Packaged Bank Account Benefit Changes - Frequently Asked Questions
From 21st November 2021 there will be some changes to the benefits that come with our packaged bank accounts. We’ve answered some of our frequently asked questions below for each of the benefits that are changing.
Please note, some of the benefits listed below might not come with your packaged bank account. You can check the benefits included in your packaged bank account in your Annual Eligibility Statement, or by going online and viewing the Account Welcome Pack on your account's product page.
The below list are links to the different benefit section headings further down on the page:
Please note that not all accounts come with the benefits in the list above, please check the terms and conditions for your account.
AXA Insurance UK plc (AXA) underwrite the travel insurance that comes with your account and, in line with the cancellation section of the policy general conditions, we are now giving you notice on their behalf that the policy will be cancelled at midnight on 20 November 2021 and immediately replaced on 21 November by travel insurance provided by AWP Assistance UK Ltd (Allianz Assistance) which is underwritten by AWP P&C SA (the new insurer). There’ll be no break in insurance cover but some of the changes may affect your cover.
If you have a Silver account, currently to be eligible for cover you must live in the United Kingdom for at least 6 months during each 12-month period. This requirement will be removed and from 21 November 2021, cover will only be available if you are a UK resident and your home country is in the UK. Trips still need to start and end in the UK.
If you have a Premier, Private Banking Account Premier or Mayfair High Interest Cheque Account, your policy will continue to cover trips of up to 62 days and this will not change. For all other accounts the maximum single trip duration of 45 consecutive days will reduce to 31 consecutive days. For impacted accounts it’s important to remember this if you book a trip before 21st November 2021. If you’ve already booked or intend to book a trip lasting more than 31 consecutive days that begins on or after 21 November 2021 and haven't already purchased a trip extension upgrade, you will need to contact Allianz Assistance to extend your cover, an additional premium will be payable. If your trip starts before 21st November 2021, for this trip only, you will continue to be covered for up to 45 consecutive days from the date of travel.
If you claim for incidents which occur on or after 21st November 2021, where an excess applies, it’ll increase from £75 per claim per incident to £75 per adult per incident.
There will be changes to the medical screening process. If your health, or the health of anyone covered by the policy, changes before you book a trip, you need to let Allianz Assistance know. They may ask you to pay a premium or could refuse cover for those medical conditions. This will also apply to any new upgrade for medical conditions that you purchase from the new insurer on or after 21st November 2021.
If you purchase an upgrade with AXA for risks which are not covered under the policy as standard before 21 November 2021, your upgrade will continue to be underwritten by AXA until the expiry date stated in your upgrade schedule and will not be cancelled. All claims will be managed by Allianz Assistance for incident dates on or after 21 November 2021. You will receive confirmation letters separately from AXA and Allianz Assistance which include guidance on who to contact, you do not need to take any action.
From 21st November 2021 there won’t be cover if you’re abroad and you are instructed to return home or choose to leave early to avoid having to quarantine when you get home because of an epidemic or pandemic. Instead, you should seek reimbursement from the travel provider or any other alternative source, such as your credit card issuer.
Cover for emergency medical expenses and cancellation will still be in place for anyone booked to travel and covered under the policy, if any one of them or a travelling companion is asked to quarantine on an individual basis.
There will be additional cancellation cover for you or anyone you are travelling with who is covered under the policy, if you’ve booked to travel and either the carrier or a Government authority will not let you travel, because at the point of boarding, you are showing symptoms of a contagious disease.
You’ll have access to a remote UK GP telephone and video consultation service if you want medical advice when you’re overseas.
There will also be some changes to cover levels, for example for Ski and Golf cover.
Winter Sports cover is being improved and some of the limits you can claim for will increase. If you’ve already paid for upgraded Winter Sports cover with AXA which expires on or after 21 November 2021, this will now be covered as standard. We’ll make a goodwill payment to cover the cost of the upgrade, directly into your account by the end of December 2021.
Card Loss Assistance will no longer be a service provided with the account. Once the Card Loss Assistance benefit ends, the data will be destroyed within a reasonable period of time and in line with our policy requirements.
There will be some changes to the AA Breakdown cover and there will also be a change to the Mobile Phone Insurance benefit that comes with this account. If you have a Premier account there are also some changes to the Home Emergency cover. For details of the changes, please refer to the Guide to Changes document.
If you have a Premier, Private Banking Account Premier or Mayfair High Interest Cheque Account, Identity Monitor will no longer be a service provided with the account. Once the Identity Monitor benefit ends, the relevant data will be destroyed within a reasonable period of time and in line with data privacy requirements.
The new travel insurance will be provided by AWP Assistance UK Ltd (Allianz Assistance) and is underwritten by AWP P&C SA.
