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Black Account Insurance Policy Summaries

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Important Information – Please review the high level policy summaries below and all the information provided in this document, to ensure our policies fully meet your needs and the cover is right for you.

Key Benefits Main Exclusions

Travel Insurance • Worldwide and UK multi-trip cover for you and your family

• Winter sports cover included

• No need to register - unless you, or anyone to be covered by the policy is aged 70 or over or has an existing medical condition

• Underwritten by U K Insurance Limited

• Available to UK residents and persons over the age of 18

• Persons aged 70 or over must call 0345 601 7188 each year in order to obtain cover and will be required to pay an annual premium of £75 per person and in addition you will be medically screened

• Customers with an existing medical condition they wish to be covered, must call 0345 601 7188 for screening. You may be required to pay a premium for cover or we may decide not to cover you for this condition

• Maximum trip duration limit of 90 days

• Winter sports cover is restricted to 31 days

• Trips should start and end in the UK

• Trips in the UK must be for at least 3 consecutive days in pre-booked accommodation not belonging to a friend or family member

• Business, Wedding, Golf and Hazardous Activities are not covered – cover is available through calling 0345 601 7188

• Additional guests added to the policy must travel with the account holder or partner

• Dependent children must be:

– Under 18 at the start of the journey or under 23 if in full time education

– Living at the home address or with their other parent

– Unmarried and not entered into a civil partnership

• If a member of your immediate family, a close business associate (whether travelling or not) or anyone travelling in your party has been a hospital inpatient or put on a waiting list for hospital treatment for a medical condition in the 12 months prior to you booking the journey, this policy does not cover the subsequent cancellation of that journey as a result

• Trips booked prior to opening your account are covered by this policy, trips started before opening your account are not covered by this policy

Black Account Insurance Products

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Home Emergency Service

• 24/7 home emergency cover up to £750 including VAT

• Automatic cover – no need to register


For home emergency services call 0345 601 7188

• Doesn’t cover loss or damage arising from circumstances known to you prior to the period of the membership

• Doesn’t cover claims arising after the home has been left unoccupied for more than 60 consecutive days

• Boliers over 10 years old and/or with an output exceeding 75kW are not covered

• Claims not covered if you do not own your own home

• Does not cover the cost of replacement parts due to natural wear and tear or gradual deterioration

Mobile Phone Insurance • Covers your phone for damage, theft, loss and breakdown (after your warranty has expired)

• Claims are settled with a replacement phone. Replacements are refurbished models and are in an ‘as new’ condition

• Covers standard accessories supplied with your phone that are lost, stolen or damaged at the same time as your phone, up to a maximum of £250

• Cover for unauthorised use of up to £2,500 for pay monthly contracts and £100 for pay as you go

• Worldwide cover

• Underwritten by Aviva Insurance Limited

• The excess you will have to pay for any successful claim is £100

• Any claim for a phone other than the one you, your partner and/or your dependent children use on a daily basis

• No cover for phones owned by your employer

• The maximum number of successful claims that can be made in any 12 month period is 4

• No cover for theft or loss if you have deliberately put your phone at risk

• No cover for theft from an unattended vehicle unless the vehicle was locked and the phone concealed from view.

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European Car Breakdown Cover

• UK & European cover including returning you and your vehicle to your home address in the UK and options to get to your destination if your vehicle can’t be fixed

• Cover includes all vehicles owned by you and registered at your home address

• Automatic cover – no need to register


• The vehicle must be fit to drive at the start of the journey and be serviced in line with the manufacturer’s recommendations

• Doesn’t cover any costs once the insured vehicle has been transported to a garage or repairer

• European cover is only available for cars less than 16 years old

• Limited to 5 callouts in any 12 months

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7 Travel Insurance17 Home Emergency Service 20 Mobile Phone Insurance 24 European Car Breakdown Cover

Your Policy Summary

Please read this document carefully. Full Terms and Conditions can be found within the Policy Document. This document does not form part of the contract between us. For full details of cover, including Terms and Conditions, please refer to leaflet Black Account Benefit Terms which will be contained as part of your Black account Welcome Pack.

