Insurance Terms and Conditions Contents HOME EMERGENCY Home Emergency Extended Warranty Statement of demands and needs Policy Summary 2 Policy Summary 21 We have not provided you with a personal recommendation as to whether this policy is suitable Terms and Conditions 3 Terms and Conditions 23 for your specific needs. This product meets the demands and needs of those who wish to ensure that they are covered Payment Protection Roadside Assistance in the event of experiencing a ‘home emergency’. Policy Summary 6 Policy Summary 25 Terms and Conditions 7 Terms and Conditions 26 Card Protection Travel Insurance Your Policy Summary Policy Summary 12 Policy Summary 33 Please read this document carefully. Full terms and conditions can be found within the Terms and Conditions 12 Terms and Conditions 37 Policy Document. Purchase Protection Travel Assistance Features of your NatWest Black Card Home Emergency Service Policy Summary 17 Policy Summary 49 This membership is a benefit provided under your NatWest Black Card account and is underwritten Terms and Conditions 18 Terms and Conditions 50 by UK Insurance Limited. Your membership will run whilst you hold a Black Card Account. Please refer to your NatWest Black Card Agreement for full terms and conditions. This service provides cover for incidents in your home which, if not dealt with quickly will: (a) make your home unsafe or insecure (b) cause damage to your home and its contents Important Information (c) leave your home with a total loss of heating, lighting or water. Please note: We are regulated by the Financial Services Authority (FSA). Our registration can be checked on What is covered What is not covered the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234. Please refer to the Terms and Conditions for full details We only offer insurance products from a limited number of insurers – you can contact us to ask for a list of these insurers. You will not receive advice or recommendations from us in respect of Call out fees, parts, labour and materials any of the insurances detailed in the following Credit Card Insurance Terms and Conditions. You up to £500 (inc. VAT) per call-out for will need to make your own choice on how to proceed. emergencies in respect of: • The permanent electrical supply system • Any electrical wiring which is not permanent We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to in the home. and/or is situated outside the home. compensation from the scheme if we cannot meet our obligations. Insurance firms – first £2,000 • Internal and external plumbing of the home • Any leaking or dripping tap that requires of an insurance claim or policy is covered in full, plus 90% of the balance. FSCS can be contacted that you are responsible for. re-washering or replacing, external overflows by telephone on 020 7892 7300, by writing to FSCS, 7th Floor, Lloyds Chambers, 1 Portsoken or replacement of cylinders, tanks, radiators Street, London E1 8BN, or online at www.fscs.org.uk. and sanitary ware. If you are not satisfied with any of our products or services we have a complaint handling • Breakdown or damage to domestic appliances procedure that you can use to resolve such matters. Please contact us if you require further and other mechanical equipment. information. The Bank is a member of The Financial Ombudsman Service. If you are not satisfied • The external locks, doors and windows • Internal locks, doors, glass or the locks, doors following the Bank’s procedures, you can ask the Ombudsman to review the complaint. You can of the home. and windows to detached garages and find out more about The Financial Ombudsman Service by telephoning the Bank. Alternatively, outbuildings. you can write to: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London • The main source of heating in the home. • Boilers over 15 years old and/or with an E14 9SR or telephone 0845 080 1800. output exceeding 60kW. Authorised and regulated by the Financial Services Authority. No. 121878.

2

HOME EMERGENCY Summary of Main General Exclusions Below are the Terms & Conditions of Your Home Emergency Service Please refer to the Terms and Conditions for details of all Exclusions

The following are excluded: YOUR MEMBERSHIP • Loss or damage arising from circumstances known to you prior to the start date of membership. Below are full details of Your Home Emergency Service. • Claims arising after the home has been left unoccupied for more than 30 consecutive days

except where condition 5(g) in the Terms and Conditions regarding unoccupied homes has Your Right to Cancel been complied with. If this cover does not meet Your requirements, please return all Your documents within 14 days • Cost of repairing faults or damage caused by fire, lightning, explosion, earthquake, flood, of receipt. Please note that the Home Emergency section of Your Black Card account cannot be storm, subsidence, heave or landslip, malicious damage, theft or attempted theft (except cancelled in isolation. Your Black Card Agreement has full details on Your right to cancel. when in relation to security), structural repairs, alteration or demolition, faulty workmanship, or the use of defective materials. • Cost of replacement parts due to natural wear and tear or gradual deterioration. How to complain • Loss or damage due to the interruption or disconnection of the gas, water or electricity If You wish to make a complaint, please write to Us at the address below: services to your home. • Customer Relations Manager, PO Box 300, Leeds LS99 2LZ. If we cannot resolve the differences between us, You may refer Your complaint to the Financial Ombudsman Service (FOS). Their address is: South Quay Plaza, 183 Marsh Wall, Your right to cancel London E14 9SR, telephone 0845 080 1800. If this cover does not meet your requirements, please return all documents within 14 days of receipt. Please note that the Home Emergency section of your Black Card account cannot be cancelled in isolation. Your NatWest Black Card Agreement has full details on your right to cancel. Details about Our Regulator UK Insurance Limited is authorised and regulated by the Financial Services Authority. The Financial Services Authority website, which includes a register of all regulated firms can How to make a claim be visited at www.fsa.gov.uk/register, or the Financial Services Authority can be contacted To notify us of a request for emergency assistance, please telephone 0845 602 5225. on 0845 606 1234. Under the Financial Services and Markets Act 2000, should the company be unable to meet all How to complain its liabilities to policyholders, compensation may be available. Insurance advising and arranging If you wish to make a complaint, please write to us at the address below: is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper • Customer Relations Manager, PO Box 300, Leeds LS99 2LZ. limit. Information can be obtained on request or by visiting the Financial Services Compensation Scheme website at www.fscs.org.uk. If we cannot resolve the differences between us, you may refer your complaint to the These terms and conditions are evidence of the contract between You and Us. We will provide Financial Ombudsman Service (FOS). Their address is: South Quay Plaza, 183 Marsh Wall, Emergency Assistance in accordance with the Terms and Conditions as set out below during the London E14 9SR, telephone 0845 080 1800. Period of Membership. Any word or expression that has a particular meaning shall appear in bold and have the same meaning wherever it may appear. Details about Our Regulator You and We may choose which law will apply to the contract. English Law will apply unless both UK Insurance Limited is authorised and regulated by the Financial Services Authority. The parties agree otherwise. Financial Services Authority website, which includes a register of all regulated firms can be visited at www.fsa.gov.uk/register, or the Financial Services Authority can be contacted on Your Home Emergency Service is underwritten by UK Insurance Limited, registered number 0845 606 1234. 1179980, registered address The Wharf, Neville Street, Leeds LS1 4AZ – authorised and regulated by the Financial Services Authority. Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme website at www.fscs.org.uk. 3 Meaning of words Period Of The period whilst You hold a Black Card account. The following definitions apply throughout: Membership:

Authorised Repairer: A person, company or organisation appointed by Us to temporarily or Permanent Repairs and/or work required to resolve the damage caused to the permanently rectify, repair or prevent further damage by making safe Repair: Home by the Emergency. the Emergency where possible. Temporary Repairs and/or work that may resolve an Emergency but may need to Beyond The point at which the cost of repairing the boiler/appliance exceeds Repair: be replaced by a Permanent Repair. Economic the value of replacing the boiler/appliance. The decision will be based Repair: on Our scale of valuations that take into account the age and type of Unoccupied: Not lived in by You or any member of Your family or by any other person the boiler/appliance. with Your permission.

Call Out: The dispatch of an Authorised Repairer following a request for We/Us/Our: UK Insurance Limited. Emergency Assistance, even if the request is subsequently cancelled by You. You/Your/ The Black Card account holder (“the account holder”) and/or any Yourself: member of the account holder’s family normally living at the Home. Emergency: An incident in the Home occurring during the Period Of Membership, which if not dealt with quickly will: (a) make the Home unsafe or insecure for its occupants; or What is included (b) cause damage to the Home and its contents; or Domestic Emergency (c) leave the Home with a total loss of its Main Source Of Heating, 1) If You suffer an Emergency at Your Home You should tell Us on the Emergency telephone lighting or hot/cold water. number – 0845 602 5225. We will then: Emergency Work undertaken by an Authorised Repairer to resolve the (a) advise You how to protect Yourself and the Home immediately when You call Us; Assistance: Emergency by completing a repair to temporarily or permanently (b) organise and pay up to £500 including VAT, Call Out, labour, parts and materials to rectify, repair or prevent further damage occurring by making safe carry out Emergency Assistance at the Home. Major parts/appliances and parts/ the Emergency where possible. It does not include the restoration of appliances that are Beyond Economic Repair are excluded. All labour charges in excess any decoration, fixtures, fittings or landscaping (e.g. fitted kitchen units, of the amount stated in this clause, together with the cost of replacement parts and/or floor coverings/tiles, flowerbeds) or the permanent re-instatement of other materials, other than what We have agreed to pay, are Your responsibility. pathways and driveways needing to be removed or replaced in order What is not covered to deal with the Emergency. 2) This membership is not a household buildings or contents insurance policy or an equipment Geographical The United Kingdom including the Isle of Wight but not Northern maintenance contract. It is a benefit provided under Your Black Card account to complement Limits: Ireland, the Channel Islands, the Scilly Isles and the Isle of Man. Your household insurance policy if You have one, providing benefits and services which are not normally available under such policies. We therefore recommend that You have a building Home: The private dwelling that You own and reside in as Your permanent insurance policy covering Your Home and a contents insurance policy covering Your possessions. or secondary residence, including integral garage(s) used for domestic purposes. This does not include detached garages and outbuildings. Exclusions 3) The following are excluded from the insurance: Main Source In the case of gas central heating, this is the boiler from the appliance (a) any leaking or dripping tap that requires re-washering or replacing, external Of Heating: isolating cock together with the pump, motorised valves and cylinder overflows or replacement of cylinders, tanks, radiators and sanitary ware; thermostat, temperature and pressure controls, pipework, hot water (b) burst or leaking flexible hoses or leaking washing appliances which are fitted cylinder, feed and expansion tanks and the main flueing. with a stop tap; In the case of electrical storage heating, this is the storage and wall (c) internal plumbing and drainage, other than domestic sanitary fittings, hot/cold water mounted panel heaters that are permanently sourced by the mains supply, storage and drainage systems for which You have the responsibility electricity supply, including convection storage heaters, storage heaters within the interior of Your Home; incorporating fans and combination storage/panel heaters. (d) external water supply pipes; 4

(e) failure of the boiler or the heating occurring in the months May to August inclusively (m) any expense, consequential loss, legal liability or any loss or damage to the Home (This exclusion does not apply to loss of hot/cold water); directly or indirectly caused by terrorism. Terrorism is defined as the use of biological, (f) failure of boilers or heating systems that have not been inspected or serviced by a chemical or nuclear force or contamination by any person(s) or group(s) of persons, qualified person within the preceding twelve months of this membership; whether acting alone or in connection with any organisation(s) or government(s), (g) boilers over 15 years old and/or with an output exceeding 60kW; whether or not committed for political, religious, ideological or similar purposes, (h) electrical wiring, other than the permanent electrical supply system in Your Home including the intention to influence any government or to put members of the public at fear. supplying electrical power to internal wall sockets, switches, bulb sockets and fuse boxes (n) any loss or damage arising as a consequence of: which are beyond the electricity company’s supply meter; i) war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), (i) consumables that need replacing through regular use, including but not limited to civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance; light bulbs, batteries, filters, fuses etc; ii) ionising radiation or contamination by radioactivity from any nuclear fuel or (j) internal locks, doors, glass, or the locks, doors and windows to detached garages from any nuclear waste from combustion of nuclear fuel, the radioactive, toxic, and outbuildings; explosive or other hazardous properties of any explosive nuclear assembly or its (k) any loss or damage caused by rot, fungus, woodworm, beetles, moths, insects or vermin; nuclear component. (l) breakdown or loss of or damage to domestic appliances or saniflow toilets and (o) any loss, injury, damage or legal liability arising directly or indirectly from, or other mechanical equipment; consisting of the following: the failure or inability of any equipment to correctly (m) damage to boundary walls, hedges, fences or gates. recognise or interpret data representing any date, in such a way that it does not work properly at all; 4) We will not cover any of the following: (p) any system, appliance, wiring or fixtures where replacement is only necessary to (a) loss or damage arising from circumstances known to You prior to the start date of make it compliant with legislation, health and safety guidelines or British Standards; the Period of Membership; (q) adjustment of time and temperature controls and replacement of time controls. (b) any item not forming part of the Main Source Of Heating; (c) the cost of replacement parts due to natural wear and tear or gradual deterioration; 5) We will provide You with the services during Your Period Of Membership provided You (d) loss or damage arising from the interruption or disconnection of the gas, water or observe all these Terms and Conditions. electricity services to the Home; (a) all requests for Emergency Assistance must be made to NatWest Black Card Personal (e) costs of the restoration of any decoration, fixtures or fittings needing to be removed or Assistant Service on 0845 602 5225 within 24 hours of discovering the Emergency and replaced in the process of providing Emergency Assistance; not direct to an Authorised Repairer otherwise the membership benefits will not apply; (f) loss or damage, however caused, to personal items, such as paintings, electrical goods, (b) You must produce the relevant identification at the request of the Authorised Repairer jewellery, clothing, etc; or Our other nominated agent; (g) loss or damage arising from disconnection or interruption of mains services by the (c) if any loss, damage or expense included within this membership is covered by any other deliberate act of the Utility Company concerned or any equipment or services which insurance, maintenance contract, guarantee or warranty, We will not pay more than are the responsibility or property of the Utility Company; Our rateable proportion; (h) any cost relating to the attempted repair by You or any person authorised by You; (d) this membership does not cover normal day to day maintenance of Your Home for (i) any defect, damage or failure caused by malicious or wilful action, negligence, which You are responsible. Nor does it pay for replacing items that need to be replaced misuse, third party interference or faulty workmanship, including any attempted as a result of natural wear and tear or gradual deterioration; repair or modification which does not comply with recognised industry standards; (e) You must co-operate with Us in obtaining reimbursement of any costs We incur under (j) any Emergency in a Home that has been Unoccupied for more than 30 consecutive the terms of this cover, which may have been caused by the action of a third party days, except where included under 5)(g); against whom You have a legal right of action; (k) the cost of repairing faults or damage caused by fire, lightning, explosion, earthquake, (f) You must take all reasonable steps to prevent any loss, damage or breakdown and flood, storm, subsidence, heave or landslip, malicious damage, theft or attempted theft to maintain the Home, its systems and appliances in good repair; (except where in relation to locks, doors and windows), structural repairs, alteration, (g) in consideration of Your Home not being Your principal residence, the following demolition or the use of defective materials; amendments are made to the membership: (l) any loss arising from movement caused by bedding down of new structures, When Your Home is left Unoccupied for more than 30 consecutive days, it is a demolition or structural repairs or alterations to the Home, faulty workmanship or the condition of the membership that: use of defective materials, or river or coastal erosion; I. all water, gas, electricity and oil supplies be turned off at the mains unless required to keep the central heating system in constant operation to maintain an air temperature of at least 5°C (40°F); 5 II. during the period 1 October to 31 March inclusive, the water system be turned In the event of your death, the insurer will pay NatWest the outstanding balance on your off at the mains and drained or, if Your Home is centrally heated, the central agreement as at the date of death (including interest), less any sum over your agreed credit limit. heating system be kept in constant operation to maintain an air temperature of at least 5°C (40°F). Are You Eligible? III. Your Home is inspected at least once a week by a responsible person; On the commencement date you must: (h) spare or replacement parts may not be from the original manufacturer and will not • Be aged between 18-64; necessarily be a like-for-like replacement. We cannot be held responsible for delay in • Be working in the UK including self-employment for at least 16 hours per week, supplying spare or replacement parts; or where applicable, you are on statutory maternity or paternity leave; (i) replacement of boiler parts is subject to availability; • Be named as the principal cardholder under your agreement. (A claim cannot be (j) We will not be responsible for any consequential loss arising from the provision of, considered for additional cardholders.) or delay in providing the services under this membership; What are the Significant Exclusions and Limitations? (k) these Terms and Conditions represent the entire agreement of the parties on the The cover is subject to exclusions, all of which are fully explained in section 4A and 4B titled matters in question; ‘What Are You Not Covered For?’ in the policy wording. However, listed below are the significant (l) this membership is between You and Us. No one else has any rights they can exclusions and limitations for your information: enforce under this membership except those they have by law.

Correspondence Address: Type of cover Significant Exclusions or Limitations NatWest Black Card Home Emergency Service, PO Box 300, Leeds LS99 5GF. Unemployment • Knowledge of impending unemployment NatWest Black Card Home Emergency Service is underwritten by UK Insurance Limited, • Unemployment occurring during the initial exclusion The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England No. 1179980, period of 30 days authorised and regulated by the Financial Services Authority. • Voluntary resignation/redundancy • You must register with the Department for Work and Pensions to be able to claim NATWEST BLACK CARD PAYMENT PROTECTION • Self-employed and not ceased trading Statement of Demands and Needs Accident and Sickness • Related to a normal childbirth or pregnancy We have not provided you with a personal recommendation as to whether this policy is suitable • Wilful acts including cosmetic and beauty treatments for your specific needs. • Alcohol and drugs related This product meets the demands and needs of those NatWest Black Card customers who wish to ensure that their outstanding credit card balances are covered against loss of earnings and death under the terms covered in the policy. What is the Duration of the Policy? Your Policy Summary Your cover will run in conjunction with your NatWest Black Card. As this is a monthly policy which Please read this document carefully. Please refer to your policy wording for full terms and could run for several years, you may want to review your insurance needs periodically to ensure conditions. This document does not form part of the contract between you and your insurer. the policy is adequate.

Please read your policy carefully to ensure it meets your needs. Your Right to Cancel If this cover does not meet your requirements, please return all your documents within 30 days of Who is the Insurer? receipt. The insurer will return any premium paid in full provided no claims have been made on the Accident, Sickness and Unemployment cover is underwritten by UK Insurance Limited. policy during that time. Life cover is provided by Direct Line Life Insurance Company Limited. Should you choose to cancel your policy after the initial 30 days following receipt of your documents the insurer requires 30 days’ notice. You will be charged for the statement month you What are the Features of NatWest Black Card Payment Protection? are in and your policy cancelled and the final premium collected on the date of your next statement. This NatWest Payment Protection policy can repay 10% of the outstanding balance on your NatWest Black Card if you are unable to work for more than 14 days in a row as a result of accident, sickness and unemployment.

6

How Do You Make a Claim? Section 6 – How Can You Change Your Claim? To notify the insurer in the first instance, please telephone 0845 601 3204, Section 7 – Important Information Textphone 0800 051 3030. Section 1 – Are You Eligible? How Do You Make a Complaint? Should there ever be an occasion where you need to complain, please call the insurer on On the Commencement Date You must: 0845 601 3204, Textphone 0800 051 3030. • Be aged between 18-64; If you wish to write, then address your letter as follows, • Be Working, including Self-Employment for at least 16 hours per week, or where Customer Liaison Unit, UK Insurance Limited, The Wharf, Neville Street, Leeds, LS1 4AZ. applicable, You are on statutory maternity or paternity leave; If the Insurer is unable to resolve the differences or does not resolve the complaint to your • Be named as the principal cardholder under Your Agreement, have applied for cover satisfaction, you may refer it to the Financial Ombudsman Service (FOS). Their address is: and agreed to pay the appropriate monthly premium. (A claim cannot be considered for South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone 0845 080 1800. additional cardholders.)

Details About Our Regulator If You are Working but are absent from Work at the Commencement Date due to accident or UK Insurance Limited and Direct Line Life Insurance Company Limited are authorised and sickness, Your Accident and Sickness cover will not start until You have returned to Work for a regulated by the Financial Services Authority. The Financial Services Authority website which continuous period of at least one calendar month. includes a register of all regulated firms can be visited at www.fsa.gov.uk/register or the Financial Section 2 – Meaning of Words and Phrases Services Authority can be contacted on 0845 606 1234. Under the Financial Services and Markets Act 2000, should UK Insurance Limited or Direct These are listed in alphabetical order and have the following meanings whenever they appear Line Life Insurance Company Limited be unable to meet their liabilities to policyholders, in bold within the policy. compensation may be available. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Agreement – The credit card agreement, to which this cover applies, between You and Information can be obtained on request, or by visiting the Financial Services Compensation the Lender. Scheme website at www.fscs.org.uk. Carer – Being completely without Work solely due to the need to care for an immediate family member that requires care for at least 25 hours per week (spouse, PAYMENT PROTECTION – TERMS AND CONDITIONS partner, parent, child) and being registered with Your local Social Services Department as a Carer (having undertaken a Community Care Assessment or For Your NatWest Black Card Carer’s Assessment that concludes that an immediate family member requires care for at least 25 hours per week). Important – Please read this document carefully and keep it in a safe place. Make sure that You are eligible for the insurance cover. You should make sure You know what this insurance does Commencement and does not cover. If You are not completely satisfied, return this document, with a covering Date – The date on which You signed Your Agreement or the date the Insurer letter stating Your name, address and credit card details, within 30 days following initial receipt accepts You for insurance if this is later. to Your Lender. The Lender will cancel the cover from the Commencement Date and refund the premium paid, provided no claim has been made. Cover is for one calendar month at a time and is Doctor – A UK registered medical practitioner, practicing in the UK, other than You or automatically renewed every month until the End Date. Your relatives.

The information given to the Insurer orally, in writing or otherwise and in the application forms the End Date – The earliest of the following dates: basis of the contract between You and the Insurer. You must tell the Insurer of any change to this • Your Agreement ends or is cancelled information as soon as possible, as failure to do so could affect the cover provided. • Your 65th birthday • All payments due to the Lender under the Agreement have been paid Contents • The date of Your death Section 1 – Are You Eligible? • You permanently retire (You must tell the Insurer if You retire before Section 2 – Meaning of Words and Phrases the age of 65) Section 3 – What Are You Covered For? • You miss paying 3 monthly premiums in a row. Section 4 – What Are You Not Covered For? Section 5 – How Do You Make a Claim? 7 Incurred – • For Accident and Sickness claims – the day after Your last day in Work UK – The United Kingdom, the Channel Islands and the Isle of Man. Date • For Unemployment claims – the date when You first knew You would be made Unemployed Unemployment/ – A period when You are out of Work or Temporary Work involuntarily and: • For Life claims – the date of Your death. Unemployed • You are actively seeking Work • You are not in receipt of, or entitled to, any pay in lieu of notice Insurer – UK Insurance Limited for Accident, Sickness and Unemployment cover • You have throughout Your claim been registered with the appropriate and Direct Line Life Insurance Company Limited for the Life Insurance cover. authority (the Department for Work and Pensions). If You have been Lender – National Westminster Bank Plc. entitled to make reduced National Insurance contributions in the past or You are aged over 60 and are in receipt of pension credits then Major – a heart attack, cancer (excluding skin cancers other than melanoma), You do not need to be registered with the Department for Work Illness a stroke (otherwise known as cerebro-vascular accident lasting longer than and Pensions. 24 hours), coronary by-pass, kidney failure (requiring dialysis) or major organ transplant (receiving a heart, liver, lung, pancreas, kidney or bone marrow) Please note – if You are seeking Work in the EU for a period of up to which leaves You unable to carry out the duties of Your Normal Occupation. 3 months, You must make arrangements with the Department for Work and Pensions to register as Unemployed in the country You are going to. Monthly – 10% of the Outstanding Credit Card Balance on Your Agreement on the You must obtain a form E303/3 from the Pensions Service in Newcastle Benefit Incurred Date or £10, whichever is more. If Your Outstanding Credit Card before leaving the UK. Balance on the Incurred Date was nil, then Your Monthly Benefit will also be nil. War – Armed conflict between states, organisations, or domestic factions of opposing citizens of the same country, characterised by lethal violence Normal – Your paid occupation immediately before Your accident or sickness, or similar between combatants or against civilians. Occupation occupation that You are able to perform or may reasonably become qualified to perform, based on Your education, training and ability. Work/ – Being in paid employment or Self-Employment, for at least 16 hours a week Working in the UK, or on statutory maternity or paternity leave. Off Sick – A period when You are unable to carry out the duties of Your Normal Occupation due to accident or sickness as certified by a Doctor, which You/Your – The principal cardholder under Your Agreement. starts during the Period of Cover. You must be under the regular care and Section 3 – What Are You Covered For? attention of a Doctor. Accident and Sickness Cover Outstanding – The amount You still owe to the Lender under the Agreement If You are Off Sick for a continuous period of at least 14 days during the Period of Cover, the Credit Card (including interest). Insurer will pay to the Lender a sum equivalent to the Monthly Benefit divided by the amount Balance of days that are in the month You are unable to Work, for each consecutive day that You are Period – The period from the Commencement Date to the End Date. Off Sick. The payment will be made on a monthly basis. This entitlement will continue until the of Cover maximum of 12 Monthly Benefits per claim has been paid, or until the cover End Date, whichever happens first. Self- – Actively Working in a profession or business alone or in a partnership and Employed/ paying Class 2 National Insurance under the Social Security Contributions For example if Your Monthly Benefit is £300 and You are Off Sick for 20 days in November, the Self- and Benefits Act 1992 and liable to pay income tax under Schedule D of the payment You will receive will be worked out by dividing Your Monthly Benefit by the number of Employment Income and Corporation Tax Act 1988, or a company director who is a days in the month and then multiplying by the number of days in the month that You have been controlling director. Off Sick, which in this example would mean You would be entitled to £200.

