Your Insurance Documentation –
British Airways American Express
®
Credit Card
1
YOUR INSURANCE
DOCUMENTATION –
BRITISH AIRWAYS
AMERICAN EXPRESS
®
CREDIT CARD
Contains:
– Key Information:
(i) Policy Summary
(ii) Terms of Business
– Policy Terms and Conditions
2
KEY INFORMATION
(i) Policy Summary
IMPORTANT INFORMATION
This Policy Summary contains some important facts about the insurance provided
with the British Airways American Express
®
Credit Card (the “Card”). It does not
contain the full Policy Terms and Conditions and it is important that these are read
to ensure full understanding of the cover provided. Full Policy Terms and Conditions
are provided with your Card and can also be found on the American Express
website.
The insurance is provided under a group insurance policy that American Express
Services Europe Limited holds with an insurer for the benefit of its Cardmembers.
There is no additional charge or premium for this insurance. The insurer that
underwrites the relevant policy is:
• Chubb European Group Limited (the “insurer”).
ELIGIBILITY
The benefits described in this Policy Summary are dependent upon a Card being
issued, the Card account being valid and the account balance having been paid in
accordance with the Cardmember agreement at the time of any incident giving rise
to a claim.
All benefits are dependent on the use of the Card.
The insurance benefits may be varied, withdrawn or cancelled in certain
circumstances in accordance with the Policy Terms and Conditions. You will be
given at least 30 days’ written notice of such a change.
DURATION OF COVER
You are entitled to the insurance benefits under the policy from the moment
the Card is activated and for as long as the eligibility criteria (as set out above)
continues to be met or until we withdraw or cancel the insurance benefits by notice
to you.
SUMMARY OF COVER
Purchase Protection, Refund Protection and Travel Accident insurance cover is
provided for the Cardmember and supplementary Cardmembers, their respective
partners or spouses living at the same address and dependent children under the
age of 23. All insurance benefits are dependent on the use of the Card.
The following tables set out the benefits payable under Purchase Protection,
Refund Protection and Travel Accident.
3
PURCHASE PROTECTION AND REFUND PROTECTION
Purchase Protection and Refund Protection covers eligible items purchased on
the Card account provided those items are for personal use, have had no previous
owner and were not purchased privately.
The following table sets out the benefits payable under the Purchase Protection
and Refund Protection cover:
Cover, subject to Policy
Terms and Conditions,
UP TO:
Key Exclusions & Limitations: Policy
Terms and
Conditions
Section
Number
PURCHASE PROTECTION
• £2,500 if an eligible
item purchased on the
Card account is stolen
or damaged within 90
days of purchase
KEY EXCLUSIONS &
LIMITATIONS
• Theft of electronic items and
equipment
• Second hand items
• Maximum £20,000 in a 12
month period
• £50 excess applies
• Deduction for wear and tear
1.1
REFUND PROTECTION
• £200 per item if a UK
retailer will not take
back an eligible item
purchased on the Card
account within 90 days
of purchase
KEY EXCLUSIONS &
LIMITATIONS
• Closing down sale items,
tickets, antiques, perishable
goods
• Items costing less than £25
• Maximum £750 in a 12 month
period
1.2
TRAVEL ACCIDENT
The following table sets out the benefits payable under Travel Accident cover
(including hijack) which apply when tickets are purchased on the Card account:
Cover, subject to Policy
Terms and Conditions,
per claim, UP TO:
Key Exclusions & Limitations: Policy
Terms and
Conditions
Section
Number
TRAVEL ACCIDENT
• £75,000 for loss of life,
limb, sight, speech or
hearing, while travelling
on a public vehicle
where the ticket was
purchased on the Card
account
KEY EXCLUSIONS &
LIMITATIONS
• Accidents on or involving
vehicles charged or hired
privately (i.e. not a public
vehicle)
• Not taking reasonable care
• The benefit amount for death
is reduced to £10,000 for
children under the age of 16
2.1
4
Cover, subject to Policy
Terms and Conditions,
per claim, UP TO:
Key Exclusions & Limitations: Policy
Terms and
Conditions
Section
Number
HIJACK OF A PUBLIC
VEHICLE
• £1,500 after the first
24 hours that you are
illegally detained and a
further £3,000 after the
first 72 hours
KEY EXCLUSIONS &
LIMITATIONS
• Where the ticket for travel
on the public vehicle which
is hijacked has not been
purchased on the Card account
2.2
OTHER TRAVEL SERVICES
GLOBAL ASSISTANCE ON OR RELATING TO A TRIP
• 24 hour assistance helpline
• Emergency cash advance up to £250
• Dispatch of prescriptions, prescription spectacles and contact lenses
YOUR RIGHT TO CANCEL
You may cancel this insurance by cancelling your Card at any time. If you do this
within 14 days of activating your Card account, any money you have paid for the
Card will be returned to you. Please refer to your Cardmember agreement for
more details.
