CCRC Terms and Conditions

Our aim is to combine value for money with peace of mind to make insurance straightforward for you. This booklet, your policy schedule and any changes to them set out the details of your policy. Please read these documents and keep them in a safe place.

Your policy is underwritten by Halifax Insurance Ireland Limited and Halifax Assurance Ireland Limited.

We will provide you with disability, unemployment, carer and critical illness cover as long as you are aged 18 years or over and under 65 and in work.

We will provide you with hospital cover if you are permanently retired or as long as you are aged 65 years or over and (in either case) under 70.

We will provide you with life cover and life event cover as long as you are aged 18 years or over and under 70.

If you are not satisfied with your policy and want to cancel it, please contact us within 30 days of the start date. We will cancel your policy from the start date and refund any premium you have paid or been charged as long as you have not made a claim.

Your policy is renewed monthly. After the first 30 days you or we can cancel your policy by giving 30 days' notice to the other. We will pay any valid claim we receive before the end of the notice period.

We can change the terms of your policy (including the premium) by giving you 30 days' notice in writing. If you are not happy with the change, you may cancel your policy by giving us notice in writing at any time before the change takes effect.

Words in bold type are defined in Section 1.

Contents

1. Words with special meanings

(Certain words in the policy which have special meanings)

2. Eligibility

(The conditions you must satisfy to take out cover)

3. General Conditions

4. Life Cover

(What we will and will not pay)

5. Disability Cover

(What we will and will not pay)

6. Unemployment Cover

(What we will and will not pay)

7. Carer Cover

(What we will and will not pay)

8. Hospital Cover

(What we will and will not pay)

9. Critical Illness Cover

(What we will and will not pay)

10. Life Event Cover

(What we will and will not pay)

11. How to claim

12. Change of claim

(When you need to change from one benefit to another)

13. How does cover end?

(Termination and cancellation)

14. Customer care

(Complaints procedure and other legal requirements

you should know about)

15. Contact us

1. Words with special meanings

Wherever the following words appear in bold they will have the following meaning:

An agreement is your credit card agreement.

A back specialist is a doctor whose practice is limited to specialising in the treatment of conditions affecting the back or spine or musculoskeletal problems and who is an Orthopaedic Surgeon, Rheumatologist, Pain Clinic physician or Neurosurgeon.

You are a carer when:

• you are not in work because you need to care for a relative and for no other reason; and
• you are registered with the Department of Work and Pensions as a carer; and
• your relative needs care from you for at least 35 hours a week.

A chronic condition(s) is any medical condition or associated symptoms about which you knew or should reasonably have known at the start date, which have at least one of the following characteristics:

• It continues indefinitely;
• It is constant and controlled rather than cured;
• It has symptoms which re-occur and have required consultation, treatment or care on more than one occasion in the past;
• It requires long term monitoring or treatment, consultations, check-ups, examination or tests.

Civil partner has the meaning given in Section 1 of the Civil Partnership Act 2004.

A consultant is a medical specialist, who is a member of a Royal College (for example, the Royal College of Surgeons, the Royal College of Obstetricians or the Royal College of Psychiatrists) and is recognised by that Royal College as being a consultant.

A critical illness is any of the conditions described in Section 9B.

The daily benefit is one thirtieth of the monthly benefit.

A disability (disabled) is a sickness, disease, condition or injury which stops you from doing your job or any similar job. It must also stop you from doing any paid work which your experience, education or training reasonably qualifies you to do. If you are self-employed, a disability must stop you from helping to manage or carry out any part of the day-to-day running of the business.

A doctor is a registered medical practitioner, practising in the UK, other than you or any of your relatives.

The end date is the date that cover ends as set out in Section 11.

Highest balance is the highest amount you owe your lender under the agreement in the statement month immediately before the notification of your disability, unemployment or hospitalisation less any payments you have missed and any interest on them. It cannot be more than £25,000.

A hospital is a lawfully operated establishment in the UK (other than a convalescent, nursing or rest home, or convalescent, nursing or self-care or rest section or unit of a hospital) which has accommodation for resident patients with organised facilities for diagnosis and major surgery and which provides a 24 hours a day nursing service by registered nurses.

Hospitalisation happens when you are confined to a hospital on the recommendation of a doctor due to physical illness or injury.

A life event is described in section 10.

Life event benefit is 5% of the average highest balance in the 6 statement months immediately before the life event occurs but it cannot be more than £1,250.

