Imagine how inconvenient it would be if you lost your wallet or purse? By covering yourself with Card Care, we can save you the hassle.
If your cards are lost or stolen, call us 24 hours a day, 7 days a week and we’ll cancel and replace your missing credit, debit and store cards. One call does it all - and here’s what else you get:
The cost for cover is just £18 for 1 year or £42 for 3 years cover.
* Subject to status and to the terms and conditions of the policy. All emergency advances are to be repaid in full after one calendar month (subject to status and having no other source of cash). This must be read with the Terms and Conditions Initial Disclosure Document and Demands and Needs.
We set out below the extent and terms of your insurance cover, subject to the conditions and exclusions shown. We want you to be satisfied with, and to understand your policy. Please be sure to read this policy, so that you know exactly what is and what is not covered.
Your policy covers the cardholders detailed in your schedule. It is particularly important that you and any cardholders covered under your policy read your schedule as well as these terms and conditions. We provide a national rate help line facility, which is available to all card holders. If urgent assistance is required, please call the number shown on your schedule.
The Insurance Contract
This policy document sets out the cover that the insurer will provide as long as you have paid for your policy. Your policy is made up of two parts, the policy document and the schedule, which make one document and must be read together. The contract is based on information you gave us when you applied for this insurance and information subsequently provided by you and / or a cardholder to us.
Your Schedule
Your schedule is set out on your welcome letter. It shows important details including your home address, policy period and your policy type.
The Policy Wording
The policy document tells you what is and what is not covered, how to make a claim and provides other important information. This policy is subject to change from time to time. Any change will be notified to you in writing or by email at least 28 days in advance.
Our part of the contract is that we, on behalf of the insurer, will arrange the cover set out in this policy document and on your schedule. Your part of the contract is that you will pay for your policy for each policy period, and that you will comply with all of the conditions set out in this policy. If you do not meet your part of the contract we may refuse to pay a claim and / or cancel your cover.
Your Card Care service is provided by St Andrew’s Membership Services Ltd. We act as agents for the insurer, St Andrew’s Insurance plc. We have arranged with the insurer that, instead of receiving commission, we will collect our fees for providing services to you and take them direct from your payment. This means that you have a contract with both us and the insurer. These arrangements do not affect the amount you pay for cover or the service that you will receive.
Words with Special Meanings
1. Advance means an interest free payment made by us to a cardholder, when the cardholder has no other means of paying for services or obtaining cash due to an incident. This service is available to cardholders only when requested at the time of reporting an incident and will be made via Western Union only.
2. Communication costs: means the cost of communications that a cardholder has to pay to contact us, the police, a relevant assistance company and / or their card issuer in order to cancel cards or obtain appropriate assistance due to an incident.
3. Card(s): means a cardholder’s financial card(s), including credit, charge, cash, cheque, debit and / or store card(s).
4. Cardholder(s): means the policyholder, and in the case of a household policy up to 9 other persons who reside at and whose cards are registered to the policyholder’s permanent home address.
5. Emergency card: is a temporary replacement card that a cardholder obtains whilst away from the cardholder’s permanent country of residence as a result of an incident.
6. Emergency card fees: are those fees payable by a cardholder to the cardholder’s card issuer in order to obtain an emergency card whilst away from the cardholder’s permanent country of residence.
7. Emergency travel documents: means a passport that a cardholder must replace whilst outside the cardholders permanent country of residence as a result of an incident.
8. Fee: is the difference between the premium and the total you must pay.
9. Incident: means an event or series of connected events, which results in the loss or theft of a cardholder’s card(s) so that the cardholder is unable to use or control the use of those card(s).
10. Insurer: means St Andrew’s Insurance plc, whose registered office is St Andrew’s House, Portsmouth Road, Esher, KT10 9SA or such other insurance company as we may appoint as underwriter of your policy.
11. Permanent country of residence: means the home address which appears on your schedule or as otherwise advised in writing to us by you during the policy period and prior to any claim. In the case of the U.K., your permanent country of residence includes the whole of the U.K.
12. Personal effects: means the bag, purse, wallet or card carrier in which a cardholder kept their card(s) at the time of an incident.
13. Personal money: means cash currency and bank notes belonging to a cardholder and solely for their personal use.
14. Policy: means your policy schedule and these terms and conditions specifying the cover, as amended from time to time.