Total Price to be Paid

There is no separate charge for these insurance policies. There is a monthly account fee for the Black account and this charge is not adjusted should you not wish to use the insurance product. Benefits under the plan are free of all personal taxes under current law and HM Revenue & Customs practice. Tax law and practice may change in the future. Other taxes may exist that are not paid via underwriting Insurer and/or The Royal Bank of Scotland plc or imposed by them or us. The monthly account fee for the account will be inclusive of Insurance Premium Tax, where applicable, at the current rate.

Business Language Used

The language used in this and all other documents relating to this policy is English. All future communications both verbal and written will be in English.

Throughout this Policy “Black account” refers to Black Accounts and Reward Black accounts.

The Black account comes with a range of insurance policies that could cover you, your family, your home and much more.

This brochure explains the policies in more detail, and provides you with some important tips on how to make a claim.

Contents

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Statement of demands and needs

We have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it is your responsibility to make sure that the policy is right for you. NatWest Black Account Travel Insurance meets the demands and needs of NatWest Black account customers who wish to ensure that travel insurance cover exists while on holiday.

Policy Summary

This is a summary of the policy only and does not form part of the contract between us. The full terms and conditions of the insurance contract can be found in the policy booklet. You should read all documents carefully and keep them for future reference.

The Insurer

The insurer is U K Insurance Limited.

Type of insurance and cover

NatWest Black Account Travel Insurance is designed to meet certain costs that might occur while you are travelling.

Unless the insurer has confirmed otherwise in writing, the insurance will only cover:

• The account holder(s), and any domestic partner and dependent children under age 18 years (or 23 if in full time education, living at the same address and not married) plus any guests we have accepted.

• Travellers who are aged under 70 years and have no existing medical conditions (see below).

• Trips up to 90 days’ duration (winter sports trips limited to 31 days) anywhere in the world. Trips in the UK must be for at least 3 consecutive days and all trips must start and end in the UK.

• Unless the insurer has confirmed otherwise in writing, the insurance will only cover: Insured activities listed in the policy wording and that are for leisure or non-manual work.

NatWest Black Account Travel Insurance

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Optional extra sections are available by calling the insurer on 0345 601 7188 for:

• Business• Golf• Weddings • Hazardous Activities.

There are also other cover upgrades available for:

• Medical conditions• Guests• Age• Extended trip duration• Extra cancellation cover

and if you have any of these extra sections or upgrades you will receive separate documents confirming this, and the period for which cover applies.

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Cover for medical conditions

Pre-existing medical conditions are not covered at any time under this policy unless they have been disclosed to the insurer and accepted by them in writing. It is important that you read and fully understand the Medical Declaration on page 13 of the policy.

When you become an insured person or when you book your trip (whichever is later):

You must tell us about each pre-existing medical condition you wish to be covered, for any insured person. This is any medical condition for which you:

• have received advice, treatment or a prescription for medication (whether taking it or not) from a doctor during the last 12 months;

• have a heart or cancer related condition;

• are under investigation or awaiting diagnosis;

• are on a waiting list for treatment as an in-patient or were aware of the need for treatment as an in-patient;

• have received a terminal prognosis.

Between the date you booked your trip and the start date of your trip:

• You must tell us about any new serious injury or serious illness affecting any insured person.

• If you still wish to go on your trip and are considered fit to travel by your medical practitioner your policy will continue to operate normally.

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Cover Section Features and benefits Limit of cover (per person)

Policy page

Part 1 – Covers For Your Trip

A. Cancelling Your Trip

Travel and accommodation costs that you have paid and cannot get back when you have to cancel a trip due to the death, serious injury or serious illness of insured people, travelling companions, close relatives, business associates or people you had planned to stay with. It also covers other reasons for you not being able to travel, including involuntary redundancy, jury service or advice from the Foreign & Commonwealth Office

£10,000 18

B. Delayed Or Missed Departure

• Extra travel and accommodation costs to get you to your destination or return you home if your transport is delayed meaning you miss your departure

• Extra travel, accommodation and refreshment costs if you have checked in but your transport is delayed

• Travel and accommodation costs that you have paid and cannot get back where you have abandoned your trip because your departure was delayed for at least 6 hours (for trips of up to 4 nights) or 12 hours for longer trips

£1,000

£250

£10,000

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C. Cutting Short Your Trip

Travel and accommodation costs that you have paid and cannot get back when you have to cut short a trip due to the death, serious injury or serious illness of insured people, travelling companions, close relatives, business associates or people you had planned to stay with. It also covers other reasons for you not being able to travel, including involuntary redundancy, jury service or advice from the Foreign & Commonwealth Office