Mechanical back pain is a pain produced by the distortion or dysfunction of the muscles, ligaments, or joints. Mechanical back pain does not include disc injuries, diseases of the bones, or pain referred to the back by diseases in other organs. Mechanical means the source of the pain may be in the spinal joints, vertebrae or soft tissues.

Monthly benefit is 10% of either the outstanding balance or the highest balance, whichever is the greater, but no less than £10 and no more than £2,500.

Notice (and notification) means:

• for unemployment, when notice is given to you either orally or in writing of your impending unemployment, by or on behalf of your employer or by a trade union official.
• for hospitalisation, when notice is given to you either orally or in writing of your impending hospitalisation, given either by or on behalf of a doctor or a hospital.
• for disability, when notice is given to you either orally or in writing by or on behalf of a doctor or hospital of any impending absence from work because of your current disability.

Your outstanding balance is your total indebtedness to your lender under the agreement at:

• the date of your death for a claim under life cover;
• the date of your diagnosis for a claim under critical ilness cover;
• the date of notice for a claim under disability, unemployment or hospital cover;
• the date you end work to become a carer for a claim under carer cover

less any payments you have missed and any interest on them, but it cannot be more than £25,000.

Your partner is your spouse or your civil partner, including any person (whether or not of the opposite sex) who has been living with you in a relationship having the characteristics of husband and wife for a period of at least 1 year.

The period of cover is the period between the start date and the end date.

Permanent means expected to last throughout your life, irrespective of when the policy ends or you retire.

You permanently retire when you have stopped working and you have no intention to return to work.

Your policy is your Credit Card Repayments Cover policy, which consists of these conditions and the policy schedule, plus any changes to them.

Your policy schedule is the information that we send you when your policy starts, setting out details of your cover.

A pre-existing condition is any condition, injury, illness, disease, sickness or related condition and/or associated symptoms, whether diagnosed or not, about which you:

• knew or should reasonably have known at the start date; or
• had seen or arranged to have seen a doctor during the 12 months prior to the start date.

The premium is the premium you pay to Halifax Assurance Ireland Limited for any life cover and critical illness cover under your policy and the premium you pay to Halifax Insurance Ireland Limited for disability cover, unemployment cover, carer cover, life event cover, and hospital cover under your policy which together are the amount stated on your monthly Credit Card statement.

A psychological illness is a condition affecting, or arising in, the mind, which is related to your mental and emotional state. This includes all forms of depression, anxiety and stress or stress related illness.

Your relative(s) is your partner, your parent or your child.

You are self-employed if you are:

• helping with, managing or carrying on business in the UK, paying class 2 National Insurance contributions and are liable to pay tax under Schedule D case, I, II, IV or V of the Income and Corporation Taxes Act 1988; or
• a partner in a partnership; or
• a person who exercises direct or indirect control over a company (not necessarily the majority shareholder or holder of the majority voting rights); or
• working for a company and in any way connected with a person who has control (as referred to above) over that company (for example, you are one of his or her family).

A specialist is a psychiatrist, psychologist or any mental health nursing team.

The start date is the date on which the cover under your policy starts which is stated as the start date on your policy schedule.

The UK is the United Kingdom, Channel Islands and the Isle of Man.

You are unemployed (in unemployment) when you are:

• out of work involuntarily; and
• not receiving pay in lieu of notice; and
• actively seeking work; and either
• in receipt of Job Seeker's Allowance (or its equivalent if this changes) within the UK at the start of your unemployment and throughout your claim, unless you are ineligible for Job Seeker's Allowance because you:
  • are a married woman and you have been entitled to make reduced National Insurance contributions in the past; or
  • are self-employed; or
  • are a single parent; or
  • have a partner who is currently in work; or
  • are receiving either Maternity Benefit Allowance or Statutory Maternity Pay; or
  • have savings or property that prevents you from receiving Job Seeker's Allowance;

  in which case you will need to provide documentation from the Employment Service (or its equivalent if it changes) to show that you are unable to obtain Job Seeker's Allowance for one of these reasons; or

• a woman who is in receipt of the State Pension and who has reached the State retirement age or a man who is in receipt of the State Pension who has reached the State retirement age.

For disability, unemployment, carer, life event cover and hospital cover we (us/our) are Halifax Insurance Ireland Limited. For life cover and critical illness cover we (us/our) are Halifax Assurance Ireland Limited.

You are working (in work) if you are in paid work under a contract of employment and paying class 1 UK National Insurance contributions, self employed by a company of which you are a Director and paying class 1 UK National Insurance Contributions or self-employed and paying class 2 or class 4 UK National Insurance contributions. If you are on holiday or statutory maternity leave, you are still working.

