Your HSBC Premier Worldwide Travel Insurance - HSBC UK
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Your HSBC Premier
Worldwide Travel
Insurance
Policy Wording.
Policy Number: 011012
Effective from 20 April 2019
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
®® For medical claims you must be registered with a doctor in the UK*
®® Children must be under 18 years of age (under 23 years of age if in full time education
and living at home outside of term time).
®® Grandchildren are eligible if they are under 18 years of age (under 23 years of age if in
full time education)
*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 2.2
Welcome to your
HSBC Premier Travel Insurance
Please take time to read this booklet as it contains important
information. If you have a question and cannot find the answer either
below or in the policy wording, please contact Customer Services.
Do I need to tell you No. As long as you have told us about any relevant pre-existing
that I am travelling? medical conditions you do not need to register with us or tell us
that you are travelling.
Do you need to Yes. If you, or any insured person have a medical condition(s),
know about any you should check to see if the condition(s) is covered
medical conditions? automatically on the “Accepted conditions” list. If the condition
is not listed and if in the 12 months prior to booking a trip you
have been prescribed medication, have received or are awaiting
medical treatment, tests or investigations, been referred to a
specialist or admitted to hospital, then you should call us
before booking trips. Undiagnosed symptoms are not covered.
Please see the ‘Your Health’ section on page 20 for full details
of when and what you must declare.
What is the policy Where a policy excess applies it is £50 per person, per trip.
excess?
What is the Trips should be no longer than 31 days and must start and end in
maximum trip the UK, Channel Islands or Isle of Man. However when booking
length? your trip you may be able to purchase an upgrade to increase
the trip length to a maximum duration of 120 days.
Can my Yes, partners who are not named account holders can travel
partner travel without the account holder at any time provided they are eligible
independently? and the account holder is aged under 70.3
Are holidays in the Yes. Holidays in the UK, Channel Islands or Isle of Man need to
UK covered? involve a stay of at least two consecutive nights in pre-booked
holiday accommodation. Please see our definition of
pre-booked holiday accommodation on page 12.
Are winter sports Yes. Winter sports holidays are covered for up to a maximum of
holidays covered? 31 days in any calendar year. Please see the full details of what
is covered on page 36.
Are business trips We will provide cover if you travel outside the UK to carry out
covered? office-based clerical or administrative duties, you are covered
for up to a maximum of 31 days in any calendar year. We do not
cover any other type of business travel, even if you have some
leisure time during your trip.
Can I claim for No. There is no cover under this policy for problems with your
cancellation of travel documents before you leave. If your passport is lost or
my trip if I have a stolen or damaged while you are abroad there is cover in this
problem with my situation. Please see the Emergency Travel Document section
travel documents, on page 33.
e.g. my passport
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
visa is invalid? and/or the Foreign and Commonwealth Office website
gov.uk/foreign-travel-advice.
How do I make To make a claim please call the relevant number on page 4 and
a claim? refer to the information on page 7.4
Travel Insurance Helplines
Medical Risk Assessment Within the UK 0800 051 7457
Please refer to the ‘Your Health’ section on Lines open: 8am – 9pm every day
page 20 to find out if you need to tell us except Christmas Day, Boxing Day
about medical condition(s). and New Year’s Day.
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
please contact this helpline.
All lines open: 24 hours, 365 days a year.
Customer Services 03457 70 70 70
Use this number for all general policy enquiries. Textphone 03457 125 563
Policy documentation is available in large print, Lines open: 24 hours, 365 days a year.
audio and Braille. If you require any of these
formats please contact HSBC.
Travel Claims Within the UK 0800 051 7459
Use this number to report any travel claims, Outside the UK +44 1603 604 910
which are not as a result of a medical
Lines open: 24 hours, 365 days a year.
emergency.
Legal Expenses Claims and Advice Within the UK 01603 208 533
Use this number to report any legal expenses Outside the UK +44 1603 208 533
claims or if you require advice for any personal
Lines open: 24 hours, 365 days a year.
legal problem that may lead to a claim under
this policy.
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.
Lines open: 24 hours, 365 days a year.
Please do not call this number for policy queries
or claims.
Policy Upgrades 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 monitored5
Travel Assistant While travelling
®® how to replace lost or stolen passports,
Helpline driving licences, air tickets or other travel
documents;
This service can help you sort out all kinds ®® how to trace your baggage with the
of travel problems before you go and while airline operator if it is delayed or lost;
you are away, from providing information ®® why, how, where and when you should
on the countries you are visiting to sorting contact local embassies or consulates;
out non-medical emergencies. ®® how to transfer money out to you if you
need it;
Advice before you travel
®® cancellation of credit cards, if lost or
®® any visa and entry permits you might
stolen, and helping you to report the loss
need;
to your card provider;
®® any necessary vaccination and
®® provide information to close relatives,
inoculation requirements, and where
friends or employers if you have to go
you can get them;
into hospital.
®® what you should take with you
regarding first aid and health; Other emergency services while
®® what currencies and travellers’ cheques travelling
to take with you, and what the current ®® a ‘phone home’, translation and
exchange rates are; interpretation service if you need
®® the languages spoken, time zones, bank it in an emergency.
holidays and climate of countries you
plan to visit; Please note there is no charge for the
®® import and export allowances for provision of the advice, guidance or other
tourists. emergency service shown above. However,
if you wish us to obtain goods or services
on your behalf that are not covered by a
claim under this policy, you will need to pay
any fees that the provider charges and you
will need to adhere to the provider’s
terms and conditions.6
Foreign and Air and maritime
Commonwealth passenger rights
Office (FCO) – For the latest advice and further details
Travel advice by on your rights please visit the following
websites:
country caa.co.uk and search for ‘travel problems’
We are working with the FCO to help
British travellers stay safe overseas. Before dft.gov.uk and search for ‘maritime
you travel abroad, check out the FCO passenger rights’.
website gov.uk/foreign-travel-advice.
