IMPORTANT CHANGES TO YOUR

Transcription

1 IMPORTANT CHANGES TO YOUR Visa Infinite and Platinum deferred-debit card 1

2 Removal of our Visa Infinite and Platinum deferred-debit cards and associated benefits.

3 What you need to know This leaflet contains some important information about the changes to your card and associated benefits. Please read this information carefully and keep for future reference. Removal of your AXA Travel Insurance On 31 December 2013 the benefits provided by AXA Travel Insurance (AXA) will be withdrawn, this includes: Personal Assistance Service, which is used to access travel insurance International Health Assistance service Identity theft insurance, and ATM theft insurance Therefore, if you have any travel plans from 01 January 2014, it is particularly important that you make alternative arrangements for travel insurance if such cover is required. 3

4 Travel cover for clients with holidays starting in December 2013 and ending in January 2014 If you have booked a holiday which starts before the 31 December 2013 and continues into January 2014, we will maintain the cover for the full duration of the holiday or until the end of January 2014, whichever is sooner. However, you must advise AXA Travel Insurance (AXA) directly of your personal details and dates of travel. If you currently hold a Visa Infinite card please contact them on +44 (0) If you currently hold a Platinum card please contact them on +44 (0) Making a claim Prior to the 31 December 2013, AXA will accept and manage any valid claims as per the normal eligibility criteria. Valid claims made after the 31 December 2013 will only be honoured, if the date on which the incident occurred falls before this date. Please note that you have up to 31 days to notify AXA of a valid claim following the date of the incident. Removal of your Airport Angel Lounge Access Your entitlement to access participating Airport Angel lounges will end upon expiry of your existing Airport Angel membership card. After this date, you will no longer be able to access the Airport Angel lounges using your membership card. However prior to this date, you can continue to use your membership card as normal, assuming you have not used all of your allocated visits. If your existing card expires prior to 31 December 2013 you will receive a new Airport Angel membership card which will be valid for 12 months until the date detailed on the new membership card. After this 12 month period, your entitlement to access participating Airport Angel lounges will end.

5 If you wish to continue being a member of Airport Angel following the withdrawal of your Airport Angel lounge access (as described above), allowing you access to over 560 participating airport lounges across the world, you can contact CPP Travel Services directly on to discuss the different membership options they have available. Changes to Fees and Charges From 01 October 2013 you will only be charged a monthly charge if the average monthly balance of your Gold Bank Account drops below the minimum amount of 5,000, 7,500 or $7,500. If so, the charge will be 15, 22.50, or $30. Removal of access to Visa Infinite website portal and concierge service applicable to Visa Infinite Card holders only If you hold a Visa Infinite deferred-debit card, you will currently have access to the Visa Infinite website portal from our website and the Visa Infinite Concierge Service; from 31 December 2013 you will no longer have access to either of these services. Your deferred-debit card is changing We will be withdrawing our Platinum and Visa Infinite deferred-debit cards, which means that your current card will automatically be replaced with a Gold Visa deferred-debit card and a new PIN. The Gold card will be the only Visa deferred-debit card available. 5

6 What you need to do Once you receive your new Gold Visa deferred-debit card and PIN you will need to carry out the following steps: 1. Sign the card Sign the back of your card 2. Activate your card Simply call our dedicated line + 44 (0) This number can also be found on your new card 3. Destroy your existing card Cut up and securely dispose of your existing card 4. Re-register for Verified by Visa a. Re-register for Verified by Visa, the secure online payment system, either online at or by completing the registration process at a participating retailer. b. To re-register, you will be asked to enter information from your card and provide additional information to identify yourself as the account holder e.g. your mother s maiden name. You can then create your own password and personal message for extra security. 5. Set up Direct Debits You will need to transfer any existing Direct Debits linked to your card to your new card. This does not affect any Direct Debits linked to your Gold Bank Account. These will not be affected as we are not making any changes to your account. To either transfer or set up a Direct Debit linked to your new card, you will need to contact the retailer/supplier, who will send you a new Direct Debit mandate form to complete.