You (your) are the person named on the policy schedule as the policyholder.

2. Eligibility

To be covered under this policy, on the start date:

• you must be the principal cardholder under the agreement; and
• your payments under the agreement must be up-to-date and not in arrears; and
• you must be aged 18 or over but under 65; and
• you must be working; and
• you must be living in the UK, or a member of the armed forces or the Civil Service serving abroad.

3. General Conditions

You must pay your premium monthly in arrears.

You must continue to pay your premium while we are assessing and paying your claim.

We will not pay you any benefits under this policy unless you are living in the UK, or a member of the armed forces or the Civil Service serving abroad.

We will not pay any benefits under this policy if there is no outstanding balance.

All monthly benefits payable under this policy are paid in arrears.

If you or anyone acting on your behalf gives us any information which is wrong or if you do not tell us any information which might reasonably affect our decision to cover you, this may affect your right to any benefit under this policy.

You cannot transfer your rights or interest in this policy to any other person.

This policy will not have any surrender value at the end date or if it is cancelled.

The parties do not intend any term of this policy to be enforceable by a third party under the Contracts (Rights of Third Parties) Act 1999.

It is agreed that this policy is governed by English law.

It is agreed that any dispute will be settled in the English courts.

4. Life Cover

A. Life benefit

If you die during the period of cover, we will pay the outstanding balance.

B. Special Conditions

Life cover ends when you reach the age of 70.

C. Life cover exclusions

We will not pay any life benefit if your death results from:

• suicide or self-inflicted injuries within 12 months of the start date; or
• a pre-existing condition unless you have been symptom free and have not consulted a doctor or received treatment for the condition in the 24 months before your claim. If you had appointments to see a doctor within this 24 month period which you did not keep you will not be able to claim unless you had been formally discharged; or
• a chronic condition.

5. Disability Cover

A. Disability benefit

If you are in work and you become disabled during the period of cover for 15 days in a row we will pay you daily benefit for each consecutive day of your disability from the first day.

We will pay daily benefit until the earlier of the following:

• the end date; or
• the date when you are no longer disabled or fail to provide evidence that you are disabled; or
• the date when we have paid the equivalent of 12 consecutive monthly benefits; or
• the date when we have paid the equivalent of 3 consecutive monthly benefits for mechanical back pain or psychological illness.

B. Special conditions

Disability cover ends when you reach the age of 65 or permanently retire.

You can make more than one disability claim. However, you cannot make one claim after another until:

• 90 consecutive days have passed if your claim relates to the same disability; or
• 30 consecutive days have passed if your claim relates to a different disability.

If two periods of the same disability are separated by 90 days or less or two periods of different disability are separated by 30 days or less, we will treat this as one continuous claim but we will not pay you disability benefit for any time you were not disabled between these periods.

If you suffer from a back condition that is not mechanical back pain and you have been referred to and remain under the care of a back specialist daily benefit will be paid for each consecutive day of your disability.

Disability benefit for psychological illness will be limited to the equivalent of 3 consecutive monthly benefits unless you have been referred to an appropriate specialist and remain under the care of that specialist.

If you have received benefit under the carer cover section of this policy you will not be able to make a claim for disability cover unless you have returned to work and 12 months have passed since you became a carer.

C. Disability cover exclusions

We will not pay you disability benefit if your disability results from:

• a pre-existing condition unless you have been symptom free and have not consulted a doctor or received treatment for the condition in the 24 months before your claim. If you had appointments to see a doctor within this 24 month period which you did not keep you will not be able to claim unless you had been formally discharged; or
• a chronic condition; or
• alcohol or drugs not taken under the advice or supervision of a doctor (provided that such direction is not given due to your treatment for drug addiction or dependence); or
• medical operations or treatments which are not medically necessary, including cosmetic or beauty treatment; or
• self-inflicted injuries caused while sane or insane; or
• civil unrest, war, radiation or radioactive contamination or any related event.

We will not pay disability benefit if you are receiving benefit under the unemployment cover section of this policy.

6. Unemployment Cover

A. Unemployment benefit

If you are in work and you become unemployed during the period of cover for 15 days in a row we will pay you daily benefit for each consecutive day of your unemployment from the first day.

We will pay daily benefit until the earlier of the following:

• the end date; or
• the date when you are no longer unemployed or fail to provide evidence that you are unemployed; or
• the date when we have paid the equivalent of 12 monthly benefits.

B. Special conditions

Unemployment cover ends when you reach the age of 65 or permanently retire.

You can make more than one unemployment claim.

