Your Insurance Documentation – British Airways American Express® Premium Plus Card – May 2023
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AMERICAN EXPRESS PURCHASE PROTECTION, REFUND PROTECTION,
TRAVEL INCONVENIENCE & TRAVEL ACCIDENT INSURANCE
Insurance Product Information Document
Company (Insurer): Chubb European Group SE is incorporated in France and operates through a branch in
the UK. Authorised and regulated by the French Prudential Supervision and Resolution Authority. Authorised
by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited
regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential
Regulation Authority are available from us on request (FS Register number 820988).
Product: British Airways American Express® Premium Plus Card
This document provides a summary of the main cover and exclusions. It is not personalised to your specic
individual circumstances. Complete pre-contractual and contractual information about this product is
provided in your policy document.
What is this type of insurance?
This insurance helps protect your purchases made with your American Express Card, and provides accidental
death, permanent partial disablement cover and delay insurance when travelling, where travel has been paid
for using your American Express Card.
What is insured?
This policy pays benets as below in accordance
with the policy wording as a result of the following:
Purchase Protection
✓ Up to £2,500 towards repair or replacement if an
eligible item purchased on the Card account is
stolen or damaged within 90 days of purchase.
Max cover is £20,000 in a 12 month period.
Refund Protection
✓ Up to £300 per item if a UK retailer will not take
back an eligible item purchased on the Card
account within 90 days of purchase. Max cover is
£1,000 in a 12 month period.
Travel Inconvenience
✓ Flight delay, overbooking or missed connection:
up to £200 for reimbursement of additional
travel, refreshment or accommodation costs if
alternative arrangements have not been made
available within 4 hours.
✓ Up to an additional £400 (overbookings only)
if alternative arrangements not provided within
6 hours.
✓ Baggage delay – Up to £750 for reimbursement of
costs of essential items following baggage delay
by airline for 6 hours.
✓ Up to an additional £1,000 for purchase of
essential items if baggage not arrived at the
airport within 48 hours of your arrival.
What is not insured?
Purchase Protection
✘ Second hand items; Normal wear and tear;
Damage caused intentionally or caused by
product defects. Theft of or damage to money,
tickets, vehicles, vehicle parts, animals, plants
and perishable goods.
✘ Theft of or damage of items left unattended
and/or not reported to police within 48 hours.
Refund Protection
✘ Items costing less than £25 and items not in a
saleable condition.
✘ Closing down sale items, tickets, antiques,
perishable goods, jewellery, art works, precious
coins/stamps.
Travel Inconvenience
✘ Travel which is not purchased on the Card
account.
✘ Costs which are recoverable from any other
source.
✘ Baggage delay –items not immediately
necessary for your journey.
✘ Where alternative arrangements have been
oered by the airline and refused by you or you
have voluntarily accepted compensation for not
travelling on an overbooked ight.
Your Insurance Documentation – British Airways American Express® Premium Plus Card – May 2023
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Travel Accident
✓ £250,000 for accidental death or accident
resulting in complete loss of or permanent loss
of use of limb, sight, speech or hearing while
travelling on a public vehicle where the ticket was
bought on the Card account.
Hijack – In the event of hijack on a public vehicle:
✓ £1,500 after 24 hours detained, and a further
£3,000 after the rst 72 hours.
Travel Accident/Hijack
✘ Accidents/Hijack on or involving vehicles privately
hired or chartered.
✘ Travel Accident – Self-inicted injuries, suicide or
attempted suicide; and any pre-existing inrmity
at the start your journey.
✘ Injuries sustained whilst under the inuence of
alcohol or non-prescribed drugs.
✘ Travelling against government advice or subject to
UN embargo.
✘ Any claims which would result in breaches of UN
resolutions or trade or economic sanctions or
other laws of the EU, UK or USA.
Are there any restrictions on cover?
! All benets are dependent on the use of the Card.
! Purchase Protection – A £50 excess applies on
each claim.
! Purchase/Refund Protection – items damaged,
stolen or not accepted by the retailer must be
within 90 days of purchase.
! Travel Accident – The benet amount for
accidental death is reduced to £10,000 for
children under the age of 16. Benet amounts
reduced to £125,000 for loss of one hand or one
foot or loss of sight in one eye.
