Your HSBC Premier Worldwide Travel Insurance Policy Wording

Home , Aviva

C M Your HSBC Premier Y K PMS ??? PMS ??? Worldwide Travel Insurance PMS ??? PMS ??? Non-printing Policy Wording Colours COLOUR COLOUR Policy Number: 011012 JOB LOCATION: PRINERGY 3 Effective from 20 January 2021

Please take time to read this booklet as it contains important information. To be covered you and any insured persons need to be: ® under 70 when your trip starts. ® a UK* resident. ® registered with a doctor in the UK* in order to make any medical claims.

Dependent children must be under 23 years of age.

Grandchildren are eligible if they are under 23 years of age.

*definition of UK includes Channel Islands and Isle of Man

To help you understand what you are covered for at a glance – we’ve highlighted some common questions such as: ® do I need to tell you that I’m travelling? ® do you need to know about any medical conditions? ® what is the maximum trip length? ® are holidays in the UK covered? ® are business trips and winter sports covered? ® can my partner travel independently? ® how do I make a claim? Further details are on page 2.

HSB-NRFB1421-MCP55413.indd 1 11/11/2020 15:32 2 3

Welcome to your HSBC Premier What costs can I Your travel policy provides cover for unrecoverable costs. If you claim back from need to make a claim for travel, accommodation or related costs Travel Insurance my travel insurance? which you or any insured person has paid, we will consider claims for your costs which are unrecoverable from your travel Please take time to read this booklet as it contains important and/or accommodation provider or agent, your debit/credit card company, PayPal, ABTA, ATOL (or similar organisations). information including a Privacy Notice explaining how your data will be used. If you have a question and cannot find the answer either For example, if your trip is cancelled by your tour operator or booking agent you may have a right to a refund from them for below or in the policy wording, please contact Customer Services. some or all of the cost of your trip.

For further information on what you would need during a claim, COVID-19: What am Your HSBC Premier Travel Insurance will provide cover for events please see the Unrecoverable Costs section on page 10. I covered for? relating to COVID-19, such as: Do I need to tell you No. As long as you have told us about any relevant pre-existing ® Emergency medical expenses abroad, cancelling or coming that I am travelling? medical conditions you do not need to register with us or tell us home early if you fall ill with COVID-19. that you are travelling. ® Cancelling or coming home early if you have to self-isolate or quarantine before you travel or while on your trip due to Do you need to Yes. If you, or any insured person, have a medical condition(s), COVID-19 (please be aware, this doesn’t include having to know about any you should check to see if the condition(s) is covered self-isolate or quarantine when you return from your trip). medical conditions? automatically on the “Accepted conditions” list. If the condition ® Cancelling or coming home early due to a FCDO advisory is not listed and if in the 12 months prior to booking a trip you notice being in place advising against all or all but essential have been prescribed medication, have received or are awaiting travel to your destination or, the FCDO are advising British medical treatment, tests or investigations, been referred to a citizens to leave the area in which you are staying. Cover specialist or admitted to hospital, then you should call us before for cancellation is only available in the 31 days before your booking trips. Undiagnosed symptoms are not covered. Please departure date. see the ‘Your Health’ section on page 22 for full details of when and what you must declare. If you have suffered with COVID-19 and needed medical treatment, then as with other medical conditions you may need to tell us about this. We will then screen it and tell you if this What is the policy Where a policy excess applies it is £50 per person, per trip. affects your cover. Please refer to the Your Health section on excess? page 22. What is the Trips should be no longer than 31 days and must start and end in Your HSBC Premier Travel Insurance will only cover you for maximum trip the UK, Channel Islands or Isle of Man. However, when booking unexpected and unforeseen events – please refer to the Known length? your trip you may be able to purchase an upgrade to increase Event section on page 10. the trip length to a maximum duration of 120 days. We recommend you read your policy terms and conditions for full details on what is and isn’t covered, in particular Exclusions Can my Yes, partners who are not named account holders can travel which apply to this whole option sections 9, 11 and 14 on partner travel without the account holder at any time provided they are eligible page 19. independently? and the account holder is aged under 70.

HSB-NRFB1421-MCP55413.indd 2 10/11/2020 12:41 2 3

HSB-NRFB1421-MCP55413.indd 3 10/11/2020 12:41 4 5

Are holidays in the Yes. Holidays in the UK, Channel Islands or Isle of Man need Travel Insurance Helplines UK covered? to involve a stay of at least two consecutive nights in pre-booked holiday accommodation or have prepaid flights or ferry crossings. Please see our definition of pre-booked holiday Medical Risk Assessment Within the UK 0800 051 7457 accommodation on page 14. Please refer to the ‘Your Health’ section on page Lines open: 8am – 9pm every day 22 to find out if you need to tell us about except Christmas Day, Boxing Day Are winter sports Yes. Winter sports holidays are covered for up to a maximum of medical condition(s). and New Year’s Day. holidays covered? 31 days in any calendar year. Please see the full details of what is covered on page 37. 24 Hour Medical Emergency Assistance Within the UK 0800 051 7458 If you are injured or fall ill while you are away, Outside the UK +44 1603 605 135 Are business trips We will provide cover if you travel outside the UK to carry out please contact this helpline. covered? office-based clerical or administrative duties, you are covered All lines open: 24 hours a day, for up to a maximum of 31 days in any calendar year. We do not 365 days a year. cover any other type of business travel, even if you have some Customer Services Phone 03457 70 70 70 leisure time during your trip. Use this number for all general policy enquiries. Textphone 03457 125 563 Policy documentation is available in large print, Can I claim for No. There is no cover under this policy for problems with your audio and Braille. If you require any of these Lines open: 24 hours, 365 days a year. cancellation of travel documents before you leave. If your passport is lost or formats please contact HSBC. my trip if I have a stolen or damaged while you are abroad there is cover in this Travel Claims Within the UK 0800 051 7459 problem with my situation. Please see the Emergency Travel Documents section Use this number to report any travel claims travel documents, on page 35. Outside the UK +44 1603 604 910 which are not as a result of a medical e.g. my passport emergency. Lines open: 24 hours, 365 days a year. is out of date/not Before you book a trip, check the entry requirements of the arrived in time or my country you intend to visit with the local government embassy Legal Expenses Claims and Advice Within the UK 01603 208 533 visa is invalid? and/or the Foreign, Commonwealth and Development Office Use this number to report any legal expenses Outside the UK +44 1603 208 533 website gov.uk/foreign-travel-advice. claims or if you require advice for any personal legal problem that may lead to a claim under this Lines open: 24 hours a day, 365 days How do I make To make a claim please call the relevant number on page 5 and policy. a year. a claim? refer to the information on page 7. Travel Assistant Within the UK 0800 051 7461 This helpline can assist you with a wide range Outside the UK +44 1603 605 155 of travel advice before and while you are away. Please do not call this number for policy queries Lines open: 24 hours a day, 365 days or claims. a year.

Policy Upgrades Phone 0800 328 1562 Additional cover may be available to extend Lines open: Mon to Fri (9am to 5pm). your trip duration.

Telephone call charges and recording Calls to 0800 numbers are free from UK landlines and mobiles. The cost of calls to 01, 02 and 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles. For our joint protection, telephone calls may be recorded and/or monitored.

HSB-NRFB1421-MCP55413.indd 4 10/11/2020 12:41 4 5

Policy Upgrades Phone 0800 328 1562 Additional cover may be available to extend Lines open: Mon to Fri (9am to 5pm). your trip duration.

HSB-NRFB1421-MCP55413.indd 5 10/11/2020 12:41 6 7

Travel Assistant Helpline Your Claim

This service can help you sort out all kinds of travel problems before If you need to make a claim please telephone the number shown on page 5 immediately. you go and while you are away, from providing information on the Only a selection of claims scenarios are shown below. Please refer to the relevant section within this policy booklet for full details of cover and any evidence we may require. countries you are visiting to sorting out non-medical emergencies.

Type of claim What must I do? What will I need? Advice before you travel: Other emergency services while ® any visa and entry permits you travelling: Cancelling your ® Check that the reason you ® For medical claims, we will might need; ® a ‘phone home’, translation and trip or coming need to cancel or come send a medical certificate for home early home early is covered. completion by the patient’s ® any necessary vaccination and interpretation service if you need it in See page 25. doctor to confirm the reason inoculation requirements, and where an emergency. ® Contact the Medical for your claim. you can get them; Emergency Helpline before Please note There is no charge for the returning home. ® Evidence of your booking and ® what you should take with you regarding provision of the advice, guidance or other the cancellation. first aid and health; emergency service shown above. However, ® what currencies and travellers’ cheques Missed ® Do all you can to get to ® Confirmation of the reason for if you wish us to obtain goods or services to take with you, and what the current Departures your departure point on missing your departure from on your behalf that are not covered by a exchange rates are; See page 28. time. your transport provider, traffic claim under this policy, you will need to pay ® the languages spoken, time zones, bank or police reports or roadside any fees that the provider charges and you assistance provider. holidays and climate of countries you will need to adhere to the provider’s terms Travel delay ® Check that your delay ® Written confirmation from the plan to visit; and conditions. ® import and export allowances See page 27. was over 12 hours before airline/carrier of the actual date for tourists. submitting a claim. and time of departure and the Air and maritime reason for the delay. While travelling: passenger rights Medical ® Contact the Medical ® All medical reports given to ® how to replace lost or stolen passports, emergency Emergency Helpline before you by the treating facility. driving licences, air tickets or other For the latest advice and further details See page 30. any hospital admission travel documents; on your rights please visit the following or as soon as possible ® how to trace your baggage with the websites: thereafter. airline operator if it is delayed or lost; Alternative ® Contact your carrier or their ® All claims must be supported by ® why, how, where and when you should caa.co.uk and search for ‘travel problems’. Travel and handling agents and they documentary evidence. contact local embassies or consulates; Accommodation will advise if they can offer dft.gov.uk and search for ‘maritime ® how to transfer money out to you Arrangements you suitable alternative passenger rights’. if you need it; See page 28. accommodation and/or ® cancellation of credit cards, if lost or travel arrangements. You should also refer to the terms stolen, and helping you to report the and conditions of the carrier you are Legal Expenses ® Contact the Legal Expenses ® We will tell you when you call if loss to your card provider; travelling with. See page 33. Claims and Advice Helpline we need anything else to deal ® provide information to close relatives, as soon as you are aware of with your claim. friends or employers if you have to go Please note – we are not responsible the incident. into hospital. for the content of other websites.

HSB-NRFB1421-MCP55413.indd 6 10/11/2020 12:41 6 7

Travel Assistant Helpline Your Claim

Type of claim What must I do? What will I need? Other emergency services while travelling: Cancelling your ® Check that the reason you ® For medical claims, we will ® a ‘phone home’, translation and trip or coming need to cancel or come send a medical certificate for interpretation service if you need it in home early home early is covered. completion by the patient’s an emergency. See page 25. ® Contact the Medical doctor to confirm the reason Emergency Helpline before for your claim. Please note There is no charge for the returning home. ® Evidence of your booking and provision of the advice, guidance or other the cancellation. emergency service shown above. However, Missed ® Do all you can to get to ® Confirmation of the reason for if you wish us to obtain goods or services Departures your departure point on missing your departure from on your behalf that are not covered by a See page 28. time. your transport provider, traffic claim under this policy, you will need to pay or police reports or roadside any fees that the provider charges and you assistance provider. will need to adhere to the provider’s terms Travel delay ® Check that your delay ® Written confirmation from the and conditions. See page 27. was over 12 hours before airline/carrier of the actual date submitting a claim. and time of departure and the Air and maritime reason for the delay. passenger rights Medical ® Contact the Medical ® All medical reports given to emergency Emergency Helpline before you by the treating facility. For the latest advice and further details See page 30. any hospital admission on your rights please visit the following or as soon as possible websites: thereafter. Alternative ® Contact your carrier or their ® All claims must be supported by caa.co.uk and search for ‘travel problems’. Travel and handling agents and they documentary evidence. Accommodation will advise if they can offer dft.gov.uk and search for ‘maritime Arrangements you suitable alternative passenger rights’. See page 28. accommodation and/or travel arrangements. You should also refer to the terms and conditions of the carrier you are Legal Expenses ® Contact the Legal Expenses ® We will tell you when you call if travelling with. See page 33. Claims and Advice Helpline we need anything else to deal as soon as you are aware of with your claim. Please note – we are not responsible the incident. for the content of other websites.

HSB-NRFB1421-MCP55413.indd 7 10/11/2020 12:41 8 9

Type of claim What must I do? What will I need? Contents Emergency Travel ® Report incident to ® All receipts for any costs Page Documents the police as soon as incurred. Section 1 - Important Information 10 See page 35. reasonably possible. Baggage and ® Take all reasonable steps to ® A ‘Property Irregularity Report’ Section 2 - Policy Wording 13 Personal Money recover lost/stolen property. from the airline/carrier and your Definitions 13 See page 35. ® Report incident details baggage tag receipts. to the police as soon as ® Proof of purchase of the lost, Helpful and Important Information about this policy 15 reasonably possible. stolen or damaged item. ® Report the loss/damage to ® Proof that you owned the money General Exclusions 17 the airline/carrier within the and its value. timescales stated within ® A written report from the police General Conditions 19 their terms and conditions. or any other relevant authority. Your health 22 ® Do not dispose of damaged items. Accepted conditions 23 Delayed ® Report the loss/damage to ® Written confirmation from the Baggage the airline/carrier within the airline/carrier of the number of On your trip 25 See page 35. timescales stated within hours delay. Cancelling or coming home early 25 their terms and conditions. Travel Disruption 27

