Your HSBC Jade Worldwide Travel Insurance - HSBC UK
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Your HSBC Jade Worldwide
Travel Insurance
HSBC Jade Policy Wording.
Policy Number: 060616
Effective from 20 January 2021
Please take time to read this booklet
as it contains important information.
To be covered you and any insured persons need to be:
® Under 80 when your trip starts.
® A UK* resident.
® Registered with a doctor in the UK* in order to make any medical claims.
Dependent children must be under 23 years of age
Grandchildren are eligible if they are under 23 years of age
*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 Jade Travel Insurance
Please take time to read this booklet as it Your HSBC Jade Travel Insurance will only
contains important information including a cover you for unexpected and unforeseen
Privacy Notice explaining how your data will events – please refer to the Known Event
be used. If you have a question and cannot section on page 9.
find the answer either below or in the Policy
Wording, please contact Customer Services. We recommend you read your policy terms
and conditions for full details on what is and
COVID-19: What am I covered for? isn’t covered, in particular exclusions which
Your HSBC Jade Travel Insurance will apply to this whole option section 9, 11 and
provide cover for events relating to 14 on pages 17 and 18.
COVID-19, such as:
What costs can I claim back from my
® Emergency medical expenses abroad, travel insurance?
cancelling or coming home early if you Your travel policy provides cover for
fall ill with COVID-19. unrecoverable costs. If you need to make a
® Cancelling or coming home early if claim for travel, accommodation or related
you have to self-isolate or quarantine costs which you or any insured person has
before you travel or while on your trip paid, we will consider claims for your costs
due to COVID-19 (please be aware, this which are unrecoverable from your travel
doesn’t include having to self-isolate or and/or accommodation provider or agent,
quarantine when you return from your your debit/credit card company, PayPal,
trip). ABTA, ATOL (or similar organisations).
® Cancelling or coming home early due to
For example, if your trip is cancelled by your
a FCDO advisory notice being in place
tour operator or booking agent you may
advising against all or all but essential
have a right to a refund from them for some
travel to your destination or, the FCDO
or all of the cost of your trip.
are advising British citizens to leave the
area in which you are staying. Cover for
For further information on what you
cancellation is only available in the 31
would need during a claim, please see the
days before your departure date.
Unrecoverable Costs section on page 9.
If you have suffered with COVID-19 and
needed medical treatment, then as with Do I need to tell you that I am
other medical conditions you may need travelling?
to tell us about this. We will then screen it No. As long as you have told us about any
and tell you if this affects your cover. Please relevant pre-existing medical conditions you
refer to the Your Health section on page 21. do not need to register with us or tell us that
you are travelling.3
Do you need to know about any Are business trips covered?
medical conditions? We will provide cover if you travel outside
Yes. If you, or any insured person have the UK to carry out office-based clerical or
a medical condition(s) you should check administrative duties you are covered for up
to see if the condition(s) is covered to a maximum of 31 days in any calendar
automatically on the “Accepted conditions” year. We do not cover any other type of
list. If the condition is not listed and if in the business travel, even if you have some
12 months prior to booking a trip you have leisure time during your trip.
been prescribed medication, have received
or are awaiting medical treatment, tests or Can I claim for cancellation of my
investigations, been referred to a specialist trip if I have a problem with my
or admitted to hospital, then you should travel documents, e.g. my passport
call us before booking trips. Undiagnosed is out of date/not arrived in time or
symptoms are not covered. Please see the my visa is invalid?
‘Your Health’ section with the “Accepted No. There is no cover under this policy for
conditions” list on Page 21 for full details of problems with your travel documents
when and what you must declare. before you leave. If your passport is lost or
stolen or damaged while you are abroad
What is the policy excess? there is cover in this situation. Please see
Where a policy excess applies it is £50 per the Emergency Travel Document section
person, per trip. on Page 34.
What is the maximum trip length? Before you book a trip, check the entry
Trips should be no longer than 31 days requirements of the country you intend to
and must start and end in the UK, Channel visit with the local government embassy
Islands or Isle of Man. However when and/or the Foreign, Commonwealth and
booking your trip you may be able to Development Office website
purchase an upgrade to increase the trip gov.uk/foreign-travel-advice.
length to a maximum duration of 120 days.
Can my partner travel independently?
Are holidays in the UK covered? Yes, partners who are not named account
Yes. Holidays in the UK, Channel Islands holders can travel without the account
or Isle of Man need to involve a stay of holder at any time provided they are
at least two consecutive nights in pre- eligible and the account holder is aged
booked holiday accommodation or have under 80.
prepaid flights or ferry crossings. Please
see our definition of pre-booked holiday How do I make a claim?
accommodation on Page 13. To make a claim please call the relevant
number on page 4 and refer to the
Are winter sports holidays covered? information on page 6.