! Travel inconvenience – Benets are shared if
you are travelling with your family, supplementary
Cardmembers or their family.
Where am I covered?
✓ For Purchase Protection and Refund Protection purchases made in the UK with UK retailers.
✓ For Travel Accident (including Hijack) and Travel Inconvenience – Worldwide.
What are my obligations?
Purchase Protection, Refund Protection and Travel Accident Insurance 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 benets are dependent on
the use of the Card.
During the period of insurance
• You must supply, at your own expense, any documentation, information and evidence we
reasonably require.
In the event of a claim
If you need to submit a non-emergency insurance claim, please visit
americanexpress.co.uk/insuranceportal
Alternatively please call the number on the back of your American Express Card.
Purchase Protection/Refund Protection – You must provide proof of purchase including receipt
from retailer. For Refund Protection, purchased items must be in original packaging.
Travel Inconvenience – You must provide the airline ticket and provide conrmation from the airline
of delay, cancellation, missed connection or overbooking, and their conrmation that no alternative
arrangements were oered within 4 hours. Airline conrmation of baggage delay.
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When and how do I pay?
The insurance is provided under a group insurance policy that American Express Services Europe
Limited holds with Chubb for the benet of its Cardmembers. There is no additional charge or
premium for this insurance.
When does the cover start and end?
The cover starts when you take out the Card and continues for as long as you have the Card.
It covers eligible purchases you make with your Card, subject to insurance policy terms and
conditions.
How do I cancel the contract?
You may cancel this insurance by cancelling your Card at any time. If you do this within 14 days
of activating your Card, any money you have paid for the Card will be returned to you. Please refer to
your Cardmember agreement for more details.
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YOUR INSURANCE DOCUMENTATION – BRITISH AIRWAYS AMERICAN EXPRESS® PREMIUM PLUS CARD
Contents:
1. Key Information
2. Terms of Business
3. Policy Terms and Conditions
1. KEY INFORMATION
HOW TO CLAIM
In order to report a non-emergency claim, please visit americanexpress.com/uk/insuranceportal or call:
For Purchase Protection, Refund Protection and Travel Accident +44 (0) 345 841 0059; or
For Travel Inconvenience 0800 917 8020
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 below. Please be aware that there may be other taxes or costs that
are not paid through us or imposed by us.
CUSTOMER SERVICE & COMPLAINTS
You can visit our Card Benet Insurance Centre at americanexpress.com/uk/insuranceportal to:
• Check your cover
• Learn about your Card Insurance Benets
• Read Frequently Asked Questions
• Create and download your Insurance Certicate
• Search for Medical providers
• Access Online Claims
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:
American Express
Global Customer Research and Solutions
Department 333
1 John Street
Brighton BN88 1NH
United Kingdom
Telephone: 0800 032 7401
American Express and Chubb European Group SE are members of the Financial Ombudsman Service (FOS)
who may be approached for assistance if you are not satised with the response you receive. Contact details
are given below. A leaet explaining its procedure is available on request.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4 567
or +44 20 7964 0500 (from abroad)
Fax: 020 7964 1001
Website: nancial-ombudsman.org.uk
The Ombudsman will only consider your case if you have rst 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 SE 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:
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Financial Services Compensation Scheme (FSCS)
PO Box 300
Mitcheldean
GL17 1DY
United Kingdom
Telephone 0800 678 1100 or 020 7741 4100
Website: www.fscs.org.uk
2. 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 oce Belgrave House, 76 Buckingham Palace
Road, London SW1W 9AX (“American Express”) for the benet of Cardmembers.
1 The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates nancial services.
2 Whose products do American Express oer?
American Express only oer Purchase Protection, Refund Protection, Travel Inconvenience and Travel Accident
insurance underwritten by Chubb European Group SE.
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.
4 What will you have to pay American Express for their services?
There is no additional charge, fee or premium payable for the insurance benets provided with your Card.
American Express does not act as an agent or duciary 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 inuence the insurance which is provided to
Cardmembers.
5 Who regulates American Express?
American Express Services Europe Limited has its registered oce 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.
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: In writing:
American Express
Global Customer Research and Solutions
Department 333
1 John Street
Brighton BN88 1NH
United Kingdom
Telephone: 0800 032 7401
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.