15. Policy period: means the period to which the insurance applies. This is shown on your schedule and also includes any further period that you pay for or agree to pay for and for which we agree to accept your renewal.
16. Policyholder / you / your: means the private individual named as policyholder on your schedule.
17. Premium: 40p a year or any other amount that we agree with you from time to time.
18. We / us / our means St Andrew’s Membership Services Ltd, acting as agent for St Andrew’s Insurance plc.
Policy Conditions
These are the conditions of the insurance you need to meet as part of this contract.
1. You must be a resident of the United Kingdom.
2. Taking care – cardholders must take all possible care to safeguard against anything which may result in a claim under this policy.
3. Cardholders must comply with all instructions and conditions of issue as stated by their card issuing company. Any personal identification number(s) (PIN) must not be kept with the card, disclosed, or made known to anyone other than an authorised user.
4. Cardholders on a household policy agree that we can release their information to, and take instructions from, any other cardholder listed on the policy.
5. Cancelling your policy – you may cancel your policy by giving notice in writing to the address, or by telephoning the number, shown on your schedule. You have a statutory right to cancel your cover within 14 days of receiving your policy, however, under the terms and conditions of your policy we will allow you to cancel your cover within 30 days of receiving your policy. If this cancellation occurs within 30 days of the commencement of the policy period you may be entitled to a refund of the amount you have paid, provided that you / a cardholder have not used your policy and no claim has been made during the current policy period. On expiry of the 30 days you will not be entitled to a refund.
6. Any loss as a result of natural disasters, terrorist action, war, invasion, act of foreign enemy, hostilities (whether or not war has been declared), civil war, rebellion, military or usurped power, riot or civil commotion or revolution or similar event, or where a cardholder has deliberately put themselves in danger, is specifically excluded.
7. Making a claim – if any item covered by this policy is lost or stolen, the cardholder must make a report to us within 24 hours of discovery. The cardholder must also obtain a report from the Police (including a full Police reference number, the address and telephone number of the Police station) confirming the loss and follow the ‘How to make a claim’ section below. Claims should be submitted as soon as possible and must be submitted within 60 days of the incident. The cardholder must provide us with all of the information that we consider relevant in order to assess any claim.
8. Other insurance – if a cardholder claims under this policy for something that is covered by another insurance policy, the cardholder must provide us with full details of the other insurance policy. We will only pay our legal share of any claim.
9. Personal money – any claim for the personal money must be supported by reasonable evidence confirming that the cardholder had the amount claimed in their possession immediately before the loss.
10. Fraud – if a cardholder makes a dishonest claim under this policy, all rights to the benefits under this policy will be lost.
11. Communication costs – claims for communication costs must be supported by reasonable evidence of the costs incurred.
12. Advance – an advance will only be made when a cardholder has no other means of paying for services or obtaining cash following an incident. The advance is made on the basis that the cardholder agrees to repay the advance to us within one calendar month. We may refuse to provide an advance if we have reason to believe that the cardholder will not be able to repay the advance within one calendar month. All advances remain interest free. Should repayment of the advance be made after one calendar month the cardholder will, if we ask, pay any charges or expenses incurred by us or the Insurer in providing the advance from the day the amount was advanced until repayment in full including any charges paid to Western Union. If a cardholder does not repay an advance in full, you are liable for repayment. It is a condition of this Policy that any cover for cardholders will be suspended until any advances are repaid in full and in the event that they are not repaid in full by consent of St Andrew’s then all cover under your Policy will be invalidated and void.
13. Policy renewal - We will renew the policy on the renewal date unless you contact us before that date to advise that you do not wish to renew the policy.
14. Emergency cards - when at least one of the cardholder’s cards is lost or stolen whilst travelling outside the cardholder’s permanent country of residence as a result of an incident the cardholder may claim for up to one card replacement per cardholder. We must be notified prior to any action being taken to obtain an emergency card. We will only reimburse emergency card fees if there has been no advance as a result of the incident.
15. Emergency travel documents – when at least one of the cardholder’s cards is lost or stolen whilst travelling outside the cardholder’s permanent country of residence as a result of an incident the cardholder may claim for the cost of one emergency travel document per cardholder. We must be notified prior to any action being taken to obtain emergency travel documents.
The cover
This part of the policy sets out the cover we will provide.