HOW TO CLAIM
In order to report a claim, please call:
+44 (0) 345 841 0059.
Please be ready to provide your Card number, which should be used as your
reference number. Please ensure copies are kept of all documentation relating to a
claim. For further details please see the ‘How to Claim’ section within the full Policy
Terms and Conditions provided to you. Please be aware that there may be other
taxes or costs that are not paid through us or imposed by us.
CUSTOMER SERVICE & COMPLAINTS
American Express and the Insurer are dedicated to providing a high quality service
and aim to maintain this at all times. However, should you have a complaint, please
contact American Express so your complaint can be dealt with as soon as possible.
Contact details are:
Department 333
1 John Street
Brighton BN88 1NH
United Kingdom
Telephone: 0870 600 0342
1
Email: [email protected]
1
Calls cost a maximum of 1p per minute, plus your phone company’s access charge.
American Express UK & ICC Executive Customer Relations
5
American Express and Chubb European Group Limited are members of the Financial
Ombudsman Service (FOS) who may be approached for assistance if you are not
satisfied with the response you receive. Contact details are given below. A leaflet
explaining its procedure is available on request.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Website: financial-ombudsman.org.uk
The Ombudsman will only consider your case if you have first given American
Express and the Insurer the opportunity to resolve it.
COMPENSATION SCHEME
In the unlikely event that American Express Services Europe Limited
or Chubb European Group Limited are unable to meet their obligations, you
may be entitled to compensation under the Financial Services Compensation
Scheme (FSCS). Further information about compensation scheme arrangements
is available from the FSCS. Their contact details are Financial Services
Compensation Scheme (FSCS), 10th Floor Beaufort House, 15 St Botolph Street,
London EC3A 7QU United Kingdom
Telephone 0800 678 1100 or 020 7741 4100. Website: www.fscs.org.uk.
Telephone: 0800 023 4 567
Fax: 020 7964 1001
or +44 20 7964 1000 (from abroad)
6
(ii) Terms of Business
The information in this section explains the basis of the insurance services
provided to you by American Express.
The insurance policies are arranged and held by American Express Services
Europe Limited, registered in England and Wales with Company Number 1833139,
registered office Belgrave House, 76 Buckingham Palace Road, London SW1W
9AX (“American Express”) for the benefit of Cardmembers.
1 The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates financial services.
2 Whose products do American Express offer?
American Express only offer Purchase Protection, Refund Protection and
Travel Accident insurance underwritten by Chubb European Group Limited.
3 Which service will American Express provide you with?
You will not receive advice or a recommendation from American Express
for any insurance associated with your Card. The insurance benefits are
automatically included with your Card.
4 What will you have to pay American Express for their services?
There is no additional charge, fee or premium payable for the insurance
benefits provided with your Card.
American Express does not act as an agent or fiduciary for you, and may act
on behalf of the insurance provider (as its agent or otherwise), as permitted
by law. American Express may receive commissions from providers,
and commissions may vary by provider and product. In some cases, an
American Express group company may be the insurer or reinsurer and may
earn insurance or reinsurance income. The arrangements with certain
providers, including the potential to reinsure products, may also influence
the insurance which is provided to Cardmembers.
5 Who regulates American Express?
6 Ownership
American Express Services Europe Limited is ultimately owned by the
American Express Company.
7 What to do if you have a complaint
If you wish to register a complaint, please contact:
American Express UK & ICC Executive Customer Relations
Department 333
1 John Street
Brighton BN88 1NH
United Kingdom
Telephone: +44 (0) 870 600 0342
1
Email: [email protected]
1
Calls cost a maximum of 1p per minute, plus your phone company’s access charge
1A
In writing:
American Express Services Europe Limited has its registered office at Belgrave
House, 76 Buckingham Palace Road, London, SW1W 9AX, United Kingdom.