Allianz Assistance is part of the Allianz Group, one of the world’s largest insurers and leading financial services companies. They specialise in assistance, international health & life, automotive and travel insurance. Their global family is present in 76 countries handling over 44 million cases a year, protecting and caring for their customers and employees on all continents, 24/7.
You’ll still be able to log or manage any claims for any incidents that happened before the 21st November 2021 online through your internet banking.
No, there will be no change to your monthly maintaining the account fee as part of these changes.
You can downgrade your account to a non-packaged account at any time. This can be done through your internet banking; by going into a branch or through telephone banking.
I’m sorry you’ve received this information, at the time we sent the letter our records showed you still held a packaged bank account. If you have recently closed or converted your packaged bank account to an account that does not have a monthly maintaining the account fee and insurance benefits, you do not need to take any action as these changes will not affect you.
The insurance benefits associated with the packaged bank account you previously had are removed immediately when you closed or converted your account.
These changes may mean your account no longer meets your needs. You can choose to move to another account without a monthly maintaining the account fee.
You can find a full range of current accounts that we offer here. Alternatively, you can review and move accounts through your internet banking or mobile banking app.
If we don’t hear from you before 21 November 2021, we’ll take it to mean you accept the changes.
The changes will impact you. The Guides to Changes sets out in detail all of the changes that will be made to the travel insurance benefit and you should read this document carefully.
Look at some of the frequently asked questions on this page, as they may help you understand some of the changes and may answer some of your questions.
For any questions relating to your new Allianz Assistance cover from 21st November 2021, visit the Allianz Assistance Hub which can be access through internet banking or contact Membership services
For questions relating to your existing cover up to 21st November 2021, contact AXA via the Membership Services number in your terms and conditions.
Travel Insurance claims
You will not be able to claim against your travel policy if you’re able to claim elsewhere. You can’t claim against the policy if the costs are recoverable from accommodation providers, booking or travel agents, travel compensations schemes such as ATOL or ABTA or your credit / debit card provider and PayPal. Please check these first before contacting the insurer.
If you need to make claim for an incident that happened before 21st November 2021, you make these claims in the same way as today. You should contact AXA Insurance UK plc through either the membership services telephone number or by making a claim online via their portal.
If you need to make a claim for incident that happened on or after 21st November 2021 will need to contact Allianz Assistance. You will be able to contact them through the membership services telephone number, or if you’re registered for mobile or Internet or online banking, you can make a claim online using Allianz Assistance Hub.
If you're abroad and need medical assistance, you can call Allianz Assistance on +44 (0)208 239 4010.
If, while you are overseas, you have a medical issue that you would like to speak to a qualified GP about, you can book an appointment through HealthHero Solutions Ltd by using the Allianz Assistance Hub, to receive GP advice by telephone or video. The telephone service is available 24 hours a day, seven days a week. The video service is available daily between 8am and 10pm (UK time), except for Christmas Day.
Any claims for incidents occurring before 21st November 2021 will continue to be managed by AXA Insurance UK plc until their conclusion.
Changes to Travel Insurance cover limits from 21st November 2021
The maximum single trip duration of 45 consecutive days will reduce to 31 consecutive days. It’s important to remember this if you book a trip before the change date.
If you’ve already booked or intend to book a trip lasting more than 31 consecutive days that begins on or after 21st November 2021 and haven't already purchased a trip extension upgrade, you will need to contact Allianz Assistance to extend your cover, an additional premium will be payable.
If your trip starts before 21st November 2021, for this trip only, you will continue to be covered for up to 45 consecutive days from the date of travel.
- You’ve booked a trip abroad in October 2021 that will last 40 days, and you are due to travel on 1st December 2021. Because the maximum single trip duration will be reducing to 31 consecutive days, you’ll need to contact Allianz Assistance to extend your cover, an additional premium will be payable.
- if you’ve booked a trip abroad in October 2021 that will last 40 days, and you are due to travel on the 1st November 2021. As this trip starts before the change date you will continue to be covered for 45 days under the Allianz Assistance policy.
If you have a Premier, Private Banking Account Premier or Mayfair High Interest Cheque Account, your policy will continue to cover trips of up to 62 days and this will not change.
There will be a new portal called the ‘Allianz Assistance Hub’. You will be able to access this through your internet banking or the mobile banking app from 21st November 2021. If you prefer, you will still be able to call Allianz Assistance on +44 (0)208 239 4010.
The ‘Allianz Assistance Hub’ will allow you to log a claim, check your cover or purchase some upgrades e.g. trip extension. You’ll also be able to receive an automated payment if your flight delay qualifies and you have pre-registered your details.
In addition, there will be a new service to provide a video telephone appointment with a UK GP whilst you are overseas, subject to terms and conditions.
For a full list of changes, please visit the Guide to Changes (PDF, 833 KB).