Emergency Medical and Associated Expenses 30

Accidental death or permanent disability 32

Legal expenses and advice 33

Personal Liability 34

Your Possessions 35

Winter Sports 37

Your Activities 39

Complaints Procedure 41

Compensation 42

Further information about your policy 42

HSBC Bank plc (HSBC) Privacy Overviews 42

HSB-NRFB1421-MCP55413.indd 8 10/11/2020 12:41 8 9

Emergency Medical and Associated Expenses 30

Accidental death or permanent disability 32

Legal expenses and advice 33

Personal Liability 34

Your Possessions 35

Winter Sports 37

Your Activities 39

Complaints Procedure 41

Compensation 42

Further information about your policy 42

HSBC Bank plc (HSBC) Privacy Overviews 42

HSB-NRFB1421-MCP55413.indd 9 10/11/2020 12:41 10 11

restrictions were in place or had been How long does my HSBC Premier Section 1 – announced at the time you opened your Travel Insurance run for? Important Information HSBC Premier Bank Account or booked All cover under this policy will cease your trip (whichever is later). automatically if: About HSBC Premier Travel Insurance Known Event Please refer to General Exclusion 11 on 1. the account holder: HSBC Premier Travel Insurance covers you page 19. ® closes the HSBC Premier bank account. for unexpected and unforeseen events and Unrecoverable Costs circumstances, for example, if you have ® reaches 70 years of age (on joint Your travel policy provides cover for an accident while you are on holiday and accounts cover continues for the other unrecoverable costs. If you need to make a need urgent medical treatment this will be eligible account holders until they reach claim for travel, accommodation or related covered. age 70). costs which you or any insured person has ® is no longer a UK, Channel Islands or Isle There is no cover in relation to any event, paid, we will consider claims for your costs of Man resident. incident or circumstances, if at the time you which are unrecoverable from your travel ® is believed to be or reasonably suspected opened your HSBC Premier Bank Account and/or accommodation provider or agent, by us to be acting fraudulently. or booked your trip (whichever is later), your debit/credit card company, PayPal, you knew that, or you could reasonably be ABTA, ATOL (or similar organisations). 2. HSBC: expected to know that: For example, if your trip is cancelled by your ® closes the HSBC Premier account ® the event or incident had already tour operator or booking agent, you may under one of the reasons set out in the occurred or was going to occur, or have a right to a refund from them for some HSBC Premier bank account terms and ® the circumstances existed or were going or all of the cost of your trip. conditions. to exist If you are not able to recover all your costs Travel advice of the Foreign, and the event, incident or circumstances and your circumstances are covered by the Commonwealth and Development could reasonably be expected to affect your terms of your policy, we will consider costs Office (FCDO) travel plans. you have been unable to recover. Foreign, Commonwealth and Development Office – travel advice For example: When you make a claim, we may ask by country you for: ® Before you book a trip and travel, ® you would be reasonably expected you should check the FCDO website ® proof of booking and any costs paid; to know of any event, incident or gov.uk/foreign-travel-advice. It is ® details of any refund you have been able circumstances that had been widely packed with essential travel advice and to obtain; reported in the media in the UK at the tips, plus up-to-date information about time you opened your HSBC Premier ® evidence that you are not able to recover different countries. your costs elsewhere. Bank Account or booked your trip ® You should be aware of any travel (whichever is later). restrictions or advisory notices for Please check this policy booklet carefully ® there is no cover for cancellation of your the country you plan to visit. to ensure that you understand what is and trip if your travel plans are disrupted isn’t covered. because flights are cancelled or any government or authority closes their borders, or imposes restriction of movement and these cancellations or

HSB-NRFB1421-MCP55413.indd 10 10/11/2020 12:41 10 11 restrictions were in place or had been How long does my HSBC Premier ® This policy provides cover should you announced at the time you opened your Travel Insurance run for? book a trip and then need to cancel the HSBC Premier Bank Account or booked All cover under this policy will cease trip or return home early as a result of the your trip (whichever is later). automatically if: FCDO advising against all travel or all but essential travel, or where British nationals Please refer to General Exclusion 11 on 1. the account holder: are advised to return home. page 19. ® closes the HSBC Premier bank account. We won’t cover: Unrecoverable Costs ® reaches 70 years of age (on joint ® Any trip if you travel against the advice Your travel policy provides cover for accounts cover continues for the other of the FCDO or any government, or unrecoverable costs. If you need to make a eligible account holders until they reach where you do not follow any advice claim for travel, accommodation or related age 70). or measures put in place by any costs which you or any insured person has ® is no longer a UK, Channel Islands or Isle government or local authority in the UK paid, we will consider claims for your costs of Man resident. or abroad, for example quarantine rules which are unrecoverable from your travel ® is believed to be or reasonably suspected or curfews. and/or accommodation provider or agent, by us to be acting fraudulently. ® Any claim if the advice or measures were your debit/credit card company, PayPal, in place or had been announced at the ABTA, ATOL (or similar organisations). 2. HSBC: time you opened your HSBC Premier Bank Account or booked your trip For example, if your trip is cancelled by your ® closes the HSBC Premier account (whichever is later). tour operator or booking agent, you may under one of the reasons set out in the have a right to a refund from them for some HSBC Premier bank account terms and Eligibility or all of the cost of your trip. conditions. As your circumstances may change over time, it is important that you review If you are not able to recover all your costs Travel advice of the Foreign, the terms and conditions of your Travel and your circumstances are covered by the Commonwealth and Development Insurance regularly to check you remain terms of your policy, we will consider costs Office (FCDO) eligible and that the cover remains adequate you have been unable to recover. Foreign, Commonwealth and for your needs. Development Office – travel advice When you make a claim, we may ask by country Meeting your needs you for: ® Before you book a trip and travel, This policy has been designed to meet you should check the FCDO website ® proof of booking and any costs paid; the needs of people who wish to protect gov.uk/foreign-travel-advice. It is against costs that could arise in the course ® details of any refund you have been able packed with essential travel advice and of their travels. It covers such things as to obtain; tips, plus up-to-date information about coming home early, emergency medical ® evidence that you are not able to recover different countries. treatment, personal liability, legal expenses your costs elsewhere. ® You should be aware of any travel and the theft of your money. restrictions or advisory notices for Please check this policy booklet carefully the country you plan to visit. to ensure that you understand what is and isn’t covered.

HSB-NRFB1421-MCP55413.indd 11 10/11/2020 12:41 12 13

How do I make a claim? by the Prudential Regulation Authority Should you need to make a claim under and regulated by the Financial Conduct Section 2 – this policy, please contact the appropriate Authority and the Prudential Regulation helpline shown on page 5. Authority as an insurance intermediary and Policy Wording has been appointed by the insurer Aviva to Definitions How do I make a complaint? provide insurance products, sell these to Wherever the following words or phrases We hope you will be happy with the service you and service your insurance needs. You appear in bold, they will have the following that we provide. However, if for any reason will not receive advice or recommendation meanings: you are unhappy with it, we would like to from HSBC Bank plc on this arrangement hear from you. and no fee has been charged by HSBC Bank account holder plc for arranging this contract. HSBC Bank If you are unhappy with any aspect of the Any person named as an account holder plc may receive commission dependent on handling of your claim please contact: on the HSBC Premier Bank Account who the performance of our insurance business is under 70 years of age at the start date ® the Travel Claims Helpline number shown with Aviva. In Jersey, HSBC Bank plc is of the trip. at the front of this booklet; or licensed by the Jersey Financial Services ® the HSBC Claims Department, Commission and is registered with the close business colleague Aviva Insurance Limited, Jersey Financial Services Commission as an Someone you work with in the UK who has PO Box 432, Chichester PO19 1QA. insurance intermediary in respect of General to be in work in order for you to be able to Business. In Guernsey, HSBC Bank plc is go on or continue a trip. A senior manager If your complaint is regarding anything else licensed by the Guernsey Financial Services or director of the business must confirm this please contact: Commission and is registered with the in the event of a claim. Guernsey Financial Services Commission ® the Customer Services Helpline number as an insurance intermediary in respect of close relative shown at the front of this booklet. General Business. In the Isle of Man, HSBC Your mother, father, sister, brother, partner, Bank plc is registered with the Isle of Man fiancé(e), daughter, son, grandparent, Both HSBC and Aviva are covered by the Financial Services Authority. grandchild, parent-in-law, daughter-in-law, Financial Ombudsman Service, you can find son-in-law, brother-in-law, sister-in-law, their full details on page 41. Would I receive compensation if HSBC step-parent, step-child, step-sister, step- were unable to meet their liabilities? brother, aunt, uncle, cousin, nephew, niece, If you have complained to us and we have HSBC is covered by the Financial Services legal guardian or foster child. been unable to resolve your complaint, Compensation Scheme (FSCS). you may refer it to this independent body. You may be entitled to compensation doctor Following the complaints procedure does from this scheme if we cannot meet our A registered member of the medical not affect your right to take legal action. obligations, depending on the type of profession who is not related to you insurance and the circumstances of your or anyone you are travelling with. Explaining HSBC’s Service claim. Further information about the FSCS Your travel insurance policy is underwritten arrangements is available from them on excess by Aviva Insurance Limited. As an insurance 0800 678 1100, or by visiting their The amount that you will have to pay intermediary HSBC Bank plc deals website fscs.org.uk. towards each claim per insured person, exclusively with Aviva for the purposes of per trip. your policy. HSBC Bank plc are authorised home Your home address in the UK.

HSB-NRFB1421-MCP55413.indd 12 10/11/2020 12:41 12 13 by the Prudential Regulation Authority home territory and regulated by the Financial Conduct Section 2 – 1. England, Scotland, Wales, Northern Authority and the Prudential Regulation Ireland, Jersey and Isle of Man if your Authority as an insurance intermediary and Policy Wording home is located in any of these areas; has been appointed by the insurer Aviva to Definitions 2. Guernsey, Alderney, Sark, Herm, Jethou, provide insurance products, sell these to Wherever the following words or phrases Brecqhou and Lihou if your home is you and service your insurance needs. You appear in bold, they will have the following located on any of these islands. will not receive advice or recommendation meanings: from HSBC Bank plc on this arrangement office-based business travel and no fee has been charged by HSBC Bank account holder Travel outside the UK if the reason for plc for arranging this contract. HSBC Bank Any person named as an account holder your trip is to carry out wholly office-based plc may receive commission dependent on on the HSBC Premier Bank Account who clerical or administrative duties only, which the performance of our insurance business is under 70 years of age at the start date do not involve you dealing with members with Aviva. In Jersey, HSBC Bank plc is of the trip. licensed by the Jersey Financial Services of the public. Commission and is registered with the close business colleague Office-based business travel is limited to Jersey Financial Services Commission as an Someone you work with in the UK who has 31 days in any calendar year. insurance intermediary in respect of General to be in work in order for you to be able to Business. In Guernsey, HSBC Bank plc is go on or continue a trip. A senior manager partner licensed by the Guernsey Financial Services or director of the business must confirm this The person that the account holder lives Commission and is registered with the in the event of a claim. with at home in a domestic relationship, Guernsey Financial Services Commission whether married or co-habiting (as if close relative as an insurance intermediary in respect of husband and wife or civil partnership), Your mother, father, sister, brother, partner, General Business. In the Isle of Man, HSBC regardless of gender, who is under 70 years fiancé(e), daughter, son, grandparent, Bank plc is registered with the Isle of Man of age at the start date of the trip. Financial Services Authority. grandchild, parent-in-law, daughter-in-law, son-in-law, brother-in-law, sister-in-law, period of insurance Would I receive compensation if HSBC step-parent, step-child, step-sister, step- Each trip you make, whilst the HSBC were unable to meet their liabilities? brother, aunt, uncle, cousin, nephew, niece, Premier account is in force, will be treated HSBC is covered by the Financial Services legal guardian or foster child. as a separate period of insurance; Compensation Scheme (FSCS). individually subject to all policy terms, doctor You may be entitled to compensation conditions, declarations and exclusions. A registered member of the medical from this scheme if we cannot meet our Cover for each individual trip applies profession who is not related to you obligations, depending on the type of as follows: insurance and the circumstances of your or anyone you are travelling with. claim. Further information about the FSCS 1. Cover for cancelling your trip begins excess arrangements is available from them on from the date of opening your HSBC The amount that you will have to pay 0800 678 1100, or by visiting their Premier account, or the date of booking towards each claim per insured person, website fscs.org.uk. each trip (whichever is later) and ends per trip. when you leave your home to start home your trip; Your home address in the UK.

HSB-NRFB1421-MCP55413.indd 13 10/11/2020 12:41 14 15

2. Cover under all other sections starts 2. Office-based business travel outside winter sports equipment when you leave your home and ends the UK; or Skis, snowboards, boots, helmets, bindings when you return home (or are repatriated or poles. to a hospital in the UK), providing you do 3. Holidays within the UK, that include two not exceed the trip limit. or more consecutive nights stay in you, your(s), yourself, insured person pre-booked holiday accommodation or The account holder, his/her partner and personal money have prepaid flights or ferry crossings. their dependent children, step children, Cash (including foreign currency), travellers’ foster children who at the start of the trip cheques, non-refundable pre-paid event UK are under 23 years of age and grandchildren and entertainment tickets, travel tickets, England, Scotland, Wales, Northern Ireland, under 23 years of age. passports, visas and driving licences. Channel Islands and Isle of Man.

point of international departure UK resident Helpful and Important The airport, port or station from which An insured person who has their Information about this you will undertake international travel permanent home in the UK. from or to the UK. If your home is in policy Northern Ireland, you are also covered for valuables international travel from or to the Republic Jewellery, costume jewellery, watches, This policy is included with your HSBC of Ireland. items made of or containing gold, silver, Premier Bank Account. Please read this precious metal or precious stones, booklet carefully, keep it in a safe place and pre-booked holiday accommodation binoculars, hand held games consoles take it with you when you travel. It gives A commercially run premises where a fee is and equipment, mobile phones, you full details of what is covered, what charged which has been booked prior to the photographic equipment, video cameras, is not covered and the limits, excesses start of your trip, including a pre-booked e-readers, laptops and tablets, or any and conditions of cover. It is the account tent or caravan pitch but not including accessories which are designed to be holder’s responsibility to ensure that residential properties belonging to friends used with these items. all insured persons are aware of their or family. responsibility and comply with all of the we, us our, insurer policy conditions. If you do not comply, this policy Aviva Insurance Limited. Registered in we may refuse your claim or reduce your The HSBC Premier Worldwide Travel Scotland, no. 2116. Registered office: cover in the event of a claim. Insurance. Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority In respect of each trip taken during the travelling companion and regulated by the Financial Conduct period of insurance, we will provide the A person you travel with, without whom Authority and Prudential Regulation cover set out in this policy document you cannot make or continue your trip. Authority. provided:

trip(s) 1. you are an account holder; Journeys beginning and ending in the UK that last no more than 31 days that are 2. you are a UK resident; either: 3. in order to make any emergency medical 1. Holidays (including cruises) outside the claims or claims for cancellation or coming UK; or home early due to medical emergencies, you are registered with a doctor in the UK;