What is covered | The cover | What is not covered |
Card fraud pre-notification - following a cardholder’s discovery of an incident, a loss for which the cardholder is legally responsible due to the fraudulent use of their cards | Up to £2,500 for a single policy and up to £5,000 for a household policy per incident for losses that occur before the cardholder reports the incident to us and/or their card issuer. | A cardholder using a card not in accordance with a card issuers terms and conditions. Any loss where the cardholder has kept the personal identification number (PIN) with the card or disclosed or made it known to anyone other than an authorised user. |
| Card fraud post-notification -following a cardholder’s discovery of an incident, a loss for which the cardholder is legally responsible due to the fraudulent use of their cards | Up to £75,000 for a single policy and up to £150,000 for a household policy per incident for losses that occur after the cardholder reports the incident to us and / or their card issuer. | A cardholder using a card not in accordance with a card issuers terms and conditions. Any loss where the cardholder has kept the personal identification number (PIN) with the card or disclosed or made it known to anyone other than an authorised user. |
| Personal money lost or stolen as a result of an incident | Up to £100 per incident for a single policy and up to £200 per incident for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. A loss or theft that you do not report to us within 24 hours of discovery. A loss or theft that you do not report to the police and obtain a crime reference number. |
| Communication costs that a cardholder must pay in order to notify us, a card issuer or the Police of an incident. | Up to £100 per incident for a single policy and up to £200 per incident for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. Communication costs incurred for any reason after a succesful loss report has been made. |
| Communication costs that a cardholder must pay in order to locate and retrieve lost luggage that has been marked with a luggage tag. | Up to £100 per event for a single policy and up to £200 per event for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. Any travel costs a cardholder pays in order to retrieve the lost luggage. |
| Communication costs that a cardholder must pay in order to obtain emergency travel documents lost or stolen whilst outside their permanent country of residence as a result of an incident. | Up to £100 per incident for a single policy and up to £200 per incident for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. |
| Communication costs that a cardholder must pay in order to obtain emergency medical assistance whilst outside their permanent country of residence as a resul of an incident. | Up to £100 per incident for a single policy and up to £200 per incident for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. Any travel costs a cardholder has to pay. |
| Communication costs that a cardholder must pay in order to locate and retrieve lost keys that have been marked with a Card Care key tag. | Up to £100 per incident for a single policy and up to £200 per incident for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. Any travel costs a cardholder pays in order to retrieve lost keys. |
| The costs that a cardholder must pay in order to replace personal effects lost or stolen as a result of an incident. | Up to £50 per incident for a single policy and up to £100 per incident for a household policy. | More than a total of £50 for a single policy and £100 for a household policy in any 12 month period. |
| CIFAS Protective Registration in the event a cardholder losses their passport outside the UK or driving licence as a result of an incident. | One Protective Registration per cardholder per year. | More than one protective Registration per cardholder per year |
| The costs of emergency travel documents that a cardholder must obtain in order to replace travel documents lost or stolen outside a cardholders permanent country of residence as a result of an incident. | Up to £100 per incident for a single policy and up to £200 per incident for a household policy | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. Any legal or travel costs the cardholder has to pay in order to obtain emergency travel documents. Any travel documents replaced not as an emergency, for example, document replaced whilst a cardholder is in their permanent country of residence |
| Emergency card fees incurred by a cardholder in order to replace one card lost or stolen whilst outside their permanent country of residence as a result of an incident. | Up to £100 per incident for a single policy and up to £200 per incident for a household policy. | More than a total of £100 for a single policy and £200 for a household policy in any 12 month period. The cost of obtaining more than one emergency card per cardholder for any one incident. Any costs incurred where a cardholder has obtained an emergency advance for the same incident. |
| An emergency cash advance to a cardholder who has no other means of paying for services or obtaining cash following an incident. | Up to £2,500 per single policy and up to £5,000 per household policy for any one incident. | Any costs relating to travelling companions who are not cardholders. More than one advance per incident. A cash advance in the UK where you are stranded within 40 miles of the address registered with us. |
| An emergency advance to a cardholder who is outside their permanent country of residence to meet hotel or other third part accommodation charges that the cardholder is unable to pay as a result of an incident. | Up to £2,500 per single policy and up to £5,000 per household policy for any one incident. | Any costs relating to travelling companions who are not cardholders. More than one advance per incident. |
