BLACK ACCOUNT INSURANCE POLICY SUMMARIES

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1 BLACK ACCOUNT INSURANCE POLICY SUMMARIES

2 The Black Account comes with a range of insurance policies that could cover you, your family, your home and much more. This brochure explains the policies in more detail, and provides you with some important tips on how to make a claim. 03 Black Account Insurance 04 Keyfacts about the Black Account Insurance Products 07 Policy Summaries 07 Travel Insurance 17 Home Emergency Service 20 Mobile Phone Insurance 26 European Car Breakdown Cover 29 About our insurance services

3 03 Black Account Insurance Your Policy Summary Please read this document carefully. Full Terms and Conditions can be found within the Policy Document. This document does not form part of the contract between us. For full details of cover, including Terms and Conditions, please refer to leaflet Black Account Benefit Terms which will be contained as part of your Black Account Welcome Pack. Total Price to be Paid There is no separate charge for these insurance policies. There is a monthly account fee for the Black Account and this charge is not adjusted should you not wish to use the insurance product. Benefits under the plan are free of all personal taxes under current law and HM Revenue & Customs practice. Tax law and practice may change in the future. Other taxes may exist that are not paid via underwriting Insurer and/or The Royal Bank of Scotland plc or imposed by them or us. The monthly account fee for the account will be inclusive of Insurance Premium Tax, where applicable, at the current rate. Business Language Used The language used in this and all other documents relating to this policy is English. All future communications both verbal and written will be in English. Minicom Users If you are a Minicom user, you can contact us on

4 04 Black Account Insurance Products Important Information Please review the high level policy summaries below and all the information provided in this document, to ensure our policies fully meet your needs and the cover is right for you. Travel Insurance Key Benefits Worldwide and UK multi-trip cover for you and your family 5 Star Rated by Defaqto, an independent financial research company Winter sports cover included No upper age limit Automatic cover no need to register Underwritten by U K Insurance Limited Main Exclusions Available to UK residents and persons over the age of 18 Customers with an existing medical condition they wish to be covered, must call for screening. You may be required to pay a premium for cover or we may decide not to cover you for this condition Maximum trip duration limit of 90 days Winter sports cover is restricted to 31 days Trips should start and end in the UK Trips in the UK must be at least two nights in prebooked accommodation not belonging to a friend or family member Business, Wedding, Golf and Hazardous Activities are not covered cover is available through calling Additional guests added to the policy must travel with the account holder or partner Dependent children must be: Under 18 at the start of the journey or under 23 if in full time education Living at the home address or with their other parent Unmarried and not entered into a civil partnership If a member of your immediate family, a close business associate (whether travelling or not) or anyone travelling in your party has been a hospital inpatient or put on a waiting list for hospital treatment for a medical condition in the 12 months prior to you booking the journey, this policy does not cover the subsequent cancellation of that journey as a result Trips booked prior to opening your account are covered by this policy, trips started before opening your account are not covered by this policy

5 05 Home Emergency Service Key Benefits 24/7 home emergency cover up to 750 including VAT Automatic cover no need to register Underwritten by U K Insurance Limited Main Exclusions Doesn t cover loss or damage arising from circumstances known to you prior to the end of the membership Doesn t cover loss or damage arising from circumstances known to you prior to the end of the membership Doesn t cover claims arising after the home has been left unoccupied for more than 60 consecutive days Boliers over 10 years old and/or with an output exceeding 75kW are not covered Claims not covered if you do not own your own home Does not cover the cost of replacement parts due to natural wear and tear or gradual deterioration For home emergency services call Mobile Phone Insurance Cover for up to four mobile phones owned and used by you, your partner and your children aged under 18 who live with you at home (under 23 if in full time education and living at home outside of term time) Provides a replacement mobile phone in the event of loss, theft, damage or breakdown of your mobile phone. Covers unauthorised calls up to 2,500 for contract phones and up to 100 for pay-as-you-go Covers up to 250 worth of accessories if these are lost, stolen or damaged at the same time as your phone Includes Smartphones and PDAs with call making ability Technical support to help get you started with your replacement phone Underwritten by Aviva Covers up to two claims per account holder in any 12 month period a 75 excess applies for each claim Replacement handsets will be refurbished phones Loss or theft must be reported to your network provider within 24 hours of discovery for unauthorised use claims to be considered All claims must be reported to the insurer within 60 days We will not pay costs relating to cosmetic enhancements made to the phone such as plating or embellishments You must take all reasonable precautions to prevent loss, theft or damage