Please remember, all upgrades and medical endorsements are sold and administered by Allianz Assistance.
There are some changes that will impact the travel insurance policy and cover provided in the event of an epidemic or pandemic e.g. COVID-19.
The following cover will be removed from 21st November 2021:
- There won’t be cover if you’re abroad and you are instructed to return home or choose to leave early to avoid having to quarantine when you get home due to an epidemic or pandemic declared by the World Health Organization or an official government authority like the Foreign, Commonwealth and Development Office. The instruction to return home could be from the UK Government or from the government of the country you’re visiting.
The following cover will be added from 21st November 2021:
- There will be additional cancellation cover if you or anyone you are travelling with, have booked to travel and either the carrier or a Government authority will not let you travel, because at the point of boarding, you or they are showing symptoms of a contagious disease.
The following are examples of cover that will remain in place from 21st November 2021 (same cover as today):
- Cover for emergency medical expenses and cancellation will still be in place for anyone booked to travel and covered under the policy, if any one of them or a travelling companion is asked to quarantine on an individual basis.
- There will be additional cancellation cover for you or anyone you are travelling with who is covered under the policy, if you’ve booked to travel and either the carrier or a Government authority will not let you travel, because at the point of boarding, you are showing symptoms of a contagious disease.
Below are examples of when cover for a pandemic or epidemic is and isn’t available from 21st November 2021:
- You’ve booked a trip and are due to travel on the 1 December 2021. Two days before your trip starts you are contacted by NHS Test and Trace / NHS Test and Protect (Scotland) and you need to self-isolate. Because of this you have to cancel your trip. You can raise a claim with Allianz Assistance under Cancellation – Section 1 of the policy.
No cover available:
- You’ve booked a trip abroad and are due to travel on the 1 December 2021. At the time you booked there were no restrictions on travelling to your destination. Two days before your trip starts the Foreign, Commonwealth and Development Office change their travel advice to that destination due to an epidemic or pandemic and advise against all but essential travel. Because of this you have to cancel your trip. You will not be covered by your Allianz Assistance travel insurance for any cancellation costs, but should instead seek reimbursement from the travel provider or any other alternative source, such as your credit card issuer.
It’s important you read the travel insurance terms and conditions to ensure the policy continues to meet your needs.
If you’ve been affected by COVID-19, we have a dedicated page of frequently asked questions. This page includes information if your trip is disrupted, which may be able to help resolve any questions you may have.
Medical conditions that you and anyone to be covered have, or have had, if they are not all on the ‘No Screen Conditions’ list must be declared to the new insurer:
- prior to booking a trip
- when renewing your medical screening declaration on your health check date; or
- when there are changes in your health, or prescribed medication between making your declaration and booking a trip
Following any medical screening with the new insurer, cover for medical conditions may be subject to you paying an additional premium or you may be refused cover for the medical condition(s). This will be confirmed when you contact the new insurer.
This additional cover purchased is known as a medical endorsement.
If you’ve been offered cover with a high premium, been refused, or have had cover cancelled due to medical conditions, you might want to visit the Money and Pensions Service (MaPS) directory which lists firms offering travel insurance for people with medical conditions. Think about what might suit your needs best and who you need specialist cover for. For more information access this directory here or phone MaPS on 0800 138 7777 (Mon-Fri 8am to 6pm). If this is relevant to you, please consider whether the travel insurance that comes with this account is the right one for you.
Upgrades and medical screenings are sold, underwritten and administered directly with the insurers.
The existing exclusion in the cancellation and curtailment section regarding undiagnosed medical conditions has been widened. You will not be covered for any claims if you have to cancel or cut your holiday short because of a disease, illness or injury that you are aware of, which is not diagnosed and has not been declared to the insurer.
For example, you are worried about an illness before you book a trip and have informed a doctor as you have experienced some symptoms. You have not yet had a diagnosis, and you were not told by your doctor that you couldn’t travel. You go on holiday to Spain the next day and you fall ill because of your health condition and need to attend hospital, and you need to return home early. You will not be covered under the new policy for any irrecoverable unused travel or accommodation costs, as you did not declare your “undiagnosed condition” to the new insurer, as per the terms and conditions described in the “Health declaration and health exclusions” section of the policy.
You do not need to take any action. Any upgrades purchased before 21 November 2021 directly from AXA Insurance UK plc will continue until the expiry date in your upgrade schedule and will not be cancelled. All claims will be managed by Allianz Assistance for incident dates on or after 21 November 2021. You will receive confirmation letters separately from both AXA and Allianz Assistance, please read these letters carefully, which include guidance on who to contact.
At your next renewal you will be subject to the terms and conditions of the new insurer. For medical upgrades with the new insurer you will need to declare any changes in health before booking a trip and upgraded cover for the changes to the medical conditions may be subject to an additional premium or cover may be refused. This will be confirmed when you contact the new insurer.