It is registered in England and Wales with Company Number 1833139 and
authorised and regulated by the Financial Conduct Authority (reference number
661836). Details can be found by visiting the FCA website www.fca.org.uk/register
7
Further details on the complaints process are contained in the Policy Terms
and Conditions. If you cannot settle your complaint, you may be entitled to
refer it to the Financial Ombudsman Service.
8 Are American Express covered by the Financial Services
Compensation Scheme (FSCS)?
American Express is covered by the FSCS. You may be entitled to
compensation from the scheme if it cannot meet its obligations. This
depends on the type of business and the circumstances of the claim.
Insurance advising and arranging is covered for 90% of the claim, with no
upper limit. Further information about compensation scheme arrangements
is available from the FSCS.
DEMANDS AND NEEDS
This insurance meets the demands and needs of Cardmembers who require
travel accident, purchase protection and refund protection insurance cover
alongside their Card account. American Express has not provided opinions or
recommendations on the suitability of the insurance for you.
1A
8
POLICY TERMS AND CONDITIONS
These Policy Terms and Conditions give full details of the insurance cover provided
with the British Airways American Express Credit Card under the group policy of
®
insurance held by American Express Services Europe Limited with Chubb European
Group Limited.
ELIGIBILITY
The benefits described in these Policy Terms and Conditions are dependent upon
a Card being issued, the Card account being valid and the account balance having
been paid in accordance with the Cardmember agreement at the time of any
incident giving rise to a claim.
All benefits are dependent on the use of the Card.
The benefits outlined in these Policy Terms and Conditions may be varied,
withdrawn or cancelled in certain circumstances in accordance with these Policy
Terms and Conditions. You will be given at least 30 days’ written notice of such a
change.
DEFINITIONS
Whenever the following words or phrases appear in bold, they will have the
meaning as described below:
“£” shall mean United Kingdom pounds sterling.
“Account” or “Card Account” means your British Airways American Express
Credit Card account with American Express on which your British Airways
American Express Credit Card is issued.
“American Express” means American Express Services Europe Limited.
“Card” means any card or other Account access device issued to a
Cardmember (or a Supplementary Cardmember) for the purpose of accessing
the Account.
“Cardmember” means any individual who holds a valid Account.
“Children” means any of Your children (including step-children, fostered or
adopted children) under the age of 23, who are legally dependent on You and who
are not in full time employment.
“Covered Trip” means a) a trip by Public Vehicle where the entire fare has been
charged to Your Account, prior to the accident taking place and b) a trip taken
by You between the first point of departure and the final destination as shown on
Your ticket.
“Family” means Your partner or spouse, living at the same address as You, and
Your Children.
“Hijack” means that the control of the Public Vehicle in which You are travelling
has involuntarily passed from the regular crew to a person or persons who have
used, or threatened to use, violent means to obtain such control.
“Our/Us/We/Insurer” means:
“Policy” means the insurance cover provided under the Policy Terms and
Conditions.
“Policyholder” means American Express Services Europe Limited.
“Policy Terms and Conditions” means these terms and conditions.
“Policy Summary” means the document summarising the Policy.
“Public Vehicle” means any air or land vehicle, river or sea-going vessel
operated under licence for the transport of fare paying passengers. Public
Vehicles do not include vehicles chartered privately.
Chubb European Group Limited ("Chubb") registered number 1112892 registered in
England & Wales with registered office at 100 Leadenhall Street, London EC3A 3BP.
Authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority.
Full details can be found online at
https://register.fca.org.uk/
9
“Supplementary Cardmember” means a person who has been nominated by
the Cardmember to be issued with an additional Card on the Account and is
also covered by the insurance benefits included with the Card.
“You/Your/Insured” means (i) Cardmembers and their Families, (ii)
Supplementary Cardmembers and their Families.
INSURANCE BENEFITS
Insurance benefits are secondary: We will only pay amounts under this Policy
if they are not covered by other insurance, state benefits or other agreements.
You must inform Us of these and assist any relevant third parties in seeking
reimbursement where appropriate.
1. PURCHASE PROTECTION AND REFUND PROTECTION
This Section details the Purchase Protection and Refund Protection benefits
provided with the Card.
Purchase Protection and Refund Protection insurance cover is provided when
eligible items are purchased on the Card Account by the Cardmember or
Supplementary Cardmembers.
1.1 PURCHASE PROTECTION
YOUR BENEFITS
This benefit applies to items purchased on the Card Account for personal use
that have had no previous owner and were not purchased privately.