Specialist – A Doctor who holds, or has held, a consultant appointment in an NHS hospital If You are Off Sick for two periods, both resulting from the same cause, that are separated by in a specialty relevant to Your condition. three months or less, the Insurer will treat this as one claim, but will not pay any Monthly Benefit for the time in between. Otherwise, if the cause is the same condition and if the period of time Temporary – Work that is not permanent and is not governed by a contract of employment, between the two claims is more than 3 months, You will not be able to make the second Accident Work fixed or otherwise, and is not Self-Employment. Also Work that is seasonal and Sickness claim until You have been back at Work for six continuous months. or irregular. 8

(This will not apply if the cause is the same and is defined under this policy as a Major Illness Section 4 – What Are You Not Covered For? which will mean You will be able to make a claim within this period. The Insurer will treat this claim and the previous claim as one claim, but will not pay any Monthly Benefit for the time A. This policy does not cover You for any Accident, Sickness or Unemployment claim arising in between.) wholly or partly from: If, however, You are Off Sick for a different cause, You will not be able to make a second • Normal pregnancy (including multiple pregnancy) or childbirth, including delivery Accident and Sickness claim until You have been back at Work for at least 30 consecutive days by caesarean section or any other medically or surgically assisted delivery which does between each claim. not cause medical complications. This exclusion does not apply to any complication of pregnancy, which is diagnosed by a Doctor, or a Specialist in obstetrics; After the maximum of 12 Monthly Benefits has been paid for any period of accident and • Your wilful or deliberate acts during the Period of Cover; sickness, further claims for accident or sickness must be preceded by: • Anything which occurs as a result of taking alcohol or drugs, unless they are taken under the direction of a Doctor and are not for the treatment of drug addiction; • 6 consecutive months in Work if the reason for claiming is as a result of the same cause • War; • 30 consecutive days in Work if the reason for claiming is as a result of the new cause. • Any medical operations or treatments not medically necessary, including cosmetic or beauty treatments. Unemployment Cover If You are Working and become Unemployed for a continuous period of at least 14 days during B. This policy does not cover You for any period of Unemployment: the Period of Cover, the Insurer will pay to the Lender a sum equivalent to the Monthly • Which occurred before the Commencement Date; Benefit divided by the amount of days that are in the month that You are out of Work, for each • If You are informed, within the first 30 days immediately after the Commencement consecutive day that You are Unemployed. The payment will be made on a monthly basis. This Date, that You are to lose Your employment or You knew it to be impending at the entitlement will continue until the maximum of 12 Monthly Benefits has been paid, or until the Commencement Date, whether or not You had received official notice; cover End Date, whichever happens first. • If You received, or are entitled to receive payment in lieu of notice. After this period You will have to be Unemployed for 14 days in a row before You will be able to make a claim; For example if Your Monthly Benefit is £300 and You are Unemployed for 20 days in November, • If it results from Your resignation, voluntary redundancy or early retirement or if You are the payment You will receive will be worked out by dividing Your Monthly Benefit by the number Self-Employed and Your business voluntarily ceases trading; of days in the month and then multiplying by the number of days in the month that You have been • If it results from Your dismissal which is caused by Your own misconduct; Unemployed, which in this example would mean You would be entitled to £200. • If it results in the non-renewal of a fixed-term contract; however this exclusion will not If two periods of Unemployment are separated by three months or less, the Insurer will treat this apply if You are Working on a regularly renewable contract and benefit will be paid if; as one claim, but will not pay any Monthly Benefit for the time in between. If the two periods – You have been on a contract with the same employer for at least 12 months and of Unemployment are separated by more than three months, You will not be able to make the had the contract renewed at least once; second Unemployment claim, until You have been back at Work for six continuous months. – You have been under contract with the same employer for a period of 24 months; – You were originally Working on a permanent basis with the same employer but If You are receiving Unemployment benefit and want to start Temporary Work which will were transferred to a fixed-term contract by the employer without a break in Work; continue for less than six months, please tell the Insurer before You start this Work. The Insurer – You are Working on a contract which is not regularly renewable but individually will not pay any Monthly Benefit during the period of Temporary Work. However, when the negotiated, and You have been with the same employer for at least 6 months and Temporary Work finishes, Your Unemployment claim may continue in which case the Insurer had Your contract renewed at least twice, and Your contract is terminated before will treat this as one continuous claim until the End Date or until the maximum of 12 Monthly it was due to expire. If this is the case, then subject to the terms of the policy, the Benefits has been paid. Insurer will restrict payments to the period up to the original contract expiry date. • If You are Self-Employed and Your business stops trading temporarily; If Your Work ends due to the need for You to become a Carer, You may claim under this section. • If You have been in Temporary Work for less than 6 months; You will however be required to provide evidence to substantiate Your claim, which is detailed in – However, if You are claiming under the Policy and You take any Temporary Work, ‘Section 5 – How Do You Make A Claim?’ which lasts less than 6 months, the claim will freeze while You are in Temporary Work. Life Cover When the Temporary Work finishes, Your claim will continue from the point it was In the event of Your death during the Period of Cover, the Insurer will pay the Lender the at before You took the Temporary Work (with any accumulated time that was put Outstanding Credit Card Balance at that date, less any amount over Your agreed credit limit. towards fulfilling the 14 day waiting period, continuing once the Temporary Work (has ended).

9 Section 5 – How Do You Make a Claim? If You or Your partner are receiving any State benefit, You should advise the appropriate authority if You are also claiming under this policy. In some circumstances, the amount of To notify the Insurer of a claim in the first instance You (or Your personal representatives for a Life Monthly Benefit You receive under this policy may affect Your entitlement to State benefit. claim) should telephone the Helpline number on 0845 601 3204, Textphone 0800 051 3030 to Your local employment authority will be able to provide You with further information. request a claim form. The Helpline is open 9am to 5pm, Monday to Friday. Calls may be recorded.

Please fill in the form fully and accurately, and where applicable arrange for Your Doctor, an Section 6 – How Can You Change Your Claim? official of the Department for Work and Pensions and Your employers to fill in the appropriate sections, and return it to the address shown on the form. If the Insurer is paying an Accident or Sickness claim and You become Unemployed or vice versa please tell the Insurer as soon as possible. In order to verify Your claim, You will have to provide any proof that is reasonably asked for (at Your own expense, if any). If adequate proof is not received Your claim may not be paid. Depending on the situation the Insurer may send You a new claim form, which will need completing by Your Doctor/employers and/or Department for Work and Pensions to ensure Your claim is valid. You (or Your personal representative for a Life claim) may also be asked for more information, for example: The Insurer will treat Your Accident, Sickness and Unemployment claims as one continuous Life claims claim and payments will continue without a further waiting period up until the End Date or until • an original death certificate (in English) or an office copy Grant of Probate/Letters of the maximum number of Monthly Benefits has been paid. Administration. Accident and Sickness claims • a certificate from Your Doctor and employer saying that You are not Working; You Section 7 – Important Information may also be required to be examined (at the Insurer’s expense) by a Doctor of the Your Right to Cancel Insurer’s choice. If this cover does not meet Your requirements, please return all Your documents within Unemployment claims 30 days following initial receipt to NatWest Black Card Personal Assistant Service, PO Box 5747, • a copy of the Jobseeker’s Agreement that You signed with the Department for Work and Southend-on-Sea SS1 9AJ, with a covering letter stating Your name, address and credit card Pensions, or a record of any job applications You have made. If You are Self-Employed the details. Your cover will be cancelled and any premium paid will be returned in full provided no Insurer will require satisfactory proof of Your bankruptcy or the involuntary insolvency of claims have been made on the policy during that time. Your business and ceasing to trade. Carers Should You choose to cancel Your policy after the initial 30 days following receipt of Your documents • evidence that You are required to care for an immediate family member, a Community the Insurer requires 30 days’ notice. You will be charged for the statement month You are in and Care Assessment or Carer’s Assessment and that You were not aware of the need for You Your policy will be cancelled and Your final premium collected on the date of Your next statement. to become a Carer at the Commencement Date. Complaints Procedure You will also be asked to fill in a continuation claim form (at Your own expense, if any) for each Should there ever be an occasion where You need to complain, please call the Insurer on month that You continue to claim for Accident and Sickness or Unemployment. You should send 0845 601 3204, Textphone 0800 051 3030, lines are open 9am-5pm Mon-Fri. Calls may be this to the Insurer on a monthly basis unless otherwise stated. Your claim may be delayed if the recorded. If You wish to write, then address Your letter to Customer Liaison Unit, Insurer cannot verify it because You are late in sending the Insurer Your continuation claim form. UK Insurance Limited, The Wharf, Neville Street, Leeds LS1 4AZ. As soon as You go back to Work You should tell Your Insurer, so that the correct final payment can be made and Your claim closed. If the Insurer is unable to resolve the differences or does not resolve the complaint to Your satisfaction, You may refer Your complaint to the Financial Ombudsman Service (FOS). Their Any claim supported by a false declaration or found to be fraudulent, unfounded or intentionally address is: South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone 0845 080 1800. exaggerated will not be paid. If this happens, or if You carry on claiming after You have returned to Work, Your insurance will be cancelled and action will be taken to recover any overpayments. If You do refer Your complaint to the Financial Ombudsman Service, this will not affect Your right to take legal action. The Insurer will only pay one type of benefit (Accident, Sickness or Unemployment) at a time. All Monthly Benefits will be paid to the Lender. A copy of the Insurer’s complaints procedure leaflet is available on request.

10

Choice of Law Connected Companies The law applying to this insurance shall be the law of England and Wales unless there is a written NatWest, UK Insurance Limited and Direct Line Life Insurance Company Limited are connected agreement to the contrary. companies as they are all members of The Royal Bank of Scotland Group.

Claims Investigations In the event of a claim, any information, which You provide or have provided to the Insurer, will be YOUR INFORMATION put on the Register of Claims through which insurers share information to prevent fraudulent claims. A list of participants and the name and address of the operator are available from the Insurer. Who we are Accident, Sickness, Unemployment and Accidental Death cover is arranged by National Cost Westminster Bank Plc and underwritten and provided by UK Insurance Ltd (“UKI”) and The cost of this insurance is 78p (including Insurance Premium Tax) per £100, or part thereof, of Direct Line Life Insurance Company Limited (“DLL”). the highest balance on the credit card in the statement month. This will be calculated monthly and added to Your Outstanding Credit Card Balance. You are giving Your information to National Westminster Bank Plc, UKI and DLL who are all members of the Royal Bank of Scotland Group (the Group). In this information statement ‘we’, ‘us’ Termination of Contract and ‘our’ refers to National Westminster Bank Plc, UKI and DLL unless otherwise stated. The Insurer has the right to cancel Your policy by giving You 30 days’ written notice at Your last known address. You also have the same right. The Insurer will continue paying Monthly Benefits For information about our Group of companies please visit www.rbs.com and click on ‘About Us’, under the terms of the policy for any valid claim which is being paid at the cancellation date. or for similar enquiries please telephone 0131 556 8555 or Textphone 0845 900 5960.

Business Language Used Your electronic information The language used in this and all other documents relating to this policy is English. All future If You contact us electronically, we may collect Your electronic identifier e.g. Internet Protocol (IP) communications both verbal and written will be in English. address or telephone number supplied by Your service provider.

Assignment How we use Your information and who we share it with You cannot transfer Your rights or interest in this policy to any other person. If the Insurer Your information includes data about Your transactions. transfers their rights and interests in this policy to any other person Your rights and interests under We may use and share Your information with other members of the Group to help us and them: this policy will not be diminished and the level of service received under this policy will not be • assess financial and insurance risks; diminished. • recover debt; • prevent and detect crime; The Insurers • understand our customers’ requirements; Accident, Sickness, and Unemployment Insurance is underwritten and provided by UK Insurance • develop and test products and services. Limited, Registered Office, The Wharf, Neville Street, Leeds, LS1 4AZ. Registered in England No. 1179980. The Life Insurance is underwritten and provided by Direct Line Life Insurance We do not disclose Your information to anyone outside the Group except: Company Limited, 6 Atlantic Quay, 55 Robertson Street, Glasgow, G2 8JB. Registered Office, • where we have Your permission; or 3 Edridge Road, Croydon, Surrey, CR9 1AG. Registered in England No 2199286. • where we are required or permitted to do so by law; or Both companies are authorised and regulated by the Financial Services Authority. • to other companies who provide a service to us or You; or • where we may transfer rights and obligations under this agreement. Details About Our Regulator The Financial Services Authority website which includes a register of all regulated firms can be We may transfer Your information to other countries. If we do this we will ensure that anyone visited at www.fsa.gov.uk/register, or the Financial Services Authority can be contacted on to whom we pass it provides an adequate level of protection. 0845 606 1234. UK Insurance Limited is entered in the FSA’s register under number 202810, From time to time we may change the way we use Your information. Where we believe You may Direct Line Life Insurance Company Limited is entered under number 170956. not reasonably expect such a change we shall write to You. If You do not object to the change Under the Financial Services and Markets Act 2000, should the company be unable to meet all within 60 days, You consent to that change. its liabilities to policyholders, compensation may be available. Insurance contracts are covered Sensitive Information for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Some of the personal information we ask You for may be sensitive personal data, as defined by Information can be obtained on request, or by visiting the Financial Services Compensation the Data Protection Act 1998 (such as information about health or criminal convictions). We will Scheme website www.fscs.org.uk. 11 not use such sensitive personal data about You or others except for the specific purpose for which NatWest Black Card Protection is provided by Card Protection Plan Limited (CPP) who arrange You provide it and to provide the services described in Your policy documents. Please ensure cover with ACE European Group Limited, ACE Building, 100 Leadenhall Street, London EC3A 3BP. that You only provide us with sensitive information about other people with their agreement. (FSA authorisation No. 202803).

Fraud prevention agencies Benefits: If false or inaccurate information is provided and fraud is identified or suspected, details may • Make one phone call to cancel all your cards be passed to fraud prevention agencies. • Up to £1,000 cover against fraudulent use of your cards so long as CPP is notified within 24 hours of discovering loss/theft and up to £50,000 thereafter (policy section B1) Law enforcement agencies may access and use this information. • Cash advance (section B8) • Hotel bill advance (section B3) We and other organisations may also access and use this information to prevent fraud and • Replacement travel tickets (section B9) subject to status and repayable within 28 days money laundering, for example when: • CIFAS protective registration if you lose personal documents (section B11) • checking applications for, and managing credit and other facilities and recovering debt; • 1 year and 3 year cover available. Where 3 year cover is chosen you should review cover • checking insurance proposals and claims; periodically to ensure this remains adequate • checking details of job applicants and employees. • 14-day statutory cooling off period from the start date detailed in your welcome pack with We, and other organisations that may access and use information recorded by fraud prevention a money back guarantee agencies, may do so from other countries. Exceptions: We can provide the names and addresses of the agencies we use if You would like a copy of • Unauthorised card use cover is not available if you use your Black Card in a way not Your information held by them. Please contact us at the Bromley address below. The agencies permitted or someone else at your home uses the card without permission (section A2) may charge a fee. For claims on your policy or complaints telephone 0870 120 1022 (Typetalk 18001 0870 120 1022). If You would like a copy of the information UKI or DLL hold about You, please write to: If dissatisfied you may be able to refer to the Financial Ombudsman Service (phone: 0845 080 1800). The Data Protection Officer, Regulatory Risk Department, Churchill Court, Westmoreland Road, CPP and ACE are members of the Financial Services Compensation Scheme so you may be entitled Bromley BR1 1DP quoting Your reference. A fee may be payable. to compensation if we cannot meet our obligations. Insurance advising and arranging is covered 100% for the first £2,000 and 90% for the remainder of the claim, without upper limit. If You would like a copy of the information NatWest hold about You, please write to: The Data Protection Officer, Retail Regulatory Risk, 2nd Floor, Business House B, PO Box 1000, Gogarburn, Edinburgh EH12 1HQ. CARD PROTECTION – TERMS AND CONDITIONS Definitions Abroad – In a country other than England, Scotland, Wales or Northern Ireland. CARD PROTECTION Card – Your credit, charge, cash, cheque, debit, store and other cards as shown in Statement of demands and needs the schedule or reported to us before or at the time you report a card loss. We have not provided you with a personal recommendation as to whether this policy is suitable Card loss – Loss by you or theft from you of a card during the period of insurance. for your specific needs. CIFAS – A not for profit membership organisation dedicated solely to the prevention If you do not have insurance cover, which of financial crime in the United Kingdom. (i) provides an emergency cash advance; and/or Claim – Any claim you make under this policy. (ii) covers costs incurred through the misuse of your cards when they are lost or stolen; and/or Commission – 5p a year. (iii) enables you to cancel all missing cards in one phone call, this Card Protection policy will Communication – The cost of a phone call, fax or letter. meet your needs. costs Cover – The benefits available to you under this policy. Your Policy Summary CPP – Card Protection Plan Limited (registered number 1490503). About our services Fee – The difference between the premium, the commission and the total amount NatWest Black Card Protection is provided by Card Protection Plan Limited (CPP). you must pay. Registered office: Holgate Park, Holgate Road, York YO26 4GA. (FSA Registered No. 311489.) Home – The place where you live, which you have given us the address for, before This is a summary of cover only. Full details are included in your policy pack sent on acceptance making any claim. of your application and at each renewal. 12

Insurer – ACE European Group Limited (registered number 01112892) whose UK If you report the loss of important documents, such as your passport or driving licence, we will, Head Office is at ACE Building, 100 Leadenhall Street, London EC3A 3BP. with your consent, pass your name and address and your date of birth onto CIFAS for the Issuer – The issuers of the cards. purposes of fraud prevention in the UK. This information will be made available to the members Main policyholder – The person you have told us is responsible for this policy. of CIFAS and participating fraud prevention agencies who may use and search these records to: Pay card – The card from which the fee, the commission and the premium will • help make decisions about credit and credit-related services requested in your name or the be collected. names of other members of your household; Period of insurance – The period of insurance starting on the start date during which you • help make decisions on motor, household, credit, life and other insurance policies, and receive cover under this policy. insurance claims for you and members of your household; Personal belongings – Your handbags, wallets, purses, briefcases or the like in which you • trace debtors, recover debt, prevent fraud and to manage your accounts or insurance kept the cards at the time of their loss or theft. policies; or Personal items – Any luggage that you own other than personal belongings. • check your identity to prevent money laundering, unless you provide satisfactory proof Policy – These terms and conditions and the schedule, and any changes to either of identification. of these. To help us assess whether you qualify for emergency financial help, we will check your credit Premium – 45p a year or any other amount we agree with you from time to time. rating with a credit reference agency who will keep a record of this enquiry. Other organisations Renewal date – The renewal date shown in the renewal letter which we send you or using the agency may then use this information for credit assessments or to trace debtors and which we tell you about at any other time. prevent fraud. Schedule – Computer printouts of card numbers and personal details which we send you from time to time. We and our approved suppliers may also use your personal information to contact you about Start date – The start date shown in your welcome letter which we send you. goods and services that might interest you or invite you to take part in market research surveys. Unauthorised use – Use of the card by someone else other than you following card loss. You may be contacted either by post, phone or email for these purposes. If you would prefer United Kingdom – England, Scotland, Wales and Northern Ireland. this not to happen, please let us know when you register your cards or call us at any time if you We, us, our – Card Protection Plan Limited (registered number 1490503) acting as change your mind. To avoid contacting you unnecessarily about products you may already have, an agent for the insurer. we will compare your details with information on prospect files prepared by our business partners. Year – A period of 12 months in a row. When we do this we may need to tell your card issuers that you have a policy with us and disclose You, your – The person or people whose names appear in the schedule. enough personal data to enable your card issuers to identify you on these files.

By taking out this policy you consent that for the better performance of this contract we may Data protection notice transfer your data outside the European Economic Area. If we do transfer your data outside the Your personal details European Economic Area we will make the appropriate checks to ensure your data is adequately We will use the information you provide to: protected. You have a right to see all the information we hold about you. If you would like to see • manage your card protection policy; this information, please write to: • collect payments when due; and The Compliance Manager • process any claim you make in connection with lost or stolen cards. NatWest Card Protection We will collect the payment from the card that the main policyholder has told us is the pay card. Holgate Park If you no longer want your policy to cover the pay card, we will collect your payments from any York other card you have registered with us. YO26 4GA. If you report a lost card to us, we will pass your name and address and the details of the card to the card issuer so that they can cancel it and provide a replacement. If you tell us that your address Please note that there will be a separate administration charge for this service. has changed, we will pass your new address details to your card issuers so that they can update their records. We may also ask your card issuers for details of changes in your address so that we Your contract with CPP can update our records. We may ask your card issuers to tell us about changes in your address You have a contract with CPP separate from your contract with the insurer whereby CPP and other personal and financial details so we can update your policy records. introduces you to the insurer and acts as intermediary in connection with the making of your This may include but is not limited to asking for updated or new card numbers or bank account contract contained in your policy. If you take up the policy you are obliged to pay CPP the fee in details and for information about changes to any personal contact details (e.g. phone or fax or consideration of its introductory services. This means you will have made contracts with both CPP email addresses). We may pass your personal information to our approved suppliers so that we and the insurer. The obligations of CPP under its contract with you are discharged by performance can send correspondence to you. when you take up the policy at the expiry of the cooling-off period. 13 Who is covered ACE European Group Limited Policies are for a main policyholder and up to four other cardholders. All of these people must live Ashdown House at the same address and agree that we can release their details to the others insured under their 125 High Street policy. We collect the payments from a card which the main policyholder has told us is the pay Crawley card. If you no longer want your policy to cover this card, we will collect payments from any other West Sussex card you have registered with us. RH10 1DQ. We may communicate with any policyholder, and ask permission from them on behalf of all other policyholders to: If you are still not satisfied, you can take the matter to: • register cards and valuable documents onto a policy; or The Financial Ombudsman Service • report a lost card; or Insurance Division • make contact with the card issuers; or South Quay Plaza • provide permission for marketing purposes; or 183 Marsh Wall • process a claim. London However, we need permission from the main policyholder to amend the main policyholder’s E14 9SR. personal details, report a change of address, change the payment details and cancel the policy Please note that the Ombudsman will not be able to help unless you have first taken your or change its term. complaint to the insurer. Key tags Claims We will provide one key tag per registered policyholder. If you need to make a claim on your policy, please call us any time on 0870 120 1022. We will Cooling off periods then send you a claim form to fill in and return to us. All claims must be received within one year Remember that you have a right to cancel your policy. If you decide to cancel within 14 days of the date of card loss. Please remember to include all the documents that we ask for, including of your start date, please call us on 0870 120 1022 and we will cancel your policy right away. original receipts (not copies) for any expenses claimed for. If you do not, we will not be able to As long as you have not made a claim, we’ll refund the payment you have made. process your claim until we have received them. If we have received all the documents that we If you choose to cancel your policy within 14 days of your renewal date, please call us and we will need, we aim to process claims within 14 days. cancel your policy right away. As long as you have not made a claim since your renewal date, If you are unhappy with a decision we have made you have the right to appeal. If you would we’ll refund your renewal payment. like to appeal, please write to: The Appeals Team Please note that if you choose to cancel your policy after the cooling off periods shown above, NatWest Card Protection you will not be entitled to a refund. Holgate Park York Complaints YO26 4GA. If at any time you want to tell us about a problem with your policy, please call us on 0870 120 1022. Please note that when processing and settling claims and appeals, CPP does so as agent for the Or you can write to the Complaints Manager at: insurer and not as agent for any policyholder. Accordingly, any amount due to you in settlement of a claim is not deemed in law to have been paid out until received by you. NatWest Card Protection PO Box 353 Who regulates us York CPP and the insurer are authorised and regulated by the Financial Services Authority (FSA). You YO24 4YS. can check this on the FSA’s register by visiting the FSA website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234. We will do our best to answer your query within five working days. If we have not replied to your complaint by then, we will send you an acknowledgement letter to keep you informed of progress. Recording calls If you are not happy with our reply, you can contact the insurer at: We record all phone calls to us. We do this to: • provide a record of the instructions we have received from you; • allow us to monitor quality standards;

