Insurance policy summary information. Royalties Gold

Transcription

1 Insurance policy summary information Royalties Gold

2 The Royalties Gold Account comes with a range of insurance policies that 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.

3 Contents Royalties Gold Insurance Products 5 Sentinel Protection Lost and Stolen Card Assistance 9 Mobile Phone Insurance 12 Car Breakdown Benefit 16 Extended Warranty Policy 19 Travel Insurance 22 3

4 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 Your Service Guide which will be contained as part of your Royalties Gold Welcome Pack. 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. Max call charge from a BT landline is 8p plus up to 6p per minute. Calls from other networks may vary. Calls may be recorded. Total Price to be Paid There is no separate charge for these insurance policies, however for travel insurance on Royalties Gold, an additional annual supplement of 50 is required for those customers aged 70 years and over. There is a monthly account fee for the Royalties Gold account and this charge is not adjusted should you not wish to use the insurance products. Benefits under the plan are free of all personal taxes under current law and Inland Revenue 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. 4

5 Important information Please review the high level policy summaries below, and all the information in this document, to ensure our policies fully meet your needs and the cover is right for you. Royalties Gold Insurance Products You are automatically covered for the following benefits Sentinel Protection Lost and Stolen Card Assistance Key Benefit Personal money lost or stolen at the same time as a card. Up to 200 per incident. Maximum of 1 incident per year. Costs of replacing lost or stolen personal belongings. Up to 100 per incident. Communication costs paid in dealing with and reporting an incident. Up to 500 per incident. Main Exclusions Any costs not pre authorised by Sentinel Protection. Any costs not directly related to an incident. Claims which do not include the necessary supporting documentation receipts for the replacement, or other evidence of purchase. To make a claim call ( from outside of the UK) Mobile Phone Insurance Key Benefits Automatic cover no need to register, however if you do so it may speed up your claim. Covers one registered mobile phone (two phones for joint accounts) and SIM card for each Royalties Gold account holder up to the original retail value of the phone for the cost of repair or replacement in the event of loss, theft or accidental damage (emeblishments excluded). Covers unauthorised calls up to 2,500 for contract phones and up to 100 for pay-as-you-go (this will apply to top-ups purchased in the 24 hours preceding the incident, per claim). Covers up to 250 worth of accessories per claim. Includes PDA devices which have mobile phone functionality. Main Exclusions Phones must be owned and used by the account holder(s). 5

6 Phones can be registered by calling or visiting rbs.co.uk/royalties. Covers up to two successful claims per account holder during any rolling 12 month period 75 excess per claim. If your mobile phone is lost, stolen, damaged or breaks down Aviva will at their discretion either replace it or arrange for it to be repaired. They will try to provide you with the same model as the one you have claimed for. If they cannot provide you with an exact replacement, then they will supply you with one that has similar features and functionality to the one you have claimed for. Replacements will be refurbished phones. All claims must be reported to Aviva within 60 days of discovering the incident, unless you are outside of the UK at the time of discovering the incident and are unable to contact Aviva; then they must be contacted within 60 days upon return to the UK. Any incident involving theft must be reported to the airtime provider within 24 hours of discovery (or 48 hours of discovery if outside of the UK) to blacklist your handset and prevent anyone using it. Any incident involving loss must be reported to the airtime provider within 24 hours of discovery (or 48 hours of discovery if outside of the UK) to blacklist your handset and prevent anyone using it. Does not cover accessories (e.g. speakers or phone covers) which are not lost or stolen at the same time as your mobile phone. To make a claim call or visit rbs.co.uk/royalties 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. 6

