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 use our handy travel disruption tool, for help if your travel has been disrupted.

Travel Insurance expandable section

AA Breakdown Cover

AA Breakdown Cover

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

AA breakdown cover
Key benefits	Key exclusions
Key benefits Roadside Assistance Home Start Provides cover within the UK, Channel Islands and the Isle of Man Customer covered, not the vehicle	Key exclusions Does not include AA Relay, which would recover you to any single UK destination of your choice. Under this cover if it is not possible to fix the vehicle at the roadside, you will be recovered to a local repairer of the AA’s choice or a destination of your choice provided it is no further.

Making a claim:

Call us on 03451 24 14 01 if you need to make a claim.

Mobile phone insurance

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

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

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.

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

Card Cancellation expandable section

Card Cancellation

Card Cancellation is provided by Citymain Administrators Ltd (part of the SPB UK & Ireland Group Companies).

Key benefits

Covers all financial cards - call us if they're lost or stolen and we will arrange to cancel them

Please register your cards with us. To do this please have all your cards to hand and call 03451 24 14 01.

Travel insurance

Provided and underwritten by AXA Insurance UK plc.

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 AXA 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. Cover includes your spouse, civil partner or partner (who you live with) and children under 18 or under 24 and in full time education. Children are covered when travelling with the holder(s) of the Ultimate Reward Current Account or a Responsible Adult. Covers winter sports and golf trips Covers UK trips where accommodation is pre-booked for 2 nights or more Includes cover for :- Personal belongings up to £2,500 Single article, pair or set of articles up to £500 Valuables up to £500 in total Personal Money up to £750 (cash £300).	Key exclusions Cover ceases fully on your 71st birthday Pre-existing medical conditions aren’t covered unless agreed by the insurer The maximum trip duration is 45 consecutive days, for Winter sports a maximum 31 days cover in any calendar year £75 excess per claim per incident may apply 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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