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9 Remuneration and Commission
We arrange the policy with the insurer on your behalf. We provide this to you as part of your Card Membership
and there is no additional charge to you for doing this. We do not receive any remuneration or commission from
the insurer for arranging this policy.
DEMANDS AND NEEDS
This insurance meets the demands and needs of Cardmembers who require travel accident, travel
inconvenience, 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.
3. POLICY TERMS AND CONDITIONS
These Policy Terms and Conditions give full details of the insurance cover provided with the British Airways
American Express® Premium Plus Card under the group policy of insurance held by American Express Services
Europe Limited with Chubb European Group SE.
Chubb European Group SE shall not be deemed to provide cover and Chubb European Group SE shall not be
liable to pay any claim or provide any benet hereunder to the extent that the provision of such cover, payment
of such claim or provision of such benet would expose Chubb European Group SE to any sanction, prohibition
or restriction implemented pursuant to resolutions of the United Nations, or the trade and economic sanctions,
laws or regulations of the European Union, United Kingdom or United States of America.
ELIGIBILITY
The benets 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 benets are dependent on the use of the Card.
The benets 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 any detrimental 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 Premium Plus Card account
with American Express on which Your British Airways American Express Premium Plus 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 Yo u 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 Yo u between the rst point of departure and the nal
destination as shown on Your ticket.
“Family” means Your partner or spouse, living at the same address as Yo u , and Your Children.
“Hijack” means that the control of the Public Vehicle in which Yo u 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.
“Loss of hearing” means permanent profound deafness, which means the quietest sound Yo u can hear is
louder than 90 decibels when tested by a qualied audiologist.
“Loss of sight” shall be deemed to have occurred:
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a. Loss of Sight in Both Eyes - Permanent blindness which, based on medical evidence, Yo u will never recover
from and which results in Your name being added (on the authority of a qualied ophthalmic specialist) to
the Register of Blind Persons maintained by the government; or
b. Loss of Sight in One Eye - Permanent blindness which, based on medical evidence, You will never recover
from, in an eye to the degree that, after correction using spectacles, lenses or surgery, objects that should
be clear from 60 feet away can only be seen from 3 feet away or less.
“Our/Us/We/Insurer” means:
Chubb European Group SE (CEG) is a Societas Europaea, a public company registered in accordance with
the corporate law of the European Union. Members’ liability is limited. CEG is headquartered in France and
governed by the provisions of the French insurance code. Registered company number: 450 327 374 RCS
Nanterre. Registered oce: La Tour Carpe Diem, 31 Place des Corolles, Esplanade Nord, 92400 Courbevoie,
France. Fully paid share capital of €896,176,662.
CEG’s UK branch is registered in England & Wales. UK Establishment address: 100 Leadenhall Street, London
EC3A 3BP. Authorised and regulated by the French Prudential Supervision and Resolution Authority (4 Place
de Budapest, CS 92459, 75436 Paris Cedex 09, France). Authorised by the Prudential Regulation Authority.
Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation
Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from
us on request (FS Register number 820988).
“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.
“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 benets included with the Card.
“You/Your/Insured” means (i) Cardmembers and their Families, (ii) Supplementary Cardmembers and
their Families.
INSURANCE BENEFITS
Insurance benets are secondary: We will only pay amounts under this Policy if they are not covered by other
insurance, state benets or other agreements. Yo u 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 benets 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 benet 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 Yo u 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
Yo u will not be covered in respect of the following:
1) The rst £50 of any claim.
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2) Normal wear and tear.
3) Damage caused intentionally by Yo u .
4) Damage to items caused by product defects.
5) Theft of or damage to items where You have failed to take sucient 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 and their parts.
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) Any fraudulent, dishonest or criminal act committed by Yo u or anyone with whom Yo u are in collusion.
12) Conscation or destruction of purchases by any government, customs or public authority.
13) Any portion of the purchase price not charged to Your Card Account.
1.2 REFUND PROTECTION
YOUR BENEFITS
This benet 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 Yo u purchased on the Card Account within 90 days of purchase,
Yo u will be paid:
a. the purchase price of the item or £300, whichever is the lower.
b. Yo u will only be paid up to a maximum of £1,000 under this Refund Protection Section 1.2 in any
12 month period.
EXCLUSIONS
Yo u 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 axed to home, oce
or vehicles.