14

• help us with staff training; and A3: Length of policy and premiums • meet legal and regulatory requirements. 1. This policy provides cover that begins on the start date and which continues for the All communications and policy documents will be in English unless otherwise agreed. period up to the renewal date in return for the premium and the fee. We will renew the We are committed to meeting the needs of our policyholders, including those with special needs. policy on the renewal date unless you contact us before that date and ask us not to. Our letters and other documents are all available in Braille, in large text or on audio tape. You 2. The premium and fees may change from time to time but they will not change for this can also contact us through Typetalk if you need to. If you would like to use any of these services, policy until the next renewal date. please contact us on 0870 120 1022. We will be happy to help. 3. You must pay all premiums and fees in advance. A4: Cancelling this policy Your policy 1. We will cancel your policy if we do not receive your premium on the date it is due. Please read this policy carefully. However, we may reinstate your policy if you then pay it. This policy sets out the cover that the insurer will provide during the period of insurance. It also 2. We will cancel your policy if you have at any time: sets out all the conditions, limits of liability and exclusions that apply to your cover. Your NatWest (a) given us false or incomplete information; or Black Card Protection service is provided by Card Protection Plan Limited acting as agents for the (b) agreed to help anyone try to take money from the insurer dishonestly; or insurer, ACE European Group Limited. The insurer pays CPP the commission in connection with (c) failed to meet the terms and conditions of this policy or to act openly and honestly your policy. All premiums paid in respect of your policy are deemed in law to have been paid to the towards us or the insurer. insurer when received by Card Protection Plan Limited. A5: Other insurance If there is any other insurance which covers any of the benefits set out in this policy, you A: General conditions and exclusions must tell us about this when you make a claim. We will not pay more than our share of any A1: Conditions claim covered by other insurance. Your cover under this policy depends on you meeting the following conditions. A6: Dishonest claims 1. You must meet all of the insurer’s terms and conditions. This applies to terms and If you make a claim which is in any way dishonest, we will refuse to pay any benefit. If we conditions set out here and any others which we change or add to this policy at pay benefit and later discover that your claim was dishonest, we will take steps to get the a later date. money back. 2. You must provide us with full and accurate information in connection with your cover. A7: Setting aside terms and conditions 3. You must follow your card issuer’s instructions and meet all their terms and conditions If we, or the insurer, chooses to set aside a term or condition of this policy, this will not when using their cards. We will not pay any claim where the card issuer tells us that you prevent us or the insurer from relying on that term or condition in the future. have not done this. The decision of your card issuer will be final. A8: Governing law 4. You must report lost or stolen cards to us by telephone within 24 hours of discovering This policy is governed by and must be interpreted in line with English law. We, the insurer the card loss. and you agree that any disputes may be settled only in the English courts. 5. You must do all that you reasonably can to avoid making a claim and keep your claims as low as possible. B: Cover and benefits 6. You must provide all the documents we ask for, including original receipts (not copies) B1: If you lose your card for any expenses claimed under this policy. 1. We will pay any amounts (including interest) which you have to pay to a card issuer 7. You must be over the age of 18 years old and live in the United Kingdom. as a direct result of unauthorised use. 8. You may not make a claim unless the premium and the fee have been paid. 2. We will also cover any amount which you have to pay for a replacement card (but not A2: Exclusions for an emergency replacement). 1. This policy does not cover your liability to a card issuer if: 3. When you report a card loss to us, we will contact the card issuer and ask them to • you use a card in a way which the issuer does not allow; or cancel the card and provide a replacement. • someone other than you who lives at your home uses the card without 4. We will regularly update the details set out in your schedule to make sure that card loss your permission. is reported to the correct issuer. 2. Every effort will be made to provide you with emergency funds in line with the terms and • We will not pay more than £50 of any claim where a card is kept by an Automated conditions set out in sections B3, B8 and B9 of this policy. However, there may be times Telling Machine (ATM). when it is not possible to arrange the transfer of funds to some countries or remote • We will not pay more than £1,000 of any claim relating to the period before you geographical locations due to events or conditions that are out of our control, reported the card loss. which we cannot be held liable for. • We will not pay more than £50,000 of any claim relating to the period after you 3. Expenses not supported by valid original receipts may not be covered. reported the card loss. 15 B2: Personal belongings If your keys are lost or stolen, we will: We will pay up to £100 for the cost of replacing personal belongings which are lost or stolen 1. pay phone or postage costs for anyone who finds them to return them to us; and at the same time as the card while you are away from your home. 2. let you know where your keys are or return them. • We will not pay anything unless: (a) you reported the loss to the local police immediately; and B7: Personal items (b) you have written evidence from the police of making a report (if this evidence is not If your personal items are lost or stolen, we will: available, we must be satisfied that you reported the matter). 1. pay phone or postage costs for anyone who finds them to return them to us; • We will not pay more than one claim per policyholder under this section in each year. 2. let you know where the items are; and • We will not pay the first £25 of each claim. 3. pay any costs you have to pay to get the items back to you. • You must provide original documentary evidence for the replacement items (for example, • We will not pay anything unless the personal items have been tagged or marked replacement receipts). with the identification labels we have provided. • You must tell us beforehand about, and we must agree to, the method of getting B3: Paying emergency hotel bills the items back to you. We will pay your hotel bill up to £1,500 per claim if: • We will not pay more than £200 for all claims under this section in each year. 1. you lose your card and report the loss to us while you are abroad; and • You must provide original documentary evidence showing the costs you have 2. you do not have any other way of paying the bill. incurred (for example, receipts). • You must ask us to pay the hotel bill when you ring us to report the card loss. • You must agree to us contacting a registered credit reference agency to check your B8: Emergency cash credit status before we pay the bill. If we are not satisfied with the result of that We will lend you cash up to £1,500 per claim for basic living expenses if: check, we may refuse to lend you any money. 1. some or part of your cash is lost or stolen at the same time as the card when you are • We will pay the hotel bill direct to the hotel. You must then repay the full amount away from your home; and of the hotel bill to us within 28 days. 2. you have no other way of getting credit or funds. • You must ask us for the emergency loan within 48 hours of the time when you ring B4: Replacement cash us to report the card loss. We will pay the face value of any cash or banknotes which are lost or stolen at the same • You must agree to us contacting a registered credit reference agency to check your time as the card while you are abroad. credit status before we provide the cash. If we are not satisfied with the result of • We will not pay more than £100 for all claims under this section in each year. that check, we may refuse to lend you any money. • We will not pay anything unless: • You must repay us in full within 28 days. (a) you have reported the loss to the local police immediately; and (b) you have written evidence from the police of making a report (if this evidence B9: Replacement travel tickets is not available, we must be satisfied that you reported the matter). We will lend you up to £2,500 per claim to replace travel tickets so that you can return to the • You must provide original documents to prove that you had the cash or banknotes destination nearest to your home. immediately before the loss or theft. We will do this if: 1. your travel tickets have been lost or stolen from somewhere other than your home B5: Passport and driving licence at the same time as the card; and you phone us to report the card loss. If your passport or driving licence is lost or stolen while you are abroad, we will: 2. you apply for replacement travel tickets at the time you phone us to report the card loss. 1. help you to arrange emergency replacements; and • If we have to buy replacement tickets for you, we will treat this as an emergency 2. pay any charges you have to pay for the issue of replacements while you are abroad. cash loan in line with the terms and conditions set out under section B8 of this policy. • We will not pay anything unless the loss or theft of the passport or driving licence happens and is reported to us at the same time as the card loss. B10: Communication costs • We will not pay more than £200 for all claims under this section in each year. We will pay any communication costs that you have to pay when you report a card loss • You must provide original documentary evidence to support your claim (for example, to us, the police and to any other insurer. receipts from a Consulate). • We will not pay more than £100 for all claims under this section in each year. • You must provide original documentary evidence to support your claim (for example, B6: Lost keys telephone bills or receipts). We will provide you with key tags so that anyone who finds your keys can contact us. 16

B11: Protective registration Table 2 – General Conditions and Exclusions If you lose personal documents we will register your personal details with CIFAS to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products For full details of these and other exclusions and limits please read the Terms & Conditions or services. General Conditions and Exclusions Policy Section CPP and Card Protection Plan are registered trademarks of CPP Group Plc® 2005. Card Protection Plan Limited. Registered Office: Holgate Park, York YO26 4GA. • No cover is provided for items insured by any other policy. See Section Registered in England No. 1490503. Authorised and regulated by the Financial • No cover is provided for wear and tear, depreciation or repair. specified in Services Authority. • No cover is provided for jewellery or watches in baggage unless carried Table 1. by hand and under the personal supervision of the cardholder. • No cover is provided for livestock, pets, plants or business goods. PURCHASE PROTECTION Statement of demands and needs Important Information We have not provided you with a personal recommendation as to whether this policy is suitable Your right to cancel the policy for your specific needs. This product meets the demands and needs of NatWest Black Card customers If having examined your policy you decide not to proceed with the insurance, you will have covering card purchases for theft, loss or accidental damage as described in your policy document. 14 days to cancel it starting on the day you receive the Terms & Conditions wording.

To cancel please write to the address or call the number shown on your Terms & Conditions wording. Your Policy Summary Purchase Protection is underwritten by Royal & Sun Alliance Insurance plc. The contract remains Claims in force for as long as you are a NatWest Black Card account holder. The following tables provide Should you wish to claim under your Purchase Protection policy you should call the Claims only a summary of the main policy benefits and the terms and conditions. For full details of these Helpline on 0845 600 0609 (Typetalk 18001 0845 600 0609) as soon as possible. You must and all the terms and conditions that apply you should read the Terms & Conditions wording, give us any information or help that we ask for. You must not settle, reject, negotiate or agree a copy of which will be provided at any time on request. On receipt of your Terms & Conditions to pay any claim without our written permission. Full details of how to claim are included in the wording, you will have time to decide if you wish to cancel the policy – see “Your right to cancel Terms & Conditions wording. the policy” for more information. Complaints Table 1 – Purchase Protection We aim to give customers a high standard of service at all times. If you are unhappy with the service provided for any reason or have cause for complaint you should initially contact the person who The following benefits are automatically included in your policy: arranged the policy for you or the manager of Royal & Sun Alliance Insurance plc at the address Features and Benefits Significant Exclusions Terms & Conditions Section shown in your Terms & Conditions wording. They will tell you what they will do to resolve your or Limitations concerns and how long it will take. Covers accidental damage to, Theft, loss or accidental ‘What is not covered’ In the unlikely event that you remain dissatisfied and wish to make a complaint, please contact us and loss or theft of, personal damage must occur within at the address below. property purchased by the 100 days of purchase. cardholder with their NatWest If the Customer Relations Office cannot resolve the matter to your satisfaction, we will provide Maximum amount for any you with our final response so that you can, if you wish, refer the matter to the Financial Black Card. The incident must claim/item is £25,000. occur in the United Kingdom, Ombudsman Service at the address below. If you make a complaint, your right to legal action Channel Islands or the Isle No cover for items under £50. against us is not affected. of Man. Total claim limit in any 12 month period is £25,000 Purchase Protection Financial Ombudsman Service Customer Relations Manager Insurance Division Royal & Sun Alliance The Financial Ombudsman Service Bowling Mill South Quay Plaza Dean Clough Industrial Park 183 Marsh Wall Halifax London HX3 5WA E14 9SR 17 Compensation Cover Royal & Sun Alliance Insurance plc is a member of the Financial Services Compensation Scheme We will insure items you purchase in full with your NatWest Black Card against accidental damage, (FSCS). This provides compensation in case any member goes out of business or into liquidation loss or theft anywhere in the United Kingdom, Channel Islands and Isle of Man for up to 100 days and is unable to meet any valid claims under its policies. The first £2,000 of a claim is protected from the date of purchase. Cover is only available to residents of the United Kingdom, Channel in full. Above this threshold, 90% of the remainder of the claim will be met. Further information Islands and Isle of Man. can be obtained from us or the FSCS. Limit of cover Other Important Information £25,000 in any 12 consecutive month period in respect of any one account, £25,000 for any one item. Termination of the contract We may cancel this policy by giving you at least 14 days’ notice at your last known address. What is not covered: The law and language applicable to the policy • Any item covered under any other insurance policy, or which would be covered but for the Both you and we can choose the law that will apply to this policy. The policy is governed by application of an excess or a limit under another policy, or where compensation provided the law which applies to the part of the United Kingdom, Channel Islands or the Isle of Man in by any guarantee or other agreement exists. which you normally live. The language used in this policy and any communications relating to • The first £50 of any claim. it will be English. • Travellers’ cheques, tickets of any kind, financial negotiable instruments, cash or equivalent, Royal & Sun Alliance buildings, food, beverages, fuel, animals, living plants or perishable goods. NatWest Purchase Protection is underwritten by Royal & Sun Alliance Insurance plc which is • Motor vehicles, mechanically propelled or assisted vehicles, caravans, trailers, aircraft, authorised and regulated by the Financial Services Authority as an insurance company and gliders and hang gliders, hovercraft, sailboards, surfboards, jetskis or boats and other to undertake insurance mediation under Registration No. 202323. You can check this on the mechanically propelled or assisted watercraft, or parts or accessories for any of them. FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the • Trade or business purchases. FSA on 0845 606 1234. • Household improvements of a structural nature. • Sports equipment whilst in use. • The following items will not be covered for loss, theft or damage in transit unless they are PURCHASE PROTECTION – TERMS & CONDITIONS carried in hand or are under the personal supervision of the insured: computer equipment, jewellery, audio, photographic or video equipment, furs, precious stones, watches, gold, The Insurance contract silver or other precious metal articles, medal, coin or stamp collections. This policy is a legal contract between you and us. • Theft from motor vehicles unless at the time of the loss: You must comply with all the conditions set out in this policy. If you do not, we may turn down – someone aged 16 or over was in the motor vehicle; or a claim or you may find that you do not have any cover. – the motor vehicle was securely locked; and – force and violence were used to get into the motor vehicle; and Choice of law – the items stolen were in a locked luggage boot, luggage or glove compartment. The law of the United Kingdom allows us both to choose the law that will apply to this contract. The most we will pay for theft from an unattended motor vehicle is £1,000. However, unless it says differently anywhere else in the contract, the law which applies to this • Items purchased for or gifted to and in the possession of any person other than a member contract is: of your household. • The law which applies to the part of the United Kingdom, Channel Islands or the • Any purchases delivered to you by courier or posted to you until the goods are received, Isle of Man in which you live. checked for damage by you, and accepted at your address. The policy has been issued by Royal & Sun Alliance Insurance plc in the United Kingdom. • Wear and tear, damage by moths, vermin or atmospheric conditions. NatWest Purchase Protection is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). • Inherent product defects, electrical and mechanical failure, or failure to operate any item Registered in England and Wales at St. Mark’s Court, Chart Way, Horsham, West Sussex in accordance with the manufacturer’s instructions. RH12 1XL. Authorised and regulated by the Financial Services Authority. • Detention or confiscation by customs or other official bodies. Words with special meanings • Any goods that have had attempted repair or cleaning since purchase. Wherever the following words appear in the policy they will have the meaning explained below: • Any loss or accidental damage caused by any sort of war, invasion or revolution. You/Your: The Principal Cardholder and authorised Additional Cardholder as specified in the • Any loss or accidental damage resulting from radiation and radioactive contamination, NatWest Black Card Agreement. or any related event. Our/Us/We: Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales • Any claim or expense of any kind resulting directly or indirectly from pollution or at St. Mark’s Court, Chart Way, Horsham, West Sussex RH12 1XL. contamination which: 18

– was the result of an intentional act; or How to claim – was expected or should have been expected; or In the event of a claim you should telephone NatWest Purchase Protection Unit on 0845 600 0609 – was not sudden; or (Typetalk 18001 0845 600 0609). – was not during any period of insurance. If an item is lost, damaged or stolen you must ask for a claim form and return it to the Unit • Any loss, accidental damage, liability, cost or expense of any kind directly or indirectly within 45 days of the incident. caused by, resulting from or in connection with, any act of terrorism. (For the purposes of this exclusion “terrorism” means the use, or threat of use, of biological, Claims Conditions chemical and/or nuclear force or contamination by any person(s), whether acting alone or Claims for loss or damage in transit must be reported to the carrier or the tour operator and on behalf of or in connection with any organisation(s) or government(s), committed for a written report obtained. political, religious, ideological or similar purposes including the intention to influence any Any loss, theft or damage caused by malicious persons must be reported to the police authorities government(s) or put any section of the public in fear.) within 24 hours and a written report obtained from them. Any claim will be settled on the following basis: General Conditions If any item has been damaged and it can be repaired economically we will pay the cost of repair. If you do not observe the terms and conditions of this policy we shall not be liable for any Otherwise where the damaged or lost item can be replaced with an item of similar quality, we claim made by you. will arrange or authorise replacement with a new item or we will pay the replacement cost of You must be a NatWest Black Card holder at the time you make a claim. a new item. You cannot make a claim if your rights under the NatWest Black Card Agreement have been We will not pay for the cost of replacing or changing undamaged items or parts of items which terminated or your NatWest Black Card has been withdrawn or suspended. You must give us, belong to a set, suite or which have a common design or use, when the loss or damage relates at your reasonable expense, all the information we ask for about any claim and you must help us to a specific part or clearly defined area. take legal action against anyone if we ask you to. You must take all reasonable steps to prevent loss or damage to any item covered by this insurance. Fraud We believe our policyholders are honest, the contract between us is based on mutual trust. Guidance when making a claim If dishonest means are used by you or anyone acting on your behalf to: Claim Notification • obtain a claims payment under your policy It is important that you comply with all policy conditions and you should familiarise yourself • fraudulently exaggerate a claim under your policy with any requirements. • obtain cover for which you do not qualify Directions for claim notification are included under the following sections. Please be aware all benefits under your policy will be lost. that events that may give rise to a claim under the insurance must be notified as soon as reasonably possible. Data Protection Notice Claims conditions require you to provide us with any reasonable assistance and evidence that we Please read the following carefully as it contains important information relating to the details require concerning the cause and value of any claim. Ideally, as part of the initial notification, that you have given us. You should show this notice to any other party related to this insurance. you will provide: We are required to send you this information to comply with current Data Protection legislation. • your name, address and your home and mobile telephone numbers It explains how we may use your details and tells you about the systems we have in place that • personal details necessary to confirm your identity allow us to detect and prevent fraudulent applications and claims. The savings that we make • the date of the incident help us to keep premiums and products competitive. • the cause of the loss or damage Data Protection Act 1998 • details of the loss or damage together with claim value if known All personal information supplied by you will be treated in confidence by the Royal & Sun Alliance • police details where applicable. Insurance Group of companies and will not be disclosed to any third parties except where your This information will enable us to make an initial evaluation on policy liability and claim value. consent has been received or where permitted by law. In order to provide you with products and We may, however, request additional information depending upon circumstances and value, services this information will be held in the data systems of the Royal & Sun Alliance Insurance which may include the following: Group of companies or our agents or subcontractors. • original purchase receipts, proof of card usage, invoices, instruction booklets or photographs The Royal & Sun Alliance Insurance Group of companies may pass your personal data to other • purchase dates and location of lost or damaged property companies for processing on its behalf. Some of these companies may be based outside Europe • for damaged property, confirmation from a suitably qualified expert that the item you are in countries which may not have laws to protect your personal data, but in all cases the Group claiming for is beyond repair. will ensure that it is kept securely and only used for the purposes for which you provided it. Sometimes we may wish to meet with you to discuss the circumstances of the claim, to inspect Details of the companies and countries involved can be provided to you on request. 19 the damage, or to undertake further investigations. Fraud Prevention, Detection and Claims History We promise to: In order to prevent and detect fraud we may at any time: • fully investigate your complaint • Share information about you with other organisations and public bodies including the police; • keep you informed of progress • Check and/or file your details with fraud prevention agencies and databases, and if you give • do everything possible to resolve your complaint us false or inaccurate information and we suspect fraud, we will record this. We and other • learn from our mistakes organisations may also search these agencies and databases to: • use the information from your complaint to proactively improve our service in the future. – help make decisions about the provision and administration of insurance, credit and related services for you and members of your household; We aim to resolve your concerns within 24 hours. Experience tells us that most difficulties can – trace debtors or beneficiaries, recover debt, prevent fraud and to manage your be sorted within this time. accounts or insurance policies; In the unlikely event that your concerns have not been resolved within this time, we will issue a – check your identity to prevent money laundering, unless you furnish us with other letter acknowledging your complaint, letting you know the reasons why, and we will continue to satisfactory proof of identity; keep you well informed of the further actions we will be taking to reach a suitable conclusion. – undertake credit searches and additional fraud searches. We can supply on request further details of the databases we access or contribute to (see below). If you continue to be unhappy with our proposed course of action, you can progress your complaint with our Customer Relations Team who will conduct a separate investigation and Sharing Information full review that will be concluded by us issuing a final response letter. Insurers pass information to the Claims and Underwriting Exchange Register, run by Insurance Database Services Ltd (IDS Ltd). The aim is to help us to check information provided and also How to contact us to prevent fraudulent claims. When we deal with your request for insurance, we may search the Customer Relations can be contacted by: register. When you tell us about an incident (such as fire, water damage or theft) which may or Telephone: 0800 107 6160 may not give rise to a claim, we will pass information relating to it to the register. Write: Customer Relations Office Royal & Sun Alliance How to contact the Data Protection Liaison Officer Bowling Mill On payment of a small fee you are entitled to receive a copy of the information we hold about you. Dean Clough Industrial Park If you have any questions, or you would like to find out more about this notice you can write to: Halifax Data Protection Liaison Officer HX3 5WA Customer Relations Office Fax: 01422 325146 Royal & Sun Alliance Email: [email protected] Bowling Mill If you are still not happy Dean Clough Industrial Park If you are still not satisfied after the review, or you have not received a written offer of resolution Halifax within 8 weeks of the date we received your complaint, Royal & Sun Alliance are regulated by the HX3 5WA. Financial Services Authority whose arbitration service is the Financial Ombudsman Service and you Complaints Procedure can refer your complaint to them. Our commitment to customer service They can be contacted at: Financial Ombudsman Service At Royal & Sun Alliance, we are committed to going the extra mile for our customers and, South Quay Plaza wherever possible, exceeding their expectations. 183 Marsh Wall London If you believe that we have not delivered the service you expected or you are concerned about E14 9SR any aspect of the service we have provided, then please let us know, preferably through your Telephone: 0845 080 1800 usual sales and service contact point. Email: [email protected] If you are unsure how to contact your sales and service point please contact our Customer Website: www.financial-ombudsman.org.uk. Relations Team, details of which follow.

20

You must approach the Financial Ombudsman Service within 6 months of our final response Please see the Terms and Conditions document for a full explanation of these terms. to your complaint. We will remind you of the time limits in our final response. Your rights as 4. Statement of Price: There is no charge for the Free Cover. Upon registration, you may a customer to take legal action remain unaffected by the existence or use of any complaint be offered the opportunity to purchase Additional Cover and the price will be notified to procedures referred to above. However, the Financial Ombudsman Service will not adjudicate you at this time. Payment options for the Additional Cover will also be advised at this time. on any cases where litigation has commenced. Delivery and installation charges are not covered where an appliance is replaced. Your plan fee will include all costs of purchase such as premiums and taxes at the applicable rate. Thank you for your feedback 5. Significant Exclusions and Limitations: The full list of what is not covered by your plan is We value your feedback and at the heart of our brand we remain dedicated to treating our contained in the terms and conditions. The following are significant exclusions and limitations: customers as individuals and giving them the best possible service at all times. If we have fallen i. Register up to four appliances per calendar year. To qualify for cover, registrations short of this promise, we apologise and aim to do everything possible to put things right. must be made within 60 days of purchase and for appliances costing between £75 and £1,500; For your protection calls may be recorded and monitored. ii. Breakdown costs will not be covered if they are still covered elsewhere by any Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at manufacturer’s guarantee; St. Mark’s Court, Chart Way, Horsham, West Sussex RH12 1XL. iii. If your appliance cannot be repaired or is beyond economical repair, then a depreciation Authorised and Regulated by the Financial Services Authority. scale will apply. If your appliance is over 5 years old you may be required to make a contribution towards the cost of replacement as follows: EXTENDED WARRANTY Statement of demands and needs Age of Equipment What we will pay We have not provided you with a personal recommendation as to whether this policy is suitable for your specific needs. Over 5 years and up to 6 years 50% of the current retail price* This product meets the demands and needs of NatWest Black Card customers as described in Over 6 and up to 7 years old 40% of the current retail price* your policy documents. Over 7 years 30% of the current retail price*

Your Policy Summary *The current retail price is the lowest price reasonably available, and if we cannot This Summary of Protection does not contain the full terms and conditions of the insurance reasonably replace your appliance, you will receive vouchers for the amount we will pay; contracts, which are included with this document. iv. Delivery and installation charges are not covered where an appliance is replaced; v. Any costs you may incur to dispose of your original appliance; 1. Insurance Provider: vi. Theft, attempted theft, malicious damage or damage caused by fire or explosion; The insurance plans are underwritten by Domestic & General Insurance PLC. vii. Repair call out costs if no fault is found with your appliance. 2. Types of Insurance and Cover: 6. Duration of the Insurance Contracts: i. Free 2nd year Extended Warranty (“Free Cover”): This is a general insurance contract i. Free Cover: The 2nd year breakdown cover commences at the end of a manufacturer’s that provides free extended warranty cover (for up to four qualifying household appliances 1 year guarantee and continues for a 1 year period. The accidental damage and food per calendar year) in the 2nd year after purchase, protecting against the cost of spoilage cover commences on the date an appliance is registered, continuing during the breakdown, accidental damage and food spoilage (freezing equipment only). Accidental period of a manufacturer’s 1 year guarantee and then for a further 1 year period. damage and food spoilage covers commence from the date you register your appliance. ii. Additional Cover: Breakdown cover, accidental damage and food spoilage covers ii. Purchase additional 3 year cover (“Additional Cover”): On registration of your appliance commence at the end of the Free Cover and continue for a period of 3 years, provided under Free Cover, depending on the appliance, we may also offer you the opportunity to Domestic & General receives the total premium payable. purchase an optional extension to the Free Cover for a further 3 years. This Additional 7. Cancellation and Termination: You do not need to notify us if you wish to cancel your Free Cover will be offered on the same basis as for the Free Cover described above. Where Cover, as no premium has been paid. If the Additional Cover is purchased, then the following the Additional Cover is chosen you should review this cover periodically to ensure it cancellation rights will apply: remains adequate. i. You may cancel the Additional Cover at any time before cover commences (from the 3. Significant Features and Benefits of Cover: For both the Free Cover and Additional Cover third year after purchase of your appliance) and receive a full refund. these are: ii. If you cancel the Additional Cover once cover has commenced, and have not made • Breakdown; a claim under the plan, Domestic & General Insurance PLC will refund the part of the • Accidental Damage; monies you have paid relating to the remaining full months of cover. • Food Spoilage; 21 iii. If you cancel the Additional Cover once cover commences and you have made any our authorisation can be checked on the FSA web site www.fsa.gov.uk/register or by contacting claim, then no refund will be paid. the FSA on 0845 606 1234. iv. If your appliance is beyond economical repair, and we have met our obligations to you under the plan to provide you with a replacement appliance or monetary settlement, Our product and our service no premiums will be refunded and your plan will end. Domestic & General Insurance PLC only offers its own insurance products, which meet the You can request a cancellation by contacting the Customer Services Department on demands and needs of those who wish to ensure that their domestic electrical appliance is 0870 601 0009, or email us at [email protected], or by writing to protected against the costs of repair or replacement in the event of a breakdown. You will receive Domestic & General’s Customer Service Manager, Domestic & General Insurance PLC, information about the details of the products and their terms from us, but will not receive advice Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP. from us on whether they are suitable for your needs – you should make your own choice whether 8. How to Claim: You can find details of how to claim in section 7 of your plan document. they are suitable. If you have not yet received this, call us on 0870 601 0009. Law governing the contract 9. Making a Complaint: If you wish to contact us or complain, then: The information provided, including the terms and conditions have been provided in English. i. Call the Customer Service Department on 0870 601 0009; We will communicate in English, and English Law will apply to all our insurance contracts unless ii. Write to the Customer Care Manager at Domestic & General Insurance PLC, we agree otherwise with you. Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP; iii. Email us at [email protected] or by clicking on ‘contact us’ at Data protection www.domgen.com. Your details will be held and used by Domestic & General Services Limited, Domestic & General We hope that you will be satisfied with our response to your enquiry. If you are not satisfied, Insurance PLC, and selected companies acting on our behalf to administer your plan. We may you can ask for your case to be reviewed by Domestic & General and a final decision made pass your data to any relevant regulator or dispute resolution provider. We may also use your on behalf of the Managing Director. data for training and testing purposes. If you have given us permission, your details may also If you are still not satisfied you can ask the Financial Ombudsman Service to review your be used by us or third parties for other marketing purposes. We may disclose your information case. They can be contacted at: South Quay Plaza, 183 Marsh Wall, London E14 9SR. to our service providers and agents for these purposes. We and the third parties (if applicable) Email: [email protected]. may contact you by mail, telephone or email. If you no longer want your data to be used by third 10. The Financial Services Compensation Scheme: We are covered by the Financial Services parties or by us for marketing purposes and you have not already notified us please write to the Compensation Scheme. You may be entitled to compensation from the scheme if we Data Protection Officer at: Domestic & General, Freepost CV2560 BEDWORTH, Warwickshire cannot meet our obligations. This depends on the type of business and the circumstances of CV12 8BR. To help keep your details accurate we may use information we receive from our the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% partners. You can ask for a copy of your details (for a small fee) and to correct any inaccuracies. of the remainder of the claim without any upper limit. To improve our service we may monitor or record our communications with you. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk or by writing to them at: FSCS, 7th Floor, Lloyds Chambers, Direct Debit Guarantee 1 Portsoken Street, London E1 8BN. This guarantee is offered by all Banks and Building Societies that take part in the Direct Debit 11. Renewing your Plan Scheme. The efficiency and security of the scheme is monitored and protected by your own Bank When you take out protection, you do not have to worry about remembering to renew: or Building Society. If the amount to be paid or the payment dates change, Domestic & General • If you pay by direct debit you will receive a renewal notice advising you of the amount will notify you 14 days in advance of your account being debited or as otherwise agreed. If an which we will automatically collect, unless you advise us otherwise; or error is made by Domestic & General or your Bank or Building Society, you are guaranteed a full • If you pay by any other means (or where only Free Cover taken) you will receive a and immediate refund from your branch of the amount paid. You can cancel a Direct Debit at renewal notice advising you of the renewal amount to pay. You will need to return this any time by writing to your Bank or Building Society. Please also send a copy of your letter to with payment for protection to continue. us. N.B. The fee will be collected quarterly commencing approximately one month after receipt of completed application. On expiry of the initial period the renewal fee will be deducted on a quarterly basis unless cancelled. OTHER IMPORTANT PRE-CONTRACT INFORMATION Further information about us and our regulator Domestic & General Insurance PLC (company number 485850), whose head office address is Swan Court, Mansel Road, Wimbledon SW19 4AA, is authorised and regulated by the Financial Services Authority (FSA registration number 202111). Our address and details of 22

