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					Ultimate Reward
Current Account.
A guide to your benefits.
Inside this guide.
                 Contents.
                 Getting started                       2
                 Banking with us                       4
                 Important things to know              9
                 Great benefits and rewards for you   12
                 Worldwide Multi-Trip Travel Insurance 13
                 AA Breakdown Cover                   16
                 Mobile Phone Insurance               19
                 Home Emergency Cover                 23
                 Card Protection                      26
                 Identity Theft Assistance            28
                 Our contact details                  29
                 Ultimate Reward Current Account
                 benefits terms and conditions        30




1
Getting started.
                                             Follow the steps below to get the most
                                             out of your account.
Now you have an Ultimate Reward
Current Account, there are a few
things you have to do.
  1. Register your details.

  Call us on 08451 24 14 01.           Mobile Phone Insurance
  During the call we’ll register       Please have these details to
  your debit cards, credit cards       hand when you call:
  and mobile phone and check           • The make and model of
  the exclusions on worldwide             your phone.
  multi-trip family travel insurance
  with you.                            • Your mobile phone number.
                                       • Your phone’s IMEI number
  Things to bear in mind:                 (you can find this by dialling
  Worldwide Multi-Trip                    *#06# on your mobile).
  Travel Insurance
                                       • Your account number and
  If you have pre-existing medical        sort code.
  conditions, our travel insurance
  may not automatically cover          You can also register online
  you, so please call us on            by logging onto
  08451 24 14 01 or log onto           bankofscotland.co.uk/
  bankofscotland.co.uk/                ultimate-benefits
  ultimate-benefits if you need
  your cover extended. Please          Please see page 19 for
  see page 13 for more details.        more information.
                                       Card Protection
                                       When you call to register your
                                       card details, please have all your
                                       debit, credit and store cards to
                                       hand. Please see page 26 for
                                       more details.




                                                                            Getting started   2
2. Switch your regular payments.            3. Register for Internet banking.

Next, switch your direct debits, standing   It’s easy, convenient and secure to bank
orders and other regular payments from      online with Bank of Scotland. Register at
your existing bank account if you haven’t   bankofscotland.co.uk/register
already. We have a free service that        When you’re registering, please make
can help make this all happen — just call   sure you have your sort code and account
our dedicated Switching Team on 08456       number handy.
02 52 93. Lines are open Monday to Friday
8am to 8pm and Saturday 8am to 4pm.




  3   Getting started
Banking with us.
                                                             Your account comes with a whole host
                                                             of regular banking services that really
With your Ultimate Reward                                    help you make the most of your finances,
Current Account, you get the best                            such as:
of all worlds: benefits designed                             • A Bank of Scotland Visa debit card.
to make life run more smoothly,                                 2
                                                             •	 	 4-hour telephone and internet
a fee-free overdraft of up to £300                              banking.
and reliable day-to-day banking                                 A
                                                             •	 	 fee-free planned overdraft
                                                                of up to £300 — subject to status.
that makes it easy to manage
                                                             The first £300 of any planned overdraft is
your money.                                                  fee free. For overdrafts over £300 we will
                                                             simply charge a daily fee for every day
                                                             that you use your overdraft. This should
                                                             help make keeping track of your finances
                                                             even easier.
                                                             If you don’t already have a planned
                                                             overdraft or would like to increase your
                                                             existing planned overdraft limit please
                                                             call us on 08457 21 31 41. Getting an
                                                             appropriate planned overdraft limit can
                                                             help you avoid unplanned overdraft fees.


 Overdraft facility                                                                 Daily fee

 Planned overdraft up to and including £300                                         £0

 Planned overdraft of over £300 and up to and including £2,500                      £1 a day

 A planned overdraft of over £2,500                                                 £2 a day

 An unplanned overdraft                                                             £5 a day



 Representative example

 If you use a planned overdraft limit of £1,200 then we will charge you £1 a day.


Whether you can have an overdraft and the amount available will depend upon your personal circumstances
at the time you apply. Any overdraft we agree is subject to status and repayable on demand.

                                                                                                Banking with us   4
Your visa debit card.                        Things to bear in mind:
Today, more places than ever accept          Using your card abroad If you use your
payment by Visa debit card. And it’s         debit card to withdraw cash or pay for
certainly lighter, safer and more            goods and services in a currency other
convenient than carrying cash. So your       than sterling, we will charge a foreign
Ultimate Reward Current Account              exchange fee of 2.75% of the amount of
automatically comes with a Bank of           the transaction and a £1.50 fee for each
Scotland Visa debit card.                    payment or withdrawal.

• Pay for everything from a night out        Using cash machines.
  to designer fashions. Use the card         Your Bank of Scotland Visa debit card
  wherever you see the Visa sign,            enables you to make free withdrawals
  at home and abroad.                        from most cash machines showing the
                                             LINK Visa logo. You can also use Bank of
• Withdraw up to £300 (or the local          Scotland and Halifax cash machines to:
  equivalent) daily from cash machines
  displaying the Visa logo around the        • Pay in cash and cheques.
  world, subject to account conditions.
                                             • Print a mini statement showing your
• Book and pay for things over                 most recent transactions.
  the phone.
                                             • Top-up your pay-as-you-go
• Save time and get cashback from              mobile phone.
  some shops while you pay.
                                             • Change your PIN.
• Shop securely online. For even greater
  security, you can use Bank of Scotland
  Secure, which is part of the Verified by
  Visa scheme.

For further information please visit:
bankofscotland.co.uk/secure-shopping

Your card is protected by its own unique
personal identification number (PIN)
which only you will know. Please keep
it safe.




5   Banking with us
Making payments.                                       Faster payments.
You can pay in cash or cheques at any of               Faster payments enable you to make
our branches using our counter service.                electronic payments in Sterling in a
If you need to pay foreign currency or                 matter of hours. For more information,
cheques into your account, that’s easy                 please call us or go online.
too. Just bring them into a branch and
we’ll explain everything you need
to know.

When you can withdraw funds paid in to your account:

 Type of   Where paid in                                                  When you can withdraw funds
 payment

 Cash      In branch before 5pm, or using Depositpoint before 4pm         Same day

           In branch after 5pm, or using Depositpoint after 4pm           Next working day

           In branch or using Depositpoint on a non-working day           Same day

           Via a Cashpoint®                                               Next working day

 Cheques   In branch before 5pm, or using Depositpoint before 4pm         Four working days after the day
                                                                          of deposit

           In branch after 5pm, ur using Depositpoint after 4pm or on a   Five working days after the day
           non-working day                                                of deposit

           Via a Cashpoint®                                               Five working days after the day
                                                                          of deposit


If a cheque is returned to us without being paid we may take the amount of the
cheque out of your account unless more than six working days have passed since
the day you paid the cheque in. After six working days have passed we cannot take
the amount of the cheque out of your account unless you have been a knowing party
to fraud.

For more information, please see Condition 5.2 on page 11 of the Terms and Conditions.




                                                                                      Banking with us       6
International payments.                       Telephone banking.
We can help you send money almost             For real convenience at your fingertips,
anywhere in the world for a small fee         no matter what your question or
— quickly, securely and efficiently. Simply   instruction about your account, you can
provide the payment details and we’ll put     call our telephone banking service
the money where it’s meant to be and          24 hours a day, every day of the week.
save the details for next time. To find out
more, just call us or go online.              Sometimes our automated system is the
                                              simplest option. Our voice recognition
Internet Banking.                             technology makes it all so easy. You can
Our secure online banking service is here     still use the keypad to enter sensitive
for you wherever and whenever you need        information — and you can even make
it. You’re always covered by our online       more than one transaction in a phone
fraud guarantee, so if your account gets      call. Of course, if you’d rather talk to a
hit by fraudsters, we’ll reimburse you        real person, our advisers are always on
in full.                                      hand to help.  *

With Internet Banking you can:                With telephone banking you can:
• Get round-the-clock access to your          • Check your balance.
  account.
                                              • Listen to details of recent transactions.
• Get a single view of all your Bank of
  Scotland accounts so you know               • Pay bills and transfer money.
  exactly where your money is.
                                              • Set up or change standing orders.
• Move money between your accounts.
                                              • Cancel direct debits.
• Pay bills.
                                              • Request a new PIN.
• Set up, change and cancel direct
                                              • Get information about Bank of
  debits and standing orders.
                                                Scotland products and services.
• Send international payments. To set
                                              To use telephone banking, you’ll first
  yourself up online, simply visit
                                              need to set up your security details by
  bankofscotland.co.uk/aboutonline
                                              calling 08457 21 31 41.
                                              *UK based.




7   Banking with us
Travel money.                                 Things to bear in mind:
It’s always nice to have a little more cash   If you order your travel money by phone,
to spend when you go away. So we don’t        we’re open between 8am and 10pm
charge commission on foreign currency         Monday to Friday, and between 10am
or foreign-currency American Express          and 8pm on Saturdays and Sundays. Your
Travellers Cheques — and we’ll offer          order must be at least £50 and you can
you a preferential exchange rate, too.        only pay by debit card or credit card.
You won’t even have to travel to pick up
your money, because we offer a home
delivery service free of charge. And, if
you’ve got any cash left when you return,
we’ll change it back to Sterling for free.

To order your commission-free travel
money, simply call 08453 01 04 25.




                                                                        Banking with us   8
Important things to know.
                                                                you’ll continue to enjoy the benefits that
                                                                come with your account. If you close or
Your Ultimate Reward Current                                    change your account, the benefits and
Account comes with a whole                                      your cover will end. You can cancel your
                                                                cover at any time. To do this, please ask
world of different benefits,                                    at any branch, or call 08457 21 31 41.
so it’s important to understand
                                                                Your fee-free overdraft.
what they are and how you can                                   Sometimes, we all need a bit of flexibility
use them.                                                       to help us manage our money. That’s
                                                                why with our Ultimate Reward Current
In the following pages, we tell you all                         Account the first £300 of any planned
about your account and its benefits.                            overdraft is completely fee-free.
Please take time to read them. But before                       That means you pay no fees.
we get started, we’ve summarised some
of the key information here.                                    For amounts over £300, we then charge a
                                                                fixed daily fee for each day you use your
About your account.                                             overdraft. If you pay in enough money to
The Ultimate Reward Current Account will                        bring your account back into credit by
cost you £10 a month if you pay in £1,000                       the end of the day you won’t be charged
or more in the previous calendar month. If                      for that day. All our overdrafts are subject
you pay in less than £1,000 in the previous                     to status and repayable on demand.
calendar month, the monthly fee will be                         You need to be aware that you may not
£15. As long as you pay your monthly fee,                       get a £300 fee-free overdraft.


    Overdraft facility                                                                 Daily fee

    Planned overdraft up to and including £300                                         £0

    Planned overdraft of over £300 and up to and including £2,500                      £1 a day

    A planned overdraft of over £2,500                                                 £2 a day

    An unplanned overdraft                                                             £5 a day



    Representative example

    If you use a planned overdraft limit of £1,200 then we will charge you £1 a day.

Whether you can have an overdraft and the amount available will depend upon your personal circumstances at the
time you apply. Any overdraft we agree is subject to status and repayable on demand.




9      Important things to know
What happens if things change in your life.   Important information about
At Bank of Scotland, we’re with you all       compensation arrangements.
the way. We know that your personal           We are covered by the Financial Services
circumstances can change throughout           Compensation Scheme (FSCS). The FSCS
your life, so we’re here with lots of         can pay compensation to depositors if a
different bank accounts to suit all kinds     bank is unable to meet its financial
of needs. If you’d like to review what you    obligations. Most depositors — including
need at any time, just let us know.           most individuals and small businesses —
                                              are covered by the scheme.
Things you should know about your
insurance benefits.                           In respect of deposits, an eligible
We are regulated by the Financial             depositor is entitled to claim up to
Services Authority for insurance              £85,000. For joint accounts each account
products. Your bank account and all           holder is treated as having a claim in
its insurance related benefits (except        respect of their share so, for a joint
breakdown cover) are covered by the           account held by two eligible depositors,
Financial Services Compensation               the maximum amount that could be
Scheme. We are listed in the FSA register     claimed would be £85,000 each (making
as register number 169628. We are not         a total of £170,000). The £85,000 limit
providing advice or recommending that         relates to the combined amount in all
these insurance policies are suitable for     the eligible depositor’s accounts with
you. Please compare your current cover        the bank including their share of any
against these policies to make sure you       joint account, and not to each
have the cover you need.                      separate account.

There is no fee for this service.             For further information about the scheme
                                              (including the amounts covered and
The insurance policies we describe
                                              eligibility to claim) please ask at your
in this brochure are underwritten by
                                              local branch, refer to the FSCS website
Acromas Insurance Company Limited
                                              www.fscs.org.uk or call 0800 678 1100
(AA Accident Management), Inter Partner
                                              or 020 7741 4100.
Assistance (Home Emergency Cover),
Great Lakes Reinsurance (UK) PLC              Deposits with us are held with Bank of
(Worldwide Travel Insurance), London          Scotland plc. Accounts with Bank of
General Insurance Company Limited             Scotland plc include accounts with its
(Mobile Phone Insurance) and Allianz          divisions and trading names: Halifax,
Insurance plc (Card Protection).              Intelligent Finance (IF), Birmingham
                                              Midshires (BM Savings), Bank of Scotland,
                                              Bank of Scotland Private Banking, Bank of



                                                                Important things to know 10
Scotland Germany, Bank of Scotland          Your right to cancel.
The Netherlands, Bank of Scotland           To give us notice that you want to cancel,
Treasury, Lloyds Bank Corporate Markets,    you have 14 days starting from the day
Lloyds TSB Corporate Markets, St James’s    after your agreement is concluded.
Place Bank and St James’s Place Private     Please send your cancellation notice
Bank. Some savings accounts under the       to us in writing to: Bank of Scotland,
AA Savings, Saga and Charities Aid          The Mound, Edinburgh EH1 1YZ.
Foundation brand names are also
deposits with Bank of Scotland plc.         Resolving your problems.
An eligible depositor’s £85,000 limit       We hope that your account and its
relates to the combined amount in           benefits provide many years of
accounts under all of these names.          trouble-free service, but sometimes
                                            things can go wrong. When they do,
If you are unsure whether your account is
                                            we’re here to help.
held with Bank of Scotland plc please
check your account literature.              • If you have a problem with your
Things you should know about your             bank account, please let us know
bank account.                                 by talking to us in branch or calling
If you open a joint account with another      us on 08457 21 31 41.
person, either of you can withdraw all or
                                            • If you have a problem with your
part of the balance, write cheques, apply
                                              insurance benefits, please call us on
for an overdraft or close the account
                                              08451 24 14 01 or write to the Data
without the other person’s permission.
                                              Processing Manager, PO Box 98,
Both people are responsible for any
                                              Blyth NE24 9DL.
debts — such as the overdraft — and fees
and charges on the account. This means      If you feel that we haven’t done enough
we can choose to claim the money from       to resolve your problem, please call
either person. If you decide that you       our Customer Complaints Helpline on
no longer want the joint account or want    08457 25 35 19. If that still doesn’t resolve
to take one person off the account,         things to your satisfaction, you may wish
please ask in branch.                       to contact the Financial Ombudsman at:
Making a claim.                             South Quay Plaza, Marsh Wall, London
Your account benefits are here to help      E14 9SR. You can call the Ombudsman
and protect you whether you’re at home      on 08450 801 800. You can find out more
or abroad. So if you need to make a         about the work of the Ombudsman online
claim, you’ll find all the numbers you      at www.financial-ombudsman.org.uk
need in the following pages. We’ve also     For a copy of our complaints procedure,
included a useful summary on pages 84       please ask at any branch.
and 85.

11 Important things to know
Great benefits and rewards
for you.
                                                           the previous calendar month. If you pay
                                                           in less than £1,000 in the previous
Protecting the important things                            calendar month, the monthly fee will
in life.                                                   be £15.

Your account has built-in insurance cover.                 Getting you a better deal.
You’re covered for worldwide travel and                    Your account makes your money go
your mobile phones. You have Card                          much further. It gets you a better deal at
Protection for all your cards, Home                        Bank of Scotland, from commission-free
Emergency Cover and AA Breakdown                           travel money to automatic eligibility
Cover too. And all for one low monthly                     for Exclusives.
fee of £10 if you pay in £1,000 or more in

 Benefit      Details                       Key benefits                                             Action   Page
                                                                                                     needed
                                                                                                     by you
 Worldwide    Comprehensive,                • Comprehensive family cover                             Yes      13-15
 Multi-Trip   Worldwide Multi-Trip          •	Worldwide travel covered
 Travel       Travel Insurance for the      • Multi-trip
 Insurance    whole family                  • Covers winter sports and golf trips
 AA           Breakdown cover will help     • Roadside assistance                                    No       16-18
 Breakdown    get you back on the road      • Home Start
 Cover        if your car breaks down       • Customer covered, not the car
                                            • Accident Management
 Mobile       Mobile Phone Insurance        • One phone per account holder                           Yes      19-22
 Phone        home and abroad if your       • Repair or replacement phone up to a maximum
 Cover        phone is lost, stolen           original cost or value of £2,000
              or damaged                    • Covers loss, theft, accidental damage,
                                              breakdown, water damage
                                            • If you change your handset, you can update the
                                              phone you have registered
 Home         Be prepared for the           • Help to make your home safe or secure                  No       23-25
 Emergency    unexpected with Home          • Avoid damage or more damage to your home
 Cover        Emergency Cover — gives       • Restore utilities to your home if they have failed
              you help and repairs
 Card         Card Protection for all       • Covers all financial cards — one call and we can       Yes      26-27
 Protection   your debit, credit, store       cancel everything
              and charge cards if they’re   • If your bag, wallet, or purse is lost or stolen with
              lost or stolen, whether at      one of your cards in it, you will be able to claim
              home or abroad                  towards replacing them




How to make a claim.
Your account benefits are there to help and protect you both at home and abroad.
So if you need to make a claim, you’ll find details about how to do this on the
individual benefits pages that follow.

                                                                             Great benefits and rewards for you 12
Worldwide Multi-Trip
Travel Insurance.
                                                               As an account holder, you’ll benefit
                                                               from comprehensive year-round cover,
The best trips can be full of                                  including personal belongings, winter
surprises – but you want to be                                 sports and golf cover as standard. And
                                                               your children are covered, too, if aged
sure you’re insured against the                                under 16 (or under 23 if they’re in
less-than-welcome ones. So                                     full-time education). So all you have
wherever you go and whatever                                   to do is sit back and think about how
                                                               best to enjoy your well-earned break.
you do, you can pack peace of                                  This summary outlines cover available
mind from the outset with the                                  under our Travel Insurance, which is
                                                               administered by FirstAssist Insurance
help of our Worldwide Multi-Trip                               Services Limited and underwritten by
Travel Insurance.                                              Great Lakes Reinsurance (UK) PLC.

 Section              Cover description                                                  Limit of cover   Excess per
                                                                                                          person

 Cancellation/        • Cancellation of pre-booked travel and accommodation              £5,000           £50
 cutting short          expenses
 your trip            • Value of the portion of the travel arrangements that have not    £5,000           £50
                        been used because you return home earlier than planned

 Winter sports        For snowboarding, skiing, and snow or ice activities               £500             £50
                      (see policy wording for details of cover and exclusions):
                      • Ski equipment, ski hire, ski pack, piste closure
                      • Up to a total of 24 days during any 12-month period

 Golf cover           • Golf equipment                                                   See policy       £50
                      • Green fees                                                       wording for
                                                                                         full details

 Personal             • Cover for accidental loss, theft or damage to personal baggage   £1,500           £50
 belongings           • Loss or theft of your personal money                             £500             £50

 Medical              • In the event of an accident or illness during the trip           £10,000,000      £50
 emergency and        • Dental treatment for the relief of pain                          £500             £50
 repatriation

 legal advice         • Legal expenses for compensation or damages for your              £25,000          £250
 and expenses           personal injury or death caused by negligence of a
                        third party

 Personal             • Death by accident                                                £10,000          Nil
 accident             • Permanent loss of one or more limbs or total and permanent       £25,000          Nil
                        loss of sight in one or both eyes
                      • Permanent total disablement                                      £25,000          Nil

 Personal liability   • Defence costs in relation to an incident caused by you           £2,000,000       £50



13 Worldwide Multi-Trip Travel Insurance
Things we do not cover under this policy:   • Children and infants are not covered
• The maximum trip duration is 31 days        for independent travel under
  for each trip.                              this policy.

• Cover ends on your 71st birthday.         • Any insured person aged under 16
                                              or over 64 will not receive the full
• Travel insurance is not valid for trips     Personal Accident benefit. Please see
  in the UK except for trips with             the Personal Accident section of the
  pre-booked accommodation for                policy booklet on page 44.
  a minimum of three days.
                                            • Any insured person aged under 16 will
• Cover excludes any pre-existing             not receive the full Personal Money
  medical conditions that have not been       cash benefit. Please see the Personal
  accepted by our Customer Services           Money section of the Terms and
  Team before you start your trip. Please     Conditions.
  see the ‘Words with special meanings’
  section of the policy wording for         For further details of exclusions and
  ‘Pre-existing medical conditions.’        conditions please refer to the full Terms
                                            and Conditions on page 36.
• Cover excludes any claim arising from
  circumstances or an event you could
  reasonably foresee or knew about
  when you bought this insurance or
  booked the trip, and that you knew
  could lead to your trip being cancelled
  or curtailed, for example, a serious
  medical condition of a relative,
  colleague or travelling companion.




                                                     Worldwide Multi-Trip Travel Insurance 14
General information.                       to compensation from the Financial
This summary outlines cover available      Services Compensation Scheme should
under our Travel Insurance, which is       Great Lakes Reinsurance (UK) PLC be
administered by FirstAssist Insurance      unable to meet its liabilities. For further
Services Limited and underwritten by       details please contact the FSCS on
Great Lakes Reinsurance (UK) PLC.          0800 678 1100 or 020 7741 4100 or by
The full policy wording is the Terms       writing to 7th Floor, Lloyds Chambers,
and Conditions section of this guide.      Portsoken Street, London E1 8BN or
You can complain about Worldwide           emailing enquiries@fscs.org.uk
Travel Insurance by calling us on          Worldwide Travel Insurance is a monthly
08450 71 90 69 or by writing to The        contract. This policy is provided as a
Customer Relations Office, FirstAssist     benefit of you being an Ultimate Reward
Insurance Services Limited, 1 Drake        Current Account holder. The cost is
Circus, Plymouth PL1 1QH. If a complaint   included in your standard monthly fee.
is not settled, you may be able to refer   We recommend that you review the
it to the Financial Ombudsman Service      cover this policy provides every year to
who will undertake an independent and      ensure it continues to meet your needs.
impartial review of your complaint.        If you or Bank of Scotland close your
The address is Financial Ombudsman         account, or Bank of Scotland terminates
Service, South Quay Plaza, 183 Marsh       the cover provided through the
Wall, London E14 9SR. Telephone            programme, cover will stop immediately
08450 80 18 00. You may be entitled        unless you are moving from one
                                           qualifying account to another.




                                           How to make a claim.
                                           If you’re calling from the UK:
                                           08451 24 14 01
                                           If you’re calling from abroad:
                                           +44 (0)1495 28 12 96
                                           Your policy wording will list any excesses you
                                           have to pay.



15 Worldwide Multi-Trip Travel Insurance
AA Breakdown Cover.
                                              What’s included:
It’s frustrating to break down.               • The AA Breakdown Cover policy
                                                covers you in the event of the vehicle’s
With AA Breakdown Cover for any                 mechanical breakdown at home or on
vehicle you’re travelling in, we’ll             the road.
help you get back on the road.                • The AA Breakdown Cover services
                                                detailed here are available in the
If your car breaks down — even if you’re        United Kingdom, the Channel Islands
the passenger in someone else’s car             and the Isle of Man.
when it breaks down — you can rely on
the AA to help at any time of day or night.   • Under AA Breakdown Cover,
As long as your Ultimate Reward Current         assistance will be provided to try to
Account is open and you’re paying the           repair the vehicle at the roadside or,
monthly fee, you’ll enjoy AA Breakdown          if this is not possible, a tow to a local
Cover wherever you’re driving in the UK.        garage for you, your vehicle and up to
And, better still, if your account is in        7 passengers if the AA is unable to fix
joint names, both you and your partner          your vehicle at the roadside.
are covered.
                                              Things we do not cover under this policy:
This summary gives you basic details          • Service is only available within the UK,
of your AA Breakdown Cover, which               Channel Islands and Isle of Man.
provides breakdown assistance in
connection with your Ultimate Reward          • Service is only available to customers
Current Account. AA Breakdown Cover             travelling in a car, van, minibus or
Terms and Conditions on page 56 of this         motorcycle which complies with the
guide, which you should read alongside          stated weight and width restrictions of
this summary.                                   3.5 tonnes and max width restriction
                                                of 7ft 6in (2.3m).
AA Breakdown Cover is provided by the
AA (The Automobile Association Ltd).




                                                                    AA Breakdown Cover 16
• Assistance is not available following a              • Service is discretionary where it is
  breakdown or accident attended by                      requested to deal with the same or a
  the police or other emergency service,                 similar fault or cause of breakdown to
  until the vehicle’s removal is                         that attended in regard to the same
  authorised. If the police insist on                    vehicle within the preceding 28 days;
  recovery by a third party, the cost
  must be met by you.                                  Service will be refused and may be
                                                       cancelled if anyone behaves in an
• No recovery (including a local tow) is               abusive or threatening manner, or if the
  available following an accident;                     AA is owed money.

• Transport of any animal is                           • Any car hire that may be arranged for
  discretionary, and horses and                          you will be subject to the hirer’s Terms
  livestock will not be recovered;                       and Conditions.

• Routine maintenance, running repairs,                • Please note that further premiums may
  the cost of spare parts, fuel, oil, keys,              be requested if the maximum number
  specialist lifting equipment, garage                   of call-outs is exceeded.
  or other labour required to repair
  your vehicle are excluded, as is                     • For full details of exclusions and
  the provision of service on private                    conditions please refer to the full
  property without the relevant                          terms and conditions on page 56
  permission;                                            of this guide.




How to upgrade to extra AA cover.
                                *                                                     †
                                                       How to get breakdown assistance.
Call: 0800 975 2984                                    Call: 08000 51 22 49
*You automatically get AA Breakdown Cover with your    †When you call, please provide your Ultimate Reward
Ultimate Reward Current Account, but you can upgrade   debit card number, your sort code and your account
your cover to include extra AA services.               number, as well as your vehicle registration, details of
                                                       the breakdown location and separate proof of your
                                                       identity (such as your driving licence).



17 AA Breakdown Cover
General information.                         Subject to your right to cancel (see your
AA Breakdown Cover is provided by the        AA Breakdown Cover Terms and
AA (The Automobile Association Ltd).         Conditions for details), your cover is
If you wish to register a complaint,         renewed monthly and runs at the same
please make contact:                         time as your Ultimate Reward Current
                                             Account, subject always to the terms of
By phone: 0844 209 0556                      the AA Breakdown Cover policy and your
                                             Ultimate Reward Current Account. Your
In writing: Customer Care (Bank of           cover will come to an end if (i) you fail to
Scotland), AA, Lambert House, Stockport      pay the monthly fee, or (ii) you or your
Road, Cheadle, Cheshire SK8 2DY.             account provider close your Ultimate
                                             Reward Current Account or it is
By email: customersupport@theAA.com          changed to another type of account,
                                             or (iii) your residential address is no
Acromas Insurance Company Limited,
                                             longer in the UK, the Channel Islands or
only, is covered by the Financial Services
                                             the Isle of Man. Your account provider or
Compensation Scheme (FSCS).
                                             AA can withdraw or change the terms of
If your complaint is about cover             your cover by giving you 30 days’ notice
underwritten by Acromas Insurance            in writing.
Company Limited and it is not settled,
                                             This summary gives you basic details of
you may be able to refer it to the
                                             your AA Breakdown Cover, which
Financial Ombudsman Service who will
                                             provides breakdown assistance in
undertake an independent and impartial
                                             connection with your Ultimate Reward
review of your complaint. The address is
                                             Current Account. This is not a statement
Financial Ombudsman Service, South
                                             of the full terms and conditions of your
Quay Plaza, 183 Marsh Wall, London
                                             AA Breakdown Cover policy. These are
E14 9SR. Telephone 08450 80 18 00.
                                             found in the ‘AA Breakdown Cover Terms
                                             and Conditions’ on page 56 of this guide,
                                             and which you should read alongside this
                                             summary.