6 06 European Car Breakdown Cover Key Benefits 5 Star Rated by Defaqto, an independent financial research company UK & European cover including returning you and your vehicle to your home address in the UK and options to get to your destination if your vehicle can t be fixed Cover includes all vehicles owned by you and registered at your home address Automatic cover no need to register Underwritten by U K Insurance Limited Main Exclusions The vehicle must be fit to drive at the start of the journey and be serviced in line with the manufacturer s recommendations Doesn t cover any costs once the insured vehicle has been transported to a garage or repairer European cover is only available for cars less than 16 years old Limited to five callouts in any 12 months For breakdowns in the UK call For breakdowns in Europe call +44 (0)

7 07 RBS Black Account Travel Insurance Statement of demands and needs We have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it is your responsibility to make sure that the policy is right for you. RBS Black Account Travel Insurance meets the demands and needs of RBS Black Account customers who wish to ensure that travel insurance cover exists while on holiday. Policy Summary This is a summary of the policy only and does not form part of the contract between us. The full terms and conditions of the insurance contract can be found in the policy booklet. You should read all documents carefully and keep them for future reference. The Insurer The insurer is U K Insurance Limited. Type of insurance and cover RBS Black Account Travel Insurance is designed to meet certain costs that might occur while you are travelling. Unless the insurer has confirmed otherwise in writing, the insurance will only cover: The account holder(s), and any domestic partner and dependant children under age 18 years (or 23 if in full time education, living at the same address and not married) plus any guests we have accepted. Travellers who have no existing medical conditions (see below). Trips up to 90 days duration (winter sports trips limited to 31 days) anywhere in the world. Trips in the UK must be for at least 3 consecutive days and all trips must start and end in the UK. Involving only insured activities listed in the policy wording, and for leisure or nonmanual work.

8 08 Optional extra sections are available by calling the insurer on for: Business Golf Weddings Hazardous Activities. There are also other cover upgrades available for: Medical conditions Guests Extended trip duration Extra cancellation cover and if you have any of these extra sections or upgrades you will receive separate documents confirming this, and the period for which cover applies. Cover for medical conditions Pre-existing medical conditions are not covered at any time under this policy unless they have been disclosed to the insurer and accepted by them in writing. It is important that you read and fully understand the Medical Declaration on page 15 of the policy. When you become an insured person or when you book your trip (whichever is later): You must tell us about each pre-existing medical condition you wish to be covered, for any insured person. This is any medical condition for which you: have received advice, treatment or a prescription for medication (whether taking it or not) from a doctor during the last 12 months; have a heart or cancer related condition; are under investigation or awaiting diagnosis; are on a waiting list for treatment as an in-patient or were aware of the need for treatment as an in-patient; have received a terminal prognosis.

9 09 Between the date you booked your trip and the start date of your trip: You must tell us about any new serious injury or serious illness affecting any insured person. If you still wish to go on your trip your policy will continue to operate normally. Summary of the main features and benefits of RBS Black Account Travel Insurance Cover Section Features and benefits Limit of cover (per person) Policy page Part 1 Covers For Your trip A. Cancelling Your Trip B. Delayed Or Missed Departure C. Cutting Short Your Trip Travel and accommodation costs that you have paid and cannot get back when you have to cancel a trip due to the death, serious injury or serious illness of insured people, travelling companions, close relatives, business associates or people you had planned to stay with. It also covers other reasons for you not being able to travel, including involuntary redundancy, jury service or advice from the Foreign & Commonwealth Office Extra travel and accommodation costs to get you to your destination or return you home if your transport is delayed meaning you miss your departure Extra travel, accommodation and refreshment costs if you have checked in but your transport is delayed Travel and accommodation costs that you have paid and cannot get back where you have abandoned your trip because your departure was delayed for at least 6 hours (for trips of up to 4 nights) or 12 hours for longer trips Travel and accommodation costs that you have paid and cannot get back when you have to cut short a trip due to the death, serious injury or serious illness of insured people, travelling companions, close relatives, business associates or people you had planned to stay with. It also covers other reasons for you not being able to travel, including involuntary redundancy, jury service or advice from the Foreign & Commonwealth Office 10, , , ,000 23