HSB-NRFB1421-MCP55413.indd 14 10/11/2020 12:41 14 15

2. Office-based business travel outside winter sports equipment 4. the trip begins after the date the HSBC the UK; or Skis, snowboards, boots, helmets, bindings Premier bank account was opened; or poles. 3. Holidays within the UK, that include two 5. you have booked your return journey or more consecutive nights stay in you, your(s), yourself, insured person before leaving the UK, or if you have an pre-booked holiday accommodation or The account holder, his/her partner and open ticket, you have confirmedyour have prepaid flights or ferry crossings. their dependent children, step children, return date with the airline. foster children who at the start of the trip UK are under 23 years of age and grandchildren Children England, Scotland, Wales, Northern Ireland, under 23 years of age. Dependent children who at the start of Channel Islands and Isle of Man. the trip are under 23 years of age are only covered when: UK resident Helpful and Important An insured person who has their 1. travelling with the account holder or permanent home in the UK. Information about this his/her partner, or policy valuables 2. travelling with close relatives who are Jewellery, costume jewellery, watches, This policy is included with your HSBC over 23 years of age, or items made of or containing gold, silver, Premier Bank Account. Please read this precious metal or precious stones, booklet carefully, keep it in a safe place and 3. travelling independently on a binoculars, hand held games consoles take it with you when you travel. It gives school/college trip with teachers/lecturers, and equipment, mobile phones, you full details of what is covered, what or photographic equipment, video cameras, is not covered and the limits, excesses 4. travelling abroad on their own to stay e-readers, laptops and tablets, or any and conditions of cover. It is the account with close relatives who permanently live accessories which are designed to be holder’s responsibility to ensure that abroad, for the duration of the trip. used with these items. all insured persons are aware of their responsibility and comply with all of the Grandchildren we, us our, insurer policy conditions. If you do not comply, Aviva Insurance Limited. Registered in Grandchildren who at the start of the trip we may refuse your claim or reduce your are under 23 years of age are only covered Scotland, no. 2116. Registered office: cover in the event of a claim. Pitheavlis, Perth PH2 0NH. Authorised when travelling with the account holder or his/her partner. by the Prudential Regulation Authority In respect of each trip taken during the and regulated by the Financial Conduct period of insurance, we will provide the Automatic cover Authority and Prudential Regulation cover set out in this policy document This policy automatically applies for each Authority. provided: trip, this means you do not have to contact us every time you book a trip, unless you 1. you are an account holder; need to tell the Medical Risk Assessment 2. you are a UK resident; Helpline about any change to a previously disclosed medical condition or the diagnosis 3. in order to make any emergency medical of a new condition. Please also read claims or claims for cancellation or coming ‘Information and changes we need to know home early due to medical emergencies, about’ below. you are registered with a doctor in the UK;

HSB-NRFB1421-MCP55413.indd 15 10/11/2020 12:41 16 17

Information and changes we need to Amendments to your cover If an insured person is on a trip at the know about You may be able to upgrade from the time an automatic termination event occurs, You must take reasonable care to provide standard cover for an extended trip all cover will cease when the trip ends. complete and accurate answers to the duration of up to 120 days. To check if this questions we ask you. For example before is possible please call the Upgrade Helpline Your cancellation rights you book a trip or travel, you may need to number shown on page 5 at the point of This policy will remain in force subject to tell the Medical Risk Assessment Helpline booking your trip for further information the automatic termination of cover section about medical conditions not shown on and a quotation. above. the “Accepted conditions” list. After your HSBC Premier account is opened, you Automatic extension of cover You have a 14 day period in which to cancel must make sure that you tell the Medical If you cannot get back home before your this policy. This period begins on the date Risk Assessment Helpline if there are any cover ends, this policy will remain in force you opened your HSBC Premier account or changes in health. Please see the ’Your as follows: when you receive your policy document, Health‘ section for full details of what you whichever is later. To cancel this policy at need to declare. 1. up to 14 days if any vehicle you are any time the HSBC Premier account must travelling in breaks down, or any vehicle, be closed. If it is not closed, this policy will You also need to tell HSBC if you move vessel, train or aircraft in which you remain in force until any of the automatic address – if this means that you are no are booked to travel as a ticket holding termination events shown above occurs, or longer a UK resident then all cover under passenger is delayed or cancelled; or this policy is cancelled in accordance with this policy will end. the rights shown in the General Conditions 2. for as long as medically necessary where section of the policy wording. When we are notified of a change,we will you are claiming for emergency medical tell you if it affectsthis policy, for example treatment under this policy. To exercise your right to cancel, please whether we are able to accept the change contact HSBC or your HSBC Premier and if so, whether the change will result in Automatic termination of cover Relationship Manager. revised terms. If the information provided by All cover under this policy will cease you is not complete and accurate we may: automatically if: Use of language Unless otherwise agreed, the contractual 1. revise or amend the medical underwriting 1. the account holder: terms and conditions and other information decision(s) for any declared pre-existing relating to this policy will be in English. ® closes their HSBC Premier bank account; condition(s), which may result in the ® reaches 70 years of age (on joint accepted condition being excluded; or Choice of law accounts cover continues for other The law of England and Wales will apply to 2. refuse to pay any claim; or eligible account holders and other this policy unless: insured persons until all account 3. not pay any claim in full. holders reach 70 years of age); 1. You and the insurer agree otherwise; or ® is no longer a UK resident; 2. At the date of the contract the account If you are in any doubt about Information ® is believed to be or reasonably suspected holder is a resident of Scotland, Northern or changes we need to know about, by us to be acting fraudulently. please contact us. Ireland, Channel Islands or the Isle of Man 2. HSBC closes the HSBC Premier in which case (in the absence of agreement account under one of the reasons set-out to the contrary) the law of that country will in the HSBC Premier account terms and apply. conditions.

HSB-NRFB1421-MCP55413.indd 16 10/11/2020 12:41 16 17

Amendments to your cover If an insured person is on a trip at the General Exclusions and Conditions You may be able to upgrade from the time an automatic termination event occurs, (These apply to the whole of your standard cover for an extended trip all cover will cease when the trip ends. policy) duration of up to 120 days. To check if this General Exclusions is possible please call the Upgrade Helpline Your cancellation rights This policy does not cover the following: number shown on page 5 at the point of This policy will remain in force subject to booking your trip for further information the automatic termination of cover section 1. Any consequence whatsoever which and a quotation. above. is the direct or indirect result of any of the following, or anything connected with Automatic extension of cover You have a 14 day period in which to cancel any of the following, whether or not such If you cannot get back home before your this policy. This period begins on the date consequence has been contributed to by cover ends, this policy will remain in force you opened your HSBC Premier account or any other cause or event: as follows: when you receive your policy document, whichever is later. To cancel this policy at a. War, invasion, act of foreign enemy, 1. up to 14 days if any vehicle you are any time the HSBC Premier account must hostilities or a warlike operation or travelling in breaks down, or any vehicle, be closed. If it is not closed, this policy will operations (whether war be declared vessel, train or aircraft in which you remain in force until any of the automatic or not), civil war, rebellion, revolution, are booked to travel as a ticket holding termination events shown above occurs, or insurrection, civil commotion assuming the passenger is delayed or cancelled; or this policy is cancelled in accordance with proportions of or amounting to an uprising, the rights shown in the General Conditions military or usurped power. 2. for as long as medically necessary where section of the policy wording. you are claiming for emergency medical b. Any action taken in controlling, treatment under this policy. To exercise your right to cancel, please preventing, suppressing or in any way contact HSBC or your HSBC Premier relating to (a) above. Automatic termination of cover Relationship Manager. All cover under this policy will cease 2. Claims directly or indirectly caused by: automatically if: Use of language Unless otherwise agreed, the contractual a. Ionising radiation or contamination by 1. the account holder: terms and conditions and other information radioactivity from any nuclear fuel or from relating to this policy will be in English. any nuclear waste from burning nuclear ® closes their HSBC Premier bank account; fuel; or ® reaches 70 years of age (on joint Choice of law accounts cover continues for other The law of England and Wales will apply to b. The radioactive, toxic, explosive or other eligible account holders and other this policy unless: hazardous properties of any explosive insured persons until all account nuclear assembly or part of an assembly; or holders reach 70 years of age); 1. You and the insurer agree otherwise; or c. Pressure waves caused by aircraft and ® is no longer a UK resident; 2. At the date of the contract the account other aerial devices travelling at sonic or ® is believed to be or reasonably suspected holder is a resident of Scotland, Northern supersonic speeds. by us to be acting fraudulently. Ireland, Channel Islands or the Isle of Man 2. HSBC closes the HSBC Premier in which case (in the absence of agreement account under one of the reasons set-out to the contrary) the law of that country will in the HSBC Premier account terms and apply. conditions.

HSB-NRFB1421-MCP55413.indd 17 10/11/2020 12:41 18 19

3. Any claim for your death, injury, illness or i. 125cc or under, unless you wear a crash h. you climbing on to, on top of, or jumping disability resulting from: helmet and, as a rider, you are fully licensed from any balcony railing, ledge or wall, or to use such a vehicle in the UK; climbing or moving across any external a. Your suicide or attempted suicide; or part of a building or vehicle not specifically ii. over 125cc, unless this is your mode designed for that purpose. b. Your misuse of alcohol or drugs or your of transport from the UK and you wear a consumption of alcohol or drugs (other than crash helmet and appropriate protective 8. Any claim resulting from a tropical drugs taken under medical supervision and clothing. As a rider you must be fully disease where you have not had the not for treating alcohol or drug addiction) licensed and insured to use this vehicle in recommended inoculations and/or taken to an extent which causes immediate or the UK. There is no cover for trips taken the recommended medication. long-term physical or mental impairment, outside of Europe. including impairment to your judgement 9. Any claim for: causing you to take action you would not b. you driving any motorised vehicle, unless normally have taken; or you are fully licensed to drive such a vehicle a. management fees, maintenance in the UK; costs or exchange fees, unused travel or c. Any exacerbation of an accepted medical accommodation arranged by using air condition caused by your misuse of alcohol c. you driving or being a passenger in miles, loyalty or points based schemes, or drugs. any motorised vehicle unless you have timeshares or similar promotions; complied with all laws applying to use of 4. Any claim where during the trip, you that vehicle in the country you are visiting, b. costs which are recoverable from deliberately put yourself at risk of death, for example you must wear a seatbelt your travel and/or accommodation injury, illness or disability (unless your life is where this is required by law; provider or agent, your debit/credit card in danger or you were trying to save human company, PayPal, ABTA, ATOL (or similar life). d. your involvement in paid or unpaid organisation); manual work or physical labour of any kind, 5. Any loss that is not specifically described other than charity or conservation work c. costs you have paid on behalf of persons in the stated terms and conditions, e.g. (see further limitations in the not insured under this policy; we will not pay for loss of earning if you ‘Your Activities’ section). are unable to return to work due to illness d. administration costs charged by your or injury during your trip, or any payment e. business travel if your job is not wholly travel and/or accommodation provider in which you would normally have made an office based role andyour trip involves respect of obtaining a refund for unused during your travels. dealing with members of the public or any travel and accommodation. tasks other than clerical or administrative 6. Any incident which happens after the duties; 10. Any claim because you do not feel like trip duration limit has been reached. travelling, or you are not enjoying your trip. f. you taking part in an activity which is 7. Any claim for an incident which happens shown as excluded in the ‘Your Activities’ 11. Any claim in relation to any event, during a trip that results from: section; incident or circumstances, if at the time you opened your HSBC Premier Bank Account a. you riding or being carried as a g. you taking part in exploration or scientific or booked your trip (whichever is later), passenger on a scooter, moped or expeditions or being a crew member on you knew that, or you could reasonably be motorcycle: a vessel travelling from one country expected to have known that: to another; ® the event or incident had already occurred or was going to occur, or

HSB-NRFB1421-MCP55413.indd 18 10/11/2020 12:41 18 19 i. 125cc or under, unless you wear a crash h. you climbing on to, on top of, or jumping ® the circumstances existed or were going helmet and, as a rider, you are fully licensed from any balcony railing, ledge or wall, or to exist and to use such a vehicle in the UK; climbing or moving across any external part of a building or vehicle not specifically that the event, incident or circumstances ii. over 125cc, unless this is your mode designed for that purpose. could reasonably be expected to affect your of transport from the UK and you wear a travel plans. crash helmet and appropriate protective 8. Any claim resulting from a tropical clothing. As a rider you must be fully disease where you have not had the 12. You must report any loss or theft to licensed and insured to use this vehicle in recommended inoculations and/or taken the police as soon as reasonably possible the UK. There is no cover for trips taken the recommended medication. following discovery, and get a written report outside of Europe. (where it is not possible to obtain a police 9. Any claim for: report you must provide other independent b. you driving any motorised vehicle, unless proof of the loss or theft, such as a letter you are fully licensed to drive such a vehicle a. management fees, maintenance from your transport company, hotel, or in the UK; costs or exchange fees, unused travel or resort management). accommodation arranged by using air c. you driving or being a passenger in miles, loyalty or points based schemes, 13. We won’t cover any trip arranged to any motorised vehicle unless you have timeshares or similar promotions; give birth or to collect newly adopted or complied with all laws applying to use of surrogate children. that vehicle in the country you are visiting, b. costs which are recoverable from for example you must wear a seatbelt your travel and/or accommodation 14. Any claim if you travel against the where this is required by law; provider or agent, your debit/credit card advice of the FCDO or the government of company, PayPal, ABTA, ATOL (or similar any country to which you will travel, or d. your involvement in paid or unpaid organisation); where you do not follow any advice or manual work or physical labour of any kind, measures put in place by any government other than charity or conservation work c. costs you have paid on behalf of persons or local authority in the UK or abroad, for (see further limitations in the not insured under this policy; example quarantine rules or curfews. ‘Your Activities’ section). d. administration costs charged by your General Conditions e. business travel if your job is not wholly travel and/or accommodation provider in 1. The account holder must have an an office based role andyour trip involves respect of obtaining a refund for unused HSBC Premier Bank Account. dealing with members of the public or any travel and accommodation. tasks other than clerical or administrative 2. You must be registered with a doctor duties; 10. Any claim because you do not feel like in the UK to be covered for any emergency travelling, or you are not enjoying your trip. medical claims or claims for cancellation f. you taking part in an activity which is or coming home early due to medical shown as excluded in the ‘Your Activities’ 11. Any claim in relation to any event, emergencies. section; incident or circumstances, if at the time you opened your HSBC Premier Bank Account 3. You must have taken reasonable care g. you taking part in exploration or scientific or booked your trip (whichever is later), to provide complete and accurate answers expeditions or being a crew member on you knew that, or you could reasonably be to the questions asked when you opened a vessel travelling from one country expected to have known that: your HSBC Premier Bank Account and to another; before you book a trip or travel make sure ® the event or incident had already that you have told us about any medical occurred or was going to occur, or