7 Additional Guests, Business, Wedding, Golf and Hazardous Activity Cover available through calling Main Exclusions Persons aged 70 years and over must call each year in order to obtain cover and will be required to pay an annual premium of 50 per account and will be medically screened. Any existing medical conditions must be declared by calling you may be required to pay a premium for cover or UK Insurance Limited may decide not to cover you for this condition. Maximum trip duration limit of 31 days. Winter sports cover is restricted to a total of 31 days. Dependent children and any guests added to the policy must be travelling with the account holder. Dependent children must be: under 18 at the start date of the journey or under 23 if in full time education living at the home address (or with the other parent) unmarried and not entered into a civil partnership. Trips in the UK must be pre-booked, at least two nights duration and a minimum of 25 miles from your home address. To make a claim call Car Breakdown Cover Key Benefits What is covered Following an Insured Incident occurring at the roadside or your Home we will provide assistance and, if necessary, transportation of the Insured Vehicle and Insured Persons to: (i) a nearby available repairer of our choice; or (ii) a destination of your choice provided it is either within 10 miles of the Insured Incident or no further than our choice of nearby available repairer. Please note: You may have to pay extra costs if your choice of destination exceeds 10 miles and is further than our choice of nearby available repairer. Roadside assistance from Green Flag anywhere in the UK. Protection for all vehicles owned by you and kept at your home address. Main Exclusions Doesn t cover any costs once the insured vehicle has been transported to garage or repairer. Roadside assistance outside the UK not included. For roadside assistance call

8 Extended Warranty Key Benefits Breakdown cover for domestic electrical goods for two years after the manufacturers original warranty has expired. Up to 1,000 per item and up to 10,000 per policyholder in any 12 month period. Main Exclusions The first 25 of any claim is not covered. Items must be paid for in full with a Royal Bank of Scotland debit or credit card proof of purchase and manufacturers warranty is required. To make a claim call

9 Policy Summary Sentinel Protection Lost and Stolen Card Assistance Royalties Gold Key Benefit Insurance cover for communications costs paid in dealing with and reporting an incident and personal money and belongings lost or stolen at the same time as your cards. Should you wish to register your cards you can do so by calling You do not need to register your cards, however, if we already have your details on file, this will enable us to contact your issuers quickly. Your Policy Summary Please read this section carefully. Full Terms and Conditions can be found within the Policy Document. This document does not form part of the contract between us. This is a policy summary only and does not detail the full Terms and Conditions of the insurance policy. Full details of the insurance policy Terms and Conditions can be found in the Policy Document. Sentinel Protection Lost and Stolen Card Assistance is underwritten by AmTrust Europe Limited. Registered in England number Registered Office: Market Square House, St. James s Street, Nottingham NG1 6FG, United Kingdom. AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register No You can check this on the Financial Services Register by visiting the FCA s website or by contacting the FCA on You may be entitled to compensation from the Financial Services Compensation Scheme if Allianz are unable to meet their obligations. What is covered by Sentinel Protection Lost and Stolen Card Assistance? Communication costs paid in dealing with and reporting an incident. Up to 500 per incident. Personal money lost or stolen at the same time as a card. Up to 200 per incident. Maximum of 1 incident per year. Costs of replacing lost or stolen personal belongings. Up to 100 per incident. 9

10 How does Sentinel Protection Lost and Stolen Card Assistance work? Sentinel Protection Lost and Stolen Card Assistance is provided through membership of the Royalties Gold Account. If you close your account cover automatically terminates otherwise it continues automatically until the insurance is cancelled by you or is cancelled under the terms of the policy. You may need to review this cover periodically to ensure it remains adequate to your needs. You have the right to cancel this policy at any time. Your policy will be cancelled if we receive notification that you no longer hold a Royalties Gold account. This cancellation period exceeds the 14 day post-sale period required by the Financial Conduct Authority rules. What are the significant exclusions and limitations of Sentinel Protection Lost and Stolen Card Assistance? A maximum of one personal money claim is allowed per year. Sentinel Protection will not cover: Any personal money not reported lost at the same time as reporting the incident. Any costs not pre authorised by Sentinel Protection. Any claim for communication costs and personal belongings totalling more than 600 per incident. Any costs not directly related to an incident. Claims which do not include the necessary supporting documentation receipts for the replacement, or other evidence of purchase. 10

11 How do I make a claim under Sentinel Protection Lost and Stolen Card Assistance? You can notify a claim by calling Royalties Membership Services on (Minicom ) for Royalties Gold, 24 hours a day and seven days a week, providing your name, address and sort code and account number. Would I receive compensation if AmTrust was unable to meet its liabilities? You may be entitled to compensation from the Financial Services Compensation Scheme if the insurers are unable to meet their liabilities under this insurance. How to make a complaint Full details of our complaints procedure may be found in the insurance policy Terms and Conditions. Financial Services Compensation Scheme You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS), if the insurers cannot meet our liabilities under this policy. Further information is available from the FSCS on or or at enquiries@fscs.org.uk If you have a complaint about Sentinel Protection Lost and Stolen Card assistance, call Royalties Membership Services on (Minicom ) or write to the Customer Relations Manager, Royalties Membership Services, Sentinel House, Airspeed Road, Portsmouth, Hampshire PO3 5RF, United Kingdom quoting your policy number. 11

