Ultimate Reward Current Account common enquiries

If you’re an Ultimate Reward Current Account customer, please read our FAQs (PDF, 144 KB) for more information about the travel insurance which comes with your account and COVID-19. You can also use our handy travel disruption tool, for help if your travel has been disrupted.

 

Common enquiries for existing Ultimate Reward Current Account customers.

Do you have an Ultimate Reward Current Account with us? Find out the key information relating to the benefits of your account and importantly how to use them when you need to.

For full details of your benefits, policies, account terms & conditions and the range of third party providers we use, please read the Getting Started Guide (PDF, 1.33 MB).

Don't have an Ultimate Reward Current Account?

Get worldwide multi-trip family travel insurance, AA breakdown cover, mobile phone insurance, home emergency cover and card loss assistance for a monthly maintaining the account fee of £17.

Ultimate Reward Current Account

From 21 November 2021 there will be some changes to the benefits that come with this account.

Need to use your benefits?

Call 0345 124 1400 if you need to use your benefits or have any questions. Select the benefits you are calling about and one of our team will be happy to help.

If you're abroad, call +44 (0) 1495 28 12 97. open 24 hours a day, 7 days a week, 365 days a year.

  • AA breakdown cover

    AA breakdown cover is provided by Automobile Association Developments Limited (trading as AA Breakdown Services).

    Some key benefits

    Some important exclusions

    Some key benefits

    • Roadside Assistance
    • Home Start
    • Provides cover within the UK, Channel Islands and Isle of Man
    • Customer covered, not the vehicle

    Some important exclusions

    • Does not include AA Relay, which would recover you to any single UK destination of your choice. Under this cover if it is not possible to fix the vehicle at the roadside, you will be recovered to a local repairer of the AA’s choice or a destination of your choice provided it is no further.

    Making a claim:

    You can make a claim with the AA by calling 0345 124 1400

  • Mobile phone insurance

    Mobile phone insurance is arranged through Lifestyle Services Group Limited with a single insurance provider, Assurant General Insurance Limited.

    Some key benefits

    Some important exclusions

    Some key benefits

    • One phone per account holder, maximum of two for joint accounts
    • Repair or replacement phone up to a maximum value of £2,000 (including VAT) per claim
    • Covers for loss, theft, damage or breakdown (including faults).

    Some important exclusions

    • Excess of £100 is payable on all successful claims
    • No more than 2 successful claims per account holder in any 12 month period.

    Registering your phone

    You can register your mobile phone details with the insurer via your online banking if you are registered or by calling 0345 124 1400.

    Raising a claim

    You can make a claim with the insurer by calling 0345 124 1400.

    If your phone is lost or stolen, you must notify the police and your airtime provider as soon as possible. Not taking these actions could result in your claim being declined.

    You will be asked the following information so make sure you have it ready:

    • Make and model of your phone. Tip: check your instruction manual or remove the back cover and battery to see a label with this information
    • Your service/network provider. Tip: details of your service provider are often displayed on the screen of your phone or are on your contract or monthly statement
    • Your International Mobile Equipment Identity (IMEI) number. Tip: this will be displayed on your mobile phone screen by dialling *#06# on the keypad.

    Instructions for registering your phone or raising a claim online:

    • Once signed into Online Banking, click on your Ultimate Reward Current Account
    • Click the ‘More actions’ button
    • Then select the ‘View account benefits’ found under the ‘Account information and benefits menu’
    • You can register your phone under the ‘Mobile phone insurance’ section
    • If you’ve already registered your mobile phone insurance details, your policy information will be automatically loaded
    • If you’d like to make a claim, click on the ‘View and update details’ button and then ‘Make a claim’ and follow the onscreen instructions

    Sign into Online Banking

    Register for Online Banking

  • Home emergency cover

    Home emergency cover is provided by AXA Assistance and is underwritten by Inter Partner Assistance SA (IPA).

    Some key benefits

    Some important exclusions

    Some key benefits

    • Covers a sudden unexpected incident to your home which needs immediate action to:
      • Make it safe or secure and avoid damage or more damage
      • Make it fit to live in
      • Restore electricity, gas or water services if they have totally failed
    • Provides a qualified person chosen by the insurer to deal with the emergency up to £250.