If you were self-employed before your unemployment, you will be eligible for unemployment benefit only if your business:

• has permanently ceased trading and/or is in the process of being wound up; or
• is in the hands of an insolvency practitioner; or
• is a partnership which has been or is in the process of being dissolved.

If two periods of unemployment are separated by 90 days or less we will treat this as one continuous claim but we will not pay for any time you were working between these periods.

If two periods of unemployment are separated by more than 90 days, you must return to work for 6 continuous months before you can make another unemployment claim.

If you are receiving unemployment benefit and want to start temporary work you must provide us with the details in writing before you start this work. We will not pay you daily benefit for the period you are working. However, when the temporary work finishes, your unemployment claim may continue and it will be treated as one continuous claim. The most we will pay for this continuous claim is the equivalent of 12 times the monthly benefit.

If you have received benefit under the carer cover section of this policy you will not be able to make a claim for unemployment cover until 12 months have passed since you became a carer.

C. Unemployment exclusions

We will not pay unemployment benefit:

• if you were not in work for a continuous period of 6 months before your unemployment (If in that 6 month period you are not in work for 2 weeks or less, we will still consider this to be a continuous period.); or
• if at the start date you knew you were going to be made unemployed or had reason to believe that it was likely to happen; or
• if your work ends or you were notified, verbally or in writing, of your work ending, within 45 days of the start date; or
• if your work is seasonal or if unemployment is a regular feature of your work; or
• if you become voluntarily unemployed (which includes your work ending voluntarily during a period of notice given to you by your employer or your becoming voluntary redundant); or
• if you work on a fixed term contract which ends unless:
  • you were working continuously for the same employer for at least 24 months; or
  • your work was under a fixed contract of at least 12 months in duration and that contract has been renewed at least once; or
  • your employer transfers you to a fixed term contract without a break in your work.
• In these circumstances, if we accept your claim, we will pay you daily benefit for the period between the date the fixed term contract ends and the date when it was originally due to end, provided this period is longer than 30 days.
• if you are self-employed and your business temporarily stops trading; or
• if you are working outside the UK, unless you are;
  • a member of the armed forces or the a Civil Service serving abroad; or
  • working for an employer that is based in the UK who assigns you to work in the European Union on the same terms and conditions; or
  • self-employed and working on a project which lasts no more than 30 continuous days or 90 days in total outside the UK in the 12 months before you become unemployed; or
• if you are unemployed because of the expiry of a period of training or apprenticeship; or
• if you refuse any offer of alternative employment from your employer which, by reason of your qualifications, previous experience and its location, it would have been reasonable for you to accept; or
• resulting from civil unrest, war, radiation or radioactive contamination or any related event; or
• for any period for which you receive or are entitled to receive a payment in lieu of notice of the termination of your employment; or
• resulting from your involvement in a strike or a lock-out; or
• resulting from your misconduct. This may include fraud, dishonesty, any illegal activity or anything that would or might lead to disciplinary action being taken by your employer; or
• if you are receiving benefit under the disability cover section of this policy.

7. Carer Cover

A. Carer benefit

If you become a carer during the period of cover we will pay the outstanding balance.

B. Special conditions

Carer cover ends when you reach the age of 65, permanently retire or after you have been paid carer benefit.

If you were self-employed you will be eligible for carer cover only if your business:

• has permanently ceased trading and/or is in the process of being wound up; or
• is in the hands of an insolvency practitioner; or
• is a partnership which has been or is in the process of being dissolved and the reason for the ceasing of trade, winding up, insolvency or dissolution was not caused by your having to become a carer.

C. Carer cover exclusions

We will not pay benefit for becoming a carer if:

• the sickness, disease, condition or injury of your relative existed before the start date unless, in the reasonable opinion of our Chief Medical Officer, the sickness, disease, condition or injury would not have normally deteriorated or was not considered likely to deteriorate to the extent that full time care would be required during the period of cover; or
• your work ends for any reason other than the need to become a carer; or
• you cease working from employment which is of a temporary or casual nature; or
• you are receiving benefits under the disability or unemployment cover sections of this policy.

8. Hospital Cover

A. Hospital benefit

If you are confined to hospital for at least seven days in a row whilst you are permanently retired or are 65 or over and in either case before the end date we will pay you daily benefit for each consecutive day you are hospitalised from the first day.

We will pay daily benefit until the earlier of the following:

• the end date; or
• the date when you are no longer hospitalised or fail to provide evidence of your hospitalisation; or
• when the equivalent of 12 monthly benefits have been paid; or
• when we have paid the equivalent of 3 consecutive monthly benefits for mechanical back pain or psychological illness.