2. TRAVEL INCONVENIENCE AND TRAVEL ACCIDENT
This Section details the Travel Inconvenience and Travel Accident benets (including Hijack) provided
with the Card.
The benets described under this Section are provided for the Cardmember and Supplementary
Cardmembers, and their respective Families.
IMPORTANT INFORMATION:
For the benets under this Section to apply, tickets must have been purchased in full using:
a) the Card; or
b) Avios.
2.1 TRAVEL INCONVENIENCE
YOUR BENEFITS
The travel, refreshment and accommodation costs, and the purchase of essential items covered under this
Travel Inconvenience Section 2.1 must be charged to Your Card to be eligible.
Travel Inconvenience benets under this Section 2.1 are provided to cover any ight between named airports,
on an aircraft operated by an airline, licensed by the relevant authorities for air transportation of fare paying
passengers. Cover does not apply to ights on aircraft chartered privately.
If Yo u are travelling with Your Family, Your Supplementary Cardmembers, or their Family, and claiming
under the same Card Account, the benets stated under this Travel Inconvenience Section 2.1 must be shared.
1) Yo u will be reimbursed up to £200 for additional travel, refreshment and accommodation costs incurred
prior to Your actual departure if:
a) (Delay, Cancellation or Overbooking) Your pre-booked ight is delayed/cancelled/overbooked and no
alternative is made available within 4 hours of its published departure time;
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b) (Missed connection) Yo u miss Your connecting ight due to the late arrival of Your previous pre-booked
ight on which Yo u travelled and no alternative is made available within 4 hours of the published departure
time.
2) For overbooking only, Yo u will be reimbursed up to an additional £400 for additional travel, refreshment
and accommodation costs incurred prior to Your actual departure in the event that the delay to Your
published departure time continues beyond the 4 hour period in 1) above, if no alternative travel
arrangement is made within 6 hours of the published departure time or past 10pm that day (whichever
occurs rst).
3) Yo u will be reimbursed for the purchase of essential items, including but not limited to clothing,
medication and toiletries up to:
a) (Baggage delay) £750 if Your checked in baggage has not arrived at Your destination airport within 6
hours of Your arrival;
b) (Extended baggage delay) An additional £1,000 if Your checked in baggage has still not arrived at Your
destination airport within 48 hours of Your arrival.
4) We will not pay more than 5 claims per Card Account for delay, cancellation, overbooking or missed
connection and 3 claims per Card Account for baggage delay or extended baggage delay in any 12 month
period.
EXCLUSIONS
Yo u will not be covered in respect of the following:
1) Under missed connection, claims where insucient time has been allowed to arrive to connect with Your
ongoing ight.
2) Additional costs where the airline has oered alternative travel arrangements or accommodation and
these have been refused.
3) Baggage delay or extended baggage delay on the nal leg of Your return ight.
4) Under baggage delay and extended baggage delay, items that are not immediately necessary for Your
journey.
5) Items purchased after Your baggage has been returned to Yo u .
6) Failure to obtain a Property Irregularity Report from the relevant airline authorities conrming Your
missing baggage at Your destination.
7) Where Yo u voluntarily accept compensation from the airline in exchange for not travelling on an
overbooked ight.
8) Costs which are recoverable from any other source.
9) Not taking reasonable care of Your baggage.
10) Industrial action which has commenced or has been announced prior to booking Your ight.
11) Conscation or destruction of Your baggage by any government, customs or public authority.
2.2 TRAVEL ACCIDENT
YOUR BENEFITS
This benet only applies to accidents caused by a sudden identiable 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.
Yo u will be covered for the following:
1) £250,000 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) Your entire and irrecoverable Loss of Sight, loss of speech or Loss of Hearing.
2) The maximum amount that will be paid to You , or Your estate in the event of Your death, will be £250,000.
The benet amount will be reduced to £125,000 if Yo u have an accident which within 365 days causes the
loss of one hand, or one foot, or the Loss of Sight in one eye.
3) The benet amount for death during a Covered Trip is reduced to £10,000 for Children under the age
of 16.
4) In the event of Yo u holding more than one Card issued by American Express, We will not pay more than
the highest benet amount stated in one of those card’s policy terms and conditions for any one event.
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EXCLUSIONS
Yo u will not be covered in respect of the following:
1) Any claim related directly or indirectly to any, physical defect, or inrmity, which existed before the start of
Your journey.