                                                                    AA Breakdown Cover 18
Mobile Phone
Insurance.
                                              You can register your phone with
                                              us by calling 08451 24 14 01 or go to
Protect your mobile phone with                bankofscotland.co.uk/ultimate-benefits
the help of the Ultimate Reward               Please have these details handy:
Current Account and we’ll help you
get back in touch with your friends             1. The make and model of
and family as soon as we can.                      your phone.
                                                   (Check your manual or remove
It’s amazing how quickly we’ve come to             the back cover and battery to
take our mobile phones for granted.                see a label with this information.)
They’re an important part of our lives,
which makes it all the more difficult           2. Your mobile service provider.
when we can’t use them for any reason.             (Details of your network are
Fortunately, with your account you can             often displayed on the screen of
protect your phone against loss, theft             your phone, are printed on the
and accidental damage, whether you’re              SIM card, or are on your monthly
at home and abroad, up to a maximum                statement or contract).
original cost or value of £2,000, per
phone. And if you have a joint account,         3. Your IMEI number
this insurance will cover a mobile for both        (International Mobile Equipment
of you. This summary outlines cover                Identity number).
available under our mobile phone                   You can find this by dialling
insurance, which is arranged and                   *#06# from your mobile phone.
administered by STAMS Limited with a
single insurance provider, London
General Insurance Company Limited.            Please call us on the number above if you
                                              haven’t received your Certificate of
As a benefit of being an Ultimate Reward      Insurance within 15 days of registering.
current account holder, you are               Please note that if you do not register
automatically covered for insurance to        with us, you will not receive a certificate
cover your mobile phone.                      of insurance but you will still be covered.
                                              (Please note that mobile phones are only
How to register:                              automatically covered if they meet the
To help us give you the best service          requirements of the cover.)
when you need it most it’s best if you
register your mobile phone details with
us. That way, in the event of a claim, we
can help you quickly and efficiently.


19 Mobile Phone Insurance
Already have a mobile phone
insurance policy?
When it’s due for renewal you may want to check whether you prefer the cover we
provide with your account. Just get in touch on 08451 24 14 01 for more information.

What’s included:

 Cover description                                              Limit of cover per phone     Excess per claim

 Cover for the handset in the event of:                         Repair or replace phone
 • theft from your person                                       up to £2,000
 • breakdown
 • water and liquid damage
 • accidental damage                                                                         £100 if you have
 • loss                                                                                      an Apple iPhone,
                                                                                             £30 for all other
 Loss of pre-paid airtime for prepay/pay-as-you-go phones       up to £500                   handsets
 Cover for unauthorised airtime use on a contract phone         up to £1,500

 Accessory cover — cover for accessories as long as they are    up to £250
 attached to the handset at the time of the incident

 Cover wherever you are in the world. Repair or replacement will be arranged on your return to the UK.




                                                                                     Mobile Phone Insurance 20
Things we do not cover under this policy:    For full details of exclusions and
• Loss where the circumstances of the        conditions please refer to the full terms
  loss cannot be clearly identified.         and conditions on page 66 of this guide.

• Loss of, theft of, or damage to,           General information.
  your phone:                                This summary outlines cover available
                                             under our Mobile Phone Insurance,
   — while it is in an unattended motor      which is arranged and administered
     vehicle, unless it is completely        by STAMS Ltd with a single insurance
     hidden from view within a locked        provider London General Insurance
     glove compartment, locked               Company Limited. The full policy
     boot or other locked internal           wording can be found in the Terms
     compartment and the vehicle             and Conditions section on page 66
     is fully locked and secured             of this guide. You can complain about
                                             Mobile Phone Insurance by contacting
   — where it has been left unattended       us either by calling 08451 24 14 01 or
     in a public place or a place to which   by writing to STAMS Ltd, PO Box 98,
     people have regular access              Blyth NE24 9DL. If a complaint is not
                                             settled, you may be able to refer it to the
   — where it has been passed to
                                             Financial Ombudsman Service who will
     someone else.
                                             undertake an independent and impartial
• A maximum of one phone per                 review of your complaint. Their address
  account holder, or in the case of          is Financial Ombudsman Service, South
  joint accounts, a maximum of two           Quay Plaza, 183 Marsh Wall, London
  phones per account.                        E14 9SR. Telephone 08450 80 18 00.
                                             You may be entitled to compensation
• A maximum of two claims per account        from the Financial Services Compensation
  in any 12 month period.                    Scheme should STAMS Ltd or London
                                             General Insurance Company Limited not
Please note that there is a policy excess    meet its liabilities.
for each claim. This is £100 for Apple
iPhone and £30 for all other handsets.
iPhone is a trademark of Apple Inc.,
registered in the U.S. and other
countries.




21 Mobile Phone Insurance
For further details please contact the
FSCS on 0800 678 1100 or 020 7741 4100
                                                 Status disclosure.
or email enquiries@fscs.org.uk Mobile
Phone Insurance is a monthly contract.           This cover has been arranged
This policy is provided as a benefit of you      by STAMS Ltd (FRN 409098) on
being an Ultimate Reward Current                 behalf of the Bank of Scotland plc
Account holder. The cost is included in          (FRN 169628) who is authorised and
part of your standard monthly fee. We            regulated by the Financial Services
recommend that you review the cover              Authority (FSA). This policy is
this policy provides every year to ensure        administered by STAMS Ltd
it continues to meet your needs. If you or       (FRN 409098), who is an appointed
Bank of Scotland close your account, or          representative of Lifestyle Services
Bank of Scotland terminates the cover            Group Limited (LSG). LSG
provided through the programme, cover            (FRN 315245) handle claims on
will stop immediately unless you are             behalf of the insurer, who is London
moving from one qualifying account to            General Insurance Company
another. If your policy ends for any             Limited (LGI) (FRN 202689).
reason you will not be entitled to a             LSG and LGI are authorised and
refund of any fees, and/or premium for           regulated by the FSA, which can
the cover provided under your policy.            be checked on their website at
                                                 www.fsa.gov.uk/register/ or by
                                                 phoning 0845 606 1234. For the
                                                 purposes of the Data Protection
                                                 Act 1998, the Data Controller in
                                                 relation to the personal data you
                                                 supply is LSG.




How to make a claim.
                                              *If you need to make a claim, please call us within
If you’re calling from the UK:                48 hours of discovering the incident. You are required
                                              to pay a £30 excess per successful claim. (If you have
08451 24 14 01*                               an Apple iPhone the excess is £100 and for all other
                                              handsets it is £30.) Page 68 of this guide gives more
If you’re calling from abroad:                information about the simple steps you should take
                                              within 24 hours of your mobile phone being lost, stolen
+44 (0)1495 28 12 96*                         or damaged.



                                                                        Mobile Phone Insurance 22
Home Emergency
Cover.
                                                         A home emergency is a sudden,
                                                         unexpected event which needs
With Home Emergency Cover,                               immediate action in order to make your
you’ll always be prepared for the                        home safe or secure, avoid damage or
                                                         more damage, make your home fit to live
unexpected. from a burst pipe to a                       in or restore electricity, gas or water.
break-in, home emergencies can                           So if the safety of your home is at risk
happen to anyone. And they                               and you need help fast, just give us a call.
                                                         We’ll arrange for a skilled and reliable
always seem to happen at the                             contractor to carry out the necessary
most inconvenient time. As an                            repairs — up to a value of £250 for the
                                                         call-out charge, labour cost, parts
Ultimate Reward Current Account                          and materials. We’ll also give you
holder, it’s reassuring to know                          £100 towards emergency overnight
                                                         accommodation if you can’t live in
you’re already covered.                                  your home for a while.

                                                         This summary outlines cover
                                                         available under our home emergency
                                                         cover, which is underwritten by Inter
                                                         Partner Assistance.

What’s included:

 Section           Cover description                                               Limit of cover   Excess per
                                                                                                    person

 Home              • Cost of the qualified person chosen by us to deal with the    £250             Nil
 emergency costs     emergency in respect of the call-out charge, labour and any
                     materials necessary

 Overnight         • If your property becomes uninhabitable and remains so         £100             Nil
 accommodation       overnight we will, subject to prior agreement with us,
                     arrange and pay for your overnight accommodation or
                     transport to such accommodation (or both)




23 Home Emergency Cover
Things we do not cover under this policy:   • Any leaking or dripping tap that
• A fault any member of your family           requires replacement washers or
  knew or should have known about             partial or total replacement, external
  when you took out the Ultimate              overflows or replacement of cylinders,
  Reward Current Account.                     tanks, radiators and sanitary ware.

• Systems or structures (for example,       • Any burst or leaking flexible hoses that
  central heating) that have not              can be isolated or leaking washing
  been installed or fitted by a               appliances.
  qualified person.
                                            • De-scaling and any work arising from
• Any claim if your home is unoccupied        hard-water scale deposits or from
  for over 60 days.                           damage caused by aggressive water
                                              or sludge resulting from corrosion.
• Any claim if your mains electricity,        Signs that work is needed may include
  water or gas supply is deliberately cut     a noisy boiler, sludged-up pipes or
  off by any electricity, water or gas        poor circulation.
  supply company.
                                            • Replacement of light bulbs and fuses
• Any claim covered by a maintenance          in plugs.
  agreement, guarantee or extended
  warranty contract.                        • Lost keys for outbuildings, garages
                                              and sheds.
• Any claim because your central
  heating boiler fails and it is over       • Vermin outside the main dwelling,
  15 years old.                               such as in garages and other
                                              outbuildings.
• Solar heating, septic tanks, guttering
  and down pipes.                           • Where the account holders tenancy
                                              agreement has a requirement for the
• Breakdown or loss of, or damage to,         tenant to report emergencies to the
  domestic appliances like freezers,          home owner or the managing agent to
  washing machines, microwaves or             instruct the appropriate contractor.
  other mechanical equipment such as
  Saniflow toilets.                         • Any cost relating to the repair or
                                              attempted repair not carried out
• Any loss where you did not contact us       by us.
  to arrange repairs.
                                            For full details of exclusions and
                                            conditions please refer to the full terms
                                            and conditions on page 73 of this guide.

                                                               Home Emergency Cover 24
General information.                        For further details please contact the FSCS
This summary outlines cover available       on 0800 678 1100 or 020 7741 4100 or
under our Home Emergency Cover,             enquiries@fscs.org UK Home Emergency
which is underwritten by Inter Partner      Cover is a monthly contract. This policy
Assistance. The full policy wording is in   is provided as a benefit for being an
the Terms and Conditions section of this    Ultimate Reward Current Account holder.
guide. You can complain about Home          The cost is included in your standard
Emergency Cover by calling Bank of          monthly fee. If you or Bank of Scotland
Scotland on 08451 24 14 01 or by writing    close your account, or Bank of Scotland
to Customer Services Administration,        terminates the cover provided through
Inter Partner Assistance S.A., The          the programme, cover will stop
Quadrangle, 106-118 Station Road,           immediately unless you are moving from
Redhill, Surrey RH1 1PX United Kingdom.     one qualifying account to another.
If a complaint is not settled, you may
be able to refer it to the Financial
Ombudsman Service who will undertake
an independent and impartial review of
your complaint. The address is Financial
Ombudsman Service, South Quay Plaza,
183 Marsh Wall, London E14 9SR.
Telephone 08450 80 18 00. You may
be entitled to compensation from the
Financial Services Compensation
Scheme should Inter Partner Assistance
be unable to meet its liabilities.




                                            How to make a claim.
                                            Call: 08451 24 14 01

25 Home Emergency Cover
Card Protection.
                                                                 you’ll know what a worry and hassle it
                                                                 can be to sort out, especially if you’re out
Safeguard all your cards and more                                of the country. That’s why card protection
with the Ultimate Reward Current                                 is such an invaluable way to secure all
                                                                 your cards, both at home and abroad.
Account. Should you ever lose                                    To improve the speed that your claim is
them or have your cards stolen,                                  dealt with in event that your cards are
we can arrange to have your cards                                lost or stolen, please register your card
                                                                 details with us. We can even register your
cancelled and replaced. We can                                   passport and driving licence numbers,
also arrange cash advances to help                               so they’re easier to replace, too.
tide you over. It’s easy and secure.                             This summary outlines cover available
                                                                 under our card protection policy, which
If you’ve ever lost your debit, credit, store                    is underwritten by Allianz Insurance plc.
and charge cards or had them stolen,

What’s included:

 Cover description                                                                                        Limit of cover

 Personal money lost with the cards                                                                       £100

 While you are outside the UK, the cost of communications to notify your card issuer, the police or       £100
 us that your cards have been lost or stolen, to locate and retrieve lost luggage or keys, to obtain
 emergency documents and to obtain emergency medical assistance

 To replace your bag, purse, wallet or card carrier because they are lost or stolen                       £50

 To replace your passport if it is lost or stolen as the result of an incident and must be replaced       £50
 while you are outside the UK

 To replace your driving licence if it is lost as the result of an incident                               £50




                                                                                                      Card Protection 26
Things we do not cover under this policy:   settled, you may be able to refer it to the
Except in the case of locating and          Financial Ombudsman Service who will
retrieving lost luggage or keys,            undertake an independent and impartial
we will not pay benefit for the loss        review of your complaint. The address is
or theft where:                             Financial Ombudsman Service, South
                                            Quay Plaza, 183 Marsh Wall, London
• The loss or theft is not reported to us   E14 9SR. Telephone 08450 80 18 00.
  within 24 hours of discovery.             You may be entitled to compensation
                                            from the Financial Services
• Financial cards are not used in           Compensation Scheme should Allianz
  accordance with the card issuer’s         Insurance plc be unable to meet its
  terms and conditions.                     liabilities.
• The PIN number has been kept with         For further details please contact the
  the card or disclosed to anyone else.     FSCS on 0800 678 1100 or 020 7741
                                            4100 or enquiries@fscs.org.uk Card
For full details of exclusions and          Protection is a monthly contract. This
conditions please refer to the full terms   policy is provided as a benefit of you
and conditions on page 76 of this guide.    being an Ultimate Reward Current
                                            Account holder. The cost is included as
General information.
                                            part of your standard monthly fee. We
This summary outlines cover available       recommend that you review the cover
under our Card Protection policy, which     this policy provides every year to ensure
is underwritten by Allianz Insurance plc.   it continues to meet your needs. If you or
Further details are on page 76. The full    Bank of Scotland close your account, or
policy wording is in the Terms and          Bank of Scotland terminates the cover
Conditions section of this booklet. You     provided through the programme, cover
can complain about Card Protection by       will stop immediately unless you are
calling STAMS Ltd on 08451 24 14 01 or      moving from one qualifying account to
by writing to STAMS Ltd, PO Box 98,         another.
Blyth NE24 9LD. If a complaint is not



                                *
How to register and make a claim.
Call: 08451 24 14 01                        *Please call within 24 hours of discovering an incident.
                                            You can register all your financial cards, regardless of
If you’re calling from abroad:              who they were issued by. Please have all the cards
                                            handy when you call. You can also register your
+44 (0)1495 28 12 96                        passport and driving licence.



27 Card Protection
Identity Theft Assistance.
                                            Identity Theft Assistance.
The Ultimate Reward Current                 As an account holder, you automatically
                                            get unlimited access to a confidential
Account is here to help you                 identity theft advice line.
protect your identity and                   So if you suspect that your personal
valuables. With round-the-clock             details have been stolen, call our team.
Identity Theft Assistance you’ll be         They can provide advice right round the
                                            clock and help get you back on track as
better able to cope if it happens,          quickly as possible.
and get vital early warning signs
that could save you time, hassle
and expense.
Identity fraud is one of the fastest-
growing types of fraud in the UK. And
if someone steals your personal details
the results can be devastating. Once a
thief has your information, it’s possible
to open new credit card or bank accounts
and run up debts or take out loans in
your name, and even change the billing
address of your accounts so you don’t
discover there’s a problem until it’s too
late. And if identity theft happens to
you, it can take a great deal of time
and money to put things right. So it
pays to get the right advice — and
protect yourself.




                                            How to get help:
                                            Call: 08451 24 14 01
                                            We’re open 24 hours a day,
                                            7 days a week.

                                                                Identity Theft Assistance 28
Our contact details.
It’s easy to get in touch.

 If...                                                                      Then call...

 your debit card or cheque book is lost or stolen.                          08457 20 30 99 immediately
 We will cancel the debit card or cheque book and send you a
 replacement. We do not make our usual charge for stopping cheques
 for this service.

 you damage your cheque book.                                               08457 21 31 41
 You can cancel your existing book and arrange for a replacement.
 For Cardcash Accounts.                                                     08458 50 55 25

 you’ve forgotten your PIN.                                                 08457 21 31 41
 We will then order you a replacement PIN once we have confirmed
 your identity. You will need to unlock or change this PIN at any Bank of
 Scotland Cashpoint® machines by selecting ‘PIN services’ before you
 can use it.
 For Easycash Accounts and Cardcash Accounts.                               08458 50 55 25

 you are worried that someone knows your Internet or Telephone              08456 02 00 00 for Internet Banking
 Banking security details or you need any further help.                     08457 21 31 41 for Telephone Banking

 you are worried that an automated payment or card transaction on           08457 21 31 41
 your account has not been properly authorised by you, or has been
 incorrectly executed on your account you must notify us.
 For Easycash Accounts and Cardcash Accounts.                               08458 50 55 25

 you would like to find out the indicative currency exchange rate before    08457 21 31 41
 completing a debit card transaction in a foreign currency.                 (+44 (0) 131 339 2573 from overseas)
 For Easycash Accounts and Cardcash Accounts                                08458 50 55 25

 you have any general enquiries about your account, including               08457 21 31 41
 additional information about the transactions on your account
 For Easycash Accounts and Cardcash Accounts                                08458 50 55 25



All telephone lines are open 24 hours a day, unless otherwise stated. Calls may be
recorded and monitored.




29 Our contact details
Ultimate Reward Current
Account benefits,
terms and conditions.
Important points to note             31    Section 10: Personal Money                 49
                                           Section 11: Winter Sports                  50
Ultimate Reward Current Account
benefits terms and conditions              Section 12: Golf Cover                     51
About our insurance services         32    Exclusions and conditions                  52
Demand and needs statement           33    Complaints procedure                       53
Travel Insurance                     34    Important telephone numbers                54
Section 1: Medical Emergency and           Data Protection Notice                     54
           Repatriation Expenses     41
                                           AA Breakdown Cover                         56
Section 2: Cancellation/Cutting Short
                                           Full terms and conditions                  59
           Your Trip                  42
                                           Mobile Phone Insurance                     66
Section 3: Personal Accident         44
                                           The Insurance Contract                     66
Section 4: Personal Liability        44
                                           Home Emergency Cover                       73
Section 5: Travel Delay/
           Missed Departure          45    The Insurance Contract                     73
Section 6: Loss of Important               Card Protection                            76
           Documents                 46
                                           Using Your Policy                          78
Section 7: Legal Advice
           and Expenses              46    Data Protection Notice                     83

Section 8: Mugging Benefit           48    Key policy differences                     84

Section 9: Personal Baggage/
           Delayed Baggage           48




                                                               Bank account conditions 30
Important points to note.                                  • Our company details are Bank of Scotland plc.
                                                             Registered in Scotland no. SC327000. Registered
How to complain.                                             office: The Mound, Edinburgh EH1 1YZ.
OUR PROMISE.                                               • To find out more about our companies, see the
If you do have a problem we’ll do our best to resolve it     Registrar’s website, www.companieshouse.co.uk or
there and then. Where we can’t, we’ll ensure you have        call the Registrar on 0870 33 33 636.
the name and contact details of the person or team         • Our VAT number is 244 1555 76.
dealing with your complaint.
TELL US IF THERE’S A PROBLEM.                              Important information about
If you have a complaint or just want to tell us about      compensation arrangements.
something we could do better, there are a number of        We are covered by the Financial Services
ways you can let us know:                                  Compensation Scheme (FSCS). The FSCS can pay
Visit a branch: Pop into any of our branches and speak     compensation to depositors if a bank is unable to meet
to a member of the branch team.                            its financial obligations. Most depositors — including
                                                           most individuals and small businesses — are covered by
By Telephone: Call our Telephone Banking Service
                                                           the scheme.
on 08457 25 35 19.
                                                           In respect of deposits, an eligible depositor is entitled
By Textphone: If you have a hearing impairment, call us
                                                           to claim up to £85,000. For joint accounts each account
on 0845 300 2283.
                                                           holder is treated as having a claim in respect of their
By Post: write to us at Bank of Scotland, P.O. Box 548,    share so, for a joint account held by two eligible
Leeds LS1 1WL.                                             depositors, the maximum amount that could be claimed
If YOU’RE STILL NOT HAPPY.                                 would be £85,000 each (making a total of £170,000).
                                                           The £85,000 limit relates to the combined amount in all
If you’re still unhappy and we can’t put things right to   the eligible depositor’s accounts with the bank including
your satisfaction, you can ask the Financial Ombudsman     their share of any joint account, and not to each
Service to look at your complaint, provided you’ve tried   separate account.
to resolve the matter directly with us first.
                                                           For further information about the scheme (including the
We hope you won’t need to contact the Financial            amounts covered and eligibility to claim) please ask at
Ombudsman Service but if you do, we’ll tell you how to     your local branch, refer to the FSCS website www.FSCS.
do this.                                                   org.uk or call 0800 678 1100 or 020 7741 4100.
How we are regulated.                                      Deposits with us are held with Bank of Scotland plc.
• We lend money and offer savings, insurance and other     Accounts with Bank of Scotland plc include accounts
  financial services to our customers.                     with its divisions and trading names: Halifax, Intelligent
                                                           Finance (IF), Birmingham Midshires (BM Savings), Bank
• Authorised and regulated by the Financial Services       of Scotland, Bank of Scotland Private Banking, Bank of
  Authority except for lending for which we are licensed   Scotland Germany, Bank of Scotland The Netherlands,
  by the Office of Fair Trading. We subscribe to the       Bank of Scotland Treasury, Lloyds Bank Corporate
  Lending Code; details can be obtained from               Markets, Lloyds TSB Corporate Markets, St James’s
  www.lendingstandardsboard.org.uk.                        Place Bank and St James’s Place Private Bank. Some
• We are also a member of the British Bankers’             savings accounts under the AA Savings, Saga and
  Association. Please see www.bba.org.uk to find           Charities Aid Foundation brand names are also deposits
  out more.                                                with Bank of Scotland plc. An eligible depositor’s
• Our OFT licence number is 593292. You can call           £85,000 limit relates to the combined amount in
  the OFT on 020 7211 8608 to find out more.               accounts under all of these names.

• We subscribe to the Lending Code; copies of              If you are unsure whether your account is held with Bank
  the Code can be obtained from                            of Scotland plc please check your account literature.
  www.lendingstandardsboard.org.uk
•   Our FSA Register number is 169628.
    To find out more about us, see the FSA Register:
    www.fsa.gov.uk/register or call the FSA on
    0300 500 5000.


31 Bank account conditions
Advertising.                                                  About our insurance services.
• We are regulated by the Office of Communications
  (“Ofcom”). If you have a complaint, particularly
                                                              Ultimate Reward Current Account.
  in relation to our text messaging service, you may          ABOUT OUR INSURANCE SERVICES.*
  also be able to take it to Ofcom at Riverside House,        1. Whose products do we offer?
  2a Southwark Bridge Road, London SE1 9HA,
                                                              We only offer products from the following insurers:
  www.ofcom.org.uk, telephone 020 7981 3040,
  textphone/fax 020 7981 3043.                                Travel Insurance — Great Lakes Reinsurance (UK) PLC.
• We follow advertising codes regulated by the                Car Breakdown Cover — AA (The Automobile
  Advertising Standards Authority (“ASA”).                    Association Ltd).
• If you would like to complain to the ASA about any of       Accident Management (Acromas Insurance
  our advertising, you can do so through their website,       Company Limited).
  www.asa.org.uk                                              Card Protection — Allianz Insurance plc.
• If you would like to find out more about the                Home Emergency Cover — Inter Partner Assistance S.A.
  advertising codes or the ASA, please see
  www.asa.org.uk, call the ASA on 020 7492 2222               Mobile Phone Insurance — STAMS Ltd with a single
  (textphone 020 7242 8159), email them at enquiries@         insurance provider London General Insurance
  asa.org.uk, fax them on 020 7242 3696 or write to the       Company Limited.
  Advertising Standards Authority, Mid City Place,            Legal Expenses — Great Lakes Reinsurance (UK) PLC.
  71 High Holborn, London WC1V 6QT.                           2. Which service will we provide you with?
Withdrawals.                                                  You will not receive advice or a recommendation
We want to make sure that you, and only you, take             from us. We ask some questions to narrow down the
money from your account. So before you withdraw a             selection of products we will provide details on.
large amount at one of our branches we’ll ask you for         You will then need to make your own choice about
proof of your identity (ID). You can provide any of the       how to proceed.
following: DVLA driving licence, passport or credit/          3. What will you have to pay us for this service?
debit card (another one from Halifax, Bank of Scotland
                                                              We will not charge any fees for arranging this insurance.
or from a different provider). Please remember to bring
your ID with you. In most cases this will be enough to        4. Who regulates us?
prove who you are and help keep your money safe.              Bank of Scotland are authorised and regulated by
                                                              the Financial Services Authority. You can check this
Other information.                                            on the FSA’s Register by visiting the FSA’s website
• We will communicate with you in English.                    www.fsa.gov.uk/register/ or by contacting the FSA
• Our fees will include our delivery costs (if any) and any   on 0845 606 1234. We are permitted by the FSA to sell
  tax you have to pay through us. You may have to pay         and administer general insurance contracts.
  other taxes or costs, which you do not pay us or pay        5. What to do if you have a complaint.
  through us.
                                                              If you wish to register a complaint regarding your
• Cashpoint® is a registered trade mark and is used           insurance benefits please contact, the Data Processing
  under licence by Bank of Scotland plc.                      Manager, in writing at: PO Box 98, Blyth NE24 9DL.
• The Post Office® and Post Office logo are registered        Alternatively you can contact us by telephoning
  trademarks of the Post Office Ltd.                          08451 24 14 01. If you cannot settle a complaint
• For more information visit us at bankofscotland.co.uk       with us, you may be entitled to refer it to the
  or go to any Bank of Scotland branch.                       Financial Ombudsman Service.

• We will keep a copy of this agreement, which will be
  available from our website or on request.