HSB-NRFB1421-MCP55413.indd 19 10/11/2020 12:41 20 21

conditions as detailed in the Your Health answers to the questions we ask as 8. You must tell us as soon as possible section on page 22. required in the ‘Information and changes after becoming aware of any circumstances we need to know about’ section in this which may lead to a claim under this Please note that if you fail to tell the policy booklet and General Condition 3; policy. You must also tell us if you are insurer about medical conditions this could aware of any legal proceedings, summons invalidate this policy and could mean that d. where HSBC decide to offerthis policy or prosecution. You must send us every part or all of a claim may not be paid. It is through an alternative provider as provided communication relating to a claim as soon therefore very important that you read the for in General Condition 18. as reasonably possible. Your Health section in this booklet. HSBC may also cancel this policy in 9. You, or any person acting for you, must If the information provided by you is not accordance with the HSBC Premier Bank not negotiate, admit or reject any claim complete and accurate, we may amend Account Terms and Conditions. Please refer without our permission in writing. the medical underwriting decision(s) for to this document for further details. any declared pre-existing condition(s) which 10. We may refuse to pay any expenses for may result in an accepted condition being 5. Claims fraud: which you cannot provide receipts or bills. excluded, or refuse to pay any claim, or not In order to prevent and detect fraud pay any claim in full. HSBC and the insurer may at any time 11. You or your legal representative must share information about you with other pay for any certificates, information and If you fail to notify us of any changes to organisations and public bodies evidence, which we may need. When there your health before a trip (as required in including the police. You should show is a claim for injury or illness, we may ask the Your Health section of this booklet) these notices to anyone who has an for, and will pay for, any insured person to this could result in a previously accepted interest in this policy. be medically examined on our behalf. medical condition being excluded. If your claim is in any way dishonest or 12. If, at the time of an incident which 4. Our right to cancel: exaggerated we will not pay any costs results in a claim under this policy, there is HSBC may cancel this policy on our or benefits underthis policy and we any other insurance covering the same loss, behalf by sending at least 30 days written may cancel this policy immediately and damage, expense or liability, we are entitled notice to your last known postal and/or backdate the cancellation to the date of to approach that insurer for a contribution email address setting out the reason for the fraudulent claim. We may also report towards the claim, and will only pay our cancellation. you to the police and/or take legal action share. This condition does not apply to against you. the Accidental Death and Permanent Valid reasons include, but are not limited Injury benefit or Medical Inconvenience to, the following: 6. You must take all reasonable precautions benefit under the ‘Emergency Medical and to protect yourself and your property Associated Expenses’ section. a. where we reasonably suspect fraud; against any accident, injury, theft, loss or damage. You must take the same level 13. Where an insured person holds more b. where you fail to co-operate with of care as you would if you did not have than one HSBC Premier account, only us or provide us with information or this policy. one travel insurance policy will apply. documentation we reasonably require and As such we will only pay out once per this affectsour ability to assess a claim 7. If we make a payment before cover is insured person for the same event. or defend our interests. See the General confirmed andour claims investigation Conditions 7, 8, and 10 below; reveals that no cover exists under the terms of this policy, you must pay us back any c. where you have not taken reasonable amount we have paid, which you are not care to provide complete and accurate covered for.

HSB-NRFB1421-MCP55413.indd 20 10/11/2020 12:41 20 21 answers to the questions we ask as 8. You must tell us as soon as possible 14. We are entitled to take over and carry required in the ‘Information and changes after becoming aware of any circumstances out in your name the defence or settlement we need to know about’ section in this which may lead to a claim under this of any legal action. We may also take policy booklet and General Condition 3; policy. You must also tell us if you are proceedings at our own expense and for aware of any legal proceedings, summons our own benefit, but inyour name, to d. where HSBC decide to offerthis policy or prosecution. You must send us every recover any payment we have made through an alternative provider as provided communication relating to a claim as soon under this policy to anyone else. for in General Condition 18. as reasonably possible. 15. If you make a medical claim you may HSBC may also cancel this policy in 9. You, or any person acting for you, must be asked to provide consent to enable us to accordance with the HSBC Premier Bank not negotiate, admit or reject any claim access your medical records. This will help Account Terms and Conditions. Please refer without our permission in writing. the treating doctors, and us, to provide to this document for further details. you with the most appropriate treatment 10. We may refuse to pay any expenses for and assess whether cover applies. If you do 5. Claims fraud: which you cannot provide receipts or bills. not agree to provide this we will not deal In order to prevent and detect fraud with your claim. HSBC and the insurer may at any time 11. You or your legal representative must share information about you with other pay for any certificates, information and 16. Following the expiry of a cooling off organisations and public bodies evidence, which we may need. When there period of 14 days commencing on the date including the police. You should show is a claim for injury or illness, we may ask you take out the account or the date on these notices to anyone who has an for, and will pay for, any insured person to which you receive the policy documents interest in this policy. be medically examined on our behalf. (whichever is the later), you continue to have the right to cancel this policy at any If your claim is in any way dishonest or 12. If, at the time of an incident which time by contacting HSBC. exaggerated we will not pay any costs results in a claim under this policy, there is or benefits underthis policy and we any other insurance covering the same loss, 17. We can, at any time and after taking a may cancel this policy immediately and damage, expense or liability, we are entitled fair and reasonable view, but no more than backdate the cancellation to the date of to approach that insurer for a contribution once in any 6 month period make changes the fraudulent claim. We may also report towards the claim, and will only pay our to this policy’s terms and conditions, to you to the police and/or take legal action share. This condition does not apply to reflect changes inour expectations of the against you. the Accidental Death and Permanent future likely cost of providing cover. Injury benefit or Medical Inconvenience Policy cover may increase or decrease, but 6. You must take all reasonable precautions benefit under the ‘Emergency Medical and the changes will not be made for the sake to protect yourself and your property Associated Expenses’ section. of recouping past losses. against any accident, injury, theft, loss or damage. You must take the same level 13. Where an insured person holds more When doing so we will only consider one or of care as you would if you did not have than one HSBC Premier account, only more of the following: this policy. one travel insurance policy will apply. As such we will only pay out once per a. our experience and expectations of the 7. If we make a payment before cover is insured person for the same event. cost of providing this product and/or other confirmed andour claims investigation Aviva products of a similar nature. reveals that no cover exists under the terms of this policy, you must pay us back any amount we have paid, which you are not covered for.

HSB-NRFB1421-MCP55413.indd 21 10/11/2020 12:41 22 23

b. information reasonably available to us on When do you need to tell us? the actual and expected claims experience Your health – cover ® Before booking any trip of insurers of similar products. and exclusions for If you wish us to consider covering c. widely available economic information medical conditions medical conditions you have that are not such as inflation rates and exchange rates. shown on the ‘Accepted conditions’ list, Please read this section carefully you need to contact us before booking Additionally, we can, at any time and This policy is not a general health or any trip. after taking a fair and reasonable view, private medical insurance policy and will make changes to this policy’s terms only cover sudden and unexpected illness When you call us, we will assess your and conditions: or accidents. medical condition(s) and tell you whether or not we are able to cover the condition(s). a. to reflect changes (affectingus or Medical condition means: this policy) in the law or regulation or ® After booking a trip but before the interpretation of law or regulation, Any illness, disease or injury that you have travelling or changes in taxation. had in the 12 months prior to booking a trip(s) where you have; If after the trip has been booked you b. to reflect decisions or recommendations are referred to a consultant/specialist or of an Ombudsman, regulator or similar ® been prescribed medication and/or admitted to hospital, you will be covered person, or any code of practice, with which ® received or are awaiting medical for cancellation of your trip and we will we intend to comply. treatment, tests or investigations and/or pay travel costs you had paid before this ® been referred to, or had follow up with a happened. If you still wish to travel you c. in order to make this policy clearer and specialist and/or must call us and we will tell you if we are fairer to you or to rectify any mistakes that ® been admitted to hospital or had surgery. able to cover the condition. If we are unable may be discovered in due course. to cover the condition but you still wish to What do you need to tell us? go on the trip, we will not cover any claim Changes (together with the reasons for If an insured person has any medical relating to that condition. such changes) will be notified toyou in condition other than those shown as an writing at least 30 days in advance. ‘Accepted condition’ on page 23 and you If you booked your trip before opening wish us to consider covering the medical your account you should call us as soon 18. HSBC may cancel this policy on our condition(s), you need to call us on 0800 as possible to find out ifyour medical behalf and may offer cover with another 051 7457. condition(s) can be covered for the provider. If this happens HSBC will contact pre-booked trip. you by sending 30 days’ notice to your last Please note – medical conditions are not known postal and/or email address. covered by this policy unless: Accepted conditions If these are the only medical conditions ® you only have ‘Accepted conditions’ you have and none of the restrictions or the shown on page 23; or Health exclusions listed below apply, you ® we have been told about them and have will be automatically covered by this policy confirmed in writing that they have been and we do not need to know about them. accepted. However, if you have a medical condition that is not on the list, or the restrictions/ exclusions apply to you, you must tell us

HSB-NRFB1421-MCP55413.indd 22 10/11/2020 12:41 22 23

When do you need to tell us? about all medical conditions you have, Your health – cover ® Before booking any trip including any shown on the list below. and exclusions for If you wish us to consider covering If you are in any doubt please call us medical conditions medical conditions you have that are not on 0800 051 7457. shown on the ‘Accepted conditions’ list, Please read this section carefully you need to contact us before booking ® Allergy/Anaphylaxis (no hospital This policy is not a general health or any trip. admissions in last two years) private medical insurance policy and will ® Arthritis (no back or neck problems) only cover sudden and unexpected illness When you call us, we will assess your ® Asthma (no nebulisers or oxygen at or accidents. medical condition(s) and tell you whether home and no hospital admissions in or not we are able to cover the condition(s). the last 12 months) Medical condition means: ® Benign prostatic enlargement ® After booking a trip but before Any illness, disease or injury that you have travelling ® Broken bone/fracture (not head or spine) had in the 12 months prior to booking a ® Cataracts trip(s) where you have; If after the trip has been booked you ® Chicken pox are referred to a consultant/specialist or ® Common cold/influenza ® been prescribed medication and/or admitted to hospital, you will be covered ® Constipation ® received or are awaiting medical for cancellation of your trip and we will ® Cystitis treatment, tests or investigations and/or pay travel costs you had paid before this ® Diabetes (no complications, for example ® been referred to, or had follow up with a happened. If you still wish to travel you retinal, kidney or nerve damage) specialist and/or must call us and we will tell you if we are ® Diarrhoea and/or vomiting ® been admitted to hospital or had surgery. able to cover the condition. If we are unable to cover the condition but you still wish to ® Dislocated joint (not following knee/hip What do you need to tell us? go on the trip, we will not cover any claim replacement) If an insured person has any medical relating to that condition. ® Eczema/dermatitis condition other than those shown as an ® Essential tremor ‘Accepted condition’ on page 23 and you If you booked your trip before opening ® Fungal nail infection your account you should call us as soon wish us to consider covering the medical ® Gastric reflux as possible to find out ifyour medical condition(s), you need to call us on 0800 ® Glaucoma 051 7457. condition(s) can be covered for the pre-booked trip. ® Gout Please note – medical conditions are not ® Haemorrhoids covered by this policy unless: Accepted conditions ® Hayfever If these are the only medical conditions ® Hernia ® you only have ‘Accepted conditions’ you have and none of the restrictions or the ® High/low blood pressure Health exclusions listed below apply, you shown on page 23; or ® High cholesterol will be automatically covered by this policy ® we have been told about them and have ® Hypothyroidism (underactive thyroid) confirmed in writing that they have been and we do not need to know about them. ® Impetigo accepted. However, if you have a medical condition ® Irritable bowel syndrome (IBS) that is not on the list, or the restrictions/ ® Joint replacement (no dislocation of exclusions apply to you, you must tell us replacement joint)

HSB-NRFB1421-MCP55413.indd 23 10/11/2020 12:41 24 25

® Macular degeneration Reciprocal Health Agreements ® Migraine (confirmed diagnosis, no (Residents of England, Scotland, Wales On your trip ongoing investigation) and Northern Ireland only) ® Minor infections (treated with no more The UK has reciprocal healthcare Cancelling or coming home early than one course of antibiotics) agreements with a number of countries If you unavoidably have to cancel your trip ® Osteoporosis (no back or neck fractures) and territories worldwide. If you are a UK or come home early, we will pay for the resident, these agreements mean that you following: ® Peptic ulcer may be entitled to urgent medical treatment ® Polymyalgia rheumatica at a reduced cost, or in some cases for free. ® unrecoverable costs that each insured ® Psoriasis We strongly recommend that you check person has paid or legally has to pay ® Retinopathy (not a link to diabetes) if the country you are travelling to has a for their own unused personal travel ® Sinusitis reciprocal health agreement in place and and accommodation (including pre-paid ® Soft tissue injury/tendon injury/sprain what the requirements are before you leave excursions and green fees); and/or ® Tinnitus the UK, you can find more information ® additional travel costs (if you cannot ® Tonsillitis on-line at nhs.uk and search for Healthcare use your return ticket), and/or abroad. accommodation costs (of a similar ® Vertigo standard you had booked for your trip) Medicare (Residents of England, Wales, Health exclusions necessary to allow you to come home Scotland and Northern Ireland only) 1. There is no cover for any claim arising early. If you require medical treatment in directly or indirectly from the following: Australia, you must enrol with a local We will consider claims for your costs a. Any medical condition unless it is Medicare office.You do not need to enrol which are unrecoverable from your travel shown as an ‘Accepted condition’ or on arrival but you must do this after the and/or accommodation provider or agent, we have been told about it and we have first occasionyou receive treatment. your debit/credit card company, PayPal, accepted it in writing. In-patient and out-patient treatment at a ABTA, ATOL (or similar organisation). public hospital is then free of charge. b. Any symptoms that you were aware of, Details of how to enrol and the free The most we will pay for each insured prior to booking a trip, for which you have treatment available can be found at person is: sought but not yet received a diagnosis. humanservices.gov.au by searching for ® £7,500 for personal travel and Medicare forms. c. Any medical condition for which you accommodation costs; were not taking the medication prescribed ® £750 for excursions; to you. ® £250 for green fees.

d. Travelling against the advice of a doctor If one of the following occurs: or purposely travelling without medical advice when it was reasonable for you to 1. you are injured, fall ill, are quarantined have consulted a doctor. or die.

e. Travelling with the intention of seeking 2. a close relative, close business medical treatment. colleague, or the person you were going to stay with is seriously injured, falls seriously ill or dies.