You should also refer to the terms
It is packed with essential travel advice and conditions of the carrier you are
and tips, plus up to date information about travelling with.
different countries.
Please note we are not responsible for
the content of other websites.7
Your Claim
If you need to make a claim please telephone the number shown on page 4 immediately.
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.
Type of claim What must I do? What will I need?
Cancelling your ®® Check that the reason you ®® For medical claims, we will
trip or coming need to cancel or come home send a medical certificate for
home early early is covered. completion by the patient’s
See page 23. ®® Contact the Medical doctor to confirm the reason
Emergency Helpline before for your claim.
returning home. ®® Evidence of your booking and
the cancellation.
Missed Departure ®® Do all you can to get to your ®® A repair or assistance report if
See page 26. departure point on time. the vehicle you were travelling
in broke down or was involved
in an accident.
Delayed ®® Check that your delay ®® Written confirmation from
Departure after was over 12 hours before the airline/carrier of the actual
check in submitting a claim. date and time of departure
See page 26. and the reason for the delay.
Medical ®® Contact the Medical ®® All medical reports given to
emergency Emergency Helpline before you by the treating facility.
See page 27. any hospital admission or as
soon as possible thereafter.
Enforced Stay ®® Contact your airline/carrier ®® Written confirmation from
Abroad and they will advise if you the airline/carrier of the actual
See page 27. should travel to the airport/ date and time of your return to
port to check in at your the UK.
specified time. ®® Documentary evidence of
costs incurred if you make
your own way home.
Legal Expenses ®® Contact the Legal Expenses ®® We will tell you when you call
See page 31. Claims and Advice Helpline if we need anything else to
as soon as you are aware of deal with your claim.
the incident.
Emergency Travel ®® Report incident to the police ®® All receipts for any costs
Document as soon as reasonably incurred.
See page 33. possible.8
Type of claim What must I do? What will I need?
Baggage and ®® Take all reasonable steps to ®® A ‘Property Irregularity Report’
Personal Money recover lost/stolen property. from the airline/carrier and
See page 33. ®® Report incident details to the your baggage tag receipts.
police as soon as reasonably ®® Proof of purchase of the lost,
possible. stolen or damaged item.
®® Report the loss/damage to ®® Proof that you owned the
the airline/carrier within the money and its value.
timescales stated within their ®® A written report from the
terms and conditions. police or any other relevant
®® Do not dispose of damaged authority.
items.
Delayed Baggage ®® Report the loss/damage to ®® Written confirmation from the
See page 33. the airline/carrier within the airline/carrier of the number of
timescales stated within their hours delay.
terms and conditions.9 Guide to your HSBC Premier Travel Insurance Policy Page Section 1 – Important Information 10 Important Information about this policy 10 Section 2 – Policy Wording 11 Definitions11 Helpful and important information about your insurance 13 General Exclusions 16 General Conditions 18 Your health 20 “Accepted medical conditions” list 21 On your trip 23 Cancelling or coming home early 23 Travel disruption 26 Emergency medical and associated expenses 27 Accidental death and permanent disability 30 Legal expenses and advice 31 Personal liability 32 Your possessions 33 Catastrophe cover 36 Winter sports 36 Your Activities 38 Complaints Procedure 39 Compensation40 Further information about your policy 40 Privacy Overviews 41
10
Section 1 – Your cancellation rights
You have a statutory 14 day period in
Important Information which to close your HSBC Premier bank
account. This period begins on the date
How long does my HSBC Premier you successfully opened your HSBC
Travel Insurance run for? Premier bank account or when you receive
All cover under this policy will cease your Travel Insurance policy document,
automatically if: whichever is later. To exercise your right
to cancel this travel insurance at any time
1. the account holder: the HSBC Premier bank account must
be closed. If it is not closed the Travel
®® Closes the HSBC Premier bank account. Insurance will remain active until the first of
®® Reaches 70 years of age (on joint the termination events shown above occur.
accounts cover continues for the other
eligible account holders until they reach To exercise your right to cancel, please
age 70). contact HSBC or your HSBC Premier
®® Is no longer a UK, Channel Islands or Isle Relationship Manager.
of Man resident.
How do I make a claim?
®® Is believed to be or reasonably suspected
Should you need to make a claim under
by us to be acting fraudulently
this policy, please contact the appropriate
2. HSBC: helpline shown on page 4.
®® Cancels the HSBC Premier account How do I make a complaint?
under one of the reasons set out in the We hope you will be happy with the service
HSBC Premier bank account terms and that we provide. However, if for any reason
conditions. you are unhappy with it, we would like to
hear from you.
Eligibility
As your circumstances may change If you are unhappy with any aspect of the
over time, it is important that you review handling of your claim please contact
the terms and conditions of your Travel
®® The Travel Claims Helpline number
Insurance regularly to check you remain
shown at the front of this booklet; or
eligible and that the cover remains
adequate for your needs. ®® The HSBC Claims Department,
Aviva Insurance Limited,
Meeting your needs PO Box 432, Chichester PO19 1QA.
This policy has been designed to meet
the needs of people who wish to protect If your complaint is regarding anything else
against costs that could arise in the course please contact:
of their travels. It covers such things as
®® The Customer Services Helpline number
coming home early, emergency medical
shown at the front of this booklet.
treatment, personal liability, legal expenses
and the theft of your money.11
Both HSBC and Aviva are covered by the Financial Services Compensation
Financial Ombudsman Service, you can find Scheme
their full details on page 40. 10th Floor
Beaufort House
If you have complained to us and we have 15 St Botolph Street
been unable to resolve your complaint, London
you may refer it to this independent body. EC3A 7QU.