                                                                                         Bank account conditions 32
6. Are we covered by the financial Services                 The insurers may charge an increased premium or
Compensation Scheme (FSCS)?                                 decline, withdraw or restrict coverage on seeing the
The parties to this contract are covered by the Financial   facts disclosed.
Services Compensation Scheme. In the unlikely event         This is a monthly contract that starts when the initial
any of the parties to this insurance are unable to meet     credit is received or account redesignation is
their liabilities, you may be entitled to compensation.     completed. It continues as long as any required fee
Most insurance contracts are covered for 90% of the         is paid.
entire claim. Further information can be obtained from      BENEFIT DETAILS:
their website at www.fscs.org.uk
                                                            Worldwide family Multi-Trip Travel Insurance.
7. Client Money?
                                                            This product meets the demands and needs of those
Where we or our appointed representative receive or         who wish to ensure that the insurance needs of
hold premiums, premium refunds or claims payments           themselves and their family while on holiday are met
when arranging or administering any insurance for you,      now and in the future.
we or our appointed representative will hold that money
as agent for the insurer providing the insurance.           Car Breakdown Cover.
                                                            This product meets the demands and needs of those
Demands and needs statement.                                who wish to ensure that their needs for roadside
This page refers to the following insurance products        assistance if their vehicle breaks down are met now and
included in the Ultimate Reward Current Account.            in the future.
                                                            Mobile Phone Insurance.
   • Worldwide Family Multi-Trip Travel Insurance           This product meets the demands and needs of those
                                                            who wish to ensure that their need for mobile phone
   • Car Breakdown Cover
                                                            insurance is met now and in the future.
   • Mobile Phone Insurance
                                                            Home Emergency Cover.
   • Home Emergency Cover
                                                            This product meets the demands and needs of those
   • Card Protection                                        who wish to ensure that their needs for access to
                                                            emergency assistance for the home are met now and in
                                                            the future.
Please review the information provided to ensure we         Card Protection.
have based your insurance on the correct information.
                                                            This product meets the demands and needs of those
You have not received advice or a recommendation            who wish to ensure that their need for card protection
from us. We do, however, ask that you read this page        insurance is met now and in the future.
and all the documents provided in the Welcome Pack
very carefully to ensure that the insurance included
in the Ultimate Reward Current Account meets
your needs.
We draw your attention in particular to exclusions and
conditions that apply to these policies. Please refer
to the policy summary documents and terms and
conditions for full details. You should read these
bearing in mind your own circumstances to ensure
that you fully understand what they mean for you as
an individual and anyone else insured by the policy.
Your own circumstances are called ‘material facts’ and
you must tell us anything known to you which will
increase the likelihood that a claim might occur or
increase the amount of any potential claim. Your failure
to disclose any material facts, for example any
pre-existing medical conditions you may have, may
mean your insurance will not protect you and will not
be valid.


33 Bank account conditions
Travel Insurance.                                           Colleague.
                                                            An associate in the same employment as You in the UK,
About Your Policy Wording.                                  whose absence from work necessitates Your stay in or
The Insurance Contract.                                     return to the UK.
If You have any queries about Your cover, You can call Us   Europe.
on the number listed in the ‘Important telephone            The continent of Europe west of the Ural Mountains
numbers’ section. Please make sure You have Your            including its neighbouring islands (including the
Ultimate Reward Current Account number and Your             Azores, the Canary Islands, the Republic of Ireland
branch sort code when You call. We want You to get the      and Madeira) and non-European countries bordering
most from Your policy and to do this You should:            the Mediterranean.
•	 read Your policy wording and make sure You are           Excess.
   covered for the sort of losses/incidents You think
   might happen                                             The amount You pay when You make a claim which
                                                            is set out in the ‘Policy limits and excesses’ section.
•	 make sure You have declared any Pre-Existing             This applies to each incident for each Insured Person.
   Medical Conditions
                                                            Family.
•	 make sure that You understand the exclusions and
   conditions which apply to Your policy because if You     You, Your spouse, Your civil partner (as defined in
   do not meet these conditions it may affect any claim     Section 1 of the Civil Partnership Act 2004) or the
   You make.                                                person (whether or not of the same sex) with whom
                                                            You are permanently cohabiting in a marriage-like
Remember, no policy covers everything. We do not            relationship together with Your children, step-children,
cover certain things such as:                               adopted children and foster children who are under the
• Pre-Existing Medical Conditions (unless additional        age of 16 or under the age of 23 and in full time
  cover is agreed in writing by Us)                         education.
• any Insured Person over the age of 70 years old           FirstAssist.
• children and infants for independent travel               FirstAssist Insurance Services Limited. Registered
• losses that We do not state are specifically covered,     Office: Marshall’s Court, Marshall’s Road, Sutton, Surrey
  for example, the cost of obtaining a Police report.       SM1 4DU. Registered No. 04617110. Authorised and
                                                            regulated by the Financial Services Authority.
The things which are not covered by Your policy are
stated:                                                     Golf Equipment.

• in the ‘General exclusions applying to Your policy’       Golf clubs, golf balls, golf bag, golf trolley, golf shoes
                                                            and essential clothes which You own or hire.
• under ‘What IS NOT covered’ in each section of cover.
                                                            Home.
If We do not state that something is covered, You should
assume that it is not covered.                              Your usual permanent place of residence in the UK.

Words with special meanings.                                Insurance Period.

Throughout Your policy wording, certain words are           The period commencing on the date You open an
shown in bold type. These words have special meanings       Ultimate Reward Current Account and ending when
which are listed below and in the ‘Legal Advice and         Your Ultimate Reward Current Account is closed or Your
Expenses’ section under ‘Legal Advice and Expenses          policy is cancelled, whichever is earlier.
words with special meanings’.                               Insured Person/You/Your.
Accident(s)/Accidental.                                     The holder(s) of an Ultimate Reward Current Account
A sudden, unexpected, specific, violent, external,          and Your Family.
visible event which occurs at a single identifiable time
and place.




                                                                                        Bank account conditions 34
Insurer.                                                      Terrorist Action.
Great Lakes Reinsurance (UK) PLC.                             The actual or threatened use of force or violence against
Permanent Total Disablement.                                  persons or property, or commission of an act dangerous
                                                              to human life or property, or commission of an act
A condition which is of a permanent and irreversible          that interferes with or disrupts an electronic or
nature which is shown by medical evidence to be likely        communications system, undertaken by any
to continue for the remainder of Your life and as certified   person or group, whether or not acting on behalf of
by a registered medical practitioner, to the reasonable       or in connection with any organisation, government,
satisfaction of Our Chief Medical Officer, and which          power, authority or military force, when any of the
prevents You from engaging in any work or occupation          following applies:
for remuneration or profit.
                                                              a) the apparent intent or effect is to intimidate or
Personal Baggage.                                                coerce a government or business, or to disrupt
Each of Your suitcases (or containers of a similar nature)       any segment of the economy;
and their contents, articles You are wearing or carrying      b) the apparent intent or effect is to cause alarm, fright,
which are owned by any of Your Family, or for which              fear of danger or apprehension of public safety in
they are legally responsible, including Valuables and            one or more distinct segments of the general public,
keys (excluding keys to a hire vehicle).                         or to intimidate or coerce one or more such
Personal Money.                                                  segments;
Cash, cheques, banker’s drafts, electronic cash               c) the reasonably apparent intent or effect is to further
pre-payment cards, postal and money orders, current              political, ideological, religious or cultural objectives,
postage stamps, phone cards, coupons or vouchers                 or to express support for (or opposition to) a
which have a monetary value.                                     philosophy, ideology, religion or culture.
Pre-Existing Medical Condition.                               Trip(s).
Anything which You would answer yes to in the medical         The period of time (as defined under Trip Duration) spent
conditions declarations in the ‘The insurance contract’       away from Your Home on pre-booked business or
section under ‘You must declare all medical conditions’       leisure travel.
either at the time You open Your Ultimate Reward              Trip Duration.
Current Account or at the time of booking Your Trip.
                                                              The maximum Trip Duration of up to 31 days. Trips within
Public Transport.                                             the UK are covered when You have pre-booked
Train, tram, bus, coach, ferry service or airline flight      accommodation for a minimum of 3 days.
operating to a published timetable.                           UK.
Redundant/Redundancy.                                         England, Wales, Scotland, Northern Ireland, Isle of Man
Being made unemployed under the Employment Rights             and Channel Islands.
Act and have been given a notice of Redundancy and            Valuables.
are receiving payment under the current Redundancy
payments legislation and at the time of booking the Trip      Antiques, jewellery or articles made of or containing
You, Your travelling companion, or spouse (including a        gold, silver or other precious metals, precious or
civil partner or co-habitee) had no reason to suspect that    semi-precious stones, portable audio, visual,
they would be made Redundant.                                 photographic and gaming equipment including any
                                                              associated media, binoculars, furs, laptops, mobile
Relative.                                                     telephones, portable satellite navigation and watches.
Your Family (including Your children, step-children,          We/Us/Our.
adopted children and foster children and
grandchildren), Your mother, father, sister, brother,         FirstAssist who administer the insurance on behalf
fiancé(e), grandparent, in-law, step-family or next           of the Insurer.
of kin.                                                       Winter Sports Equipment.
                                                              Skis (including bindings), snow boards (including
                                                              bindings), boots, ski poles, ice skates and essential
                                                              clothes which You own or hire.




35 Bank account conditions
About Your insurance contract.                             Please note that it is a condition of Your policy that,
Your policy is a legal contract between You and Us.        at the time of opening Your account or booking a
                                                           Trip, You are not aware of any reason why a Trip should
The laws of the UK allow both parties to choose the law    be cancelled or cut short and that all material facts are
which will apply to this contract. However, unless         disclosed to Us. This means that You must tell Us about
specified elsewhere in the contract, the law which         anything which may affect this insurance, for example:
applies to this contract is the law which applies to the
part of the UK in which You normally live unless written   • Pre-Existing Medical Conditions affecting the health
agreement has been given for another EU law to apply.        of the people travelling, or a Relative or Colleague
If there is any disagreement, We will use this policy        upon whose state of health a decision
wording over any other assurances or statements,             by You to cancel or cut short a Trip may depend
unless they are confirmed in writing and form part of      • You taking part in activities which are particularly
the policy.                                                  hazardous or unusual as listed under ‘Hazardous
All communication between You and Us will be                 activities’
in English.                                                • You have been or have reason to believe that You will
The Insurer.                                                 be refused entry to the country to which You
                                                             are travelling.
This policy is underwritten by Great Lakes Reinsurance
(UK) PLC. Registered in England and Wales No.              Exclusions which apply to Your policy.
2189462. Registered Office at Plantation Place,            The exclusions which apply to all sections of Your policy
30 Fenchurch Street, London EC3M 3AJ. Authorised           are shown in the ‘Exclusions and conditions’ section of
and regulated by the Financial Services Authority under    Your policy.
registration 202715. You can check this out by visiting    Fraud.
the FSA’s website, www.fsa.gov.uk/register, or by
contacting the FSA on 0845 606 1234.                       The contract between You and Us is based on mutual
                                                           trust and We believe that Our policyholders are honest.
Great Lakes Reinsurance (UK) PLC is a member of the
Association of British Insurers (ABI) and covered by       However, if anyone covered by Your policy or anyone
the Financial Ombudsman Service (FOS). The main            acting for You:
business of the insurer is effecting and carrying out      1. Provides false information or documentation or
insurance contracts.                                          withholds important information to obtain cover
Our part of the insurance contract is as follows.             under Your policy for which You do not qualify; or
We provide the cover set out in Your policy wording.       2. Provides false information or withholds important
                                                              information to obtain cover at a reduced premium
Your part of the insurance contract is as follows.            then:
Your policy is renewed on a monthly basis and cover           • Your policy may be void
will end if; i) Your Ultimate Reward Current Account
is closed; ii) You fail to pay the monthly fee for Your       • We may be entitled to recover from You the
account; iii) Your account is changed to another type of        amount of any claim already paid under
account with Your account provider; iv) Your residential        Your policy
address is no longer in the UK. You have the right to         • We will not return any fees and/or premiums paid
cancel Your policy by giving Us notice that You wish
                                                              • We will inform the Police and criminal proceedings
to cancel. We may cancel Your policy or change Your
                                                                may follow.
policy wording by giving You 30 days’ notice in writing.
If Your policy ends for any reason, You will not be        In the event that anyone covered by Your policy or
entitled to a refund of any fees and/or premium paid       anyone acting for You:
for the cover provided under Your policy including any     1. Makes a claim under Your policy knowing this to be
additional fees and/or premiums You have paid to cover        false or fraudulently exaggerated in any respect or to
a Pre-Existing Medical Condition.                             any degree; or
                                                           2. Makes a statement in support of a claim knowing the
                                                              statement to be false in any respect; or




                                                                                      Bank account condiitons 36
3. Submits a document in support of a claim knowing          • been diagnosed with, or treated for, any malignant
   the document to be forged, amended or false in any          condition or any type of cancer
   respect; or                                               • been treated for a breathing condition
4. Makes a claim in respect of any loss or damage            • been aware of any condition that could reasonably be
   caused by Your/their wilful act, knowledge or               expected to affect Your or their health during the
   connivance; or                                              Insurance Period.
5. Acts in any other manner in order to gain a financial     If We extend the cover under Your policy to include
   advantage to which You would not otherwise                any Pre-Existing Medical Conditions, We may charge
   be entitled;                                              an additional premium and a separate written
   then We:                                                  endorsement will be sent to You. This will confirm the
   • will not pay any part of the claim                      new terms under which cover is provided and must be
                                                             produced should You make a claim, so please keep it in
   • will at Our option cancel Your policy                   a safe place.
   • will not return any fees and/or premiums paid           We reserve the right not to extend the cover under
   • will inform the Police and criminal proceedings         Your policy.
     may follow.                                             You must prevent loss, theft or damage.
Conditions which apply to Your policy.                       All persons covered by Your policy must take all
These are some of the conditions You must keep to as         reasonable steps to prevent loss, theft or damage to
Your part of the contract. The others are shown in the       everything covered under Your policy.
‘Exclusions and conditions’ section. If You do not keep to   Failure to take reasonable steps to prevent loss, theft
these conditions, We may decline Your claim.                 or damage will result in a deduction from any claim
You must declare all medical conditions.                     payment, or may result in Your claim being declined
                                                             in full.
Your policy excludes any Pre-Existing Medical
Conditions that exist either when You open Your              Hazardous activities.
Ultimate Reward Current Account or when booking Your         We provide cover for most activities provided the
Trip. To make sure Your policy fully covers You for Your     activity is an incidental part of a normal Trip.
Trip, it is important You tell Us when You open Your
Ultimate Reward Current Account or when booking a            Please be aware that the following activities are NOT
Trip about any medical condition affecting the health of     covered in any circumstances:
the people travelling, or a Relative or Colleague upon       • Air travel, other than as a passenger in a fully licensed
whose state of health a decision by You to cancel or cut       passenger carrying aircraft, but not as a pilot or
short a Trip may depend. We will assess the condition          co-pilot, nor for the purpose of engaging in any trade
and confirm whether Your policy can be extended to             or technical operation therein
cover claims for that particular condition.                  • any sport as a professional
Please call the Customer Helpline listed in the              • any team sport where the main purpose of the Trip is
‘Important telephone numbers’ section if You or any            to participate in that sport
member of Your Family:
                                                             • Base jumping
Have during the last year:
                                                             • Boxing, wrestling or martial arts
• stayed in hospital, had surgery or seen a Specialist
  or Consultant                                              • Bullfighting and bull running
• had, or are waiting for, any medical or blood tests        • Bungee jumping
• been prescribed medication for the treatment of a          • Driving a car, van or lorry or similar form of motorised
  blood pressure problem and/or diabetes.                      transport unless You have the appropriate licence to
                                                               do so
Have ever:
                                                             • Hang gliding
• had a stroke, heart attack or a heart related condition
  including angina                                           • High diving and cliff diving
                                                             • Horse racing, eventing, hunting on horseback, polo,
                                                               show jumping, endurance riding or rodeo



37 Bank account conditions
• Jet skiing                                                • Your policy automatically extends to provide cover
• Motor racing, motorcycle racing or sidecar racing           if You are unable to return Home by the end of the
                                                              Insurance Period due to the death, injury or illness of
• Mountaineering, cliff or rock climbing using ropes          You or a Public Transport delay
  or guides
                                                            • the maximum age for Winter Sports cover is 64 years
• Paid or voluntary manual work
                                                            • Winter Sports cover is provided up to a maximum of
• Parachuting                                                 24 days in total in any one calendar year
• Parapenting, paraponting, parasailing and                 • Multi Trip cover is not valid for Trips taken within
  parascending (if unsupervised or over land)                 the UK, except when You have pre-booked
• Potholing or caving                                         accommodation for a minimum of 3 days
• Quad biking                                               • Your unmarried dependent children are only
                                                              covered when travelling with an adult covered
• Racing in motor boats
                                                              under Your policy.
• Riding motorcycles or mopeds, unless You are wearing
  a crash helmet and the person in control of the           Making a claim.
  motorcycle or moped is in possession of a valid full UK
  motorcycle driving licence permitting the riding of
                                                            How to make a claim for any
  that class of motorcycle or moped                         of the following:
• Scuba diving unless You are a qualified diver or a        For all claims follow these simple steps:
  qualified instructor accompanies You, no cover            1. Find the relevant section listed below and ensure
  applies for a depth greater than 30 metres or if You         that You have all the claims evidence We require.
  dive unaccompanied                                           All claims evidence must be supplied at Your own
• Ski racing, ski jumping, off piste skiing unless             expense in its original form
  accompanied by a qualified guide or instructor,           2. Telephone the Customer Helpline listed in the
  heli-skiing, ice hockey, bobsleighing, the use of            ‘Important telephone numbers’ section as soon as
  skeletons, toboggans or luges, freestyle skiing,             reasonably possible with Your Ultimate Reward
  competitive skiing                                           Current Account number and Your branch sort code.
• Sky diving or sky surfing                                 Please remember to keep copies of all correspondence
• Trekking unless You are walking on designated paths       You send to Us for Your future reference.
  and not using specialist equipment                        Section 1: Medical Emergency and Repatriation
• Water skiing                                              Expenses.
• White water rafting                                       Section 2: Cancellation/Cutting Short Your Trip.
• Yacht racing, ocean going racing or sailing in            To make a claim under these sections of Your policy You
  international waters.                                     or anyone on Your behalf must contact the Emergency
                                                            Medical Assistance Helpline (see the ‘Important
Please telephone the Customer Helpline shown in the         telephone numbers’ section) as soon as possible, but
‘Important telephone numbers’ section if You are            within 48 hours of the event, to authorise any expenses.
unsure as to whether Your intended activity is covered
by Your policy.                                             If You fail to contact Us prior to treatment We cannot
                                                            guarantee direct payment to the medical provider.
Important conditions applying to Your policy:
                                                            To make a claim under this section of Your policy You
• the maximum age for cover under Your policy is            must provide Us with:
  70 years old
                                                            • Tour Operator’s booking invoice or other evidence of
• the maximum duration for any one Trip is 31 days.           Your Trip; and
  We do not provide cover for Trips exceeding 31 days.
                                                            • Hospital, doctor, dentist, pharmacist receipts and all
• Your policy covers only persons permanently resident        receipts for additional expenses; and
  in the UK
                                                            • copy of Your European Health Insurance Card (EHIC)
• Your policy is only valid on Trips commencing from
  and returning to the UK




                                                                                        Bank account conditions 38
• Tour Operator’s cancellation invoice or unused flight     • confirmation from the Police (if involved) of the
  tickets; or                                                 circumstances giving rise to the claim.
• written confirmation that no refund is available in       Section 6: Loss of Important Documents.
  respect of privately booked accommodation and             To make a claim under this section of Your policy You
  evidence of payment for that accommodation; and           must provide Us with:
• confirmation from a medical practitioner that You or      • Tour Operator’s booking invoice or other evidence of
  Your travelling companion are not fit to travel; or         Your Trip; and
• confirmation from the Clerk of the Courts office that     • original Police report, obtained within 24 hours of the
  You are required for Jury Service; or                       incident; and
• confirmation from Your employer/Your partner’s            • original receipts for obtaining temporary documents.
  employer/Your travelling companion’s employer of
  Redundancy and period of employment or leave              Section 7: Legal Advice and Expenses.
  cancelled; or                                             To make a claim under this section of Your policy You
• confirmation from a relevant authority that You have      must telephone the legal assistance number listed in
  been instructed to stay at/return Home; or                the ‘Important telephone numbers’ section.
• a copy of a death certificate, where appropriate.         Section 8: Mugging Benefit.
Section 3: Personal Accident.                               Section 9: Personal Baggage/Delayed Baggage.
To make a claim under this section of Your policy You       Section 10: Personal Money.
must provide Us with:                                       Section 11: Winter Sports.
• Tour Operator’s booking invoice or other evidence of      Section 12: Golf Cover.
  Your Trip; and
                                                            To make a claim under any of these sections of Your
• detailed medical report from Your consultant; or          policy You must provide Us with:
• a copy of a death certificate, where appropriate.         • Tour Operator’s booking invoice or other evidence of
Section 4: Personal Liability.                                Your Trip; and
To make a claim under this section of Your policy You       • original Police report, obtained within 24 hours of the
must provide Us with:                                         incident; or
• Tour Operator’s booking invoice or other evidence of      • courier’s report/Property Irregularity Report (PIR)
  Your Trip; and                                              from the carrier (this must be obtained immediately
                                                              You are aware of an incident); and
• any claim form, summons, or other legal document
  as soon as You receive them; and                          • proof of purchase (for example, original receipts,
                                                              valuations issued prior to the loss, cash withdrawal
• any reasonable information or help We need to deal          slips and credit/debit card statements etc.); and
  with the case and Your claim.
                                                            • written estimate for the cost of repair or written
Please note You must not negotiate, pay, settle, admit or     confirmation that the item is damaged beyond repair,
deny any claim without Our written agreement.                 where appropriate; and
Section 5: Travel Delay/Missed Departure.                   • Household Contents policy details (please note this
To make a claim under this section of Your policy You         will NOT affect Your Household Insurance premium or
must provide Us with:                                         No Claims Discount); and
• Tour Operator’s booking invoice or other evidence of      • a report from the resort manager or Tour Operator
  Your Trip; and                                              confirming piste closure, where applicable; and
• confirmation from the carrier of the reason and           • details of the length of Your stay in hospital, where
  duration of Your delay; or                                  applicable.
• confirmation from a garage/motoring organisation          Further to the claims evidence listed, You may be
  that breakdown assistance was provided; or                asked to provide additional information to
                                                            substantiate Your claim.
• confirmation of the delay to Public Transport from the
  company involved; or




39 Bank account conditions
Policy limits and excesses.

 Section                                      We will pay you up to                               Excess (per
                                                                                                  insured person)

 Medical Emergency and                        £10,000,000                                         £50
 Repatriation Expenses

  • Emergency Dental Treatment                £500                                                £50

  • Hospital Benefits                         £1,000 (£50 per day)                                Nil

  • Meal Expenses Benefit                     £10 per day                                         Nil

 Cancellation                                 £5,000                                              £50

 Cutting Short Your Trip                      £5,000                                              £50

 Personal Accident

  • Permanent Total Disablement               £25,000 (£2,500 if under 16 or over 64)             Nil

  • Death                                     £10,000 (£2,500 if under 16 or over 64)             Nil

 Personal Liability                           £2,000,000                                          £50

 Travel Delay                                 £250 (£30 for the first 12 hours and £20            Nil
                                              for every subsequent 12 hours after that)

 Missed Departure                             £1,000                                              Nil

 Loss of Important Documents                  £600                                                £50

 Legal Advice and Expenses                    £25,000                                             £250

 Mugging Benefit                              £1,000 (£50 per day)                                Nil

 Personal Baggage                             £1,500                                              £50

  • Single Article, Pair or Set of Articles   £300                                                £50

  • Valuables                                 £500                                                £50

  • Delayed Baggage                           £200                                                Nil

 Personal Money                               £500                                                £50

  • Cash                                      £300 (£50 if under 16)                              £50




                                                                                        Bank account conditions 40
Policy limits and excesses (continued).

 Section                                       We will pay you up to                              Excess (per
                                                                                                  insured person)

 Winter Sports

  • Winter Sports Equipment                    £500 (£100 if hired)                               £50

  • Ski Hire                                   £300 (£20 per day)                                 Nil

  • Ski Pack                                   £400 (£200 per week)                               Nil

  • Piste Closure                              £300 (£30 per day)                                 Nil

 Golf Cover

  • Golf Equipment                             £1,000                                             £50

  • Single Article                             £300                                               £50

  • Golf Equipment Hire                        £400 (£50 per day)                                 Nil

  • Green Fees                                 £200 (£40 per day)                                 Nil



Section 1: Medical Emergency                               We will pay You up to £10,000,000:

and Repatriation Expenses.                                 • if You go into hospital or require any medical
                                                             assistance; and/or
This section of Your policy explains the cover We
provide for medical emergency and repatriation             • if You have to return Home early or extend Your Trip;
expenses whilst on Your Trip. Words with special             or
meanings are printed in bold type and can be found         • for reasonable and necessary funeral expenses
in the ‘Words with special meanings’ section.                abroad; or
What IS covered:                                           • for transporting Your body or ashes back to
1. Reasonable and necessary medical and hospital             Your Home.
   expenses, including the cost of the rescue service      We will pay You up to £500 if:
   to take You to hospital; and
                                                           • You require emergency dental treatment for the
2. Returning You to the UK provided this is authorised       immediate relief of pain.
   by Us or the Emergency Medical Assistance
                                                           We will pay You £50 per day (up to a maximum of
   Helpline; and
                                                           £1,000) as a:
3. Reasonable travel and room only accommodation
                                                           • benefit for every complete 24 hour period You are in
   expenses for a travelling companion or resident in
                                                             hospital or confined to Your Trip accommodation.
   the UK to stay with You and travel Home with You if
   this is authorised by Us or the Emergency Medical       We will pay You £10 for every 24 hour period:
   Assistance Helpline; and                                • towards meal expenses for the nominated person who
4. Funeral expenses abroad or the cost of transporting       stays/travels with You.
   Your body or ashes to Your Home.                        Please note We may instruct You to return Home if Our
                                                           medical advisers and the medical practitioner treating
                                                           You decide that You are fit to travel.