10 10 Cover Section Features and benefits Limit of cover (per person) Policy page Part 2 Covers For You D. Emergency Medical and Related Costs While you are outside your home area: Emergency medical, surgical and hospital treatment Emergency dental treatment 10,000,000 overall 1, Hospital benefit for every 24 hours in hospital 50 per day Whether outside or inside your home area: 10,000 in home area Extra travel and accommodation costs as a result of medical treatment Included in above limits Funeral or cremation abroad or returning body home 7,500 E. Personal Accident Accidental injury on a trip resulting in: Death or total permanent disability (depends on age) Loss of sight or limb F. Personal Liability Personal liability for compensation you become legally liable to pay G. Legal Costs Legal costs for you claiming damages and compensation following injury, illness or death or for breach of contract 29 2,000 if under 18 years old 25,000 if aged between 18 and 23 years 100,000 if aged over 23 years old 25,000 2,000, ,000 31

11 11 Cover Section Features and benefits Limit of cover (per person) Policy page Part 3 Covers For Your Property H. Baggage The cost of replacing items that are lost, stolen or 2, accidentally damaged. Lower limits apply as follows: For any one item In total for all valuables (as defined in the policy) 400 1,000 I. Delayed Baggage The cost of essential replacement items if your baggage is temporarily lost for more than 4 hours at the start of your trip (after 48 hours) J. Personal Money The cost of replacing money that is lost or stolen K. Lost Passport or Travel, accommodation and administration costs to get Driving Licence emergency replacement documents to get you home L. Winter Sports Unused ski pack as a result of injury or illness The cost of replacing winter sports items that are lost, stolen or accidentally damaged Extra travel costs or compensation if the piste is closed Compensation if avalanche delays arrival or departure per day Part 4 Optional Extra Covers M. Business The cost of replacing business equipment items that are lost, stolen or accidentally damaged The cost of essential replacement business equipment items if yours are temporarily lost for more than 4 hours at the start of your trip The cost of a colleague replacing you due to death, injury or illness N. Golf The cost of replacing golf equipment items that are lost, stolen or accidentally damaged The cost of essential replacement golf equipment items if yours are temporarily lost for more than 4 hours at the start of your trip Lost green fees due to injury or illness O. Wedding The cost of replacing wedding effects that are lost, stolen or accidentally damaged Replacement photographs and video recordings 1, ,500 1, ,500 This is only a summary of the cover provided and the limits that apply. Please refer to the policy wording for full details

12 12 Summary of the main exclusions and limitations of RBS Black Account Travel Insurance Cover Section Significant or unusual exclusions or limitations. You will not be covered for any claim for: Policy page Part 3 Covers For Your Property Applying to the whole policy The excess of 75 per person, which applies to claims under most sections Any activities not on the list of permitted activities, unless the insurer has agreed to it Trips of more than 90 days, unless the insurer has agreed to it Trips of less than 3 consecutive days within your home area An event when there is no RBS Black Account in force Any deliberate act, or event of which you had prior knowledge before opening or upgrading the account or booking your trip A trip to a country or area where the Foreign & Commonwealth Office has advised against all travel Various Part 1 Covers For Your Trip A. Cancelling Your Trip B. Delayed Or Missed Departure C. Cutting Short Your Trip Expenses you can recover from elsewhere A pre-existing condition for any traveller unless we have accepted it in writing Cancellation as a result of a medical condition of a close relative, business associate or travelling companion who has been or is waiting for treatment as an in-patient, has been diagnosed with cancer or given a terminal prognosis in the last 12 months Expenses you can recover from elsewhere Expenses for trips that are not international Expenses for both Delayed International Departure and Abandoned International Departure for the same event Missed International Departure where your vehicle hasn t been properly serviced and maintained Expenses you can recover from elsewhere A pre-existing condition for any traveller unless we have accepted it in writing Cutting short a trip as a result of a medical condition of a close relative, business associate or travelling companion who has been or is waiting for treatment as an in-patient, has been diagnosed with cancer or given a terminal prognosis in the last 12 months