EXTENDED WARRANTY current retail price and for equipment over 7 years old we will ask you to pay 70%. Policy Terms and Conditions You must also pay us for our supplier’s delivery and/or installation charges and any outstanding fee instalments. Significant Features and Benefits Explained • If we cannot reasonably arrange a replacement we will pay you a contribution towards The following are definitions of the different benefits available under the plan. the cost of the new equipment, usually this will be vouchers redeemable from a retailer chosen by us. We will calculate this contribution using the age of your equipment and Breakdown the current retail price, as shown in the ‘What we will pay’ table above. The cost of repair to the equipment following a mechanical or electrical fault which stops • We will not be responsible for any costs that you may incur to dispose of your the equipment working properly. original equipment. Accidental Damage What is not provided by your plan The cost of repair to the equipment following physical damage as a result of a sudden and a. Costs provided by any manufacturer’s, supplier’s or repairer’s guarantee or warranty. unforeseen cause which stops the equipment working properly. b. The equipment being recalled by the manufacturer. Food Spoilage (for freezing equipment only) c. The cost of modifying the equipment. If the equipment breaks down or there is an accidental failure of the public electricity supply d. Claims arising from your failure to follow the manufacturer’s instructions. (except as a result of bad weather conditions) we will provide you the cost of: e. Claims arising from using your equipment in a non-domestic or commercial environment • Food spoilt in the freezing compartment (up to the value of £300 for any one claim); or unless we agree to the use in writing beforehand. • Hiring temporary freezer space (up to the cost of £50 per claim) to prevent the food f. Theft, attempted theft, malicious damage or damage caused by fire or explosion. from spoiling. g. Claims arising from floods, lightning, storms, frost or other bad weather conditions. The most we will pay in any one period of insurance is £500. h. Claims arising from any problem with the supply of electricity, gas or water (unless your claim is for food spoilage). Other Terms and Conditions i. Costs if no fault is found with your equipment. Terms of Replacement j. Routine maintenance, cleaning and servicing. We will always, subject to the full terms, conditions and exclusions of your plan, repair your k. Labour charges for work outside our repairer’s normal working hours which are equipment unless: Monday – Friday 9am to 5pm. a) we cannot repair it; or l. Repairs carried out outside the United Kingdom, unless we agree otherwise in writing. b) we cannot obtain the spare parts to repair it; or m. Costs arising from not being able to use your equipment or from damage caused when c) if it is under 5 years old and we can replace it for less than the cost of the repair; or the equipment breaks down, including any costs to remove or reinstate built-in or d) if it is over 5 years old and the cost of the repair is more than we will pay fitted equipment. – see the box below n. Cosmetic damage such as damage to paintwork or dents or scratches to the equipment. o. The cost of replacing any item or accessory that is intended to be replaceable. Age of Equipment What we will pay These include: fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers. Over 5 years and up to 6 years 50% of the current retail price* p. Costs due to rust, corrosion or water damage. Over 6 and up to 7 years old 40% of the current retail price* q. Any cost arising from the change from analogue to digital broadcasting including the Over 7 years 30% of the current retail price* termination of analogue transmission of any type. r. Delivery and installation charges if a replacement takes place as detailed in ‘Terms *The current retail price is the lowest price reasonably available of replacement’. • We will only replace your equipment if we have agreed to do so before a repair is carried out. When we have replaced your equipment, your plan will end immediately and there Protection is also not provided for the following: will be no refund of the fee you have paid. When we have replaced your equipment you Cooking equipment may dispose of the original equipment if it is in your possession. • Ceramic or glass surfaces (unless due to accidental damage) • If we do not repair your equipment we will replace it with equipment of the same or • Oven liners similar make and specification. For equipment which is over 5 years old and up to 6 Vacuum cleaners and floor polishers years old we will ask you to pay 50% of the current retail price of the equipment. For • Bags, brushes or belts equipment over 6 years old and up to 7 years old we will ask you to pay 60% of the 23 Shower equipment How to contact us or complain • Scale damage • Call our Customer Service Department on 0870 601 0009. Audio visual equipment • Write to the Customer Care Manager at Domestic & General Insurance PLC, • Tuning Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP. • Styli or cartridges • Email us at [email protected] or by clicking on ‘contact us’ at www.domgen.com. Satellite equipment We want you to contact us so that we know what you think of us and the services we provide. • Realigning or re-siting the dish We hope that you are satisfied with our response to your enquiry. If you are not satisfied, • Rust you can ask for your case to be reviewed by us and a final decision made on behalf of the • Tuning Managing Director. • Water damage If you are still not satisfied you can ask the Financial Ombudsman Service to review your case. Computer equipment They can be contacted at: • Software (applications or operating system) South Quay Plaza • Damage caused by viruses 183 Marsh Wall • Accessories which you have not told us about in writing, including joysticks London E14 9SR • Replaceable printer heads Email: [email protected]. In-car equipment • Removing or re-installing the equipment Your right to change your mind/cancellations Plasma televisions • You do not need to notify us if you wish to cancel your Free Cover, as no premium has been paid. • Costs due to unusual physical or electrical stress, burned screen or software interface problems • You may cancel the Additional Cover at any time before cover commences (from the third • Claims arising due to a failure to install the display in line with the manufacturer’s instructions year after purchase of your appliance) and receive a full refund. • Costs associated with gaining access to cables within the fabric of a building or wall • If you cancel the Additional Cover once cover has commenced, and have not made a claim • Repairs due to pixel failure where the number or location is not in excess of the under the plan, Domestic & General Insurance PLC will refund the part of the monies you manufacturer’s acceptable limit have paid relating to the remaining full months of cover. • Wall mounted units if not fitted as per manufacturer’s recommendations • If you cancel the Additional Cover once cover commences and you have made any claim, • Damage during delivery then no refund will be paid. Lawnmowers • If your appliance is beyond economical repair, and we have met our obligations to you under • Belts, blades and/or blade sharpening, oil or petrol the plan to provide you with a replacement appliance or monetary settlement, no premiums Gas/Electric Fires will be refunded and your plan will end. • Fuel lines to the equipment and the flue system from the equipment You can request a cancellation by contacting the Customer Services Department on 0870 601 0009, • Difficulties in getting to the equipment or email us at [email protected], or by writing to Domestic & General’s Customer • Turning on or lighting up the equipment and adjusting the switches and controls, except Service Manager, Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, following a repair provided by the plan Bedworth, Warwickshire CV12 8JP. • Work caused by equipment which is not installed correctly Fraud • Energy management systems or immersion heaters This plan will not be valid if any information you give us is false or exaggerated. This plan will not protect against claims arising from third party or personal injury. Governing law and your statutory rights How to claim Purchasing this plan does not affect your statutory rights. The information provided, including the Please call 0870 601 0009 to claim for a repair. terms and conditions have been provided in English. We will communicate in English, and English You must use our approved repairer who will normally send the repair bill to us so that you have Law will apply to all our insurance contracts unless we have agreed otherwise with you. no repair bill to pay. In the unlikely event that we advise you to pay the repairer yourself, we will Rights of third parties tell you how to claim. This plan is for the benefit of you and anyone else we have agreed with you. No benefits will be If your claim is for Food Spoilage you must keep the spoilt food for at least two working days given to anyone else. to allow us or our agents to verify your claim. Transferring your plan You can transfer your plan to a new owner of the equipment as long as you give us written details of the new owner. Your plan cannot be transferred to any other equipment.

24

Phoning us Data protection We may record your phone calls with our representatives to monitor and improve the quality Your details will be held and used by Domestic & General Services Limited, Domestic & General of the service we provide. Insurance PLC, and selected companies acting on our behalf to administer your plan. We may Other plans or insurance pass your data to any relevant regulator or dispute resolution provider. We may also use your If, when you require breakdown protection, there is any other service agreement or an insurance data for training and testing purposes. Unless you have already notified us that you do not policy under which you are entitled to claim, we will only pay an appropriate proportion. wish your details to be used for other purposes, your details may also be used by us or carefully Renewing your plan selected third parties for other marketing purposes. We may disclose your information to our At the end of your period of protection, we will write to you about renewing. service providers and agents for these purposes. We and the third parties may contact you by • If you pay by direct debit you will receive a renewal notice advising you of the amount mail, telephone or email. If you do not want your data to be used for other purposes and you which we will automatically collect, unless you advise us otherwise; or have not already notified us please write to the Data Protection Officer at: Domestic & General, • If you pay by any other means (or where only Free Cover taken) you will receive a Freepost CV2560 BEDWORTH, Warwickshire CV12 8BR. To help keep your details accurate renewal notice advising you of the renewal amount to pay. You will need to return this we may use information we receive from our partners. You can ask for a copy of your details with payment for protection to continue. (for a small fee) and to correct any inaccuracies. To improve our service we may monitor or record our communications with you.

OTHER IMPORTANT PRE-CONTRACT INFORMATION Registering your appliance for cover ROADSIDE ASSISTANCE You can register up to four appliances per calendar year. To qualify for your Free Cover each and Statement of demands and needs every appliance must be registered with the Extended Warranty Helpline on 0870 601 0009 within We have not provided you with a personal recommendation as to whether this policy is suitable 60 days of purchase. Most common household items with a purchase price of between £75 and for your specific needs. This product meets the demands and needs of Black Card customers as £1,500 can be registered. This includes laptops, LCD and plasma televisions. You can check described in your policy document. before purchasing the appliance by calling the Extended Warranty Helpline. Your Policy Summary The Financial Services Compensation Scheme Please read this document carefully. This policy summary does not form part of the contract We are covered by the Financial Services Compensation Scheme. You may be entitled to between us. Full terms and conditions can be found within the policy document. compensation under the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Our obligations to you are covered for 100% Features of a NatWest Black Card Rescue Policy of the first £2,000 and 90% of the remainder of the claim without any upper limit. The policy you have purchased is underwritten by UK Insurance Limited and will run in conjunction Further information about compensation scheme arrangements is available from the FSCS with your NatWest Black Card. As this policy could run for several years you may want to review at www.fscs.org.uk or by writing to them at: FSCS, 7th Floor, Lloyds Chambers, your insurance needs periodically to ensure the policy is adequate. 1 Portsoken Street, London E1 8BN. Please refer to your Black Card Rescue Policy.

Further information about us and our regulator Significant Features of a Black Card Rescue Policy Domestic & General Insurance PLC (company number 485850), whose head office address is • Green Flag Motoring Assistance provides the breakdown service Swan Court, Mansel Road, Wimbledon SW19 4AA, is authorised and regulated by the Financial • Your policy covers your car or anyone driving with your permission Services Authority (FSA registration number 202111). Our address and details of our authorisation • You can claim £10 if not attended within 60 minutes can be checked on the FSA website www.fsa.gov.uk/register or by contacting the FSA on Roadside Assistance including 30 minutes free labour – Section 1 0845 606 1234. Long distance recovery to your home address, original destination in the UK Our product and our service or a suitable repairer – Section 2 Domestic & General Insurance PLC only offers its own insurance products, which meet the Assistance within 1 mile of home address – Section 3 demands and needs of those who wish to ensure that their domestic electrical appliance is Caravan and Trailer cover – Section 4 protected against the costs of repair or replacement in the event of a breakdown. You will receive European cover for cars less than 10 years old – Section 5 information about the details of the products and their terms from us, but will not receive advice Legal Expenses – Section 6 from us on whether they are suitable for your needs – you should make your own choice whether Your right to cancel they are suitable. The breakdown section of your benefits package can not be cancelled in isolation. However, 25 should you wish to cancel please return all your documents within 14 days of receipt. and let you know the reasons why and the further action we will take. If we cannot resolve the Please refer to your Black Card terms & conditions for full details. differences between us, we will issue a final response letter. Upon receipt of this, you may refer your complaint to the Financial Ombudsman Service (FOS), who will then liaise with us on your How to make a claim behalf. The address of the Financial Ombudsman Service is: To notify us of a claim whilst travelling within the UK, please telephone 0845 602 5225. Financial Ombudsman Service To make a claim whilst travelling in Europe, please call +44 1733 286 562. South Quay Plaza 183 Marsh Wall How to complain London E14 9SR Should there ever be an occasion where you need to complain, please call us on 0845 767 0345. (Tel: 0845 080 1800). If you wish to write, then address your letter as follows: Please note that you will need to request a final decision from us before referring your complaint • Customer Relations Department, NatWest Black Card, Green Flag Limited, The Wharf, to the Financial Ombudsman Service. If you do refer your complaint to the Financial Ombudsman Neville Street, Leeds, LS1 4AZ. Service, this will not affect your right to take legal action. A full copy of our complaint procedure If we cannot resolve the differences between us, you may refer your complaint to the leaflet is available upon request. Financial Ombudsman Service (FOS). Their address is: South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0845 080 1800. Details about our Regulator UK Insurance Limited is authorised and regulated by the Financial Services Authority. The Details about our Regulator Financial Services Authority website which includes a register of all regulated firms can be visited at UK Insurance Limited is authorised and regulated by the Financial Services Authority. The www.fsa.gov.uk/register, or the Financial Services Authority can be contacted on 0845 606 1234. Financial Services Authority website which includes a register of all regulated firms can be Under the Financial Services and Markets Act 2000, should UK Insurance Limited be unable to visited at www.fsa.gov.uk/register, or the Financial Services Authority can be contacted meet their liabilities to policyholders, compensation may be available. Insurance advising and on 0845 606 1234. arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without Under the Financial Services and Markets Act 2000, should UK Insurance Limited be unable any upper limit. Information can be obtained on request or by visiting the Financial Services to meet their liabilities to policyholders, compensation may be available. Insurance advising Compensation Scheme website at www.fscs.org.uk. and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Information can be obtained on request or by visiting the Financial Duty of Disclosure Services Compensation Scheme website at www.fscs.org.uk. We rely on the information that you supply. If that information is inaccurate or incomplete, your policy may not be valid. Details of how we use the information that you provide to us is detailed in

the Privacy Statement. These terms and conditions are evidence of the contract between you and ROADSIDE ASSISTANCE UK Insurance Limited based on the information you have provided to us. Policy Terms & Conditions Our Promise to you We will always try to be fair and reasonable whenever you have need of the protection of this policy. We will also act as quickly as we can to provide that protection. Should there ever be an occasion when you feel we have failed to do this, then please let us know. We will do everything possible to make sure your complaint is dealt with quickly and fairly. The easiest way to complain Andy Watson is simply to give us a call on 0845 767 0345. Alternatively, should you feel the need to write, Managing Director please address your letter to: NatWest Black Card Rescue is provided by Green Flag Motoring Assistance. Green Flag Motoring Customer Relations Department Assistance is underwritten by UK Insurance Limited. UK Insurance Limited is authorised and NatWest Black Card regulated by the Financial Services Authority. Telephone calls may be recorded with the aim of Green Flag Limited improving our service to you. Black Card Cover is a joint venture between UK Insurance Limited The Wharf and National Westminster Bank Plc. UK Insurance Limited, The Wharf, Neville Street, Leeds LS1 4AZ Neville Street Authorised and regulated by the Financial Services Authority. Leeds Registered in England and Wales number: 1179980. LS1 4AZ. Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise to Breakdown and Recovery Services acknowledge your complaint within 5 business days of receipt. We will then endeavour to resolve In this policy, the following words have the meaning defined below in the relevant Section your complaint as quickly as possible. If we are unable to do so within 4 weeks, we will write as specified: 26

Definitions Section 1 Event – Sections 1 to 5 only – A road accident, breakdown, vandalism, fire or theft Roadside Assistance involving the Insured vehicle during the period of cover; 1. What you are insured for: Event – Section 6 only – A road accident, involving the Insured vehicle and another We will arrange the services described below in the United Kingdom only. motor vehicle, or criminal action against You under road traffic laws. a) Roadside Assistance – we will repair a breakdown, which can be repaired at the roadside in 30 minutes such as a punctured tyre or small electrical or mechanical problem. All Sections b) Fuel Assistance – if the Insured vehicle has run out of petrol or diesel, we will take you Force – An event beyond our reasonable control which includes without limitation fire, to a nearby garage or supply an amount of fuel that you can purchase from us. Majeure flood, inclement weather, earthquake, accident, civil disturbances, war, c) Keys Assistance – if the Insured vehicle cannot be driven because you have lost the rationing, embargoes, strikes, labour problems, delays in transportation, keys or they have been stolen or damaged you may have to provide identification, such inability to secure necessary materials, delay or failure of performance of any as driver’s licence or passport, when the assistance is provided. supplier or subcontractor, acts of God or acts of government. d) Transport to a garage if we cannot repair the vehicle. Geographical – France, Germany, Belgium, Luxembourg, The Netherlands, Andorra, Austria, 2. What you are not insured for: Limits Balearics, Bulgaria, Canary Isles, Corsica, Cyprus, Czech Republic, Denmark, a) Any cost of fuel, spare parts, or labour costs over the first 30 minutes. Estonia, Finland, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, b) The cost of repairs when the Insured vehicle has to be transported to a garage, or for Lithuania, Malta, Monaco, Norway, Poland, Portugal, Romania, San Marino, any other charges at the garage such as storage charges. Sardinia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey in c) Damage or costs as a result of breaking into the Insured vehicle because you have lost Europe plus Üsküdar, the Republic of Ireland and the Channel Islands, but your keys. excluding the United Kingdom. d) The cost of getting a spare wheel or for roadside repairs if you cannot provide a suitable Insured – The vehicle registered with Green Flag as part of the Black Card Cover subject spare wheel. vehicle to these terms and conditions; Legal – Civil action or defending criminal charges if the insurers believe there is a Section 2 action reasonable chance of success. In a civil action this includes reasonable Recovery prospects for actually recovering damages. 1. What you are insured for: Legal – The legal fees and costs you agree to pay together with reasonable and proper We will arrange the service described below in the United Kingdom: expenses payments made by the solicitor on your behalf at the standard rate which would a) National Recovery Service normally be awarded in court or by way of taxation. Costs of any civil proceedings – If the Insured vehicle cannot be repaired at the scene of an event, we will arrange another person has to pay for which you may be liable by court order or may for the Insured vehicle, the driver and up to five passengers to be taken to your pay with our permission if you cannot recover them from elsewhere. home address or a destination in the United Kingdom. Market – The cost in the United Kingdom of replacing the Insured vehicle with one of a b) What you are not insured for: value similar type and condition at the time of inspecting the vehicle after the event. – Events occurring within 1 mile of your home. In this instance Section 3 Home-call NatWest – The Insurance cover provided by the Insurer, terms and conditions of which are will apply. Black Card detailed in this booklet and form a part of the agreement between you and the c) Recovery after an accident Cover Insurer (‘Insurance cover’); – If the insured vehicle cannot be driven as a result of an accident in the United Kingdom, Period of – The period starting on the date your vehicle is registered with Green Flag and we will take the vehicle, you and up to 5 passengers, and your baggage to your Insurance ending on the date your Black Card account is closed. destination in the United Kingdom. We will then take the insured vehicle to a repairer Solicitor – The solicitor or firm of solicitors or other suitably qualified person, firm or of your choice within 10 miles of your destination. We will not pay for the repairs. company we choose to act for you. United – Great Britain, Northern Ireland, the Isle of Man and for residents of the Channel Section 3 Kingdom Islands only, the Channel Islands. Home-call We/Our/Us – UK Insurance Limited. 1. What you are insured for: You – The primary Black Card holder or any person driving the Insured vehicle with a) If the Insured vehicle is involved in an Event at your home address or within a mile of your permission. your home, we will arrange for it to be repaired or transported to a garage of your choice within 10 miles of your home. How to make a claim b) We will pay for up to 30 minutes of labour in trying to repair the vehicle. But you will To notify us of a claim whilst travelling within the UK, please telephone 0845 602 5225. have to pay for any other work carried out on the Insured vehicle. 27 To make a claim whilst travelling in Europe, please call +44 1733 286 562. 2. What you are not insured for: 10. If the recovery or repair vehicle does not arrive within 60 minutes of you contacting us, we a) The cost of fuel, spare parts, or labour over the first 30 minutes. will pay £10. To claim compensation you must either complete a service questionnaire or b) Any costs whatsoever once the Insured vehicle has been transported to a garage. write to us. c) Damage or costs as a result of breaking into the Insured vehicle because you have lost 11. You will have to repay any toll fees or ferry charges for the Insured vehicle, which are your keys. reasonably incurred by the driver of the recovery vehicle. d) The cost of getting a spare wheel or for roadside repairs if you cannot provide a suitable 12. You are responsible for the security of the contents of the Insured vehicle, caravan or trailer. spare wheel. We will not recover or repair a vehicle, caravan or trailer if there is a person or animal in it. 13. If you give us incorrect information when you phone for assistance, you may have to pay all Section 4 reasonable costs caused by the incorrect information. Caravan and trailer cover 14. You will have to pay the reasonable costs for parts or other products used to repair the 1. What you are insured for: Insured vehicle. a) Your caravan or trailer will have exactly the same cover as the Insured vehicle when they – We are not responsible for the actions or costs of garages, recovery firms or emergency are towed by the Insured vehicle according to the relevant sections above. services acting on your instructions or the instructions of anyone acting for you and Note: This Insurance cover only applies to a caravan or trailers which: cannot be held liable for them. – is of a standard make that meets The Motor Vehicles (Construction and Use) – We will not arrange for assistance services if we reasonably believe the Insured vehicle Regulations 1978; is dangerous or illegal to repair or transport. – meets the applicable rules and regulations in force from time to time; – You will have to pay any storage or release fees while the Insured vehicle is being repaired. – is less than 16 years old; – We cannot be responsible for any police call-out charges. – fits a standard 50mm tow ball; 15. We will not provide assistance or recovery services if at the time of the Event the Insured – caravans or trailers must not be more than 6.42 metres, 21 feet long (with load), vehicle was being used for racing, competition, rally or trials. 2.59 metres, 8ft 6 inches high and not weighing more than 2.5 tonnes including 16. We may choose to repair the Insured vehicle (at your cost) following a breakdown, rather any load or when loaded be more than the kerb weight of the Insured vehicle. than arranging for it to be recovered. We recommend all caravans and trailers carry a serviceable spare wheel and tyre. 17. We will not provide assistance or recovery services if the Insured vehicle is partly or Conditions and Exclusions that apply to Sections 1 to 4 are: completely buried in snow, mud, sand or water or other such substances. 1. The Insured vehicle must be in a roadworthy condition before the Event. 18. You are responsible for collecting the Insured vehicle from the garage after work has been 2. You must do all that you can to make sure the Insured vehicle is safe and fit to drive carried out. (including having a valid MOT certificate if necessary). 19. Cover is only available for the following: 3. If we arrange for temporary roadside repairs, you must then immediately arrange any – A privately registered motor car, motor cycle, three-wheeler or car-based van up to permanent repairs that may be necessary. If you do not, and the same problem happens 3,500kg when loaded. None of these must be more than 7m in length, 3m in height again, we may refuse service. and 2.25m in width. 4. If you need assistance, you must contact our control centre. You must not contact any – A standard caravan or trailer which meets with the relevant rules and regulations and garage recovery operator direct. was being towed by the Insured vehicle at the time of the Event. 5. You will have to pay the cost of a recovery or repair vehicle coming out to you if you allow 20. Cover is not available for any vehicle, which is hired out or used as a taxi. Cover is not the Insured vehicle to be recovered or repaired by someone else after you have contacted available for any vehicle not owned by you. us for assistance. We will not make any payment unless: you or anyone involved in the claim keep to the terms 6. You must report a breakdown immediately by phoning the emergency number we have provided. and conditions of this cover; and the information you give us is true and accurate. 7. If the Insured vehicle needs to be moved or recovered after an Event, it must be in an easy position for a recovery vehicle to load. If this is not the case, you will have to pay an Section 5 emergency recovery fee. European cover 8. If the Insured vehicle is in a position we cannot get to and we need to use specialist 1. What you are insured for equipment (which is not normally carried on a standard recovery vehicle) to recover the This Section only applies within the Geographical Limits Insured vehicle, you will have to pay extra costs (including labour charges) to arrange for a) Roadside Assistance and Towing these to be transported to the site of the event. We will arrange and pay for: 9. When you ask for assistance or recovery, we will give you an estimated time when the repair – labour and call-out charges involved in providing roadside assistance after an Event, or recovery vehicle will arrive. You and your passengers must wait with the Insured vehicle if there is a reasonable chance that the roadside assistance will make the Insured until the repair or recovery vehicle arrives, unless you have made other arrangements with vehicle fit to drive; or our control centre. 28