If an item You buy is stolen or damaged within 90 days of purchase, You will be
paid:
a) the costs of repair or replacement of an item up to a maximum of
the purchase price or £2,500 whichever is the lower. The purchase
price will be the cost of a pair or set of items if they are used
together and cannot be replaced individually;
b) up to a maximum of £2,500 for any one incident;
c) up to a maximum of £20,000 in any 12 month period.
EXCLUSIONS
You will not be covered in respect of the following:
1) The first £50 of any claim.
2) Normal wear and tear.
3) Damage caused intentionally by You.
4) Damage to items caused by product defects.
5) Theft of or damage to items where You have failed to take sufficient care of
them or have left them unsecured or outside Your reach.
6) Theft not reported to the police within 48 hours of discovery and a written
report obtained.
7) Not taking reasonable care of items or leaving them unattended in a public
place.
8) Theft of or damage to vehicles, their parts, or items in a vehicle.
9) Theft of or damage to money, or other cash equivalents, travellers cheques
or tickets.
10) Theft of or damage to animals, plants and perishable goods.
11) Theft of electronic items and equipment.
12) Any fraudulent, dishonest or criminal act committed by You or anyone with
whom You are in collusion.
13) Confiscation or destruction of purchases by any government, customs or
public authority.
14) Any portion of the purchase price not charged to Your Card Account.
10
1.2 REFUND PROTECTION
YOUR BENEFITS
This benefit applies to items purchased on the Card Account for personal use
that have had no previous owner and were not purchased privately. Only items
purchased from a retailer operating in the UK with premises at a UK address are
covered.
If a retailer will not take back an unused item You purchased on the Card
Account within 90 days of purchase, You will be paid the purchase price of the
item or £200, whichever is the lower. You will only be paid up to a maximum of
£750 under this Refund Protection Section 1.2 in any 12 month period.
EXCLUSIONS
You will not be covered for:
1) Any item with a purchase price less than £25.
2) Items that are not in a new and saleable condition, free from all defects, and
in full working order.
3) Jewellery, precious stones, rare and precious coins or stamps; one of a
kind items including antiques, art work and furs; cash or its equivalents
(including travellers cheques), tickets; services; books; animals and plants;
consumable and perishable goods; healthcare items; rebuilt and refurbished
items; closing down sale items; vehicles and their parts; land and buildings;
items permanently affixed to home, office or vehicles.
2. TRAVEL ACCIDENT
This Section details the Travel Accident (including Hijack) benefits provided with
the Card.
The benefits described under this Section are provided for the Cardmember and
Supplementary Cardmembers, and their respective Families on any Covered
Trip.
IMPORTANT INFORMATION:
For the benefits under this Section to apply, the ticket for the Covered Trip must
have been purchased in full using:
a) the Card; or
b) Avios.
2.1 TRAVEL ACCIDENT
YOUR BENEFITS
This benefit only applies to accidents caused by a sudden identifiable violent
external event that happens by chance:
1) while travelling on, boarding or alighting from or being struck by a Public
Vehicle; or
2) while going directly to, or on the premises of, an airport, seaport or railway
station for the purpose of boarding an aircraft, ship or train for a Covered
Trip; or
3) immediately after alighting from an aircraft, ship or train used for a
Covered Trip while on the premises of, an airport, seaport or railway
station, where You have paid for the ticket for the Covered Trip with
Your Card or with Avios.
You will be covered for the following:
1) £75,000 if You have an accident during a Covered Trip which within 365
days causes:
a) death;
b) the complete and permanent loss of use of any limb;
c) the entire and irrecoverable loss of Your sight, speech or hearing.
11
2) The maximum amount that will be paid to You, or Your estate in the event
of Your death, will be £75,000. The benefit amount will be reduced to
£37,500 if You have an accident which within 365 days causes the loss of
one hand, or one foot, or the entire sight of one eye.
3) The benefit amount for death during a Covered Trip is reduced to £10,000
for Children under the age of 16.
4) In the event of You holding more than one card issued by American
Express, We will not pay more than the highest benefit amount stated in
any one of those card’s policy terms and conditions for any one event.
EXCLUSIONS
You will not be covered in respect of the following:
1) Any claim related directly or indirectly to any physical defect, or infirmity,
which existed before the start of Your journey.
2) Your suffering from sickness or disease not directly resulting from an
accident.
3) Accidents on or involving vehicles chartered or hired privately.