£10,000 22

Part 2 – Covers For You

D. Emergency Medical and Related Costs

While you are outside your home area:

• Emergency medical, surgical and hospital treatment

• Emergency dental treatment

• Hospital benefit for every 24 hours in hospital

Whether outside or inside your home area:

• Extra travel and accommodation costs as a result of medical treatment

• Funeral or cremation abroad or returning body home

£10,000,000 overall

£1,000

£50 per day

£10,000 in home area

Included in above limits

£7,500

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Summary of the main features and benefits of NatWest Black Account Travel Insurance

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Policy page

E. Personal Accident

Accidental injury on a trip resulting in:

• Death or total permanent disability (depends on age)

• Loss of sight or limb

£2,000 if under 18 years old

£25,000 if aged between 18 and 23 years

£100,000 if aged over 23 years old

£25,000

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F. Personal Liability Personal liability for compensation you become legally liable to pay

£2,000,000 29

G. Legal Costs Legal costs for you claiming damages and compensation following injury, illness or death or for breach of contract

£50,000 30

Part 3 – Covers For Your Property

H. Baggage The cost of replacing items that are lost, stolen or accidentally damaged. Lower limits apply as follows:

• For any one item

• In total for all valuables (as defined in the policy)

£2,500

£400

£1,000

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I. Delayed Baggage The cost of essential replacement items if your baggage is temporarily lost for more than 4 hours at the start of your trip

£650 (after 48 hours)

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J. Personal Money The cost of replacing money that is lost or stolen £500 35

K. Lost Passport or Driving Licence

Travel, accommodation and administration costs to get emergency replacement documents to get you home

£750 36

L. Winter Sports • Unused ski pack as a result of injury or illness

• The cost of replacing winter sports items that are lost, stolen or accidentally damaged

• Extra travel costs or compensation if the piste is closed

• Compensation if avalanche delays arrival or departure

£250

£400

£30 per day

£200

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Part 4 – Optional Extra Covers

M. Business • The cost of replacing business equipment items that are lost, stolen or accidentally damaged

• The cost of essential replacement business equipment items if yours are temporarily lost for more than 4 hours at the start of your trip

• The cost of a colleague replacing you due to death, injury or illness

£1,500

£500

£1,500

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This is only a summary of the cover provided and the limits that apply. Please refer to the policy wording for full details.


Policy page

N. Golf • The cost of replacing golf equipment items that are lost, stolen or accidentally damaged

• The cost of essential replacement golf equipment items if yours are temporarily lost for more than 4 hours at the start of your trip

• Lost green fees due to injury or illness

£1,500

£250

£250

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O. Wedding • The cost of replacing wedding effects that are lost, stolen or accidentally damaged

• Replacement photographs and video recordings

£1,500

£750

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Cover Section Significant or unusual exclusions or limitations. You will not be covered for any claim for:

Policy page

Applying to the whole policy

• The excess of £75 per person, which applies to claims under most sections

• A traveller who is over 70 years of age unless an age extension is in force at the time of loss

• Any activities not on the list of permitted activities, unless the insurer has agreed to it

• Trips of more than 90 days, unless the insurer has agreed to it

• Trips of less than 3 consecutive days within your home area

• An event when there is no NatWest Black account in force

• Any deliberate act, or event of which you had prior knowledge before opening or upgrading the account or booking your trip

• A trip to a country or area where the Foreign & Commonwealth Office has advised against all travel

Various

Part 1 – Covers For Your Trip

A. Cancelling Your Trip

• Expenses you can recover from elsewhere

• A pre-existing condition for any traveller unless we have accepted it in writing

• Cancellation as a result of a medical condition of a close relative, business associate or travelling companion who has been or is waiting for treatment as an in-patient, has been diagnosed with cancer or given a terminal prognosis in the last 12 months

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B. Delayed Or Missed Departure


• Expenses for trips that are not international

• Expenses for both Delayed International Departure and Abandoned International Departure for the same event

• Missed International Departure where your vehicle hasn’t been properly serviced and maintained