Following the complaints procedure does
not affect your right to take legal action.
Section 2 –
Explaining HSBC’s Service
Your travel insurance policy is provided and
Policy Wording
underwritten by Aviva Insurance Limited. Definitions
As an insurance intermediary HSBC UK Wherever the following words or phrases
Bank plc deals exclusively with Aviva for appear in bold, they will have the following
the purposes of your policy. HSBC UK meanings:
Bank plc are authorised by the Prudential
Regulatory Authority and regulated by account holder
the Financial Conduct Authority and the Any person named as an account holder
Prudential Regulatory Authority as an on the HSBC Premier Bank Account who
insurance intermediary and has been is under 70 years of age at the start date of
appointed by the insurer Aviva to provide the trip.
insurance products, sell these to you and
service your insurance needs. You will not close business colleague
receive advice or recommendation from Someone you work with in the UK who
HSBC UK Bank plc on this arrangement has to be in work in order for you to be
and no fee has been charged by HSBC UK able to go on or continue a trip. A senior
Bank plc for arranging this contract. HSBC manager or director of the business must
UK Bank plc may receive commission confirm this in the event of a claim.
dependent on the performance of our
insurance business with Aviva. close relative
Your mother, father, sister, brother, partner,
Would I receive compensation if HSBC fiancé(e), daughter, son, grandparent,
were unable to meet their liabilities? grandchild, parent-in-law, daughter-in-law,
HSBC is covered by the Financial Services son-in-law, brother-in-law, sister-in-law, step-
Compensation Scheme (FSCS). You may parent, step-child, step-sister, step-brother,
be entitled to compensation from this aunt, uncle, cousin, nephew, niece, legal
scheme if we cannot meet our obligations, guardian or foster child.
depending on the type of insurance and
the circumstances of your claim. doctor
Further information about the FSCS A registered member of the medical
arrangements is available from them profession who is not related to you or
on 0800 678 1100, or by visiting their anyone you are travelling with.
website fscs.org.uk, or write to:12
excess 1. Cover for cancelling your trip begins
The amount that you will have to pay from the date of opening your HSBC
towards each claim per insured person, Premier account, or the date of booking
per trip. each trip (whichever is later) and ends
when you leave your home to start
home your trip;
Your home address in the UK.
2. Cover under all other sections starts
home territory when you leave your home and ends
1. England, Scotland, Wales, Northern when you return home (or are repatriated
Ireland, Jersey and Isle of Man if your to a hospital in the UK), providing you do
home is located in any of these areas; not exceed the trip limit.
2. Guernsey, Alderney, Sark, Herm, Jethou, personal money
Brecqhou and Lihou if your home is Cash (including foreign currency), travellers’
located on any of these islands. cheques, non-refundable pre-paid event
and entertainment tickets, travel tickets,
office-based business travel passports, visas and driving licences.
Travel outside the UK if the reason for your
trip is to carry out wholly office-based point of international departure
clerical or administrative duties only, which The airport, port or station from which
do not involve you dealing with members you will undertake international travel
of the public. from or to the UK. If your home is in
Northern Ireland, you are also covered for
Office-based business travel is limited to international travel from or to the Republic
31 days in any calendar year. of Ireland.
partner pre-booked holiday accommodation
The person that the account holder lives A commercially run premises where a
with at home in a domestic relationship, fee is charged which has been booked
whether married or co-habiting (as if prior to the start of your trip, including a
husband and wife or civil partnership), pre-booked tent or caravan pitch but not
regardless of gender, who is under 70 years including residential properties belonging
of age at the start date of the trip. to friends or family.
period of insurance travelling companion
Each trip you make, whilst the HSBC A person you travel with, without whom
Premier account is in force, will be treated you cannot make or continue your trip.
as a separate period of insurance;
individually subject to all policy terms, this policy
conditions, declarations and exclusions. The HSBC Premier Worldwide Travel
Cover for each individual trip applies as Insurance.
follows:13
trip(s) winter sports equipment
Journeys beginning and ending in the UK Skis, snowboards, boots, helmets, bindings
that last no more than 31 days that are or poles.
either:
you, your(s), yourself, insured person
1. Holidays outside the UK; or The account holder, his/her partner and
their dependent children, step children,
2. Office-based business travel outside foster children who at the start of the trip
the UK; or are under 18 years of age (under 23 if still
in full time education and living at home
3. Holidays within the UK, that include two outside term time) and grandchildren under
or more consecutive nights stay in pre- 18 years of age (under 23 years of age if
booked holiday accommodation. still in full time education).
UK Helpful and Important Information
England, Scotland, Wales, Northern Ireland, about this policy
Channel Islands and Isle of Man. This policy is included with your HSBC
Premier Bank Account. Please read this
UK resident
booklet carefully, keep it in a safe place and
An insured person who has their
take it with you when you travel. It gives
permanent home in the UK.
you full details of what is covered, what
valuables is not covered and the limits, excesses
Jewellery, costume jewellery, watches, and conditions of cover. It is the account
items made of or containing gold, silver, holder’s responsibility to ensure that
precious metal or precious stones, all insured persons are aware of their
binoculars, hand held games consoles and responsibility and comply with all of the
equipment, mobile phones, photographic policy conditions. If you do not comply,
equipment, video cameras, e-readers, we may refuse your claim or reduce your
laptops and tablets, or any accessories cover in the event of a claim.
which are designed to be used with
In respect of each trip taken during the
these items.