– the Insured vehicle to be taken to the nearest local repairer or safe storage place – If you have left the Insured vehicle abroad, we will pay the cost of a standard class single after an Event. ticket by rail or sea (or by air if the train or boat journey would be longer than 12 hours) Note: for you or a driver of your choice to collect the Insured vehicle. We will also pay any – You must pay for the reasonable cost of spare parts, garage labour and materials used necessary and reasonable expenses on the outward journey for one person collecting the by the local repairer in fixing the Insured vehicle. Insured vehicle, including accommodation and Green Card charges. b) Loss of use of the Insured vehicle. If: We will not pay more than £600 in total. – you cannot use the Insured vehicle because of an Event and we reasonably believe – If necessary, we will also pay any charges up to a total of £100 for storing the Insured that the Insured vehicle will be out of use for more than eight hours; or vehicle abroad before it is repaired, sent home or legally abandoned. – the Insured vehicle is stolen and not recovered within eight hours; we will organise and Note: pay for the reasonable costs of one of the following: – We will not pay for the Insured vehicle to be returned to the United Kingdom if we believe, – Taking you and up to five passengers and your luggage to your destination, within in our reasonable opinion, that the cost of doing so would be greater than the Market the Geographical Limits, and then returning you to the Insured vehicle after it has Value in the UK. been repaired. – You must make all travel arrangements in advance with us and all costs and expenses, Or which are recoverable under this policy must be agreed with us in advance. – Accommodation, including one daily meal (but not alcoholic drinks), for you and up d) Providing a chauffeur to return you home. to five passengers while the Insured vehicle is repaired. These expenses are limited If there is an accidental injury, sudden illness or death which means that there is no-one to £45 a day for each person for up to five days. who can drive the Insured vehicle, we will pay for a qualified person to drive the vehicle and Or passengers back to your home in the United Kingdom. We will need to see all medical and – Up to a total of £750 towards the cost of hiring another car before the Insured vehicle other evidence. We will not pay the cost of any fuel used and road tolls. is repaired locally. We will also pay your accommodation costs on your return journey, if these costs would not Note: have been necessary if the journey or holiday had gone ahead as planned. The most we will – We cannot guarantee that hire cars will always be available and are not responsible pay is £45 a day for each person for up to five days. if they are not available. e) Delivering spare parts. – We cannot guarantee that there will be tow bars or roof racks on hire cars. If we cannot get hold of the spare parts locally to repair the Insured vehicle following an event, – You will be responsible for the fuel you (and any authorised drivers) use in the hire car we will arrange to have them delivered to you as quickly as possible. If the spare parts are and any tolls and all other expenses you have to pay. transported by plane we will arrange for them to be delivered to the driver of the Insured vehicle. – Hire cars provided on the European mainland must stay in the country where they were We will not be responsible to provide the spare parts if the spare parts: hired in line with the terms of the hire company. – are no longer made; – If we arrange a hire car, you will have to comply with the terms and conditions of the – cannot be bought from the wholesaler or agent; or hire company, and pay any deposit the hire company asks for. – cannot be exported to the country where the Insured vehicle is. – In some cases, you may have to pay for the car hire services locally. If this happens, Note: we will give you a refund as long as you have received advanced approval from our – We will only pay the cost of transporting spare parts. You must pay us the actual cost European control centre. of the spare parts and any customs duty within a month of us asking for payment. c) Returning the Insured vehicle to the United Kingdom. You must also pay for the labour involved in repairing the Insured vehicle within a month – If the Insured vehicle is repaired before you return to the United Kingdom then you will of us asking for payment. be responsible for returning the Insured vehicle to the United Kingdom and for all f) Legal Defence. associated costs. What you are insured for: – If the Insured vehicle cannot be repaired before you return to the United Kingdom or – We will pay up to £10,000 to defend the driver of the Insured vehicle against criminal the Insured vehicle is stolen outside the United Kingdom and not recovered until after charges following a road traffic accident involving the Insured vehicle. you have returned to the United Kingdom. – We will decide who will be the legal representative. If at any time we decide that We will pay for the following: your defence is not likely to succeed, we or the legal representatives will write to you – The reasonable costs of taking you and up to five passengers and your luggage to your giving our reasons. We will then withdraw our assistance. home in the United Kingdom by a route and method of our choice. We will not pay for g) Advance of Funds. special travel arrangements if one of you has a medical condition. We will also pay for What you are insured for: the Insured vehicle to be taken from the entry point into the United Kingdom to your – We will lend up to £4,000 at our discretion so that you can: home or to a repairer of your choice in the United Kingdom. 29 – Pay bail or other security to any legal authority if you or the Insured vehicle are European Motorways being held after a road accident; or In several parts of Europe, if you break down on a motorway or other major public road, police will – Pay customs duty to a foreign government. answer the phones. They will arrange for a local recovery company to send a recovery truck to – Before we pay you any amount we must receive from you a written agreement that you you without contacting us. Very few of these local recovery agents have any link with UK motoring will pay us back any amount we pay out on your behalf under your instructions. organisations, and you may well have to pay for this assistance on the spot. If you keep a receipt, – You must pay us back within a month of us asking. we will refund the full cost of the assistance, including towing charges and time the mechanic has spent working on the Insured vehicle at the roadside. We will not pay for any spare parts used or Conditions which apply to Section 5 labour charges at a garage. a) The conditions and exclusions which apply to Sections 1 to 4 also apply to Section 5. Once you have been taken from a motorway or major public road to a place of safety such as a b) If the law of any country means that we have to make a payment which we would not local garage or motorway service station, please contact us if you need other advice or services, otherwise have paid, you must pay that amount back to us. such as car hire. c) You must report any event, which could bring about a claim as soon as possible to our European control centre. Section 6 d) You must send us any relevant letters immediately and send us all information and other help Legal Expenses we ask for. This applies to Events occurring in the United Kingdom only e) You must not admit liability or agree to settle or knowingly do anything which would a) What you are insured for prejudice any claim without our written permission. – We will pay legal expenses to claim damages or compensation in the United Kingdom f) We may take over and defend any claim in your name. We may also prosecute other people as a result of an Event which causes: in your name. – your death or your personal injury; or g) We will decide how we negotiate and settle your claim. You will have to pay any storage or – loss of or damage to the Insured vehicle and any related losses release fees over the policy limit of £100. – we will pay to defend a legal action following a motoring charge against you after an Event. What you are not insured for: The most we will pay under Section 6 is £25,000 for all claims resulting from any Event a) Any liability created by a contract or any civil liability. or Events. b) Loss of or damage to the Insured vehicle while it is being transported by sea or rail (unless b) What you are not insured for loss or damage is caused by our negligence). – Any legal action resulting from an event which happened before or after the Period c) Any expenses which you have paid or would have been required to pay anyway on your of Insurance. journey or holiday. – Any Event which is not reported to us in writing within three months of it taking place. d) Any expenses which you can claim under any motor, caravan or marine policy, or from any – Legal expenses which you pay or agree to pay before you have our written permission. other organisation which provides similar services to ours. – Legal expenses that can be claimed under any other policy. e) We will not pay any additional costs for repatriating your pet(s). – Expert witness fees, unless we have agreed in advance to you calling the witness and to the amount of the fees. How to claim – Your failure to give proper instructions to the solicitor. If you want to make a claim under Section 5, you will need a claim form. Please write to: – Any delay by you which we consider could damage the success of the legal action. European Claims Department – Any disagreement you may have with us. Green Flag Motoring Assistance – Legal expenses for action against another person in the Insured vehicle at the time of Leeds the Event. LS28 5GF. – Any claim resulting from riot, civil unrest or malicious acts. Or phone 0113 236 3236 and ask for the European Claims Department. – Legal action in constitutional, military or international courts. Once you have filled in the form, you should return it to the address above. – Any claim relating to drink or drug offences or parking offences. Note: – Any claim resulting from you not having a motor insurance policy, which meets a) We can only accept claims on an official claim form. with the requirements of the Road Traffic Act 1988. b) Any expenses for which you claim must have our prior consent and approval. – Any legal action against you when you do not have a valid driving licence or Road c) You must send in all relevant receipts, accounts, bills and invoices with your claim form. Fund Licence. d) Our European Claims Department must receive your claim within 30 days of your return to the United Kingdom. 30

Conditions which apply to Section 6 f) If you and we disagree on any point, you can write to us and ask us to refer the matter to a You must meet with the conditions of this part of the policy and do all that you can to keep legal solicitor or another suitably qualified person we agree to. If we cannot agree the President of expenses as low as possible. the Law Society will choose someone to decide the matter. This person will also decide who should pay any costs and expenses relating to the dispute. a) The legal words and phrases in this policy also cover the equivalent words and phrases in Scotland, Northern Ireland, the Isle of Man or the Channel Islands. Conditions which apply to all Sections b) If we send letters to your address as shown in our records, we will assume you have received What you are not insured for under this policy: those letters. a) Any costs and expenses if the Insured vehicle was not fit to drive at the start of the journey or c) We may take legal action in your name. If legal proceedings are necessary and we agree had not been regularly serviced in line with the manufacturer’s recommendations. We may that you need a solicitor, you can tell us which person or firm you want to act for you. ask for proof that the Insured vehicle was fit to drive. We may accept your suggestion if the solicitor confirms in writing that they will co-operate b) Any person driving the Insured vehicle who does not have a valid driving licence or insurance. with you at all times to help you meet the conditions of your policy. The solicitor must also c) Any Event while the Insured vehicle is towing or carrying more weight or people than it is agree with us the hourly rate that they charge you. If we cannot agree to the solicitor designed for, as shown in the manufacturer’s details. you have chosen, we will ask you to choose another one. When choosing a solicitor, you d) Any vehicle other than the Insured vehicle as registered with Green Flag as part of the cover must remember that you have a legal duty to keep the cost of your claim as low as possible. provided by your valid Black Card. Until you have chosen a solicitor, we may appoint one for you to protect your interests. We e) Any claim for damage or loss of commercial goods or those intended for resale carried at the may use our own agents or solicitors to make other investigations into your case, and if you time of the Event. agree, to try to settle the disagreement. If at any time we become aware of a conflict of f) Any legal liability resulting from a claim for parts, goods, services, arrangements or advice interest between you and the solicitor, we will write and tell you. provided by us or anyone acting for us. We will then choose another solicitor to take over your claim. g) Any expenses which you would have had to pay anyway. d) We must have direct access to the solicitor at all times and you must keep us fully informed h) Any damage to or theft of objects or accessories left in or outside the Insured vehicle after of all-important developments relating to your claim. the Event. – You must instruct the solicitor to send us immediately any documents, information or i) Consequential or indirect loss of any kind. advice we may need. You must also instruct the solicitor on matters relating to the claim j) If we provide a service you are not entitled to, you may have to pay for the service if we ask you to. provided. We may also charge an administration fee. – We will not pay legal expenses unless we have agreed to any arrangement or promise k) Other insurance you make with the solicitor or which you or the solicitor makes with a witness or expert. – If you are covered by any other insurance for an Event, we will only pay our share – You or the solicitor must write and tell us immediately if you make or receive any offer of the claim. to settle the claim. If you do not accept an offer of payment and we consider that the l) Reasonable care result of the case could be equally or less favourable to you than the offer of payment, – You must do all that you can and comply with all laws and codes to keep the Insured we will not pay any further legal expenses. vehicle safe and fit to drive. – You must not agree to settle a claim without our written permission. – You must follow the solicitor’s advice. Exclusions which apply to all Sections – You must send us immediately all bills for legal expenses, which you receive. a) We are not responsible for any loss, damages, costs, claims or expenses which you – If we ask, you must also instruct the solicitor to send their bill to the Law Society or may incur as a result of our delay or failure to perform our obligations due to a Force to any other suitable organisation to be checked or assessed. Majeure event. – You must do all that you can to get back legal expenses from anyone else at any time. b) Loss, expense or legal liability caused by: If you receive any payments you must give them to us. – Ionising radiation or radioactive contamination from nuclear fuel or nuclear waste; or – We may decide to pay you the amount of damages you are claiming instead of starting – The radioactive, toxic, explosive or other dangerous properties of nuclear equipment. or continuing legal proceedings. c) Loss or damage caused by pressure waves from planes and other flying machines. e) If at any time after receiving a claim we decide that: d) Any claim if: – You do not have a reasonable chance of success in legal action; – You know that the person driving the Insured vehicle does not have a valid driving licence; – Your interests would be better served in other ways; or Or – We cannot agree to the claim; – The person driving the Insured vehicle does not meet the conditions of their driving licence. We will write to you giving our reasons, we will then withdraw our assistance. 31 Law Collection of Information These terms and conditions will be governed by English Law and any disagreement or claim will Information is collected lawfully and in accordance with the Data Protection Act 1998. We will do be settled in the English courts. our best to ensure that your details are accurate and kept up to date. We will use reasonable efforts to meet our obligations to you but will not be liable for any failure or delay if such failure or delay is caused by circumstances beyond our reasonable control. Use of information By NatWest Black Card The parties to this insurance policy are you and us and any person or company who is not a party NatWest Black Card will use your personal information to: to this insurance policy has no right under the Contracts (Rights of Third Parties) Act 1999 to – Confirm, update and improve their customer records enforce any term of this insurance policy but this does not affect any right or remedy of a third – Identify and market products and services to you that may be of interest party that exists or is available apart from that Act. – Analyse and develop their relationships with you Please write your vehicle registration number on any letters you send us. – Help in processing any applications you may make. By UKI Service limits We may use and share your information with external organisations to help us and other a) We will provide assistance up to five times in any 12-month period. We may write and tell members of the Group to help us, and them: you when you have reached that limit. – assess financial and insurance risk, b) If you need assistance more than five times within any 12-month period, you may, at our – recover debt, sole discretion, have to pay the reasonable costs for the services we provide. – develop services and systems, c) You will have to pay for these services by credit or debit card. We will ask you for your card – prevent and detect crime. details before we provide assistance. But we will only charge you for the work when you Your information includes data about your transactions. have told our controller or agent that you are satisfied with it. d) If we provide a service you are not entitled to, you may have to pay. We do not disclose your information to anyone outside the Group except: e) We may also charge an administration fee. – where we have your permission; f) We have the right to refuse service if we consider that you or any of your party is behaving – where we are required or permitted to do so by law; or or has behaved in a threatening or abusive way to our employees, patrols or agents, or to – to other companies who provide a service to us or you; or any other contractor. We can make your cover invalid at any time if, in our reasonable – where we may transfer rights and obligations under this agreement. opinion, you have misused services we have provided. From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we shall write to you. If you do not object to the change within 60 days, you consent to that change. DATA PROTECTION NOTICE Who we are Keeping you informed NatWest Black Card Rescue is arranged by Green Flag Motoring Assistance and underwritten and If you have given prior permission, we would like to keep you informed by letter, phone and provided by UK Insurance Limited (“UKI”). UKI is a member of The Royal Bank of Scotland Group electronic means (including e-mail and mobile messaging) about products, services and additional and is authorised and regulated by the Financial Services Authority. In this Information statement, benefits that we believe may be of interest to you. If you would prefer not to receive this “we”, “us” and “our” refers to NatWest Black Card and UKI, unless otherwise stated. information please let us know. We are members of the Royal Bank of Scotland Group (the Group). For information about our Group of companies please visit www.rbs.com and click on ‘About Us’, or for similar enquiries By Third Parties please telephone 0131 556 8555 or Textphone 0845 900 5960. The personal information you give us and the information about your use of the services may be used by UKI and its associated group companies, to tell you by letter, telephone or e-mail about Your Information products or services that may interest you. Please take a few minutes to read this document as it contains important information relating to the details that you have given us. You should also show this document to anyone else who Dealing with other people is covered under your policy. At the request of many of our customers and to make managing your insurance more convenient, “Your personal information” means any information obtained from you in connection with a it is our policy to deal with your spouse or partner who calls us on your behalf. If you would like service or product provided to you by us. someone else to deal with your policy on your behalf on a regular basis please let us know. In If you contact us electronically, we may collect your electronic identifier e.g. Internet Protocol (IP) some exceptional cases we may also deal with other people who call on your behalf, with your address or telephone number supplied by your service provider. consent. If at any time you would prefer us to deal only with you, please let us know. Your privacy is important to us, and we promise to respect your personal information. 32

Sensitive Information Travel Insurance is underwritten by A.I.G. Europe, Some of the personal information we ask you for may be sensitive personal data, as defined by Boulevard de la Plaine 11, the Data Protection Act 1998 (such as information about health or criminal convictions) about B-1050 Brussels, Belgium. you and others named on the insurance policy. We will not use such sensitive personal data about The issuing and handling office is AIG Europe Ltd, 2/8 Altyre Road, Croydon, Surrey CR9 2LG, you or others except for the specific purpose for which you provide it and to provide the services United Kingdom. described in your policy documents. You will have been asked to agree to this when you called but please ensure that you only provide us with sensitive information about other people with their agreement. Cancellation: Cover continues automatically as long as We will check your details with fraud prevention agencies (1) the Cardholder maintains the Black Card account and If you provide false or inaccurate information and we suspect fraud, we will record this. We and (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. other organisations may use these records to: You may cancel this insurance at any time by contacting our Customer Service Team on – help make decisions about credit and credit related services for you and members 01737 815349. of your household; If this cover does not meet with your requirements, you may return this policy and schedule to us – help make decisions on motor, household, credit, life and other insurance proposals and within 14 days from the later of: the cover starting; or the day on which you receive this policy insurance claims, for you and members of your household; and schedule. We will give you a full refund on any premiums you have paid as long as you have – trace debtors, recover debt, prevent fraud, and manage your accounts or insurance policies; not made a claim in this period. – check your identity to prevent money laundering, unless you furnish us with satisfactory proof of identity. How to Claim If you want to receive details of those fraud agencies from whom we obtain and with whom we Notice of any claim must be given to the insurer promptly and no later than 30 days after record information about you, please contact us at the final address shown below. You have a the Accident. Please contact the Black Card Personal Assistant Service on 0845 602 5225 legal right to these details. Insurers pass information to the Claims and Underwriting Exchange for a Claims Form. Register, run by Insurance Database Services Ltd. The aim is to help us to check information Complaints provided and also to prevent fraudulent claims. When we deal with your request for insurance we The insurer will always aim to provide a first class standard of service. may search this register. Under the conditions of your policy you must tell us about any incident However, if an Insured Person has a complaint, you should, in the first instance, contact: (such as an accident or theft) which may or may not give rise to a claim. When you tell us about A.I.G. Europe, (UK) Ltd, The Complaints Department, 2/8 Altyre Road, Croydon, Surrey CR9 2LG, an incident, we will pass information relating to it to the register. United Kingdom. Call monitoring and recording You should quote your surname, name and claim reference number. We may monitor and record telephone calls in order to improve our service and to prevent If you are still not satisfied, you can ask the Financial Ombudsman Service to review your case: and detect fraud. The Financial Ombudsman Service (FOS), South Quay Plaza, 183 Marsh Wall, London E14 9SR (Tel: 0845 080 1800). Further information If you would like a copy of the information we hold about you, please contact the Data Protection Insurance Compensation Scheme Officer, Regulatory Risk (Compliance) Department, Mailpoint 38, Churchill Court, Westmoreland The insurer (which is incorporated in France) is covered by the “Fonds de Garantie des Assurrés Road, Bromley, Kent BR1 1DP, quoting reference NatWest Black Card Rescue. A fee may be payable. Contre la Défaillance des Enterprises d’Assurance de Personnes” in France. You may be entitled to compensation under the scheme if the insurer cannot meet its Financial Obligations. This depends on the type of business and the circumstances of the claim. TRAVEL INSURANCE Statement of demands and needs This product meets the demands and needs of those cardholders who travel abroad for up to 90 BLACK CARD – TRAVEL ACCIDENT INSURANCE – SUMMARY OF COVER consecutive days and who have been given this policy as a benefit of card membership. You have Cover: Up to a maximum of £350,000 for any one person for accidental death (limited to £7,500 not received any personal recommendations from National Westminster Bank Plc. This statement for children below 5 years, £15,000 for children below 15 years) or permanent disabling injury does not form part of the terms and conditions of your policy. (as defined in the Policy). Covering Cardholder, husband/wife or Partner and dependent children under 25 who are wholly dependent + max. 5 guests travelling together with principal Black Your Policy Summary Cardholder. Cover is in place whilst travelling in a public conveyance or rental car. This summary does not contain the full Terms and Conditions of cover. These are set out in In case of an accident occurred when travelling by means of a rental car, the maximum sum the Policy Wording. insured is £50,000. 33 An additional amount of £50,000 is foreseen for search and mortal remains repatriation. Duration of Cover Cover is available for trips abroad each of a maximum of 90 consecutive days. Cover begins as soon as the Cardholder’s application for the card has been accepted by Cover is not dependent on use of Black Card. Black Card. Cover continues automatically as long as: Duration of Cover (1) the Cardholder maintains the Black Card account and Cover begins as soon as the Cardholder’s application for the card has been accepted by (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. Black Card. Cover continues automatically as long as: Main Exclusions: (see Policy Wording for full list of exclusions) (1) the Cardholder maintains the Black Card account and 1. Confiscation of baggage by customs or any government authority. (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. 2. Necessary purchases are made within 4 days of actual arrival at destination. Main Exclusions: (see Policy Wording for full list of exclusions) 3. Cover is applicable to outbound journeys only, not when returning to the country of domicile. 1. illegal acts; 2. suicide; 3. war and civil war; BLACK CARD – TRAVEL CANCELLATION INSURANCE – SUMMARY OF COVER 4. inebriety; Cardholder will be credited up to max. £12,500 per trip for cancellation or curtailment due to: 5. bets, challenges, well-known perilous acts; a. Serious illness, accident, death of insured, husband/wife/partner or children; 6. the piloting of aircraft; b. Death of relatives of insured: ascendants, descendants, brothers, sisters, brothers/sisters 7. motorised speed or reliability trials and races; in law, stepsons and/or –daughters, father or mother in law; 8. manual work. c. Major household damage to insured’s principal or secondary residence or business office when the cardholder is the manager or is self-employed, resulting from theft, fire or natural perils and requiring imperatively the presence of the insured. BLACK CARD – DELAYED JOURNEY/MISSED CONNECTION INSURANCE An excess of £50 per claim will be applied. – SUMMARY OF COVER Reimbursement will be done in respect of: Cardholder will be credited up to £250 for essential purchases (preferably using your Black Card) – deposits already paid (if not recoverable) and any amounts for which the insured is held for meals, refreshments, additional travel and/or accommodation expenses, if the delay exceeds legally responsible in case the travel is cancelled or 4 hours in the journey. – a proportionate amount of expenses paid or incurred and not recoverable or usable which This cover will also be provided to the other insured persons travelling with cardholder. The are lost through curtailment of the trip plus necessary additional accommodation and amount per claim however will be limited in total to £500. travel expenses. Cover is not dependent on use of Black Card. Cover will include delay in the pre-booked itinerary due to strike, industrial action, adverse weather Duration of Cover conditions, mechanical breakdown or defect or overbooking subject to a minimum of Cover begins as soon as the Cardholder’s application for the card has been accepted by 24 hours of delay. Black Card. Cover continues automatically as long as: Cover is not dependent on use of Black Card. (1) the Cardholder maintains the Black Card account and Duration of Cover (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. Cover begins as soon as the Cardholder’s application for the card has been accepted by Main Exclusions: (see Policy Wording for full list of exclusions) Black Card. Cover continues automatically as long as: 1. In case comparable alternative transport has been made available within 4 hours. (1) the Cardholder maintains the Black Card account and 2. In case the insured persons fail to check-in according to the itinerary supplied, (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. unless due to a strike. Main Exclusions: (see Policy Wording for full list of exclusions) 3. Strike or industrial action existing or announced before start of journey. 1. Government Regulation. 4. Withdrawal of the vessel or vehicle from service by any civil authority of which notice has 2. Unemployment other than redundancy. been given before start of journey. 3. Disinclination to travel or continue the holiday. 4. Financial circumstance of any insured person. 5. Failure by tour operator or any provider of transport to fulfil holiday booking. BLACK CARD – DELAYED/LOST LUGGAGE INSURANCE – SUMMARY OF COVER 6. Non issue of visa. Cardholder will be credited up to (regardless of the number of persons travelling): 7. Self inflicted injuries. • £350 for costs of emergency purchases (preferably using the Black Card) for necessary 8. Inebriety. replacement clothing and toiletries if the checked-in luggage fails to arrive within 4 hours; 9. War and civil war. • An additional amount of £2,500 in case luggage still fails to arrive after 48 hours. 10. Radioactivity. Cover is not dependent on use of Black Card. 34

11. Chronic or pre-existent illness of the insured, unless no medical or paramedical treatment Covering Cardholder, husband/wife or Partner and dependent children under 25 who are wholly was required during the month preceding the departure and if the doctor in attendance is dependent + max. 5 guests travelling together with principal Black Cardholder. Cover is in place of the opinion that there were no counter indications to making the journey. whilst travelling in a public conveyance or rental car. 12. Dangerous Sports, races or speed-trials of any kind, professional or remunerative sports Cover is available for trips abroad each of a maximum of 90 consecutive days. and training Cover is not dependent on use of Black Card. 13. Psychological, psychosomatic, mental and nervous disturbances. Duration of Cover Cover begins as soon as the Cardholder’s application for the card has been accepted by Black Card. Cover continues automatically as long as: BLACK CARD – MISSED DEPARTURE INSURANCE– SUMMARY OF COVER (1) the Cardholder maintains the Black Card account and Cardholder will be credited up to (regardless of the number of persons travelling) £500 for meals, (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. refreshments, additional travelling and accommodation expenses, in case the insured arrives at Main Exclusions: (see Policy Wording for full list of exclusions) the airport, port or rail terminal too late to commence the journey as a result of: 1. Illegal acts. • Breakdown or accident involving the car or the public conveyance in which the insured 2. Suicide, self-inflicted injury. is travelling; 3. War and civil war. • Cancellation or curtailment of public transport due to adverse weather conditions, 4. Inebriety, illegal acts, bets, challenges, well-known perilous acts. strike or industrial action or mechanical breakdown, failure or accident. 5. Piloting of aircraft. Cover is not dependent on use of Black Card. 6. Motorised speed or reliability trials and races. Duration of Cover 7. Manual work. Cover begins as soon as the Cardholder’s application for the card has been accepted by 8. Radioactivity or toxic explosion. Black Card. Cover continues automatically as long as: 9. Trips specifically made for the purpose of obtaining medical treatment. (1) the Cardholder maintains the Black Card account and 10. Venereal disease, AIDS or ARC (AIDS related condition). (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. 11. Pregnancy within 3 months of the expected date of delivery. Main Exclusions: (see Policy Wording for full list of exclusions) 12. Travel against medical advice. 1. In case comparable alternative transport has been made available within 4 hours. 2. In case the insured persons fail to check-in according to the itinerary supplied, unless due to a strike. BLACK CARD – PERSONAL EFFECTS INSURANCE – SUMMARY OF COVER 3. Strike or industrial action existing or announced before start of journey. Max. insured limit of £3,000 per trip abroad with a sub-limit of: 4. Withdrawal of the vessel or vehicle from service by any civil authority of which notice has – £2,250 for personal luggage and valuables. been given before start of journey. – £750 for personal money, cheques and credit cards. – Max. limit per single item of £500. – Excess of £85 each and every loss. BLACK CARD – HOSPITALISATION ABROAD & MEDICAL EXPENSES INSURANCE Covering Cardholder, husband/wife or Partner and dependent children under 25 who are wholly – SUMMARY OF COVER dependent + max. 5 guests travelling together with principal Black Cardholder. Insured Amounts: Reimbursement amount is calculated as follows: – Hospitalisation abroad due to accident or illness: a daily indemnity of £55 per day/person, – Valuables: 30% of the initial value, in case of theft only. world-wide, for a period of max. 30 days in case of hospitalisation. – Other insured items: 75% of the purchase price in the 1st year after purchase, less an – Medical expenses up to max. £5,000,000 per insured person/trip. additional 10% per year as from the 2nd year. An excess of £50 per claim will be applied. Cover is not dependent on use of Black Card. Considered as medical expenses are: Duration of Cover – Medical surgical massage & emergency dental treatment. Cover begins as soon as the Cardholder’s application for the card has been accepted by – Moving insured person from scene of accident. Black Card. Cover continues automatically as long as: – Hospital & nursing-home expenses. (1) the Cardholder maintains the Black Card account and – Reasonable additional accommodation and travel expenses. (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. – Overseas funeral expenses or transport of mortal remains in case of death. Main Exclusions: (see Policy Wording for full list of exclusions) – Repatriation to country of domicile on medical grounds resulting from accidental bodily injury, 1. Normal wear and tear, decay or defective feature of the object. illness, pregnancy or hi-jack. 2. Deterioration caused by moths or cleaning, reparation or restoration process. 35 3. Mishandling. (1) the Cardholder maintains the Black Card account and 4. Confiscation, seizure or destruction of baggage by customs, administrative or (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. government authority. Main Exclusions: (see Policy Wording for full list of exclusions) 1. Claims that are not confirmed as medically necessary and where a medical certificate BLACK CARD – THIRD PARTY LIABILITY INSURANCE – SUMMARY OF COVER has not been obtained. Insured limit of £2,000,000 (bodily injury and property damage combined) against the financial 2. Loss or damage to ski equipment which is more than 3 years old. consequences of public liability incurred under the legislation in force or jurisprudence, in respect 3. Deliberate, wilful or malicious damage and carelessness or neglect. of bodily injuries and/or material damages to a 3rd party during insured trips abroad. 4. Any damaged equipment not available for inspection by the authorised loss adjuster. Covering Cardholder, husband/wife or Partner and dependent children under 25 who are wholly 5. Normal wear and tear, depreciation or damage by moth, vermin, atmospheric or climatic dependent + max. 5 guests travelling together with principal Black Cardholder. conditions or gradually operating causes. Cover is not dependent on use of Black Card. 6. Losses from motor vehicles. Duration of Cover 7. Losses not immediately reported to police authorities and where a copy of the report has not Cover begins as soon as the Cardholder’s application for the card has been accepted by been obtained. Black Card. Cover continues automatically as long as: 8. Losses not reported to the relevant transport company or hotel whilst in their care. (1) the Cardholder maintains the Black Card account and 9. Hired equipment not verified as lost or damaged by an official receipt of the rental ski shop. (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. 10. Delay, detention, seizure or confiscation by Customs or other officials. Main Exclusions: (see Policy Wording for full list of exclusions) 11. Losses due to cleaning, repairing, dyeing or restoration. 1. Automobile liability or aviation exposure. 12. European winter sports holiday commencing on or after May 1st and before December 1st. 2. Liability arising out of the transmission of a communicable disease by an insured person. 13. Claims where insured has not obtained written confirmation of closure from the local 3. Contract liability or agreement and professional liability. representative or claims where the skiing conditions are known or are public knowledge 4. Intentionally caused or provoked damages, illness or accidents. at the time of booking. 5. Accidents caused to insured, ascendants or descendants. 14. Claims in case not all ski facilities are closed. 6. During operation of motorcars or motor-driven machines, sailing or motorboats, aircraft or 15. War & civil war, radioactivity & nuclear risks. saddle-bearing animals which the insured or the persons insured has public liability for, 16. Damage from pressure waves caused by aircraft travel. owns, drives, rides or has under his care, custody or control. 17. Venereal disease, AIDS or ARC and suicide or attempt thereof. 7. During competitive and/or dangerous sports. 18. Inebriety. 8. Fire or explosion. 19. Consequential loss of any kind. 9. Inebriety. 20. Unlawful act. 10. Participation in mass demonstrations, strikes, riots, murder attempts or acts of terrorism.

