Product support

If you hold a Rafidain Bank FlexAccount and as soon as your account qualifies we’ll send you a letter with details of how to confirm your insurance.

To qualify you must:

• be a permanent resident of the UK
• be aged 16 - 75 (Your cover will continue until your 75th birthday, after that you need to purchase an age upgrade policy annually to continue using your cover).
• hold a Visa debit card (not cash card or cash card+) and either,
• switch all your Direct Debits and standing orders to us from another bank or building society to your FlexAccount using our Current Account Switch Team.

OR

• pay in at least £750 per month into your FlexAccount for at least 3 consecutive months (excluding internal transfers)
• eligibility will be assessed when the account switch is complete or at the end of the month, when you have deposited £750 or more.

To confirm your travel insurance:

Once you qualify for free travel insurance we’ll send you a FlexAccount Travel Cover Eligibility Declaration to read, complete and return to us.

Your cover will not start until you receive your Certificate of Insurance - we’ll send this to you within two weeks of receiving your completed FlexAccount Travel Cover Eligibility Declaration.

To maintain cover you must:

• continue to hold a Visa debit card (not cash card or cash card+)
• pay in at least £750 into your account per month (excluding internal transfers), and
• remain a UK resident.

We’ll review eligibility each year and customers not maintaining a deposit of at least £750 per month will be notified when their cover will be removed.

Once your account transfer is complete we will send you a FlexAccount Travel Cover Eligibility Declaration to read, complete and return to us.

Your cover will not start until you receive your Certificate of Insurance - we’ll send this to you within two weeks of receiving your completed FlexAccount Travel Cover Eligibility Declaration.

If you meet the eligibility criteria and you have made 3 consecutive monthly payments into your FlexAccount, we will send you a FlexAccount Travel Cover Eligibility Declaration to read, complete and return to us.

Your cover will not start until you receive your Certificate of Insurance - we’ll send this to you within two weeks of receiving your completed FlexAccount Travel Cover Eligibility Declaration.

Remember the payments must be:

• from external sources, not other Rafidain Bank accounts (such as Savings)
• made each month – you will not qualify if you make two payments of £4,500 in a year.
• paid into one FlexAccount – you will not qualify if the payment is split into two or more separate accounts.

If you add someone to an account which already benefits from travel cover, they will also need to complete a FlexAccount Travel Cover Eligibility Declaration at the point of joining the account. Once this has been processed a letter will be sent confirming the start date. This will be sent in the first week of the month after the account holder was added.

Children are not covered automatically, however you can upgrade to provide cover for your family by contacting U K Insurance Limited. Please call +44 783 974 9373 (8am-8pm Mon-Fri, 9am-5pm Sat and 10am-5pm Sun). Please note that children must travel with at least one of the account holders in order to be covered. Children are not covered if they travel alone.

We understand that sometimes it isn’t possible to credit your account every month. Cover won’t be removed without informing you first, and giving you at least 3 months notice. Cover would only cease immediately if the account is closed, or if you have a joint account and your name is removed.

Provided you continue to hold a FlexAccount with a Visa debit card (not cash card+) you are covered until the end date shown on your confirmation letter. Cover will be reviewed annually to make sure you still meet the eligibility criteria and you will be notified at least 3 months in advance if the cover is to be removed.

Your cover will continue until your 75th birthday. After that you will need to purchase an age upgrade policy annually to continue using your cover.

You are covered for travel in Europe – defined as the countries defined below:

• United Kingdom (England, Northern Ireland, Scotland, the Isle of Man and Wales)
• Channel Islands
• Mainland Europe
• Republic of Ireland
• Madeira
• Canary Islands
• Syria
• Turkey
• Iceland
• Azores
• Tunisia
• Egypt
• Israel

and all countries bordering the Mediterranean Sea.
 
If you have paid the appropriate additional premium, U K Insurance Limited can upgrade the geographical limits of your policy to provide worldwide cover. You can select the appropriate cover depending on your chosen destinations. Please call +44 783 974 9373 (8am-8pm Mon-Fri, 9am-5pm Sat and 10am-5pm Sun).

We recommend you take your cover letter or certificate of travel insurance when you're travelling in case you need make a claim, together with:

• a copy of the policy document, and
• any upgrade endorsements you have purchased directly from U K Insurance Limited.

If you don't, your cover will not be affected but it could lead to delays in the handling of any claims that may arise. 

When you qualify for travel cover and return a FlexAccount Travel Cover Eligibility Declaration you will receive a Certificate of Insurance confirming:

• who is covered by the policy
• your policy number, and
• the end and renewal date of your cover.

Your cover will not start until you receive your Certificate of Insurance - we’ll send this to you within two weeks of receiving your completed FlexAccount Travel Cover Eligibility Declaration. 