13 13 Cover Section Significant or unusual exclusions or limitations. You will not be covered for any claim for: Policy page Part 2 Covers For You D. Emergency Medical and Related Costs A pre-existing condition for any traveller unless we have accepted it in writing Non-emergency dental work, or involving precious metals Medical treatment costs in your home area Private treatment unless we have agreed to it E. Personal Accident A pre-existing condition for any traveller unless we have accepted it in writing Sickness or naturally occurring condition Total permanent disability if you had retired before travelling F. Personal Liability Relating to owning or using animals (other than your pets), firearms, vehicles, vessels or aircraft Related to your job G. Legal Costs Action where there is no reasonable prospects of success Defending actions against you Expenses incurred before we have accepted your claim Part 3 Covers For Your Property H. Baggage If you do not report the loss to the police within 24 hours or have no police report 34 Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle For valuable items, if they are not with you I. Delayed Baggage If you do not get a Property Irregularity Report 35 J. Personal Money If you do not report the loss to the police within 24 hours or have no police report 36 Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle K. Lost Passport or If you do not report the loss to the police within 24 hours or have no police report 37 Driving Licence Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle L. Winter Sports If you do not report the loss to the police within 24 hours or have no police report Items stolen in your unattended vehicle 38

14 14 Cover Section Significant or unusual exclusions or limitations. You will not be covered for any claim for: Policy page Part 4 Optional Extra Covers M. Business If you do not report the loss to the police within 24 hours or have no police report Valuable items stolen from your unattended vehicle N. Golf If you do not report the loss to the police within 24 hours or have no police report Valuable items stolen from your unattended vehicle O. Wedding If you do not report the loss to the police within 24 hours or have no police report Valuable items stolen from your unattended vehicle This is only a summary of the cover provided and the limits that apply. Please refer to the policy wording for full details. Duration of the policy The policy remains in force until one of the following occurs: The RBS Black Account is closed Any traveller is no longer a UK resident Upgrades and extensions to cover will either be renewable annually (we will send you a renewal notice) or will be for a single trip only. Because the RBS Black Account Travel Insurance has no end date, and your circumstances will change from time to time, it is important that you regularly review the cover to ensure it meets your needs. Cancellation rights The account holder can cancel this policy at any time by telling us either over the phone or in writing. However, this insurance is included as an integral benefit with your RBS Black Account. You do not, therefore, pay a separate premium and would not receive any refund as a consequence of cancelling the policy.

15 15 The account holder can cancel any upgrades or endorsements at any time by telling us either over the phone or in writing. We will not refund any premium unless the account holder cancels the relevant upgrade or endorsement within 14 days from the date of purchase or renewal or the date of receiving the relevant documents or renewal notice, whichever is the later, and so long as no insured person has travelled or made a claim. If you need to claim How to make a claim While you are away: If you are injured or ill while you are away, call our Emergency Assistance Service Non-emergency claims Legal Costs claims Please call from abroad Lines are open 24 hours a day, 365 days a year in the UK from abroad Lines are open 9am to 5pm Monday to Friday in the UK from abroad Lines are open 24 hours a day, 365 days a year How to complain Should there ever be an occasion where you need to complain, please call us on or if you wish to write, then please address your letter to Customer Relations, P O Box 1150, Churchill Court, Bromley BR1 9WA. If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Financial Ombudsman Service, Exchange Tower, London E14 9SR. Phone: or You can visit the FOS website at

16 16 Details about our regulator U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at or the Financial Conduct Authority can be contacted on The Prudential Regulation Authority website can be visited at or the Prudential Regulation Authority can be contacted on Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim without any upper limit. For compulsory classes of insurance, Insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme We will also be happy to send you any of our brochures, letters or statements in Braille, large print or audio, upon request RBS Black Account Travel Insurance is underwritten by U K Insurance Limited. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

17 17 Home Emergency Service Policy Summary Statement of Demands and Needs We have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it s your responsibility to make sure that the policy is right for you. This product meets the demands and needs of those who wish to ensure that they are covered in the event of experiencing a home emergency. Your Policy Summary Please read this document carefully. This policy summary does not form part of the contract between us. Full terms and conditions can be found within the Black Account Welcome Pack. Features of your Black Account Home Emergency Service This membership is a benefit provided under your Black Account and is underwritten by U K Insurance Limited. Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No Your membership will run whilst you hold a Black Account. You may need to review this cover periodically to ensure it remains adequate to your needs. Please refer to your Black Account Benefit Terms for full terms and conditions.