If you have a single trip medical upgrade purchased through AXA Insurance UK plc you will still have this cover until the expiry date in your upgrade schedule. You will not be able to take out any new single trip medical cover with the new insurer as they do not offer this service.
Upgrades and medical screenings are sold, underwritten and administered directly with the insurers.
There will be an ongoing requirement to tell the insurer about all medical conditions that you and anyone to be covered have, or have had, if they are not all on the ‘No Screen Conditions’ list. They must be declared:
- When opening your account
- When renewing any medical conditions upgrades you have
- If there are any changes in your health or to the health of anyone to be covered by the policy before booking a trip.
For any medical screening, cover for medical conditions may be subject to an additional premium or you may be refused cover for the medical condition(s). This will be confirmed when you contact the insurer.
Upgrades and medical screening endorsements are sold, underwritten and administered directly with the insurers.
No, the cover provided by these services is exactly the same. Please note that not all accounts come with all of these services. Please check the terms and conditions for your account.
All card and document data held will be securely deleted within a reasonable time period after the 21st November 2021 when the service ends.
No, this service is ending on the 21st November. Please your contact card providers to cancel cards and request replacements.
You should contact your Card Provider directly for an update on the whereabouts of the replacement card.
You can check the data held by clicking through to the membership benefits hub in your internet banking, where there is a link to the Card Loss Assistance Microsite. Once logged in, you can review your cards and documents by clicking on the relevant tabs. You can access the site between now and 20th November 2021 to do this.
In first instance, you can log into the Card Loss Assistance microsite to download a copy of your cards and document details. Alternatively, you can contact Card Loss Assistance on your membership phone line to request a copy of your details. If you wish to do this, you must do it before the service is removed on 21st November 2021.
Please contact your card or document providers to advise them of your loss and request replacement cards.
You will be able to access your Experian Credit Report through the Identity Monitor benefit until 21st November 2021. If you receive postal copies of your Credit Report, you can contact Experian and request an updated copy until this date. If you do wish to continue receiving your Experian Credit Report after 21st November 2021 you can find out more about the products Experian offer directly here.
If you have chosen to receive your quarterly statements in the post and you were due to receive one prior to 21st November 2021 then Experian will still send this to you. If you view quarterly statements online then you’ll still be able to access them by logging in to your Identity Monitor account until 21st November 2021.
If Experian are currently investigating a case of fraud for you, they will continue to support you until the case is resolved. Experian will continue to contact you directly and you may have also been assigned a dedicated fraud caseworker who you will still be able to contact for support. Although you will no longer have access to the Identity Monitor enhanced victim of fraud service from 21st November, if you do believe you have been a victim of fraud you can contact Experian for help to resolve it, you can find more information here.
Yes, any queries or complaints that Experian are currently investigating for you will continue until resolved. Experian will continue to contact you directly.
To download, email, or print your Experian Credit Reports – simply follow the steps below:
- From the Identity Monitor home page, click to the 'Previous credit reports' link on the right-hand side.
- Click on the ‘List view’ tab to display your full report history.
- Locate and click the link for the Credit Report you wish to save.
- When the Credit Report has loaded, click the ‘Print or save’ link to open a printable version of your Credit Report that you can print or download.
- Right click (or Ctrl + Click for Mac users) anywhere on the page and choose 'Save as...' from the menu.
- Give the file a suitable filename and choose where to save it on your computer, and then click 'Save'.
No. Your score will not be impacted by the removal of the Identity Monitor benefit from your packaged bank account, if you would like to continue to monitor your Experian score you can review the products Experian offer directly here.
Yes. If you added a Notice of Correction or password to your Experian Credit Report, this will remain in place until either, you contact Experian asking for the Notice of Correction and / or password to be removed, or until the information that you have added a notice to is removed from your Experian Credit Report.
You can still register to use the service up until the 21st November 2021. Experian will need to verify your identity in order to grant access to your Credit Report and score, although this can often happen instantly, they may also need to manually check your application which can take up to 48 hours. From the 21st November you will no longer be able to register or receive any benefits relating to Identity Monitor.
Alerts will stop being sent to you from the 21st November 2021, you will continue to receive alerts and you will still be able to log in and view new and existing alerts until that date. If you would like to continue monitoring your Experian Credit Report, you can find out more about the products that Experian offer directly here.
The insurer is making it clearer that replacement mobile phones are not on a new for old basis. You will receive a refurbished device which has been through a comprehensive checking process to ensure it’s in full working order. All mobile phones will come with a 1-year warranty from the insurer.
No, the supplier has just wanted to make it clearer what is deemed as a home emergency and now explains that it has always included situations that could expose you and/or your family to a risk to health.