BLACK CARD – COLLISION DAMAGE WAIVER INSURANCE – SUMMARY OF COVER BLACK CARD – WINTER SPORTS INSURANCE – SUMMARY OF COVER Cover for a max. period of 31 days per rental term up to a max. of £35,000 in respect of costs Cover is provided for a max. 17 nights per calendar year in respect of: for repairing or restoring the rental vehicle to its original condition, in case the vehicle can be – Ski Pack (pre-paid lift pass, ski school and equipment hire fees): max. £85 per week. repaired, or the replacement value of the rental vehicle, in case the vehicle can not be repaired, – Loss, theft or accidental damage to own or hired ski equipment: max. £1,000 per insured and this up to: with an excess of £55 each and every claim per insured person. a) the limit (higher deductible) for which the rental contract holds the eligible person responsible – Costs of hired ski equipment due to loss, theft or accidental damage of own equipment: in case the eligible person refuses the facultative rental company’s insurance (in English £225 per insured person. CDW for collision damage waiver insurance, LDW for loss damage waiver insurance for third – Piste Closure: max. £10 per day for transportation to an alternative site and £25 party damages or TPC for theft protection cover) and in case the rental company covers compensation per day in case no alternative site is available. damages to the rental vehicle under another insurance policy for the sum exceeding the – Avalanche Closure: max. £165 per insured person. mentioned limit, or Covering Cardholder, husband/wife or Partner and dependent children under 25 who are b) the amount of the deductible (lower deductible) stipulated in the rental contract when the wholly dependent + max. 5 guests travelling together with principal Black Cardholder. insured accepts the facultative rental company’s insurance (in English CDW for collision Cover is not dependent on use of Black Card. damage waiver insurance, LDW for loss damage waiver insurance for third party damages Duration of Cover or TPC for theft protection cover) and in case the rental company covers damages to the Cover begins as soon as the Cardholder’s application for the card has been accepted by rental vehicle under another insurance policy for the sum exceeding the mentioned limit. Black Card. Cover continues automatically as long as: 36

The insurance company will intervene up to that amount after application of a deductible of £55 3. Vehicles not owned by the insured person or an immediate family member residing per claim. If the cost of repairing or replacement is higher than £55, the total amount of repairing with insured person. or replacement up to £35,000 will be reimbursed. 4. Conveyances other than cars, trucks, jeeps, motor-vehicles, recreational vehicles, Cover is extended to principal or secondary cardholders + any other person travelling with campers or trailers. cardholder whose name is listed on the rental contract. 5. Any expenses incurred that are not the result of a loss or theft of keys belonging to the The rental car must be paid for by means of the Black Card to activate the cover. insured person or an immediate family member residing with insured person. Duration of Cover 6. Normal wear and tear or gradual deterioration, inherent vice or damage. Cover begins as soon as the Cardholder’s application for the card has been accepted by Black Card. Cover continues automatically as long as (1) the Cardholder maintains the Black Card account and TRAVEL INSURANCE (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. Policy Terms & Conditions Main Exclusions: (see Policy Wording for full list of exclusions) The travel insurance policy consists of the following sections: 1. War, civil war and related activities. a) Travel Accident Insurance Page 38 2. Normal wear and tear, construction defect and deliberate damage. b) Delayed Journey/Missed Connection Page 40 3. Expenses which do not pertain to the repair or replacement of the vehicle. c) Delayed/Lost Luggage Page 41 4. Exotic vehicles and vehicles generally known as sports cars, limousines, collectors’ d) Travel Cancellation Page 41 vehicles and recreational vehicles such as but not limited to cross country, 4x4, vehicles e) Missed Departure Page 43 with 2 and 3 wheels, camping cars and trailers. f) Hospitalisation Abroad/Medical Expenses Page 43 5. Simultaneous rental of more than 1 vehicle. g) Personal Effects Page 44 6. Regular rental of utility vehicles for use in deliveries, errands, house moves. h) Third Party Liability Page 45 i) Winter Sports Page 46 BLACK CARD – LOST KEY INSURANCE – SUMMARY OF COVER j) Collision Damage Waiver Page 47 Covered is any person who holds a valid Black Card for loss or theft of the keys of: k) Lost Key Insurance Page 48 – an owned vehicle. Vehicle means a car, truck, jeep, motorcycle, recreational vehicle, The following clauses are common to sections a-k detailed above. Please refer to each individual camper or trailer owned by the insured person. section for specific policy details and how to make a claim. If you have any questions on any – primary residence in the country of residence, as well as for other residences hired for a section of your travel insurance policy, please ring the NatWest Black Card Personal Assistant minimum of 6 months. Service on 0845 602 5225 (Textphone 0870 154 1192). From abroad +44 1733 286 562. Max. reimbursement is £200 per claim. Insurer Covered incidents are: Producing Office – Key replacement AIG Europe s.a. – Break-in protection Boulevard de la Plaine, 11 – Lock change reimbursement B–1050 Brussels – Lock out reimbursement Issuing and Handling Office – A deductible of £20 per claim will be applicable. AIG Europe Ltd, 2/8 Altyre Road, Croydon, Surrey CR9 2LG, United Kingdom In case of loss or theft of key of owned vehicle and their replacement will take longer than 24 hours AIG Europe is regulated by the Commission de Côntrole des Assurances, 54 Rue de Châteaudun, the insurer will pay a daily amount of £75, with a maximum of £750 per claim, to rent a car. 75009 Paris, France. Cover is not dependent on use of Black Card. Policyholder Duration of Cover Mastercard Europe S.P.R.L Cover begins as soon as the Cardholder’s application for the card has been accepted by Cháussee de Tervueren, 198 – B.8 Black Card. Cover continues automatically as long as: B – 1410 Waterloo (1) the Cardholder maintains the Black Card account and The full text of the approved policy terms and conditions will prevail in the case of any conflict with (2) the insurance continues to be placed with A.I.G. Europe, by Black Card. any marketing materials or the Summaries of Cover as set out within this document. Main Exclusions: (see Policy Wording for full list of exclusions) Policy Number 1. Reimbursement or benefits payable by any other insurance policy or employer of insured. 2.004.572 2. Any residence other than the insured’s persons primary residence. 37 Legal procedure Insurance Compensation Scheme All legal actions arising from a claim indemnifiable under the present policy are time barred as The insurer (which is incorporated in France) is covered by the “Fonds de Garantie des Assurés prescribed under English law. Contre la Défaillance des Entreprises d’Assurance de Personnes” in France. You may be entitled to Arbitration compensation under the scheme if the insurer cannot meet its financial obligations. This depends Any dispute that may arise between the parties shall be settled by arbitration as prescribed by law. on the type of business and the circumstances of the claim. Variation The insurer reserves the right at all times to supplement, vary or amend any or all of the clauses TRAVEL ACCIDENT INSURANCE of this policy or any benefit payable thereunder as a result of a requirement of law, customer Part 1 – Eligibility feedback, product development or such other reasons as are communicated to the insured at the The following persons shall be eligible for insurance hereunder: time of notification of change. Any such variation will be effective on notice to the insured and • Any person who holds a valid Black Card in the UK, plus their spouse and dependent notice may be any means the insurer thinks fit as permitted by law. The insurer may from time to children under 25 years of age. Spouses and children are covered even if travelling alone; time appoint agents to give such notices on its behalf and until further notice the insurer appoints and in addition National Westminster Bank Plc as its agent for that purpose only. • Maximum 5 guests per Black Cardholder, whom have been invited by the Black Cardholder Jurisdiction to the same journey with the same purpose as the Black Cardholder, but only if and while This policy shall be governed exclusively by English law and any disputes arising shall be subject travelling together with the principal Black Cardholder. exclusively to English jurisdiction. Subject otherwise to the terms and conditions of the policy. Part 2 – Schedule of Benefits Cooling Off Period 1. a) In case of an accident occurred when travelling by means of a rental car: If this cover does not meet with your requirements, you may return this policy and schedule to Loss of life accident Specific loss accident us within 14 days from the later of: the cover starting; or the day on which you receive this policy indemnity indemnity and schedule. We will give you a full refund on any premiums you have paid as long as you have not made a claim in this period. £50,000 £50,000

Complaints procedure b) In all other cases: We will do everything possible to make sure your complaint is dealt with quickly and fairly. The easiest way to complain is simply to call the Black Card Personal Assistant Service on Loss of life accident Specific loss accident 0845 602 5225 (24 hours) (Textphone 0870 154 1192). Should you feel the need to write, indemnity indemnity please address your letter to: Complaints Department, AIG Europe (UK) Ltd, 2/8 Altyre Road, £350,000 £350,000 Croydon, Surrey CR9 2LG, United Kingdom. In case of children’s loss of life, the benefit will be: Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise to children in the age group up to 5 years: £7,500 acknowledge your complaint within 3 business days of receipt. We will then endeavour to resolve children in the age group from 5 to 15 years: £15,000 your complaint as quickly as possible. If we are unable to do so within 10 business days, we will children above 15 years: £350,000 write and let you know the reasons why and the further action we will take. The age taken into account is the age at the time of death. If we cannot resolve the differences between us, we will issue a final response letter. Upon receipt 2. Search and/or repatriation of mortal remains. of this, you may refer your complaint to the Financial Ombudsman Service (FOS), who will then Maximum limits: £50,000 per insured person. liaise with us on your behalf. 3. Maximum limit of indemnity per insured person per claim: The address of the Financial Ombudsman Service is: £400,000 including a maximum of £50,000 per insured for search and/or repatriation Financial Ombudsman Service of mortal remains. South Quay Plaza 4. Organised groups are covered up to £3,500,000 for any one accident. 183 Marsh Wall 5. Benefits are payable in the local currency of the country in which the Black Card was London E14 9SR (Tel: 0845 080 1800). issued at the average exchange rate of sterling in force on the day of the accident. Please note the Financial Ombudsman Service will normally only consider a complaint once we have issued a final decision. If you do refer your complaint to the Financial Ombudsman Service, Part 3 – Definitions this will not affect your right to take legal action. Children means the children under 25 years of age of the cardholder or his spouse that are wholly dependent, according to the rules in force in the country of residence. 38

Injury a) when going directly to an airport or place of embarkation for the purpose of boarding an means bodily injury caused by an accident occurring whilst this policy is in force to the insured aircraft, vessel or train on which the insured person is covered by the policy, or person and resulting directly and independently of all other causes of loss covered by this policy b) when returning directly from an airport or place of embarkation from such aircraft, provided such injury is sustained under the circumstances and in the manner described in Part 4, vessel or train. “Description of Hazards”. 3. Such injury received while travelling as a passenger or driver of a rental car. Loss of Life Accident Indemnity B. Period of travel abroad means accidental death, when Injury results in the loss of life of the Insured person within one year The insurance commences from the date on which departure for a journey of maximum 90 after the date of the accident. consecutive days abroad begins, for which the travel ticket or car rental contract is purchased Organised Group and runs until the insured person returns to the country of membership. During an insured means a group of people travelling together for whom travel organisation has been arranged in period of travel accident insurance cover is guaranteed 24 hours a day. their joint interests. C. Domestic Travel (within the UK) Public Conveyance In case of domestic travel it is required that a hotel or holiday resort has been booked in means planes, ships, trains or coaches that are licensed to carry fare-paying passengers. advance for a minimum of 2 nights. Normal and habitual travel to and from the cardholder’s Chartered flights and shuttle services are considered as public conveyance if the aircraft has been home and place of employment or second residence shall not be considered an insured journey. chartered by a travel agency or a tour operator. Aeroplanes hired by an insured person for private Part 5 – Loss of Life Accident Indemnity or business purposes are not covered, except for persons holding a professional licence to fly When injury results in loss of life of the insured person within one year after the date of the whom hire an aeroplane for non professional use during the period of travel abroad. Coaches accident, the insurer will pay up to the loss of life accident indemnity stated in Part 2, Schedule of are covered if chartered by a travel agency or a tour operator. Benefits. Rental Cars Part 6 – Specific Loss Accident Indemnity means all motorised rental cars of at least four wheels used by the cardholder for private transport When injury does not result in loss of life of the insured person but does result in any one of the of persons or goods for a period not exceeding 60 days. Leasing and long-term rentals, cross- following losses within one year after the date of the accident, the insurer will pay up to the country cars, vehicles with 2 wheels and vehicles with 3 wheels, are not covered. amount set opposite said loss, but not to exceed the specific loss accident indemnity stated in Schedule of Benefits Part 2, Schedule of Benefits. wherever used in this policy, means Part 2, Schedule of Benefits. If more than one loss results from one accident, only the amount set opposite the greater will be paid. Specific Loss Accident Indemnity means accidental disablement, when Injury results in any one of the losses described in Part 6 Loss Benefit amount below, within one year after the date of the accident. Spouse Both hands means “wife” or “husband” or “partner” who has been living with the cardholder as such for Both feet The specific loss accident indemnity a period in excess of six months or whose name has been reported to the insurance company in The entire sight of both eyes in Part 2, Schedule of Benefits a registered letter prior to claim. One hand and one foot Part 4 – Description of Hazards One hand and the entire sight of one eye A. Transport One foot and the entire sight of one eye The benefits specified in this policy will be paid if, while this policy is in force, an insured One hand 50% of the specific loss indemnity person suffers loss resulting, directly and independently of all other cause, from accidental One foot accident in Part 2, Schedule of Benefits bodily injury (such injury) received during a one-way/return or round trip taken by the The entire sight of one eye insured person between the point of departure and the destination (both as designated in the insured person’s ticket) on or after the date of ticket purchase; provided, however, LOSS as used above with reference to hand or foot, means the complete severance or functional such injury is sustained under the circumstances specified in 1 or 2 or 3 as follows: disability through or above the wrist or ankle joint and, as used with reference to eye, means the 1. Such injury received while travelling as a passenger, and not as a pilot or crew member irrecoverable loss of the entire sight thereof. except for insured persons holding a professional licence to fly whom hire an aeroplane In the event of any accident to a disabled person, the insured person would be entitled to indemnity for non professional use during the period of travel abroad, whilst in or boarding or for any increase in the degree of disablement. disembarking from or being struck by an air, land or water public conveyance. Part 7 – Search and Repatriation 2. Such injury received while travelling as a passenger in a public conveyance or in a taxi, The cost of searching and recovering an insured person following an accident will be taken in or while travelling as a driver or passenger of a private car, but only charge by the insurer. This specifically means the costs related to the means used by the rescuers from the site of the accident to the nearest hospital. 39 When the insured accident leads to death, the insurer guarantees the reimbursement of the 9. the insured person engaging during the period of travel abroad in manual work, in cost of repatriating the mortal remains. In all cases, the repatriation must be effected in the connection with a profession, business or trade, or in the supervision of such manual work most economic manner. The indemnities paid by the insurers for this coverage will never exceed unless this supervision be purely administrative as opposed to physical; £50,000 per insured person when cover is granted under Part 2, Schedule of Benefits. 10. ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear Part 8 – Maximum Indemnity Per Cardholder waste from the combustion of nuclear fuel; In no event will duplicate or multiple Black Cards or MasterCard cards or duplicate or multiple 11. the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly MasterCard travel accident insurance certificates obligate the insurer to pay in excess of the or nuclear component thereof. Schedule of Benefits detailed in Part 2 for any one loss sustained by any one individual insured Part 12 – Payment of Benefits and Beneficiary person as a result of any one accident under this policy, or under MasterCard travel accident The payment of benefits will be made directly to the beneficiary. The beneficiary in case of insurance policies wherever issued. Specific Loss Accident Indemnity will be the Insured. The beneficiary in case of child Loss of Life The limit of indemnity for which the insurer shall be liable for all losses to any one insured person or child Specific Loss Accident Indemnity will be the legal representative. Loss of Life Accident arising out of any one accident, is the aggregate limit of indemnity in Part 2, Schedule of Benefits. Indemnity and any other accrued benefits unpaid at the insured person’s death shall be payable The limit of indemnity in case of child loss of life will never be higher than laws and regulations in in accordance with the designation of beneficiary made by the insured person. If no beneficiary force at the time of acceptance. The amount of indemnity due under Part 5, Loss of Life Accident has been designated or if the designated beneficiary has predeceased the insured person, such Indemnity and Part 6, Specific Loss Accident Indemnity of this policy cannot be cumulated. benefits shall, in accordance with the laws of the country of payment, be paid to the insured Part 9 – Exposure and Disappearance person’s executor(s) or administrator(s), legal heir(s) or personal legal representative(s) with When, by reason of an accident covered by this policy, an insured person is unavoidably exposed exception of the state. to the elements and, as a result of such exposure, suffers a loss for which indemnity is otherwise If, after inquiry, no heir is found, benefits will be paid to the policyholder for the outstanding payable hereunder, such loss shall be covered under the terms of this policy. balance on the insured person’s Black Card account, if applicable, provided such a procedure is When the insured person disappears and his body is not discovered within one year following not unlawful according to laws and regulations in force. The receipt from the person(s) to whom the disappearance or the accidental destruction of land, air or sea public conveyance in which payment is made will fully discharge the insurer. the insured person was travelling at the time of the accident, it will be assumed that the insured Nevertheless, if the card account shows a negative balance when the claim occurs, the company person died as a result of this accident. will deduct from the benefit an amount equal to the cardholder’s debit balance and pay that Part 10 – Piracy, Attacks, Terrorism amount by priority to NatWest but only with the beneficiary’s agreement, or, if MasterCard can Coverage is granted to insured persons if injuries are sustained by acts of piracy, attacks, prove that this procedure is not unlawful according to cardholder’s marriage contract and local terrorism, extortion, or other similar event taking place and not excluded under Exclusions laws and regulations. Part 11, 2 (a) and 2 (b), always provided that the insured person has taken no active part. Benefits are payable in the local currency of the country in which the Black Card was issued Part 11 – Exclusions at the average exchange rate of sterling in force on the day of the accident. This policy does not cover any loss caused by or resulting from, directly or indirectly: Part 13 – Claims Procedure 1. suicide or any attempt thereat while sane or self-destruction or any attempt thereat while insane; Notice of any claim must be given to the insurers promptly. Please call the Black Card Personal 2. (a) war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil Assistant Centre on 0845 602 5225 (Textphone 0870 154 1192) for a claim form. The insured war, rebellion, revolution, insurrection, or military or usurped power; person having sustained an injury authorises his doctor to provide any information to the insurer’s (b) any foreseeable act of any person acting on behalf of or in connection with any medical adviser. organisation with activities directed towards the overthrow by force of any government He undertakes to have, at the insurer’s request, a medical examination the fees for which will be (whether with legal authority or not); paid by the insurer. In the event of death, the insurer is entitled to subordinate the payment of the 3. illegal act of an insured person or an insured person’s designated beneficiary, executor(s) or indemnity to a post-mortem, the fees for which will be borne by the insurer. administrator(s) or legal heirs or personal legal representative(s); All medical certificates, accounts, receipts and information required by the insurers shall be 4. the inebriety of an insured person whilst driving a vehicle unless it can be proved by him or furnished in such forms as the insurer may require and at the expense of the claimant. his beneficiaries that there is no causal link. (The state of intoxication will be determined according to the regulations in force in the country where the accident occurred); 5. bets, challenges, perilous acts; DELAYED JOURNEY/MISSED CONNECTION 6. the participation, whether as professional or under paid contract, at any sport or PART 1 – Declaration competition, as well as the training; 1. Eligible persons and insured persons: 7. the piloting of aircraft, except for persons holding a professional licence to fly whom hire Any person who holds a valid Black Card in the UK and all persons travelling with him. an aeroplane for non professional use during the period of travel abroad; 2. Coverage of all kinds of licensed commercial passenger conveyances by sea, land or air. 8. motorised speed or reliability trials and races; 40

PART 2 – Coverage PART 2 – Coverage 1. Benefits 1. Benefits The cardholder will be credited up to £250 for essential purchases on his Black Card for The cardholder will be credited up to £350 on his Black Card for costs of emergency meals, refreshments, additional travel and/or accommodation expenses, if the delay exceeds purchases of necessary replacement clothing and toiletries expenses if the luggage, 4 hours in the journey or the connection because of: checked into the custody of the conveyance on or in which he is travelling, fails to a) delay or cancellation of his booked and confirmed journey. arrive within 4 hours after he has reached his destination abroad. If 48 hours delay, b) denial of boarding due to overbooking on his booked and confirmed journey. he will be credited up to an additional amount of £2,500 for above-mentioned costs. c) late arrival of his connecting journey causing him to miss his onward connection. This cover will also be provided to the other insured persons travelling with him. The d) late arrival (more than 1 hour) of public transport, charged to his Black Card, causing maximum per claim however will be limited in total to £350 (when a delay of 4 hours him to miss the flight, sea or land journey. is exceeded) and £2,500 (when a delay of 48 hours is exceeded). 2. Conditions and limitations This cover will also be provided to the other insured persons travelling with him. The amount per a) Notification of a claim must be made within 21 days of a delay occurring. claim however will be limited in total to £500. b) The total maximum claim limits of £350 (when a delay of 4 hours is exceeded) 2. Conditions and limitations and £2,500 (when a delay of 48 hours is exceeded) are the total for each delay a) Notification of a claim must be made within 21 days of a delay occurring. irrespective of the number of persons travelling. b) The total maximum claim limit of £500 is the total for each delay irrespective of the c) The ABC WORLD AIRWAYS GUIDE will be the general reference guide to the scheduled number of persons travelling. carrier’s timetable confirmed on the journey ticket, or similar organisation concerning c) The ABC WORLD AIRWAYS GUIDE will be the general reference guide to the scheduled transport by sea or land. carrier’s timetable confirmed on the journey ticket, or similar organisation concerning d) Reasonable measures must have been taken to recover baggage by the cardholder transport by sea or land. and any accompanying insured persons. d) No claim will be permitted if comparable alternative transport has been made available e) Notification of any apparent delay to baggage must be made immediately to the within 4 hours after scheduled departure time or within 4 hours of an actual connecting owner or operator of the conveyance concerned. flight arrival time. f) Confiscation of baggage by customs or any government authority cannot form the e) No claim will be allowed if the insured persons fail to check-in according to the itinerary basis for any claim. supplied, unless it is due to a strike. g) Claims will be considered for purchase of essential clothing and toiletries only if such f) No claim will be permitted if the delay is due to a strike or industrial action existing or purchases are made before the retrieval of the baggage and within 4 days of actual announced before start of journey. arrival at destination. g) No claim will be permitted if the delay is due to withdrawal of the vessel or vehicle from h) Purchases are charged preferably to the Black Card. If the insured person’s Black Card service by any civil authority of which notice had been given before start of journey. could not be used for the essential purchases, the receipts of purchase will be valid. No PART 3 – General Conditions purchase will be reimbursed if the insured person can not give evidence of that purchase. 1. Payment of benefits and beneficiary PART 3 – General conditions The payment of benefits will be made directly to the beneficiary. Benefits are payable in the 1. Payment of benefits and beneficiary local currency of the country in which the Black Card was issued at the average exchange The payment of benefits will be made directly to the beneficiary. rate of sterling in force on the day of the accident. Benefits are payable in the local currency of the country in which the Black Card was issued 2. Claims procedure at the average exchange rate of sterling in force on the day of the accident. Notice of any claim must be given to the insurers promptly. Please call the Black Card 2. Claims procedure Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim form. Notice of any claim must be given to the insurers promptly. Please call the Black Card Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim form.