B. Special conditions

Hospital cover starts when you are permanently retired or when you are 65 years of age and ends when you reach the age of 70.

If you are hospitalised for the same reason within a 90 day period we will treat your periods of hospitalisation as one continuous claim for the purposes of determining your entitlement to daily benefit but we will not pay you hospitalisation benefit for any time you were not hospitalised within this period.

If we pay the equivalent of 12 consecutive monthly benefits, we will not pay you any further benefits until you have been out of hospital for at least 6 months in a row.

You can make more than one hospital claim. However, you cannot make one claim after another for the same or a related condition unless you have been free from the same or related condition for 6 months and during that period you have not consulted with or received treatment from a doctor in relation to that same or related condition.

If you suffer from a back condition that is not mechanical back pain and you have been referred to and remain under the care of a back specialist, daily benefit will be paid for each consecutive day of your disability.

Hospital benefit for psychological illness will be limited to the equivalent of 3 consecutive monthly benefits unless you have been referred to an appropriate specialist and remain under the care of this specialist.

C. Hospital exclusions

We will not pay you hospital benefit if the hospitalisation is a result of:

• a pre-existing condition unless you have been symptom free and have not consulted a doctor or received treatment for the condition in the 24 months before your claim. If you had appointments to see a doctor within this 24 month period which you did not keep you will not be able to claim unless you had been formally discharged; or
• a chronic condition; or
• alcohol or drugs not taken under the advice or supervision of a doctor (provided that such direction is not given due to your treatment for drug addiction or dependence); or
• medical operations or treatments which are not medically necessary, including cosmetic or beauty treatment; or
• self-inflicted injuries caused while sane or insane; or
• civil unrest, war, radiation or radioactive contamination or any related event.

9. Critical Illness Cover

A. Critical illness benefits

If you are diagnosed with a critical illness during the period of cover we will pay the outstanding balance as long as you survive for at least 30 days from the date of your diagnosis. If you have been receiving benefit under the disability cover section of this policy for the same or related condition, we will pay the outstanding balance as at the date of your diagnosis for critical illness less any daily benefit that has already been paid to you for the same or related condition.

B. Special conditions

Critical illness cover ends when you reach the age of 65 or when we have paid critical illness benefit under your policy.

A critical illness is any one of the following:

Aorta graft surgery - for disease

The undergoing of surgery for disease to the aorta with excision and surgical replacement of a portion of the diseased aorta with a graft. The term aorta includes the thoracic and abdominal aorta but not its branches.

For the above definition, the following are not covered:

• Any other surgical procedure, for example the insertion of stents or endovascular repair.
• Surgery following traumatic injury to the aorta.

Cancer - excluding less advanced cases

Any malignant tumour positively diagnosed with histological confirmation and characterised by the uncontrolled growth of malignant cells and invasion of tissue. The term malignant tumour includes leukaemia, lymphoma and sarcoma.

For the above definition, the following are not covered:

All cancers which are histologically classified as any of the following:

• pre-malignant;
• non-invasive;
• cancer in situ;
• having either borderline malignancy; or
• having low malignant potential.
  • All tumours of the prostate unless histologically classified as having a Gleason score greater than 6 or having progressed to at least clinical TNM classification T2N0M0.
  • Chronic lymphocytic leukaemia unless histologically classified as having progressed to at least Binet Stage A.
  • Any skin cancer other than malignant melanoma that has been histologically classified as having caused invasion beyond the epidermis (outer layer of skin).

Cognitive Impairments

Mental deterioration and loss in intellectual ability (shown by loss of memory, orientation and reasoning) which can be measured and results from an organic cause diagnosed by a Consultant Neurologist.

This will include:

Alzheimer's disease - resulting in permanent symptoms

A definite diagnosis of Alzheimer's disease by a Consultant Neurologist, Psychiatrist or Geriatrician. There must be permanent clinical loss of the ability to do all of the following:

• remember;
• reason; and
• perceive, understand, express and give effect to ideas.

For the above definition, the following are not covered:

• Other types of dementia.

Coronary artery by-pass grafts - with surgery to divide the breastbone

The undergoing of surgery requiring median sternotomy (surgery to divide the breastbone) on the advice of a Consultant Cardiologist to correct narrowing or blockage of one or more coronary arteries with by-pass grafts.