period of insurance, we will provide the
we, us our, insurer cover set out in this policy document
Aviva Insurance Limited. Registered in provided:
Scotland, no. 2116. Registered office:
1. you are an account holder;
Pitheavlis, Perth PH2 0NH. Authorised
by the Prudential Regulation Authority 2. you are a UK resident;
and regulated by the Financial Conduct
Authority and Prudential Regulation 3. in order to make any emergency medical
Authority. claims or claims for cancellation or coming
home early due to medical emergencies,
you are registered with a doctor in the UK;14
4. the trip begins after the date the HSBC Information and changes we need to
Premier bank account was opened; know about
You must take reasonable care to provide
5. you have booked your return journey complete and accurate answers to the
before leaving the UK, or if you have an questions we ask you. For example before
open ticket, you have confirmed your you book a trip or travel, you may need to
return date with the airline. tell the Medical Risk Assessment Helpline
about medical conditions not shown on
Children the “Accepted conditions” list. After your
Dependent children who at the start of the HSBC Premier account is opened, you
trip are under 18 years of age (under 23 must make sure that you tell the Medical
years of age if still in full time education Risk Assessment Helpline if there are any
and living at home outside of term time) changes in health. Please see the ’Your
are only covered when: Health‘ section for full details of what you
need to declare.
1. travelling with the account holder or
his/her partner, or You also need to tell HSBC if you move
address – if this means that you are no
2. travelling with close relatives who are
longer a UK resident then all cover under
over 23 years of age, or
this policy will end.
3. travelling independently on a school/
When we are notified of a change, we will
college trip with teachers/lecturers, or
tell you if it affects this policy, for example
4. travelling abroad on their own to stay whether we are able to accept the change
with close relatives who permanently live and if so, whether the change will result in
abroad, for the duration of the trip. revised terms. If the information provided
by you is not complete and accurate we
Grandchildren may:
Grandchildren who at the start of the trip
are under 18 years of age (under 23 years 1. revise or amend the medical
of age if still in full time education) are only underwriting decision(s) for any declared
covered when travelling with the account pre-existing condition(s), which may result
holder or his/her partner. in the accepted condition being excluded;
or
Automatic cover
This policy automatically applies for each 2. refuse to pay any claim; or
trip, this means you do not have to contact
3. not pay any claim in full.
us every time you book a trip, unless you
need to tell the Medical Risk Assessment If you are in any doubt about Information
Helpline about any change to a previously or Changes we need to know about, please
disclosed medical condition or the contact us.
diagnosis of a new condition. Please also
read ‘Information and changes we need to
know about’ below.15
Amendments to your cover If an insured person is on a trip at the
You may be able to upgrade from the time an automatic termination event
standard cover for an extended trip occurs, all cover will cease when the trip
duration of up to 120 days. To check if this ends.
is possible please call the Upgrade Helpline
number shown on page 3 before you travel Your cancellation rights
for further information and a quotation. This policy will remain in force subject to
the automatic termination of cover section
Automatic extension of cover above.
If you cannot get back home before your
cover ends, this policy will remain in force You have a statutory 14 day period in
as follows: which to cancel this policy. This period
begins on the date you opened your
1. up to 14 days if any vehicle you are HSBC Premier account or when you
travelling in breaks down, or any vehicle, receive your policy document, whichever
vessel, train or aircraft in which you is later. To cancel this policy at any time
are booked to travel as a ticket holding the HSBC Premier account must be closed.
passenger is delayed or cancelled; or If it is not closed, this policy will remain
in force until any of the automatic
2. for as long as medically necessary where termination events shown above occurs, or
you are claiming for emergency medical this policy is cancelled in accordance with
treatment under this policy. the rights shown in the General Conditions
section of the policy wording.
Automatic termination of cover
All cover under this policy will cease To exercise your right to cancel, please
automatically if: contact HSBC or your HSBC Premier
Relationship Manager.
1. the account holder:
Use of language
®® closes the HSBC Premier bank account; Unless otherwise agreed, the contractual
®® reaches 70 years of age (on joint terms and conditions and other information
accounts cover continues for other relating to this policy will be in English.
eligible account holders and other
insured persons until all account Choice of law
holders reach 70 years of age); The law of England and Wales will apply
®® is no longer a UK resident; to this policy unless:
®® is believed to be or reasonably suspected
by us to be acting fraudulently. 1. You and the insurer agree otherwise; or
2. HSBC cancels the HSBC Premier 2. At the date of the contract the account
account under one of the reasons set-out holder is a resident of Scotland, Northern
in the HSBC Premier account terms and Ireland, Channel Islands or the Isle of Man
conditions. in which case (in the absence of agreement
to the contrary) the law of that country
will apply.16
General Exclusions and Conditions (b) Your misuse of alcohol or drugs or
(These apply to the whole of your consumption of alcohol or drugs
your policy) (other than drugs taken under medical
This policy does not cover the following: supervision and not for treating alcohol or
drug addiction) to an extent which causes
1. Any consequence whatsoever which is immediate or long-term physical or mental
the direct or indirect result of any of the impairment, including impairment to your
following, or anything connected with judgement causing you to take action you
any of the following, whether or not such would not normally have taken; or
consequence has been contributed to by
any other cause or event: (c) Any exacerbation of an accepted
medical condition caused by your misuse
(a) War, invasion, act of foreign enemy, of alcohol or drugs.
hostilities or a warlike operation or
operations (whether war be declared 4. Any claim where during the trip, you
or not), civil war, rebellion, revolution, deliberately put yourself at risk of death,
insurrection, civil commotion assuming the injury, illness or disability (unless your life
proportions of or amounting to an uprising, is in danger or you were trying to save
military or usurped power. human life).
(b) Any action taken in controlling, 5. Any loss that is not specifically described
preventing, suppressing or in any way in the stated terms and conditions,
relating to (a) above. e.g. we will not pay for loss of earning if
you are unable to return to work due to
2. Claims directly or indirectly caused by: illness or injury during your trip, or any
payment which you would normally have
(a) Ionising radiation or contamination by made during your travels.
radioactivity from any nuclear fuel or from
any nuclear waste from burning nuclear 6. Any incident which happens after the
fuel; or trip duration limit has been reached.