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C. Cutting Short Your Trip



• Cutting short a trip as a result of a medical condition of a close relative, business associate or travelling companion who has been or is waiting for treatment as an in-patient, has been diagnosed with cancer or given a terminal prognosis in the last 12 months

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Part 2 – Covers For You

D. Emergency Medical and Related Costs


• Non-emergency dental work, or involving precious metals

• Medical treatment costs in your home area

• Private treatment unless we have agreed to it

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E. Personal Accident


• Sickness or naturally occurring condition

• Total permanent disability if you had retired before travelling

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F. Personal Liability • Relating to owning or using animals (other than your pets), firearms, vehicles, vessels or aircraft

• Related to your job

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Summary of the main exclusions and limitations of NatWest Black Account Travel Insurance

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This is only a summary of the cover provided and the limits that apply. Please refer to the policy wording for full details.

Duration of the policy

The policy remains in force until one of the following occurs:• The NatWest Black account is closed• Each traveller reaches 70 years of age, unless they buy an age extension.

Cover for other travellers will continue to operate• Any traveller is no longer a UK resident

Cover Section Significant or unusual exclusions or limitations. You will not be covered for any claim for:

Policy page

G. Legal Costs • Action where there is no reasonable prospects of success

• Defending actions against you

• Expenses incurred before we have accepted your claim

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Part 3 – Covers For Your Property

H. Baggage • If you do not report the loss to the police within 24 hours or have no police report

• Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle

• For valuable items, if they are not with you

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I. Delayed Baggage • If you do not get a Property Irregularity Report 34

J. Personal Money • If you do not report the loss to the police within 24 hours or have no police report


35

K. Lost Passport or Driving Licence

• If you do not report the loss to the police within 24 hours or have no police report


36

L. Winter Sports • If you do not report the loss to the police within 24 hours or have no police report

• Items stolen in your unattended vehicle

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Part 4 – Optional Extra Covers

M. Business • If you do not report the loss to the police within 24 hours or have no police report

• Valuable items stolen from your unattended vehicle

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N. Golf • If you do not report the loss to the police within 24 hours or have no police report


42

O. Wedding • If you do not report the loss to the police within 24 hours or have no police report


44

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Upgrades and extensions to cover will either be renewable annually (we will send you a renewal notice) or will be for a single trip only.

Because the NatWest Black Account Travel Insurance has no end date, and your circumstances will change from time to time, it is important that you regularly review the cover to ensure it meets your needs.

Cancellation rights

• The account holder can cancel this policy at any time by telling us either over the phone or in writing. However, this insurance is included as an integral benefit with your NatWest Black account. You do not, therefore, pay a separate premium and would not receive any refund as a consequence of cancelling the policy.

• The account holder can cancel any upgrades or endorsements at any time by telling us either over the phone or in writing. We will not refund any premium unless the account holder cancels the relevant upgrade or endorsement within 14 days from the date of purchase or renewal or the date of receiving the relevant documents or renewal notice, whichever is the later, and so long as no insured person has travelled or made a claim.

If you need to claim

How to make a claim

While you are away:

• If you are injured or ill while you are away, call our Emergency Assistance Service

• Non-emergency claims

• Legal Costs claims

Please call

0345 601 7188

+44 1252 308 794 from abroad Lines are open 24 hours a day, 365 days a year

0345 601 7188 in the UK +44 1252 308 794 from abroad Lines are open 9am to 5pm Monday to Friday

0345 246 2071 in the UK +44 1275 557946 from abroad Lines are open 24 hours a day, 365 days a year

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How to complain

Should there ever be an occasion where you need to complain, please call us on 0345 601 7188 or if you wish to write, then please address your letter to Customer Relations, PO Box 1150, Churchill Court, Bromley BR1 9WA.

If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Financial Ombudsman Service, Exchange Tower, London E14 9SR. Phone: 0800 023 4567 or 0300 123 9 123. You can visit the FOS website at www.fos.org.uk

Details about our regulator

U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202810. The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at www.fca.org.uk, or the Financial Conduct Authority can be contacted on 0800 111 6768. The Prudential Regulation Authority website can be visited at www.bankofengland.co.uk/pra, or the Prudential Regulation Authority can be contacted on 020 7601 4878.

Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim without any upper limit. For compulsory classes of insurance, Insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme at www.fscs.org.uk

We will also be happy to send you any of our brochures, letters or statements in Braille, large print or audio, upon request.