| An emergency cash advance to a cardholder who is outside their permanent country of residence to replace flight or other travel tickets lost or stolen as a result of an incident. | Up to £2,500 per single policy and up to £5,000 per household policy for any one incident. | Any costs relating to travelling companions who are not cardholders. More than one advance per event |
| An emergency cash advance to a cardholder who is outside their permanent country of residence and has no other means of paying for services or obtaining cash following then loss or use of a card due to the application of an issuers fraud detection process. | Up to £2,500 per single policy and up to £5,000 per household policy for any one incident. | An advance made other than via Western Union. More than one advance per incident. An advance where a card is blocked other than as a result of suspected fraud on the card. |
| An assistance service to help cardholders retrieve lost or stolen keys, mobile phones or luggage. | Liaison between the finder and the cardholder in order help the cardholder retrieve the items, or postage costs for the finder to return the item to us to forward to the cardholder. | Any postage costs that have not been agreed with us before they are incurred. Any costs unless the items have been tagged or marked with Card Care identification tag. |
| An emergency messaging service for cardholders who are outside their permanent country of residence. | We will use our best endeavours to relay a cardholders message to a third party. | More than two emergency messages in any 24 hour period. More than three separate unsuccessful attempts to deliver a message. |
| The cost a replacement driving licence that is lost or stolen furing an incident. | Up to £50 per cardholder in any 12 month period. | More than £50 per cardholder in any 12 month period. |
Using Your Policy
How to Make a Claim
1. Check your schedule and policy wording to ensure that the loss is covered by your policy.
2. If any item covered by this policy is lost or stolen, you must report the loss to us within 24 hours of discovery. You must also obtain a report from the Police (including a full Police Reference number, the address and telephone number of the Police station) confirming the loss.
3. Read the ‘Making a claim’ section (item 7 under ‘Policy Conditions’ above) and follow the instructions given.
4. Contact us within 60 days of the incident by telephone using the number shown on your policy schedule, quoting your policy number and telling us what has happened. Telephone calls may be recorded to assist with training and for quality control purposes.
5. We will provide you with a claim form to complete. Please return it, together with a Police report and other appropriate documentation that we may request to support your claim.
6. You must send your completed claim form within 60 days of the incident to the Customer Services Manager, St Andrew’s Membership Services Limited, PO Box 389, Esher KT10 9UY
7. We will acknowledge receipt of your claim form within 5 working days. We will then carry out our normal investigations, and will pay all amounts due within 14 working days of receipt of your completed claim form and all necessary supporting documentation.
8. In the event of fraud on a cardholder’s card the cardholder should take the following additional steps:
(a) Identify the suspected fraudulent charges on their card statement.
(b) Send the statement to the Fraud Department of the relevant card issuer requesting that the suspected fraudulent charges be removed from the account.
Should the card issuer be unable to remove the suspected fraudulent charges, the cardholder should obtain a letter from them confirming the date(s), time(s) and amount(s) of the suspected fraudulent charges and an explanation of why they cannot remove the charges. Attach the letter to the police report obtained at the time of the incident, along with any other evidence that can be supplied, and send it with a completed claim form by registered post to us at the address shown on your schedule.
Customer Care – We set high standards and seek to provide levels of service that we believe you have the right to expect. However, things can go wrong and if they do we want you to tell us about them. Please write in the first instance to the Customer Services Manager at St Andrew’s Membership Services Ltd, PO Box 389, Esher KT10 9UY. If this does not resolve the matter to your satisfaction you can take the matter up with the Customer Liaison Manager at St Andrew’s Insurance plc, St Andrew’s House, Portsmouth Road, Esher KT10 9SA.
If you are still dissatisfied, you have the right to refer to the Financial Ombudsman Service (FOS), which is authorised to consider most complaints and will undertake an independent review of your complaint. The Ombudsman can be contacted at Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone number 0845 0 801 800, or the Ombudsman website www.financial-ombudsman.org.uk.
DATA PROTECTION – YOUR INFORMATION
1. We will use your information for the following purposes:
insurance, underwriting and claims handling;administration and customer services;statistical analysis, research and marketing;credit scoring and investigation or prevention of fraud.
2. We will disclose your information to our service providers, agents, business partners and regulatory bodies for these purposes.
3. To help us make credit decisions about you for the purpose of an advance we may search the files of credit reference agencies who will record any credit searches on your file.
