or are related to the services.
•
Viruses or other computer bugs or malfunctions
acquired by you from the use of the services.
Your data.
We will treat all your personal information:
•
As confidential and will only disclose the same in
the circumstances set out below.
•
In accordance with Data Protection legislation from
time to time in force in England and Wales.
When you use the services, we will ask you to input
personal details in order for us to identify you, such
as your mobile phone number. We confirm that
this information will be held by us in accordance
with the registration we have with the Information
Commissioner’s Office, and collected lawfully in
accordance to the Data Protection Act 1998 and
all applicable data protection laws. We will use
your personal information to administer the Save
What Matters™ service and for statistical purposes
to improve the service to you.
If we transfer your information to a person, office,
branch, organisation, service provider or agent in
another country, we will make sure that they agree
to apply the same levels of protection as we are
required to apply to information held in the UK and
to use your information only for the purposes that
we have permitted.
If you have any specific concerns or requests in respect
of your data, you may raise a support request with
us once you have accessed the Save What Matters™
portal. You are liable for all your actions on the website
and the actions that occur through the use of your
log in details.
You should be aware that if the Police or any other
regulatory authority investigating suspected illegal
activities request us to provide your personal
information, we are entitled to do so.
You will not be eligible for any compensation because
you cannot use any part of the Website or because
of a failure, suspension or withdrawal of all or part of
the Website.
You confirm that we shall not be liable to you or any
third party for any modification to or withdrawal of
the Website.
We reserve the right to withdraw any advertisement,
reference or link to any third party product or website
contained on this Website at any time.
Monitoring.
Intellectual property rights.
We have the right, but not the obligation, to monitor
any activity and content associated with the Website.
We are the owner or the licensee of all intellectual
property rights in the Website, and in the material
published on it. Those works are protected by
copyright laws and treaties around the world.
All such rights are reserved.
We may investigate any reported violation of these
Conditions or complaints and take any action that
We deem appropriate (which may include, but is not
limited to, issuing warnings, suspending or terminating
service, denying access and/or removing any materials
from the Website).
Our rights.
Variation of the site.
We will use our reasonable endeavors to maintain
the Website. The Website is subject to change from
time to time.
We reserve the right without notice to modify,
maintain, update or temporarily withdraw the
Website or any part thereof (for example for the
purposes of fi xing bugs) and undertake other
maintenance or changes which do not materially
alter the Terms and Conditions of the Website.
Modification of terms.
We reserve the right to change the terms and
conditions of the service, provided you are given not
less than 30 days’ notice.
Withdrawal of service.
We reserve the right to withdraw this service
permanently, but will not do so without you being
given 30 days’ notice.
You are permitted to use this material only as expressly
authorised by us or our licensors.
You acknowledge and agree that the material and
content contained within the Website is made available
for your personal non-commercial use only.
Any other use of the material and content of the
Website is strictly prohibited. You agree not to
(and agree not to assist or facilitate any third party
to) copy, reproduce, transmit, publish, display,
distribute, commercially exploit or create derivative
works of such material and content.
Software Licence.
The Software and Services are licensed, not sold,
to you. Your licence of the Software and Services
that you obtain from Spare Backup is subject to the
Scope of Licence set forth below, and you agree
that those terms will apply to each Software and
Service that you license. You acknowledge that the
licence(s) you purchase are subject to the Agreement.
Save What Matters™ 36
Scope of Licence.
This licence granted to you for the Software by Spare
Backup is limited to a non-exclusive, non-transferable
licence to use the Software on a total of no more than
three (3) devices for Bank of Scotland Premier Accounts,
two (2) devices for Bank of Scotland Gold and Bank of
Scotland Platinum Accounts, that you own or control
and as permitted by the Usage Rules set forth below
(the ‘Usage Rules’) and to use the Services for your own,
non-commercial purposes in accordance with these
Terms and Conditions. This licence does not allow you
to use the Software on any Device that you do not own
or control, and you may not distribute or make the
Software available over a network where it could be
used by more than one Device at the same time.