HSB-NRFB1421-MCP55413.indd 24 10/11/2020 12:41 24 25

Reciprocal Health Agreements 3. your home is badly damaged by (Residents of England, Scotland, Wales On your trip explosion, fire, landslide, flood or and Northern Ireland only) severe/adverse weather. The UK has reciprocal healthcare Cancelling or coming home early agreements with a number of countries If you unavoidably have to cancel your trip 4. the police need to speak to you because and territories worldwide. If you are a UK or come home early, we will pay for the your home or place of work has been resident, these agreements mean that you following: burgled. may be entitled to urgent medical treatment at a reduced cost, or in some cases for free. ® unrecoverable costs that each insured 5. severe/adverse weather prevents you We strongly recommend that you check person has paid or legally has to pay from leaving your home, reaching your if the country you are travelling to has a for their own unused personal travel point of international departure or your reciprocal health agreement in place and and accommodation (including pre-paid pre-booked holiday accommodation in what the requirements are before you leave excursions and green fees); and/or the UK. the UK, you can find more information ® additional travel costs (if you cannot 6. delay or cancellation of your pre-booked on-line at nhs.uk and search for Healthcare use your return ticket), and/or transport prevents you from leaving the UK abroad. accommodation costs (of a similar on your outward journey, and the carrier standard you had booked for your trip) or their handling agent is unable to provide Medicare (Residents of England, Wales, necessary to allow you to come home suitable alternative travel arrangements Scotland and Northern Ireland only) early. If you require medical treatment in within 24 hours of the date and time of the Australia, you must enrol with a local We will consider claims for your costs scheduled departure as shown on your Medicare office.You do not need to enrol which are unrecoverable from your travel ticket/itinerary. on arrival but you must do this after the and/or accommodation provider or agent, 7. you are a member of the Armed Forces, first occasionyou receive treatment. your debit/credit card company, PayPal, Police, Ambulance, Fire, Nursing Services or In-patient and out-patient treatment at a ABTA, ATOL (or similar organisation). an employee of a Government Department public hospital is then free of charge. and authorised leave is cancelled due to an Details of how to enrol and the free The most we will pay for each insured unexpected posting or a major incident in treatment available can be found at person is: the UK. humanservices.gov.au by searching for ® £7,500 for personal travel and Medicare forms. accommodation costs; 8. In the 31 days before your departure date, or while you are on your trip: ® £750 for excursions; ® £250 for green fees. a. an avalanche, earthquake, explosion, fire, landslide, flood or severe/adverse weather If one of the following occurs: renders your accommodation uninhabitable or unreachable; 1. you are injured, fall ill, are quarantined or die. b. a Foreign, Commonwealth and Development Office advisory notice is in 2. a close relative, close business place advising against all travel or all but colleague, or the person you were going to stay with is seriously injured, falls seriously essential travel to your destination or, the ill or dies. FCDO are advising British citizens to leave the area in which you are staying.

HSB-NRFB1421-MCP55413.indd 25 10/11/2020 12:41 26 27

Or you choose not to travel or continue departure and reason for the cancellation d. If you need to come home early but your trip because: or delay, and that they were unable to offer have not already purchased a return ticket, suitable alternative travel arrangements we will deduct the cost of an economy c. your accommodation is directly affected within 24 hours of your scheduled flight from any costswe incur in bringing by a food poisoning outbreak; departure. you home.

d. a terrorist attack happens within a c. Where you have been prevented from e. If you cannot use your return ticket and 50-mile radius of your pre-arranged reaching your point of international we pay additional travel costs to allow you accommodation and you do not wish to departure or pre-booked holiday to come home early, your unused travel travel or you wish to return home early. accommodation in the UK due to ticket will then belong to us. severe/adverse weather, you must provide 9. Your transport operator, accommodation evidence that travel was not possible, Excess provider or their booking agents become such as local police, press or travel reports. We will not pay the first £50 for each insolvent. insured person’s claim. However, if two d. If your leave is cancelled, or you are or more insured persons claim under this 10. You are denied boarding because made redundant you must provide written section the maximum excess will be £100. there are too many passengers for the seats confirmation fromyour employer. available and no suitable alternative flight In the event of a claim for loss of deposit could be provided within 12 hours. e. If you are called as a witness or for only, we will not pay the first £20 of each jury service you must provide written insured person’s claim. You can also cancel your trip if one of the confirmation. following occurs: What is not covered f. If you are denied boarding you must a. Anything mentioned in the General a. you are made redundant; provide proof that your carrier was unable Exclusions and Health Exclusions in the to offeryou suitable alternative travel ‘Your Health’ section. b. you are called for jury service or as a arrangements. witness in a court of law during your trip. b. Any claim where, at the time of opening If you have to come home early: your HSBC Premier Bank Account or You will also be covered if your travelling a. If you need to come home early and booking a trip (whichever is later), you companion has to cancel the trip or intend to make a claim you must phone knew that an illness or injury of a close come home early for one of the reasons the Emergency Medical Assistance relative, travelling companion or listed above. Helpline immediately. person you were going to stay with, could Special conditions reasonably be expected to affectyour b. All claims must be supported by a. All claims resulting from illness, injury, travel plans. documentary evidence that you have been quarantine or death must be supported by unable to obtain a refund from the travel If you have to cancel your trip: medical reports, or a death certificate (or and/or accommodation provider. a. Any claim due to severe/adverse weather both). Medical reports must be obtained where you have not allowed sufficient at the time of the incident and indicate the c. You must provide written confirmation time to reach your point of international necessity to cancel the trip or come home from the accommodation provider departure taking into account the weather early. and/or local or national authorities that the forecast for your journey. accommodation was uninhabitable and the b. You must provide written confirmation reason for this, and that they were unable to b. Any claim where the carrier or handling from the carrier or their handling agent of offer suitable alternative accommodation of agent has offered suitable alternative travel the actual date and time of the planned a similar standard.

HSB-NRFB1421-MCP55413.indd 26 10/11/2020 12:41 26 27 departure and reason for the cancellation d. If you need to come home early but arrangements within 24 hours of the date or delay, and that they were unable to offer have not already purchased a return ticket, and time of the scheduled departure as suitable alternative travel arrangements we will deduct the cost of an economy shown on the ticket/itinerary. within 24 hours of your scheduled flight from any costswe incur in bringing departure. you home. c. Any claim for dismissal, misconduct, resignation or voluntary redundancy. c. Where you have been prevented from e. If you cannot use your return ticket and reaching your point of international we pay additional travel costs to allow you d. Any claim for redundancy if you or departure or pre-booked holiday to come home early, your unused travel your travelling companion knew of the accommodation in the UK due to ticket will then belong to us. redundancy at the time of opening your severe/adverse weather, you must provide HSBC Premier Bank Account or booking evidence that travel was not possible, Excess your trip (whichever is later) or where you such as local police, press or travel reports. We will not pay the first £50 for each cannot provide written evidence that the insured person’s claim. However, if two reason you or your travelling companion d. If your leave is cancelled, or you are or more insured persons claim under this left the job was due to redundancy. made redundant you must provide written section the maximum excess will be £100. confirmation fromyour employer. If you have to come home early. In the event of a claim for loss of deposit a. Any claim for coming home early which e. If you are called as a witness or for only, we will not pay the first £20 of each was not authorised by our Emergency jury service you must provide written insured person’s claim. Medical Assistance provider. confirmation. What is not covered b. Any claim for coming home early due to f. If you are denied boarding you must a. Anything mentioned in the General Foreign, Commonwealth and Development provide proof that your carrier was unable Exclusions and Health Exclusions in the Office advice where this advice was already to offeryou suitable alternative travel ‘Your Health’ section. in place prior to your departure from the arrangements. UK. b. Any claim where, at the time of opening If you have to come home early: your HSBC Premier Bank Account or c. Any claim for coming home early after a. If you need to come home early and booking a trip (whichever is later), you you have chosen to move to alternative intend to make a claim you must phone knew that an illness or injury of a close accommodation. the Emergency Medical Assistance relative, travelling companion or Helpline immediately. person you were going to stay with, could d. Any claim where you knew, prior to reasonably be expected to affectyour departure, that you may need to come b. All claims must be supported by travel plans. home early. documentary evidence that you have been unable to obtain a refund from the travel If you have to cancel your trip: and/or accommodation provider. a. Any claim due to severe/adverse weather Travel Disruption where you have not allowed sufficient Travel delay c. You must provide written confirmation time to reach your point of international If your pre-booked transport is delayed we from the accommodation provider departure taking into account the weather will pay £50 for every full 12 hour period and/or local or national authorities that the forecast for your journey. your transport is delayed. If your transport accommodation was uninhabitable and the on your outward journey from the UK is reason for this, and that they were unable to b. Any claim where the carrier or handling delayed for more than 24 hours, you can offer suitable alternative accommodation of agent has offered suitable alternative travel cancel your trip, please see page 25. a similar standard.

HSB-NRFB1421-MCP55413.indd 27 10/11/2020 12:41 28 29

For each insured person the most we will 3. your transport operator, accommodation c. We will only pay for additional pay is £250. provider or their booking agents become transport or accommodation costs if insolvent, your carrier or their handling agents Missed departures – This benefit does have not been able to offeryou suitable not apply to trips taken within the UK. we will pay for additional travel and alternative accommodation and/or travel accommodation costs. arrangements. All claims must be supported If you miss your pre-booked transport due to: by documentary evidence of the costs you If your own prescription medication has run have incurred. a. delay or cancellation of scheduled public out as a direct result of you having to make transport services or a connecting flight; or alternative travel arrangements, we will 2. Travel delay: also pay for emergency medical supplies a. You must obtain written confirmation b. accidental damage to, or breakdown of to prevent a deterioration of an existing from the airline/carrier of the actual date the vehicle in which you are travelling; or medical condition. and time of departure and the reason for the delay. c. an unexpected delay caused by For each insured person, the most we will severe/adverse weather or a road traffic pay is £7,500. 3. Missed departures: incident ahead of you a. If you miss your pre-booked transport Alternative accommodation you must contact the carrier or their we will pay for additional travel and arrangements accommodation costs you incur to reach handling agent to see if a late arrival is If you have to move to other accommodation possible or if alternative travel arrangements your destination abroad or home on your during your trip as a result of: return journey. can be made.

1. the insolvency of the accommodation b. You must get confirmation of the reason For each insured person, the most we will provider or their booking agents; pay is £1,000. for missing your departure from your transport provider, traffic or police reports or 2. fire, flood, earthquake, explosion, roadside assistance provider. Alternative travel arrangements volcanic eruption, severe/adverse weather; If you have to make alternative travel or arrangements as a result of: c. Where you have been delayed by an accident or breakdown ahead of you, you 3. an outbreak of food poisoning, 1. the public transport on which you are must provide evidence of the incident, such booked to travel from or to your home we will pay additional accommodation as local police, press or traffic reports. territory being cancelled or delayed for at costs (of a similar standard) to allow you 4. Alternative travel and least 12 hours, diverted or redirected after to continue your trip. take off; or accommodation arrangements: For each insured person, the most we will a. Any costs incurred may have to be paid 2. you being denied boarding because pay is £7,500. by you and submitted as a claim. there are too many passengers for the seats available and no suitable alternative flight Special conditions b. We will only pay for additional could be provided within 12 hours; or 1. General transport or accommodation costs if a. You can only claim for one benefit per your carrier or their handling agents incident under this section. have not been able to offeryou suitable alternative accommodation and/or travel b. Any costs incurred may have to be paid arrangements. All claims must be supported by you and submitted as a claim. by documentary evidence of the costs you have incurred.

HSB-NRFB1421-MCP55413.indd 28 10/11/2020 12:41 28 29

3. your transport operator, accommodation c. We will only pay for additional c. You must provide written confirmation provider or their booking agents become transport or accommodation costs if from your transport provider of the length insolvent, your carrier or their handling agents of the delay and the reason for the delay. have not been able to offeryou suitable d. If you are denied boarding you must we will pay for additional travel and alternative accommodation and/or travel provide proof that your carrier was unable accommodation costs. arrangements. All claims must be supported to offeryou suitable alternative travel by documentary evidence of the costs you arrangements. If your own prescription medication has run have incurred. out as a direct result of you having to make e. You must provide written confirmation alternative travel arrangements, we will 2. Travel delay: from your accommodation provider or also pay for emergency medical supplies a. You must obtain written confirmation their booking agents of the reason you to prevent a deterioration of an existing from the airline/carrier of the actual date were unable to use your pre-booked medical condition. and time of departure and the reason for accommodation. the delay. For each insured person, the most we will Excess pay is £7,500. 3. Missed departures: We will not pay the first £50 for each a. If you miss your pre-booked transport insured person if the trip is cancelled Alternative accommodation you must contact the carrier or their following a 24 hour delay or you have to arrangements handling agent to see if a late arrival is make alternative travel or accommodation If you have to move to other accommodation possible or if alternative travel arrangements arrangements. during your trip as a result of: can be made. What is not covered 1. the insolvency of the accommodation b. You must get confirmation of the reason a. Anything mentioned in the ‘General provider or their booking agents; for missing your departure from your Exclusions’ section. transport provider, traffic or police reports or 2. fire, flood, earthquake, explosion, b. Any claim where you have not done all roadside assistance provider. volcanic eruption, severe/adverse weather; you can to get to your departure point, or or c. Where you have been delayed by an where you have not allowed sufficient time accident or breakdown ahead of you, you to make the travel connections shown on 3. an outbreak of food poisoning, must provide evidence of the incident, such your ticket/itinerary, for example transfers as local police, press or traffic reports. between terminals, airports, ports or we will pay additional accommodation stations. costs (of a similar standard) to allow you 4. Alternative travel and to continue your trip. c. Any claim where the carrier or their accommodation arrangements: handling agents have offered reasonable a. Any costs incurred may have to be paid For each insured person, the most we will alternative transport. pay is £7,500. by you and submitted as a claim. d. Any claim for costs where you have Special conditions b. We will only pay for additional received a refund from the carrier or 1. General transport or accommodation costs if handling agent. a. You can only claim for one benefit per your carrier or their handling agents Missed departures: incident under this section. have not been able to offeryou suitable alternative accommodation and/or travel a. Any claim for a missed connection for a trip which was not pre-booked before you b. Any costs incurred may have to be paid arrangements. All claims must be supported left the UK. by you and submitted as a claim. by documentary evidence of the costs you have incurred. b. Any claim for trips solely within the UK.

HSB-NRFB1421-MCP55413.indd 29 10/11/2020 12:41 30 31

friend who has to stay with you or travel to The most we will pay for each insured Emergency Medical be with you. person is: and Associated For each insured person we will pay up ® £7,500 for personal travel and Expenses to: accommodation costs ® £750 for excursions ® £10,000,000 Emergency treatment and If you are injured, fall ill, are quarantined or ® £250 for green fees die during your trip, we will cover you up associated expenses outside of your to the limits shown below, for: home territory. if you are unable to recover these costs ® £350 Emergency dental treatment from the provider. Emergency medical treatment outside of your home territory. a. Emergency medical treatment outside ® £10,000 for the cost of your burial or Special conditions your home territory (including rescue cremation if you die outside of your You must phone the Medical Emergency services to take you to hospital). home territory, and/or returning your Assistance helpline before you make any body or ashes to your home. arrangements if an injury or illness means b. Emergency dental treatment required ® that you: for immediate pain relief only outside of £10,000 Associated expenses for claims in your home territory. your home territory. a. need to seek emergency medical advice; or Associated expenses Medical inconvenience If you are claiming for emergency medical a. extra charges for half board b. are told by the treating doctor that you expenses outside of your home territory, accommodation (of a similar standard to the need to visit them for repeat treatments; or and these are covered under this section, accommodation you had booked for your will also pay £50 for each trip) if it is medically necessary for you to we you c. are going to require tests or consecutive 24 hours is disrupted stay after the date you were going to return your trip investigations as an out-patient; or if are: home or travel to your next destination; you d. are told that you need to go into hospital ® in hospital receiving in-patient treatment; b. for the cost of burying or cremating you as an in-patient. or in the country where you die, if you die outside your home territory; ® confined toyour accommodation on the An experienced Medical Emergency advice of the treating doctor. Assistance co-ordinator will deal with c. for the cost of returning your body or your enquiry and make sure that where ashes to your home; For each insured person we will pay up to necessary: £1,000 for medical inconvenience outside of d. the cost of getting you home or to a UK your home territory. a. hospitals are contacted; and/or hospital, if it is medically necessary because you are seriously injured or fall seriously ill Holiday disruption b. medical fees are guaranteed; and/or during your trip and you cannot use your If you are claiming for emergency medical return ticket. expenses and receiving treatment as an c. medical advisors are consulted. in-patient for more than 24 hours we will If our Medical Emergency Assistance pay your own non-recoverable unused If you cannot call before you are admitted provider thinks that it is necessary, we will personal travel and accommodation costs as an in-patient because the condition is also pay travel and accommodation costs (including pre-paid excursions and green serious, you must contact the Medical under a and d above, for one relative or fees). Emergency Assistance Helpline as soon as possible after you go into hospital.