2) Your suering from sickness or disease not directly resulting from a sudden identiable violent external
event that happens by chance.
3) Accidents on or involving vehicles chartered or hired privately.
4) Not taking reasonable care.
5) Your self-inicted 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
Yo u are travelling.
7) Your suicide or attempted suicide.
8) Your injuries or accidents which occur while under the inuence 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
ocially under embargo by the United Nations.
10) Any fraudulent, dishonest or criminal act committed by Yo u , 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.
2.3 HIJACK
YOUR BENEFITS
In the event of a Hijack, where Yo u have paid for Your ticket with Your Card or with Avios, Yo u will be paid the
following:
1) £1,500 after the rst 24 hours Yo u are illegally detained; and
2) A further £3,000 after the rst 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
ocially under embargo by the United Nations.
3) Any fraudulent, dishonest or criminal act committed by Yo u , or anyone with whom Yo u are in collusion.
4) Declared or undeclared war or hostilities.
GLOBAL ASSISTANCE
This section details the Global Assist benet 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 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 qualied English speaking doctor is on hand to provide advice. When
Yo u need to see a doctor, dentist or optician, or Yo u 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 Yo u 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 Yo u , 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 diculties, Global Assist will put Yo u in touch with the relevant embassy or consulate, provide
the name of a local lawyer, and an advance of legal fees up to £250. Yo u 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 benet is serviced by Inter Partner Assistance S.A. and is authorised and regulated by the
National Bank of Belgium, with a registered head oce at Boulevard du Régent 7, 1000 Brussels, Belgium.
Authorised by the Prudential Regulation Authority (rm reference number 202664). Subject to regulation by
the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.
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Inter Partner Assistance S.A. UK branch oce address is 106-118 Station Road, Redhill, RH1 1PR
Inter Partner Assistance S.A. is part of the AXA Group.
HOW TO CLAIM
CLAIMS AND ASSISTANCE
In order to report a non-emergency claim, please visit americanexpress.com/uk/insuranceportal or call:
+44 (0) 345 841 0059 for Purchase Protection, Refund Protection and Travel Accident; or
0800 917 8020 for Travel Inconvenience.
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 benets or other agreements.
Yo u 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 Yo u keep copies of all documentation sent to substantiate a claim.
5) Yo u 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.
Benet Information required
General • Your Card number
• All documents must be original
• Completed claim form when needed
PURCHASE PROTECTION AND REFUND PROTECTION
Benet Information required
Purchase Protection • Proof that Yo u purchased the item on Your Card
• Receipt from retailer
• Report from police detailing theft
• Damaged items
Refund Protection • Proof that Yo u purchased the item on Your Card
• Receipt from retailer
• Details of retailer who refused to accept returned items
• Purchased items in original packaging
TRAVEL INCONVENIENCE AND TRAVEL ACCIDENT
Benet Information required
Travel Inconvenience • Airline Ticket
• Proof that Yo u purchased the ight on Your Card or with Avios
• Airline’s conrmation of delay, cancellation, missed connection
oroverbooking, and their conrmation that no alternative was made
available within 4 hours
• Airline conrmation of baggage delay (Property Irregularity Report)
including details of baggage return date and time
• Itemised receipts and proof of purchases made using Your Card
Travel Accident • Proof that Yo u 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
Yo u are entitled to the insurance benets 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 benets by notice to Yo u .
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Page 12 of 14
VARIATION OF COVER
We reserve the right to add to these Policy Terms and Conditions and/or make changes or withdraw certain
insurance benets:
1) For legal or regulatory reasons; and/or
2) To reect new industry guidance and codes of practice; and/or
3) To reect 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 Yo u with details of the changes at
least 30 days before We make them. You may cancel Your Card if Yo u do not agree to any proposed changes.
CANCELLATION OF COVER
If We want to cancel a group policy under which insurance benets are provided to You , We, or American
Express with Our authority, will write to Yo u at the latest address held on le 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.
ASSIGNMENT
You cannot transfer the insurance cover provided with Your Card to any other person.
COMPLIANCE WITH POLICY REQUIREMENTS
Where Yo u or Your personal representatives do not comply with any obligation to act in a certain way specied
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 benet from this contract as of
right. The Policy may be varied or cancelled without the consent of any third party.