In order to use the Services, you will be required
to download certain enabling Software, which may
include certain third party software. Spare Backup
grants to you a non-exclusive, non-transferable licence
to install and use the Software solely for your use of
the Services. In addition, you agree to comply with any
applicable third party’s licence terms with respect to
any required third party software. Except as expressly
permitted by applicable law, the Software may only
be reproduced, installed and used on the number of
computers and clients for which you are licensed and
for which you have paid, as set forth in these Terms
and Conditions.
You may make one (1) copy of the Software for backup
purposes; otherwise, you may not reproduce any
part of the Software. Except as expressly permitted
by applicable law, you shall not:
1) cause or permit any reverse engineering,
decompilation, modification, adaptation,
translation, attempt to derive source code or
disassembly of the Software, or create any
derivative works based on the Software or Services;
2) sell, rent, lease, timeshare, lend, sublicense,
distribute, assign or otherwise transfer any rights
in the Software or under the Agreement; or
37 Save What Matters™
3) disclose results of any benchmark tests of any
Software to any third party.
The terms of the licence will govern any upgrades
provided by Spare Backup that replace and/or
supplement the original Software, unless such upgrade
is accompanied by a separate licence in which case
the terms of that licence will govern.
Server Space and Personal Media.
Upon registering for the Services, your account will
be provisioned with dedicated space on a server
where you may store your media and/or information
regarding your rights to media (“Personal Server
Space”). The CM Tools will catalogue unidentified
media as your personal media (“Personal Media”).
You acknowledge that by using the Services you are
directing Spare Backup to upload and store your
Personal Media stored in your Personal Server Space.
Spare Backup does not represent or guarantee the
Services will successfully upload or support your
Personal Media. You will be able to store up to 5Gb
of data on your Personal Server Space.
In using the Services and your Personal Server Space,
you agree not to engage in any of the following
prohibited activities:
i)
copying, distributing, or disclosing any part
of the Software or Services in any medium,
including without limitation by any automated
or non-automated “scraping”;
ii) using any automated system, including without
limitation “robots,” “spiders,” “offline readers,” etc.,
to access the Services in a manner that sends more
request messages to the servers than a human can
reasonably produce in the same period of time
by using a conventional online web browser;
iii) transmitting spam, chain letters, or other
unsolicited email;
iv) attempting to interfere with, compromise the
system integrity or security or decipher any
transmissions to or from the servers running
the Services;
v) taking any action that imposes, or may impose
at our sole discretion an unreasonable or
disproportionately large load on Spare Backup’s
infrastructure;
vi) uploading invalid data, viruses, worms, or other
software agents through the Services;
vii) collecting or harvesting any personally identifiable
information, including account names, from the
Services;
viii) using the Services for any commercial solicitation
purposes;
ix) impersonating another person or otherwise
misrepresenting your affiliation with a person or
entity, conducting fraud, hiding or attempting
to hide your identity;
x) interfering with the proper working of the Services;
xi) accessing any content on the Services through any
technology or means other than those provided or
authorised by the Service; or
xii) bypassing the measures Spare Backup may use to
prevent or restrict access to the Services, including
without limitation features that prevent or restrict
use or copying of any content or enforce limitations
on use of the Services or the content therein.