12 Policy Summary Mobile Phone Insurance Royalties Gold 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 Royalties Gold 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 Royalties Gold 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 one mobile phone that is owned and used by the account holder. Where the account is in joint names, one phone will be covered for each account holder, with a maximum of two phones per account. The phone is covered whilst being used by the account holder only. We will settle claims by replacing the phone. Replacement handsets will be refurbished phones. All replacement phones provided by us will come with a 12 month warranty. The phone will be covered whilst the account holder or 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 two claims in total during any 12 month period. Where the Royalties Gold account is in joint names, you will be entitled to make a maximum of two claims per account holder in any 12 month period, with an overall limit of 4 claims per Royalties Gold Account in 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. 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. 12

13 You must report loss or theft of your 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. 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 has been deliberately left unattended and unsecured. 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 Royalties Gold 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 Royalties Gold 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 rbs.co.uk/royalties or calling

14 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). 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 rbs.co.uk/royalties; 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 Royalties Gold 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 Royalties Gold 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 Royalties Gold Account fee. 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 rbs.co.uk/royalties; or by letter addressed to: 14

15 RBS Royalties Gold 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 South Quay Plaza 183 Marsh Wall London E14 9SR Telephone: 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. 15

16 Policy Summary Car Breakdown Benefit Royalties Gold 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 the Royalties Gold Service Guide contained within your Royalties Gold 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 a Green Flag Breakdown Policy The policy you have is underwritten by U K Insurance Limited, registered office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England No and will run in conjunction with your Royalties Gold Package. 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 Royalties Gold Policy Booklet. Significant Features of a Green Flag Breakdown Policy (Full terms and conditions can be found within the policy document.) Your policy covers your vehicle or anyone driving with your permission, who is not a hitch-hiker, up to a maximum of eight persons including the driver. Key Benefits What is covered Following an Insured Incident occurring at the roadside or your Home we will provide assistance and, if necessary, transportation of the Insured Vehicle and Insured Persons to: (i) a nearby available repairer of our choice; or (ii) a destination of your choice provided it is either within 10 miles of the Insured Incident or no further than our choice of nearby available repairer. Please note: You may have to pay extra costs if your choice of destination exceeds 10 miles and is further than our choice of nearby available repairer. You can claim 10 if the recovery vehicle does not attend within 60 minutes of you contacting us General Condition

17 Caravan and Trailer cover see Caravan and trailer section. Significant Exclusions and Limitations of a Green Flag Breakdown Policy If we need to use specialist equipment to recover your vehicle, you may have to pay additional costs General Condition 12. We are not responsible for the actions or costs of garages, recovery firms or emergency services acting on your instructions or the instructions of anyone acting for you and cannot be held liable for them General Condition 18. We may choose to repair your vehicle (at your cost) following a breakdown rather than arranging for it to be recovered General Condition 21. 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 Royalties Gold 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 cancel your Royalties Gold account. If the Royalties Gold account is cancelled, this policy ends. If you would like to upgrade your Breakdown cover It is possible to upgrade your Breakdown cover. If you would like to upgrade please telephone How to make a claim To notify us of a claim whilst travelling within the UK, please telephone How to complain Should there ever be an occasion where you need to complain, please call us on If you wish to write, then address your letter as follows: Royalties Gold Car Breakdown, Customer Relations Department, Green Flag, Cote Lane, Pudsey LS28 5GF. If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone

18 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. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme 18