HSB-NRFB1421-MCP55413.indd 30 10/11/2020 12:41 30 31 friend who has to stay with you or travel to The most we will pay for each insured If you are injured or fall ill during your be with you. person is: trip, our Medical Emergency Assistance provider may move you from one hospital For each insured person we will pay up ® £7,500 for personal travel and to another and/or arrange for you to return to: accommodation costs home at any time. They will only do this if ® £750 for excursions they think that it is safe for you to be moved ® £10,000,000 Emergency treatment and ® £250 for green fees or returned home. associated expenses outside of your home territory. if you are unable to recover these costs Excess ® £350 Emergency dental treatment from the provider. We will not pay the first £50 for each outside of your home territory. insured person’s claim for Emergency ® £10,000 for the cost of your burial or Special conditions Treatment and Associated Expenses. There cremation if you die outside of your You must phone the Medical Emergency is no excess for the Medical Inconvenience home territory, and/or returning your Assistance helpline before you make any or Holiday Disruption benefits. body or ashes to your home. arrangements if an injury or illness means ® £10,000 Associated expenses for claims that you: What is not covered in your home territory. a. Anything mentioned in the General a. need to seek emergency medical advice; Exclusions and Health Exclusions in the Medical inconvenience or ‘Your Health’ section. If you are claiming for emergency medical b. are told by the treating doctor that you expenses outside of your home territory, b. Any claim for: need to visit them for repeat treatments; or and these are covered under this section, ® treatment received in your home we will also pay you £50 for each c. are going to require tests or territory; consecutive 24 hours your trip is disrupted investigations as an out-patient; or ® the cost of in-patient hospital treatment, if you are: out-patient treatment or going home d. are told that you need to go into hospital early that our Medical Emergency ® in hospital receiving in-patient treatment; as an in-patient. or Assistance provider has not agreed beforehand; ® confined toyour accommodation on the An experienced Medical Emergency advice of the treating doctor. Assistance co-ordinator will deal with ® the cost of any non-emergency treatment your enquiry and make sure that where or surgery including exploratory tests For each insured person we will pay up to necessary: which are not directly related to the £1,000 for medical inconvenience outside of illness or injury you originally went to your home territory. a. hospitals are contacted; and/or hospital for; ® any form of treatment that our Medical Holiday disruption b. medical fees are guaranteed; and/or Emergency Assistance provider thinks If you are claiming for emergency medical can reasonably wait until you return expenses and receiving treatment as an c. medical advisors are consulted. home; in-patient for more than 24 hours we will ® cosmetic surgery, unless considered If you cannot call before you are admitted pay your own non-recoverable unused necessary as a medical emergency and as an in-patient because the condition is personal travel and accommodation costs agreed with our Medical Emergency serious, you must contact the Medical (including pre-paid excursions and green Assistance provider; fees). Emergency Assistance Helpline as soon as possible after you go into hospital.

HSB-NRFB1421-MCP55413.indd 31 10/11/2020 12:41 32 33

® medication which, at the time your trip What is not covered started, you knew that you would need Accidental death or a. Anything mentioned in the while you were away; permanent disability ‘General Exclusions’ section. ® any extra costs because you have requested a single or private room; We will cover you if you suffer a serious b. Any claim resulting from: ® treatment or services provided by a accidental bodily injury during your trip ® sickness, disease, nervous shock health spa, convalescent or nursing which requires immediate and urgent or naturally occurring condition or home or any rehabilitation centre; medical attention and leads solely, directly degenerative process; ® any treatment after you have returned and independently of any other cause to: ® you taking part in an activity which is home, or are repatriated to a UK a. your death; or shown as excluded in the ‘Your Activities’ hospital. section. b. loss of your hand or foot at or above the c. Costs incurred following your decision wrist or ankle; or not to move hospital or return to your Legal expenses and home territory after the date when it c. total and permanent loss of use of an advice was deemed safe for you to do so by our entire arm, hand, leg or foot; or Medical Emergency Assistance provider. Legal expenses is underwritten by Aviva d. loss of sight to the extent where you are Insurance Limited. Claims handling is d. Any claim for medical inconvenience eligible to be registered as severely sight undertaken by Arc Legal Assistance Limited benefit: impaired (blind); or or such other company as we notify you of from time to time. ® where the period in hospital or e. your disablement for two years from confinement toyour accommodation is the date you sustained the injury, which Legal Expenses cover less than 24 consecutive hours; means that you are entirely prevented from If, during the trip, an incident causes the ® for any insured person not being following any occupation suited to your death or injury of an insured person which treated as an in-patient education, experience and capability. or confined to accommodation on was not the insured person’s fault we will provide a lawyer and up to £50,000 medical advice; For each insured person we will pay up for legal costs to pursue a claim. ® where there is no valid claim for to £50,000 other than the death benefit for insured persons under 16 years of age emergency medical treatment; Our lawyer will assess the evidence and where the maximum we will pay is £1,000. ® where the purpose of the trip was proceed on your behalf if it is more likely office-based business travel. than not that you will recover damages. Special conditions a. the death or disability must happen e. Any claim for medical inconvenience or If, in the lawyer’s opinion: holiday disruption where there is no valid within one year of the accident. claim for emergency medical treatment. a. the prospects of success are no longer in b. only one benefit will be paid under this your favour; or f. Any claim for holiday disruption benefit section, regardless of the number of injuries where you are confined to accommodation sustained. b. the non-recoverable costs are likely to or unable to undertake any planned exceed the potential compensation activities. c. any benefit will be paid toyou or your legal representative. If you die, the benefit we will not pay further costs toward will be paid into your estate. your legal claim.

HSB-NRFB1421-MCP55413.indd 32 10/11/2020 12:41 32 33

What is not covered Personal Legal Advice Accidental death or a. Anything mentioned in the We will give you confidential advice over permanent disability ‘General Exclusions’ section. the phone on any personal legal problem that may lead to a claim under this section. We will cover you if you suffer a serious b. Any claim resulting from: accidental bodily injury during your trip We will tell you what your legal rights ® sickness, disease, nervous shock which requires immediate and urgent are, what course of action is available or naturally occurring condition or medical attention and leads solely, directly to you and whether these can be best degenerative process; and independently of any other cause to: implemented by you or whether you need ® you taking part in an activity which is to consult with a lawyer. a. your death; or shown as excluded in the ‘Your Activities’ section. Special conditions b. loss of your hand or foot at or above the Contingency fees: wrist or ankle; or For claims made in some countries you Legal expenses and may have to enter into a contingency fee c. total and permanent loss of use of an advice arrangement with the lawyer representing entire arm, hand, leg or foot; or you. This means that the lawyer will receive Legal expenses is underwritten by Aviva an agreed percentage of any compensation d. loss of sight to the extent where you are Insurance Limited. Claims handling is which they receive for you. eligible to be registered as severely sight undertaken by Arc Legal Assistance Limited impaired (blind); or or such other company as we notify you of We will not pay any costs incurred by the from time to time. lawyer relating to such an arrangement. e. your disablement for two years from the date you sustained the injury, which Legal Expenses cover Choice of lawyer: means that you are entirely prevented from If, during the trip, an incident causes the a. if court proceedings are issued within the following any occupation suited to your death or injury of an insured person which UK or there is a conflict of interest,you can education, experience and capability. was not the insured person’s fault choose your own lawyer; we will provide a lawyer and up to £50,000 For each insured person we will pay up b. for proceedings outside the UK we will for legal costs to pursue a claim. to £50,000 other than the death benefit for choose the lawyer; insured persons under 16 years of age Our lawyer will assess the evidence and where the maximum we will pay is £1,000. c. we will appoint that lawyer subject proceed on your behalf if it is more likely to acceptance of our standard terms of than not that you will recover damages. Special conditions appointment which are available upon a. the death or disability must happen If, in the lawyer’s opinion: request; within one year of the accident. a. the prospects of success are no longer in d. subject to the other terms and conditions b. only one benefit will be paid under this your favour; or of this policy we will pay legal costs up to section, regardless of the number of injuries £50,000. sustained. b. the non-recoverable costs are likely to exceed the potential compensation Our rights and your obligations: c. any benefit will be paid toyou or your a. on request, your lawyer must provide legal representative. If you die, the benefit we will not pay further costs toward us with information or opinion about will be paid into your estate. your legal claim. your claim;

HSB-NRFB1421-MCP55413.indd 33 10/11/2020 12:41 34 35

b. you must co-operate fully with us and d. Claims made by anyone other than you b. loss or damage to property which the lawyer; enforcing their rights under this cover. belongs to you or is under:

c. you must notify us immediately if i. your control; anyone offers to settle a claim. Ifyou don’t Personal Liability accept an offer which the lawyer advises ii. the control of a member of your We will cover: is reasonable we may refuse to pay any household; further costs; Any money that you legally have to pay iii. the control of people who work for you; that relates to an accident during your trip d. if successful, you must instruct your which causes: lawyer to attempt recovery of all costs c. your job; relating to your case. a. death or physical injury to any person; d. you owning or occupying any land or This cover will end if you: building, unless you are occupying any b. loss or damage to property; temporary holiday accommodation; a. settle or withdraw your claim without c. loss or damage to temporary holiday e. you owning or using: our agreement; accommodation which is not owned by you. b. do not give instructions when requested i. animals (except domestic animals); by the lawyer; We will also pay legal costs and expenses ii. firearms (except sporting guns used for incurred by you in relation to the accident. c. dismiss a lawyer without our consent. clay-pigeon or small-bore shooting); You must obtain our consent in writing We will not withhold consent without good before incurring any cost or expense. iii. motorised vehicles; reason. For each insured person we will pay up iv. vessels (other than manually propelled If, due to the above, we incur costs that to £2,000,000. watercraft); wouldn’t otherwise have been incurred, we reserve the right to recover these from you. Excess v. aircraft of any description, including A £50 excess applies to all claims arising unpowered flight. You cannot transfer your rights under this from damage caused by you to your policy. temporary holiday accommodation. Your Possessions A person, partnership (whether limited or What is not covered not) or company who is not insured under 1. Anything mentioned in the ‘General Delayed baggage this policy has no rights to enforce any of Exclusions’ section. If your baggage is temporarily lost on the its terms. outward journey and you are without it 2. Any fines or exemplary damages for more than 12 hours we will pay for the What is not covered (punishing, or aimed at punishing, the replacement of essential items. a. Anything mentioned in the ‘General person responsible rather than awarding Exclusions’ section. compensation) you have to pay. For each insured person, we will pay up to £250. b. Any claim which does not result from a 3. Liability arising from: specific incident. Baggage and personal money a. death or injury of members of your We will cover you for loss, theft or c. An application for judicial review. household or people who work for you; accidental damage to your:

HSB-NRFB1421-MCP55413.indd 34 10/11/2020 12:41 34 35 d. Claims made by anyone other than you b. loss or damage to property which a. Baggage, including valuables; and/or enforcing their rights under this cover. belongs to you or is under: b. Personal money; and/or i. your control; Personal Liability c. Golf equipment. ii. the control of a member of your We will cover: household; For each insured person, we will pay up to: Any money that you legally have to pay iii. the control of people who work for you; that relates to an accident during your trip ® £2,500 in total for baggage (less any which causes: c. your job; amount already claimed under the ‘Delayed baggage’ section) a. death or physical injury to any person; d. you owning or occupying any land or ® £650 for any individual item building, unless you are occupying any ® £750 for personal money (a maximum b. loss or damage to property; temporary holiday accommodation; limit of £100 for cash applies to insured persons under the age of 16) c. loss or damage to temporary holiday e. you owning or using: accommodation which is not owned by ® £1,500 for golf equipment. you. i. animals (except domestic animals); At our option, we will settle any claim We will also pay legal costs and expenses ii. firearms (except sporting guns used for by payment or replacement. We will pay incurred by you in relation to the accident. clay-pigeon or small-bore shooting); claims for baggage, valuables and golf You must obtain our consent in writing equipment based on their value at the before incurring any cost or expense. iii. motorised vehicles; time of loss. We will not pay the cost of replacing them with new items, and we will For each insured person we will pay up iv. vessels (other than manually propelled not pay more than the original purchase to £2,000,000. watercraft); price of any lost or damaged items.