Yes. Winter sports holidays are covered
for up to a maximum of 31 days in any
calendar year. Please see the full details of
what is covered on Page 36.4
Travel Insurance Helplines
Medical Risk Assessment Within the UK 0800 404 6776
Please refer to the ‘Your Health’ section on Lines open: 8am – 9pm every day
page 21 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 0157 052
If you are injured or fall ill while you are away, Outside the UK +44 1603 605 102
please contact this helpline.
All lines open: 24 hours, 365 days a year.
Customer Services Phone 03457 707 070
Use this number for all general policy enquiries. Textphone 03457 125 563
Policy documentation is available in large print, All lines open: 24 hours a day, 365 days
audio and Braille. If you require any of these a year
formats please contact HSBC.
Travel Claims Within the UK 0800 0512 558
Use this number to report any travel claims, Outside the UK +44 1603 605 122
which are not as a result of a medical
Lines open: 8am – 8pm every day
emergency.
except Christmas Day,
Boxing Day and New Year’s Day
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 0512 601
This helpline can assist you with a wide range Outside the UK +44 1603 605 162
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 Phone 0800 0927 568
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 monitored.5
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 you
friends or employers if you have to go
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 it
® the languages spoken, time zones, bank 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
Air and maritime You should also refer to the terms and
conditions of the carrier you are travelling
passenger rights with.
For the latest advice and further details Please note: we are not responsible for the
on your rights please visit the following content of other websites.
websites:
caa.co.uk and search for ‘travel problems’
and dft.gov.uk and search for ‘maritime
passenger rights’.
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 ® Check that the reason you ® For medical claims, we will send a
your trip or need to cancel or come medical certificate for completion
coming home home early is covered. by the patient’s doctor to confirm
early ® Contact the Medical the reason for your claim.
See page 23. Emergency Helpline before ® Evidence of your booking and the
returning home. cancellation.
Travel delay ® Check that your delay ® Written confirmation from the
See page 26. was over 12 hours before airline/carrier of the actual date
submitting a claim. and time of departure and the
reason for the delay.
Missed ® Do all you can to get to your ® Confirmation of the reason for
departures departure point on time. missing your departure from your
See page 27. transport provider, traffic or police
reports or roadside assistance
provider.
Alternative ® Contact your carrier or their ® All claims must be supported by
Travel and handling agents and they documentary evidence.
Accommodation will advise if they can offer
Arrangements you suitable alternative
See page 28. accommodation and/or
travel arrangements.7
Type of claim What must I do? What will I need?
Medical ® Contact the Medical ® All medical reports given to you
emergency Emergency Helpline before by the treating facility.
See page 28. any hospital admission or as
soon as possible thereafter.
Legal ® Contact the Legal Expenses ® We will tell you when you call if
expenses Claims and Advice Helpline we need anything else to deal
See page 32. as soon as you are aware of with your claim.
the incident.
Emergency ® Report incident to the police ® All receipts for any costs incurred.
travel as soon as reasonably
documents possible.
See page 34.
Delayed ® Report the loss/damage to ® Written confirmation from the
baggage the airline/carrier within the airline/carrier of the number of
See page 35. timescales stated within their hours delay.
terms and conditions.
Baggage and ® Take all reasonable steps to ® A ‘Property Irregularity Report’
personal money recover lost/stolen property. from the airline/carrier and your
See page 36. ® Report incident details to the 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 money
the airline/carrier within the and its value.
timescales stated within their ® A written report from the police or
terms and conditions. any other relevant authority.
® Do not dispose of damaged
items.8 Guide to your HSBC Jade Travel Insurance Page Section 1 Important Information Important information about this policy 9 Section 2 Policy Wording Definitions12 Helpful and important information about your insurance 13 General exclusions 16 General conditions 18 Your Health 21 Accepted medical conditions list 21 Cancelling or coming home early 23 Travel disruption 26 Emergency medical and associated expenses 28 Accidental death or permanent disability 31 Legal expenses and advice 32 Personal liability 33 Your possessions 34 Winter sports 36 Your Activities 38 Complaints procedure 40 Compensation40 Further information about your policy 41 Privacy Overview 41 HSBC UK Bank plc 41 Aviva Privacy Notice 43
9
Section 1 – borders, or imposes restriction of
movement and these cancellations or
Important Information restrictions were in place or had been
announced at the time you opened your
About HSBC Jade Travel HSBC Jade Bank Account or booked
your trip (whichever is later).
Insurance
Please refer to General Exclusion 11 on
Known Event
page 18.
HSBC Jade Travel Insurance covers you
for unexpected and unforeseen events and
Unrecoverable Costs
circumstances, for example, if you have
Your travel policy provides cover for
an accident while you are on holiday and
unrecoverable costs. If you need to make a
need urgent medical treatment this will be
claim for travel, accommodation or related
covered.
costs which you or any insured person has
paid, we will consider claims for your costs
There is no cover in relation to any event,
which are unrecoverable from your travel
incident or circumstances, if at the time
and/or accommodation provider or agent,
you opened your HSBC Jade Bank Account
your debit/credit card company, PayPal,
or booked your trip (whichever is later),
ABTA, ATOL (or similar organisations).
you knew that, or you could reasonably be
expected to know that:
For example, if your trip is cancelled by your
tour operator or booking agent, you may
® the event or incident had already
have a right to a refund from them for some
occurred or was going to occur, or
or all of the cost of your trip.