4) Not taking reasonable care.
5) Your self inflicted injuries except where trying to save human life.
6) Your injuries caused by Your negligence or failure to follow the laws and
regulations of the country where You are travelling.
7) Your suicide or attempted suicide.
8) Your injuries or accidents which occur while under the influence of alcohol
(above the legal driving limit) or drugs unless prescribed by a registered
medical practitioner.
9) Trips in, or booked to countries where a government agency has advised
against travelling or which are officially under embargo by the United
Nations.
10) Any fraudulent, dishonest or criminal act committed by You, or anyone with
whom You are in collusion.
11) Declared or undeclared war or hostilities.
12) Actual or alleged exposure to biological, chemical, nuclear or radioactive
material or substance.
2.2 HIJACK
YOUR BENEFITS
In the event of a Hijack, where You have paid for Your ticket with Your Card or
with Avios, You will be paid the following:
1) £1,500 after the first 24 hours You are illegally detained; and
2) A further £3,000 after the first 72 hours.
EXCLUSIONS
You will not be covered in respect of the following:
1) Accidents on or involving vehicles chartered or hired privately.
2) Trips in, or booked to countries where a government agency has advised
against travelling or which are officially under embargo by the United
Nations.
3) Any fraudulent, dishonest or criminal act committed by You, or anyone with
whom You are in collusion.
4) Declared or undeclared war or hostilities.
GLOBAL ASSISTANCE
This section details the Global Assist benefit provided with the Card.
The Global Assist helpline provides immediate assistance in an emergency
when travelling outside the UK. This emergency service is available exclusively
12
to Cardmembers and Supplementary Cardmembers and their respective
Families travelling with them. It operates 24 hours a day, every day of the year on
+44 (0) 20 3126 4113.
If You have a medical problem, a fully qualified English speaking doctor is on hand
to provide advice. When You need to see a doctor, dentist or optician, or You need
to visit a local hospital, Global Assist can provide names, addresses and telephone
numbers from a network of carefully selected specialists, and can arrange
hospitalisation, a doctor to visit You where required and an advance of medical
expenses up to £250.
Global Assist will arrange for urgent items that are lost or left behind, and
unavailable locally, to be dispatched to You, such as prescriptions and contact
lenses. Up to two messages can be relayed to relatives or business associates to
let them know what is happening.
In case of legal difficulties, Global Assist will put You in touch with the relevant
embassy or consulate, provide the name of a local lawyer, and an advance of legal
fees up to £250. You can be advanced up to £250 if Your money is lost or stolen
and no other means of obtaining cash is available.
For all the above services, Global Assist makes the necessary arrangements free
of charge. Any cash advances, medical or shipping or other costs will be charged
to Your Card.
The Global Assist benefit is serviced by Inter Partner Assistance. Inter Partner
Assistance is a branch of Inter Partner Assistance SA, of Avenue Louise, 166 bte1,
1050 Brussels, a Belgian company authorised by the National Bank of Belgium.
Inter Partner Assistance is subject to limited regulation by the Financial Conduct
Authority (FCA) in the United Kingdom. Details about the extent of its regulation
by the Financial Conduct Authority are available from us on request. Some
services under this Agreement are provided by AXA Travel Insurance. Inter Partner
Assistance is part of the AXA Assistance Group.
HOW TO CLAIM
CLAIMS AND ASSISTANCE
In order to report a claim, please call:
+44 (0) 345 841 0059
Please be ready to provide Your Card number, which should be used as Your
reference number.
CLAIMS CONDITIONS AND REQUIREMENTS
1) All claims and potential claims must be reported within 30 days of the
incident or event giving rise to the claim.
2) We will only pay amounts if they are not covered by other insurance, state
benefits or other agreements. You must inform Us of these and assist
them in seeking reimbursement where appropriate.
3) Interest will only be paid on claims if payment has been unreasonably
delayed following Our receipt of all the required information.
4) Please ensure You keep copies of all documentation sent to substantiate a
claim.
5) You must provide all the following items, information and documentation
and anything else reasonably requested by Us in order to make a claim.
These must be provided at Your own expense.
Benefit Information required
General
• Your Card number
• All documents must be original
• Completed claim form when needed
13
PURCHASE PROTECTION AND REFUND PROTECTION
Purchase Protection
• Proof that You purchased the item on Your
Card
• Receipt from the retailer
• Report from police detailing theft
• Damaged items
Refund Protection
• Proof that You purchased the item on Your
Card
• Receipt from the retailer
• Details of retailer who refused to accept
returned items
• Purchased items in original packaging
TRAVEL ACCIDENT
Travel Accident · Proof that You purchased the ticket on Your
Card or with Avios.