41 Bank account conditions
What IS NOT covered:                                          • any expenses that arise after 12 months of treatment
•	 	 he Excess
   t                                                          • any costs arising from Your pregnancy or childbirth if
• any claim as a result of a Pre-Existing Medical               the expected date of delivery is less than 12 weeks
  Condition that exists either at the time You open the         (16 weeks for a multiple pregnancy) after the end of
  Ultimate Reward Current Account or at the time of             Your Trip
  booking Your Trip (unless terms were agreed in              • anything specifically excluded in the General
  writing by Us)                                                exclusions section of Your policy under ‘Exclusions
• the cost of any treatment or surgery (including               and conditions’.
  exploratory tests) in the UK (except for Trips to the       Section 2: Cancellation/Cutting Short Your Trip.
  Channel Islands, where NHS treatment is not available)
                                                              This section of Your policy explains the cover We
• the cost of any medication or drugs which at the start      provide if You cancel or cut short Your Trip. Words with
  of Your Trip You know You will need                         special meanings are printed in bold type and can be
• the cost of any treatment or surgery (including             found in the ‘Words with special meanings’ section.
  exploratory tests) which is not directly related to the     Please note Cancellation cover terminates at the start of
  illness or injury for which You went into a hospital or     Your Trip.
  clinic abroad
                                                              What IS covered:
• any extra costs as a result of You arranging single or
  private room accommodation at a hospital, clinic or         1. Unused non-refundable pre-booked travel and
  nursing home, except where this is necessary for Your          accommodation expenses which You have paid
  treatment and approved by the Emergency Medical                or are contracted to pay; and
  Assistance Helpline in advance                              2. Unused non-refundable pre-booked excursions
• any provision of dentures, false limbs, hearing aids,          which You have paid or are contracted to pay; and
  contact or corneal lenses or prescription spectacles        3. Reasonable additional travel and accommodation
• any in-patient, hospital, clinic or repatriation expenses      expenses which You incur returning to the UK which
  in excess of £500 which have not been reported to and          on medical advice is necessary and unavoidable as a
  authorised by the Emergency Medical Assistance                 result of bullet point 1 below.
  Helpline in advance                                         Please note if You are cutting short Your Trip, payments
• the cost of any treatment, surgery (including               will be calculated on a pro-rata basis taking into
  exploratory tests), cosmetic or elective surgery which,     consideration unused accommodation and excursions.
  in the opinion of the medical practitioner treating You     We will pay You up to £5,000 for Your share of the cost
  or the Emergency Medical Assistance Helpline can            of Your Trip as a result of:
  reasonably be delayed until You return Home                 • the death, injury or illness, as certified by a medical
• any taxi fares or other transport costs incurred in           practitioner, of You, Your Relative or Colleague or
  obtaining medical treatment, unless the taxi was used         travelling companion or a friend or Relative with
  for emergency ambulance purposes only                         whom You had arranged to stay; or
• any food, drinks, toiletries and faxes or phone calls       • Your attendance at a court of law as a witness or
  other than to the Emergency Medical Assistance                for Jury Service where postponement of the Jury
  Helpline telling them about the problem and for which         Service has been denied by the Clerk of the Courts
  You can provide a receipt or other evidence to show           Office; or
  the cost of the call and the number dialled                 • You or Your travelling companion is a member of the
• any expenses that arise after We have instructed              Armed Forces, Police, Ambulance, Fire or Nursing
  You to return Home if Our medical advisers and the            Service and authorised leave is cancelled due to an
  medical practitioner treating You decide You are fit          unexpected emergency or a posting overseas at the
  to travel                                                     time of Your Trip; or




                                                                                          Bank account conditions 42
• You or Your travelling companion are instructed to           • any claim as a result of Your disinclination to travel or
  stay at Home (within 14 days of Your departure date)           personal or financial circumstances (other than You
  or return Home by a relevant authority due to severe           being made Redundant)
  damage to Your Home or place of business in the UK           • any loss in respect of Air Passenger Duty (this can
  caused by serious fire, explosion, storm, flood,               be reclaimed by You through Your travel agent or
  subsidence or burglary; or                                     airline) or credit card charges
• the Foreign & Commonwealth Office (FCO) declaring            • any claim as a result of the death, injury or illness of
  either of the following:                                       any person if their specific medical condition was
 i)   Your compulsory quarantine preventing You                  known on or before the date Your Ultimate Reward
      from travelling                                            Current Account is opened or on or before the date
 ii) Your destination is unsafe to visit and they advise         You booked Your Trip, whichever is later
     against all travel; or                                    • any claim as a result of Your late arrival at the airport,
• Your Redundancy or that of Your travelling companion           port or station after check-in or booking-in time
  or Your spouse (including a civil partner or                 • any claim as a result of the operation of law or any
  co-habitee); or                                                unlawful or criminal proceedings of anyone on whom
• Your cancellation of the Trip as a result of a Travel          the Trip depends, other than attendance as a witness
  Delay (Section 5) where the delay is in excess of              at a Court of Law
  12 hours from the first international departure time         • any claim as a result of strike, industrial action, delays
  specified in Your official itinerary.                          or disruptions if the situation exists, or is publicly
Please note We may instruct You to return Home if Our            declared on or before the date Your Ultimate Reward
medical advisers and the medical practitioner treating           Current Account is opened or on or before the date
You decide that You are fit to travel.                           You booked Your Trip, whichever is later

What IS NOT covered:                                           • any additional travel and accommodation expenses
                                                                 incurred that are not considered necessary or
• the Excess                                                     authorised by the Emergency Medical Assistance
• any claim as a result of a Pre-Existing Medical                Helpline in advance
  Condition that exists either at the time You open the        • any loss of enjoyment of the Trip however caused
  Ultimate Reward Current Account or at the time of
  booking Your Trip (unless terms were agreed in               • any unused or refundable portion of Your original
  writing by Us)                                                 travel ticket where repatriation has been made

• any claim as a result of Your decision to cancel/cut short   • any claim as a result of Your failure to have a pre-paid
  Your Trip for reasons other than those listed within this      return ticket to the UK at the start of Your Trip unless
  section                                                        otherwise agreed by Us in writing

• any additional expenses resulting from You not               • any costs arising from Your pregnancy or childbirth
  cancelling or cutting short Your Trip as soon as               if the expected date of delivery is less than 12 weeks
  reasonably possible                                            (16 weeks for a multiple pregnancy) after the end of
                                                                 Your Trip
• any claim as a result of Your failure to have the
  required passport or visa                                    • anything specifically excluded in the General
                                                                 exclusions section of Your policy under ‘Exclusions
• any claim as a result of the failure in provision of any       and conditions’.
  service connected with Your Trip including error,
  omission, financial failure, or default of, or by the        Please note You cannot claim under both this section
  provider of, any service, travel agent, tour operator or     and Section 5: Travel Delay/Missed Departure for the
  organiser through whom You booked the Trip                   same event or series of events.

• any claim as a result of death or illness of any pet or
  animals, with exception of guide dogs




43 Bank account conditions
Section 3: Personal Accident.                              Section 4: Personal Liability.
This section of Your policy explains the cover We          This section of Your policy explains the cover We
provide for a personal Accident whilst on Your             provide for personal liability whilst on Your Trip. Words
Trip. Words with special meanings are printed in           with special meanings are printed in bold type and can
bold type and can be found in the ‘Words with              be found in the ‘Words with special meanings’ section.
special meanings’ section.                                 What IS covered:
What IS covered:                                           1. Injury, illness, death or disease to another person
1. Permanent Total Disablement as a result of an              that You cause; and
   Accident; or                                            2. Loss of or damage to another person’s property
2. Permanent loss of or loss of use of one or more limbs      that You cause.
   as a result of an Accident; or                          We will pay You up to £2,000,000 for:
3. Permanent and complete loss of all sight in one or      • legal costs and expenses You become legally liable
   both eyes as a result of an Accident; or                  to pay as compensation for any incident or series of
4. Death as a result of an Accident.                         incidents; and
We will pay You £25,000 (limited to £2,500 if You are      • Your costs and expenses that We have agreed in
under the age of 16 years or over the age of 64 years at     writing.
the time of the Accident) for Your:                        Please note Our total liability under this section
• Permanent Total Disablement as a result of an            for any one incident or series of incidents shall not
  Accident; or                                             exceed £2,000,000.
• permanent loss of or loss of use of one or more limbs    You must send Us any claim form, summons or other
  as a result of an Accident; or                           legal documents as soon as You receive them. You must
• permanent and complete loss of all sight in one or       also give Us any information and help We need to deal
  both eyes as a result of an Accident.                    with the case and Your claim. You must not negotiate,
                                                           pay, settle, admit or deny any claim without Our written
We will pay Your legal personal representative(s)          agreement.
£10,000 (limited to £2,500 if You are under the age of
16 years or over the age of 64 years at the time of the    What IS NOT covered:
Accident) for Your:                                        • the Excess
• death as a result of an Accident.                        • any claim as a result of a business Trip within the UK
Please note the maximum amount of all benefits We will       unless You are travelling as a fare paying passenger
pay under this section for one or more Accidents             on Public Transport
sustained by You shall not exceed £25,000.                 • any claim arising directly or indirectly for any liability
What IS NOT covered:                                         for injury, illness, death or disease to another person
                                                             or loss of or damage to another person’s property:
• any claim which does not occur within 12 months
  of the Accident                                            a) where indemnity is provided under any other
                                                                insurance
• any claim as a result of a business Trip within the UK
  unless You are travelling as a fare paying passenger       b) which is suffered by anyone who is under a
  on Public Transport                                           contract of service with You or any member of
                                                                Your Family and is caused by the work You employ
• anything specifically excluded in the General                 them to do
  exclusions section of Your policy under ‘Exclusions
  and conditions’.                                           c) which is caused by any deliberate, unlawful,
                                                                malicious or willful act or omission by You




                                                                                        Bank account conditions 44
 d) which is made against You by a Relative                  We will pay You £20 (up to a maximum of £250) as a:
 e) which is caused by Your ownership, care, custody         • benefit for every complete 12 hour delay after that; or
    or control of any animal                                 We will pay You up to £5,000 to:
 f)    which falls on You by agreement and would not         • refund Your share of the cost of Your Trip as a result of
       have done if such agreement did not exist               point 2 above (under Section 2: Cancellation/Cutting
 g) which is caused by Your employment, profession             Short Your Trip); or
    or business or that of any member of Your Family         We will pay You up to £1,000 for:
 h) which is subject to any criminal proceedings             • Your reasonable and necessary extra travel and
 i)    which is due to Your ownership, possession or use       accommodation expenses (room only) to allow You to
       of vehicles, aircraft, watercraft, firearms or          get to Your Trip destination or to return Home as a
       explosive devices                                       result of point 3 opposite.
 j)    which is caused by Your ownership or occupation       Please note for residents of the Channel Islands,
       of land or buildings (other than occupation only of   Northern Ireland and Isle of Man, cover will also be
       any temporary residence, with the exception of        provided for the cost of a flight or sea vessel journey
       time-share)                                           interconnecting with the last flight or sea vessel journey
• anything specifically excluded in the General              from the international departure point from
  exclusions section of Your policy under ‘Exclusions        or to mainland UK or other European terminal.
  and conditions’.                                           What IS NOT covered:

Section 5: Travel Delay/Missed Departure.                    • any Trips within the UK (except for Trips to the
                                                               Channel Islands)
This section of Your policy explains the cover We
provide for travel delay or missed departure whilst on       • any claim unless You have written confirmation from the
Your Trip. Words with special meanings are printed in          carrier or their handling agents detailing the reason for
bold type and can be found in the ‘Words with special          the delay, the scheduled departure time and the actual
meanings’ section.                                             departure time
What IS covered:                                             • any additional expenses incurred as a result of a delay
                                                               to Your original scheduled departure time
1. A delay resulting in You departing at least 12 hours
   after Your original scheduled departure time; and         • any claim where the carrier or their handling agents
                                                               provide alternative transport which departs within
2. Abandonment of Your Trip following a 12 hour delay          12 hours of the original scheduled departure time
   at Your first international departure point in the UK;
   and                                                       • any claim as a result of the airline over booking
                                                               Your flight
3. Arriving too late (as shown on Your ticket) to board
   Your booked transport at Your last departure point        • any claim as a result of strike or industrial action,
   from the UK or Your last departure point for Your           delays or disruptions arising from weather conditions
   return to the UK as a result of:                            which had started or were publicly declared on or
                                                               before the date Your Ultimate Reward Current
      a) Public Transport services failing to get You to       Account is opened or on or before the date You
         Your departure point due to strike, industrial        booked Your Trip, whichever is later
         action, adverse weather conditions, mechanical
         failure or direct involvement in an Accident; or    • any claim as a result of Your failure to check-in at Your
                                                               departure point by the time shown on Your travel
      b) the private motor vehicle in which You are            itinerary except in those circumstances outlined in
         travelling being directly involved in an Accident     point 3 opposite
         or breaking down.
                                                             • any claim as a result of heavy traffic, road closures or
We will pay You £30 as a:                                      an Accident that You are not directly involved in
• benefit for the first complete 12 hours of Your delay,     • any claim as a result of Your failure to allow sufficient
  then                                                         time for the Public Transport to arrive on schedule
                                                               and deliver You to Your departure point




45 Bank account conditions
• any claim as a result of Your private motor vehicle in       • any claim for the loss of Your driving licence or
  which You are travelling not having been properly              travel documents not reported to the Police within
  serviced and maintained, in the event of vehicle               24 hours of discovery and a written report is not
  breakdown                                                      obtained from them
• anything specifically excluded in the General                • any claim for loss or damage arising from confiscation
  exclusions section of Your policy under ‘Exclusions            or detention by Customs or other officials
  and conditions’.                                             • anything specifically excluded in the General
Section 6: Loss of Important Documents.                          exclusions section of Your policy under ‘Exclusions
                                                                 and conditions’.
This section of Your policy explains the cover We
provide for lost or stolen important documents                 Section 7: Legal Advice and Expenses.
whilst on Your Trip. Words with special meanings               This section of Your policy explains the cover We
are printed in bold type and can be found in the               provide for legal advice and expenses whilst on Your
‘Words with special meanings’ section.                         Trip. Words with special meaning are printed in bold
What IS covered:                                               type and can be found in the ‘Words with special
1. Loss or theft of Your passport; and                         meanings’ section and below.

2. Loss or theft of Your driving licence; and                  Legal Advice and Expenses words with
                                                               special meanings.
3. Loss or theft of Your travel documents.
                                                               The words set out below only apply to this section
We will pay You up to £600 for:                                of the policy:
• a temporary replacement passport whilst on                   Costs and Expenses.
  Your Trip; and
                                                               a) legal costs — All reasonable and necessary
• a replacement passport when You are back in the UK;             costs chargeable by the Representative on a
  and                                                             standard basis
• the replacement or restoration of Your driving licence       b) opponents’ costs —Costs incurred by opponents in
  and travel documents listed above; and                          civil cases if You have been ordered to pay them,
• Your reasonable travel and accommodation expenses               or pay them with Our agreement.
  in obtaining replacement documents whilst on                 Date of Occurrence.
  Your Trip.
                                                               The date of the event which may lead to a claim. If there is
What IS NOT covered:                                           more than one event arising at different times from the
• the Excess                                                   same cause, the Date of Occurrence is the date of the
                                                               first of these events.
• any claim for the loss or theft of items that are not kept
  on Your person or not deposited in a safe or safety          Representative.
  deposit box, or similar locked fixed receptacle in Your      The lawyer or other suitably qualified person who has
  Trip accommodation                                           been appointed by Us to act for You in accordance with
• any claim for items packed in suitcases or other similar     the terms of this section.
  Personal Baggage or in containers, which are out of          What IS covered:
  sight and out of personal control where You are not in
  a position to prevent unauthorised interference with         1. Reasonable and necessary Costs and Expenses to
  Your property                                                   claim against a third party who causes the death of
                                                                  or injury to You; and
• any claim for the loss of Your passport not reported
  to the Police and the Consular Representative of the         2. Confidential free legal advice over the phone on any
  relevant issuing country within 24 hours of discovery           personal legal problem, if the incident occurs in or
  and a written report is not obtained from them                  under the laws of the member countries of the
                                                                  European Union, the Isle of Man, the Channel
                                                                  Islands, Norway and Switzerland.




                                                                                           Bank account conditions 46
We will pay You up to £25,000 for:                              • any claim where the General conditions applying
• reasonable and necessary Costs and Expenses                     to Section 7: Legal Advice and Expenses have not
                                                                  been followed
We agree to provide the cover in this section as long as:
                                                                • anything specifically excluded in the General
• any legal proceedings will be dealt with by the court           exclusions section of Your policy under ‘Exclusions
  or other body which We agree to in the territorial limit;       and conditions’.
  and
                                                                General conditions applying to Section 7:
• for civil claims it is always more likely than not that You   Legal Advice and Expenses:
  will recover damages (or other legal remedy which We
  have agreed to) or make a successful defence.                 1. You must:

The most We will pay for all claims resulting from one or          a) take reasonable steps to keep any amount
more events arising from the same time or from the                    We have to pay as low as possible; and
same originating cause is £25,000.                                 b) send everything We ask for in writing; and
What IS NOT covered:                                               c) give Us full details in writing of any claim as
• the Excess                                                          soon as possible and give Us any information
                                                                      We need
• any claim as a result of death or injury which develops
  gradually or is not caused by an Accident                     2. a) We can take over and conduct in Your name any
                                                                      claim or legal proceedings at any time; and
• defending Your legal rights (however defending a
  counter-claim is covered)                                        b) We can negotiate any claim on Your behalf; and

• any claim reported to Us more than 180 days after You            c) You are free to choose a Representative
  should have known about the insured incident                        (by sending Us a suitably qualified person’s
                                                                      name and address) if:
• any fines, penalties, compensation or damages which
  You are ordered to pay by a court or other authority                  i)      We agree to start court proceedings
                                                                                and
• any claim as a result of an incident intentionally                            it becomes necessary for a lawyer to
  brought about by You                                                          represent Your interests in those
• any claim as a result of Your alleged dishonesty or                           proceedings; or
  alleged violent behaviour                                             ii)     there is a conflict of interest.
• any Costs and Expenses that are incurred where We                     We may choose not to accept Your choice,
  agree a contingency fee arrangement with the                          but only in exceptional circumstances.
  Representative not otherwise dealt with under                         If there is a disagreement over the choice of
  Section 7                                                             Representative in these circumstances, You may
• any claim as a result of You driving a motor vehicle for              choose another suitably qualified person.
  which You do not have valid motor insurance                      d) in all circumstances except those in 2 c) above,
• any claim against Us, the Insurer or their agents                   We are free to choose a Representative
• any Cost and Expenses incurred before Our written                e) any Representative will be appointed by Us to
  acceptance of the claim                                             represent You according to Our standard terms
                                                                      of appointment. The Representative must
• any claim as a result of written or verbal remarks which
                                                                      co-operate fully with Us at all times
  damage Your reputation
                                                                   f)   We will have direct contact with the
• any application for Judicial Review
                                                                        Representative
• any legal action that You take which We or the
                                                                   g) You must co-operate fully with Us and the
  Representative have not agreed to or where You do
                                                                      Representative and must keep Us up to date
  anything that hinders Us or the Representative
                                                                      with the progress of the claim
• any claim as a result of deep vein thrombosis or its
                                                                   h) You must give the Representative any
  symptoms that result from You travelling by air
                                                                      instructions that We require.
• any claim against a Relative




47 Bank account conditions
3. a) You must tell Us if anyone offers to settle a claim   Section 8: Mugging Benefit.
   b) If You do not accept a reasonable offer to settle     This section of Your policy explains the cover We
      a claim, We may refuse to pay further Costs           provide if You are hospitalised as a result of a mugging
      and Expenses                                          whilst on Your Trip. Words with special meanings are
   c) We may decide to pay You the amount of                printed in bold type and can be found in the ‘Words
      damages that You are claiming, or which is being      with special meanings’ section.
      claimed against You, instead of starting or           What IS covered:
      continuing legal proceedings.                         1. Your hospital admittance as a result of mugging.
4. a) You must tell the Representative to have Costs        We will pay You £50 (up to a maximum of £1,000) as a:
      and Expenses taxed, assessed or audited, if We
      ask for this                                          • benefit for every complete 24 hour period You are
                                                              in hospital.
   b) You must take every step to recover Costs and
      Expenses that We have to pay, and must pay Us         What IS NOT covered:
      any Costs and Expenses that are recovered.            • any claim if You do not obtain a Police report of the
5. If the Representative refuses to continue acting           mugging and confirmation of Your injuries and period
   for You with good reason or if You dismiss the             of in-patient treatment from the hospital
   Representative without good reason, the cover We         • anything specifically excluded in the General
   provide will end at once, unless We agree to appoint       exclusions section of Your policy under ‘Exclusions
   another Representative.                                    and conditions’.
6. If You settle a claim or withdraw it without Our
   agreement, or do not give suitable instructions to a     Section 9: Personal Baggage/Delayed Baggage.
   Representative, the cover We provide will end at         This section of Your policy explains the cover We
   once and We will be entitled to reclaim any Costs        provide for Your Personal Baggage and delayed
   and Expenses We have paid.                               baggage whilst on Your Trip. Words with special
                                                            meanings are printed in bold type and can be found
7. If We and You disagree about the choice of               in the ‘Words with special meanings’ section.
   Representative, or about the handling of a claim,
   We and You can choose another suitably qualified         What IS covered:
   person to decide the matter. Both parties must           1. Loss or theft of or damage to Your Personal
   agree to the choice of this person in writing. Failing      Baggage; and
   this, We will ask the president of a relevant national
                                                            2. Your Personal Baggage being mislaid on Your
   law society to choose a suitably qualified person.
                                                               outward journey for more than 12 hours from the
   All costs of resolving the disagreement must be paid        time You arrive at Your Trip destination.
   by the party whose argument is rejected.
                                                            We will pay You up to £1,500 to:
8. We may, at Our discretion, require You to obtain,
                                                            • replace, reinstate or repair Your Personal Baggage.
   at Your expense, an opinion from a lawyer or other
   suitably qualified person chosen by You and Us, as       Claims will be considered on a new for old basis
   to the merits of a claim or proceedings. If the chosen   provided the item is less than 2 years old at the date of
   person’s opinion indicates that it is more likely than   the incident and You are able to provide the original
   not that You will recover damages (or obtain any         purchase receipt. All other items will be subject to a
   other legal remedy that We have agreed to) or make       suitable deduction for wear and tear and depreciation
   a successful defence, We will pay the cost of            or We may at Our option replace, reinstate or repair the
   obtaining the opinion.                                   lost, stolen or damaged Personal Baggage. Please note
                                                            We may not pay Your claim if You are unable to provide
9. We will not pay any claim covered under any other
                                                            any original receipts, proofs of purchase or insurance
   policy, or any claim that would have been covered
                                                            valuations (issued before the loss, theft or damage).
   by any other policy if this policy did not exist.
                                                            You must retain all damaged items for inspection,
10. All Acts of Parliament mentioned in Your policy         if required.
    include equivalent laws in Scotland, Northern
    Ireland, the Isle of Man and the Channel Islands as
    the case may be.




                                                                                      Bank account conditions 48
We will pay You up to £200 to:                             • any loss or theft of Your Personal Baggage or
• purchase essential toiletries, medication and clothing     Valuables from an unattended vehicle unless between
  (in the event of point 2 above).                           the hours of 09:00 and 21:00 and locked in the boot,
                                                             covered luggage area or locked glove compartment
You must keep all receipts for essential purchases made      and following physical evidence of forcible entry and
and any amount paid will be deducted from the final          reported to the Police within 24 hours of discovery
claim settlement under this section if the items are         and a written report is obtained from them
permanently lost.
                                                           • any loss of or damage to Your Valuables (other than
What IS NOT covered:                                         wedding rings) while You are swimming
• the Excess                                               • any loss or theft of Your Personal Baggage left in the
• any claim over £300 for one article, pair or set of        custody of a person who does not have official
  articles which are complementary or used or worn           responsibility for the safekeeping of the property
  together                                                 • any delayed baggage claim without a proof
• any claim over £500 in total for Valuables                 of purchase
• any loss or theft of Your Personal Baggage that You do   • anything specifically excluded in the General
  not report to the Police within 24 hours of discovery      exclusions section of Your policy under ‘Exclusions
  and for which You do not get a written report              and conditions’.
  from them
                                                           Section 10: Personal Money.
• any loss or theft of or damage to Your Personal
                                                           This section of Your policy explains the cover
  Baggage whilst in the custody of an airline or
                                                           We provide for Your Personal Money whilst on
  other carrier unless You report it immediately on
                                                           Your Trip. Words with special meanings are printed
  discovery to the carrier and get a written report.
                                                           in bold type and can be found in the ‘Words with special
  In the case of an airline You will need a Property
                                                           meanings’ section.
  Irregularity Report (PIR)
                                                           What IS covered:
• any Winter Sports Equipment (this is covered under
  the Winter Sports section)                               1. Loss or theft of Your Personal Money
• any Golf Equipment (this is covered under the Golf       We will pay You up to £500 to:
  Cover section)                                           • reimburse Your Personal Money
• any loss or theft of or damage to fragile articles,      We agree to provide the cover in this section as
  contact or corneal lenses, spectacles, prescription      long as:
  sunglasses, bicycles or business goods or samples
                                                           • You have taken reasonable care in protecting Your
• any loss or theft of or damage to sports equipment         Personal Money and documents against loss, theft or
  whilst in use                                              damage; and
• any loss of or damage to Your Personal Baggage           • You have notified the Police within 24 hours of
  caused by normal wear and tear, gradual deterioration      discovery and obtained a written report from them
  or mechanical or electrical breakdown, decay, moth,        and enclose this with Your claim form.
  vermin, atmospheric or climatic conditions
                                                           What IS NOT covered:
• any loss or theft of Your Personal Baggage left
  out of sight and out of personal control in public       • the Excess
  places where You are not in a position to prevent        • any claim over £300 (£50 in respect of children under
  unauthorised interference with Your property, for          the age of 16 years) for cash
  example, station, airport, restaurant, beach, etc.       • any loss or theft of Your Personal Money that is not
• any loss or theft of or damage to Your Valuables           on Your person or not deposited in a safe or safety
  unless they are at all times attended by You, or left      deposit box, or similar locked fixed receptacle in Your
  in hotel security, safety deposit box, safe or similar     Trip accommodation
  locked fixed receptacle




49 Bank account conditions
• any Personal Money packed in a suitcase or other          We will pay You up to £500 (£100 if Winter Sports
  similar Personal Baggage or in containers which           Equipment is hired) to:
  are out of sight and out of personal control where        • replace, reinstate or repair Your Winter Sports
  You are not in a position to prevent unauthorised           Equipment.
  interference with Your property
                                                            Claims will be considered on a new for old basis
• any loss or damage arising from confiscation or           provided the item is less than 2 years old at the date of
  detention by Customs or other officials                   the incident and You are able to provide the original
• any depreciation in value, currency changes or            purchase receipt. All other items will be subject to a
  shortage caused by any error or omission                  suitable deduction for wear and tear and depreciation
• anything specifically excluded in the General             or We may at Our option replace, reinstate or repair the
  exclusions section of Your policy under ‘Exclusions       lost, stolen or damaged Winter Sports Equipment.
  and Conditions’.                                          Please note We may not pay Your claim if You are unable
                                                            to provide any original receipts, proofs of purchase or
Section 11: Winter Sports.                                  insurance valuations (issued before the loss, theft or
This section of Your policy explains the cover              damage). You must retain all damaged items for
We provide for winter sports whilst on Your Trip.           inspection, if required.
Words with special meanings are printed in bold             We will pay You £20 per day (up to a maximum of £300)
type and can be found in the ‘Words with special            for:
meanings’ section.                                          • Your hire of Winter Sports Equipment in relation
Cover is provided under this section (up to a maximum         to points 2 and 3 above.
of 24 days in total in any one calendar year) whilst You    We will pay You up to £200 per 7 day period (up to a
are on a Trip which includes skiing, snowboarding, or       maximum of £400) to:
participating in any snow or ice activities including
off-piste skiing (provided You are accompanied by a         • reimburse You the proportionate value of any unused
qualified ski instructor who holds the appropriate            ski pack in relation to points 4 and 5 above.
liability insurance and that there are no avalanche         We will pay You £30 per day (up to a maximum of £300):
warnings current).
                                                            • as a benefit in relation to point 6 above; or
What IS covered:
                                                            • towards transportation costs to travel to an alternative
1. Loss or theft of or damage to Your Winter Sports           site in relation to point 6 above.
   Equipment; and
                                                            What IS NOT covered:
2. Your hire of Winter Sports Equipment if required as
                                                            • the Excess
   a result of point 1 above; and
                                                            • any claim as a result of participation in off-piste skiing
3. Your hire of Winter Sports Equipment if required as
                                                              whereby You are not accompanied by a qualified ski
   a result of the misdirection or delay on Your outward
                                                              instructor who holds the appropriate liability
   journey of Your Winter Sports Equipment for more
                                                              insurance
   than 12 hours; and
                                                            • any claim as a result of participation in winter sports
4. Reimbursement of any unused ski pack, ski hire or
                                                              activities when avalanche warnings are current
   tuition fees as a result of Your Accident or sickness;
   and                                                      • any claim as a result of participation in winter sports
                                                              activities undertaken in the UK and in Europe outside
5. Loss or theft of Your ski pass; and
                                                              the period from 15 December to 15 April in relation to
6. Piste closure, if You are unable to ski for a              point 6
   continuous period in excess of 12 hours as a
                                                            • any loss or theft of or damage to Your Winter Sports
   result of:
                                                              Equipment whilst in use
	 	 • lack of snowfall
                                                            • any loss of or damage to Your Winter Sports
	 	 • excessive snowfall                                      Equipment arising from confiscation or detention
	 	 • bad weather.                                            by Customs or other officials