Heart attack - of specified severity

Death of heart muscle, due to inadequate blood supply, that has resulted in all of the following evidence of acute myocardial infarction:

• Typical clinical symptoms (for example, characteristic chest pain).
• New characteristic electrocardiographic changes.
• The characteristic rise of cardiac enzymes or Troponins recorded at the following levels or higher;
  • Troponin T > 1.0 ng/ml
  • AccuTnI > 0.5 ng/ml or equivalent threshold with other Troponin I methods.

The evidence must show a definite acute myocardial infarction.

For the above definition, the following are not covered:

• Other acute coronary syndromes including but not limited to angina.

Heart valve replacement or repair - with surgery to divide the breastbone

The undergoing of surgery requiring median sternotomy (surgery to divide the breastbone) on the advice of a Consultant Cardiologist to replace or repair one or more heart valves.

Kidney failure - requiring dialysis

Chronic and end stage failure of both kidneys to function, as a result of which regular dialysis is necessary.

Loss of hands or feet - permanent physical severance

Permanent physical severance of any combination of 2 or more hands or feet at or above the wrist or ankle joints.

Major organ transplant

The undergoing as a recipient of a transplant of bone marrow or of a complete heart, kidney, liver, lung, or pancreas, or inclusion on an official UK waiting list for such a procedure.

For the above definition, the following is not covered:

• Transplant of any other organs, parts of organs, tissues or cells.

Motor neurone disease - resulting in permanent symptoms

A definite diagnosis of motor neurone disease by a Consultant Neurologist. There must be permanent clinical impairment of motor function.

Multiple sclerosis - with persisting symptoms

A definite diagnosis of Multiple Sclerosis by a Consultant Neurologist. There must be current clinical impairment of motor or sensory function, which must have persisted for a continuous period of at least 6 months.

Parkinson's disease - resulting in permanent symptoms

A definite diagnosis of Parkinson's disease by a Consultant Neurologist. There must be permanent clinical impairment of motor function with associated tremor, rigidity of movement and postural instability.

For the above definition, the following is not covered:

• Parkinson's disease secondary to drug abuse.

Stroke - resulting in permanent symptoms

Death of brain tissue due to inadequate blood supply or haemorrhage within the skull resulting in permanent neurological deficit with persisting clinical symptoms.

For the above definition, the following are not covered:

• Transient ischaemic attack.
• Traumatic injury to brain tissue or blood vessels.

Total Permanent Disability

There are two definitions of total permanent disability set out below.

Which one applies to you depends on your age at the start of your disability.

• Your total permanent disability under the plan before age 60 which prevents you from performing at least three of the following five activities for a continuous period of 12 months and which will continue to do so in the future.
  • Dressing and undressing, putting on and taking off all necessary items of clothing.
  • Using the toilet, getting to and from the toilet, getting on and off the toilet and associated personal hygiene.
  • Getting up and down a flight of stairs.
  • Getting in and out of a bed or chair.
  • General household duties including cleaning, ironing, childminding and shopping.

or

• Your total permanent disability under the plan after age 60 which prevents you from performing at least four of the following six activities for a continuous period of 12 months and which will continue to do so in the future.
  • Taking a bath or shower, or maintaining personal cleanliness.
  • Dressing and undressing, including putting on and taking off surgical appliances usually worn.
  • Getting to and from the toilet, getting on and off the toilet and maintaining an adequate level of personal hygiene.
  • Voluntarily controlling bowel and bladder function, with or without catheters, incontinence pads or other artificial aids.
  • Moving in and out of a chair or bed
  • Eating and drinking once food or drink has been prepared and made available.

We will consider that you are unable to perform an activity when the following applies.

• You are unable to perform the activity even with the use of equipment.

and

• You always need the help of another person to perform the activity.

C. Critical illness exclusions

We will not pay critical illness benefit if the critical illness:

• results from a pre-existing condition unless you have been symptom free and have not consulted a doctor or received treatment for the condition in the 24 months before your claim. If you had appointments to see a doctor within this 24 month period which you did not keep you will not be able to claim unless you had been formally discharged; or
• results from a chronic condition; or
• is diagnosed within 3 months of the start date; or
• results directly or indirectly from:
  • self-inflicted injuries caused while sane or insane;
  • alcohol or drugs not taken under the advice or supervision of a doctor (provided that such direction is not given due to your treatment for drug addiction or dependence);
  • civil unrest, war, radiation or radioactive contamination or any related event.

10. Life Event Cover

A Life event benefit

If you experience a life event during the period of cover we will pay you a life event benefit.

B. Special conditions

Life event cover ends when you reach the age of 70.