· Evidence from the appropriate organisation
detailing the relevant incident
· Approved medical reports
POLICY CONDITIONS
DURATION OF COVER
You are entitled to the insurance benefits under the Policy from the moment the
Card is activated and for as long as the eligibility criteria stated at the beginning
of these Policy Terms and Conditions continue to be met or until We withdraw or
cancel the insurance benefits by notice to You.
VARIATION OF COVER
We reserve the right to add to these Policy Terms and Conditions and /or make
changes or withdraw certain insurance benefits:
1) For legal or regulatory reasons; and/or
2) To reflect new industry guidance and codes of practice; and/or
3) To reflect legitimate cost increases or reductions associated with providing
this insurance; and/or
4) For any other legitimate commercial reason, for example in the event of a
change of Insurer.
If this happens We, or American Express with Our authority, will write to You
with details of the changes at least 30 days before We make them. You may
cancel Your Card if You do not agree to any proposed changes.
CANCELLATION OF COVER
If We want to cancel a group policy under which insurance benefits are provided to
You, We, or American Express with Our authority, will write to You at the latest
address held on file for You. The Policy will then be cancelled no fewer than 30
days after the date of the letter.
LAW & LANGUAGE
This Policy shall be governed and construed in accordance with the laws
of England and Wales and the courts of England and Wales alone shall have
jurisdiction in any dispute. All communication of and in connection with the Policy
Terms and Conditions shall be in the English language.
TAXES AND COSTS
Other taxes or costs may exist or apply, which are not imposed by Us.
14
ASSIGNMENT
You cannot transfer the insurance cover provided with Your Card to any other
person.
COMPLIANCE WITH POLICY REQUIREMENTS
Where You or Your personal representatives do not comply with any obligation
to act in a certain way specified in this Policy, We reserve the right not to pay a
claim.
CONTRACTS (RIGHTS OF THIRD PARTIES) ACT
The Contracts (Rights of Third Parties) Act 1999 or any amendment thereto shall
not apply to this Policy. Only the Insurer and You can enforce the terms of this
Policy. No other party may benefit from this contract as of right. The Policy may
be varied or cancelled without the consent of any third party.
REASONABLE PRECAUTIONS
You shall take all reasonable steps to avoid or minimise any loss or damage.
CUSTOMER SERVICE & COMPLAINTS
We and American Express are dedicated to providing a high quality service and
want to maintain this at all times. If for some reason You are unhappy please let
American Express know by calling +44 (0) 870 600 0342
1
or, if You would
prefer to put Your concerns in writing, please write to:
Department 333,
1 John Street
Brighton BN88 1NH
United Kingdom
Email: [email protected]
American Express and Chubb European Group Limited are members of the
Financial Ombudsman Service (FOS) who may be approached for assistance if You
are not satisfied with the response You receive. A leaflet explaining its procedure
is available on request. Contact details are:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Website: financial-ombudsman.org.uk
The existence of these complaints procedures does not affect Your statutory
rights relating to this Policy. For more information on statutory rights contact the
Competition and Markets Authority or Citizens Advice Bureau.
1
Calls cost a maximum of 1p per minute, plus your phone company’s access charge
Telephone: 0800 023 4 567
Fax: 020 7964 1001
or +44 20 7964 1000 (from abroad)
American Express UK & ICC Executive Customer Relations
15
FINANCIAL SERVICES COMPENSATION SCHEME
American Express Services Europe Limited and Chubb European Group Limited
are covered by the FSCS. You may be entitled to compensation from the scheme
if either party cannot meet its obligations. This depends on the type of business
and the circumstances of the claim. Insurance advising and arranging is
covered for 90% of the claim, without any upper limit. Further information about
compensation scheme arrangements is available from the FSCS:
Financial Services Compensation Scheme (FSCS)
10th Floor Beaufort House
15 St Botolph Street,
London EC3A 7QU
United Kingdom
Telephone 0800 678 1100 or 020 7741 4100.
Website: www.fscs.org.uk
DATA PROTECTION
Details of you, your insurance cover under this policy and your claims will be
held by us, Inter Partner Assistance SA (Irish Branch) and Chubb, each acting as
Data Controller of your personal data, for insurance benefits provided by them
respectively under this policy.
