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Conditions apply to all Royal Bank of Scotland insurance products.

Calls may be recorded.

Terms and conditions

You must notify UK Insurance Limited of any fact that is likely to influence their acceptance, assessment and continuance of insurance. Failure to do so may invalidate the insurance, leaving no right to claim.

You must notify UK Insurance Limited of any of the reasons listed above arising between the date the policy is issued and the first day of the trip.

If you have any queries please ring The Royal Bank of Scotland helpline: Telephone 020 8763 3167. An answering machine is in operation outside the office hours of 9.15am - 5.00pm.

Customer Care

Complaints Procedure

We will always try to be fair and reasonable whenever you have need of the protection of this Policy. We will also act quickly to provide that protection.

Should there ever be an occasion when you feel we have failed to do this, then please let us know. We will do everything possible to make sure your complaint is dealt with quickly and fairly. The easiest way to complain is simply to give us a call. Alternatively, should you feel the need to write, please address your letter to:

Customer Liaison Unit
Royal Bank of Scotland Insurance Services
PO Box 106
37 Broad Street
Bristol
BS99 7QN

Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise to acknowledge your complaint within 5 business days of receipt. We will then endeavour to resolve your complaint as quickly as possible. If we are unable to do so within 4 weeks, we will write and let you know the reasons why and the further action we will take.

If we cannot resolve the differences between us, we will issue a final response letter. Upon receipt of this, you may refer your complaint to the Financial Ombudsman Service (FOS), who will then liaise with us on your behalf. The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR (Telephone: 0845 080 1800)

Please note the Financial Ombudsman Service may only deal with the complaint after you have been issued with a final decision letter. If you do refer your complaint to the Financial Ombudsman Service, this will not affect your right to take legal action.

A full copy of our complaints procedure leaflet is available from your local branch upon request.

Choice of Law

Under European Law, You and We may choose which law will apply unless both parties agree otherwise.

Data Protection and Fraud Prevention

To meet the requirements of current data protection law, we have provided you with the information below. It tells you about the systems that we have in place to help us prevent and detect fraud. The savings we make by using these systems help us to keep down the cost of our premiums.

What we do with your information

Please take a few minutes to read this notice as it contains important information relating to the details that you have given us. You should also show this document to anyone else who is covered under your policy.

The data controllers are Royal Bank of Scotland plc and UK Insurance Limited.

Managing your insurance policy

We will use the information that you have given us to manage your insurance policy, including underwriting and claims handling. This may include disclosing it to other insurers, regulatory authorities or to our agents who provide services on our behalf.

Who we will speak to about your policy

At the request of many of our customers and to make managing your insurance more convenient, it is our policy to deal with your spouse or partner who calls us on your behalf, provided they are named on this policy. If you would like someone else to be able to deal with your policy for you on a regular basis please let us know. In some exceptional circumstances we may also deal with other people who call us on your behalf. If at any time you would prefer us to deal only with you, please call us to let us know.

Sensitive information

In order to provide you with insurance we will need to process sensitive information (such as information about health) about you and others named on the insurance policy. Please get consent from the other people named on your policy before sharing their sensitive information with us.

Automatic renewals

If you have taken advantage of our automatic renewal service we will retain your payment details securely on our files so that we can take your premium at next renewal. Each year we will write to you in advance to remind you that this is happening.

Fraud prevention and detection

In order to prevent and detect fraud we may at any time:

• Share information about you across the Royal Bank of Scotland Group and with other insurers;
• Pass your details to Insurance Hunter, a central insurance application and claims checking system, whereby it may be checked against information held by Insurance Hunter and shared with other insurers;
• Check your details with fraud prevention agencies and, if you give us false or inaccurate information and we suspect fraud, we will record this with the fraud prevention agency. We and other organisations may also use and search these records to:
• help make decisions about credit and credit related services for you and members of your household;
  • help make decisions on motor, household, credit, life and other insurance proposals and claims for you and members of your household;
  • trace debtors, recover debt, prevent fraud and to manage your insurance policies;
  • check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
• Undertake credit searches and additional fraud searches.

Information on products and services

We may use your details to send you information about other products and services provided or recommended by companies in the Royal Bank of Scotland Group or to carry out research. We may contact you by letter, e-mail or telephone. If you would prefer not to receive marketing information or participate in research, simply tell us when you call next.

Please be reassured that we won't make your personal details available to any companies outside the Royal Bank of Scotland Group to use for their own marketing purposes. You are entitled on payment of a fee to receive a copy of the information we hold about you. This will be information that you have given us during your policy. We do not hold any information relating to your credit status. If you would like a copy of your information, please contact the Data Protection Officer, St Marks Court, Chart Way, Horsham, West Sussex, RH12 1XL.