DELAYED/LOST LUGGAGE PART 1 – Declarations TRAVEL CANCELLATION 1. Eligible persons and insured persons: PART 1 – Declarations Any person who holds a valid Black Card in the UK and all persons travelling with him. Eligible persons and insured persons: 2. Coverage of all kinds of licensed commercial passenger conveyance by sea, land or air. Any person who holds a valid Black Card in the UK and all persons travelling with him.

41 PART 2 – Definitions overbooking which affects the aircraft vessel or other licensed passenger carrying transport, Date of departure subject to a minimum delay of 24 hours. Date of departure of the travel mentioned in the travel contract, or date mentioned in the travel PART 4 – Exclusions contract of commencement of the stay at a holiday resort, whichever is earlier. 1. Intentional self-inflicted injury while sane or insane. Date of travel reservation 2. Government regulation, act of currency restriction, non issue of visas. Date of booking services by a professional operator and/or intermediary. 3. Unemployment, other than redundancy. Spouse 4. Disinclination to travel or continue the holiday. Means “wife” or “husband” or “partner” who has been living with the cardholder as such for 5. Financial circumstances of any insured person. Insolvency of the cardholder. a period in excess of six months or whose name has been reported to the insurance company in 6. Failure by the tour operator or any provider of transport or accommodation to fulfil the a registered letter prior to claim. holiday booking. Illness 7. Excessive use of alcohol, use of drugs other than under medical supervision. Trouble to health certified by an acknowledged doctor, making the booked journey impossible The inebriety of an insured person, unless it can be proved by him or his beneficiaries for medical reasons. that there is no proximate link (the state of intoxication will be determined according to Accident the regulations in force in the country where the incident occurred). Bodily injury caused by an accident resulting from reasons beyond the control of the insured, 8. War, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, certified by an acknowledged doctor, making the booked journey impossible for medical reasons. rebellion, revolution, insurrection or military or usurped power. Major damage to real estate 9. Ionising radiations from or contamination by radioactivity from any nuclear fuel or from any Exceptional and accidental damages to land or residences belonging to the insured, resulting from nuclear waste or from the combustion of nuclear fuel. reasons beyond the control of the insured, making the booked journey impossible. 10. The radioactive, toxic explosive or other hazardous or contaminating properties of any PART 3 – Coverage nuclear installation, reactor or other nuclear assembly or nuclear component thereof. 1. Sum Insured 11. Bodily injury caused by accident or illness for which a medical treatment had commenced The total amount for a travel and/or resort, with a maximum of £12,500 per trip, regardless prior to making travel reservation. of the number of insured persons. 12. Epilepsy, diabetes, development of congenital illness. Excess 13. Chronic or pre-existent illness of the insured, unless no medical or paramedical treatment was An excess of £50 per claim will be applied. required during the month preceding the date of making the travel reservation and if the doctor 2. Causes in attendance is of the opinion that there were no counter indications to making the journey. a) Serious illness, accident, death of the Black Card holder, spouse or children. 14. Accidents or disturbances consecutive to: b) Death of following relatives of the insured: ascendants, descendants, brothers, sisters, • practising of mountaineering along unmarked tracks, big game hunting, speleology, brothers in law, sisters in law, stepsons, stepdaughters, fathers in law, or mothers in law. undersea fishing, combat sports, perilous act; c) Major household damage requiring imperatively the presence of the insured, resulting • taking part in races of any kind, speed-trials or competitions; from theft, fire or natural perils caused to the insured’s: • the participation, whether as professional or under paid contract, at any sport or – principal or secondary residence; competition, as well as the training. – business office when the cardholder is the manager or is self-employed. 15. Psychological, psychosomatic, mental and nervous disturbances, unless they require an 3. Conditions uninterrupted hospitalisation stay of at least one week before the departure date. This policy shall reimburse an amount up to but not exceeding the above mentioned insured 16. Pregnancy problems, unless the insured person was less than three months pregnant at amount, against: the time the trip was booked. a) the cancellation indemnity due by and for the insured person under the travel contract, 17. Childbirth or operations in connection therewith as well as voluntary abortions. if the trip is cancelled before the date of departure because of one of the reasons 18. Defect and bad state of the private car used for the journey. mentioned above; or 19. Delay due to traffic disturbances and other incidents. b) a proportionate amount of non recoverable or non usable expenses which are lost for 20. Administrative, visa and other similar costs. the insured because of curtailment of the trip by the insured, plus necessary additional PART 5 – General Conditions accommodation and travel expenses for the insured, incurred due to one of the causes 1. Payment of Benefits and Beneficiary mentioned above. The payment of benefits will be made directly to the beneficiary. The receipt from the person(s) In respect of the above circumstances, cover includes delay in the pre-booked itinerary due to whom payment is made will fully release the insurer. Benefits are payable in the local to strike, industrial action, adverse weather conditions, mechanical breakdown or defect or currency of the country in which the Black Card was issued at the average exchange rate of sterling in force on the day of the accident. 42

2. Claims Procedure 2. Claims procedure Notice of any claim must be given to the insurers promptly. Please call the Black Card Notice of any claim must be given to the insurers promptly. Please call the Black Card Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim form. form. The insured person having sustained an injury authorises his doctor to provide any information to the insurer’s medical examiner. He undertakes to undergo, at the insurer’s HOSPITALISATION ABROAD/MEDICAL EXPENSES request, a medical examination for which the fees will be borne by the insurer. In the event PART 1 – Declarations of death, the insurer is entitled to subordinate the payment of benefits to a post-mortem, for Eligibility which the fees will be borne by the insurer. All medical certificates, accounts, receipts and • Any person who holds a valid Black Card in the UK, plus their spouse and dependent children information required by insurers shall be furnished in such forms as the insurer may require under 25 years of age. Spouses and children are covered even if travelling alone; and in addition and at the expense of the claimant. • Maximum 5 guests per Black Cardholder, whom have been invited by the Black Cardholder to the same journey with the same purpose as the Black Cardholder, but only if and while travelling together with the principal Black Cardholder. MISSED DEPARTURE PART 2 – Definitions PART 1 – Declarations ACCIDENT means bodily injury caused by an accident resulting from reasons beyond the control 1. Eligible persons and insured persons: of the insured, certified by an acknowledged doctor. Any person who holds a valid Black Card in the UK and all the persons travelling with him. ILLNESS means trouble to health certified by an acknowledged doctor. 2. Coverage of all kinds of licensed commercial passenger conveyance by sea, land or air. PART 3 – Coverage PART 2 – Coverage 1. Sum insured 1. Benefits a) Hospitalisation: the daily indemnity to be paid for a maximum of 30 days’ hospitalisation Cardholder will be credited up to £500 for local meals, refreshments, additional travelling is £55 per day/per person (Worldwide). and accommodation expenses, if the insured arrives at the airport, port or rail terminal too b) Medical Expenses: £5,000,000 per person/per trip. late to commence the journey (inland or international), as a result of: Excess a) breakdown or accident involving the car or the public conveyance in which the insured An excess of £50 per claim will be applied on the Medical Expenses Coverage. is travelling; 2. Details of cover b) cancellation or curtailment of public transport due to adverse weather conditions, Hospitalisation: strike, industrial action, mechanical breakdown, failure or accident. The coverage is granted in case of hospitalisation of minimum one night, resulting from an This coverage will also be provided to the other insured persons travelling with him. ACCIDENT or ILLNESS during a period of travel of maximum 90 days abroad. The amount per claim however will be limited in total to £500. Medical expenses: 2. Conditions and limitations The cost up to but not exceeding £5,000,000 in respect of all claims arising from any one 1) Notification of a claim must be made within 21 days of a delay occurring. trip abroad, of: 2) The ABC WORLD AIRWAYS GUIDE will be the general reference guide to the scheduled – medical surgical massage and emergency dental treatment; carrier’s timetable confirmed on the journey ticket, or similar organisation concerning – moving the insured person from the scene of the incident; transport by sea or land. – hospital and nursing home expenses; 3) No claim will be permitted if comparable alternative transport has been made available – reasonable additional accommodation and travel expenses (including those of any one within 4 hours after scheduled time or within 4 hours of an actual connecting flight person, or two parents or guardians where a child is the injured or ill party, who is/are arrival time. required on medical advice to travel, to remain with or escort an insured person who is 4) No claim will be allowed if the insured persons fail to check-in according to the itinerary the subject of a claim under this section); supplied, unless it is due to a strike. – funeral expenses overseas or transport of body or ashes in the event of death to the 5) No claim will be permitted if the delay is due to a strike or industrial action existing or insured person’s home address in the country of residence; announced before start of journey. – repatriation on medical grounds during the period of the trip resulting from accidental 6) No claim will be permitted if the delay is due to withdrawal of the vessel or vehicle from bodily injury, illness, pregnancy or hi-jack. service by any civil authority of which notice had been given before start of journey. PART 4 – Exclusions PART 3 – General Conditions The insurers shall not be liable for loss arising from, directly or indirectly: 1. Payment of benefits and beneficiary 1. a) war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil The payment of benefits will be made directly to the beneficiary. Benefits are payable in the war, rebellion, revolution, insurrection or military or usurped power; local currency of the country in which the Black Card was issued at the average exchange b) any foreseeable act of any person acting on behalf of or in connection with any 43 rate of sterling in force on the day of the accident. organisation with activities directed towards the overthrow by force of any government (whether with legal authority or not). 2. Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear PERSONAL EFFECTS waste from the combustion of nuclear fuel. PART 1 – Declarations 3. The radioactive toxic explosive or other hazardous properties of any explosive nuclear 1. Eligibility assembly or nuclear component thereof. • Any person who holds a valid Black Card in the UK, plus their spouse and dependent 4. Illegal acts of an insured person or an insured person’s designated beneficiary, executor(s) children under 25 years of age. Spouses and children are covered even if travelling alone; or administrator(s) or legal heirs or personal legal representative(s). and in addition 5. The inebriety of an insured person unless it can be proved by him or his beneficiaries • Maximum 5 guests per Black Cardholder, whom have been invited by the Black that there is no causal link (the state of intoxication will be determined according to the Cardholder to the same journey with the same purpose as the Black Cardholder, but only regulations in force in the country where the accident occurred). if and while travelling together with the principal Black Cardholder. 6. The insured person(s) participating in bets, challenges or perilous acts. 2. Schedule of Benefits 7. The participation, whether as professional or under paid contract, at any sport or Personal effects to a maximum of £3,000 per trip abroad, with a limit of: competition, as well as the training. • £2,250 for personal Luggage and Valuables; 8. The piloting of aircraft, except for persons holding a professional licence to fly whom hire an • £750 for personal Money; aeroplane for non professional use during the period of travel abroad. • £500 for each single item. 9. Motorised speed or reliability trials and races. PART 2 – Definitions 10. The insured person engaging during the period of travel in manual work, in connection Children with a profession, business or trade, or in the supervision of such manual work unless this means the children under 25 years of age of the cardholder or his spouse that are wholly supervision be purely administrative as opposed to physical. dependent, according to the rules in force in the country of residence. 11. Intentionally self inflicted injury while sane or insane. Luggage 12. Use of drugs other than under medical supervision. is defined as suitcases, trunks, hand-luggage and their contents, provided they contain 13. Trips made for the purpose of obtaining medical treatment. clothing and personal effects taken by the insured on the journey, or objects acquired during 14. Journeys or trip booked against medical advice. the said journey. 15. Venereal disease, AIDS (Acquired Immune Deficiency Syndrome) or ARC (AIDS Related Complex). Money 16. Pregnancy if within 3 months of the expected date of delivery. includes bank and currency notes, cash, cheques, lift passes, postal and money orders, current PART 5 – General conditions postage stamps and travellers’ cheques. 1. Payment of benefits and beneficiary Spouse The payment of benefits will be made directly to the beneficiary. Benefits are payable means “wife” or “husband” or “partner” who has been living with the cardholder as such for in the local currency of the country in which the Black Card was issued at the average a period in excess of six months or whose name has been reported to the insurance company in exchange rate of sterling in force on the day of the accident. a registered letter prior to claim. 2. Claims procedure Valuables Notice of any claim must be given to the insurers promptly. All medical certificates, accounts, are defined as: receipts and information required by insurers shall be furnished in such forms as the insurer • jewellery, may require and at the expense of the claimant. Please call the Black Card Personal Assistant • furs, Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim form. • photographic, cine- and recording equipment, and The insured person having sustained an injury authorises his doctor to provide any information • any other valuable provided they are worth £1,750 or more (for the avoidance of doubt, to the insurer’s medical examiner. He undertakes to undergo, at the insurer’s request, a where such items are worth less than £1,750, they shall be treated as luggage). medical examination for which the fees will be borne by the insurer. PART 3 – Description of Hazards In the event of death, the insurer is entitled to subordinate the payment of benefits to a 1. Loss or theft of luggage post-mortem, for which the fees will be borne by the insurer. All medical certificates, accounts, The insurance company covers up to a limit of £2,250 for the loss, theft or damage, whether receipts and information required by insurers shall be furnished in such forms as the insurer partial or total, of both the luggage and personal effects of the insured. may require and at the expense of the claimant. Theft of money, cheques and credit cards is covered up to £750. 3. Other insurances The luggage and cash left in a car (fitted with an alarm) will be covered only for the items If there is any other insurance covering the reimbursement of medical expenses, this policy that are put in the boot. No cover is afforded for any car, which is not enclosed in a garage shall not be operative until all other insurances are exhausted. from 10pm to 6am.

44

Valuables 2. Schedule of Benefits In case of theft only, the insurance company will reimburse the insured for the theft of the Maximum £2,000,000 (bodily injury and property damage combined) per claim and valuables, to a limit of 30% (thirty percent) of their initial value. per trip abroad. Wear and tear PART 2 – Definitions In the first year after purchase, the reimbursement value will be calculated at 75% (seventy- Bodily Injury five percent) of the purchase price. From the second year after purchase, the value will be any physical injury suffered by a person. reduced by an additional 10% (ten percent) of the purchase price per year. Material Damage Excess any alteration, deterioration, loss and/or destruction of an object or substance, including In any event, every claim will have a deduction of £85. any physical injury to animals. 2. Extension Third Party Coverage is granted to the insured persons 72 hours before departure. is defined as any body, physical or moral, excluding PART 4 – Exclusions • the insured himself; Items not provided by the cover: • the members of his family, including his ascendants and descendants. Prostheses, dental or otherwise, papers, documents, airlines tickets, transport warrants PART 3 – Description of Hazards and vouchers. The Insurance Company covers the insured to the limit of £2,000,000 (bodily injury and material The cover does not apply in the following situations: damage combined) against the financial consequences of public liability he could incur under the • the losses and damages from normal wear and tear, decay or a defective feature legislation in force or from the jurisprudence, regarding bodily injuries and material damages to of the object itself; some third party during the trips provided for by the cover. Coverage is provided in excess of any • the deterioration caused by moths or by a cleaning, reparation or restoration process; other liability coverage available to the cardholders. • the mishandling of the object in question by the insured or by anyone else; PART 4 – Exclusions • the damages resulting from the confiscation, seizure or destruction by an administrative authority; Excluded from the cover: • loss or damage as a result of uncontrolled leaving, forgetting and losing of objects; 1. any automobile liability or aviation exposure. And all accidents which occurred while • leaking of liquids, fats, corrosives and colouring products belonging to the luggage. using any motorised vehicle, any motorised or non-motorised aircraft, any motorised Every damage of or by fragile objects in the luggage. or non-motorised boat, any motordriven machine or any saddled animal, which the insured PART 5 – General Conditions or the people he has public liability for, owns, drives, rides or keeps guard of. 1. Payment of benefits and beneficiary 2. bodily injury or material damage which arises out of the transmission of a communicable The payment of benefits will be made directly to the beneficiary. disease by a covered person. Benefits are payable in the local currency of the country in which the Black Card was 3. liability assumed under or resulting from any contracted agreement, written or not. issued at the average exchange rate of sterling in force on the day of the accident. 4. professional liability. 2. Claims Procedure 5. liability covered by compulsory insurance policies. Notice of any claim must be given to the insurers promptly. Please call the Black Card 6. damages intentionally caused or provoked by the insured, or with his complicity, as well as Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim by the insured’s representatives as far as a moral person is concerned. form. Any loss or theft must be reported as soon as the loss or theft is discovered, to 7. accidents caused to the insured, his ascendants, his descendants or any person living with him. the police authorities in the country where the loss occurred and a copy of the police 8. liability for material damage to goods given in deposit. report must be obtained. 9. consequences of suicide, including attempted suicide of the insured. 10. material damages resulting from a fire or explosion in accordance with the law, such damages being, in any event, excluded if they occurred in premises which the insured owns or occupies. THIRD PARTY LIABILITY 11. use of drugs, narcotics, overdoses of alcohol, and medicines which have not been PART 1 – Declarations prescribed by a medical practitioner. 1. Eligibility 12. participation of the insured in mass demonstrations, strikes, riots, murder attempts or • Any person who holds a valid Black Card in the UK, plus their spouse and dependent acts of terrorism. children under 25 years of age. Spouses and children are covered even if travelling alone; 13. dangerous and competitive sports, mountaineering, martial sports, pot-holing, boxing, and in addition polo, parachuting, gliding, deltaplane flying, underwater diving using personal apparatus, • Maximum 5 guests per Black Cardholder, whom have been invited by the Black perilous acts. Cardholder to the same journey with the same purpose as the Black Cardholder, but only if and while travelling together with the principal Black Cardholder. 45 PART 5 – General Conditions B. Ski Equipment 1. Payment of benefits and beneficiary If during the period of the trip, the insured suffers financial loss as a result of theft, loss The payment of benefits will be made directly to the victim. caused by an accident or damage caused by an accident to the insured’s ski equipment or Benefits are payable in the local currency of the country in which the Black Card was issued the ski equipment hired by the insured. at the average exchange rate of sterling in force on the day of the accident. 1. Limit of amount payable 2. Claims Procedure The maximum amount payable in respect of each insured person is £1,000. Notice of any claim must be given to the insurers promptly. Please call the Black Card In any event, every claim will have a deduction of £55 per insured. Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim form. 2. Special conditions a) Damaged ski equipment belonging to the insured must be returned to the home address for inspection. WINTER SPORTS b) The insured must, at all times, take reasonable precautions to ensure the safety and PART 1 – Declarations supervision of his own or hired ski equipment. 1. Eligibility If it is lost or damaged while in the care, custody or control of a transport company, • Any person who holds a valid Black Card in the UK, plus their spouse and dependent authority or hotel, the insured must obtain an incident report from them. children under 25 years of age. Spouses and children are covered even if travelling alone; If the insured’s own or hired ski equipment is lost or damaged by a public conveyance, and in addition he must: • Maximum 5 guests per Black Cardholder, whom have been invited by the Black – obtain an incident report; Cardholder to the same journey with the same purpose as the Black Cardholder, but only – give formal written notice of the claim to the airline company within three days of if and while travelling together with the principal Black Cardholder. the loss and retain a copy; 2. Length of Cover – keep all travel tickets and baggage tags for submission if a claim is to be made Winter Sports cover is provided for a maximum of 17 nights per calendar year, sequencing under this policy. or not, at a winter sport resort. c) The insured must take all practical steps to recover any articles lost or stolen. PART 2 – Definitions d) The insured must report any loss or theft of ski equipment to the police authorities in the Children country where the incident occurred within 24 hours of discovery and obtain a copy of means the children under 25 years of age of the cardholder or his spouse that are wholly the police report. dependent, according to the rules in force in the country of residence. 3. What is not covered Spouse Any claim arising from or in relation to: means “wife” or “husband” or “partner” who has been living with the cardholder as such for 1. loss or damage to the insured’s own ski equipment which is more than 3 years old. a period in excess of six months or whose name has been reported to the insurance company in 2. hired equipment not verified as lost, stolen or damaged by an official receipt from the ski a registered letter prior to claim. equipment hire shop. Ski pack 3. the insured’s deliberate, wilful or malicious damage. means pre-paid lift pass, ski school and equipment hire fees or a combination of these items. 4. the insured’s carelessness, neglect or perilous act. PART 3 – Description of Hazards 5. the insured’s damaged ski equipment which has not been returned to the home address A. Ski Pack for inspection by the authorised loss adjuster. The insurer will pay for the unused portion of the insured’s ski pack costs, paid for or 6. wear and tear, depreciation or damage by moth, vermin, atmospheric or climatic contracted to pay for, before the insured’s trip commences, where the insured does not conditions or gradually operating causes. curtail the trip but is certified by a medical practitioner in the resort as being unable to use 7. ski equipment lost while transported in or on a motor vehicle. the facilities due to serious injury or illness occurring during the sojourn, and where there is 8. loss or theft not reported to the police authorities in the country where the incident confirmation that no refund is available for the unused items. occurred within 24 hours of discovery of the incident and where a copy of the police 1. Limit of amount payable report is not obtained. The maximum amount payable in respect of each insured person shall not exceed 9. delay, detention, seizure or confiscation by Customs or other officials. £85 per week. 10. damage caused by any process of cleaning, repairing, dyeing or restoring. 2. What is not covered C. Replacing Ski Equipment The insurer shall not pay any claims that are not confirmed as medically necessary and The insurer will pay the cost of the insured hiring ski equipment for the remaining period of where a medical certificate has not been obtained from the attending medical practitioner in the trip as a result of theft, loss caused by an accident or damage caused by an accident the resort confirming the insured is unable to ski. during the sojourn to the insured’s ski equipment or the ski equipment hired by the insured. 46

1. Limit of amount payable 3. Directly or indirectly in relation with HIV (Human Immunodeficiency Virus), HIV related The maximum amount payable in respect of each insured person shall not exceed £225. illness including AIDS (Acquired Immune Deficiency Syndrome), any mutant derivatives 2. Special conditions or variations thereof, however caused, or any sexually transmitted disease. The stipulations of article 3.B.2 of the section “Ski Equipment” also apply to this section. 4. Suicide, attempted suicide or wilful exposure to danger (except in an attempt to save 3. What is not covered human life). The stipulations of article 3.B.3 of the section “Ski Equipment” also apply to this section. 5. The participation, whether as professional or under paid contract, at any sport or D. Piste Closure competition, as well as the training. If due to exceptional lack of snow or exceptionally too much snow, the resort’s skiing 6. Intoxicating liquor or drugs (other than drugs taken under medical supervision and not facilities which the insured has pre-booked, are closed in their entirety and it is not possible for the treatment of drug addiction). for him to ski, the insurer will pay: 7. Bankruptcy or liquidation of any tour operator, travel agent, resort, skiing facility, hotel a) up to a maximum of £10 per day for the cost of the insured’s transportation organised or transportation company. by the tour operator to an alternative site; 8. Consequential loss of any kind, e.g. loss of earnings where an injury has been sustained b) in the event that there are no alternative sites available, compensation shall be unless the particular loss is included and specified under the relevant section heading. payable at a rate of £25 per day. 9. The insured’s unlawful act. 1. Limit of amount payable PART 5 – General Conditions One or a combination of the benefits described above are payable for as long as such 1. Payment Of Benefits And Beneficiary conditions prevail at the insured’s resort, but in any case not exceeding the period of The payment of benefits will be made directly to the beneficiary. The receipt from the the trip. person(s) to whom payment is made will fully discharge the insurer. Benefits are payable 2. What is not covered in the local currency of the country in which the Black Card was issued at the average 1. any European winter sports holiday commencing on or after 1 May and before exchange rate of sterling in force on the day of the accident. 1 December annually. 2. Claims Procedure 2. claims where the insured has not obtained written confirmation of closure from Notice of any claim must be given to the insurers promptly. Please call the Black Card the local representative. Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim form. 3. claims where not all skiing facilities are closed. 4. claims where the skiing conditions are known or are public knowledge at the time of booking the insured’s trip. COLLISION DAMAGE WAIVER E. Avalanche Closure PART 1 – Declarations The insurer will pay the insured’s additional accommodation and additional journey expenses 1. Eligibility incurred due to avalanche, landslide or landslip causing delay to the insured’s arrival at or Any person who holds a valid NatWest Black Card in the UK and who is a principal or departure from the booked resort. secondary cardholder. 1. Limit of amount payable This coverage is granted to the NatWest Black Cardholder without any formality and to the The maximum amount payable in respect of each insured person shall not exceed £165. persons travelling with him who drive the rental vehicle, on the condition that their names 2. What is not covered be entered onto the rental contract beforehand. Any European winter sports holiday commencing on or after 1 May and before PART 2 – Coverage 1 December annually. 1. Benefits PART 4 – Exclusions For a rental vehicle for a total period not exceeding 31 days, the NatWest Black Cardholder This policy excludes any claim arising from or in relation to: will be covered in the event of material damage sustained by or the theft of the rental vehicle. 1. Any consequence of war, invasion, act of foreign enemy hostilities (whether war be declared A rental vehicle means any automobile rented under a contract on a daily or weekly basis or not), civil war, rebellion, revolution, insurrection or military or usurped power. from such a rental company or agency which must be fully licensed with the regulatory 2. Whether directly or indirectly caused by: authority of that Country, State or Local Authority. a) ionisation, radiation or contamination by radioactivity from any nuclear fuel or from any In the event of material damage to or theft of the rental vehicle, with or without an identified nuclear waste from the combustion of nuclear fuel third party who is or is not liable, the insurance covers the costs of repairing or restoring the b) the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear rental vehicle to its original condition up to: assembly or nuclear component of such assembly a. the limit of the insured amount when the insured refuses the rental company’s insurance c) pressure waves caused by aircraft and other aerial devices travelling at sonic or (in English CDW for collision damage waiver insurance, LDW for loss damage waiver supersonic speeds. insurance for third party damages or TPC for theft protection cover) or; 47 b. the amount of the excess stipulated in the rental contract when the insured accepts the 10. leisure vehicles: off-road or 4-wheel drive vehicles (unless the accident occurs on the rental company’s insurance (in English CDW for collision damage waiver insurance, LDW public regular road network), 2- or 3-wheel vehicles, camping-cars and caravans for loss damage waiver insurance for third party damages or TPC for theft protection 11. the simultaneous rental of more than one vehicle cover) and the amount of the excess stipulated in the rental contract when the rental 12. the regular rental of utility vehicles for use in deliveries, errands, house moves. company covers damages to the vehicles beyond this excess under another policy. PART 3 – General Conditions The cover applies: (up to £35,000) 1. Payment of benefits and beneficiary – as in a. above, when the insured refuses the rental company’s material damage The payment of benefits will be made directly to the beneficiary. Benefits are payable in the insurance (higher excess) local currency of the country in which the Black Card was issued at the average exchange – as in b. above, when the insured accepts the rental company’s material damage rate of sterling in force on the day of the accident. insurance (lower excess). 2. Claims procedure To benefit from the coverage, the cardholder must: Notice of any claim must be given to the insurers promptly. Please call the NatWest Black – meet the driving criteria imposed by the rental company, by law or the local courts Card Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claim – drive the rental vehicle in accordance with the clauses of the rental contract signed form. Declaration must be given to the local authority where the claim occurred. with the rental company – rent the vehicle from a professional rental company, i.e. a rental contract must be drawn-up in good, due form LOST KEY INSURANCE – the name(s) of the driver(s) shall be legibly entered onto the rental contract. PART 1 – Declarations The maximum limit will be £35,000 per claim. 1. Eligibility The insurance company will intervene up to that amount after application of an excess Any person who holds a valid Black Card in the UK, is covered: of £55 per claim. If the cost of repairing or replacement is higher than £55, the total – for his owned vehicle. Vehicle means a car, truck, jeep, motorcycle, recreational amount of repairing or replacement up to £35,000 will be reimbursed. vehicle, camper or trailer owned by the insured person. 2. Conditions – for his primary residence in his country of residence, as well as for his other residences To benefit automatically from the coverage, the NatWest Black Cardholder must: hired for a minimum of 6 months. – communicate his NatWest Black Card number, duly registered in writing or by computer, 2. Schedule of benefits: and dated by the rental company a) Owned vehicle and residence: – pay for the car rental with his NatWest Black Card. Key replacement Max. £200 per claim Termination of the coverage Break in protection Max. £200 per claim The coverage ends when the NatWest Black Cardholder returns the rental vehicle, the keys Lock change reimbursement Max. £200 per claim and registration at the end of the rental period which shall not exceed 31 days. Lock out reimbursement Max. £200 per claim 3. Exclusions Excess £20 per claim The following are excluded from this policy: b) Lost key of owned vehicle: 1. damage caused by civil war, foreign war, uprisings, revolutions, confiscations and If car keys are lost or stolen and their replacement will take longer than 24 hours, the removals of the vehicles by the police authorities or pursuant to their requisition insurer will provide a daily amount to rent a car of £75 per day with a maximum of £750 2. damages caused by wear to the vehicle, a construction defect as well as any per claim. deliberate damage PART 2 – Description of Hazards 3. expenses which do not pertain to the repair or replacement of the vehicle (with the 1. Key replacement exception of the costs of towing, which would be invoiced) The insurance company will reimburse the insured person for the cost of replacing his 4. vehicles generally known as exotic and/or sports vehicles and/or with an engine with residence and/or vehicle keys which are lost or stolen. 10 cylinders or more 2. Break in protection 5. all makes and models of limousines The insurance company will reimburse the insured person in the event his residence or 6. rare collectors’ vehicles over 20 years old, which have not been manufactured for vehicle is broken into due to the loss or theft of the insured person’s keys. over 10 years 3. Lock change reimbursement 7. vehicles which weigh over 3.5 tons, total authorised weight empty The insurance company will reimburse the insured person for the cost of changing the locks 8. vehicles of a volume of over 8m3 (cubic meters) when loaded on his residence or vehicle due to the loss or theft of the insured person’s keys. 9. vehicle rented for a period of over 31 consecutive days, regardless of the date of the 4. Lock out reimbursement occurrence of the accident The insurance company will reimburse the insured person for the cost of obtaining 48