7 Santander Travel Insurance 1 You have travel insurance as part of your existing card benefit which is valid until 31 December From this date you may need to arrange alternative travel insurance. If you are based in the UK, Channel Islands or Isle of Man, you may be eligible for Santander Travel Insurance, which is sold, serviced and underwritten by ACE European Group Ltd and on which: Exclusive online discounts on premiums for existing Santander clients There is no upper age limit You can tailor the cover to best suit your needs with European or Worldwide cover You can choose either an annual or a single trip policy Cover is available for individuals, couples and families Children or grandchildren go free up to age 18 (or 23 if they are still in full time education) a maximum of seven children per policy. 7

8 How to apply To apply you need to go online at There you will find more information on Santander Travel Insurance, full details of the benefits and discounts available and how to apply. As part of the online application process, you will need to answer questions about your travel plans and some simple health questions about who will be covered. Cover is available for most pre-existing medical conditions. Depending on your responses to the health questions and if you, or those to be covered, have any pre-existing medical conditions, you may need to contact the insurer direct by telephone to discuss additional cover for medical conditions. If this happens, you will still receive the online discount on the standard policy but there is no discount available on the medical extension cover. If you do not have online access, and you are interested in applying for Santander Travel Insurance, then please call Santander UK on Help with other insurances If you want further independent information on any insurance the following websites provide free impartial help and advice: You can also use any other website of your choice.

9 Features of the Gold Visa deferred-debit card Your Gold Visa deferred-debit card features: A Visa deferred-debit card, accepted for purchases at retail outlets worldwide and enabling you to withdraw cash at 1.6 million ATMs in over 200 countries Transactions (except cash withdrawals), are debited from your Gold Bank Account on the last day of the calendar month for interest purposes, so you can continue to earn interest on money you ve already spent for up to thirty days Itemised records to help you keep track of your spending Free Global Card Assistance Service for immediate card cancellation if your card is lost or stolen A replacement card delivered to you within 24 hours and emergency cash advances of up to 500 through Visa Individually numbered cards on joint accounts, so you only need to replace one card if it is lost or stolen, rather than both. Please note, some ATMs make charges for cash withdrawals, these charges are detailed by the ATM prior to withdrawal. 9

10 Changes to your account at a glance 2 Account feature Changes What you need to do Gold Bank Account There will be no changes to your Gold Bank Account Nothing, your Account will continue to function in the same way Platinum or Visa Infinite deferred-debit card AXA Travel Insurance, which includes: Personal Assistance Service, which is used to access travel insurance International Health Assistance service Identity theft insurance, and ATM theft insurance Your Platinum or Visa Infinite deferred-debit card will be replaced with a new Gold Visa deferred-debit card and PIN This service will be removed from your Account from 31 December 2013 Please refer to the step by step guide provided in this leaflet If you have any trips planned after 31 December 2013, we recommend that you seek alternative cover

11 Account feature Changes What you need to do Airport Angel membership with complimentary lounge visits This service will be removed from your Account upon expiry of your existing Airport Angel membership card. However, if your current membership card expires before 31 December 2013 we will issue you with a new replacement membership card, which will be valid for a year until the date stated on the new card. Please refer to the previous page for more information Visa Infinite website portal and Concierge Service applicable to Visa Infinite Card holders only Global Card Assistance Service Monthly Maintenance Charge From 31 December 2013 you will no longer have access to this website portal from our website or the Concierge Service No change, you will continue to receive this service free of charge You will need to maintain an average monthly balance of 5,000, 7,500 or $7,500, otherwise you will incur a monthly maintenance charge of 15, 22.50, or $30. No action needed No action needed Ensure your account balance remains above the minimum balance requirement 11

12 Further assistance If you have any queries regarding these changes please contact us. Call +44 (0) Lines are open 8am to 8pm, UK time, Monday to Friday Visit Please keep this leaflet for future reference. Questions and answers What happens to my card and when will these changes take effect? On 31 December 2013 your AXA Travel Insurance will be removed Your Airport Angel Lounge Access will be removed on expiry of your existing Airport Angel membership card You will receive a new Gold Visa deferred-debit card and shortly after a new secure PIN. Upon receipt of this card you will need to activate your card and securely dispose of your current card. Why are you removing the AXA Travel Insurance and Airport Angel benefits from my card? The removal of these benefits is in line with our focus on simplifying our banking range. We are providing you with sufficient notice so you can make alternative plans if these benefits are required.

13 I have already booked a holiday which is after my AXA Travel Insurance is going to be withdrawn and I have given the holiday company the AXA insurance details am I still able to claim? No, you will not be able to claim on your AXA Travel Insurance for any incidents which take place after 31 December If you have any trips planned after this date, it is particularly important that you make alternative arrangements for travel insurance if such cover is required. Am I still covered if my holiday is in the last week of December 2013 and continues into January 2014? Yes. We have agreed with AXA Travel Insurance to maintain the cover for the full duration of the holiday or end of January 2014, whichever is sooner, for any clients who have booked a holiday which starts before the end date and continues into January However, you must advise AXA Travel Insurance of your personal details and dates of travel. Am I able to continue with my AXA Travel Insurance independently, if so how do I apply and will they carry over my existing medical conditions? If you wish to continue with your AXA Travel Insurance independently you can contact AXA Travel Insurance directly at AXA will advise you on their policy for existing medical conditions What happens if I have an existing claim with my AXA Travel Insurance? Your claim will continue as normal. New claims can also be submitted in the normal way for events taking place before 31 December 2013, providing that AXA is advised of the claim within 31 days of the event. 13