                                                                                        Bank account conditions 50
• any loss of or damage to Your Winter Sports                 Section 12: Golf Cover.
  Equipment caused by normal wear and tear, gradual           This section of Your policy explains the cover We provide
  deterioration or mechanical or electrical breakdown,        for golf Trips. Words with special meanings are printed in
  decay, moth, vermin, atmospheric or climatic                bold type and can be found in the ‘Words with special
  conditions                                                  meanings’ section.
• any loss or theft of or damage to Your Winter Sports        What IS covered:
  Equipment whilst in the custody of an airline or other
  carrier unless You report it immediately on discovery       1. Loss or theft of or damage to Your Golf Equipment;
  to the carrier and get a written report. In the case of        and
  an airline You will need a Property Irregularity Report     2. The cost of hiring Golf Equipment; and
  (PIR)
                                                              3. The loss of pre-booked and non-refundable green
• any loss or theft of Your Winter Sports Equipment or ski       fees.
  pass that You do not report to the Police within 24 hours
                                                              We will pay You up to £1,000 to:
  of discovery and for which You do not get a written
  report from them                                            • replace, reinstate or repair Your Golf Equipment
                                                                which is lost, stolen or damaged.
• any loss or theft of Your Winter Sports Equipment
  or ski pass left out of sight and out of personal control   Claims will be considered on a new for old basis
  in public places where You are not in a position to         provided the item is less than 2 years old at the date of
  prevent unauthorised interference with Your property,       the incident and You are able to provide the original
  for example, station, airport, restaurant etc.              purchase receipt. All other items will be subject to a
                                                              suitable deduction for wear and tear and depreciation
• any loss or theft of Your Winter Sports Equipment or ski
                                                              or We may at Our option replace, reinstate or repair the
  pass from an unattended vehicle unless between the
                                                              lost, stolen or damaged Golf Equipment. Please note
  hours of 9am and 9pm whereby Your Winter Sports
                                                              We may not pay Your claim if You are unable to provide
  Equipment was secured within a purpose built and
                                                              any original receipts, proofs of purchase or insurance
  locked container fastened to the exterior of the vehicle
                                                              valuations (issued before the loss, theft or damage).
  and following physical evidence of forcible entry and
                                                              You must retain all damaged items for inspection,
  reported to the Police within 24 hours of discovery
                                                              if required.
  and a written report is obtained from them
                                                              We will pay You up to £50 per day (up to a maximum of
• any loss or theft of Your Winter Sports Equipment
                                                              £400) to:
  or ski pass left in the custody of a person who does
  not have official responsibility for the safekeeping        • cover the cost of hiring Golf Equipment in the event
  of the property                                               Your Golf Equipment is lost, stolen or delayed on Your
                                                                outward journey for over 12 hours from the time You
• any claim that is not confirmed as medically necessary
                                                                arrived at Your Trip destination
  by the Emergency Medical Assistance Helpline and
  where a medical certificate has not been obtained           You must keep all receipts for the hire of Golf
  from the attending medical practitioner confirming          Equipment and enclose them with Your claim form.
  that You are unable to ski and unable to use the ski        We will pay You up to £40 per day (up to a maximum
  pack facilities                                             of £200) for:
• any claim as a result of piste closure which is not         • the loss of pre-booked and non-refundable green fees
  substantiated by a report from the resort                     if the pre-booked course at Your Trip destination
  management or Your tour operator                              becomes unplayable due to adverse weather
• any claim as a result of piste closure which was known        conditions.
  to You on or before the date Your Ultimate Reward           What IS NOT covered:
  Current Account is opened or on or before the date
  You booked Your Trip, whichever is earlier                  • the Excess
• anything specifically excluded in the General               • any claim over £300 for any one article
  exclusions section of Your policy under ‘Exclusions         • any claim as a result of Your disinclination to play
  and conditions’.
                                                              • any loss or theft of or damage to Your Golf Equipment
                                                                whilst in use




51 Bank account conditions
• any loss or theft of Your Golf Equipment that              • provide all information and assistance that
  You do not report to the Police within 24 hours of           We may reasonably require at Your expense
  discovery and for which You do not get a written             (including, where necessary, medical certification
  report from them                                             and details of Your household insurance).
• any loss or theft of or damage to Your Golf Equipment   4. You must not admit liability for any event, or
  whilst in the custody of an airline or other carrier       offer to make any payment, without Our prior
  unless You report it immediately on discovery to           written consent.
  the carrier and get a written report. In the case of    5. The terms of Your policy can only be changed
  an airline You will need a Property Irregularity           if We agree. We may require You to pay an
  Report (PIR)                                               additional premium before making a change
• any loss of or damage to Your Golf Equipment caused        to Your policy.
  by normal wear and tear, gradual deterioration or       6. You must be registered with a UK General
  mechanical or electrical breakdown, decay, moth,           Practitioner and have Your main place of work
  vermin, atmospheric or climatic conditions                 in the UK.
• any loss or theft of Your Golf Equipment left out       7. You must start each Trip from Your Home or place of
  of sight and out of personal control in public             business in the UK and return to Your Home or place
  places where You are not in a position to prevent          of business in the UK at the end of each Trip, within
  unauthorised interference with Your property,              the permitted Trip Duration, unless otherwise
  for example, station, airport, clubhouse etc.              agreed by Us.
• any loss or theft of Your Golf Equipment from an        8. You agree that We can:
  unattended vehicle unless between the hours of 9am
  and 9pm and locked in the boot or covered luggage          • make Your policy void where any claim is found to
  area and following physical evidence of forcible             be fraudulent; and
  entry and reported to the Police within 24 hours of        • share information with other insurers to prevent
  discovery and a written report is obtained from them         fraudulent claims via a register of claims. A list
• any loss or theft of Your Golf Equipment left in the         of participants is available on request. Any
  custody of a person who does not have official               information You supply on a claim, together with
  responsibility for the safekeeping of the property           information You have supplied at inception of Your
                                                               policy and other information relating to a claim,
• anything specifically excluded in the General                may be provided to the register participants; and
  exclusions section of Your policy under ‘Exclusions
  and conditions’.                                           • take over and act in Your name in the defence or
                                                               settlement of any claim made under Your policy;
Exclusions and conditions.                                     and
General conditions applying to Your policy.                  • take proceedings in Your name but at Our expense
1. We may cancel Your policy at anytime by giving              to recover for Our benefit the amount of any
   You 30 days’ notice in writing to Your last                 payment made under Your policy; and
   known address.                                            • obtain information from Your medical records
2. We promise to act in good faith in all Our dealings         (with Your permission) for the purpose of dealing
   with You.                                                   with any cancellation or medical claims. No
                                                               personal information will be disclosed to any third
3. We may not pay Your claim if You do not:                    party without Your prior approval.
   • take all possible care to safeguard against          9. We will not pay You more than the amounts shown in
     Accident, injury, loss, damage or theft; and            the policy limits and excesses section per Trip.
   • give Us full details of any incident which may       10. You agree that We only have to pay a proportionate
     result in a claim under Your policy as soon as is        amount of any claim where there is another insurance
     reasonably possible; and                                 policy in force covering the same risk. You must give
   • pass on to Us every claim form, summons, legal           Us details of such other insurance.
     process, legal document or other communication
     in connection with the claim; and




                                                                                    Bank account conditions 52
General exclusions applying to Your policy.                   13. The misuse of alcohol or You being under the
Your policy does not cover You for any claim directly or          influence of alcohol or drugs (except those
indirectly resulting from any of the following:                   prescribed by Your registered medical practitioner,
                                                                  but not when prescribed for the treatment of
1. Any Pre-Existing Medical Condition (unless terms               drug addiction).
   are agreed in writing by Us).
                                                              14. Your suicide or attempted suicide or putting
2. Your failure to obtain any recommended vaccines,               yourself at risk unless You are attempting to save
   inoculations or medications prior to Your Trip.                a human life.
3. You travelling against the advice of a medical             15. Any dishonest, malicious or criminal act committed
   practitioner or for the purpose of having medical              by You or any person with whom You are in
   treatment on the Trip.                                         collusion, or insurance arranged in circumstances
4. You or Your travelling companion having received a             where a claim might reasonably be anticipated.
   terminal prognosis, unless in respect of Section 2:        16. You choosing to extend Your Trip beyond the
   Cancellation/Cutting Short Your Trip the terminal              permitted Trip Duration.
   prognosis was received after the date of booking
   the Trip.                                                  17. Claims, other than under Section 1: Medical
                                                                  Emergency and Repatriation Expenses and Section 3:
5. War, Terrorist Action (except under Section 3                  Personal Accident, for any actual or anticipated
   — Personal Accident), invasion, act of foreign enemy,          failure of any computer or electronic device, or
   hostilities (whether or not war has been declared),            component or system or embedded programming
   civil war, rebellion, military or usurped power, riot or       or software (whether or not belonging to You or in
   civil commotion, or if You have deliberately put               Your possession).
   yourself in danger. This exclusion does not apply for
   claims made under Section 1: Medical Emergency             18. Psychiatric disorders, depression, anxiety, stress
   and Repatriation Expenses.                                     or phobias.

6. A material fact that You fail to disclose to Us before     19. You working overseas in full time manual work,
   opening Your Ultimate Reward Current Account.                  electrical and construction work involving buildings
                                                                  in excess of two storeys, and any occupation
7. Any travel undertaken against Foreign &                        involving heavy lifting.
   Commonwealth Office (FCO) advice or where it is
   deemed unsafe for You to travel. If You are unsure         20. Any losses that are not directly associated with the
   please contact them on 0845 850 2829 or                        incident that caused You to claim. For example, loss
   www.fco.gov.uk/knowbeforeyougo                                 of earnings due to being unable to return to work
                                                                  following injury or illness happening while on a Trip
8. Ionising radiations or contamination by radioactivity          or the cost of replacing locks in the event that keys
   from any nuclear fuel or any nuclear waste from the            are lost while on a Trip.
   combustion of nuclear fuel, or the radioactive toxic
   explosive or other hazardous properties of any             21. Any amount recoverable from any other source.
   explosive nuclear machinery or parts.                      Complaints procedure.
9. Pressure waves caused by aircraft and other aerial         Although We aim to please, We want You to tell Us if You
   devices travelling at sonic or supersonic speeds.          have problems.
10. Confiscation or destruction of property by any            Action You can take.
    Customs, Government or other Authority of any
    country.                                                  First contact:

11. Engaging in hazardous activities which are not            Customer Services Department
    accepted in writing by Us.                                URCA Travel
                                                              1 Drake Circus
12. Wilfully self-inflicted injury or illness or solvent      Plymouth PL1 1QH
    abuse.




53 Bank account conditions
Or if it involves a claim:                                  Data Protection Notice.
The Claims Manager                                          Introduction.
URCA Travel Claims                                          Please make sure that You read and understand this
PO Box 1037                                                 Data Protection notice as it explains to You what We will
Oakleigh House                                              do with the information that You give Us. If You apply for
Cardiff CF11 1HU                                            Our products and/or services it is highly likely that We
If this does not settle the matter, You can write to:       will need both personal and sensitive data about
Customer Relations Office                                   Yourself and anyone else who is covered by the
FirstAssist Insurance Services                              application form in order to administer the insurance
1 Drake Circus                                              policy and any claims which may arise.
Plymouth PL1 1QH                                            You should show this notice to any other person
Telephone: 0845 071 9069                                    covered under Your insurance policy. If Your application
Fax: 01752 258564                                           includes other individuals We will assume that they
                                                            have given their consent to You for You to give their
If You are still not happy, contact the Financial           information to Us.
Ombudsman Service at:
                                                            Protection of your personal data.
Insurance Division
Financial Ombudsman Service                                 The security of Your personal information is very
South Quay Plaza                                            important to us and We are compliant with all current
183 Marsh Wall                                              data protection legislation. All personal information that
London E14 9SR                                              You supply to us either in respect of Yourself or other
United Kingdom                                              individuals in connection with Our products and/or
                                                            services will be treated in confidence by us and will
If You make a complaint, it will not affect Your right to   be held by us for the purpose of providing and
take legal action. A copy of Our detailed complaints        administering Our products and services. This may
procedures is available on request.                         involve the collection and processing of sensitive data
                                                            (as defined in the Data Protection Act 1998) and if
Important telephone numbers.                                You complete an application form for Our products
Customer helplines.                                         and/or services You will be giving Your consent to
You will need to have Your Ultimate Reward Current          such information being processed by us (which may
Account number and Your branch sort code available          include other companies within the FirstAssist Group)
whenever You contact any helpline.                          or Our agents.
Customer Helpline for claims, amendments or                 Your personal and sensitive data may also be shared
general information.                                        with the underwriter of Our insurance products. It may
08451 24 14 01                                              be necessary to pass Your personal and sensitive data
                                                            to other companies for processing on Our behalf. Some
Emergency Medical Assistance Helpline.                      of these companies may be based outside Europe in
+44(0) 208 763 4826 for all Trips.                          countries which may not have the laws to protect Your
                                                            personal data, but in all cases We will ensure that it is
Email contact: An online new case notification
                                                            kept securely and only used for the purposes for which it
form is available on the FirstAssist website
                                                            was provided.
www.firstassist.co.uk Click on Assistance Services
and then Claims information.                                Inaccurate data.
Legal assistance.                                           If You believe that We are holding inaccurate information
                                                            about You, please contact the team responsible for
0870 850 4840
                                                            administering Your policy and they will be happy to
from overseas: +44(0) 1455 255 136
                                                            correct any errors.
FSA consumer helpline.
                                                            Telephone calls.
0845 606 1234
                                                            Please note that for Our mutual protection telephone
                                                            calls to FirstAssist may be monitored and/or recorded.




                                                                                       Bank account conditions 54
Fraud prevention, detection and claims history.
In order to prevent and detect fraud We may at
any time:
• Share information about You with other organisations
  and public bodies including the Police;
• Check and/or file Your details with fraud prevention
  agencies and databases, and if You give us false or
  inaccurate information and We suspect fraud, We will
  record this.
We and other organisations may also search these
agencies and databases to:
• Help make decisions about the provision and
  administration of insurance, credit and related
  services for You and members of Your household;
• Trace debtors or beneficiaries, recover debt, prevent
  fraud and to manage Your accounts or insurance
  policies;
• Check Your identity to prevent money laundering,
  unless You furnish us with other satisfactory proof
  of identity;
• Undertake credit searches and additional fraud
  searches.
We can supply on request further details of the
databases We access or contribute to.




55 Bank account conditions
AA Breakdown Cover.                                          2. ARE THERE ANY SIGNIFICANT ExCLUSIONS OR
                                                                LIMITATIONS TO MY AA BREAKDOWN COVER
AA Breakdown Cover and Accident Management                      AND ACCIDENT MANAGEMENT COVER?
Cover Policy Summary.                                           Full details of the restrictions which apply to
This AA Breakdown Cover policy has been provided to             AA Breakdown Cover can be found within the
you in order to meet your breakdown needs.                      Terms and Conditions booklet, however the key
                                                                restrictions are:
Summary of Cover.
                                                             Where cover is available:
This policy summary provides you with basic details of
your AA Breakdown Cover and Accident Management              • Service is only available within the UK, Channel Islands
Cover which provides assistance in connection with             and Isle of Man.
your Bank of Scotland Ultimate Reward Current                Vehicle specifications (see page 58):
Account. The AA Breakdown Cover detailed here is
available in the United Kingdom, the Channel Islands         • Service is only available to customers travelling in a
and the Isle of Man and is provided by the Automobile          car, van, minibus or motorcycle which complies with
Association Limited (the “AA”) unless otherwise stated.        the stated weight and width restrictions of 3.5 tonnes
Please note that whilst most of the Terms and                  and max width restriction of 7ft 6in (2.3m).
Conditions relating to AA Breakdown Cover apply to all       General Terms and Conditions (see pages 59-65):
Channel Islands and Isle of Man customers, there are         • Assistance is not available following a breakdown or
some variations depending on the type of cover you             accident attended by the Police or other emergency
have purchased.                                                service, until the vehicle’s removal is authorised. If the
Please note this is not a statement of the full Terms and      Police insist on recovery by a third party, the cost of
Conditions, which can be found in the ‘AA Breakdown            this must be met by you.
Cover Policy’ section of this booklet, and which should      • No recovery (including a local tow) is available
be read in conjunction with this summary. Your cover           following an accident.
runs concurrently with, subject always to the terms of,
your Bank of Scotland Ultimate Reward Current                • Transport of any animal is discretionary, and horses
Account. If your Bank of Scotland Ultimate Reward              and livestock will not be recovered.
Current Account is terminated your rights to service         • Routine maintenance, running repairs, the cost
from the AA also cease immediately.                            of spare parts, fuel, oil, keys, specialist lifting
1. WHAT ARE THE MAIN FEATURES/BENEFITS OF                      equipment, garage or other labour required to repair
   AA BREAKDOWN COVER AND ACCIDENT                             your vehicle are excluded, as is the provision of
   MANAGEMENT COVER?                                           service on private property without the relevant
                                                               permission.
   Roadside Assistance.
                                                             • Service is discretionary where it is requested to deal
	 	 • Assistance at the roadside if you are broken down        with the same or a similar fault or cause of breakdown
      more than a quarter of a mile from home.                 to that attended in regard to the same vehicle within
	 	 • Tow to a local garage for you, your vehicle and up       the preceding 28 days.
      to 7 passengers if the AA is unable to fix your        • The customer must be with the vehicle at the times
      vehicle at the roadside.                                 of breakdown and assistance. An Ultimate Reward
   Home Start.                                                 Current Account debit card and some other form
	 	 • Provides the benefits outlined under ‘Roadside           of identification must be produced. Service will be
      Assistance, if you break down at or within a quarter     refused and may be cancelled if anyone behaves
      of a mile from home.                                     in an abusive or threatening manner, or if the AA
                                                               is owed money.
	 	 • Available 24 hours after opening your account.
                                                             Replacement vehicle (see page 60):
Accident Management (Underwritten by Acromas
Insurance Company Limited) — Assists in arranging the        • Any car hire that may be arranged for a customer will
repair, recovery and claim processing for vehicles             be subject to the hirer’s Terms and Conditions.
following an accident or vandalism where you are             Service control (see page 63):
claiming under your motor insurance.                         • Please note that further premiums may be requested
                                                               if the maximum number of call-outs is exceeded.



                                                                                         Bank account conditions 56
Full details of the restrictions which apply to AA Accident   6. IS AA BREAKDOWN COVER COVERED BY
Management can be found within the Terms and                     THE FINANCIAL SERVICES COMPENSATION
Conditions booklet, however the key restrictions are:            SCHEME (FSCS)?
• vehicle must be less than 5 years old.                         Acromas Insurance Company Limited (AICL), only,
• a fully comprehensive motor insurance policy must              is covered by the FSCS. You may be entitled to
  be held.                                                       compensation from the scheme if AICL cannot
                                                                 meet its obligations. This depends on the type
If the above criteria is not met, Accident Management            of business and the circumstances of the claim.
can offer assistance and advice based on your                    Further information about compensation scheme
circumstances.                                                   arrangements is available from the FSCS at
3. WHAT IF I WANT TO CANCEL MY                                   www.fscs.org.uk or telephone 020 7892 7300.
   AA BREAKDOWN COVER/ACCIDENT
   MANAGEMENT COVER?                                          AA Breakdown Cover and Accident Management
   You have the right to cancel your cover but please         Cover Terms and Conditions.
   note that as this cover has been provided as an            Definition of words and phrases used in this policy.
   integral part of your Bank of Scotland Ultimate            Some common terms are used to make this Policy
   Reward Current Account no refund is available.             easier to understand. Wherever the following words
   Cancellation/closure of your Bank of Scotland              or phrases appear they will always have the meaning
   Ultimate Reward Current Account will mean that             set out below.
   your rights to service from the AA will cease
   immediately.                                               ‘AA’ means the relevant insurer of the breakdown cover
                                                              being The Automobile Association Limited for Roadside
4. WHAT IF I NEED TO MAKE A CALL-OUT?                         Assistance and Acromas Insurance Company Limited for
   If you require Breakdown Assistance in the UK, call:       Accident Management or either or both of those
   08000 51 22 49                                             insurer(s), as the context requires or allows.
   For Accident Management, call: 0800 975 2983               ‘Breakdown’ means an event:
   Customers calling from the Isle of Man may need to         a) which causes the driver of the relevant vehicle
   add a ’19’ prefix. Similarly customers calling from           to be unable to start a journey in the vehicle or
   the Channel Islands may need to remove the ‘0’ from           involuntarily brings the vehicle to a halt on a journey
   the beginning. You will need to quote your Bank of            because of some malfunction of the vehicle or
   Scotland Ultimate Reward Current Account sort                 failure of it to function, and
   code and account number as well as your vehicle            b) after which the journey cannot reasonably be
   registration and details of the breakdown.                    commenced or continued in the relevant vehicle;
5. WHAT IF I NEED TO MAKE A COMPLAINT                         provided always that any part or other failure shall not
   ABOUT AA BREAKDOWN COVER/ACCIDENT                          be considered to be a breakdown unless it results in the
   MANAGEMENT?                                                vehicle not working as a whole.
   If you wish to register a complaint, please make           ‘Customer’ means the person to whom the breakdown
   contact:                                                   cover documentation is addressed and who has been
   By phone: 0844 209 0556                                    given cover.
   In writing: Customer Care, AA, Lambert House,              Please note: Any contract for breakdown cover is
   Stockport Road, Cheadle, Cheshire SK8 2DY.                 between the person to whom the cover documentation is
                                                              addressed and who has purchased or been given cover
   By email: customersupport@theAA.com
                                                              and the AA and not, between the AA and any person
   If your complaint is about cover underwritten              nominated as a Joint customer.
   by Acromas Insurance Company Limited and
                                                              ‘Resident Island’ means whichever of the Channel
   it is not settled, you may be entitled to refer it to
                                                              Islands or Isle of Man is the island on which the
   the Financial Ombudsman Service at Insurance
                                                              customer permanently resides.
   Division Financial Ombudsman Service,
   South Quay Plaza, 183 Marsh Lane, London E14 9SR.
   Telephone: 0845 080 1800 or email:
   complaint.info@financial-ombudsman.org.uk




57 Bank account conditions
‘Your Home Address’ means the address which the AA          • If, following a Breakdown, a patrol or appointed agent
has recorded as your home address at the time of the          cannot fix Your Vehicle within a reasonable time, it will
relevant breakdown or accident.                               be taken to the AA’s choice of appropriate local repairer
‘You’, ‘Your’ means the customer and/or if the context        or to a local destination of Your choice, provided it is
requires, any Joint account holder who has been               no further.
nominated by that person.                                   • The AA will make a telephone call at Your request
‘Your Vehicle’ means the vehicle in which you are             following a Breakdown.
travelling in at the time of the relevant breakdown or      • Please note that any contract for repair, other than
accident provided always that any such vehicle meets the      repairs carried out by the AA or its agent at the
vehicle specifications set.                                   roadside under Your AA Breakdown Cover, is between
                                                              the person requesting the repair and the repairer —
AA Breakdown Cover Policy.                                    it is not the AA’s responsibility to instruct the repairer
Your AA Breakdown Cover includes:                             to undertake any work required or to pay them for it.
• Breakdowns at or within a quarter of a mile of Your         The AA does not guarantee that any recovery to an
  Home Address.                                               appropriate local repairer will be within the opening
                                                              hours of the repairer, or that the repairer will be
• recovery for You and Your Vehicle to the nearest            immediately available to undertake any required
  garage or other local destination of Your choice            repair. Whilst the AA will endeavour to check that the
  provided it is no further                                   chosen repairer carries out the type of repair work
• cover for You in any Vehicle (within the specified          required, this cannot be guaranteed and the AA does
  limits), as driver or passenger                             not provide any assurance or warranty with respect
                                                              to any work carried out at Your request by any third
• if You have a joint Ultimate Reward Current Account,
                                                              party repairer.
  both You and the person You hold Your account with
  are covered as a driver or passenger in any Vehicle       What is covered for Channel Island and Isle of Man
                                                            customers.
• AA Accident Management — a service that helps You
  deal with the inconvenience that can follow any           • Roadside Assistance is available to You in the UK and
  accident or act of vandalism.                               on Your Resident Island (for Channel Island residents
                                                              this will include both Jersey and Guernsey) if Your
Vehicle specifications.
                                                              Vehicle is stranded on the highway more than a
Breakdown Assistance is only available for cars,              quarter of a mile from Your Home Address following a
vans, minibuses or motorcycles which meet the                 Breakdown or accident;
specifications set out below. Please note that “car, van,
                                                            • If, following a Breakdown, a patrol or appointed agent
minibus or motorcycle” does not include, amongst other
                                                              cannot fix Your Vehicle within a reasonable time, Your
things, electric pavement vehicles, electrical
                                                              Vehicle, together with the driver and up to a maximum
wheelchairs, bicycles (including electric bicycles), any
                                                              of seven passengers, will;
vehicle which cannot lawfully be used on the public
highway and/or any non-motorised vehicle.                    a) following a Breakdown in the UK or, for Channel
                                                                Island residents only, in whichever of Jersey or
• Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross
                                                                Guernsey is not Your Resident Island, be taken to
  vehicle weight
                                                                the AA’s choice of appropriate local repairer or,
• Maximum Vehicle Width: 7ft 6in (2.3m)                         alternatively, to a local destination of Your choice,
Assistance will also be provided for a caravan or trailer       provided it is no further, and
which was on tow at the time of the Breakdown,               b) following a Breakdown on Your Resident Island,
provided that it falls within the above limits.                 be taken together with the driver and up to a
Roadside Assistance.                                            maximum of seven passengers (see General Terms
                                                                and Conditions, clause 1g) to a single destination
Provided by The Automobile Association Limited.                 of Your choice on the customer’s Resident Island. If
What is covered for UK customers.                               there are more people than the maximum allowed,
• Roadside Assistance is available if Your Vehicle is           the AA will seek to arrange, but will not pay for,
  stranded on the highway more than a quarter of a mile         their onward transportation.
  from Your Home Address following a Breakdown              • The AA will make a telephone call at Your request
  or accident.                                                following a Breakdown.