Data you provide under the travel inconvenience and collision damage waiver
sections of the policy will be held by AXA Travel Insurance as Data Processor on
behalf of Chubb.
Data will be held for underwriting, policy administration, claims handling, providing
travel assistance, complaints handling, sanctions checking and fraud prevention,
subject to the provisions of applicable data protection law and in accordance with
the assurances contained in our website privacy notices (see below).
We collect and process these details as necessary for performance of our contract
of insurance with you or complying with our legal obligations, or otherwise in our
legitimate interests in managing our business and providing our products and
services.
These activities may include:
a) use of special categories of data about the health or vulnerability of you or others
involved in your claims, which has been provided with your prior consent, in
order to provide the services described in this policy.
b) disclosure of information about you and your insurance cover to companies
within the AXA group of companies or Chubb group of companies, to our service
providers and agents in order to administer and service your insurance cover, to
provide you with travel assistance, for fraud prevention, to collect payments, and
otherwise as required or permitted by applicable law;
c) monitoring and/or recording of your telephone calls in relation to cover for the
purposes of record-keeping, training and quality control;
d) technical studies to analyze claims and premiums, adapt pricing, consolidate
financial reporting (incl. regulatory); detailed analyses on individual claims
and calls to better monitor providers and operations; analyses of customer
satisfaction and construction of customer segments to better adapt products to
market needs;
e) obtaining and storing any relevant and appropriate supporting evidence for your
claim, for the purpose of providing services under this policy and validating your
claim; and
f) sending you feedback requests or surveys relating to our services, and other
customer care communications.
16
MATERIAL DISCLOSURE
It is Your responsibility to provide full and accurate information to Us and
American Express when You take out Your Card and throughout the life of
the Policy. It is important that You ensure all statements You make on your
application form, over the telephone, on claim forms and other documents are
full and accurate. Failing to provide information when requested could affect the
validity of this Policy and may mean that all or part of a claim may not be paid.
Before collecting and/or using any special categories of data we will establish a
lawful basis which will allow us to use that information. This basis will typically be:
• your explicit consent
• the establishment, exercise or defence by us or third parties of legal claims
• the provision of this policy and/or services under the policy by agreement
between us to enable you to make insurance claims
• an insurance specific exemption provided under local laws of EU Member States
and other countries implementing the GDPR, such as in relation to the processing
of health data of an insured person’s family members or the special categories of
personal data of individuals on a group policy.
We carry out these activities within the UK, in and outside the European Economic
Area, in relation to which processing the data protection laws and or agreements we
have entered into with the receiving parties provide a similar level of protection of
personal data.
In providing you with this policy and the benefits available under it, we will use the
personal data you provide us, including any medical and other special categories of
data for your insurance cover, the provision of benefits and the payment of claims.
If you provide us with details about other individuals who may benefit under this
policy, you agree to inform them of our use of their personal data as described in
this document and in our website privacy notice (see below).
You are entitled on request to a copy of the information we hold about you, and
you have other rights in relation to how we use your data (as set out in our website
privacy notice – see below). Please let us know if you think any information we hold
about you is inaccurate, so that we can correct it.
If you want to know what information is held about you by AXA Travel Insurance
Limited, or Chubb European Group PLC, or have other requests or concerns relating
to our use of your data, please write to us at:
Data Protection Officer
AXA Travel Insurance Limited
106-108 Station Road
Redhill
RH1 1PR
Email: [email protected]
Or
Data Protection Officer
Chubb, 100 Leadenhall Street
London
EC3A 3BP
Email: dataprotectionoffi[email protected]
Our full privacy notice is available at: www.axa-assistance.com/en.privacypolicy or
https://www2.chubb.com/uk-en/footer/privacy-policy.aspx
Alternatively, a hard copy is available on request.
17
CAM8283 07/18
Chubb European Group Limited registered number 1112892 registered in
England & Wales with registered office at 100 Leadenhall Street, London EC3A 3BP.
Authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority. Full details can be
found online at https://register.fca.org.uk/
American Express Services Europe Limited has its registered office at Belgrave
House, 76 Buckingham Palace Road, London, SW1W 9AX, United Kingdom. It is
registered in England and Wales with Company Number 1833139 and authorised
and regulated by the Financial Conduct Authority (reference number 661836).
Details can be found by visiting the FCA website www.fca.org.uk/register.
