Ultimate Reward Current Account common enquiries

If you’re an Ultimate Reward Current Account customer, please read our FAQs (PDF) 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).

Travel insurance expandable section

AA breakdown cover

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

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

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

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

Calls may be monitored and recorded.