NatWest Black Account Travel Insurance is underwritten by U K Insurance Limited. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No. 1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

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Statement of Demands and Needs

We have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it’s your responsibility to make sure that the policy is right for you. This product meets the demands and needs of those who wish to ensure that they are covered in the event of experiencing a home emergency.

Your Policy Summary

Please read this document carefully. This policy summary does not form part of the contract between us. Full terms and conditions can be found within the Black account Welcome Pack.

Features of your Black Account Home Emergency Service

This membership is a benefit provided under your Black account and is underwritten by U K Insurance Limited. Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No. 1179980. Your membership will run whilst you hold a Black account. You may need to review this cover periodically to ensure it remains adequate to your needs. Please refer to your Black Account Benefit Terms for full terms and conditions.

Home Emergency

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Your right to cancel

You have the right to cancel this insurance at any time, with immediate effect. As the cover is provided as a benefit of being a Black account holder, a cooling off period does not apply and no refund is due. The Home Emergency section of your benefits package cannot be cancelled in isolation, you will also have to close your Black account. If the Black account is closed, this policy ends.

What is covered What is not covered

Please refer to the Black Account Benefit Terms for full details

Call-out fees, parts, labour and materials up to £750 (inc. VAT) per call-out for emergencies in respect of:

• The permanent electrical supply system in the home.

• Internal and external plumbing of the home that you are responsible for.

• The external locks, doors and windows of the home.

• The main source of heating in the home.

• Vermin such as rats, mice or wasps nests.

• The arrangement and costs of overnight accommodation if the property becomes uninhabitable, up to £250, including VAT.

• Any electrical wiring which is not permanent and/or is situated outside the home.

• Any leaking or dripping tap that requires re-washering or replacing, external overflows or replacement of cylinders, tanks, radiators and sanitary ware.

• Breakdown or damage to domestic appliances and other mechanical equipment.

• Internal locks, doors, glass, or the locks, doors and windows to detached garages and outbuildings.

• Boilers over 10 years old and/or with an output exceeding 75kW.

• Vermin outside main dwelling e.g. in garages and sheds.

Significant and Unusual Exclusions and Limitations

Please refer to the Black Account Benefit Terms for full details of all Exclusions

The following are excluded:

• Loss or damage arising from circumstances known to you prior to the start date of the period of membership.

• Claims arising after the home has been left unoccupied for more than 60 consecutive days.

• Cost of repairing faults or damage caused by fire, lightning, explosion, earthquake, flood, storm, subsidence, heave or landslip, malicious damage, theft or attempted theft (except when in relation to security), structural repairs, alteration or demolition, faulty workmanship, or the use of defective materials.

• Cost of replacement parts due to natural wear and tear or gradual deterioration.

• Loss or damage due to the interruption or disconnection of the gas, water or electricity services to your home.

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How to make a claim

To notify us of a request for emergency assistance, please telephone 0345 601 7188.

How to complain

If you wish to make a complaint, please write to us at the following address: Customer Relations Manager, PO Box 300, Leeds LS99 2LZ.

If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Exchange Tower, London E14 9SR, telephone 0800 023 4567.

Details about our Regulator

U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, registration number 202810. The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at www.fca.org.uk, or the Financial Conduct Authority can be contacted on 0800 111 6768. The Prudential Regulation Authority website can be visited at www.bankofengland.co.uk/pra, or the Prudential Regulation Authority can be contacted on 020 7601 4878. Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme at fscs.org.uk

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Policy SummaryThis is a summary of the policy and does not contain the full terms and conditions of the cover, these can be found in the Black Mobile Phone Insurance terms document. It is important that you read the full policy wording carefully and keep it for future reference.

Throughout this summary, references to ‘you’ and ‘your’ apply to the account holder, their partner (who lives with them in a domestic relationship, whether married or cohabiting) and/or children under the age of 18 who live with them (under 23 if still in full time education and live at their home outside of term time).

Who is the insurer?

The insurer is Aviva Insurance Limited.

What is Black Mobile Phone Insurance?

This mobile phone insurance policy provides cover for your phone in the event of loss, theft, damage and breakdown after the manufacturer’s warranty has expired.

What are the main features and benefits?