                                                                                        Bank account conditions 58
• Please note that any contract for repair, other than         Home Start.
  repairs carried out by the AA or its agent at the            Provided by The Automobile Association Limited.
  roadside under Your AA Breakdown Cover, is between
  the person requesting the repair and the repairer —          What is covered.
  it is not the AA’s responsibility to instruct the repairer   • Home Start is available only if You opened a Bank of
  to undertake any work required or to pay them for it.          Scotland Account at least 24 hours before the
  The AA does not guarantee that any recovery to an              Breakdown occurred.
  appropriate local repairer will be within the opening
                                                               • Home Start provides access to the same service as is
  hours of the repairer, or that the repairer will be
                                                                 available under ‘Roadside Assistance’, following a
  immediately available to undertake any required
                                                                 Breakdown or accident at or within a quarter of a mile
  repair. Whilst the AA will endeavour to check that the
                                                                 of the Customer’s Home Address.
  chosen repairer carries out the type of repair work
  required, this cannot be guaranteed and the AA does          What is not covered.
  not provide any assurance or warranty with respect           • All things excluded under ‘Roadside Assistance’
  to any work carried out at Your request by any third           ‘What is not covered’ above.
  party repairer.
What is not covered.                                           General Terms and Conditions —
• The cost of spare parts, fuel, oil, keys or other            AA Breakdown Cover.
  materials required to repair Your Vehicle or any             General exclusions.
  supplier delivery or call-out charges related to             1. AA Breakdown Cover does not provide for:
  these items;
                                                                  a) Any vehicle servicing or re-assembly.
• The cost of any labour, other than that provided by the            For example, where this is required as a result of
  AA or its agents under Your AA cover at the scene of               neglect or unsuccessful work on the Vehicle
  the Breakdown or accident;                                         (including, but not limited to, DIY Vehicle
• Any additional transport or other costs that You might             maintenance), other than that on the part of
  incur or any incidental expenses that may arise during             the AA or its agents;
  a recovery. The AA cannot accept any costs for
                                                                  b) Garage labour costs.
  passengers who do not accompany Your Vehicle while
                                                                     The cost of garage or other labour required to
  it is being recovered;
                                                                     repair Your Vehicle, other than that provided by
• Routine maintenance and running repairs, for                       the AA or its agents at the scene of the
  example, radios, interior light bulbs, heated rear                 Breakdown or accident;
  windows;
                                                                  c) Fuel draining.
• Any recovery or tow following an accident (see                     Any costs of draining or removing fuel,
  General Terms and Conditions, clause 2, page 60);                  lubricants or other fluids as a result of the
• Assistance following a Breakdown or accident                       introduction of an inappropriate substance. The
  attended by the Police, Highways Agency or other                   AA will arrange for Your Vehicle, the driver and
  emergency service, until the services concerned have               up to 7 passengers to be taken to a local garage
  authorised the Vehicle’s removal. If the Police,                   or another appropriate location of Your choice,
  Highways Agency or emergency service insist on                     provided no further, but You will have to pay for
  recovery by a third party, the cost of this must be met            any work required;
  by You;
                                                                  d) Failure to carry a serviceable spare.
• A second or subsequent recovery, after Your Vehicle                Any additional charges resulting from Your failure
  has been recovered following a Breakdown;                          to carry a legal and serviceable spare wheel
• All things excluded under General Terms and                        or tyre, except where this is not provided as
  Conditions (see pages 59-65).                                      manufacturers’ standard equipment. The AA will
                                                                     endeavour to arrange on Your behalf, but will not
                                                                     pay for, assistance from a third party;
                                                                  e) Vehicle storage.
                                                                     Having Your Vehicle stored or guarded in Your
                                                                     absence;




59 Bank account conditions
f)   Vehicles on private property.                                is standing on soft ground or is stuck in snow or
     The provision of service when Your Vehicle is on             floodwater. In these instances, the AA will
     private property, for example, garage premises,              arrange recovery but at Your cost. Once the
     unless You can establish that You have the                   Vehicle has been recovered to a suitable location,
     permission of the owner or occupier;                         normal AA service will be provided in keeping
                                                                  with your Bank of Scotland Ultimate Reward
g) Excess passenger loads.
                                                                  Current Account cover;
   The provision of service to or for any persons
   in excess of the number of seats fitted in the             m) Transporting animals.
   Vehicle at the time of Breakdown, or to anyone                The transportation or arrangement of the
   who was not travelling in the relevant Vehicle                transportation of any animal (guide dogs or
   at the time of the Breakdown. If there are more               hearing dogs to be transported together with
   people than the maximum allowed, the AA                       their owner, where the AA will provide
   will seek to arrange, but will not pay for, their             transportation unless this is not possible for
   onward transportation;                                        health and/or safety reasons). The AA will not
                                                                 recover horses or livestock. If the AA does, at its
h) Ferry, toll charges etc.
                                                                 absolute discretion, agree to transport any
   Any ferry, toll or congestion charges incurred in
                                                                 animal, then this will be at Your own risk. It is
   connection with Your Vehicle as a result of it
                                                                 Your responsibility to secure any animal being
   being recovered;
                                                                 transported or to make alternative arrangements
i)   Recovering vehicles from trade or auction.                  for its transportation;
     The recovery of any Vehicles bearing trade
                                                              n) Participation in sporting events.
     plates or which the AA has reason to believe
                                                                 Assistance for Vehicles broken down as a
     have just been imported or purchased
                                                                 result of taking part in any “Motor Sport Event”,
     at auction;
                                                                 including, without limitation, racing, rallying,
j)   Transporting from trade premises.                           trials or time-trials or auto test. However, for
     The transportation of immobilised Vehicles                  the avoidance of doubt, the AA does not
     where the AA considers this to be part of a                 consider “Concours d’elegance” events, track
     commercial activity, for example, to, from or for           test days for road-legal vehicles or rallies held
     motor dealers or delivery companies;                        exclusively on open public highways where
k) Locksmiths, tyre, glass or bodywork specialists               participants are required to comply with
   costs.                                                        the normal rules of the road, to be Motor
   The cost (including any call-out charge) of any               Sports Events.
   locksmith, glass or tyre specialist, should the         2. AA Breakdown Cover does not provide for any
   AA consider this to be required. The AA will               Vehicle recovery following an accident. The AA may,
   endeavour to arrange this help on Your behalf,             if You request, be prepared to provide recovery
   however it will not pay for these specialist services      following an accident but, if so, You will be
   and any contract for services provided will be             responsible for paying the AA’s charges for this
   between You and the relevant specialist. If, in the        assistance (including, but not limited to, any charges
   AA’s reasonable opinion, Your Vehicle requires             relating to any specialist equipment used). If
   recovery to such a specialist to be mobilised and,         following an accident, You require one of the Stay
   to effect that recovery, specialist lifting equipment      Mobile services (and You have Stay Mobile), the
   not normally carried by AA patrols is required, the        AA may, again, be prepared to arrange this for You
   AA will arrange the recovery but at Your cost. If          but will not be responsible for any costs involved.
   use of a locksmith or other specialist would, in the       You must pay, on request, any applicable charges.
   AA’s opinion, mobilise the Vehicle, no further             You must give the AA, on request, any relevant
   service will be available for the Breakdown                information it reasonably requests in regard to
   in question;                                               all matters referred to in this clause. Please note
l)   Specialist lifting equipment.                            that, following an accident, or otherwise, it is and
     The cost of any specialist lifting equipment (not        remains Your responsibility to ensure that You
     normally carried by AA patrols), if this is, in the      properly comply with any requirements of Your
     view of the AA, required to provide assistance,          motor insurer in making a claim under Your motor
     for example, when a Vehicle has left the highway,        insurance policy.




                                                                                     Bank account conditions 60
General rights to refuse service.                              f)   Cannot verify cover.
Please note: if a customer is refused service by the AA             Where You cannot produce a valid Ultimate
the customer has the right to an explanation in writing             Reward Current Account debit card (or
(see “Compliments and complaints” page 65 for                       appropriate receipt) and some other form of
Customer Care contact details).                                     identification. If these cannot be produced, and
                                                                    the AA is unable to verify that the appropriate
3. The AA reserves the right to refuse to provide or                Breakdown cover entitlement is held, the AA
   arrange Breakdown assistance under the following                 reserves the right to refuse service however if You
   circumstances:                                                   are unable to prove entitlement to service or You
   a) Repeat breakdowns within 28 days.                             are aware that You do not hold entitlement to an
      Where service is requested to deal with the same              AA service, the AA may, at its discretion, offer
      or similar cause of Breakdown to that which the               service on the immediate payment (by credit,
      AA attended within the preceding 28 days. It is               debit or switch card) of the usual premium for the
      Your responsibility to make sure that emergency               relevant cover required, plus a supplementary
      repairs carried out by the AA are, where                      premium for joining while already requiring
      appropriate, followed as soon as possible by                  assistance. The premium paid will be fully
      a permanent repair. Nothing in this provision                 refunded if it can be established to the AA’s
      shall affect any rights You may have in relation              reasonable satisfaction that the relevant level of
      to any negligence or breach of contract or breach             service entitlement was held at the time of the
      of any other legal duty on the part of the AA or              Breakdown. Any services provided under Stay
      its agents;                                                   Mobile must be paid for in advance by You and
                                                                    will be fully refunded if it can be established to
   b) Unattended vehicles.
                                                                    the AA’s reasonable satisfaction that entitlement
      You are not with Your Vehicle at the time of the
                                                                    to Stay Mobile was held at the time of the
      Breakdown and You are unable to be present
                                                                    Breakdown.
      at the time assistance arrives;
                                                                    Without prejudice to Your statutory rights, no
   c) Unsafe or unroadworthy vehicles.
                                                                    refunds will be given if entitlement to cover
      Where in the AA’s reasonable opinion, Your
                                                                    cannot be proved, or simply because Your
      Vehicle was, immediately before the relevant
                                                                    Vehicle cannot be fixed at the roadside;
      breakdown or accident, dangerous, overladen,
      unroadworthy or otherwise unlawful to use on a           g) Unreasonable behaviour.
      public road;                                                Where the AA reasonably considers that You:
   d) Assisting where unsafe or unlawful activities.                i)       or anyone accompanying You, is
      Where in the AA’s reasonable opinion and other                         behaving or has behaved in a
      than solely as a result of a failure on the part of                    threatening or abusive manner to AA
      the AA, the giving of service would involve a                          employees, patrols or agents, or to any
      breach of the law (including, without in any way                       third party contractor; or
      restricting the type of breach being referred to              ii)      have falsely represented that You are
      under this sub-clause, a breach of the AA’s                            entitled to services that You are not
      health and safety duties);                                             entitled to; or
   e) Delay in reporting.                                           iii)     have assisted another person in
      In the AA’s reasonable opinion, there has                              accessing AA services to which they are
      been an unreasonable delay in reporting                                not entitled; or
      the Breakdown;
                                                                    iv)      owe the AA money with respect to any
                                                                             services, spare parts or other matters
                                                                             provided by the AA or by a third party
                                                                             on the AA’s instruction.
                                                            Additional services.
                                                            4. Any additional services made available by the
                                                               AA which are not described in these Terms and
                                                               Conditions are provided on a purely discretionary
                                                               basis and may be withdrawn at any time.



61 Bank account conditions
Use of agents.                                                Changes to Terms and Conditions.
5. Service from dedicated AA patrols is subject to            11. Bank of Scotland and/or the AA reserve the right
   availability and may be supplemented by use                    to make changes to the terms and conditions
   of appropriate agents. The AA will only accept                 of cover, on the giving of at least 30 days’
   responsibility for the actions of an agent where               written notice.
   the agent is acting on the AA’s instruction.               Matters outside the AA’s reasonable control.
Requests for assistance.                                      12. While the AA seeks to meet the service needs of
6. All requests for assistance must be made to the AA             customers at all times, its resources are finite and
   using the contact instructions provided by Bank of             this may not always be possible. The AA shall not be
   Scotland from time to time. If You contact a garage            liable for service failures where the AA is faced with
   direct, You will have to settle its bill and the AA will       circumstances outside its reasonable control. Events
   be under no obligation to reimburse You.                       which might constitute circumstances outside the
Emergency nature of breakdown service.                            AA’s reasonable control include (but are not limited
                                                                  to) Acts of God, outbreak of hostilities, riot, civil
7. AA patrols are trained and equipped to carry out               disturbance, acts of terrorism, acts of government or
   emergency roadside repairs and are not in a                    authority (including the refusal or revocation of any
   position to comment on the general safety or                   licence or consent), fire, subsidence, explosion,
   roadworthiness of a Vehicle after a Breakdown or an            flood, snow, fog or other bad weather conditions,
   emergency repair. In addition, completion of an                vehicle, equipment or systems failures, shortages
   emergency repair cannot be taken to signify or in              of fuel or other necessary supplies, failure of
   any way guarantee the general roadworthiness of                telecommunications lines or systems, default of
   the Vehicle concerned.                                         suppliers or sub-contractors, theft, malicious
Cancellation of Cover.                                            damage, strike, lock out or industrial action of
                                                                  any kind.
8. You have the right to cancel Your AA Breakdown
   Cover but please note that as this cover has been          Exclusion of liability for loss of profit etc.
   provided as an integral part of Your Bank of Scotland      13. The AA shall not, in any event, and to the extent
   Ultimate Reward Current Account no refund is                   permitted by law, have any responsibility for
   available. Cancellation/closure of Your Bank of
   Scotland Ultimate Reward Current Account will                  a) any increased costs or expenses; or,
   mean that Your rights to service from the AA will              b) any loss of:
   cease immediately. The AA shall have the right to                  i)       profit; or
   cancel any cover if:
                                                                      ii)      business; or
9. a) the AA has been entitled to refuse service under
      clause 3g, page 61;                                             iii)     contracts; or
   b) the maximum number of call-outs, as set out in                  iv)      revenue; or
      the AA’s Service Control policy on page 63,                     v)       anticipated savings; or
      has been reached or exceeded in any two
                                                                  c) for any special or indirect losses incurred as
      consecutive subscription years.
                                                                     a result of or in connection with any service,
10. In the event that the AA is no longer Bank of                    whether resulting from tort (including
    Scotland’s chosen Breakdown assistance cover                     negligence or breach of statutory duty), from
    provider or Breakdown assistance cover is no longer              breach of contract or otherwise. For the
    provided with Your Bank of Scotland Ultimate                     avoidance of doubt, nothing in this clause
    Reward Current Account, Your Breakdown cover                     or these Terms and Conditions shall exclude
    with The Automobile Association Limited (and,                    or restrict the AA’s liability for negligence
    where applicable, Acromas Insurance Company                      resulting in death or personal injury.
    Limited) will expire in accordance with the Terms
                                                              Enforcement of Terms and Conditions.
    and Conditions of Your Bank of Scotland Ultimate
    Reward Current Account and we shall have no               14. Failure to enforce or non-reliance on any of these
    further obligation to provide You with Breakdown              Terms and Conditions by the AA will not prevent the
    assistance services.                                          AA from subsequently relying on or enforcing them.




                                                                                            Bank account conditions 62
15. None of the Terms and Conditions, or benefits, of the     Service Limit for Ultimate Reward Current Accounts
    cover agreement with the AA are enforceable by            in first year of cover:
    anyone else other than the customer. For the              • Single cover — maximum of 5 call-outs
    avoidance of doubt, and without limiting the above,
    any rights under The Contract (Rights of Third Parties)   • Joint cover — maximum of 7 call-outs
    Act 1999, or any replacement or amendment of such         Service Limit for Ultimate Reward Current Accounts
    act, are excluded.                                        from second year of cover onwards:
16. You will not become members of the AA by virtue of        • Single cover — maximum of 7 call-outs
    only being entitled to any benefits. The AA and the
                                                              • Joint cover — maximum of 9 call-outs
    bank may from time to time agree that specified
    customers may be entitled to certain offers available     • Any call-outs made by either party to a joint account
    to AA members.                                              will be counted when calculating whether the service
                                                                limit has been reached on any Ultimate Reward
Use of headings.
                                                                Current Account.
17. The headings used in this booklet are for
                                                              • If cover is upgraded with the AA this will not increase
   convenience only and shall not affect the
                                                                in the number of call-outs permitted with regard to
   interpretation of its contents.
                                                                the relevant account. For more information please call
Interpretation: use of English law and language.                0800 975 2984.
18. Your AA cover and these Terms and Conditions are          AA Accident Management Service.
    governed and should be interpreted by the laws of
                                                              What is included:
    England and Wales. The EEA State for the purpose
    of cover is the United Kingdom. The Terms and             • Accident Management Service is a 24 hour helpline for
    Conditions of cover are written in English and all          You to call in the event of a motor road traffic accident,
    correspondence entered into shall be in English.            or act of vandalism, however minor provided You’re
                                                                claiming on Your fully comprehensive motor insurance
Service Control — Call-Out Limits.
                                                                policy. If Your road traffic accident happens during
Important: Please read the following carefully.                 normal office hours (Monday to Friday 8am to 6pm)
Outlined below are the call-out limits that apply to            a Personal Incident Manager is available to help You
AA Breakdown Cover within each subscription year.               through Your motor insurance claim process.
Service Control is designed to keep cover affordable by         This includes:
making sure that high use by a minority of customers is         – arranging for Your Vehicle, provided it is less than
avoided. This policy applies to all persons requesting            5 years old, to be repaired by an AA Accident
AA Breakdown Assistance under a Bank of Scotland                  Management approved repairer
Ultimate Reward Current Account:
                                                                – facilitating the provision of a replacement vehicle
Further Premiums during 12 Month Reference Period.
                                                                – providing assistance with any associated
The AA has limits on the number of call-outs that can be          correspondence. If Your motor road traffic accident
made in any 12 month period starting from the date You            happens outside of normal office hours, the AA can
open Your Bank of Scotland Ultimate Reward Current                arrange recovery of Your Vehicle to a safe location until
Account and, thereafter, from each subsequent                     it can be delivered to a repairer. Where the damage to
anniversary of that date (the “12-month reference                 Your Vehicle is restricted to windscreen damage,
period”). If the relevant current annual call-out limit           Accident Management can provide You with the
relating to your cover is approached in any 12-month              telephone number of a windscreen supplier. Accident
reference period, the AA will write and point this out so         Management Service applies to motor road traffic
You have the opportunity to explain the high level of use         accidents which occur in the UK only.
of the service, before the AA takes further action. If
                                                              What is not included:
within a 12 month reference period, the relevant
permitted maximum total of call-outs is reached, the AA       • Assistance in relation to motor road traffic accidents
will be entitled to charge a premium for each and every         which occur outside the UK.
subsequent call out for the rest of the relevant 12 month     • The cost of any recovery either in or out of normal
period. Further the AA will have the right to refuse            office hours following a road traffic accident (any
service once You have exceeded the relevant call-out            recovery will be at Your expense although the cost
limit in two consecutive 12 month periods (see section          of this may be recovered under the terms of Your
9b of the General Terms and Conditions).                        motor insurance policy).


63 Bank account conditions
• Any costs associated with the repair of Your Vehicle,       2. The use by You of any of the other AA services (for
  which are subject to the terms and conditions of Your          example Roadside Assistance, Home Start, Relay) is
  motor insurance policy.                                        subject to the relevant terms and conditions.
• The provision of any courtesy car unless agreed             3. The AA reserves the right to withhold or withdraw
  to by an approved repairer, at their sole discretion.          the Accident Management Service at any time
  If a courtesy car is provided, the driver will be              if any repairs are begun before the work is
  responsible for meeting the cost of insuring it.               authorised through the Accident Management
• Any assistance where the Vehicle has suffered only             Service.
  mechanical breakdown, component failure or                  4. The Accident Management Service is not available
  vandalism damage.                                              for use by, or for, any third parties involved in a road
• Any assistance in relation to personal injuries resulting      traffic accident (regardless of fault) with You.
  from a motor road traffic accident. In particular,          5. Whilst the Accident Management Service can make
  Accident Management will not pay for,                          all the necessary arrangements for the repair of Your
  or arrange, any hospital treatment.                            Vehicle damaged as a result of a road traffic
Please note:                                                     accident, the AA and Bank of Scotland give no
                                                                 guarantee or warranty as to the standard or quality
To qualify for Accident Management Service You will              of any such repair work performed or any
need to:                                                         replacement components fitted to Your Vehicle.
• agree to have Your Vehicle repaired within the AA              The contract for repair will be between You
  Accident Management approved repairer network                  (or, if appropriate, Your insurer) and the relevant
                                                                 repairer. Under no circumstances will the AA
• tell us Your Bank of Scotland Ultimate Reward Current
                                                                 or Bank of Scotland be held responsible for
  Account number and sort code so that the AA can
                                                                 replacement components fitted by a vehicle repairer
  identify You
                                                                 as a result of, or in connection with, the provision of
• contact us to obtain all necessary authorisations              the Accident Management Service.
  before any work is started
                                                              6. It is Your responsibility (or, if appropriate, Your
• make a claim through Your insurers — if You are                insurer’s responsibility) to pay for the recovery costs
  claiming directly from a third party the AA cannot             and the cost of all vehicle repairs (both labour and
  provide assistance.                                            parts) performed on Your Vehicle following a motor
AA Accident Management Service —                                 road traffic accident. Neither the AA nor Bank of
General Terms and Conditions.                                    Scotland will be responsible for any failure to pay
                                                                 the repairer for any work undertaken.
1. The Accident Management Service’s Personal
   Incident Managers only operate during normal               7. You (or, if appropriate, Your insurer) will be charged
   working hours (Monday to Friday 8am to 6pm),                  the current market price for any additional services
   although, messages can be left at any time. If You            You require (for example technical inspections,
   have a motor road traffic accident out of working             damage reports or vehicle delivery) which are
   hours and Your Vehicle is mobile, You should call             arranged in connection with repairs which
   the Accident Management helpline and leave                    have been organised through the Accident
   Your contact details on the voicemail. A Personal             Management Service.
   Incident Manager will then contact You during              8. Sections 1n, 3, 4, 5, 6, 8, 9, 10, 11, 12, 13, 14, 15, 16,
   normal working hours. If You have a motor road                17 and 18 of General Terms and Conditions — AA
   traffic accident out of office hours and Your Vehicle         Breakdown Cover shall apply to this cover and any
   is immobile, You should contact the Accident                  reference therein to Breakdown or Breakdown
   Management helpline and the AA can arrange to                 assistance or service shall be taken, as appropriate,
   have Your Vehicle recovered to a place of safety              to refer to accident or act of vandalism and/or to
   overnight. The Accident Management helpline will              Accident Management.
   also arrange for a Personal Incident Manager to
   contact You during normal working hours.




                                                                                           Bank account conditions 64
Compliments and Complaints.                                  AA Company Details.
If You wish to register a compliment or complaint about      The Automobile Association Limited is incorporated
the services You receive from AAIS, please contact:          with limited liability in Jersey number 73356. Registered
By phone: 0844 209 0556.                                     Office: 22 Grenville Street, St Helier, Jersey JE4 8PX,
                                                             Channel Islands. It is an insurer of breakdown assistance
In writing: Customer Care, AA, Lambert House,                services cover that is exempt from authorisation under
Stockport Road, Cheadle, Cheshire SK8 2DY.                   the Financial Services and Markets Act 2000. Head
By email: customersupport@theAA.com                          Office (Registered Branch Office): Fanum House,
                                                             Basingstoke, Hampshire RG21 4EA. Branch registered
It is our policy to acknowledge any complaint within
                                                             in England and Wales number BR004875.
5 working days. We will advise You of who is dealing
with Your concerns and, where possible, provide a            Acromas Insurance Company Limited is authorised and
response. For complaints relating to the Accident            regulated by the Commissioner of Insurance, Financial
Management service, You can contact the Managing             Services Commission, Gibraltar, and regulated by the
Director of Acromas Insurance Company Limited (which         Financial Services Authority, United Kingdom. Saga
underwrites this cover) using the address given above.       Insurance Company Limited is a member of the
If, in regard to Accident Management complaints only,        Association of British Insurers. Acromas Insurance
You are still not satisfied, You can contact the Financial   Company Limited, 57-63 Line Wall Road, Gibraltar.
Ombudsman at Insurance Division Financial                    Registered Number 88716 (Gibraltar). UK branch
Ombudsman Service, South Quay Plaza, 183 Marsh               address: Acromas Insurance Company Limited, Enbrook
Wall, London E14 9SR. Telephone: 0845 080 1800 or            Park, Folkestone, Kent CT20 3SE.
email: enquiries@financialombudsman.org.uk
Financial Services Compensation Scheme (FSCS).
Acromas Insurance Company Limited (AICL), only,
is covered by the Financial Services Compensation
Scheme (FSCS). You may be entitled to compensation
from the scheme if AICL cannot meet its obligations.
This depends on the type of business and the
circumstances of the claim. Insurance 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
020 7741 4100.




65 Bank account conditions
Mobile Phone Insurance.                                     The contract is written in English and all communication
                                                            by Us with You will be in English.
The Insurance Contract.                                     Words with Special Meanings.
About Your Policy wording.
                                                            Account.
These are the terms and conditions of Your Mobile Phone
insurance Policy underwritten by the insurer, London        An Ultimate Reward Current Account.
General Insurance Company Limited, and administered         Confirmation.
by STAMS Ltd, who is an appointed (We/Us/Our)               The confirmation sent to You after You have registered
representative of Lifestyle Service Group Limited.          for Mobile Phone insurance.
Your Policy is renewed on a monthly basis and will end      Electrical Or Mechanical Breakdown.
if (i) Your Ultimate Reward Current Account is closed;
(ii) You fail to pay the monthly fee for Your Account,      The actual breaking or burning out of any part of Your
(iii) Your Account is changed to another type of account    Mobile Phone caused by, or arising from, internal
with Your Account provider, (iv) Your Account comes         electronic, electrical, or mechanical defects, or
under the management of Your Account provider’s             defective or faulty materials, or workmanship, causing
collections and recoveries department or (v) Your           stoppage of normal operation and necessitating
residential address is no longer in the UK. You have the    immediate repair or replacement before normal
right to cancel Your Policy by giving Us notice that You    operation can be resumed.
wish to cancel. We may cancel Your Policy or change         Excess.
Your Policy wording by giving You 30 days’ notice
                                                            The first part of each successful claim which you have
in writing. If Your Policy ends for any reason, You will
                                                            to pay. The amount will vary dependant on the mobile
not be entitled to a refund of any fees/and or premium
                                                            phone you claim for. If you have an Apple iPhone the
paid for the cover provided under Your Policy.
                                                            excess is £100 and for all other handsets it is £30.
Your Policy is based on the information You gave Us
                                                            IMEI Number (International Mobile Equipment
when You opened Your Ultimate Reward Current Account.
                                                            Identity).
Your Mobile Phone is automatically covered, however
to help Us administer Your Policy more effectively,         The unique serial or identification number that We will
You can provide Us with Your Mobile Phone details.          use to identify Your Mobile Phone.
For example, it can help Us process a claim more quickly    Incident.
if You have already registered Your Mobile Phone
details. A Confirmation will be sent to You after You       An event that may lead to a claim being made for repair
have completed the registration process.                    or replacement of the Mobile Phone.

Any Confirmation sent to You and this Policy wording        Insurer.
should be read as one document. They detail what is         London General Insurance Company Limited and whose
covered and what is not covered, how claims are settled     contact details can be found on page 72 of this guide.
and other important information.                            Mobile Phone/Phone.
Where We give a special meaning to a word, it is shown      Your handset and SIM Card specifically identified
in bold type and the word will have the same meaning        by the IMEI Number. The phone must belong to an
wherever it may appear.                                     Account holder.
You must keep to all the conditions detailed in Your        Policy.
Policy. We may appoint third parties to carry out certain
services in relation to Your Policy.                        Your mobile phone insurance Policy which consists of
                                                            this policy wording as amended from time to time and
You can request another copy of this document.              any Confirmation sent to You.
The document is available in large print, audio and
Braille. If You would like a copy in any of these formats   Proof Of Purchase.
please call Ultimate Reward Customer Services on            The till receipt provided at the point of sale that details
08451 24 14 01.                                             the Phone purchased, or similar documentation that
It is agreed that Your Policy is governed by English law.   provides proof (including IMEI Number) that You own the
It is agreed that any dispute will be settled in the        Mobile Phone.
English courts.                                             SIM Card (Subscriber Identity Module Card).