You may not store Personal Media on your Personal
Server Space that:
i)
may create a risk of harm, loss, physical or
mental injury, emotional distress, death,
disability, disfigurement, or physical or
mental illness to you, to any other person,
or to any animal;
ii) may create a risk of any other loss or damage
to any person or property;
iii) seeks to harm or exploit children by exposing
them to inappropriate content, asking for
personally identifiable details or otherwise;
iv) may constitute or contribute to a crime or tort;
v) contains any information or content that Spare
Backup deems to be unlawful, harmful, abusive,
racially or ethnically offensive, defamatory,
infringing, invasive of personal privacy
or publicity rights, harassing, humiliating
to other people (publicly or otherwise),
libellous, threatening, profane, or otherwise
objectionable;
vi) contains any information or content that
is illegal (including, without limitation, the
disclosure of insider information under
securities law or of another party’s trade
secrets);
vii) contains any information or content that you
do not have a right to make available under
any law or under contractual or fiduciary
relationships; or
viii) contains any information or content that you
know is not correct and current. Any Personal
Media on your Personal Server Space shall not
violate third-party rights of any kind, including
without limitation any intellectual property
rights or rights of publicity and privacy. Spare
Backup reserves the right, but is not obligated,
to reject and/or remove any Personal Media that
Spare Backup believes, in its sole discretion,
violates these provisions.
You are liable for all your actions and actions that
occur through the use of your card details either
online or via any other medium. We may access your
data, upon your request, to administer your account.
You are responsible for ensuring that the computer
accessing any websites has the appropriate security
software installed.
By using this service you accept the terms of the Privacy
Policy and Terms of Business. Further details can be
found by visiting the Save What Matters™ website,
accessed via Internet Banking. If you encounter any
difficulties please visit the Save What Matters™ website,
accessed via Internet Banking for full details of how
to use Save What Matters.™
A list of currently compatible handsets is also available
at bankofscotland.co.uk/savewhatmatters. Lifestyle
Services Group Limited has made every effort to
ensure the system is accessible and secure at all
times, Lifestyle Services Group Limited accepts no
liability for the loss of data or any subsequent failure to
restore that data where the failure is through no fault
of Lifestyle Services Group Limited. We will however
make all reasonable efforts as required by law and this
service offer to assist you in the back-up, protection
and restoration of your valuable data.
Important information.
Charges may be made to you by your airtime provider
for the data costs involved in backing up your data.
The data provided by you at the time of registration
will be used to administer these services. It is your
responsibility to provide up-to-date details where we
can contact you and that you keep these current during
the duration of the service.
Save What Matters™ 38
Useful numbers.
By phone
To access all your account benefits, call
Premier Account Services on: 08456 03 33 99.
Or if you’re calling us from abroad or prefer not
to use our 0845 number call +44 1313 35 00 02.
Lines are open 24 hours a day, seven days a week.
Your Premier Membership Number is your
sort code and account number. You’ll find these
on your Bank of Scotland Premier Visa debit card
and on all your statements.
1/4520673-10 (06/12)
If you’d like this in another format such as large
print or Braille please ask in branch.
If you have a hearing or speech impairment you can contact
us using Text Relay (previously Typetalk) or Textphone on
0845 600 9644 (lines are open 9am to 5.30pm, seven days
a week).
We may monitor or record calls to make sure we have carried out your instructions
correctly and to help improve the quality of our service.
Not all Telephone Banking Services are available 24 hours a day, 7 days a week.
Please speak to an advisor for more information.
For more information visit us at: bankofscotland.co.uk
Save My Numbers™ and Save What Matters™ are trademarks of Lloyds TSB Bank plc
and are used under licence by Bank of Scotland plc.
Sentinel® is a registered trademark of Affinion International Limited.
You must be 18 or over to have a Planned Overdraft. How much we lend depends
upon our assessment of your personal circumstances. All overdrafts are repayable
on demand. Current Accounts available subject to status to UK Personal Banking
customers aged 18 and over.
Bank of Scotland plc. Registered in Scotland No. SC327000. Registered office:
The Mound, Edinburgh EH1 1YZ. Authorised and regulated by the Financial Services
Authority except for lending for which we are licensed by the Office of Fair Trading.
We subscribe to the Lending Code; details can be obtained from
www.lendingstandardsboard.org.uk
We are covered by The Financial Services Compensation Scheme and the
Financial Ombudsman Service.
All information correct as at June 2012.