A life event is any one of the following:

• If you marry or enter into a civil partnership.
• If you become a parent.
• If you become an adoptive parent.
• If you buy a property in the UK which is to be your main residence and you are the sole or joint owner.
• If your marriage or civil partnership ends.

We will only pay you two life event benefits in any one twelve month period.

If you become a parent or adoptive parent to more than one child at the same time we will treat these events as separate life events. For example, if you became a parent to twins, you would need to make two claims in relation to two life events.

C. Life event exclusions

We will not pay life event benefit:

• within 9 months of the start date; or
• if your marriage or civil partnership ends as a result of your partner
• dying; or
• if you become a foster parent; or
• if you buy a property which is bought for investment purposes, on a buy to let basis or is otherwise subsequently let for any reason.

11. How to claim

You (or your personal representative for a life cover claim) must telephone the Claims Department on 0845 600 1751 to request a claim form. Please complete the claim form fully and accurately and return it to: Claims Department, PO Box 534 Uxbridge UB8 1WF.

We must receive the claim form and any other information we may reasonably require within 120 days of the event giving rise to a claim. If supporting evidence of your entitlement to claim is required you must provide it at your expense. For example:

• Life cover - an original or an official copy of the death certificate (in English). We may also ask to see the appropriate grant of representation (for example a grant of probate, letters of administration or confirmation) where applicable.
• Critical illness cover - a doctor's statement and/or medical certificates.
• Disability cover - doctor's statements and/or medical certificates covering specified time periods of no more than 6 months duration. We will also need a statement from your employer confirming your absence from work due to disability. Please note that a letter from the Benefits Agency is not sufficient supporting evidence for this purpose.
• Unemployment cover - a copy of the Job Seeker's Agreement that you signed with the Employment Service. We will also need a statement from your last employer confirming that you are no longer in their employment.

If you are ineligible for Job Seeker's Allowance and you are in receipt of Pension Credits or Income Support, you will be required to provide three pieces of evidence of your search for employment.

If you are self employed, you will need to provide evidence from your accountant or HM Revenue & Customs that you have paid class 2 or class 4 UK National Insurance contributions.

Back to Work Assistance: Where unemployment claims are presented to us and the unemployment continues, your claim may be chosen for Back to Work Assistance. This specialised service is designed to provide guidance and assistance with your job search and we pay for it. If your claim is chosen, your claim details will be given to our Back to Work Assistance provider.

• Carer cover - confirmation from your employer that you did not stop working for reasons other than to become a carer. We will also need proof of your relationship with your relative. For example, a birth certificate or, where you are caring for a person (whether or not of the opposite sex) who has been living with you in a relationship having the characteristics of husband and wife, we will need proof that you have been living together in such a relationship for a period of at least one year. For example, this could include the fact that you have had a mortgage with that person for over a year. You must also provide a letter from the doctor of your relative which confirms the nature of your relative's condition, when it started, when your relative first consulted the doctor and when it was first diagnosed.
• Hospital cover - evidence from your hospital that you are hospitalised.
• Life event cover - evidence that the life event has occurred, such as a copy of:
  • your marriage or civil partnership certificate;
  • your child's birth certificate;
  • an adoption certificate;
  • the completion of registration from the Land Registry;
  • the decree absolute or order of dissolution in relation to the ending of your marriage or civil partnership respectively.

If you are required to provide us with a doctor's statement or medical certificate, we will give you a refund of up to £15 towards the costs of obtaining this statement or certificate if you provide us with a valid receipt. This refund only applies to your initial claim. You are responsible for any costs over £15 in relation to your initial claim and the subsequent costs of obtaining any additional doctor's statements or medical certificates.

If additional medical information is needed, you agree to our asking for and obtaining medical information from any medical practitioner who has treated you.

If any claim under this policy is fraudulent or is intended to mislead us, or if fraudulent or misleading means are used by you or anyone acting on your behalf to obtain benefit under this policy, your right to any benefit under this policy will end. We will recover any benefit paid and costs incurred as a result of such fraudulent or misleading claim.

We may require you, at our expense, to be examined by a medical examiner of our choice. If you do not attend any such examination, we will not pay any further benefits. We may also arrange for an agent representing us to visit you. The purpose of any such visit will be to gather details relating to your claim to ensure an accurate assessment. It is essential that you make yourself available for any such visit. If you do not do so, we will not pay any further benefits unless circumstances beyond your reasonable control have led to your unavailability.

Insurers share information with each other to prevent fraudulent claims via a register of claims. A list of participants is available on request. Any information you supply about a claim, together with information you have supplied on any application form or other information relating to a claim, will be provided to the registered participants.