4. We may contact you by mail, telephone, fax, email or other reasonable method to let you know about any products or services which may be of interest to you. If you do not want your details to be used for marketing please write to: St Andrew’s Membership Services Ltd, PO Box 389, Esher KT10 9UY.
5. By accepting Card Care you consent to our processing your personal data for the purposes set out in paragraphs 1,2,3 and 4 above. You also consent to the transfer of your information worldwide where necessary for the above purposes. Some countries do not provide the same level of data protection as the UK. However, we will place our own adequacy requirements to safeguard your information.
6. You have a right to ask for a copy of your information (for which we charge a small fee) and to correct any inaccuracies. To make sure we follow your instructions correctly and to improve our service to you through training our staff we may monitor or record communications.
7. When you give information about another person you confirm that they have appointed you to act for them, to consent to the processing of their personal data and to receive on their behalf any data protection notices.
Other Important Information
This insurance is underwritten by St Andrew’s Insurance plc (Registered in England No. (3104671) (The Insurer), whose head office and registered office is at St Andrew’s House, Portsmouth Road, Esher, Surrey, KT10 9SA. The main business of the insurer is the underwriting general insurance policies, claims administration and claims settlement.
St Andrew’s Insurance plc is authorised and regulated by the Financial Services Authority (‘FSA’). You can check this on the FSA register by visiting the FSA website www.fsa.gov.uk/register or by telephoning the FSA on 0845 606 1234
You incur no additional costs by arranging your insurance by this method.
English law will apply to the negotiations that take place prior to the conclusion of your insurance contract.
The terms and conditions of your policy and the information provided in this document will be provided in English. During the term of your policy we will communicate using the English language.
The Financial Services Authority (FSA)
The FSA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you.
Whose products do we offer?
We only offer products from:-
St Andrew’s Insurance plc for Card Care; and Halifax Insurance Ireland Limited and Halifax Assurance Ireland Limited for Credit Card Repayments Cover.
Which Service will we provide you with?
You will not receive advice or recommendation from us for Credit Card Repayments Cover or Card Care. 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.
What will you have to pay us for our services?
We will not charge any fees for advising and arranging this insurance.
Who regulates us?
Bank of Scotland plc, The Mound, Edinburgh, EH1 1YZ is authorised and regulated by the Financial Services Authority. Bank of Scotland plc's FSA registered number is 169628.
Bank of Scotland plc’s permitted business is arranging and selling general insurance and pure protection contracts.
You can check this on the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.
Ownership
Bank of Scotland plc, St Andrew’s Insurance plc, Halifax Insurance Ireland Limited and Halifax Assurance Ireland Limited are connected companies as all are HBOS plc group companies.
What to do if you have a complaint
If you wish to register a complaint, please contact us:
Call Customer Services on 0845 604 7000
Write to us:
Customer Services
Pitreavie Business Park
Dunfermline
KY99 4BS
We will then arrange for the right person to look into and respond to your concerns.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service, whose address is: South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone 0845 080 1800.
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.
Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit.
Further information about compensation scheme arrangements is available from the FSCS.
Please review the information provided to enable you to decide whether this insurance meets your Demands and Needs.
If any information provided to us by you or anyone acting on your behalf is inaccurate or if you fail to disclose any information, which might reasonably affect our decision to provide insurance to you, your right to any benefit under this policy may be affected.
If you need to talk to us about this information please call our customer helpline on 0870 8506850
Your Card Care Details
| Premium | £18 for a 1 year single policy |
| £42 for a 3 year single policy | |
| £23 for a 1 year household policy | |
| £49 for a 3 year household policy | |
| The premium includes Insurance Premium Tax at 5%. |
Need
You have advised that you have financial cards and have confirmed that you are a UK Resident. You require the reassurance that your financial cards are protected against fraud if they are lost or stolen.
Product Chosen
You have not received advice or a recommendation from us.
You have taken into account the cost of the insurance.
We would like to draw your attention to the exclusions and conditions that apply to this cover. You should read these carefully in line with your own circumstances to ensure that you fully understand the policy. Details of exclusions and conditions that apply to this cover can be found in your policy summary document.
This policy is designed to protect your cards against fraud if they are lost or stolen. If you have any further queries at this point please do not hesitate to contact us for further information. Contact details are included in the policy documentation.