Excess v. aircraft of any description, including Golf equipment hire A £50 excess applies to all claims arising unpowered flight. If your golf equipment is damaged, lost or from damage caused by you to your stolen and you are unable to use it we will temporary holiday accommodation. pay up to £300 to hire replacement golf Your Possessions equipment. What is not covered Delayed baggage 1. Anything mentioned in the ‘General For each insured person, we will pay £50 If your baggage is temporarily lost on the Exclusions’ section. per day, up to a maximum benefit of £300. outward journey and you are without it for more than 12 hours we will pay for the 2. Any fines or exemplary damages Emergency travel documents replacement of essential items. (punishing, or aimed at punishing, the If your passport or visa is lost, stolen person responsible rather than awarding or accidentally damaged whilst you are For each insured person, we will pay up compensation) you have to pay. outside the UK, we will pay for: to £250. 3. Liability arising from: a. The cost of an emergency travel Baggage and personal money document; and/or a. death or injury of members of your We will cover you for loss, theft or household or people who work for you; accidental damage to your:

HSB-NRFB1421-MCP55413.indd 35 10/11/2020 12:41 36 37

b. Travel, accommodation and from your transport company, hotel, or e. Theft of personal money, baggage, communication expenses resort management). valuables or golf equipment from an unattended motor vehicle unless they have if the loss prevents you from leaving the d. It may affectyour claim if you cannot been placed out of view. country you are in or continuing the trip. prove the value of, and that you were responsible for the lost, stolen or damaged f. Any personal money, baggage, If you are unable to use your return ticket items, for example a receipt or valuables or golf equipment delayed, to the UK we will also pay towards the cost credit card/bank statement showing detained or confiscated by customs or of additional travel expenses (of a similar evidence of the purchase, proof of other officials. standard you had booked for your trip) withdrawal or a currency exchange receipt. to allow you to return home. If you are claiming for damage we may ask g. Wear and tear, loss of value or damage you to send us the broken item. caused by moths and/or vermin, or any For each insured person, the most we will process of cleaning, repairing or restoring. pay is £750. Delayed baggage: a. If your baggage is temporarily lost in h. Loss, accidental damage or theft of Contact the Travel Assistant Helpline for transit you must get written confirmation bonds, securities or documents of any advice on how to replace lost or stolen from the carrier of the number of hours you kind (other than those listed under personal money, or how to obtain an were without your baggage. personal money). Emergency Travel Document. Excess Baggage and personal money: Special conditions We will not pay the first £50 for each a. Pedal cycles, contact lenses, and hearing a. If your baggage is lost or damaged by insured person’s claim for baggage or aids, medical and dental fittings or antiques, an authority, a transport company or hotel, personal money. There is no excess for furs or telescopes. you must report the details of the loss or the Emergency Travel Document’s benefit. damage to them in writing and request b. Scuba diving, fishing orwinter sports written confirmation. What is not covered equipment. a. Anything mentioned in the ‘General b. If your baggage is lost or damaged by Exclusions’ section. c. Cracking, scratching or breaking of an airline, you must: glass (except lenses in camera, binoculars b. Loss, accidental damage or theft of or spectacles), china, porcelain, ceramics, ® get a ‘Property Irregularity Report’; personal money or valuables not carried pottery, ornaments or similar fragile articles. ® give written notice of the claim to the in your hand baggage and fully accessible airline within the time limit in their to you while you are travelling. d. Loss, accidental damage or theft of items conditions of carriage (you should used in connection with your job, which are keep a copy); c. Loss or theft of personal money, not owned by you. ® keep all travel tickets and tags if you baggage, valuables or golf equipment e. Shortages due to a mistake or loss due to claim under this policy. which you have deliberately left somewhere that is not in your full view and with no one a change in exchange rates. c. You must report any loss or theft to known to you looking after them. f. Loss or theft of travellers’ cheques where the police as soon as reasonably possible the issuer provides replacements or where following discovery, and get a written report d. Theft of personal money, baggage, you have not complied with the issuer’s (where it is not possible to obtain a police valuables or golf equipment from a locked instructions. report you must provide other independent room, safe, motor vehicle or caravan unless proof of the loss or theft, such as a letter there is visible evidence of forcible and violent entry.

HSB-NRFB1421-MCP55413.indd 36 10/11/2020 12:41 36 37 from your transport company, hotel, or e. Theft of personal money, baggage, Golf Equipment: resort management). valuables or golf equipment from an a. Deliberate or malicious damage caused unattended motor vehicle unless they have by the insured person. d. It may affectyour claim if you cannot been placed out of view. prove the value of, and that you were b. Loss or damage to golf equipment responsible for the lost, stolen or damaged f. Any personal money, baggage, caused by the insured person’s neglect. items, for example a receipt or valuables or golf equipment delayed, credit card/bank statement showing detained or confiscated by customs or c. Damaged to hired golf equipment while it evidence of the purchase, proof of other officials. is being used. withdrawal or a currency exchange receipt. If you are claiming for damage we may ask g. Wear and tear, loss of value or damage d. Wear and tear, loss of value or damage you to send us the broken item. caused by moths and/or vermin, or any caused by moths and/or vermin, or any process of cleaning, repairing or restoring. process of cleaning, repairing or restoring. Delayed baggage: a. If your baggage is temporarily lost in h. Loss, accidental damage or theft of Emergency travel documents: transit you must get written confirmation bonds, securities or documents of any a. Any claim for travel and accommodation from the carrier of the number of hours you kind (other than those listed under expenses of any other insured person who were without your baggage. personal money). could travel without you but decides to stay with you. Excess Baggage and personal money: We will not pay the first £50 for each a. Pedal cycles, contact lenses, and hearing Winter Sports insured person’s claim for baggage or aids, medical and dental fittings or antiques, personal money. There is no excess for furs or telescopes. Cover under this section only applies for the Emergency Travel Document’s benefit. a total of 31 days in any calendar year. b. Scuba diving, fishing orwinter sports What is not covered equipment. Winter sports equipment a. Anything mentioned in the ‘General We will cover you for loss, theft or c. Cracking, scratching or breaking of Exclusions’ section. accidental damage to winter sports glass (except lenses in camera, binoculars equipment which is owned or hired or spectacles), china, porcelain, ceramics, b. Loss, accidental damage or theft of by you. personal money or valuables not carried pottery, ornaments or similar fragile articles. in your hand baggage and fully accessible If you have a valid claim under this section d. Loss, accidental damage or theft of items to you while you are travelling. we will also pay for you to hire replacement used in connection with your job, which are equipment for the duration of your trip. c. Loss or theft of personal money, not owned by you. baggage, valuables or golf equipment We will also cover the cost of a e. Shortages due to a mistake or loss due to which you have deliberately left somewhere replacement lift pass if it is lost or stolen. that is not in your full view and with no one a change in exchange rates. known to you looking after them. For each insured person, we will pay f. Loss or theft of travellers’ cheques where up to: d. Theft of personal money, baggage, the issuer provides replacements or where valuables or golf equipment from a locked you have not complied with the issuer’s ® £500 for winter sports equipment instructions. room, safe, motor vehicle or caravan unless ® £250 for replacement equipment hire there is visible evidence of forcible and ® £250 for a replacement lift pass violent entry.

HSB-NRFB1421-MCP55413.indd 37 10/11/2020 12:41 38 39

At our option, we will settle any claim ® £50 for each day you are unable to ski What is not covered by payment or replacement. We will pay or board, up to a maximum of £200 a. Anything mentioned in the General claims for winter sports equipment ® £500 for your ski pack. Exclusions and Health Exclusions in the based on their value at the time of loss. ‘Your Health’ section. We will not pay the cost of replacing them Excess with new items, and we will not pay more We will not pay the first £50 for any claim b. Any claim where the maximum limit than the original purchase price of any lost for winter sports equipment. of 31 days for winter sports has been or damaged items. exceeded. Special conditions Delay due to Avalanche Winter sports equipment: Winter sports equipment: We will pay for the cost of extra travel and a. If your winter sports equipment is a. Deliberate or malicious damage caused accommodation if an avalanche delays lost or damaged by an authority, a transport by the insured person. your arrival at, or departure from the company or hotel, you must report the booked resort. details of the loss or damage to them in b. Loss or damage to winter sports writing and request written confirmation. equipment caused by the insured For each insured person, we will pay up person’s neglect. to £200. b. If your winter sports equipment is lost or damaged by an airline, you must: c. Theft from motor vehicles. Piste closure This cover does not apply to cross- ® get a ‘Property Irregularity Report’; d. Damage to hired winter sports equipment while being used. country skiing. ® give written notice of the claim to the airline within the time limit in their e. Wear and tear, loss of value and We will pay you a daily benefit if all pistes conditions of carriage (you should keep damaged caused by moths or vermin, at your booked resort are closed due to lack a copy); of snow, excessive snow or high winds. or any process of cleaning, repairing or ® keep all travel tickets and tags if you restoring. claim under this policy. For each insured person we will pay a daily benefit of £30 up to a maximum of Medical inconvenience: c. You must report any loss or theft to a. Any claim for medical inconvenience: £300. the police as soon as reasonably possible following discovery, and get a written report Medical inconvenience ® if the insured person has travelled (where it is not possible to obtain a police If, due to illness or injury, you are medically against the advice of their doctor, or report you must provide other independent certified as being unable to ski or boardwe purposely travels without medical advice proof of the loss or theft, such as a letter will pay a daily benefit for each dayyou are when it was reasonable for them to have from your transport company, hotel, or prevented from doing so. done so. resort management). ® caused by a medical condition or We will also pay a benefit for the undiagnosed symptom which has not Piste closure: proportionate cost of your non-refundable been disclosed to and accepted by us. You must provide evidence from your tour ski pack (ski lessons from a ski school, ski Please refer to the ‘Your Health’ section operator or resort management that all hire and lift pass). for details of when you need to tell us pistes were closed, and how long they about medical conditions. For each insured person, the most we will were closed for. pay is:

HSB-NRFB1421-MCP55413.indd 38 10/11/2020 12:41 38 39

® £50 for each day you are unable to ski What is not covered or board, up to a maximum of £200 a. Anything mentioned in the General Your Activities ® £500 for your ski pack. Exclusions and Health Exclusions in the We’ll cover you whilst you take part in ‘Your Health’ section. most sports and leisure activities. It is a Excess general condition of this policy that you We will not pay the first £50 for any claim b. Any claim where the maximum limit take all reasonable precautions to protect for winter sports equipment. of 31 days for winter sports has been exceeded. yourself against accidents and injury. This Special conditions includes when you take part in sports and Winter sports equipment: Winter sports equipment: leisure activities where you must make use a. If your winter sports equipment is a. Deliberate or malicious damage caused of any appropriate safety equipment and lost or damaged by an authority, a transport by the insured person. follow any instructions provided (if taking company or hotel, you must report the part in an organised activity). details of the loss or damage to them in b. Loss or damage to winter sports Please refer to the ‘Personal Liability’ writing and request written confirmation. equipment caused by the insured person’s neglect. section for further exclusions. b. If your winter sports equipment is lost There is no cover for: or damaged by an airline, you must: c. Theft from motor vehicles. 1. You training for, or taking part in any ® get a ‘Property Irregularity Report’; d. Damage to hired winter sports race, time trial or organised sporting equipment while being used. competition, performance or tournament. ® give written notice of the claim to the airline within the time limit in their e. Wear and tear, loss of value and 2. You are participating in an activity as conditions of carriage (you should keep damaged caused by moths or vermin, a professional or where you are paid or a copy); or any process of cleaning, repairing or receive benefits in kind, such as travel ® keep all travel tickets and tags if you restoring. and/or accommodation or expenses. claim under this policy. Medical inconvenience: Excluded activities c. You must report any loss or theft to a. Any claim for medical inconvenience: You will not be covered whilst the police as soon as reasonably possible participating in any of these activities following discovery, and get a written report ® if the insured person has travelled There is no cover for any claim for injury, (where it is not possible to obtain a police against the advice of their doctor, or illness or death that happens while you are report you must provide other independent purposely travels without medical advice taking part in these activities or any financial proof of the loss or theft, such as a letter when it was reasonable for them to have loss as a result of you being unable to take from your transport company, hotel, or done so. part in these activities. resort management). ® caused by a medical condition or undiagnosed symptom which has not Land Piste closure: been disclosed to and accepted by us. Adventure racing/endurance events/ You must provide evidence from your tour Please refer to the ‘Your Health’ section marathon/ultramarathon/multi-discipline operator or resort management that all for details of when you need to tell us events pistes were closed, and how long they about medical conditions. were closed for. Big game hunting/hunting

Boxing/martial arts

HSB-NRFB1421-MCP55413.indd 39 10/11/2020 12:41 40 41

Caving/potholing Scuba diving Glacier skiing

Charity and conservation work that is not ® where this is the main reason you Ski flying/jumping/stunting/surfing organised through a registered organisation, booked the trip is not voluntary or involves work at heights ® where you are not accompanied by a Ski racing/training over 3 metres qualified instructor or dive master; Ski mountaineering ® beyond the depth to which you are Cycle racing qualified to a maximum of 40m Expeditions ® that is professional, commercial or Complaints Procedure technical diving in nature, including but Our promise of service Free running/Parkour not limited to enriched air, tutor, solo, goal is to give excellent service to wreck, cave or cavern diving. Our Mountain biking – other than trails graded all our customers but we recognise that as easy or moderate Water ski jumping things go wrong occasionally. We take all complaints we receive seriously and aim Mountaineering, rock climbing, bouldering Aerial to resolve all our customers’ problems (outdoors) or via ferrata Base jumping promptly. To ensure that we provide the kind of service you expect we welcome Track events involving the use of motor Flying (other than as a fare paying your feedback. We will record and vehicles passenger in a fully licensed passenger analyse your comments to make sure we carrying aircraft) continually improve the service we offer. Trekking that involves an ascent to more than 5,000 metres altitude Gliding What will happen if you complain? ® We will acknowledge your complaint Water Hang gliding promptly Canyoning/Coasteering ® We aim to resolve all complaints as Parachuting quickly as possible Cliff diving Paragliding Most of our customers’ concerns can be Free diving Sky diving/parachuting (other than tandem resolved quickly, but occasionally more High diving skydiving through licensed operator) detailed enquiries are needed. If this is likely, we will contact you with an update within Ice diving Winter sports activities 10 working days of receipt and give you an Bobsleigh/cresta/luge/skeleton expected date of response. Kite surfing Freestyle skiing/snowboarding What to do if you are unhappy River sports involving rivers over grade 3 If you are unhappy with any aspect of Off-piste skiing (unless accompanied by the handling of your claim we would Sailing/Yachting more than 12 miles from a qualified guide at all times in areas the encourage you, in the first instance, to seek shore resort management consider to be safe) resolution by contacting:

Heli-skiing ® The Travel Claims Helpline number shown at the front of this booklet; or

HSB-NRFB1421-MCP55413.indd 40 10/11/2020 12:41 40 41

Scuba diving Glacier skiing ® The HSBC Claims Department, Aviva Insurance Limited, PO Box 432, ® where this is the main reason you Ski flying/jumping/stunting/surfing Chichester PO19 1QA. booked the trip ® where you are not accompanied by a Ski racing/training If your complaint is regarding anything else qualified instructor or dive master; please contact: Ski mountaineering ® beyond the depth to which you are ® The HSBC Customer Services Helpline qualified to a maximum of 40m number shown at the front of this ® that is professional, commercial or Complaints Procedure booklet. technical diving in nature, including but not limited to enriched air, tutor, solo, Our promise of service goal is to give excellent service to If you are unhappy with the outcome of wreck, cave or cavern diving. Our all our customers but we recognise that your complaint you may refer the matter to: Water ski jumping things go wrong occasionally. We take all complaints we receive seriously and aim ® The Financial Ombudsman Service at Aerial to resolve all our customers’ problems The Financial Ombudsman Service, Base jumping promptly. To ensure that we provide the Exchange Tower, kind of service you expect we welcome London E14 9SR. Flying (other than as a fare paying your feedback. We will record and ® Telephone: 0800 023 4567 (free from passenger in a fully licensed passenger analyse your comments to make sure we landlines and mobiles) carrying aircraft) continually improve the service we offer. ® Simply log onto their website at Gliding What will happen if you complain? financial-ombudsman.org.uk ® We will acknowledge your complaint Hang gliding promptly Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. ® We aim to resolve all complaints as Parachuting Following the complaints procedure does quickly as possible not affectyour right to take legal action. Paragliding Most of our customers’ concerns can be If you have taken a product out online Sky diving/parachuting (other than tandem resolved quickly, but occasionally more and are unhappy with the product or the skydiving through licensed operator) detailed enquiries are needed. If this is likely, service you received, you can also use the we will contact you with an update within European Commission’s Online Dispute Winter sports activities 10 working days of receipt and give you an Resolution service (ec.europa.eu/odr) Bobsleigh/cresta/luge/skeleton expected date of response. to make a complaint. The purpose of this platform is to identify a suitable Alternative Freestyle skiing/snowboarding What to do if you are unhappy If you are unhappy with any aspect of Dispute Resolution (ADR) provider and Off-piste skiing (unless accompanied by the handling of your claim we would we expect that this will be the Financial a qualified guide at all times in areas the encourage you, in the first instance, to seek Ombudsman Service. Please be aware that resort management consider to be safe) resolution by contacting: the Financial Ombudsman Service will only be able to consider your complaint when Heli-skiing ® The Travel Claims Helpline number we have had the opportunity to consider shown at the front of this booklet; or and resolve this.