• Covers the phone you use on a daily basis.

• We will settle claims by replacing the phone. Our replacement phones are refurbished models. They are refurbished using genuine manufacturer parts and will be in an “as new” condition. All replacement phones provided by us will come with a 12 month warranty provided by Carphone Warehouse.

• Covers standard accessories supplied with your phone and/or any case, charger, screen protector and/or memory card if these are lost, stolen or damaged at the same time as your phone, up to a maximum of £250.

• Following a valid claim for theft or loss we will also cover costs for unauthorised use up to £2,500 for monthly contracts and £100 for pay-as-you-go.

• The phone will be covered whilst you are temporarily outside the UK, providing you remain a permanent UK resident, meaning you have your main home in the UK. If you are abroad when you need to make a claim, we can only arrange a replacement phone once you are back in the UK.

NatWest Black Account Mobile Phone Insurance

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What are the significant or unusual exclusions or limitations?

There are a number of exclusions and limitations in your policy. Significant or unusual ones are shown below. Full details can be found under the “We won’t cover” “Making a Claim” and” General Conditions” sections of your Mobile Phone Insurance Terms.

• You’ll pay a contribution of £100 for each successful claim you make – this is called the policy excess and must be paid before we send you a replacement phone.

• There is no cover for phones which are owned by your employer.

• The maximum number of successful claims you can make in any 12 month period is four.

• All instances of loss or theft must be reported to the network provider so they can block your phone. If your claim is accepted and you also wish to claim for unauthorised use, you must notify your network provider within 24 hours of discovery (48 hours if you are abroad).

• We will not pay for theft or loss of your phone where the circumstances of the claim suggest you have deliberately put the phone at risk.

• There is no cover for theft from an unattended vehicle unless the vehicle was locked and the phone concealed from view.

• We will not cover cosmetic enhancements you’ve made to your phone, for example plating or embellishment with precious metals, stones or crystals.

• There is no cover for cosmetic damage to the surface of the phone such as scratches and dents, that don’t affect how the phone works.

• We will not pay any claim where you do not provide the IMEI number or the IMEI number you provide belongs to a phone that has been previously reported as lost or stolen.

• We may ask you to provide documents, receipts or other information reasonably necessary to verify your claim.

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How long does my policy run for?Mobile Phone Insurance is available to you as a benefit of the Black account. Your cover will begin as soon as the account has been opened. Your cover will end if:

• your Black account is closed;

• you are no longer a UK resident (meaning that your main home is no longer in England, Scotland, Wales or Northern Ireland); or

• NatWest removes this cover as a benefit of the Black account in accordance with your account terms.

Registration

If you wish you can register your phone and its IMEI number with us – it’ll make it quicker and easier if you need to make a claim. You can find your IMEI number on the box or receipt for your phone, or by dialling *#06# on your phone’s keypad. If you wish to register your phone, just go online at www.natwest.com/blackaccountbenefits

How do I make a claim?

• Please contact us as soon as you can when you discover theft, loss, damage or breakdown.

• If your phone is lost or stolen you must report it to your network provider and be able to provide evidence of the report. If you wish to claim for unauthorised use costs you must notify the network provider within 24 hours of discovery (48 hours if you are abroad at the time).

If you need to make a claim, either:

• Go online through www.natwest.com/blackaccountbenefits; or

• Call 0345 601 7188

Our phone lines are open:Monday to Friday 08.00 – 20.00 Saturday 09.00 – 18.00 Sunday 10.00 – 17.00 Bank Holidays 10.00 – 18.00 (closed on Christmas Day)

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Cancellation

This Mobile Phone Insurance forms a core part of your Black account and cannot be cancelled in isolation. If you wish to cancel this insurance, you will need to close or downgrade your account. If your account is not closed or downgraded, the Mobile Phone Insurance will remain active for as long as you are a UK resident and NatWest continues to offer this cover as a Black account benefit.

If you have a complaintOur goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly and achieve a fair outcome. To ensure that we provide the kind of service you expect we welcome your feedback. We will review the complaints we receive to make sure that we continually improve the service we offer. Details of our full complaints process can be found in your policy wording.