                                                                                       Bank account conditions 66
The card carrying Your subscriber identity, the use of          Please note that Mobile Phones are only
which, in conjunction with the Phone, enables services to       automatically covered if they meet the requirements
be charged to Your Mobile Phone account.                        of the cover.
UK.                                                          2. You can register the following details about Your
The United Kingdom, Channel Islands and Isle of Man.            Mobile Phone with Ultimate Reward Customer
                                                                Services on 08451 24 14 01:
Unauthorised Calls.
                                                                a) The make and model of Your Mobile Phone
Messages and downloads made from Your Mobile
Phone after being lost or stolen and whilst not barred          b) Your Mobile Phone number
by the airtime provider which are reported to Us within         c) Your Mobile Phone service provider
48 hours of You discovering the Incident.                       d) Your Mobile Phone’s IMEI Number (this can be
We/Us/Our.                                                         identified by keying in *#06# on Your keypad).
STAMS Ltd (FRN 409098), the Policy administrator, who is           The details You provide will be contained
an appointed representative of Lifestyle Services Group            in the Confirmation which is sent to You
Limited and whose contact details can be found on                  after registration.
page 72 of this guide.                                       3. Only use Your Mobile Phone in accordance with the
Where the wording refers to claims, this will be handled        manufacturer’s instructions.
by Lifestyle Services Group Limited (LSG) who is             4. Take reasonable care to prevent theft of, loss of, or
authorised and regulated by the Financial Services              damage to, Your Mobile Phone. Reasonable care
Authority (FRN 315245).                                         means all measures that it would be reasonable to
You/Your.                                                       expect You to take in the circumstances to prevent or
                                                                mitigate damage, theft or loss of Your Mobile Phone.
The insured person(s) who is an Account holder.
                                                             5. Advise Us if any of Your personal details change,
The Insurer.                                                    You change the Mobile Phone You wish to be
Your Policy is underwritten by London General                   registered, or Your Mobile Phone number changes.
Insurance Company Limited who is authorised and              6. Inform Us within 48 hours of You discovering that an
regulated by the Financial Services Authority (FSA)             Incident has occurred or in the event of an Incident
as an insurance company and to undertake insurance              occurring outside of the UK then within 48 hours of
mediation activity under registration number 202689.            You returning to the UK.
You can check this by visiting the FSA’s website
www.fsa.gov.uk/register/ or by contacting the                Fraud.
FSA on 0845 606 1234. London General Insurance               The personal details You supply to Us during the
Company Limited is registered in England number              application will be used to help combat fraud. These
1865673. Registered Office: Integra House, Floor 2,          details will be retained for a reasonable period after
Vicarage Road, Egham, Surrey TW20 9JZ, United                Your Policy expires, and for up to one year after Your
Kingdom. The main business of the Insurer is effecting       Policy expires in relation to fraud specifically.
and carrying out insurance contracts.                        The contract between You, Us and the Insurer is based
Our part of the contract is as follows:                      on mutual trust. If You (or anyone acting for You):
The Insurer provides the cover set out in Your Policy.       • Make a claim under the Policy knowing the statement
                                                               to be false in any respect, or submit a document in
Your part of the contract is as follows:
                                                               support of a claim knowing the document to be forged
1. Your Mobile Phone is automatically covered under this       or false in any respect.
   benefit, however to help Us administer Your Policy
                                                              or
   more effectively, You can provide Us with Your Mobile
   Phone details. For example, it can help Us to process a   • Make a claim in respect of any loss, theft, or damage
   claim more quickly if You have already registered Your      caused by Your wilful act, or with the intent to defraud
   Mobile Phone details.                                       the Insurer.




67 Bank account conditions
Then:                                                       1. You must return the fully completed claim form
• The Insurer shall not honour the claim                       to Us within 14 days of receipt. If applicable, You
                                                               must include the Crime/Loss Property Reference
• The Insurer shall not honour any other claim which has       (as appropriate) and a copy of the Police Report.
  been made under any Policy held by You
                                                            2. You must provide Proof Of Purchase for Your Mobile
• We shall cancel Your Policy immediately                      Phone.
• We will be entitled to recover from You the cost of any   3. In order to claim for Unauthorised Calls incurred
  claim already paid under this Policy                         on an airtime contract You must provide the Mobile
• We will be entitled to recover from You the cost of any      Phone bill(s) which covers the period of the
  investigation into a fraudulent claim under this Policy      Unauthorised Calls, and the bill(s) for the month
                                                               prior to the Unauthorised Calls.
 and
                                                            4. In order to claim for Unauthorised Calls or loss of call
• We may inform the Police and/or any other law
                                                               credit on a pay-as-you- go mobile phone You must
  enforcement agency about the circumstances of such
                                                               provide proof of Your outstanding call credit from
  a claim.
                                                               Your airtime provider, or proof of Your last three
How to make a claim.                                           top-ups to Your Mobile Phone. In respect of a claim for
1. You must contact Ultimate Reward Customer Services          loss of call credit on a pay-as-you-go mobile phone
   on 08451 24 14 01 within 48 hours of discovering an         that cannot be transferred to Your new pay-as-you-go
   Incident occurring or in the event of an Incident           phone, You must provide a letter from Your airtime
   occurring outside of the UK then within 48 hours of         provider to confirm they will not transfer the credit.
   Your return to the UK. Please be ready to provide        5. You must return Your damaged Mobile Phone
   Your sort code, Account number and mobile phone             to Us for inspection before Your claim is assessed.
   number. We will then provide You with a claim form.         You must send Your Mobile Phone by secure means,
If Your Mobile Phone is lost or stolen, You must also          as described in the claim documentation. The
follow these simple steps within 24 hours of discovering       Mobile Phone remains Your responsibility until
an Incident occurring:                                         We have received it.
1. Call Your airtime provider to bar Your SIM card to       6. You will not be covered under this Policy if Your
   prevent any further Unauthorised Calls being made;          Mobile Phone is repaired without Our authorisation.
   and                                                      7. You must pay the Excess of £30 (From 1 September
2. Inform the appropriate local Police authority and           2011, the Excess varies depending on the Mobile
   obtain a crime/loss number (as appropriate) and a           Phone You claim for. If You have an Apple iPhone the
   copy of the Police report.                                  Excess is £100 and for all other handsets it is £30).
Airtime providers’ numbers at the date of publication       What will happen when Your claim is approved.
of this policy wording:                                     1. In the event Your Mobile Phone is to be replaced,
3 08707 330 333                                                a new or refurbished replacement mobile phone
                                                               will be provided by Us. If the same model is not
O2 08705 214 000                                               available, the replacement will be of a similar
Orange 07973 100 150                                           specification and quality. We will contact You to
T-Mobile 0845 412 5000                                         advise You which replacement mobile phones are
                                                               available. It may not be possible to connect You to
Virgin Mobile   08456 000 789                                  the same mobile phone number.
Vodafone        07836 191191                                2. We will decide whether Your Mobile Phone is
                                                               repaired or replaced.




                                                                                       Bank account conditions 68
3. We may effect repairs using readily available parts,      What is covered:
   or provide refurbished products which may                 1. A Mobile Phone up to a maximum original cost
   contain parts, which are of similar or equivalent            or value of £2,000 including VAT. The Insurer’s
   specification, and which may include unbranded               maximum liability in respect of any one claim will
   parts. This Policy is provided in addition to any            be the replacement cost of Your Mobile Phone up to
   manufacturer’s warranty that applies to Your Mobile          a maximum of £2,000 including VAT.
   Phone (“applicable manufacturer’s warranty”).
   Nothing in this Policy is intended to affect Your         2. The cost of replacing Your Mobile Phone as a direct
   rights under the applicable manufacturer’s warranty          result of loss, or theft, wherever You are in the world.
   or Your statutory rights. If any repairs authorised          A replacement mobile phone will be delivered to a
   by Us under this Policy invalidate the applicable            UK address only.
   manufacturer’s warranty, We will repair or replace        3. The cost of repairing Your Mobile Phone (or replacing
   Your Mobile Phone, as necessary, in accordance               it if Your Mobile Phone cannot be repaired)
   with the terms of the applicable manufacturer’s              where accidental damage, water or liquid damage,
   warranty for the unexpired period of the applicable          or malicious damage has occurred.
   manufacturer’s warranty.
                                                             4. The cost of repairing Your Mobile Phone (or
4. If Your SIM Card has been lost, stolen or damaged            replacing it if Your Mobile Phone cannot be repaired)
   You will need to contact Your airtime provider to            following Electrical Or Mechanical Breakdown.
   request a replacement. If You are charged for the
                                                             5. The cost of Unauthorised Calls made, up to a
   replacement SIM Card We will reimburse You.
                                                                maximum of £1,500 per claim, including VAT,
   You will be required to provide a receipt for the
                                                                following a valid claim for loss or theft of Your
   cost of the SIM Card.
                                                                Mobile Phone. This cover only applies to post-
5. If Your Mobile Phone is lost or stolen, We will              pay (contract) mobile phones.
   provide reimbursement, at our discretion, by BACS
                                                             6. The cost of reinstating pre-paid airtime, up to
   transfer or cheque payable to You, or by direct
                                                                a maximum of £500 per claim, including VAT,
   payment to your airtime-provider for the cost of
                                                                following a valid claim for loss or theft of Your
   Unauthorised Calls to a maximum of £500, including
                                                                Mobile Phone. This cover only applies to pre-pay
   VAT on pre-pay (pay-as-you-go) phone per claim
                                                                (pay-as-you-go) mobile phones.
   and to a maximum of £1,500, including VAT, on
   post-pay (contract) phone, per claim.                     7. Accessories for Your Mobile Phones, up to a
                                                                maximum of £250 per claim including VAT following
6. If You need to claim as a result of an Incident outside
                                                                a valid claim for loss, theft or damage and where such
   the UK Your Mobile Phone will be repaired or
                                                                accessories are attached to Your Mobile Phone at
   replaced when You return to the UK.
                                                                the time of the Incident occurring.
7. If any lost or stolen equipment is recovered after the
                                                             8. If You have a sole Account Your Policy will provide
   claim is approved, it shall become Our property and
                                                                cover for one Mobile Phone and the Insurers will
   must be returned to Us immediately.
                                                                only pay for two claims under this Policy in any
8. A damaged Mobile Phone and any of its component              consecutive 12 month period (such 12 month period
   parts and materials which are replaced by Us shall           commencing from the date of Your notifying Your
   become the Insurers.                                         first successful claim under this Policy).
9. The details of a Mobile Phone that is reported lost       9. If You have a joint Account Your Policy will provide
   or stolen will be submitted to the IMEI Database to          cover for up to two Mobile Phones and the Insurers
   prevent further use.                                         will only pay for up to two claims per account in
10. Once You have Your replacement Mobile Phone You             any 12 month period (such 12 month period
    can register the IMEI number with Ultimate Reward           commencing from the date of Your notifying
    Customer Services however Your replacement                  Your first successful claim under this Policy).
    mobile phone is automatically covered under
    Your Policy.




69 Bank account conditions
What is not covered:                                       10. Theft of, loss of, or damage to, accessories when
In respect of loss, theft and damage.                          such theft, loss or damage does not occur at the
                                                               same time or under the same circumstances as the
Cover is not provided for:                                     theft, loss or damage of or to Your Mobile Phone.
1. Theft from an unattended vehicle unless Your            In respect of Electrical Or Mechanical Breakdown.
   Mobile Phone is completely hidden from view
   within a locked glove compartment, locked boot          Cover is not provided for:
   compartment or other locked internal compartment        1. Loss or damage caused by, or during, maintenance
   within a fully locked and secured vehicle and violent      or modification of Your Mobile Phone.
   and forcible entry to both the vehicle and locked       2. Any breakdown or failure caused by placing or using
   internal compartment has been used. A copy of the          Your Mobile Phone in a location or environment not
   repairer’s account for such damage to the vehicle          in accordance with the manufacturer’s instructions.
   must be submitted with any claim.
                                                           3. Any breakdown which occurs during the
2. Theft of Your Mobile Phone from the person unless          manufacturer’s warranty period.
   force, pickpocket or threat of violence is used.
                                                           4. Any breakdown or damage caused by or attributed
3. Theft or loss of Your Mobile Phone from any                to the operation of a software virus or any other
   unattended building or premises unless damage              software related malfunction.
   was caused in gaining entry to or exit from
   the premises.                                           General Exclusions applying to Your Policy:
4. Theft or loss of Your Mobile Phone where it has         Cover is not provided for:
   been left unattended (not within Your sight at all      1. Where the IMEI number cannot be determined from
   times and out of Your arms-length reach) in a              Your Mobile Phone, or Proof of Purchase cannot be
   public place or a place to which the public has            provided to prove ownership of Your Mobile Phone.
   regular access.
                                                           2. Loss or damage due to wear and tear, depreciation
5. Any claim for theft of Your Phone unless reported to       or gradual deterioration.
   the appropriate local Police authority and Your
                                                           3. Loss or damage due to any process of cleaning,
   airtime provider within 24 hours of discovery of
                                                              adjustment, repair, maintenance or dismantling
   the Incident occurring. A crime reference number
                                                              carried out by a repairer not approved by
   must be obtained for all theft claims.
                                                              the manufacturer.
6. Theft of, loss of, or damage to Your Mobile Phone
                                                           4. Electrical Or Mechanical Breakdown caused by the
   whilst in the possession of someone else, other than
                                                              installation, removal or subsequent relocation of
   account holders.
                                                              Your Mobile Phone in or from a vehicle.
7. Loss where the circumstances of the Loss cannot be
                                                           5. Any other loss (business or personal) not covered
   clearly identified, i.e. where You are unable to
                                                              specifically by Your Policy resulting from the loss of
   confirm the time and place of Loss.
                                                              use of Your Mobile Phone.
8. The cost of Unauthorised Calls whilst Your Mobile
                                                           6. The cost of cosmetic repairs to Your Mobile Phone.
   Phone was not in Your custody. Where the theft or
   loss of the Phone has not been reported to the          7. Any other costs that are caused by an Incident or
   airtime provider and the appropriate local Police          any expense incurred as a result of not being able to
   authority within 24 hours of You discovering the           use Your Mobile Phone or any loss other than the
   Incident has occurred and Us within 48 hours of You        repair or replacement cost of Your Mobile Phone,
   discovering the Incident.                                  Unauthorised Calls or prepaid airtime/call claims
                                                              unless specifically stated in Your Policy or expressly
9. The cost of Unauthorised Calls if Your Mobile Phone
                                                              agreed by Us.
   has not been lost or stolen and a crime/loss
   reference (as appropriate) has not been obtained        8. Any expense incurred to transfer or retain Your
   from the Police.                                           Mobile Phone number.




                                                                                        Bank account conditions 70
9. Loss, theft, damage or breakdown caused by war,            If You remain dissatisfied, You can, within 6 months of
   terrorism, invasion, act of foreign enemy, hostilities     Our final decision, refer Your query for an independent
   (whether war be declared or not), civil war, rebellion,    assessment to:
   or insurrection by military or usurped power.              The Financial Ombudsman Service, South Quay Plaza,
10. Loss, theft, damage, or breakdown arising out of any      183 Marsh Wall, London E14 9SR.
    wilful act or negligence of the user of Your Mobile       The parties to these contracts are covered by the
    Phone.                                                    Financial Ombudsman Service who, once contacted,
11. Any claim arising from, or in connection with, the        will liaise with Us on Your behalf. They will inform You
    repossession of Your Mobile Phone by any bank,            directly of their decision. Referral to the Financial
    finance, leasing or similar company, or person            Ombudsman Service will not prejudice Your right to
    acting with such authority and/or the confiscation        take subsequent legal proceedings. Further information
    or impounding of the phone by any Police, Customs         can be obtained at their website:
    or Government authority.                                  www.financial-ombudsman.co.uk
12. An Account holder who is not permanently resident         You are entitled to contact the Insurer if You wish.
    in the UK.                                                Following this procedure will not affect Your
13. Losses that the Insurer does do not state are             statutory rights.
    specifically covered, for example, the cost of            The parties to these contracts are covered by the
    obtaining a Police report.                                Financial Services Compensation Scheme. In the
14. Loss or corruption of data, images, games, logos,         unlikely event any of the parties to this insurance are
    wallpaper, videos, or downloads, due to loss of,          unable to meet their liabilities, You may be entitled to
    theft of, or damage to Your Mobile Phone. We              compensation. The scheme covers 90% of the entire
    recommend that You keep a backup copy of all data.        claim, without any upper limit. Further information can
                                                              be obtained from their website: www.fscs.org.uk
Complaints procedure.
We will always be fair and reasonable when handling
                                                              Status disclosure.
Your Policy or claim. Should there ever be an occasion        This cover has been arranged by STAMS Ltd (FRN
when You feel that We have not provided You with a            409098) on behalf of the Bank of Scotland plc (FRN
satisfactory level of service, We would like You to inform    169628) who is authorised and regulated by the
Us so that We can do Our best to solve the problem. We        Financial Services Authority. This Policy is administered
will do everything possible to ensure that Your query is      by STAMS Ltd (FRN 409098), who is
dealt with promptly. The easiest way to contact Us is to      an appointed representative of Lifestyle Services Group
call Our Customer Relations team on 08451 21 14 01.           Limited (LSG). LSG (FRN 315245) handle claims on
Alternatively, You can write to Us at the following           behalf of the Insurer, who is London General Insurance
address, quoting Your Policy reference number in all          Company Limited (LGI) (FRN 202689). LSG and LGI are
correspondence:                                               authorised and regulated by the Financial Services
                                                              Authority (FSA), which can be checked on
Customer Relations Department, STAMS Limited,                 the FSA website at www.fsa.gov.uk/register/ or by
PO Box 98, Blyth NE24 9DL.                                    phoning 08456 06 12 34.
Our staff will attempt to resolve Your query                  If You need to register a complaint, please contact
immediately. If this is not possible, We promise to           the Customer Relations Department, STAMS Limited,
acknowledge Your query within 5 working days of               PO Box 98, Blyth NE24 9DL.
receiving it. In the unlikely event that Your query has not
been resolved within 4 weeks of Us receiving it, We will      If Your complaint is addressed to any of the above
write and let You know the reasons why, and what              parties and cannot be settled, You may be entitled to
further action We will take. Once We have resolved            refer it to the Financial Ombudsman Service. We are
Your query, We will confirm Our response in writing.          covered by the Financial Services Compensation
                                                              Scheme. You may be entitled to compensation from
If You are not satisfied with Our decision, please contact    the scheme if the above parties cannot meet
Our Customer Relations Manager on the above number.           their obligations.
If You have a complaint relating to the insurance Policy      For the purposes of the Data Protection Act 1998, the
wording or the contract with the Insurer, please contact      Data Controller in relation to the personal data You
the Insurer at their registered address.                      supply is LSG.




71 Bank account conditions
How we handle your personal information.                    We employ security measures to protect Your
We are committed to preserving the privacy of Our           information from access by unauthorised persons
customers. Please read the following privacy policy         and against unlawful processing, accidental loss,
to understand how We will use and protect the               destruction and damage. We will retain Your
information that You provide to Us. By opening Your         information for a reasonable period or as long as
Ultimate Reward Current Account, You consent to the         the law requires.
collection and use of Your information under the terms      Any changes to Our privacy policy will be notified to You
of this privacy policy.                                     in the appropriate way. All comments, queries and
The information You provide will be used by Us to           requests relating to Our use of Your information are
supply You with the services for which You have agreed      welcomed and should be addressed as specified above.
to and We may use the information to contact You to         Contact details.
obtain Your views on Our services, to let You know
                                                            The policy arranger and administrator.
about important changes to the services which We offer
and for statistical analysis.                               STAMS Ltd
                                                            Registered Office: Osprey House, Ore Close, Lymedale
The information You provide to Us about You and the
                                                            Business Park, NEWCASTLE UNDER LYME, Staffordshire
Mobile Phone may be shared with Bank of Scotland plc,
                                                            ST5 9QD. Registered in England number: 04783263.
and the Insurer. We may contact You by post,
telephone, SMS text, fax, or email. You will only be        The claims agent.
contacted by the methods You have asked to be               Lifestyle Services Group Limited
contacted by.                                               Registered Office: Osprey House, Ore Close, Lymedale
Your information will not be used or disclosed other        Business Park, NEWCASTLE UNDER LYME, Staffordshire
than in accordance with this privacy policy, or without     ST5 9QD. Registered in England number: 05114385.
Your permission, unless required by law.                    The insurer.
If You would prefer Us not to contact You to obtain Your    London General Insurance Company Limited
views and/or You change Your mind in the future and         Registered office: Integra House, Floor 2,
would like Us to stop contacting You for this purpose,      Vicarage Road, EGHAM, Surrey TW20 9JZ. Registered
please write to:                                            in England, Registered No. 1865673.
STAMS Limited
PO Box 98
Blyth NE24 9DL
We may co-operate with the Police and any other
relevant authorities or organisations in connection with
any misuse or suspected misuse of the services
provided by Us or any member of Our group of
companies. If necessary, We may divulge information
about You for this purpose. You have a right to ask for a
copy of the data held about You and You may ask Us to
make any necessary changes to ensure that it is accurate
and kept up to date. If You wish to do this, please
contact Us on 08451 21 14 01. We are entitled by law
to charge You a fee of £10.00 to meet Our costs in
providing You with details of the information We hold
about You.




                                                                                      Bank account conditions 72
Home Emergency.                                             Insurance Period.
                                                            The period commencing on the date You open an
The Insurance Contract.                                     Ultimate Reward Current Account and ending when
About Your policy wording:                                  Your Ultimate Reward Current Account is closed or Your
This service provides assistance if You or any member of    policy is cancelled, whichever is earlier.
Your Family have a Home Emergency and You phone             Unoccupied.
the Home Emergency Helpline.
                                                            When Your Home has not been lived in for more than
We will arrange to deal with the emergency by choosing      60 days in a row.
a qualified person to come to Your Home and carry
out any repairs that are necessary as a result of that      Vermin.
Home Emergency.                                             Brown or black rats, house or field mice, wasps’ and
We want You to get the most from this service and           hornets’ nests when situated inside Your Home or pests
to do this You must read this policy and make sure You      that are destructive in their natural behaviour.
are covered for the sort of losses You think might          We/Us/Our.
happen and make sure You understand the conditions          Inter Partner Assistance S.A. or such other insurer as
and exclusions which apply to Your policy. If You do not    may be appointed by Your Ultimate Reward Current
meet these conditions it may affect any claim You make.     Account provider.
Your policy is renewed on a monthly basis and will end      You/Your.
if (i) Your Ultimate Reward Current Account is closed;
(ii) You fail to pay the monthly fee for Your account;      The holder(s) of an Ultimate Reward Current Account.
(iii) Your account is changed to another type of account    Your Family.
with Your account provider; (iv) Your account comes
                                                            You, Your spouse, Your civil partner (as defined in
under the management of Your account provider’s
                                                            Section 1 of the Civil Partnership Act 2004) or the
collections and recoveries department; or (v) Your
                                                            person (whether or not of the same sex) with whom
residential address is no longer in the UK. You have the
                                                            You are permanently cohabiting in a marriage-like
right to cancel Your policy by giving Us notice that You
                                                            relationship, children (including adopted and foster
wish to cancel. We may cancel Your policy or change
                                                            children) and relatives or domestic staff who normally
Your policy wording by giving you 30 days’ notice in
                                                            live with You.
writing. If Your policy ends for any reason, You will not
be entitled to a refund of any fees and/or premium paid     The insurer.
for the cover provided under Your policy.                   This policy is underwritten by Inter Partner Assistance
Words with special meanings.                                S.A. who are a wholly owned subsidiary of AXA
                                                            Assistance S.A. and part of the worldwide AXA Group.
Throughout Your policy wording, certain words are
                                                            Inter Partner Assistance S.A. is authorised by the
shown in bold type. These words have special meanings
                                                            Commission Bancaire Financiere, et des Assurances
which are listed below.
                                                            (CBFA) in Belgium and regulated by the Financial
Home.                                                       Services Authority (FSA) in the UK. Inter Partner
The private dwelling, its garages and outbuildings          Assistance S.A. is registered in Belgium number:
detailed in the deeds of the property (which are solely     394025.
used for domestic purposes).                                The UK branch is registered in England number:
Home Emergency.                                             FC008998.
A sudden event that was not expected by any of Your         UK Registered Office: Inter Partner Assistance S.A.,
Family and which needs immediate action to:                 The Quadrangle, 106-118 Station Road, Redhill,
                                                            Surrey RH1 1PR.
• make the Home safe or secure
                                                            Inter Partner Assistance S.A. is a member of the
• avoid damage or more damage to Your Home                  Association of British Insurers (ABI) and Financial
• make Your Home fit to live in                             Ombudsman Service (FOS).
• restore electricity, gas or water services to Your Home
  if they have totally failed.




73 Bank account conditions
Making a claim.                                                • Any claim for water supply pipes outside the walls of
1. To obtain emergency assistance call the 24 hour               Your private dwelling.
   Home Emergency Helpline on 08451 24 14 01.                  • Any deliberate act of any public or local authority
2. Ensure You have the following information to hand:            service.

    • Your name and postcode                                   • Any deliberate act or omission by any member of Your
                                                                 Family, in an attempt to make a false or fraudulent
    • Your Ultimate Reward Current Account Number                claim under this section.
      and branch Sort Code
                                                               • Any claim which is covered by a maintenance
    • an indication as to the nature of the problem.             agreement, guarantee or extended warranty contract.
How We settle claims.                                          • Any claim because Your central heating boiler fails
The most We will pay for any single event is up to £250          and it is over 15 years old.
(including VAT) towards the cost of the qualified person       • LPG Fuelled, oil fired, warm air, solar heating or
who We choose to deal with the Home Emergency, in                boilers with an output over 60Kw/hr.
respect of the call-out charge, labour and any materials
that are necessary, plus up to £100 towards alternative        • Septic tanks, guttering and down pipes.
accommodation.                                                 • Breakdown or loss of, or damage to, domestic
Policy limits.                                                   appliances like freezers, washing machines,
                                                                 microwaves or other mechanical equipment such as
What IS covered:                                                 Saniflow toilets.
• A Home Emergency that You or any member of Your              • Any loss where You did not contact Us to arrange
  Family tells Us about.                                         repairs.
• If Your Home becomes uninhabitable and remains               • Any loss or damage arising from subsidence caused
  so overnight We will reimburse Your accommodation              by bedding down of new structures, repairs or
  and related transport costs up to a maximum value              alterations to the property, faulty workmanship, or use
  of £100 provided that You obtain Our express agreement         of defective materials, river or coastal erosion.
  in advance of such costs being incurred.
                                                               • Any defect, damage or failure caused by third party
                                                                 interference, negligence, misuse, or faulty
                                                                 workmanship, including any attempted repair or
 Covers                                  The most we             modification which does not comply with recognised
                                         will pay for any        industry standards.
                                         single event
                                                               • Any leaking or dripping tap that requires re-washering
 Cost of the qualified person            £250                    or replacing, external overflows or replacement of
 chosen by us to deal with the                                   cylinders, tanks, radiators and sanitary ware.
 emergency in respect of the                                   • Any burst or leaking flexible hoses which can be
 call-out charge, labour and                                     isolated or leaking washing appliances.
 any materials necessary.
                                                               • De-scaling and any work arising from hard water scale
 Home emergency overnight                £100                    deposits or from damage caused by aggressive water
 accommodation                                                   or sludge resulting from corrosion. Signs that work is
                                                                 needed may include a noisy boiler, sludged up pipes
                                                                 or poor circulation.
What IS NOT covered:                                           • Replacement of light bulbs and fuses in plugs.
• A fault any member of Your Family knew or should             • Lost keys for outbuildings, garages and sheds.
  have known about when You took out the policy.               • Vermin outside the private dwelling, for example,
• Systems or structures (for example, central heating)           garages and other outbuildings.
  which have not been installed or fitted by a                 • Where the account holders tenancy agreement has
  qualified person.                                              a requirement for the tenant to report emergencies
• Any claim if Your Home is Unoccupied.                          to the home owner or the managing agent to instruct
• Any claim if Your mains electricity, water or gas supply       the appropriate contractor.
  fails or is deliberately cut off by any electricity, water   • Any cost relating to the repair or attempted repair
  or gas supply company.                                         not carried out by us.