(b) The radioactive, toxic, explosive or other 7. Any claim for an incident which happens
hazardous properties of any explosive during a trip that results from:
nuclear assembly or part of an assembly; or
(a) you riding or being carried as a
(c) Pressure waves caused by aircraft and passenger on a scooter, moped or
other aerial devices travelling at sonic or motorcycle:
supersonic speeds.
(i) 125cc or under, unless you wear a
3. Any claim for your death, injury, illness crash helmet and, as a rider, you are fully
or disability resulting from: licensed to use such a vehicle in the UK;
(a) Your suicide or attempted suicide; or17
(ii) over 125cc, unless this is your mode 8. Any claim resulting from a tropical
of transport from the UK and you wear a disease where you have not had the
crash helmet and appropriate protective recommended inoculations and/or taken
clothing. As a rider you must be fully the recommended medication.
licensed and insured to use this vehicle in
the UK. There is no cover for trips taken 9. Any claim for:
outside of Europe.
(a) management fees, maintenance
(b) you driving any motorised vehicle, costs or exchange fees, unused travel or
unless you are fully licensed to drive such a accommodation arranged by using air
vehicle in the UK; miles, loyalty or points based schemes,
timeshares or similar promotions;
(c) you driving or being a passenger in
any motorised vehicle unless you have (b) costs where these are recoverable from
complied with all laws applying to use of your travel or accommodation provider;
that vehicle in the country you are visiting,
for example you must wear a seatbelt (c) costs you have paid on behalf of
where this is required by law; persons not insured under this policy;
(d) your involvement in paid or unpaid (d) administration costs charged by your
manual work or physical labour of any kind, travel and/or accommodation provider in
other than charity or conservation work respect of obtaining a refund for unused
(see further limitations in the Your Activities travel and accommodation.
section).
10. Any claim because you do not feel like
(e) business travel if your job is not wholly travelling, or you are not enjoying your
an office based role and your trip involves trip.
dealing with members of the public or any
11. Any claim caused by an event for which
tasks other than clerical or administrative
the dates had been publicly announced
duties;
and/or reported by the media at the time
(f) you taking part in an activity which is of opening your HSBC Premier account or
shown as excluded in the Your Activities booking your trip (whichever is later), eg
section; strike, airport closure or flight cancellation.
(g) you taking part in exploration or 12. You must report any loss or theft to
scientific expeditions or being a crew the police as soon as reasonably possible
member on a vessel travelling from one following discovery, and get a written report
country to another; (where it is not possible to obtain a police
report you must provide other independent
(h) you climbing on to, on top of, or proof of the loss or theft, such as a letter
jumping from any balcony railing, ledge from your transport company, hotel, or
or wall, or climbing or moving across any resort management).
external part of a building or vehicle not
specifically designed for that purpose.18
General Conditions email address setting out the reason for
1. The account holder must have an cancellation.
HSBC Premier Bank Account.
Valid reasons include, but are not limited to,
2. You must be registered with a doctor in the following:
the UK to be covered for any emergency
medical claims or claims for cancellation (a) where we reasonably suspect fraud;
or coming home early due to medical
emergencies. (b) where you fail to co-operate with
us or provide us with information or
3. You must have taken reasonable care documentation we reasonably require and
to provide complete and accurate answers this affects our ability to assess a claim
to the questions asked when you opened or defend our interests. See the General
your HSBC Premier Bank Account and Conditions 8, 9, and 11 below;
before you book a trip or travel make sure
that you have told us about any medical (c) where you have not taken reasonable
conditions as detailed in the Your Health care to provide complete and accurate
section on page 20. answers to the questions we ask as
required in the ‘information and changes
Please note that if you fail to tell the we need to know about’ section in this
insurer about medical conditions this could policy booklet and General Condition 3;
invalidate this policy and could mean that
part or all of a claim may not be paid. It is (d) where HSBC decide to offer this policy
therefore very important that you read the through an alternative provider as provided
Your Health section in this booklet. for in General Condition 17.
If the information provided by you is not HSBC may also cancel this policy in
complete and accurate, we may amend accordance with the HSBC Premier Bank
the medical underwriting decision(s) for any Account Terms and Conditions. Please refer
declared pre-existing condition(s) which to this document for further details.
may result in an accepted condition being
5. Claims fraud
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
If you fail to notify us of any changes to share information about you with other
your health before a trip (as required in organisations and public bodies including
the Your Health section of this booklet) the police. You should show these notices
this could result in a previously accepted to anyone who has an interest in this
medical condition being excluded. policy.
4. Our right to cancel If your claim is in any way dishonest or
HSBC may cancel this policy on our exaggerated we will not pay any costs
behalf by sending at least 30 days written or benefits under this policy and we
notice to your last known postal and/or may cancel this policy immediately and
backdate the cancellation to the date of the19
fraudulent claim. We may also report you damage, expense or liability, we are entitled
to the police and/or take legal action to approach that insurer for a contribution
against you. towards the claim, and will only pay our
share. This condition does not apply to
6. You must take all reasonable precautions the Accidental Death and Permanent
to protect yourself and your property Injury benefit or Medical Inconvenience
against any accident, injury, theft, loss or benefit under the Emergency Medical and
damage. You must take the same level of Associated Expenses section.
care as you would if you did not have
this policy. 13. We are entitled to take over and carry
out in your name the defence or settlement
7. If we make a payment before cover is of any legal action. We may also take
confirmed and our claims investigation proceedings at our own expense and for
reveals that no cover exists under the terms our own benefit, but in your name, to
of this policy, you must pay us back any recover any payment we have made under
amount we have paid, which you are not this policy to anyone else.
covered for.