14 Q&As How do I contact AXA Travel Insurance to make a claim? For General Enquiries call +44(0) if you currently hold a Visa Infinite card or +44 (0) if you currently hold a Platinum card from 9am to 5pm, UK time, Monday to Friday. Medical emergencies 24 hours a day, 365 days a year. Will I still be able to use my Airport Angel membership card until the expiry date? Yes your Airport Angel benefits will still apply as normal until the expiry of your current membership card. However, if your current membership card expires before 31 December 2013 we will issue you with a new membership card, which will be valid for a year until the date on the new card. Am I able to purchase an Airport Angel membership independently, if so how do I apply? Yes, if you wish to purchase an Airport Angel membership card independently, you can contact CPP Travel Services directly on to discuss the different membership options they have available. My Airport Angel membership card expires in June 2014 will I be sent another one? No, only Airport Angel membership cards expiring between now and 31 December 2013 will be renewed for 12 months. These are normally issued 5 weeks before expiry. Airport Angel membership cards expiring on or after 01 January 2014 will not be renewed and your entitlement to access participating Airport Angel lounges will end on your existing card s expiry date.

15 What happens if I don t want to receive a Gold Visa deferred-debit card? If you don t have a requirement for a Gold Visa deferred-debit card, please contact us on +44 (0) and we will remove this facility from your Gold Bank Account. Will there be any differences to my Gold Bank Account? You will not see any differences to your Gold Bank Account. We are only making changes to our Visa deferred-debit card which accompanies the Gold Bank Account. Will I get a new PIN? Yes we will be sending you a new PIN number for your card as your existing PIN will expire with your current card. For security purposes your new PIN number will be sent separately to your new card, so please ensure you have received your new PIN number before activating your new card. Will there be any changes to the monthly fee I currently pay? From 01 October 2013 you will only be charged a monthly charge if the average monthly balance of your Gold Bank Account drops below the minimum amount of 5,000, 7,500 or $7,500. If so, the charge will be 15, 22.50, or $30. Will I get a refund on the monthly fee I pay for my account? No, because you pay your fee monthly in arrears which means you pay for the insurance and assistance benefits associated with your account after you have received them you won t be able to claim a refund. 15

16 1 Travel Insurance Terms and Conditions apply. Quotations are subject to standard underwriting and acceptance criteria. Offers are subject to availability and may be withdrawn at any time. The online discount is automatically applied to the premium quoted including any optional cover extension selected except for any additional premium applied for the medical cover extension which is not eligible for the discount. Children go free applies to family policies only. Up to seven children under the age of 18 (or under the age of 23 if they are in full time education) may be named on the policy for no additional cost. They must be the child or grandchild (including step, fostered or adopted) of the policy holder or their partner and be a dependent child who is not married or living with their own partner. Santander Travel Insurance is sold, serviced and underwritten by ACE European Group Limited. Registered in England No Head Office: ACE Building, 100 Leadenhall Street, London, EC3A 3BP. ACE is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) reference number Full details can be found online at the PRA/FCA websites or by contacting the PRA on or the FCA on The General Terms and Conditions applicable to your account will change accordingly with effect from 31 December 2013 and in particular sections D7 and D8 of the General Terms and Conditions shall no longer apply, apart from D8.4 regarding your final month s billing. Santander Private Banking is the registered business name of Abbey National International Limited which is regulated by the Jersey Financial Services Commission to carry on deposit-taking business under the Banking Business (Jersey) Law 1991, and investment business and general insurance mediation business under the Financial Services (Jersey) Law The latest audited accounts are available on request. Abbey National International Limited is a wholly owned subsidiary of Santander UK plc and is incorporated in Jersey with its principal place of business at Commercial Street, St Helier, Jersey, JE2 3RU, Channel Islands. Telephone +44 (0) Calls may be recorded or monitored. Santander and the flame logo are registered trademarks. All accounts are opened and maintained in Jersey and therefore are not covered by the Financial Services Compensation Scheme established under the UK Financial Services and Markets Act Abbey National International Limited is a participant in the Jersey Banking Depositor Compensation Scheme. The Scheme offers protection for eligible deposits of up to 50,000 per depositor. The Scheme will pay the first 5,000 of a claim within seven working days and the balance within three months of receiving a valid claim. The maximum total amount of compensation payable by the Scheme is capped at 100,000,000 in any 5 year period. Full details of the Scheme and banking groups covered are available on the States of Jersey website or on request. This Scheme only applies to cash deposits. ABIN 0409 AUG13 SN