18 18 What is covered What is not covered Please refer to the Black Account Benefit Terms for full details Call-out fees, parts, labour and materials up to 750 (inc. VAT) per call-out for emergencies in respect of: The permanent electrical supply system in the home. Internal and external plumbing of the home that you are responsible for. The external locks, doors and windows of the home. The main source of heating in the home. Vermin such as rats, mice or wasps nests. The arrangement and costs of overnight accommodation if the property becomes uninhabitable, up to 250, including VAT. Significant and Unusual Exclusions and Limitations Any electrical wiring which is not permanent and/or is situated outside the home. Any leaking or dripping tap that requires re-washering or replacing, external overflows or replacement of cylinders, tanks, radiators and sanitary ware. Breakdown or damage to domestic appliances and other mechanical equipment. Internal locks, doors, glass, or the locks, doors and windows to detached garages and outbuildings. Boilers over 10 years old and/or with an output exceeding 75kW. Vermin outside main dwelling e.g. in garages and sheds. Please refer to the Black Account Benefit Terms for full details of all Exclusions The following are excluded: Loss or damage arising from circumstances known to you prior to the start date of the period of membership. Claims arising after the home has been left unoccupied for more than 60 consecutive days. Cost of repairing faults or damage caused by fire, lightning, explosion, earthquake, flood, storm, subsidence, heave or landslip, malicious damage, theft or attempted theft (except when in relation to security), structural repairs, alteration or demolition, faulty workmanship, or the use of defective materials. Cost of replacement parts due to natural wear and tear or gradual deterioration. Loss or damage due to the interruption or disconnection of the gas, water or electricity services to your home. Your right to cancel You have the right to cancel this insurance at any time, with immediate effect. As the cover is provided as a benefit of being a Black Account holder, a cooling off period does not apply and no refund is due. The Home Emergency section of your benefits package cannot be cancelled in isolation, you will also have to close your Black Account. If the Black Account is closed, this policy ends.

19 19 How to make a claim To notify us of a request for emergency assistance, please telephone How to complain If you wish to make a complaint, please write to us at the following address: Customer Relations Manager, PO Box 300, Leeds LS99 2LZ. If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Exchange Tower, London E14 9SR, telephone Details about our Regulator U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, registration number The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at or the Financial Conduct Authority can be contacted on The Prudential Regulation Authority website can be visited at or the Prudential Regulation Authority can be contacted on Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme fscs.org.uk

20 20 Mobile Phone Insurance Policy Summary This is a summary of the policy and does not contain the full terms and conditions of the cover, which can be found in the Black Account Mobile Phone Insurance terms document. It is important that you read the full policy wording carefully and keep it for future reference. Who is the insurer? The insurer is Aviva Insurance Limited. What is Black Account Mobile Phone Insurance? This Mobile Phone Insurance policy provides cover for your phone in the event of damage, loss, theft or breakdown outside the manufacturer s warranty. What are the main features and benefits? Cover is for up to four mobile phones owned and used by you, your partner and your children aged under 18 who live with you at home (under 23 if in full time education and living at home outside of term time). We will settle claims by replacing the phone. Replacement phones will be refurbished. All replacement phones provided by us will come with a 12 month warranty. The phone will be covered whilst the account holder or family member is temporarily outside the UK, providing they remain a permanent UK resident, meaning they have their main home in the UK. If you are abroad when a claim happens, we will not replace the phone until you return to the UK. The cover provided by this policy allows for a maximum of four claims during any 12 month period. Accessories are covered up to 250 per claim, if they are lost, stolen or damaged at the same time as your phone. In the event of unauthorised use following loss or theft, we will provide cover for up to 2,500 for monthly contracts and up to 100 for pay-as-you-go customers. Technical support to help get you started with your replacement phone.

