Common enquiries for existing Ultimate Reward Current Account customers

If you’re an Ultimate Reward Current Account customer, please read our FAQs (PDF, 145KB) for more information about the travel insurance which comes with your account and COVID-19. You can also visit our payment disputes page, for help if your travel has been disrupted.

Need to use your benefits

Call us on 03451 24 14 01 if you need to use your benefits or have any questions. Select the benefits you are calling about and one of our team will be happy to help.

If you're abroad, call +44 (0) 1495 28 12 96, open 24 hours a day, 7 days a week, 365 days a year.

  • AA Breakdown Family Cover

    AA Breakdown Family Cover is provided by Automobile Association Developments Limited (trading as AA Breakdown Services).

    AA breakdown cover

    Key benefits

    Key exclusions

    Key benefits

    • Roadside Assistance
    • At Home
    • Provides cover within the UK, Channel Islands and the Isle of Man
    • Cover for the account holder and eligible family members, not the vehicle

    Key exclusions

    • Does not include AA National Recovery, which would recover you / eligible family members to any single UK destination of choice. Under this cover if it is not possible to fix the vehicle at the roadside, you or your eligible family member will be recovered to a local repairer or the AA’s choice or a destination of the covered person’s choice provided it is no further
    • There’s no cover for you/your eligible family member if you or they are involved in a road traffic accident and the AA will not recover your vehicle. The AA may be able to provide support in the event of an accident if you decide to use the AA Accident Assist service - see below

    Making a claim:

    You or an eligible family member can make a claim with the AA by calling 03451 24 14 01

    More about AA Breakdown Family Cover

    AA Accident Assist

    AA Accident Assist is available to account holders only. This service could help if you or a person insured on your vehicle are in a motor accident where all parties are insured. The service could recover and fix your vehicle, provide a replacement vehicle or courtesy car and manage insurance claims.

    The service is only available in England, Wales and mainland Scotland and is not available for motorbikes or mopeds.

    We have included the AA Accident Assist terms and conditions in the policy documents. You will only be asked to agree to the terms if you choose to use the service. The AA will check to see if you are eligible, talk through your situation, describe the help the service can offer, as well as any costs that may be involved, so that you can decide if you want to go ahead.

  • Mobile phone insurance

    Mobile Phone Insurance is arranged through Lifestyle Services Group Limited with a single insurance provider Assurant General Insurance Limited.

    mobile phone insurance

    Key benefits

    Key exclusions

    Key benefits

    • One phone per account holder, maximum of two for joint accounts
    • Repair or replacement phone up to a maximum value of £2,000 (including VAT) per claim
    • Covers for loss, theft, damage or breakdown (including faults).

    Key exclusions

    • Excess of £100 is payable on all successful claims
    • No more than 2 successful claims per account holder in any 12 month period
    • If you make a valid claim for a replacement handset, you will receive a refurbished device which has been through a comprehensive checking process to ensure it’s in full working order

    Registering your phone

    You can register your mobile phone details with us if you’re registered for Internet Banking or by calling 03451 24 14 01.

    Raising a claim

    You can raise a claim with us if you’re registered for Internet Banking or by calling 03451 24 14 01.

    If your phone is lost or stolen, you must notify the police and your airtime provider as soon as possible. Not taking these actions could result in your claim being declined.

    You will be asked the following information so make sure you have it ready:

    • Make and model of your phone. Tip: check your instruction manual or remove the back cover and battery to see a label with this information
    • Your service/network provider. Tip: details of your service provider are often displayed on the screen of your phone or are on your contract or monthly statement
    • Your International Mobile Equipment Identity (IMEI) number. Tip: this will be displayed on your mobile phone screen by dialling *#06# on the keypad.

