If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Ultimate Reward Current Account common enquiries

As the impact of coronavirus (COVID-19) is felt across the UK, customers have been contacting AXA and Halifax to understand how their travel insurance is impacted. Since the World Health Organisation (WHO) announced that the coronavirus outbreak is a pandemic, this is now a ‘known event’ and means:

  • If you are an existing Ultimate Reward Current Account customer and book any travel or holiday after 18 March and before 20 November 2020, your policy will not cover cancellation and early returns related to coronavirus if the Foreign, Commonwealth and Development Office (FCDO) advises against travel because of COVID-19 if that advice existed when you booked your trip
  • If you open a new Ultimate Reward Current Account now, any travel or holiday you have booked regardless of the date, or book in the future, will not be covered for cancellation and early returns related to coronavirus if the Foreign, Commonwealth and Development Office (FCDO) advises against travel because of COVID-19 if that advice existed when you booked your trip (please see important information below about changes that will be made from 21 November 2020)

AXA will continue to cover medical costs if you become ill in a country or region the Foreign, Commonwealth and Development Office (FCDO) hasn’t advised against visiting.

If you are an existing customer, please read our FAQs (PDF) to understand your cover in more detail. You can also register, service and check for updates on a claim online.

Please note: AXA are making changes to their travel insurance policy that come into effect 21 November 2020. Some exclusions will be added, and others updated to restrict cover in relation to all pandemics (including COVID-19) and the policy excess amount will increase to £75 per claim per incident. It’s very important to read the AXA Travel Insurance Guide to Changes (PDF), which covers the changes to travel insurance from 21 November 2020.

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).

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.

Please be aware pre-existing medical conditions are not covered under this policy.

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).

Important - AXA are making changes to their travel insurance policy that come into effect 21st November 2020. Some exclusions will be added, and others updated to restrict cover in relation to all pandemics (including COVID-19) and the policy excess amount will increase to £75 per claim per incident. It’s very important to read the AXA Travel Insurance Guide to Changes, which covers the changes to travel insurance. Since the World Health Organization (WHO) announced that the COVID-19 outbreak is a pandemic this is now a ’known event’ and any travel booked before 21st November will not be covered for cancellation and early returns related to COVID-19. AXA Travel Insurance Guide to Changes (PDF)

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
  • You’ll pay a maximum excess of £50 per claim
  • 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.

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.

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