19 Policy Summary Extended Warranty Policy Royalties Gold Statement of Demands and Needs This product meets the insurance requirements of those who wish to ensure that their qualifying purchases are covered against breakdown for two years after the expiry of the manufacturer s original warranty. The Royal Bank of Scotland is not making a personal recommendation based on your individual circumstances that the Plan is suitable for your needs and we recommend that you read the Policy Summary carefully. Please read this section carefully. Full Terms and Conditions can be found within the Policy Document. Features of your Royalties Gold Extended Warranty Cover This is a policy summary only and does not detail the full Terms and Conditions of the insurance policy. Full details of the insurance policy Terms and Conditions can be found in the Policy Document. Extended Warranty is underwritten by AmTrust Europe Limited. Registered in England number Registered Office: Market Square House, St. James s Street, Nottingham NG1 6FG, United Kingdom. AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register No You can check this on the Financial Services Register by visiting the FCA s website or by contacting the FCA on You may be entitled to compensation from the Financial Services Compensation Scheme if Allianz are unable to meet their obligations. What is covered by Extended Warranty? Extended Warranty provides breakdown cover for two years after the expiry of the manufacturer s original warranty. Cover is only provided for claims or portions of claims which are not covered by other applicable guarantees, warranties, insurance or indemnity policies, subject to the stated limits of liability. An indemnity is an agreement by the indemnifying party to put the other party back in the position which they were in before the claim was made. Forms of indemnity include compensation, repairs, replacement and reinstatement. How does Extended Warranty work? Extended Warranty covers purchases where the payment is made in full exclusively using your Royal Bank of Scotland debit or credit card. Extended Warranty cover remains in force until either you close your Royal Bank of Scotland account or it is no longer offered by The Royal Bank of Scotland. You have the right to cancel this insurance at any 19

20 time. As this policy cannot be cancelled in isolation you will also have to close your Royalties Gold Account. If Extended Warranty cover is cancelled, qualifying purchases made while the cover was in force will be covered. You may need to review this cover periodically to ensure it remains adequate to your needs. What are the significant exclusions and limitations of Extended Warranty? Features and Benefits Repair costs if a qualifying purchase breaks down after the manufacturer s original warranty has expired. If your product cannot be repaired or is uneconomical to repair it will be replaced. Significant Exclusions or Limitations (cross references to the relevant sections of the policy are included) The most we will pay is: Repair costs up to the price paid for the product to a maximum of 1,000 per item. Up to 10,000 per policyholder in any 12 month period. You must pay the first 25 of any claim. If your product is replaced it will be replaced with an identical product. If an identical product is no longer available the replacement will be of equivalent specification and quality. Cover will not be provided for: Items not purchased using the qualifying account. Non-electrical items. Items purchased from Internet sites, which are not based in the UK. Any item not purchased in the UK. Items which do not have a UK specification or original manufacturer warranty vaild on the UK. Non-electrical items, mobile telephones or any type of portable hand held communication devices. Second hand products. Items for commercial or business use. Call out charges where a fault cannot be found with the product. Any loss as a result of not being able to use the product, or any loss other than the repair or replacement cost of the product. Damage caused by accidents, misuse, neglect or wear and tear. How do I make a claim under Extended Warranty? You can notify a claim by calling Royalties Membership Services on

21 (Minicom ) 8am 8pm Monday to Friday or 9am 5pm Saturday (excluding Bank Holidays). Would I receive compensation if AmTrust was unable to meet its liabilities? You may be entitled to compensation from the Financial Services Compensation Scheme if the insurers are unable to meet their liabilities under this insurance. How to make a complaint Sales If you have a complaint about the service elements of Extended Warranty call Royalties Membership Services on (Minicom ) or write to The Customer Relations Manager, Royalties Membership Services, Sentinel House, Airspeed Road, Portsmouth, Hampshire PO3 5RF quoting your policy number. We will always confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot respond within these timescales we will let you know when an answer may be expected. If we are unable to resolve your complaint within eight weeks from when you first contacted us or you remain dissatisfied with the final response, then you may refer the matter to the Financial Ombudsman Service for an independent review of your complaint. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. By telephone on or By complaint.info@financialombudsman.org.uk Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights. Full details of our complaints procedure may be found in the insurance policy terms and conditions. Law and Language Unless agreed otherwise the language of the policy and all communications relating to it will be in English and all aspects of the policy, including negotiation and performance are subject to the law which applies to the part of the United Kingdom in which you live. Financial Services Compensation Scheme You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS), if we cannot meet our liabilities under this policy. Further information is available from the FSCS on or at enquiries@fscs.org.uk 21