    Instructions for registering your phone or raising a claim online:

    • Once signed into Internet Banking, click on your Ultimate Reward Current Account
    • Click the ‘More actions’ button
    • Then select the ‘View account benefits’ found under the ‘Account information and benefits menu’
    • You can register your phone under the ‘Mobile phone insurance’ section
    • If you are already registered your mobile phone insurance details, your policy information will be automatically loaded
    • If you would like to make a claim, click on the ‘View and update details’ button and then ‘Make a claim’ and follow the onscreen instructions

    Log into Internet Banking  Register for Internet Banking

  • Home emergency cover

    Home emergency cover is provided by AXA Assistance and is underwritten by Inter Partner Assistance SA (IPA).

    home emergency cover

    Key benefits

    Key exclusions

    Key benefits

    • Covers a sudden unexpected incident to your home which needs immediate action to:
      • Make it safe or secure and avoid damage or more damage
      • Make it fit to live in
      • Restore electricity, gas or water services if they have totally failed
    • Provides a qualified person chosen by us to deal with the emergency up to £250

    Key exclusions

    • This policy is to deal with ‘home emergencies’ needing immediate attention only and will cover costs up to a maximum of £250. It does not cover broken freezers for example.

    Raising a claim

    You can raise a claim by calling 03451 24 14 01.

    You can also make a claim online using Internet Banking or the Mobile Banking app. To do this, click on ‘Account Benefits’ under the ‘Benefits and Extras’ section and then select 'Home Emergency’.

    Not taking these actions could result in your claim being declined:

    • You must contact us first before instructing any other tradesman
    • If you are a tenant, you must get agreement from your landlord before contacting us

Travel insurance

Administered by AWP Assistance UK Ltd (trading as Allianz Assistance) and underwritten by AWP P&C SA.

Please be aware pre-existing medical conditions are not covered under this policy. If you are looking for the online self-assessment medical screening link, this is currently unavailable. To understand if you or anyone to be covered under the policy have any conditions that could impact your cover, please call us on 03451 24 14 01 (Lines open Monday-Saturday 8am-8pm, Sunday 9am-5pm).

If your cover needs extending, an additional premium may apply.

Important information

Pre existing medical conditions aren’t covered under this policy, unless they are agreed with the insurer first. An additional premium may apply. If this affects you contact Allianz Assistance directly to find out more.

If you have a serious or life threatening pre existing medical condition, the Money and Pensions Service (MaPS) has launched a new directory listing firms which could offer travel insurance for you. For more information access this directory here or phone MaPS on 0800 138 7777 (Mon – Fri 8am to 6pm). If this is relevant to you, please consider whether the travel insurance that comes with this account is the right one for you.

travel insurance

Key benefits

Key exclusions

Key benefits

  • Worldwide multi-trip family travel cover
  • Covers winter sports and golf trips
  • Covers UK trips where accommodation is pre-booked for 2 nights or more
    Includes cover for :-
    • Emergency medical cover up to £10,000,000
    • Cancellation or curtailment cover up to £5000
    • Personal accident cover up to £30,000
    • Baggage cover up to £2,500 (£500 of which for valuables)
    • Travel disruption cover up to £5,000
    • Personal money cover up to £750 (cash £300)

Key exclusions

  • Cover ceases fully on your 71st birthday. As long as the account holder is aged under 71, their spouse, civil partner or partner will also be covered until they reach 71
  • Pre-existing medical conditions aren’t covered unless agreed by the insurer. An extra premium may be payable to cover the medical condition
  • The maximum trip duration is 31 consecutive days, for Winter sports a maximum 31 days cover in any calendar year
  • £75 excess per adult per incident may apply
  • There's cover for the children of you/your partner, spouse or civil partner when travelling with either of you or another responsible adult, provided the children are 18 or under (24 or under if still in full time education). There's cover for a dependent child where they are staying with a responsible adult even if they were not accompanied during their travel to the destination
  • Cover is only available to UK residents, registered with a doctor in the UK and who start and end trips in the UK. (UK includes Channel Islands/Isle of Man.)
  • There is no cover for any amount recoverable from any other source such as your airline or your accommodation provider
  • There is no cover if travelling against the advice of the Foreign, Commonwealth & Development Office (FCDO) or other regulatory authority
  • There is no cover if you cannot travel or choose not to travel because the FCDO, or any other equivalent government body in another country advises against travel due to a pandemic

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