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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.
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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:
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.
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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 using our Mobile Banking app and Internet Banking. Simply log in and head to the Account Benefits section.
If you don’t bank online, you can also call us.
Raising a claim
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
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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
If you need to raise a claim, please make sure you take the following steps. 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:
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.
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. If this is relevant to you, please consider whether the travel insurance that comes with this account is the right one for you.
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Banking online
It's simple and safe to manage your account in our app or on our website.