                                                                                          Bank account conditions 74
General conditions applying to Your policy.                   • Any loss or damage resulting directly or indirectly
• Your policy is only available to persons resident             from pollution or contamination which was:
  in the UK (not including the Isle of Man and the             – a result of an intentional act; or
  Channel Islands).                                            – expected or should have been expected; or
• You and Your Family must take all reasonable steps to        – not sudden; or
  prevent loss or damage to everything which is covered
  under this policy.                                           – not during any Insurance Period.
• You must keep all buildings and all the property            • Uninsurable Risks:
  covered in good condition and repair.                        – wear, tear and depreciation; and
• Failure to take all reasonable steps to prevent loss         – any loss or damage caused by wet or dry rot; and
  or damage will result in a deduction from any claim
                                                               – any loss or damage caused by fungus, woodworm,
  payment, or may result in Your claim being declined
                                                                 beetles, moths, insects or Vermin; and
  in full.
                                                               – mechanical or electrical fault or breakdown; and
General exclusions applying to Your policy.
                                                               – any process of cleaning, dyeing, renovating,
• Any loss or damage caused, or allowed to be caused
                                                                 altering, re-styling, repair or restoring; and
  deliberately or wilfully, by any of Your Family, a paying
  guest or tenant.                                             – anything which occurs gradually, or deteriorates
                                                                 over a period of time or has reached the end of its
• Any loss or damage caused directly or indirectly by:
                                                                 useful life.
 – ionising radiation or radioactive contamination from
                                                              • We will not provide cover for any loss or damage that
   any nuclear fuel or waste which results from the
                                                                occurred prior to the start of Your policy.
   burning of nuclear fuel; or
                                                              Complaints procedure.
 – the radioactive, toxic, explosive or other dangerous
   properties of nuclear machinery or any part of it; or      Although We aim to please, We want You to tell Us if
                                                              You have problems.
 – war, invasion or revolution; or
                                                              Action You can take.
 – terrorism. For the purpose of this exclusion,
   ‘terrorism’ means the use of, or threat of use, of         First Contact: Customer Services Administration,
   biological, chemical and/or nuclear force or               Inter Partner Assistance S.A., The Quadrangle,
   contamination by any person(s), whether acting             106-118 Station Road, Redhill, Surrey RH1 1PX,
   alone or on behalf of or in connection with any            United Kingdom.
   organisation(s) or government(s), committed                If this does not settle the matter, You can contact the
   for political, religious, ideological or similar           Financial Ombudsman Service at:
   purposes including the intention to influence any
   government(s) or put any section of the public             Insurance Division, Financial Ombudsman Service,
   in fear; or                                                South Quay Plaza, 183 Marsh Wall, London E14 9SR,
                                                              United Kingdom.
 – pressure waves caused by aircraft or indirectly or
   other flying objects moving at or above the speed          If You make a complaint, it will not affect Your right to
   of sound.                                                  take legal action.
                                                              A copy of Our detailed complaints procedures is
                                                              available on request.




75 Bank account conditions
Card Protection.                                               If You are the joint holders of an Ultimate Reward
                                                               Current Account You agree that We may accept
We set out below the extent and terms of Your insurance
                                                               instructions from and give information to either account
cover, subject to the conditions and exclusions shown.
                                                               holder in relation to Your Policy.
We want You to understand and be satisfied with Your
Policy. Please be sure to read this Policy, so that You        It is agreed that this Policy is governed by English law.
know exactly what is and what is not covered.                  It is agreed that any dispute will be settled in the
                                                               English courts.
About Your Policy.
                                                               Words with Special Meanings.
This Policy document tells You what is and what is not
covered, how to make a claim and provides other                Advance.
important information.                                         An interest free payment made by Us to a Cardholder,
Our part of the contract.                                      when the Cardholder has no other means of paying for
                                                               services or obtaining cash due to an Incident. (This
Our part of the contract is that We provide the cover set
                                                               service is available to Cardholders only when requested
out in this Policy document based on the information
                                                               at the time of reporting an Incident and will be made via
which You provided when opening Your Ultimate
                                                               Western Union.)
Reward Current Account and if you subsequently
registered Your Cards.                                         Communication Costs.
Your part of the contract.                                     The cost of communications that a Cardholder has to
                                                               pay to contact Us, the Police, a relevant assistance
Your part of the contract is that You will comply with all
                                                               company and/or a Card issuer in order to cancel a Card
of the conditions set out in this Policy. If You do not meet
                                                               or obtain appropriate assistance due to an Incident.
Your part of the contract We may refuse to pay a claim.
You must:                                                      Card(s).
• be resident in the UK;                                       A Cardholder’s financial cards including credit, charge,
                                                               cash, cheque, debit or store cards.
• take all reasonable care to safeguard against anything
  which may result in a claim under this Policy.               Cardholder(s).
Your Policy is renewed on a monthly basis and will end         The holder or holders of an Ultimate Reward Current
if (i) Your Ultimate Reward Current Account is closed;         Account who reside at and whose Card is registered
(ii) You fail to pay the monthly fee for Your account;         at the address appearing on the Ultimate Reward
(iii) Your account is changed to another type of account       Current Account.
with Your account provider; (iv) Your account comes            Emergency Card.
under the management of Your account provider’s
collections and recoveries department; or (v) Your             A temporary replacement Card that a Cardholder
residential address is no longer in the UK. You have           obtains whilst away from the UK as a result of an Incident.
the right to cancel Your Policy by giving Us notice that       Emergency Card Fees.
You wish to cancel by telephoning 08451 24 14 01.              Fees payable by a Cardholder to the Card issuer in
We may cancel Your Policy or change Your Policy                order to obtain an Emergency Card whilst away from
wording by giving you 30 days’ notice in writing.              the UK.
If Your Policy ends for any reason, You will not be
entitled to a refund of any fees and/or premium                Emergency Travel Documents.
paid for the cover provided under Your Policy.                 A passport that a Cardholder must replace whilst
                                                               outside the UK as a result of an Incident.
                                                               Incident.
                                                               An event or series of connected events, which results
                                                               in the loss or theft of a Card resulting in the Cardholder
                                                               being unable to use or control its use.
                                                               Insurer.
                                                               Card Protection Insurance is underwritten by Allianz
                                                               Insurance plc. Further details are noted on page 77.




                                                                                          Bank account conditions 76
Joint Account.                                              General Exclusions which apply to your Policy.
A Policy issued to joint account holders of an Ultimate     Any loss as a result of natural disasters, terrorist action, war,
Reward Current Account.                                     invasion, act of foreign enemy, hostilities (whether or not
Personal Effects.                                           war has been declared), civil war, rebellion, military or
                                                            usurped power, riot or civil commotion or revolution or
The bag, purse, wallet or Card carrier in which a           similar event, or where a Cardholder has deliberately put
Cardholder kept a Card at the time of an Incident.          themselves in danger, is specifically excluded.
Personal Money.                                             Policy Conditions.
Cash and bank notes belonging to a Cardholder               1. If any item covered by this Policy is lost or stolen,
and solely for their personal use.                             the Cardholder must notify Us within 24 hours of
Policy.                                                        discovery. The Cardholder must also obtain a report
                                                               from the Police (including a full Police reference
The policy issued to You as a result of You holding an
                                                               number, the address and telephone number of the
Ultimate Reward Current Account as amended from
                                                               Police station) confirming the loss and follow the
time to time.
                                                               ‘How to make a claim’ section below. Claims should be
Policyholder/You/Your.                                         submitted as soon as possible and must be submitted
The holder or holders of an Ultimate Reward                    within 60 days of the Incident. The Cardholder
Current Account.                                               must provide Us with all of the information that
                                                               We reasonably consider relevant in order to assess
Single Account.                                                any claim.
A Policy issued to a sole account holder of an Ultimate     2. If a Cardholder claims under this Policy for something
Reward Current Account.                                        that is covered by another insurance policy, the
UK.                                                            Cardholder must provide Us with full details of the
The United Kingdom, Channel Islands and Isle of Man.           other insurance policy. We will only pay Our legal
                                                               share of any claim.
We/Us/Our.
                                                            3. Any claim for Personal Money must be supported by
Allianz Insurance plc or such other insurer as may             reasonable evidence confirming that the Cardholder
be appointed by Your Ultimate Reward Current                   had the amount claimed in their possession
Account provider.                                              immediately before the loss.
The Insurer.                                                4. If a Cardholder makes a dishonest claim under this
The insurance underwritten by Allianz Insurance plc.           Policy, all rights to the benefits under this Policy will be
(Registered In England No. 00084638) whose head office         lost and the Policy will be cancelled immediately.
and registered office is 57 Ladymead, Guildford, Surrey     5. Claims for Communication Costs must be supported
GU1 1DB. The main business of the insurer is the               by reasonable evidence of the costs incurred.
underwriting of general insurance policies, claims
administration and claims settlement.                       6. An Advance will only be made when a Cardholder has
                                                               no other means of paying for services or obtaining
Allianz Insurance plc. are authorised and regulated by         cash following an Incident. The Advance is made on
the Financial Services Authority (‘FSA’). You can check        the basis that the Cardholder agrees to repay the
this on the FSA register by visiting the FSA website           Advance to Us within one calendar month. We may
www.fsa.gov.uk/pages/register/ or by telephoning the           refuse to provide an Advance if We have reason to
FSA on 0845 606 1234. We may appoint third parties to          believe that the Cardholder will not be able to repay
carry out certain services in relation to Your Policy.         the Advance within one calendar month. All Advances
You incur no additional costs by arranging Your insurance      remain interest free. Should repayment of the Advance
by this method.                                                be made after one calendar month the Cardholder
                                                               will, if We ask, pay any charges or expenses incurred
The terms and conditions of Your Policy and the
                                                               by Us or the Insurer in providing the Advance from the
information provided in this document will be provided
                                                               day the amount was advanced until repayment in full
in English. During the term of Your Policy We will
                                                               including any charges paid to Western Union. If a
communicate with You using the English language.
                                                               Cardholder does not repay an Advance in full, the
                                                               other Cardholder will be liable for repayment.




77 Bank account conditions
     It is a condition of this Policy that any cover for
     Cardholders will be suspended until any Advances are
     repaid in full and in the event that they remain unpaid
     with Our consent all cover under Your Policy will end.
7.   When a Card is lost or stolen whilst travelling outside
     the UK as a result of an Incident the Cardholder may
     claim for up to one Card replacement per Cardholder.
     You must notify Us before You obtain an Emergency
     Card. We will only reimburse Emergency Card Fees if
     there has been no Advance as a result of the Incident.
8. If a Card is lost or stolen whilst the Cardholder is
   travelling outside the UK as a result of an Incident the
   Cardholder may claim for the cost of one Emergency
   Travel Document. You must notify Us before You
   obtain an Emergency Travel Document.

Using Your Policy.
How to Make a Claim.
1. Check Your Policy to ensure that the loss is covered by
   Your Policy.
2. If any item covered by this Policy is lost or stolen, You
   must notify Us within 24 hours of discovery. You must
   also obtain a report from the Police which includes
   a crime reference number and the address and
   telephone number of the Police station where Your
   report was made.
3. Read the ‘Making a claim’ section and follow the
   instructions given.
4. Contact Us within 60 days of an Incident by
   telephoning Us on the number shown in the booklet
   ‘A guide to your benefits’, quoting Your Ultimate
   Reward Current Account Sort Code and Account
   Number and tell Us what has happened. All telephone
   calls will be recorded for staff training and to assist with
   quality control.
5. We will provide You with a claim form to complete.
   Please return the completed claim form, a Police report
   and any other documentation that We request to
   support Your claim to Us.
6. You must send Your completed claim form within
   60 days of the Incident to the Data Processing
   Manager, STAMS Ltd, PO Box 98, Blyth NE24 9DL.
7.   We will acknowledge receipt of Your claim form within
     5 working days. We will then carry out Our normal
     investigations, and will pay all amounts due within
     14 working days of receipt of the claim form and any
     other information that We have requested.




                                                                  Bank account conditions 78
The Cover.
This part of the Policy sets out the cover We will provide.


 What is covered                            The cover                              What is not covered

 Personal Money as a result of              Up to £100 per Incident for a Single   More than a total of £100 for a Single
 an Incident.                               Account Policy and up to £200 per      Account Policy and £200 for a Joint
                                            Incident for a Joint Account Policy.   Account Policy in any 12 month
                                                                                   period.
                                                                                   A loss or theft that You do not report
                                                                                   to Us within 24 hours of discovery.
                                                                                   A loss or theft that You do not report
                                                                                   to the Police or where You fail to
                                                                                   obtain a crime reference number.

 Communication Costs that a                 Up to £100 per Incident for a Single   More than a total of £100 for a Single
 Cardholder must pay in order               Account Policy and up to £200 per      Account Policy and £200 for a Joint
 to notify Us, a Card issuer or the         Incident for a Joint Account Policy.   Account Policy in any 12 month
 Police of an Incident.                                                            period.
                                                                                   Communication Costs incurred for
                                                                                   any reason after a successful Card
                                                                                   loss report has been made.




79 Bank account conditions
What is covered                       The cover                              What is not covered

Communication Costs that a            Up to £100 per event for a Single      More than a total of £100 for a
Cardholder must pay in order to       Account Policy and up to £200 per      Single Account Policy and £200
locate and retrieve lost luggage.     event for a Joint Account Policy.      for a Joint Account Policy in any
                                                                             12 month period.
                                                                             Any travel costs a Cardholder
                                                                             pays in order to retrieve the
                                                                             lost luggage.

Communication Costs that a            Up to £100 per Incident for a Single   More than a total of £100 for a
Cardholder must pay in order          Account Policy and up to £200 per      Single Account Policy and £200
to obtain Emergency Travel            Incident for a Joint Account Policy.   for a Joint Account Policy in any
Documents whilst outside the                                                 12 month period.
UK as a result of an Incident.                                               Any travel costs a Cardholder
                                                                             pays in order to obtain
                                                                             Emergency Travel Documents.

Communication Costs that a            Up to £100 per Incident for a Single   More than a total of £100 for a
Cardholder must pay in order          Account Policy and up to £200 per      Single Account Policy and £200
to obtain Emergency Medical           Incident for a Joint Account Policy.   for a Joint Account Policy in any
Assistance whilst outside the                                                12 month period.
UK as a result of an Incident.                                               Any travel costs a Cardholder
                                                                             pays to obtain Emergency
                                                                             Medical Assistance.

Communication Costs that a            Up to £100 per Incident for a Single   More than a total of £100 for a
Cardholder must pay in order to       Account Policy and up to £200 per      Single Account Policy and £200
locate and retrieve lost keys.        Incident for a Joint Account Policy.   for a Joint Account Policy in any
                                                                             12 month period.
                                                                             Any travel costs a Cardholder
                                                                             pays in order to retrieve lost keys.

The costs that a Cardholder must      Up to £50 per Incident for a Single    More than a total of £50 for a
pay in order to replace personal      Account Policy and up to £100 per      Single Account Policy and £100
effects as a result of an Incident.   Incident for a Joint Account Policy.   for a Joint Account Policy in any
                                                                             12 month period.




                                                                                     Bank account conditions 80
 What is covered                        The cover                              What is not covered

 CIFAS protective registration in the   One protective registration per        More than one protective
 event a Cardholder losing their        Cardholder per year.                   registration per Cardholder
 passport outside the UK or driving                                            per year.
 licence in the UK or abroad as a
 result of an Incident.

 The cost of Emergency Travel           Up to £100 per Incident for a Single   More than a total of £100 for a Single
 Documents that a Cardholder must       Account Policy and up to £200 per      Account Policy and £200 for a Joint
 obtain in order to replace travel      Incident for a Joint Account Policy.   Account Policy in any 12 month
 documents outside the UK as a                                                 period.
 result of an Incident.                                                        Any legal or travel costs the
                                                                               Cardholder has to pay in order
                                                                               to obtain Emergency Travel
                                                                               Documents.
                                                                               Any travel documents replaced
                                                                               which are not as a result of an
                                                                               emergency, for example, a
                                                                               document replaced whilst a
                                                                               Cardholder is in the UK.

 Emergency Card Fees incurred by        Up to £100 per Incident for a Single   More than a total of £100 for a Single
 a Cardholder in order to replace       Account Policy and up to £200 per      Account Policy and £200 for a Joint
 a Card whilst outside the UK as        Incident for a Joint Account Policy.   Account Policy in any 12 month
 a result of an Incident.                                                      period.
                                                                               The cost of obtaining more than one
                                                                               Emergency Card per Cardholder for
                                                                               any one Incident.
                                                                               Any costs incurred where a
                                                                               Cardholder has obtained an
                                                                               Advance for the same Incident.




81 Bank account conditions
 What is covered                           The cover                                  What is not covered

 A cash Advance to a Cardholder            Up to £2,500 per Single Account            An Advance made other than via
 following an Incident.                    Policy and up to £5,000 per Joint          Western Union.
                                           Account Policy for any one Incident.       Any costs incurred by travelling
                                           UK cash Advance up to £1,000 for           companions who are not
                                           any one Incident.                          Cardholders.
                                                                                      More than one Advance per Incident.
                                                                                      A cash Advance in the UK where You
                                                                                      are stranded within 40 miles of the
                                                                                      address registered with Us.

 An Advance to a Cardholder who is         Up to £2,500 per Single Account            An Advance made other than via
 outside the UK to meet hotel or other     Policy and up to £5,000 per Joint          Western Union.
 third party accommodation charges         Account Policy for any one Incident.       Any costs incurred by travelling
 that the Cardholder is unable to pay                                                 companions who are not
 as a result of an Incident.                                                          Cardholders.
                                                                                      More than one Advance per Incident.

 A cash Advance to a Cardholder            Up to £2,500 per Single Account            An Advance made other than via
 who is outside the UK to replace          Policy and up to £5,000 per Joint          Western Union.
 flight or other travel tickets lost or    Account Policy for any one Incident.       Any costs incurred by travelling
 stolen as a result of an Incident.                                                   companions who are not
                                                                                      Cardholders.
                                                                                      More than one Advance per Incident.

 An emergency messaging service            We will use Our best endeavours to         More than two emergency
 for a Cardholder who is outside           relay a Cardholder’s message to a          messages in any 24 hour period.
 the UK.                                   third party.                               More than three separate
                                                                                      unsuccessful attempts to deliver
                                                                                      a message.

 The cost of a replacement driving         Up to £50 per Cardholder in any            More than £50 per Cardholder
 licence lost or stolen during             12 month period.                           in any 12 month period.
 an Incident.



Customer Care — We set high standards and seek to               If You are still dissatisfied, You have the right to refer to the
provide levels of service that We believe You have the          Financial Ombudsman Service (FOS), which is authorised
right to expect.                                                to consider most complaints and will undertake an
However, things can go wrong and if they do We want             independent review of Your complaint. The Ombudsman
You to tell Us about them. Please write in the first instance   can be contacted at Financial Ombudsman Service, South
to the Data Processing Manager, STAMS Ltd,                      Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone
PO Box 98, Blyth NE24 9DL. If this does not resolve the         number 08000 23 45 67, or the Ombudsman website
matter to Your satisfaction You can take the matter up          www.financial-ombudsman.org.uk
with the Customer Satisfaction Manager, at Allianz
Insurance plc, 57 Ladymead, Guildford, Surrey GU1 1DB.




                                                                                            Bank account conditions 82
Data Protection Notice.                                         • If You wish to receive details of the fraud prevention
• STAMS Ltd and its business partners and the Insurer             agency with whom We record information about You,
  will use Your information for insurance, administration,        write to Us at Customer Services, STAMS Ltd,
  underwriting, statistical analysis, claims handling,            PO Box 98, Blyth NE24 9DL.
  research, customer services and to undertake home             CIFAS.
  visits to discuss the claim. We will disclose Your
                                                                Who is CIFAS?
  information to Our service providers, agents and
  business partners for these purposes.                         CIFAS, the UK’s Fraud Prevention Service is a not for
                                                                profit membership organisation dedicated to the
• In the event of a claim any information provided,
                                                                prevention of financial crime. Among other initiatives,
  whether over the telephone or on the claim form or
                                                                CIFAS helps prevent the misuse of individuals’ identities
  otherwise may be put onto a register of claims through
                                                                through the sharing of information.
  which insurers share information to prevent fraudulent
  claims. A list of participants and the name and the           The organisations that co-operate with CIFAS are
  address of the operator are available on request.             committed to sharing information and expertise to
  The Insurer may also disclose Your information to             develop best practice in the field of fraud prevention.
  their agents and other insurers to investigate or             More information about CIFAS can be obtained from
  prevent fraud.                                                their website www.cifas.org.uk
• STAMS Ltd may share Your information with                     Fair Processing Notice.
  organisations who are Our business partners. Our              • If false or inaccurate information is provided and fraud
  business partners may contact You by mail, telephone,           is identified, details will be passed to fraud prevention
  fax, e-mail or other reasonable method to let You know          agencies.
  about any services which may be of interest to You.
  If You do not want Your details to be used for marketing      • Law enforcement agencies may access and use
  please write to Customer Services, STAMS Ltd,                   this information.
  PO Box 98, Blyth NE24 9DL.                                    • We and other organisations may also access and use
• You have a right to ask for a copy of Your information          this information to prevent fraud and money
  (for which We charge a small fee) and to correct any            laundering, for example, when:
  inaccuracies. To make sure We follow Your instructions        • Checking details on applications for credit and credit
  correctly and to improve Our service to You through             related or other facilities.
  training Our staff, We may monitor or record
                                                                • Managing credit and credit related accounts
  communications.
                                                                  or facilities.
If Your passport and/or driving licence have been stolen
                                                                • Recovering debt.
or misappropriated as the result of an Incident, You may
request that We file a protective registration on Your          • Checking details on proposals and claims for all types
behalf. If You instruct us to file a protective registration,     of insurance.
Your details will be used in the following way:                 • Checking details of job applicants and employees
• If false or inaccurate information is provided and fraud      Please contact Us at 08451 24 14 01 if You want to
  is identified, details will be passed to fraud prevention     receive details of the relevant fraud prevention agencies.
  agencies.
                                                                We and other organisations may access and use from
• Law enforcement agencies may access and use                   other countries the information recorded by fraud
  this information.                                             prevention agencies.
• We and other organisations may also access and                More information can be obtained from the CIFAS
  use this information to prevent fraud and money               website at www.cifas.org.uk
  laundering, for example, when:
  – Checking details on applications for credit and credit
    related or other facilities
  – Managing credit and credit related accounts
    or facilities
  – Recovering debt
  – Checking details on proposals and claims for all types
    of insurance
  – Checking details of job applicants and employees.
• We and other organisations may access and use from
  other countries the information recorded by fraud
  prevention agencies.




83 Bank account conditions
Key policy differences.
The table below provides a summary of the key              To ensure you don’t have more cover than you need,
differences between the cover provided as part             you may wish to review the terms and conditions
of the Ultimate Reward Current Account and our             of any similar policies you hold with either us or any
standalone policies for Bank of Scotland Travel,           other provider.
Home and Motor Insurance.


 Halifax Travel Insurance — 08457 23 33 43

                              Cover provided with your Ultimate      Cover provided with your Halifax Travel
                              Reward Current Account                 Insurance policy

 Travel                       • Cover ceases on your 71st birthday   • Cover ceases on your 75th birthday.
 Maximum age limit                                                     USA cover maximum age 65

 Policy excess                • £50 per person, per incident         • £50 per person, per incident (£250 legal
                                (£250 legal expenses excess)           expenses excess). With the option to remove
                                                                       or increase policy excess (applies to all
                                                                       sections except legal expenses)

 Cancellation limits          • £5,000                               • £5,000 as standard, with option to increase
                                                                       to £10,000

 Policy Cover                 • Personal Baggage, Personal           • Option to include Personal Baggage,
                                Money, Winter Sports and Golf          Personal Money, Winter Sports and
                                Cover inclusive                        Golf Cover



 Halifax Motor Insurance — 08009 17 17 91

                              Cover provided with your Ultimate      Cover provided with your Halifax Motor
                              Reward Current Account                 Insurance policy

 Breakdown cover              URCA account holders are covered       Policy holders are covered and anyone
                              as a driver or passenger in any car    driving or riding as a passenger in the insured
                              within the specified limits            vehicle with the permission of the policy
                                                                     holder




                                                                                    Bank account conditions 84
 Halifax Home Insurance — 08456 00 60 01

                                     Cover provided with your Ultimate   Cover provided with your Halifax
                                     Reward Current Account              Home Insurance policy

 Mobile phone cover                  • Phone up to £2,000                • Phone up to £500, covering
                                     • Phone accessories up to £250        you and your family living at
                                                                           the property
                                     • Covers the account holders
                                       (maximum of 2 people)             • Airtime up to £25
                                                                         • Informing costs £25

 Home Emergency cover
 We will pay for:
 • A qualified person chosen by      • £250                              • £500
   us to deal with an emergency
   in your home
 • Overnight accommodation if your   • £100                              • £100
   home is uninhabitable




 Home Emergency purchased alongside Bank of Scotland Home Solutions

                                     Cover provided with your Ultimate   Cover provided with your
                                     Reward Current Account              Home Emergency policy
                                                                         purchased alongside your
                                                                         Home Solutions policy

 Home Emergency cover
 We will pay for:
 • A qualified person chosen by      • £250                              • £300
   us to deal with an emergency
   in your home
 • Overnight accommodation if your   • £100                              • No cover
   home is uninhabitable




85 Bank account conditions
If you have a hearing or speech      We may monitor or record calls to check we have
                                     carried out your instructions correctly and to help
impairment you can use Text          improve our quality of service.
                                     Bank of Scotland plc. Registered in Scotland
Relay (previously Typetalk) or       No. SC327000. Registered office: The Mound,
                                     Edinburgh EH1 1YZ.
Textphone on 0845 600 9644           Authorised and regulated by the Financial Services
(lines are open seven days           Authority except for lending for which we are
                                     licensed by the Office of Fair Trading. We subscribe
a week 9am-5pm). We can              to the Lending Code; details can be obtained from
                                     www.lendingstandardsboard.org.uk
provide brochures and other          We are covered by the Financial Services Compensation
documents in large print, Braille,   Scheme and the Financial Ombudsman Service.
                                     As part of Lloyds Banking Group, Bank of Scotland is a
CD and audio tape. Please ask        Proud Partner for Scotland of the London 2012 Olympic
                                     Games and Paralympic Games.
a member of staff if you’d like      This information is correct as at April 2012.
individual pieces of literature in   1/4520037-2 (04/12)

any other formats or would like
to know more.




Bringing London 2012
closer to Scotland.
bankofscotland.co.uk/trackside

				
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