REASONABLE PRECAUTIONS
Yo u 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 Yo u are unhappy please let American Express know by calling 0800 032 7401
or, if Yo u would prefer to put Your concerns in writing, please write to:
American Express
Global Customer Research and Solutions
Department 333
1 John Street
Brighton BN88 1NH
United Kingdom
American Express and Chubb European Group SE are members of the Financial Ombudsman Service
(FOS) who may be approached for assistance if Yo u are not satised with the response Yo u receive. A leaet
explaining its procedure is available on request. Contact details are:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4 567
or +44 20 7964 0500 (from abroad)
Fax: 020 7964 1001
Website: nancial-ombudsman.org.uk
The existence of these complaints procedures does not aect Your statutory rights relating to this Policy.
For more information on Your statutory rights, Yo u should contact Citizens Advice.
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Page 13 of 14
FINANCIAL SERVICES COMPENSATION SCHEME
American Express Services Europe Limited and Chubb European Group SE are covered by the FSCS. Yo u 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)
PO Box 300
Mitcheldean
GL17 1DY
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 S.A. and Chubb, each acting as Data Controller of Your personal data, for insurance benets
provided by them respectively under this policy.
Data Yo u provide under the travel inconvenience 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 Yo u 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 Yo u 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 Yo u 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 analyse claims and premiums, adapt pricing, consolidate nancial 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 Yo u feedback requests or surveys relating to Our services, and other customer care
communications.
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 Yo u to
make insurance claims
• an insurance specic 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 who
provide a similar level of protection of personal data.
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Page 14 of 14
In providing Yo u with this policy and the benets available under it, we will use the personal data Yo u provide
Us, including any medical and other special categories of data for Your insurance cover, the provision of
benets and the payment of claims.
If Yo u provide Us with details about other individuals who may benet under this policy, Yo u agree to inform
them of Our use of their personal data as described in this document and in Our website privacy notice (see
below).
Yo u are entitled on request to a copy of the information We hold about Yo u , and Yo u 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 Yo u is inaccurate, so that We can correct it.
If Yo u want to know what information is held about Yo u by AXA Travel Insurance Limited, or Chubb European
Group SE, or have other requests or concerns relating to Our use of Your data, please write to Us at:
Data Protection Ocer
AXA Travel Insurance Limited
106-108 Station Road
Redhill
RH1 1PR
Email: dataprotectionenquiries@axa-assistance.co.uk
Or
Data Protection Ocer
Chubb, 100 Leadenhall Street
London
EC3A 3BP
Email: dataprotectionoce.europe@chubb.com
Our full privacy notice is available at: axapartners.com/en/page/en.privacy-policy
or https://www2.chubb.com/uk-en/footer/privacy-policy.aspx
Alternatively, a hard copy is available on request.
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 Yo u ensure all statements Yo u 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 aect the validity of this Policy and may mean that all or part of a
claim may not be paid.
American Express Services Europe Limited has its registered oce 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.
Chubb European Group SE (CEG) is a Societas Europaea, a public company registered in accordance with
the corporate law of the European Union. Members’ liability is limited. CEG is headquartered in France and
governed by the provisions of the French insurance code. Registered company number: 450 327 374 RCS
Nanterre. Registered oce: La Tour Carpe Diem, 31 Place des Corolles, Esplanade Nord, 92400 Courbevoie,
France. Fully paid share capital of €896,176,662.
CEG’s UK branch is registered in England & Wales. UK Establishment address: 100 Leadenhall Street, London
EC3A 3BP. Authorised and regulated by the French Prudential Supervision and Resolution Authority (4 Place
de Budapest, CS 92459, 75436 Paris Cedex 09, France). Authorised by the Prudential Regulation Authority.
Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation
Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from
us on request (FS Register number 820988).
The Global Assist benet is serviced by Inter Partner Assistance S.A. and is authorised and regulated by the
National Bank of Belgium, with a registered head oce at Boulevard du Régent 7, 1000 Brussels, Belgium.
Authorised by the Prudential Regulation Authority (rm reference number 202664). Subject to regulation by
the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.
Inter Partner Assistance S.A. UK branch oce address is 106-118 Station Road, Redhill, RH1 1PR
Inter Partner Assistance S.A. is part of the AXA Group.