If you are unhappy with any aspect of the handling of your Mobile Phone Insurance claim we would encourage you, in the first instance, to seek resolution by contacting us:

By telephone: 0345 601 7188In writing either via www.natwest.com/blackaccountbenefits or by letter addressed to:

NatWest Black Account Aviva Mobile Phone Insurance PO Box 351 Southampton SO30 2PJ

Financial Services Compensation SchemeThe insurer is a member of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if the insurer cannot meet its obligations, depending on the type of insurance and the circumstances of your claim.

Aviva Insurance Limited, Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

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European Car Breakdown Cover

Statement of Demands and NeedsWe have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it’s your responsibility to make sure that the policy is right for you. This product meets the demands and needs of those who wish to ensure that they are covered for Car Breakdown.

Your Policy SummaryPlease read this document carefully. This policy summary does not form part of the contract between us. For full details of cover including terms and conditions, please refer to ‘Black Account Benefit Terms document’ which will form part of your Black account Welcome Pack. For your own benefit and protection, you should read the terms and conditions carefully. If you do not understand any point please ask for further information. You can call us with any questions on 0345 601 7188.

Features of your Car Breakdown Cover PolicyThe policy you have purchased is underwritten by U K Insurance Limited. Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No. 1179980 and will run in conjunction with your Black account. As this policy could run for several years you may want to review your insurance needs periodically to ensure the policy is adequate. Please refer to your Black Account Benefits Terms.

Significant Features and Benefits• Green Flag provides the breakdown service.

• Your policy covers your vehicle or anyone driving with your permission.

• You can claim £10 if not attended within 60 minutes – see Motoring Assistance in the UK Section of the Black Account Benefit Terms.

• Roadside Assistance including long distance recovery to the Home, original destination in the UK or a suitable repairer where necessary.

• Caravan and Trailer cover – see definition of Vehicle under Commonly used terms in the Black Account Benefit Terms.

• Cover for breakdowns in Europe – see Motoring Assistance in Europe Section of the Black Account Benefit Terms.

Significant Exclusions or Limitations• We may choose to repair the vehicle (at your cost) following an Insured Incident

rather than arranging for it to be recovered – General Condition 13 of the Black Account Benefit Terms.

• We will only pay for repair or recovery costs that you have agreed with us prior to you incurring them – General Condition 12 of the Black Account Benefit Terms.

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Your right to cancelYou have the right to cancel this insurance at any time, with immediate effect. As the cover is provided as a benefit of being a Black account holder, a cooling off period does not apply and no refund is due. The Car Breakdown section of your benefits package cannot be cancelled in isolation, you will also have to close your Black account. If the Black account is closed, this policy ends.

How to make a claimTo notify us of a claim whilst travelling within the UK, please telephone 0800 051 0069. For claims in Europe call +44 (0) 125 230 8790. You can also call Black account Membership Services on 0345 601 7188.

How to complainShould there ever be an occasion where you need to complain, please call us on 0370 024 0048. You can also call Black account Membership Services on 0345 601 7188. If you wish to write, then address your letter as follows: Customer Relations Manager The Wharf, Neville Street, Leeds LS1 4AZ.

If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Exchange Tower, London E14 9SR, telephone 0800 023 4567.

Details about our RegulatorU K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, registration number 202810. The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at www.fca.org.uk, or the Financial Conduct Authority can be contacted on 0800 111 6768. The Prudential Regulation Authority website can be visited at www.bankofengland.co.uk/pra, or the Prudential Regulation Authority can be contacted on 020 7601 4878. Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme at fscs.org.uk

The product(s) mentioned in this literature is/are covered by the Financial Services Compensation Scheme (FSCS).

The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations.

For further information about the compensation provided by the FSCS, refer to the FSCS website www.FSCS.org.uk

Our main business is banking and financial services. We will provide you with banking services in accordance with the terms which apply to your account. We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We are entered on the Financial Services Register and our registration number is 121878.

Calls may be recorded.

iPhone and iTunes are trademark of Apple Inc. BlackBerry is a trademark of Research in Motion Ltd.

natwest.com

National Westminster Bank Plc.Registered Office: 135 Bishopsgate, London EC2M 3URRegistered in England and Wales No. 929027 NWB6783 26 June 2017

Braille, large print or audio format? If you would like this information in another format, call us on 03457 888 444 (Minicom 0800 404 6161).

black account insurance policy summaries€¦ · any successful claim is £100 • any claim for a...

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