a locksmith in the event that the insured person is locked out of his residence or vehicle due HOME: the principal place of residence in the Country; to the loss or theft of the insured person’s keys. MEDICAL TEAM: the medical structure appropriate to the medical event as determined by the PART 3 – Exclusions Assistance Service Provider’s Chief Medical Officer; This policy does not cover: MEDICAL TREATMENT: a surgical or medical procedure, the sole aim of which is the treatment 1. expenses reimbursed or benefits payable by the insured person’s insurer, employer or of acute illness or injury. employer’s insurance; 2. conveyances other than cars, trucks, jeeps, motorcycles, recreational vehicles, campers or trailers; BENEFIT SUMMARY 3. any expenses incurred that are not the result of this loss or theft of keys belonging to the Excess Limit insured person; 4. wear, tear, gradual deterioration, inherent vice or damage. Travel Assistance PART 4 – General Conditions Pre Travel Information Service Service 1. Payment of benefits and beneficiary The payment of benefits will be made directly to the beneficiary. Benefits are payable in the Unexpected Return to the Country – Unlimited local currency of the country in which the Black Card was issued at the average exchange Replacement of the Cardholder – Unlimited rate of sterling in force on the day of the accident. Transmission of urgent messages Service Service 2. Claims Procedure Notice of any claim must be given to the insurers promptly. Please call the Black Card Administrative Assistance Service Service Personal Assistant Service on 0845 602 5225 (Textphone 0870 154 1192) for a claims form. Advance of Funds up to £1,400 Service Service (extendible) BLACK CARD TRAVEL ASSISTANCE Retrieval and Re-routing of Luggage Service Service Statement of demands and needs Dispatch of Replacement Personal Items – Unlimited We have not provided you with a personal recommendation as to whether this policy is suitable for your specific needs. Medical Assistance This product meets the demands and needs of Black Card customers as described in your Emergency Medical Referral Service Service policy document. Advance of Medical Expenses AIG AIG Your Policy Summary Medical Evacuation/Repatriation AIG AIG These travel assistance Terms and Conditions are provided by: Inter Partner Assistance Direktion für Deutschland GmbH Repatriation after Medical Treatment – Unlimited represented by AXA Assistance Emergency Visit – Economy Class Ticket Garmischer Strasse 10 80339 Munich. Hotel Room for Convalescence – £140/day Repatriation of Mortal Remains AIG Unlimited DEFINITIONS In the Terms and Conditions the following expressions shall have the following meanings (for the Return of Children Left Unattended – Unlimited purpose of the Terms and Conditions, the use of the masculine gender always includes the use of Medical Monitoring of the Cardholder’s Service Service the feminine gender): Close Relative ABROAD: outside the Country; ASSISTANCE SERVICE PROVIDER: AXA Assistance Deutschland GmbH; Dispatch of Essential Medicine (cost of – Unlimited CLOSE RELATIVE: husband, spouse or common law partner, mother, father, mother-in-law, dispatch, not of medicine) father-in-law, daughter, son (including adopted daughter or son), grandfather, grandmother, Legal Assistance grandson, granddaughter, brother, sister, brother-in-law, sister-in-law or fiancé of the Cardholder; COUNTRY: the country of residence; Legal Fees – £6,270 CARDHOLDER: the Black Cardholder, spouse or common law partner, and all wholly dependent Advance of Bailbond up to £27,835 Service Service 49 children under 25 years of age, living in the Country; The Insurer of the program is: PART 1 DEFINITIONS Inter Partner Assistance Direktion für Deutschland In these Terms and Conditions the following expressions shall have the following meanings Bahnhofstraße 19 (for the purpose of these Terms and Conditions, the use of the masculine gender always includes 82166 Gräfelfing the use of the feminine gender): Germany. ABROAD means outside the Country; AXA Assistance’s affiliate Inter Partner Assistance für Deutschland is regulated by BAFIN, reference ASSISTANCE SERVICE PROVIDER means AXA Assistance Deutschland GmbH; number HRB 98 866. CLOSE RELATIVE means husband, spouse or common law partner, mother, father, mother-in-law, father-in-law, daughter, son (including adopted daughter or son), grandfather, grandmother, COMPLAINTS PROCEDURE grandson, granddaughter, brother, sister, brother-in-law, sister-in-law or fiancé of the Cardholder; We will do everything possible to make sure your complaint is dealt with quickly and fairly. COUNTRY means the country of residence; The easiest way to complain is simply to call the Black Personal Assistant Service on CARDHOLDER means the Black Cardholder, spouse or common law partner, and all wholly 0845 602 5225 (24 hours) (Textphone 0870 154 1192). Should you feel the need to write, dependent children under 25 years of age, living in the Country; please address your letter to: HOME means the principal place of residence in the Country; AXA Assistance Deutschland GmbH MEDICAL TEAM means the medical structure appropriate to the medical event as determined by represented by AXA Assistance the Assistance Service Provider’s Chief Medical Officer; Garmischer Strasse 10 MEDICAL TREATMENT means a surgical or medical procedure, the sole aim of which is the 80339 Munich treatment of acute illness or injury. Germany. PART 2 GENERAL TERMS AND CONDITIONS Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise 2.1. VALIDITY OF THE CARD. to acknowledge your complaint within 1 business day of receipt. We will then endeavour to resolve The Services of these Terms and Conditions will be denied if the validity of the Black Card is rightly your complaint as quickly as possible. If we are unable to do so within 4 business days, we will contested by the Issuer. write and let you know the reasons why and the further action we will take. 2.2. BEHAVIOUR OF THE CARDHOLDER. If we cannot resolve the differences between us, we will issue a final response letter. Upon receipt The Cardholder should take all the necessary steps to avoid covered benefits of memberships of this, you may refer your complaint to the Financial Ombudsman Service (FOS), who will then having to be made or in order to keep them to a minimum. liaise with us on your behalf. 2.3 PROCEDURE OBLIGATION TO INFORM THE ASSISTANCE SERVICE PROVIDER. The address of the Financial Ombudsman Service is: In order to receive Services under the Terms and Conditions, the Cardholder must contact the Financial Ombudsman Service Assistance Service Provider as soon as a covered benefits of membership or potential covered South Quay Plaza benefits of membership occurs. In any event, the Cardholder must contact the Assistance Service 183 Marsh Wall Provider for incurring expenses over £175 as soon as physically possible, in order to obtain prior London authorisation by the Assistance Service Provider. E14 9SR (tel: 0845 080 1800). 2.4. COVERAGE. Please note the Financial Ombudsman Service will normally only consider a complaint once we Every Cardholder is covered even if travelling separately. The Cardholder is covered world-wide, have issued a final decision. If you do refer your complaint to the Financial Ombudsman Service, during an unlimited number of private or business trips Abroad, each of maximum 90 consecutive this will not affect your right to take legal action. days, starting and ending in the Country. 2.5. LIMITATIONS.

The use of duplicate or multiple Cards will not obligate the Cardholder, the Issuer or the Assistance TRAVEL ASSISTANCE Service Provider for an amount in excess of the highest limit applicable to any of the Cardholder’s This travel assistance is provided by: Cards for expenses incurred by any Cardholder as the result of any individual incident which is Inter Partner Assistance Direktion für Deutschland GmbH represented by covered under the terms and conditions of the insurance provided for the Cards. AXA Assistance 2.6. COMMITMENT OF THE ASSISTANCE SERVICE PROVIDER. Garmischer Strasse 10 The Assistance Service Provider will make every effort to provide the full range of Services provided 80339 Munich. under the Terms and Conditions (see Part 3) in all the circumstances here prescribed. Remote Terms and Conditions geographical locations or unforeseen adverse circumstances may preclude the provision of the Part 1 – Definitions usual level of assistance, but in all cases in which such difficulties occur, the full money services Part 2 – General Terms and Conditions will apply, subject to the terms and conditions of the Terms and Conditions. Part 3 – Services under the Terms and Conditions Part 4 – Exclusions 50

2.7. DISPOSAL OF UNUSED TRAVEL TICKETS. 3.1.6 ADVANCE OF FUNDS. In the event of repatriation of the Cardholder, any possible unused travel tickets will be put at The Assistance Service Provider will advance or guarantee payment up to £1400 on behalf of the disposal of the Assistance Service Provider upon its request. the Cardholder, in order to cover immediate expenses in an unexpected emergency situation 2.8. EXCLUSION OF THE CARDHOLDER. where the Black Card cannot be used for payment, following a loss or theft duly reported to Any fraud, forgery or false evidence on the part of the Cardholder shall automatically end the the appropriate public authorities and the Issuer or the person assigned by the Issuer. obligations of the Assistance Service Provider to provide that Cardholder with the services on If necessary, the above-mentioned limit shall be extended with the prior authorisation by the that particular occasion. Issuer. In any case, the Cardholder or any person acting on his behalf shall sign an IOU 2.9. REIMBURSEMENT – CHARGES. (I Owe You) prior to any advance or guarantee by the Assistance Service Provider. In all the situations in which the Assistance Service Provider advances money on behalf of The Assistance Service Provider shall be entitled to ask for the reimbursement of the sums the Cardholder, the Assistance Service Provider shall be entitled to charge said advances advanced, subject to article 2.9, as soon as the Cardholder returns to his Country and within a directly to the Cardholder’s Black Card Account. The Assistance Service Provider is entitled to maximum of 3 months from the date of advance or guarantee by the Assistance Service Provider. add an administrative charge of 3% with a minimum of £7 to each advance processed. In all If necessary and upon request by the Cardholder, the Assistance Service Provider will liaise with circumstances, the Cardholder will be obliged to reimburse costs for which the Assistance Service the Cardholder’s health insurer, if any, so as to allow a direct settlement of the medical expenses Provider is not responsible, within one month of being requested to do so. by such health insurer. 3.1.7 RETRIEVAL AND RE-ROUTING OF LUGGAGE. PART 3 SERVICES UNDER THE TERMS AND CONDITIONS In the event of loss or misrouting of the Cardholder’s luggage by a common carrier, the Assistance 3.1 TRAVEL ASSISTANCE. Service Provider will liaise with the relevant entity, such as an airline company, and will organise 3.1.1 PRE TRAVEL INFORMATION. the dispatch of such luggage, if recovered, to a place where the Cardholder is staying. Upon request by the Cardholder, the Assistance Service Provider will provide information prior Costs of dispatch, if any, shall be borne by the Cardholder without prejudice of its possible to the Cardholder’s trip about the following items: covered benefits of memberships against those responsible and/or the travel agent. – Information for preparing a journey; 3.1.8 DISPATCH OF REPLACEMENT PERSONAL ITEMS. – Information on visas, passports; Following damages to, loss or theft of the Cardholder’s personal items, including forgotten items, – Information on inoculation requirements for foreign travel; that are essential to the continuation of the journey, such as but not limited to contact lenses, – Information on customs and duty regulations; glasses, and with the exception of any documents whether private or business related, the – Information on foreign exchange rates and value added taxes; Assistance Service Provider will organise and pay for the dispatch of such replacement items – Referrals to Embassies or Consulates. to the place where the Cardholder is staying. 3.1.2 UNEXPECTED RETURN TO THE COUNTRY. This service will be provided upon the condition that either the Assistance Service Provider is In the event of severe damage to the Cardholder’s Home, or in case of serious medical conditions permitted and given access to such replacement items or, that such replacement items are or death of a Close Relative in the Country, requiring the unscheduled return of the Cardholder, delivered to the Assistance Service Provider’s office as indicated by the Assistance Service Provider the Assistance Service Provider will organise and pay the costs for such unscheduled return, if the to the Cardholder or his representative. original ticket held by the Cardholder is not valid for that purpose. 3.2 MEDICAL ASSISTANCE. 3.1.3 REPLACEMENT OF THE CARDHOLDER. 3.2.1 EMERGENCY MEDICAL REFERRAL. In case of illness or physical injury which, in the opinion of the Medical Team, prevents the The Medical Team will provide the initial response to a Cardholder’s request for medical Cardholder from continuing his duties i.e. the original reasons for a planned business trip Abroad, assistance. The Medical Team will record the Cardholder’s request and will advise the Cardholder the Assistance Service Provider will organise and pay the costs for a return ticket for a colleague regarding the immediate steps the Cardholder should take. of the Cardholder who will take over the tasks originally assigned to the Cardholder. The Medical Team will not make a diagnosis but, at the Cardholder’s request and expense, will 3.1.4 TRANSMISSION OF URGENT MESSAGES. arrange for an appropriate diagnosis by a personal visit with a physician, with payment by the Upon request by the Cardholder, the Assistance Service Provider will transmit to any person Cardholder at the time of such visit, or by making an appointment for the Cardholder with an named by the Cardholder any urgent message related to any emergency occurring during appropriate medical facility, with payment by the Cardholder. a trip Abroad. 3.2.2 ADVANCE OF MEDICAL EXPENSES COVERAGE OUTSIDE THE COUNTRY OF RESIDENCE. 3.1.5 ADMINISTRATIVE ASSISTANCE. In case of hospital admission following illness or physical injury or outpatient medical treatment In case of loss or theft of essential travel documents such as passport, entry visa, airline ticket, while travelling Abroad, the Assistance Service Provider will advance medical expenses up to the the Assistance Service Provider will provide the Cardholder with the necessary information and amount covered by the Insurer covering hospitalisation services under section f. Hospitalisation assist him with regards to the formalities to be fulfilled with appropriate local authorities in order Abroad/Medical Expenses of the Cardholder’s Black Travel Insurance Terms and Conditions to obtain the replacement of such lost or stolen documents. (subject to terms and conditions issued by the Insurer of such benefit). 51 Should the coverage be denied and/or should any exclusion prevent the other insurer from Payment of this benefit is covered by the Insurer underwriting section f. covering any hospitalisation benefit, the Assistance Service Provider shall advance and pay Hospitalisation Abroad/Medical Expenses of the Cardholder’s Black Travel Insurance Terms and directly any healthcare provider as part of the Advance of Fund benefit as described in 3.1.6. Conditions (subject to terms and conditions issued by the Insurer of such benefit). Should the 3.2.3 MEDICAL EVACUATION/REPATRIATION. coverage be denied and/or should any exclusion prevent the other Insurer from covering such Should the Cardholder suffer physical injury or illness such that the Medical Team and the benefit, the Assistance Service provider shall advance all costs associated with this benefit as attending physician recommend hospitalisation, the Assistance Service Provider will arrange for: part of the Advance of Fund benefit as described in 3.1.6. a. The transfer of the Cardholder into one of the nearest hospitals, and 3.2.8 RETURN OF CHILDREN LEFT UNATTENDED. b. If necessary on medical grounds, Following the Cardholder’s hospitalisation and/or transportation as stated in 3.2.3 and 3.2.6, i. The transfer of the Cardholder to a hospital more appropriately equipped for the the Assistance Service Provider will organise and pay the costs of the return to the Country of any particular injury or illness, or child under the age of 15 (fifteen) years who was travelling with the Cardholder, provided that the ii. The direct repatriation, to an appropriate hospital or other health care facility near his original ticket held by the said child is not valid for that purpose. Home, if his medical condition permits such repatriation. 3.2.9 MEDICAL MONITORING OF THE CARDHOLDER’S CLOSE RELATIVE. The Assistance Service Provider’s Medical Team and attending physician will determine In case of an illness or a bodily injury affecting a Cardholder’s Close Relative residing in the whether the Cardholder’s medical conditions permit repatriation as a regular passenger Country, the Medical Team will monitor the condition of the said Close Relative and keep the or whether other arrangements are necessary under the circumstances. Cardholder informed. Payment of this benefit is covered by the Insurer underwriting section f. 3.2.10 DISPATCH OF ESSENTIAL MEDICINE. Hospitalisation Abroad/Medical Expenses of the Cardholder’s Black Travel Insurance Terms In case of medical necessity duly ascertained by the Medical Team, the Assistance Service and Conditions (subject to terms and conditions issued by the Insurer of such benefit). Should Provider will dispatch essential medicine duly prescribed to the Cardholder and locally unavailable, the coverage be denied and/or should any exclusion prevent the other Insurer from covering or will determine, prescribe, obtain, and dispatch an equivalent medicine available locally. The such benefit, the Assistance Service Provider shall advance all costs associated with this Assistance Service Provider will bear the costs for dispatching. In any case, the cost of such benefit as part of the Advance of Fund benefit as described in 3.1.6. medicine will be borne by the Cardholder. The transportation of the medicines remains subject 3.2.4 REPATRIATION AFTER MEDICAL TREATMENT. in any case to the regulations at the time imposed by the airline companies or any other Upon the Cardholder’s discharge from the local hospital where he had been admitted, the transportation company, as well as local and/or international law. Assistance Service Provider shall arrange and bear the costs for the repatriation of the Cardholder 3.2.11 SPECIFIC EXCLUSIONS REGARDING THE MEDICAL ASSISTANCE. to his Home as a regular passenger when such travel is possible, according to the medical The Terms and Conditions does not offer any coverage with regard to: opinion of both the treating physician and the Assistance Service Provider’s Medical Team. The a. Covered benefits of memberships arising from trips undertaken by the Cardholder against Assistance Service Provider shall make such other arrangements as may be necessary according the advice of a medical practitioner or with the aim of undergoing medical treatment Abroad. to the Cardholder’s medical condition and shall pay the costs of such arrangements, if such other b. Covered benefits of memberships arising directly or indirectly from a medical condition which arrangements are not covered under the Cardholder’s original return ticket. already existed within six months preceding the trip, unless a practitioner has given specific 3.2.5 EMERGENCY VISIT. written confirmation of the Cardholder’s fitness to travel, before his departure. Should the Cardholder be hospitalised as a result of a physical injury or illness and if recommended c. Covered benefits of memberships arising from a medical condition for which the Cardholder based on medical grounds by the Medical Team, the Assistance Service Provider will organise and has received in-patient treatment in the last 12 months, or for which the Cardholder is on a pay the costs for a return ticket (“economy” class, starting in the Country) as well as reasonable hospital waiting list, or for which he has received a terminal prognosis unless a practitioner accommodation for any person requested by the Cardholder and residing in the Country. has given specific written confirmation of the Cardholder’s fitness to travel, before his departure. 3.2.6 HOTEL ROOM FOR CONVALESCENCE. d. Covered benefits of memberships arising directly or indirectly from medical treatment The Assistance Service Provider will organise accommodation for the Cardholder for the sole Abroad, planned or known about in advance. purpose of convalescence immediately following his discharge from the hospital and if deemed 3.3 LEGAL ASSISTANCE. medically necessary by both the treating physician and the Medical Team. The daily rate is limited 3.3.1 LEGAL FEES. to £140. The Medical Team shall determine the duration required for the convalescence with the In the event of an accident occurring while travelling Abroad, the Assistance Service Provider will: local attending physician. a. Provide for the defence of the Cardholder in legal proceedings against him for civil liability in 3.2.7 REPATRIATION OF MORTAL REMAINS. force in the country; and Upon the death of a Cardholder, the Assistance Service Provider will make all the necessary b. Conduct proceedings in order to obtain an indemnity from an identified third party for the arrangements (including any activities necessary to meet official formalities), for the repatriation Cardholder following personal injury and/or damages to his personal belongings if such of the Cardholder’s body or ashes to the place of burial in the Country, with the exclusion of damages are estimated to be in excess of £210. funeral and burial expenses. In all such cases, the counsel and/or lawyer appointed by the Assistance Service Provider shall act in a legal capacity for the Cardholder without any recourse to, responsibility of, 52

indemnification by the Assistance Service Provider by reason of its appointment of counsel PART 6 ARBITRATION and/or lawyer. Any dispute that may arise between the parties shall be settled by arbitration as prescribed by law. The Assistance Service Provider up to a limit of £6,270 will settle the counsel and/or lawyer’s fees. 3.3.2 ADVANCE OF BAILBOND. PART 7 COMPLAINTS PROCEDURE The Assistance Service Provider will deposit up to £27,835 on behalf of the Cardholder, as We will do everything possible to make sure your complaint is dealt with quickly and fairly. security required from him in order to guarantee: The easiest way to complain is simply to call the Black Card Personal Assistant Service on a. The payment of the fees for the procedures, with exclusion of the deposits required for 0845 602 5225 (24 hours) (Textphone 0870 154 1192). Should you feel the need to write, covering the civil liabilities, fines or personal indemnities to be paid by the Cardholder, please address your letter to: and/or AXA Assistance Deutschland GmbH b. The release of the Cardholder in the event of his being detained following a road accident. Garmischer Straße 10 Such deposit shall be considered as a loan made by the Assistance Service Provider to the Cardholder 80339 Münich who shall refund the Assistance Service Provider, subject to article 2.9, of the total amount Germany. advanced as soon as reimbursed to him in case of no suit or acquittal, or within 15 days from the Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise to decision of the court condemning the Cardholder and, in any case, within 3 months from the date acknowledge your complaint within 1 business day of receipt. We will then endeavour to resolve of deposit by the Assistance Service Provider. your complaint as quickly as possible. If we are unable to do so within 4 business days, we will The Assistance Service Provider shall advance the amounts associated with this benefit as part of write and let you know the reasons why and the further action we will take. the Advance of Fund benefit as described in 3.1.6. If we cannot resolve the differences between us, we will issue a final response letter. Upon receipt of this, you may refer your complaint to the Financial Ombudsman Service (FOS), who will then PART 4 EXCLUSIONS liaise with us on your behalf. There will be no monies paid under these Terms and Conditions in respect of/or for: The address of the Financial Ombudsman Service is: 4.1 Covered benefits of memberships arising from circumstances, which were known, to the Financial Ombudsman Service Cardholder before the commencement of the trip. South Quay Plaza 4.2 Losses, damage or costs which, at the time when they occur, are insured under another 183 Marsh Wall existing certificate, or which would have been insured under it if the Terms and Conditions London had not existed. E14 9SR 4.3 Costs that would have been payable if the incident, which is the subject of the covered (tel: 0845 080 1800). benefits of membership, had not occurred. Please note the Financial Ombudsman Service will normally only consider a complaint once 4.4 Consequential losses, of any sort, other than those, which are expressly mentioned in the we have issued a final decision. If you do refer your complaint to the Financial Ombudsman Terms and Conditions. Service, this will not affect your right to take legal action. 4.5 Any wilful act on the part of the Cardholder. 4.6 Suicide or insanity on the part of the Cardholder, wilful self-harm, alcoholism, drug addiction, or the use of solvents or being under the influence of alcohol or drugs. 4.7 Loss, damage, death, injury, illness, invalidity or costs brought about by war, invasion, the actions of a foreign enemy, hostilities (whether war has been declared or not), terrorist activity, civil war, rebellion, revolution, insurrection, military or usurped power, or participation in internal commotion or riot, of any sort. 4.8 Legal liability, of any sort, caused directly or indirectly by or arising from: i) Ionising radiation or contamination by radioactivity from other radioactive waste from the combustion of nuclear fuel. ii) The radioactive, poisonous, explosive, or other dangerous properties of an explosive nuclear assembly or a component thereof.

PART 5 GOVERNING LAW AND JURISDICTION The Terms and Conditions shall be governed by and construed in accordance with the laws of England and shall be subject to the exclusive jurisdiction of the English courts.

53 National Westminster Bank Plc. Registered in England. No. 929027. Registered Office: 135 Bishopsgate, London EC2M 3UR.

Calls may be recorded. Maximum call charge for a BT landline is 6p plus up to 6p per minute. Calls from all other networks may vary.

NB INS 09/08