HSB-NRFB1421-MCP55413.indd 41 10/11/2020 12:41 42 43

Residents of the Channel Islands and the from HSBC Bank plc as intermediary Isle of Man – For details of the regulator and HSBC Bank plc and also in respect of any information ombudsman for qualifying accounts opened that it has collected directly from you in the Channel Islands or the Isle of Man, (HSBC) Privacy or from other sources as set out in its please refer to “Personal Banking Terms and Overviews Privacy Notice. Conditions” or contact the local branch. Your privacy is important to us. Aviva Privacy Notice In this section “we”, “us” or “our” means Compensation ® You explicitly consent to HSBC Bank plc Aviva Insurance Limited. accessing, processing and retaining any We are covered by the Financial Services information you provide to HSBC, for the Personal Information Compensation Scheme (FSCS). You may purposes of providing payment services We collect and use personal information be entitled to compensation from this to you. This does not affect any rights about you so that we can provide you with scheme if we cannot meet our obligations, and obligations you or we have under a policy that suits your insurance needs. depending on the type of insurance and data protection legislation. You may This notice explains the most important the circumstances of your claim. Further withdraw this consent by closing your aspects of how we use your information information about the scheme is available account. If you do this, we’ll stop using but you can get more information about from the FSCS website fscs.org.uk. your data for this purpose, but may the terms we use and view our full privacy continue to process your data for other policy at aviva.co.uk/privacypolicy or purposes. request a copy by writing to us at Further information Aviva, Freepost, Mailing Exclusion ® Our Privacy Notice explains how we Team, Unit 5, Wanlip Road Ind Est, collect, use, disclose, transfer and store about your policy Syston, Leicester LE7 1PD. your information and sets out your HSBC Bank plc may from time to time use a rights to your information. We have The data controller responsible for this different insurer(s) to provideyou with this provided our Privacy Notice to you personal information is Aviva Insurance product. A change of insurer(s) may take separately and will inform you when we Limited as the underwriter of the product. place at any time. make any changes to it. You can also Additional controllers include HSBC Bank find this atciiom.hsbc.com/privacy or HSBC Bank plc will notify you prior to any plc (HSBC), who are responsible for the sale you can ask for a copy in branch. change of insurer(s) and advise you of any and administration of the product, and any ® Aviva Insurance Limited (Aviva), as change in the policy terms. You will have applicable insurers, reinsurers or brokers the underwriter of the Travel Insurance the opportunity to terminate your HSBC we use. product, collects and uses personal Premier account both before and after information about you so that they can such a change becomes effective. Personal information we collect and provide you with a policy that suits how we use it your insurance needs. Some of this We will use personal information collected information may be collected directly from you and obtained from other sources: from you and some may be collected from other sources including HSBC ® to provide you with insurance: we need Bank plc, for example, during the sale this to decide if we can offer insurance and administration of the policy. Aviva to you and if so on what terms and also is the data controller in respect of your to handle any claims, personal information that it has received ® to support legitimate interests that we have as a business. We need this to:

HSB-NRFB1421-MCP55413.indd 42 10/11/2020 12:41 42 43

from HSBC Bank plc as intermediary • manage arrangements we have with HSBC Bank plc and also in respect of any information our insurers, reinsurers and brokers that it has collected directly from you we use, and for the detection and (HSBC) Privacy or from other sources as set out in its prevention of fraud, Overviews Privacy Notice. ® to meet any applicable legal or regulatory obligations: we need this Your privacy is important to us. Aviva Privacy Notice to meet compliance requirements In this section “we”, “us” or “our” means with our regulators (e.g. Financial ® You explicitly consent to HSBC Bank plc Aviva Insurance Limited. Conduct Authority), to comply with accessing, processing and retaining any law enforcement and to manage legal Personal Information information you provide to HSBC, for the claims, and purposes of providing payment services We collect and use personal information about you so that we can provide you with ® to carry out other activities that are in to you. This does not affect any rights the public interest: for example, we may and obligations you or we have under a policy that suits your insurance needs. This notice explains the most important need to use personal information to carry data protection legislation. You may out anti-money laundering checks. withdraw this consent by closing your aspects of how we use your information but you can get more information about account. If you do this, we’ll stop using We may also use personal information the terms we use and view our full privacy your data for this purpose, but may about other people, for example family policy at aviva.co.uk/privacypolicy or continue to process your data for other members you wish to insure on a policy. request a copy by writing to us at purposes. If you are providing information about Aviva, Freepost, Mailing Exclusion ® Our Privacy Notice explains how we another person we expect you to Team, Unit 5, Wanlip Road Ind Est, collect, use, disclose, transfer and store ensure that they know you are doing Syston, Leicester LE7 1PD. your information and sets out your so. You might find it helpful to show rights to your information. We have The data controller responsible for this them this privacy notice. provided our Privacy Notice to you personal information is Aviva Insurance The personal information we collect and separately and will inform you when we Limited as the underwriter of the product. use will include name, address, date of birth make any changes to it. You can also Additional controllers include HSBC Bank and financial information. If a claim is made, find this atciiom.hsbc.com/privacy or plc (HSBC), who are responsible for the sale we will also collect personal information you can ask for a copy in branch. and administration of the product, and any about the claim from you and any relevant ® Aviva Insurance Limited (Aviva), as applicable insurers, reinsurers or brokers third parties. We may also need to ask for the underwriter of the Travel Insurance we use. product, collects and uses personal details relating to the health or any unspent information about you so that they can Personal information we collect and offences or criminal convictions of you or provide you with a policy that suits how we use it somebody else covered under your policy. your insurance needs. Some of this We will use personal information collected We recognise that information about information may be collected directly from you and obtained from other sources: health and offences or criminal convictions from you and some may be collected is particularly sensitive information. We’ll from other sources including HSBC ® to provide you with insurance: we need ensure that we only use that information Bank plc, for example, during the sale this to decide if we can offer insurance where we need to for our insurance and administration of the policy. Aviva to you and if so on what terms and also purposes (including assessing the terms is the data controller in respect of your to handle any claims, of your insurance contract, dealing with personal information that it has received ® to support legitimate interests that we changes to your policy and/or dealing with have as a business. We need this to: claims).

HSB-NRFB1421-MCP55413.indd 43 10/11/2020 12:41 44 45

There may be times when we need consent are requested. The Insurer or their agents ® with reinsurers who provide reinsurance to use personal information for a specific may undertake checks against publicly services to Aviva and for each other reason. If this happens we will make this available information (such as electoral roll, in respect of risks underwritten by clear to you at the time. If you give us county court judgments, bankruptcy orders Aviva, with insurers who cover Aviva consent to using personal information, you or repossession(s)). Similar checks may be under its group insurance policies and are free to withdraw this at any time by made when assessing claims. with our brokers who arrange and contacting us – refer to the “Contacting us” manage such reinsurance and insurance details below. Please note that if consent The identity of our Credit Reference Agency arrangements. They will use your data to use this information is withdrawn we and the ways in which they use and share to decide whether to provide reinsurance will not be able to continue to process personal information, are explained in more and insurance cover, arrange and the information you gave us for this/these detail at transunion.co.uk/crain. manage such cover, assess and deal with purpose(s). This would not affectour use reinsurance and insurance claims under of the information where consent is not Automated decision making such cover and to meet legal obligations. required. We carry out automated decision making to They will keep your data for the period decide whether we can provide insurance necessary for these purposes and may Of course, you don’t have to provide us to you and on what terms, deal with claims need to disclose it to other companies with any personal information, but if you or carry out fraud checks. In particular, we within their group, their agents and third don’t provide the information we need use an automated underwriting engine to party service providers, law enforcement we may not be able to proceed with your provide a quote for this product, using the and regulatory bodies. application or any claim you make. information we have collected. Some of the organisations we share Some of the information we use as part of How we share your personal information with may be located outside this application may be provided to us by information with others of the European Economic Area (“EEA”). a third party. This may include information We may share your personal information: We’ll always take steps to ensure that any already held about you within the Aviva transfer of information outside of Europe is ® with the Aviva group, our agents and group, including details from previous carefully managed to protect your privacy third parties who provide services to us, quotes and claims, information we obtain rights. For more information on this please and other insurers (either directly or via from publicly available records, our trusted see our Privacy Policy or contact us. third parties and from industry databases, those acting for the insurer such as loss including fraud prevention agencies and adjusters or investigators) to help us How long we keep your personal databases. administer our products and services, information for ® with regulatory bodies and law We maintain a retention policy to ensure Credit Reference Agency Searches enforcement bodies, including the we only keep personal information for To ensure the Insurer has the necessary police, e.g. if we are required to do so to as long as we reasonably need it for the facts to assess your insurance risk, comply with a relevant legal or regulatory purposes explained in this notice. We need verify your identity, help prevent fraud obligation, to keep information for the period necessary and provide you with our best premium ® with other organisations including to process your insurance and deal with and payment options, the Insurer may insurers, public bodies and the claims and queries on your policy. We need to obtain information relating to police (either directly or using shared may also need to keep information after you at quotation, renewal and in certain databases) for fraud prevention and our relationship with you has ended, for circumstances where policy amendments detection purposes, example to ensure we have an accurate

HSB-NRFB1421-MCP55413.indd 44 10/11/2020 12:41 44 45 are requested. The Insurer or their agents ® with reinsurers who provide reinsurance record in the event of any complaints or may undertake checks against publicly services to Aviva and for each other challenges, carry out relevant fraud checks, available information (such as electoral roll, in respect of risks underwritten by or where we are required to do so for legal, county court judgments, bankruptcy orders Aviva, with insurers who cover Aviva regulatory or tax purposes. or repossession(s)). Similar checks may be under its group insurance policies and made when assessing claims. with our brokers who arrange and Your rights manage such reinsurance and insurance You have various rights in relation to The identity of our Credit Reference Agency arrangements. They will use your data your personal information, including the and the ways in which they use and share to decide whether to provide reinsurance right to request access to your personal personal information, are explained in more and insurance cover, arrange and information, correct any mistakes on our detail at transunion.co.uk/crain. manage such cover, assess and deal with records, erase or restrict records where reinsurance and insurance claims under they are no longer required, object to use Automated decision making such cover and to meet legal obligations. of personal information based on legitimate We carry out automated decision making to They will keep your data for the period business interests, including profiling decide whether we can provide insurance necessary for these purposes and may and marketing, ask not to be subject to to you and on what terms, deal with claims need to disclose it to other companies automated decision making if the decision or carry out fraud checks. In particular, we within their group, their agents and third produces legal or other significant effects use an automated underwriting engine to party service providers, law enforcement on you, and data portability. For more provide a quote for this product, using the and regulatory bodies. details in relation to your rights, including information we have collected. how to exercise them, please see our full Some of the organisations we share privacy policy or contact us – refer to the How we share your personal information with may be located outside “Contacting us” details below. information with others of the European Economic Area (“EEA”). We may share your personal information: We’ll always take steps to ensure that any Contacting us transfer of information outside of Europe is If you have any questions about how we ® with the Aviva group, our agents and carefully managed to protect your privacy use personal information, or if you want to third parties who provide services to us, rights. For more information on this please exercise your rights stated above, please and other insurers (either directly or via see our Privacy Policy or contact us. contact our Data Protection team by either those acting for the insurer such as loss emailing them at [email protected] or adjusters or investigators) to help us How long we keep your personal writing to the Data Protection Officer, administer our products and services, information for Level 5, Pitheavlis, Perth PH2 0NH. ® with regulatory bodies and law We maintain a retention policy to ensure enforcement bodies, including the we only keep personal information for If you have a complaint or concern about police, e.g. if we are required to do so to as long as we reasonably need it for the how we use your personal information, comply with a relevant legal or regulatory purposes explained in this notice. We need please contact us in the first instance and obligation, to keep information for the period necessary we will attempt to resolve the issue as ® with other organisations including to process your insurance and deal with soon as possible. You also have the right insurers, public bodies and the claims and queries on your policy. We to lodge a complaint with the Information police (either directly or using shared may also need to keep information after Commissioner’s Office at any time. databases) for fraud prevention and our relationship with you has ended, for detection purposes, example to ensure we have an accurate

HSB-NRFB1421-MCP55413.indd 45 10/11/2020 12:41 46

Fraud Prevention and Detection In order to prevent and detect fraud we may at any time share information about you with other organisations and public bodies including the police.

You should show these notices to anyone who has an interest in the insurance under the policy.

HSB-NRFB1421-MCP55413.indd 46 10/11/2020 12:41 46

HSB-NRFB1421-MCP55413.indd 47 10/11/2020 12:41 Accessibility

To find out more about our accessible services please visitciiom.hsbc.com/accessibility or ask at any of our branches.

If you’d like this document in another format such as large print, Braille or audio, please contact us on 03456 006 161.

BSL Video Relay Service is also available (Monday-Friday 8am-6pm, excluding Bank and Public Holidays).

ciiom.hsbc.com

HSBC Bank plc. Registered in England & Wales with number 00014259. Registered Office: 8 Canada Square, London E14 5HQ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 114216.

Customer Information: PO Box 760, 1 The Forum, Parkway, Fareham PO14 9TE PO Box 14, St Helier, Jersey JE4 8NJ PO Box 31, St Peter Port, Guernsey GY1 3AT PO Box 20, Douglas, Isle of Man IM99 1AU

Aviva Insurance Limited. Registered in Scotland 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

HSB-NRFB1421-MCP55413.indd 48 10/11/2020 12:41