    Some important exclusions

    This policy is to deal with ‘home emergencies’ needing immediate attention only and will cover costs up to a maximum of £250. It does not cover broken freezers for example.

    Raising a claim

    You can make a claim with the insurer by calling 0345 124 1400.

    Not taking these actions could result in your claim being declined:

    • You must contact the insurer before instructing any other tradesman.
    • If you are a tenant, you must get agreement from your landlord before contacting the insurer.
  • Card cancellation

    Card cancellation is provided by Citymain Administrators Ltd (part of the SPB UK & Ireland Group Companies).

    Some key benefits

    Some key benefits

    • For all financial cards – call the provider if they’re lost or stolen and they’ll request for them to be cancelled on your behalf.

    Please register your cards with Citymain. To do this please have all your cards to hand and call 0345 124 1400.

Travel insurance

Provided and underwritten by AXA Insurance UK plc.

Important information

Pre existing medical conditions aren’t covered under this policy, unless they are agreed with the insurer first. An additional premium may apply. If this affects you contact AXA directly to find out more.

If you have a serious or life threatening pre existing medical condition, the Money and Pensions Service (MaPS) has launched a new directory listing firms which could offer travel insurance for you. 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.

If you’re looking for the online self-assessment medical screening link, this is currently unavailable. To understand if you or anyone to be covered under the policy have any conditions that could impact your cover, Please call 0345 124 1400 (Lines open Monday-Saturday 8am-8pm, Sunday 9am-5pm).

Some key benefits

Some important exclusions

Some key benefits

  • Worldwide multi-trip family travel cover
  • Covers winter sports and golf trips
  • Covers UK trips where accommodation is pre-booked for 2 nights or more
  • Includes cover for:-
    • Personal belongings up to £2,500
    • Single article, pair or set of articles up to £500
    • Valuables up to £500 in total
    • Personal Money up to £750 (cash £300)

Some important exclusions

  • Cover ceases fully on your 71st birthday
  • Pre-existing medical conditions aren’t covered unless agreed by the insurer
  • The maximum trip duration is 45 consecutive days, for Winter sports a maximum 31 days cover in any calendar year
  • £75 excess per claim per incident may apply
  • Cover includes your spouse, civil partner or partner (who you live with) and children under 18 or under 24 and in full time education. Children are covered when travelling with the holder(s) of the Ultimate Reward Current Account or a Responsible Adult.
  • There is no cover if travelling against the advice of the Foreign, Commonwealth & Development Office (FCDO) or other regulatory authority
  • There is no cover if you cannot travel or choose not to travel because the FCDO, or any other equivalent government body in another country advises against travel due to a pandemic

Travel hints and tips

For our Ultimate Reward Current Account customers we have some handy hints and tips when travelling.

Find out moreabout hints and tips when travelling.

Some key changes to the Worldwide Travel Insurance from 21 November 2021

  • AXA Insurance UK plc (AXA) underwrite the travel insurance that comes with your account and, in line with section 1 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
  • 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 21 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 21 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 occurred after 21 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 21 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 21 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
  • There’s still cover for cancellation if a booked trip needs to be cancelled because you or someone else covered under the policy are asked to quarantine on an individual basis. From 21 November your cancellation cover will also cover you if a companion you are travelling with 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. In particular, the cover limit for hired golf equipment is reducing from a maximum of £50 per day, up to a limit of £400, to £35 per day, up to a limit of £175

Please read the terms and conditions enclosed within the Guide to Changes (PDF, 280KB) for full details and exclusions. We’ve also provided some examples of pandemic cover under the new policy in the Guide to Changes (PDF, 280KB).

Other key benefit changes from 21 November 2021

  • Card Cancellation will no longer be a service provided with the account. Once the Card Cancellation 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 to the Home Emergency cover. There will also be a change to the Mobile Phone Insurance benefit that comes with this account to make it clear that for incidents occurring from 21 November, if you make a valid claim for a replacement handset, you will receive a refurbished device which has been through a comprehensive checking process to ensure it’s in full working order. For details of the changes, please refer to the Guide to Changes (PDF, 280KB)

Calls may be monitored and recorded.