14. If you make a medical claim you may
8. You must tell us as soon as possible be asked to provide consent to enable us to
after becoming aware of any circumstances access your medical records. This will help
which may lead to a claim under this the treating doctors, and us, to provide
policy. You must also tell us if you are you with the most appropriate treatment
aware of any legal proceedings, summons and assess whether cover applies. If you
or prosecution. You must send us every do not agree to provide this we will not
communication relating to a claim as soon deal with your claim.
as reasonably possible.
15. Following the expiry of your statutory
9. You, or any person acting for you, must cooling off period (14 days commencing
not negotiate, admit or reject any claim on the date you take out the account or
without our permission in writing. the date on which you receive the policy
documents (whichever is the later)), you
10. We may refuse to pay any expenses for continue to have the right to cancel this
which you cannot provide receipts or bills. policy at any time by contacting HSBC.
11. You or your legal representative must 16. We can, at any time and after taking a
pay for any certificates, information and fair and reasonable view, but no more than
evidence, which we may need. When there once in any 6 month period make changes
is a claim for injury or illness, we may ask to this policy’s terms and conditions, to
for, and will pay for, any insured person to reflect changes in our expectations of the
be medically examined on our behalf. future likely cost of providing cover. Policy
cover may increase or decrease, but the
12. If, at the time of an incident which
changes will not be made for the sake of
results in a claim under this policy, there is
recouping past losses.
any other insurance covering the same loss,20
When doing so we will only consider one
or more of the following:
Your health – cover
(a) our experience and expectations of the
and exclusions for
cost of providing this product and/or other medical conditions
Aviva products of a similar nature.
Please read this section carefully
(b) information reasonably available to This policy is not a general health or
us on the actual and expected claims private medical insurance policy and will
experience of insurers of similar products. only cover sudden and unexpected illness
or accidents.
(c) widely available economic information
such as inflation rates and exchange rates. Medical Condition means:
Additionally, we can, at any time and Any illness, disease or injury that you have
after taking a fair and reasonable view, had in the 12 months prior to booking a
make changes to this policy’s terms trip(s) where you have;
and conditions:
®® been prescribed medication and/or
(a) to reflect changes (affecting us or ®® received or are awaiting medical
this policy) in the law or regulation or treatment, tests or investigations and/or
the interpretation of law or regulation, or ®® been referred to, or had follow up with
changes in taxation. a specialist and/or
®® been admitted to hospital or had surgery.
(b) to reflect decisions or recommendations
of an Ombudsman, regulator or similar
What do you need to tell us?
person, or any code of practice, with which
If an insured person has any medical
we intend to comply.
condition other than those shown as an
‘Accepted condition’ on pages 21 and 22
(c) in order to make this policy clearer and
and you wish us to consider covering the
fairer to you or to rectify any mistakes that
medical condition(s), you need to call
may be discovered in due course.
us on 0800 051 7457.
Changes (together with the reasons for
Please note – medical conditions are
such changes) will be notified to you in
not covered by this policy unless:
writing at least 30 days in advance.
• you only have ‘Accepted conditions’
17. HSBC may cancel this policy on our
shown on pages 21 and 22; or
behalf and may offer cover with another
provider. If this happens HSBC will contact • we have been told about them and
you by sending 30 days’ notice to your last have confirmed in writing that they
known postal and/or email address. have been accepted.21
When do you need to tell us? However, if you have a medical condition
®® Before booking any trip that is not on the list, or the restrictions/
exclusions apply to you, you must tell us
If you wish us to consider covering about all medical conditions you have,
medical conditions you have that are not including any shown on the list below.
shown on the ‘Accepted conditions’ list,
you need to contact us before booking If you are in any doubt please call us on
any trip. 0800 051 7457.
When you call us, we will assess your ®® Allergy/Anaphylaxis (no hospital
medical condition(s) and tell you whether admissions in last two years)
or not we are able to cover the condition(s). ®® Arthritis (no back or neck problems)
®® Asthma (no nebulisers or oxygen at
®® After booking a trip but before
home and no hospital admissions in the
travelling
last 12 months)
If after the trip has been booked you ®® Benign prostatic enlargement
are referred to a consultant/specialist or ®® Broken bone/fracture (not head or spine)
admitted to hospital, you will be covered ®® Cataracts
for cancellation of your trip and we will ®® Chicken pox
pay travel costs you had paid before this ®® Constipation
happened. If you still wish to travel you ®® Common cold/influenza
must call us and we will tell you if we
®® Cystitis
are able to cover the condition. If we are
®® Diabetes (no complications for example
unable to cover the condition but you still
retinal, kidney or nerve damage)
wish to go on the trip, we will not cover
any claim relating to that condition. ®® Diarrhoea and/or vomiting
®® Dislocated joint (not following knee/hip
If you booked your trip before opening replacement)
your account you should call us as soon ®® Eczema/dermatitis
as possible to find out if your medical ®® Essential tremor
condition(s) can be covered for the ®® Fungal nail infection
pre booked trip.
®® Gastric reflux
Accepted conditions ®® Glaucoma
If these are the only medical conditions ®® Gout
you have and none of the restrictions or ®® Haemorrhoids
the Health exclusions listed below apply, ®® Hayfever
you will be automatically covered by this ®® Hernia
policy and we do not need to know ®® High/low blood pressure
about them.
®® High cholesterol
®® Hypothyroidism (underactive thyroid)
®® Impetigo22
®® Irritable bowel syndrome (IBS) (e) Travelling with the intention of seeking
®® Joint replacement medical treatment.