21 21 What are the significant or unusual exclusions or limitations? There are a number of exclusions and limitations in your policy. Significant or unusual ones are shown below. Full details can be found under the What is not covered heading in Sections 6 and 7, as well as the General Conditions and General Exclusions sections of your Mobile Phone Insurance Terms. You must report loss or theft of the phone to your network provider within 24 hours of discovery (48 hours if outside the UK) for unauthorised use claims. We may refuse to pay any unauthorised use claim if you fail to report the loss or theft to your network provider in accordance with the policy terms. In the event of theft, the incident should be reported to the police as soon as reasonably possible. You will need to pay the first 75 of each claim made on this policy. This is known as the excess. You must take all reasonable precautions to prevent loss, theft or damage. Accessories are only covered if they have been lost, stolen or damaged at the same time as the phone. We will not pay any costs relating to cosmetic enhancements, such as plating or embellishment with precious metals, stones or crystals. There is no cover for any phone manufactured wholly or substantially from precious metals, stones or crystals. There is no cover if the phone; is being used by someone other than the account holder or family member has been deliberately left unattended and unsecured.

22 22 There is no cover for theft or loss of the phone; from an unattended vehicle unless the phone has been placed in a locked and concealed boot, concealed luggage compartment or closed glove box of a securely locked vehicle that has been broken into using force and violence. There is no cover for damage caused by general wear and tear or damage that does not affect how the phone works. We will not pay any claim where you are unable to provide the IMEI number of the phone, the IMEI number cannot be verified by us, or the IMEI number provided belongs to a phone that has previously been reported as lost or stolen. Where requested, you will be required to provide such information, documents or receipts reasonably necessary to support and/or verify your claim. How long does my policy run for? Unless you exercise your right to cancel, the policy will remain in force as long as you have a Black Account and remain permanently resident in the UK. As your circumstances may change over time, it is important you review the terms and conditions of your Black Account Mobile Phone Insurance regularly to ensure that the cover remains adequate for your needs. Registration We strongly recommend that you register your phone as soon as possible. If the phone has not been registered before a claim is made, registration will need to be carried out at that time. It s simple to register do this by visiting or calling

23 23 How do I make a claim? Important steps you need to take Report loss or theft to your network provider within 24 hours of discovery (48 hours if you are abroad at the time) for unauthorised use claims. Tell us about any claim as soon as possible, but always within 60 days of discovery. If you need to make a claim, either: Go online through or Call If you have not registered your mobile phone details you will need to register before you claim. Our phone lines are open: Monday to Friday Saturday Sunday Bank Holidays (closed on Christmas Day) Your Cancellation Rights You have a statutory 14 day period in which to cancel the Black Account Mobile Phone Insurance. This period begins on the start date or when the insurance terms and conditions are received, whichever is later. If the Black Account Mobile Phone Insurance is not cancelled within the above 14 day period, the Mobile Phone Insurance will remain active until the cover is cancelled in accordance with the rights set out in General Conditions section of the terms and conditions or you cease to be permanently resident in the UK. To exercise your right to cancel, please call: Please note, if the Mobile Phone Insurance is not required, there will be no refund or reduction in the Black Account fee.

24 24 If you have a complaint Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers problems promptly and achieve a fair outcome. To ensure that we provide the kind of service you expect we welcome your feedback. We will review the complaints we receive to make sure that we continually improve the service we offer. Details of our full complaints process can be found in your policy wording. If you are unhappy with any aspect of the handling of your Mobile Phone Insurance claim we would encourage you, in the first instance, to seek resolution by contacting us: By telephone: In writing either via the or by letter addressed to: RBS Black Account Aviva Mobile Phone Insurance PO Box 351 Southampton SO30 2PJ If for some reason we haven t been able to resolve your complaint within eight weeks, or you re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service. If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you ll need to do this within six months of receiving our final response letter: The Financial Ombudsman Service Exchange Tower London E14 9SR Telephone:

25 25 Financial Services Compensation Scheme We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim. Aviva Insurance Limited, Registered in Scotland, No Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