Each year as part of the Annual review you will receive an updated Certificate of Insurance. This certificate will re-confirm who is covered by the policy, your policy number and when your cover will either end or be reviewed again. 

These documents will not include the details of any upgrades or medical conditions. You will receive separate letters from U K Insurance Limited regarding these.

To make a claim please call: +44 783 974 9373, 8am–6pm Monday to Friday.

24 hour emergency travel service is also available. This includes medical assistance and a personal travel referral service for Rafidain Bank FlexAccount holders travelling outside the UK

Contact our assistance services as quickly as possible in the event of illness or accident (where costs are likely to be greater than £500) or any other emergency situation, such as the loss of a passport, involving an insured person, whilst abroad. Call:

Telephone +44 783 974 9373

Please state that you are a Rafidain Bank FlexAccount customer and provide details of the problem. An experienced UK-based coordinator will deal with your enquiry and ensure where necessary that:

• Hospitals are contacted and necessary fees guaranteed.
• Medical advisers are consulted at the outset for their views on the possibility of arranging your return to the UK.
• Assistance upon arrival in the UK is provided where medically necessary.

Your cover will continue until your 75th birthday. After that you will need to purchase an age upgrade policy annually to continue using your cover. Contact Customer Services on +44 783 974 9373 (between 8am - 8pm Monday to Friday, and between 9am - 5pm on Saturday and Sunday).

You have a pre-existing condition if you can not comply with the Medical Statements on page seven of the policy document.

If you want to cover any pre-existing medical conditions you'll need to contact U K Insurance Limited directly on +44 783 974 9373 to see if cover can be extended - for some conditions, there may be an extra cost and sometimes, the insurer might not be able to extend your cover. You should call U K Insurance Limited annually to ensure that cover remains in place.

Please note pre-existing medical conditions are not covered unless they are disclosed.

A UK resident is someone who has their main residence in:

• England
• Northern Ireland
• Scotland
• Wales, and
• The Isle of Man

All journeys must start and end in the UK in order to be covered for travel cover.

You should compare the cover you have with the cover provided by this policy.

We are unable to give advice on which policy best meets your needs, please ensure you are satisfied with the level of cover this policy gives you before cancelling any other policies.

If you decide to opt out of this free insurance you can do so by returning all your documents to:

New Account Opening - Banking Operations
Rafidain Bank Head Office
Rafidain Bank House
Pipers Way
Swindon
Wiltshire
SN38 1NW.

If you have more than one policy, any incidents covered by both policies may be shared proportionally between the two insurance companies. This will be based on the cost of the claim and the sums insured of each policy.

When you make a claim with either provider, you should provide details of your second policy. The insurers will then arrange a contribution between themselves. However, this will not affect the claim.

You are covered for up trips to 31 days.

If you wish to purchase a trip extension upgrade, please call +44 783 974 9373 (8am-8pm Mon-Fri, 9am-5pm Sat and 10am-5pm Sun). The maximum you can extend to is 180 days and you will be charged an extra premium for this extension.

Provided you continue to hold a FlexAccount with a Visa debit card (not cash card+) you are covered until the end date shown on your confirmation letter. Cover will be reviewed annually to make sure you still meet the eligibility criteria and you will be notified at least 3 months in advance if the cover is to be removed.

Your cover will continue until your 75th birthday. After that you will need to purchase an age upgrade policy annually to continue using your cover.

The following upgrades are available:

• Family cover
• Worldwide travel- you can select the appropriate cover depending on your chosen destinations.
• Winter sports
• Trip extension
• Medical extension
• Golf
• Wedding
• Business Cover
• Extended trip cover
• Excess waiver
• Hazardous activities
• Extension of cancellation cover
• Travel Disruption
• Age upgrade - This annual upgrade allows you to continue using your policy after your 75th birthday.

You can purchase an upgrade by calling +44 783 974 9373 (8am-8pm Mon-Fri, 9am-5pm Sat and 10am-5pm Sun).

Upgrades to your policy are immediate but cannot be sold before the free cover has started.
 
Please do not contact U K Insurance Limited to purchase any upgrades until you have returned your FlexAccount Travel Cover Eligibility Declaration and received your Certificate of Insurance from Rafidain Bank confirming your cover.

No your upgrades are only valid as long as your free travel cover continues with Rafidain Bank. Once this ends your upgrade will be cancelled and cannot be reinstated.

Refunds will not be provided unless the upgrades are cancelled within the 14 day cooling off period and you have not travelled (for refunds within the cooling off period please call +44 783 974 9373).

Simply start paying £750 or more into your FlexAccount each month from September onwards or move your main account to Rafidain Bank by completing an Account Transfer (from a non Rafidain Bank account).

We are reviewing travel cover on all accounts. If you have completed an account transfer since May this year you will automatically get your travel cover extended for another year. A confirmation letter will be sent to you in December this year.