®® Macular degeneration
European Health Insurance Card (EHIC)
®® Migraine (confirmed diagnosis, no
(Residents of England, Scotland, Wales
ongoing investigation)
and Northern Ireland only)
®® Minor infections (treated with no more If you are travelling to countries in the
than one course of antibiotics) European Union, Iceland, Liechtenstein,
®® Osteoporosis (no back or neck fractures) Norway or Switzerland we strongly advise
®® Peptic ulcer that you take an EHIC with you. You can
®® Polymyalgia rheumatica obtain information or apply online at
®® Psoriasis nhs.uk and search for Healthcare abroad.
®® Retinopathy (not a link to diabetes) The EHIC is free and should be completed
®® Sinusitis and validated before you travel.
®® Soft tissue injury/tendon injury/sprain This will allow you to benefit from the
®® Tinnitus reciprocal health arrangements which
®® Tonsillitis exist with these countries. You should
®® Vertigo take reasonable steps to use these
arrangements where possible.
Health exclusions
1. There is no cover for any claim arising Medicare
directly or indirectly from the following: (Residents of England, Wales, Scotland
and Northern Ireland only)
(a) Any medical condition unless it is If you require medical treatment in
shown as an ‘Accepted condition’ or we Australia, you must enrol with a local
have been told about it and we have Medicare office. You do not need to enrol
accepted it in writing. on arrival but you must do this after the
first occasion you receive treatment.
(b) Any symptoms that you were aware of, In-patient and out-patient treatment at
prior to booking a trip, for which you have a public hospital is then free of charge.
sought but not yet received a diagnosis for Details of how to enrol and the free
treatment available can be found at
(c) Any medical condition for which you
humanservices.gov.au by searching
were not taking the medication prescribed
for Medicare forms.
to you.
(d) Travelling against the advice of a doctor
or purposely travelling without medical
advice when it was reasonable for you to
have consulted a doctor.23
On your trip 4. the police need to speak to you because
your home or place of work has been
burgled.
Cancelling or coming home early
If you unavoidably have to cancel your
5. severe/adverse weather prevents you
trip or come home early, we will pay for
from leaving your home, reaching your
the following:
point of international departure or your
pre-booked holiday accommodation in
®® non recoverable costs that each insured
the UK.
person has paid, or legally has to pay for
their own unused personal travel and/or
6. delay or cancellation of your pre-booked
accommodation. This also includes the
transport prevents you from leaving the UK
cost of pre-paid excursions and green
on your outward journey, and the carrier
fees; and/or
or their handling agent is unable to provide
®® additional travel costs (if you cannot suitable alternative travel arrangements
use your return ticket), and/or within 24 hours of the date and time of the
accommodation costs (of a similar scheduled departure as shown on your
standard you had booked for your trip) ticket/itinerary.
necessary to allow you to come home
early. 7. you are a member of the Armed
Forces, Police, Ambulance, Fire, Nursing
The most we will pay for each insured Services or an employee of a Government
person is: Department and authorised leave is
cancelled due to an unexpected posting or
®® £7,500 for personal travel and
a major incident in the UK.
accommodation costs;
®® £750 for excursions; 8. you are prevented from travelling within
®® £250 for green fees. 31 days of your scheduled departure date
or have to come home early because:
If you are unable to recover these costs
from the provider. (a) an avalanche, earthquake, explosion,
fire, landslide, flood or severe/adverse
If one of the following occurs: weather renders your accommodation
uninhabitable or unreachable;
1. you are injured, fall ill, are quarantined
or die. (b) a Foreign and Commonwealth Office
advisory notice is in place advising against
2. a close relative, close business
all travel or all but essential travel to your
colleague, or the person you were going
destination or, the FCO are advising British
to stay with is seriously injured, falls
citizens to leave the area in which you
seriously ill or dies.
are staying.
3. your home is badly damaged by
Or you choose not to travel or continue
explosion, fire, landslide, flood or severe/
your trip because;
adverse weather.24
(c) your accommodation is directly affected (b) You must provide written confirmation
by a food poisoning outbreak, or the area from the carrier or their handling agent of
in which you are staying is affected by the actual date and time of the planned
pandemic or epidemic influenza; departure and reason for the cancellation
or delay, and that they were unable to offer
(d) a major incident such as a terrorist suitable alternative travel arrangements
attack happens within a 50 mile radius of within 24 hours of your scheduled
the area in which you will be/are staying departure.
and you do not wish to travel or you wish
to return home early. (c) Where you have been prevented from
reaching your point of international
9. Your transport operator, accommodation departure or pre-booked holiday
provider or their booking agents become accommodation in the UK due to severe/
insolvent. adverse weather, you must provide
evidence that travel was not possible, such
10. You are denied boarding because there as local police, press or travel reports.
are too many passengers for the seats
available and no suitable alternative flight (d) If your leave is cancelled, or you are
could be provided within 12 hours. made redundant you must provide written
confirmation from your employer.
You can also cancel your trip if one of the
following occurs: (e) If you are called as a witness or for
jury service you must provide written
(a) you are made redundant; confirmation.
(b) you are called for jury service or as a (f) If you are denied boarding you must
witness in a court of law during your trip. provide proof that your carrier was unable
to offer you suitable alternative travel
You will also be covered if your travelling
arrangements.
companion has to cancel the trip or come
home early for one of the reasons listed If you have to come home early
above. (a) If you need to come home early and
intend to make a claim you must phone
Special conditions
the Emergency Medical Assistance Helpline
(a) All claims resulting from illness, injury,
immediately.
quarantine or death must be supported by
medical reports, or a death certificate (or (b) All claims must be supported by
both). Medical reports must be obtained documentary evidence that you have been
at the time of the incident and indicate the unable to obtain a refund from the travel
necessity to cancel the trip or come and/or accommodation provider.
home early.25
(c) You must provide written confirmation (c) Any costs incurred by you which are
from the accommodation provider and/ recoverable from your credit/debit card
or local or national authorities that the provider or which you receive or are
accommodation was uninhabitable and the expected to receive compensation or
reason for this, and that they were unable reimbursement.
to offer suitable alternative accommodation
of a similar standard. If you have to cancel your trip
(a) Any claim due to severe/adverse
(d) If you need to come home early but weather where you have not allowed
have not already purchased a return ticket, sufficient time to reach your point of
we will deduct the cost of an economy international departure taking into
flight from any costs we incur in bringing account the weather forecast for
you home. your journey.