26 26 European Car Breakdown Cover Policy Summary Statement of Demands and Needs We have not provided you with a personal recommendation as to whether the policy is suitable for your specific needs and it s your responsibility to make sure that the policy is right for you. This product meets the demands and needs of those who wish to ensure that they are covered for Car Breakdown. Your Policy Summary Please read this document carefully. This policy summary does not form part of the contract between us. For full details of cover including terms and conditions, please refer to Black Account Benefit Terms document which will form part of your Black Account Welcome Pack. For your own benefit and protection, you should read the terms and conditions carefully. If you do not understand any point please ask for further information. You can call us with any questions on Features of your RBS Car Breakdown Cover Policy The policy you have purchased is underwritten by U K Insurance Limited. Registered Office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England and Wales No and will run in conjunction with your Black Account. As this policy could run for several years you may want to review your insurance needs periodically to ensure the policy is adequate. Please refer to your Black Account Benefits Terms. Significant Features and Benefits Green Flag provides the breakdown service. Your policy covers your vehicle or anyone driving with your permission. You can claim 10 if not attended within 60 minutes see Motoring Assistance in the UK Section of the Black Account Benefit Terms. Roadside Assistance including long distance recovery to the Home, original destination in the UK or a suitable repairer where necessary. Caravan and Trailer cover see definition of Vehicle under Commonly used terms in the Black Account Benefit Terms. Cover for breakdowns in Europe see Motoring Assistance in Europe Section of the Black Account Benefit Terms.

27 27 Significant Exclusions or Limitations We may choose to repair the vehicle (at your cost) following an Insured Incident rather than arranging for it to be recovered General Condition 13 of the Black Account Benefit Terms. We will only pay for repair or recovery costs that you have agreed with us prior to you incurring them General Condition 12 of the Black Account Benefit Terms. Your right to cancel You have the right to cancel this insurance at any time, with immediate effect. As the cover is provided as a benefit of being an Black Account holder, a cooling off period does not apply and no refund is due. The Car Breakdown section of your benefits package cannot be cancelled in isolation, you will also have to close your Black Account. If the Black Account is closed, this policy ends. How to make a claim To notify us of a claim whilst travelling within the UK, please telephone For claims in Europe call +44 (0) You can also call Black Account Membership Services on

28 28 How to complain Should there ever be an occasion where you need to complain, please call us on You can also call Black Account Membership Services on If you wish to write, then address your letter as follows: Customer Relations Manager The Wharf, Neville Street, Leeds LS1 4AZ. If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: Exchange Tower, London E14 9SR, Telephone Details about our Regulator U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, registration number The Financial Conduct Authority website, which includes a register of all regulated firms can be visited at or the Financial Conduct Authority can be contacted on The Prudential Regulation Authority website can be visited at or the Prudential Regulation Authority can be contacted on Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme fscs.org.uk

29 29 about our insurance services 36 St Andrew Square Edinburgh EH2 2YB 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2. Whose products do we offer? We offer products from a range of in surers. We only offer products from a limited number of insurers. We can only offer products from: U K Insurance Limited for home insurance U K Insurance Limited for motor insurance U K Insurance Limited for pet insurance U K Insurance Limited for travel insurance U K Insurance Limited for travel insurance provided with Select Silver, Select Platinum and Black current accounts U K Insurance Limited for home emergency service provided with Black current accounts U K Insurance Limited for Green Flag provided with Select Platinum and Black current accounts Underwritten by Aviva Insurance Limited, administered by Carphone Warehouse for mobile phone insurance with Select Silver, Select Platinum and Black current accounts We only offer our own products 3. Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs. You will not receive advice or recommendations from us for any type of noninvestment insurance contract. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

30 30 4. What will you have to pay us for our services? A fee. 3 No fee. You will receive a quotation that will tell you about any other fees relating to any particular insurance policy. 5. Who regulates us? The Royal Bank of Scotland plc, Registered in Scotland No Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is Our permitted business includes arranging and advising on non investment insurance. You can check this on the Financial Services Register by visiting the FCA s website or by contacting the FCA on What to do if you have a complaint If you wish to register a complaint, please contact us: In writing: The Royal Bank of Scotland plc, Customer Relations Manager, PO Box 594, Chatham ME4 9DP By phone: or if you are a Private Banking customer, please call your Private Banking Manager If you have a hearing or speech impairment you can call us on Minicom If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. 7. Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. For non compulsory classes of insurance, insurance advising and arranging is covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

31

32 Braille, large print or audio format? If you would like this information in Braille, large print or audio format please contact us on (Minicom ). The product(s) mentioned in this literature is/are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. For further information about the compensation provided by the FSCS, refer to the FSCS website Calls may be recorded. The Royal Bank of Scotland plc. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. Registered in Scotland No rbs.co.uk RBS June 2015

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