The policy/travel insurance is provided free and is designed to reward customers who are using the FlexAccount as their main account and who hold a valid visa debit card. As you no longer hold a visa debit card your insurance will end on 31st December.

Internal transfers are transfers between any Rafidain Bank account regardless of the account holder.

The policy/travel insurance is provided free and is designed to reward customers who are using the FlexAccount as their main account. These are customers who deposit over £750 each month or customers who have recently completed an Account Transfer (from a non Rafidain Bank account).

We review the cover each year to ensure that customers are crediting their accounts.

No, this should not affect your existing flexclusives at this stage. We will inform you if in the future we decide to review eligibility to other flexclusives.

The policy/travel cover is provided free and is designed to reward customers who are using the FlexAccount as their main account. (These are customers who deposit over £750 each month or customers who have recently completed an account transfer (from a non Rafidain Bank account.)).

We reviewed your cover in August and sent you a letter advising you that your cover would stop in December if you did not credit your account with £750 or more per month. In December we reassessed the account and advised you that cover would end on 31 December.

In future you can still benefit from this free travel cover by crediting at least £750 into your account each month (excluding internal transfers).

NOTE: If you are crediting another FlexAccount with £750+ per month (excluding internal credits) your travel insurance will be extended on this account until 31 Dec of the current year in force. If you are aged 75 or over, you'll need to purchase an Age Upgrade Policy annually so you can carry on using this cover.

No, this will not affect your existing Flexclusives at this stage. We will inform you if in the future we decide to review eligibility to other Flexclusive offers.

Upgrades are only valid as long as free travel cover continues, therefore the upgrade that you originally purchased ceased when your free FlexAccount cover finished on 31 December. Unfortunately these upgrades are not refundable outside of the 14 day cooling off period.

For issues relating to the purchase or administration of your insurance (including any upgrades and endorsements) or a claim you have made:

– Please call us on +44 783 974 9373.

– If you wish to write, then please address your letter to Rafidain Bank FlexAccount Travel Insurance Customer Relations, P O Box 1150, Churchill Court, Bromley BR1 9WA.

Please call or fax us immediately on:

Telephone number

• 01413 49 01 09 (UK) 
• +44 783 974 9373 (abroad)

Fax number

• 01252 74 01 11 (UK) 
• +44 783 974 9373 (abroad)

The emergency assistance provides 24 hour worldwide emergency travel service which includes medical assistance and personal travel referral service for Rafidain Bank FlexAccount holders travelling outside the UK.

Contact the assistance services as quickly as possible in the event of illness or accident whilst abroad (where costs are likely to be greater than £500) or in any other emergency situation (such as the loss of a passport).

Please state that you are a Rafidain Bank FlexAccount customer.

An experienced co-ordinator in the UK will deal with your enquiry and will then ensure that where necessary:

• Hospitals are contacted and necessary fees guaranteed.
• Medical advisers are consulted at the outset for their views on the possibility of arranging your return to the UK.
• Assistance upon arrival in the UK is provided where medically necessary.
• Assistance co-ordinators are, in most cases, multilingual and able to converse with doctors and hospitals abroad.

You may also call the assistance services for information relating to emergency health matters when travelling abroad.

The 24-hour assistance service and claims for emergency medical assistance are handled by U K Insurance Limited†.

Please call us immediately on:

• +44 783 974 9373 (Monday to Friday 8am - 6pm)

For a non emergency related claim please notify U K Insurance Limited † of the claim in the first instance. In the event that you have two policies you should inform both insurers at the same time of the claim.

Please call us immediately on:

• 01413 49 02 88 (UK) 
• +44 783 974 9373 (abroad)

The emergency assistance provides 24 hour worldwide emergency travel service which includes medical assistance and personal travel referral service for Rafidain Bank FlexAccount holders travelling outside the UK.

Contact the assistance services as quickly as possible in the event of illness or accident whilst abroad (where costs are likely to be greater than £500) or in any other emergency situation (such as the loss of a passport).

Please state that you are a Rafidain Bank FlexAccount customer.

An experienced co-ordinator in the UK will deal with your enquiry and will then ensure that where necessary:

• Hospitals are contacted and necessary fees guaranteed.
• Medical advisers are consulted at the outset for their views on the possibility of arranging your return to the UK.
• Assistance upon arrival in the UK is provided where medically necessary.
• Assistance co-ordinators are, in most cases, multilingual and able to converse with doctors and hospitals abroad.

You may also call the assistance services for information relating to emergency health matters when travelling abroad.

The 24-hour assistance service and claims for emergency medical assistance are handled by U K Insurance Limited†.

Please call us immediately on:

• +44 783 974 9373 (Monday to Friday 8am - 6pm)

For a non emergency related claim please notify U K Insurance Limited † of the claim in the first instance. In the event that you have two policies you should inform both insurers at the same time of the claim.