(e) If you cannot use your return ticket and (b) Any claim where the carrier or handling
we pay additional travel costs to allow you agent has offered suitable alternative travel
to come home early, your unused travel arrangements within 24 hours of the date
ticket will then belong to us. and time of the scheduled departure as
shown on the ticket/itinerary.
Excess
We will not pay the first £50 for each (c) Any claim for dismissal, misconduct,
insured persons claim. However, if two resignation or voluntary redundancy.
or more insured persons claim under this
section the maximum excess will be £100. (d) Any claim for redundancy if you or
your travelling companion knew of the
In the event of a claim for loss of deposit redundancy at the time of opening your
only, we will not pay the first £20 of each HSBC Premier Bank Account or booking
insured persons claim. your trip (whichever is later) or where you
cannot provide written evidence that the
What is not covered reason you or your travelling companion
(a) Anything mentioned in the General left the job was due to redundancy.
Exclusions and Health Exclusions in the
Your Health section. If you have to come home early
(a) Any claim for coming home early which
(b) Any claim where you knew at the was not authorised by our Emergency
time of opening your HSBC Premier Bank Medical Assistance provider.
Account or booking your trip (whichever
is later) that you or your travelling (b) Any claim for coming home early due
companion may be unable to travel or to Foreign and Commonwealth Office
may need to come home early, for example advice where this advice was already in
where a close relative is seriously ill or the place prior to your departure from the UK.
event has already happened.
(c) Any claim for coming home early after
you have chosen to move to alternative
accommodation.26
(d) Any claim where you knew, prior to If you are unable to travel home on your
departure, that you may need to come scheduled return date due to:
home early.
(a) airspace, airport or port closure; or
Travel Disruption
Travel delay after check-in (b) your flight being cancelled as a direct
If your pre-booked transport is delayed result of volcanic ash in the atmosphere
after you have checked-in we will pay
£50 for every full 12 hour period you are we will pay you either:
delayed. If your transport on your outward
1. £100 for each full 24 hour period you are
journey from the UK is delayed for more
unable to travel home, or
than 24 hours, you can cancel your trip,
please see page 23. 2. up to £1,500 for travel and
accommodation costs if, after 24 hours,
For each insured person the most we will
you unavoidably have to make alternative
pay is £250.
arrangements to travel home.
Missed departures – this benefit does
If your own prescription medication
not apply to trips taken within the UK.
has run out as a direct result of your
If you miss your pre-booked transport enforced stay abroad, we will also pay
due to; for emergency medical supplies to prevent
a deterioration of an existing medical
(a) delay or cancellation of scheduled public condition.
transport services or a connecting flight; or
For each insured person the most we
(b) accidental damage to, or breakdown of will pay is £1,500.
the vehicle in which you are travelling; or
Special conditions
(c) an unexpected delay caused by severe/ (a) You can only claim for one benefit per
adverse weather or a road traffic incident incident under this section.
ahead of you
(b) Any costs incurred may have to be paid
we will pay for additional travel and by you and submitted as a claim.
accommodation costs you incur to reach
your destination abroad or home on your (c) We will only pay for additional
return journey. transport or accommodation costs if
your carrier or their handling agents
For each insured person, the most we will have not been able to offer you suitable
pay is £1,000. alternative accommodation and/or
travel arrangements. All claims must be
Enforced stay abroad – this benefit does supported by documentary evidence of the
not apply to trips taken within the UK. costs you have incurred.27
Travel delay after check in What is not covered
(a) If your pre-booked transport is delayed (a) Anything mentioned in the General
you must have checked in at the specified Exclusions section.
time.
(b) Any claim where you have not done all
Missed departures you can to get to your departure point, or
(a) If you miss your pre-booked where you have not allowed sufficient time
transport you must contact the carrier to make the travel connections shown on
or their handling agent to see if a late your ticket/itinerary, for example transfers
arrival is possible or if alternative travel between terminals, airports, ports or
arrangements can be made. stations.
(b) You must get a report from the repairer (c) Any claim where the carrier or their
or breakdown assistance provider if you handling agents have offered reasonable
are claiming because the vehicle you were alternative transport.
travelling in had an accident or broke down.
(d) Any claim for costs where you have
(c) Where you have been delayed by an received a refund from the carrier or
accident or breakdown ahead of you, you handling agent.
must provide evidence of the incident, such
as local police, press or traffic reports. Missed departures
(a) Any claim for a missed connection for a
Enforced stay abroad trip which was not pre-booked before you
(a) If you are unable to return home we left the UK.
will work out the length of your delay
from the time and date of your scheduled (b) Any claim for trips solely within the UK.
departure as shown on your ticket/itinerary.
Emergency medical and
(b) You must provide written confirmation associated expenses
from the carrier or their handling agents of If you are injured, fall ill, are quarantined or
the actual date and time of your return to die during your trip, we will cover you up
the UK and the reason for the delay. to the limits shown below, for:
(c) Any claim for travel or accommodation Emergency medical treatment
expenses if you are travelling on an open (a) Emergency medical treatment outside
ended ticket and have not confirmed a your home territory (including rescue
return date with the airline. services to take you to hospital).
Excess (b) Emergency dental treatment required for
We will not pay the first £50 for each immediate pain relief only outside of your
insured person if the trip is cancelled home territory.
following a 24 hour delay.You can also read
