Common enquiries for existing Ultimate Reward Current Account customers
As the impact of coronavirus (COVID-19) is felt across the UK, customers have been contacting AXA and Bank of Scotland to understand how their travel insurance is impacted. Since the World Health Organisation (WHO) announced that the coronavirus outbreak is a pandemic, this is now a ‘known event’. This means that if you book any travel or holiday after 18 March 2020, your policy will not cover cancellation and early returns related to coronavirus.
AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office (FCO) hasn’t advised against visiting.
If you are an existing customer, please read our FAQs to understand your cover in more detail. You can also register, service and check for updates on a claim online.
-
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 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
-
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
- Covers a sudden unexpected incident to your home which needs immediate action to:
-
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.
|
Key benefits |
Key exclusions |
|---|---|
Key benefits
|
Key exclusions
|
We may monitor and record calls