22 Royalties Gold 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. Royalties Gold Account Travel Insurance meets the demands and needs of Royalties Gold 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 Royalties Gold 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 are aged under 70 years and have no existing medical conditions (see below). Trips up to 31 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 non-manual work. 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 Age 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. 22

23 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 12 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 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. 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. 23

24 Summary of the main features and benefits of Royalties Gold Account Travel Insurance Cover Section Features and benefits Limit of cover (per person) Part 1 Covers For Your Trip A. Cancelling 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 5, Policy page B. Delayed Or Missed Departure 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 1, , C. Cutting Short Your Trip Part 2 Covers For You D. Emergency Medical and Related Costs 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 While you are outside your home area: Emergency medical, surgical and hospital treatment Emergency dental treatment Hospital benefit for every 24 hours in hospital Whether outside or inside your home area: Extra travel and accommodation costs as a result of medical treatment Funeral or cremation abroad or returning body home 5, ,000,000 overall 1, per day 10,000 in home area Included in above limits 7, E. Personal Accident Accidental injury on a trip resulting in: Death or total permanent disability (depends on age) Loss of sight or limb 2,000 if under 18 years old 25,000 if over 18 years old 25, F. Personal Liability Personal liability for compensation you become legally liable to pay 2,000,

25 Cover Section Features and benefits Limit of cover (per person) G. Legal Costs Legal costs for you claiming damages and compensation following injury, illness or death or for breach of contract Part 3 Covers For Your Property H. Baggage The cost of replacing items that are lost, stolen or accidentally damaged. Lower limits apply as follows: For any one item In total for all valuables (as defined in the policy) 50, , Policy page 25 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 650 (after 48 hours) 26 J. Personal Money The cost of replacing money that is lost or stolen K. Lost Passport or Driving Licence Travel, accommodation and administration costs to get 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 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 per day 200 1, ,500 1, O. Wedding The cost of replacing wedding effects that are lost, stolen or accidentally damaged Replacement photographs and video recordings 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

26 Summary of the main exclusions and limitations of Royalties Gold Account Travel Insurance Cover Section Applying to the whole policy Part 1 Covers For Your Trip A. Cancelling Your Trip Significant or unusual exclusions or limitations. You will not be covered for any claim for: The excess of 50 per person, which applies to claims under most sections A traveller who is over 70 years of age unless an age extension is in force at the time Any activities not on the list of permitted activities, unless the insurer has agreed to it Trips of more than 31 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 Royalties Gold 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 Expenses you can recover from elsewhere A pre-existing conditions 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 Policy page Various 14 B. Delayed Or Missed Departure 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 16 C. Cutting Short Your Trip Part 2 Covers For You D. Emergency Medical and Related Costs Expenses you can recover from elsewhere A pre-existing conditions 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 A pre-existing conditions 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 F. Personal Liability A pre-existing conditions for any traveller unless we have accepted it in writing Sickness or naturally occurring condition Total permanent disability if you had retired before travelling 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 23 26

27 Cover Section Significant or unusual exclusions or limitations. You will not be covered for any claim for: 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 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 Policy page 25 I. Delayed Baggage If you do not get a Property Irregularity Report 26 J. Personal Money K. Lost Passport or Driving Licence If you do not report the loss to the police within 24 hours or have no police report Unless the items stolen were in your locked accommodation, safe or safety deposit box, or vehicle If you do not report the loss to the police within 24 hours or have no police report 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 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. 27

28 Duration of the policy The policy remains in force until one of the following occurs: 28 The Royalties Gold Account is closed Each traveller reaches 70 years of age, unless they buy an age extension. Cover for other travellers will continue to operate. 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 Royalties Gold 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 Royalties Gold Account. You do not, therefore, pay a separate premium and would not receive any refund as a consequence of cancelling the policy. 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 from abroad Lines are open 24 hours a day, 365 days a year Non-emergency claims in the UK from abroad Lines are open 9am to 5pm Monday to Friday Legal Costs claims 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, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Phone: or You can visit the FOS website at 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,

29 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. Royalties Gold Account Travel Insurance is underwritten by U K Insurance Limited. Registered office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England No U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. 29

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32 The Royal Bank of Scotland plc. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. Registered in Scotland No RBSL571 1/04/2014