Payment of Benefit

We will pay benefits to the lender with which you have the agreement for the credit of your account.

12. Change of claim

A. If you are receiving disability benefit because you are disabled and you become unemployed you must contact us straight away.

We will continue to pay you disability benefit for your disability while it remains valid.

If you are still unemployed once a doctor says you are fit to return to work, you must tell us and we will ask you to fill out an unemployment claim form. When deciding if your unemployment claim is valid, we will ignore the fact that you have not been working because of your disability.

B. If you are receiving unemployment benefit because you are unemployed and you become unfit to work, you must write to us straight away.

You will no longer be eligible to claim unemployment benefit for your unemployment and you will have to fill in a claim form to claim disability benefit for your disability.

If you cannot meet our conditions to claim disability benefit for disability, you can claim unemployment benefit for unemployment once you are fit to work. You must let us know you are no longer disabled and you must meet our conditions to claim unemployment benefit for unemployment. When deciding if your claim is valid, we will ignore the fact that you have not been working.

C. If you are receiving disability benefit and reach the age of 65 you can make a claim for hospital benefit if you are hospitalised.

D. In all cases the maximum we will pay for your claims is the equivalent of 12 monthly benefits.

13. How does cover end?

1. How does cover end?

Your policy begins on the start date and ends on the earliest of the following:

• the date of your death;
• the date when you have been paid benefit under the critical illness cover section of your policy;
• the date when you reach the age of 70 in respect of life, life event and hospital cover;
• the date when you reach the age of 65 in respect of disability, unemployment, carer and critical illness cover;
• the date when you have missed two consecutive minimum payments on your credit card account as set out in your credit card statements;
• the date when all amounts due under this policy have been paid to you;
• the date when you cancel your policy;

You can cancel your policy by giving us 30 days notice either in writing or by telephoning 0845 600 1191. You will not receive a refund of any premiums when you cancel.

14. Customer care

1. Complaints procedure

It is our aim to provide a high standard of service. However, there may be occasions when you feel that this has not been achieved. If you have any reason to complain or to enquire about your insurance cover, please follow the procedure below.

Step 1: In the first instance, refer your complaint to: Claims & Administration Department, PO Box 534, Uxbridge UB8 1WF.

Alternatively, you can contact us by telephoning 0845 600 6007. Please provide details of your Credit Card agreement number so your enquiry may be dealt with speedily.

Step 2: If you are not satisfied with our response or the complaint has not been resolved to your satisfaction, you may refer your complaint in writing to the Customer Relations Department at the address given in Step 1.

Step 3: If you are still not satisfied or the complaint has not been resolved to your satisfaction, you may refer your complaint to:

Insurance Division:
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR.
Telephone: 0845 080 1800.
Email: complaint.info@financial-ombudsman.org.uk

The complaints procedure does not affect your legal rights.

2. Additional needs

We are committed to meeting the needs of all our customers. If you have a hearing or speech impediment you can use Type talk whenever you contact us, or contact us using Text phone on 08457 323 436 (lines open 9am - 5pm, 7 days a week). For the visually impaired we can provide documents in large print, Braille or on audio cassette. Please contact a member of staff.

15. Contact us

Credit Card Policy Queries Customer Helpline 0845 600 1752*
Claims Queries Claims & Administration Dept 0845 600 6007*
Advice on other protection policies: Direct Sales Support 0845 600 1191*

Calls to 0845 numbers will be charged at standard local rates by your telephone service provider. As these rates may vary from one provider to another you should check with your own telephone service provider for details of the rates that will apply specifically to you.

Halifax Insurance Ireland Limited - incorporated in Republic of Ireland No: 323923

Halifax Assurance Ireland Limited - incorporated in Republic of Ireland No: 323922

Registered Address: Dromore House, East Park, Shannon, Co. Clare, Republic of Ireland.

Policy ID Nos: 66033L357, 66033L358, 66033L363, 66033L364, 65011L357, 65011L358, 65011L363 & 65011L364

For other insurance products call:

Halifax Home Insurance 0800 028 2498 quoting reference HCRE
Halifax Travel Insurance 0800 731 0180 quoting reference HCRE
Halifax Car Insurance 0800 032 9081 quoting reference HIPB
Halifax Pet Insurance 0845 201 1752* quoting reference CRE1
Halifax Health Insurance 0800 107 4378 quoting reference 7338

* Calls from BT landlines will cost a maximum of 5p per minute and a 6p call set-up fee. The price of calls from other telephone companies will vary.