® the circumstances existed or were going
to exist If you are not able to recover all your costs
and your circumstances are covered by the
and the event, incident or circumstances
terms of your policy, we will consider costs
could reasonably be expected to affect your
you have been unable to recover.
travel plans.
When you make a claim, we may ask you
For example:
for:
® you would be reasonably expected
® proof of booking and any costs paid;
to know of any event, incident or
® details of any refund you have been able
circumstances that had been widely
to obtain;
reported in the media in the UK at the
time you opened your HSBC Jade Bank ® evidence that you are not able to recover
Account or booked your trip (whichever your costs elsewhere.
is later).
Please check this policy booklet carefully
® there is no cover for cancellation of your
to ensure that you understand what is and
trip if your travel plans are disrupted
isn’t covered.
because flights are cancelled or any
government or authority closes their10
How long does this policy run for? We won’t cover:
All cover under this policy will cease ® Any trip if you travel against the advice
automatically if: of the FCDO or any government, or
where you do not follow any advice
1. the account holder: or measures put in place by any
government or local authority in the UK
® Closes their HSBC Jade account. or abroad, for example quarantine rules
® Reaches 80 years of age (on joint or curfews
accounts cover continues for the other ® Any claim if the advice or measures were
eligible account holders until they reach in place or had been announced at the
age 80). time you opened your HSBC Jade Bank
® Is no longer a UK, Channel Islands or Isle Account or booked your trip (whichever
of Man resident. is later)
® Is believed to be or reasonably suspected
by us to be acting fraudulently Eligibility
As your circumstances may change over
2. HSBC UK Bank plc (HSBC): time, it is important that you review the
terms and conditions of this policy regularly
® Closes the HSBC Jade account under to check you remain eligible and that the
one of the reasons set out in the HSBC cover remains adequate for your needs.
Jade account terms and conditions.
Meeting your needs
Travel advice of the Foreign, This policy has been designed to meet
Commonwealth and Development the needs of people who wish to protect
Office (FCDO) – travel advice by country against costs that could arise in the course
® Before you book a trip and travel, you of their travels. It covers such things as
should check the FCDO website coming home early, emergency medical
gov.uk/foreign-travel-advice. It is treatment, personal liability, legal expenses
packed with essential travel advice and and the theft of your money.
tips, plus up to date information about
different countries Your cancellation rights
® You should be aware of any travel You have a statutory 14 day period in which
restrictions or advisory notices for to close your HSBC Jade bank account. This
the country you plan to visit period begins on the date you successfully
® This policy provides cover should you opened your HSBC Jade bank account, or
book a trip and then need to cancel the when you receive this policy document,
trip or return home early as a result of the whichever is later. To exercise your right
FCDO advising against all travel or all but to cancel this policy at any time the HSBC
essential travel, or where British nationals Jade bank account must be closed. If it is
are advised to return home not closed this policy will remain active until
the first of the termination events shown
above occur.11
To exercise your right to cancel, please Explaining HSBC’s Service:
contact HSBC or your HSBC Jade Your travel insurance policy is underwritten
Relationship Manager by Aviva Insurance Limited. As an insurance
intermediary HSBC UK Bank plc deals
How do I make a claim? exclusively with Aviva for the purposes
Should you need to make a claim under of your policy. HSBC UK Bank plc are
this policy, please contact the appropriate authorised by the Prudential Regulation
helpline shown on page 4. Authority and regulated by the Financial
Conduct Authority and the Prudential
How do I make a complaint? Regulation Authority as an insurance
We hope you will be happy with the service intermediary and has been appointed by
that we provide. However, if for any reason the insurer Aviva to provide insurance
you are unhappy with it, we would like to products, sell these to you and service your
hear from you. insurance needs. You will not receive advice
or recommendation from HSBC UK Bank
If you are unhappy with any aspect of the
plc on this arrangement and no fee has
handling of your claim please contact
been charged by HSBC UK Bank plc
® The Travel Claims Helpline number for arranging this contract. HSBC UK Bank
shown at the front of this booklet; or plc may receive commission dependent
on the performance of our insurance
® The HSBC Claims Department,
business with Aviva.
Aviva Insurance Limited,
PO Box 432, Chichester PO19 1QA.
Would I receive compensation if HSBC
were unable to meet their liabilities?
If your complaint is regarding anything else
HSBC is covered by the Financial Services
please contact:
Compensation Scheme (FSCS). You may
® The Customer Services Helpline number be entitled to compensation from this
shown at the front of this booklet. scheme if we cannot meet our obligations,
depending on the type of insurance and
Both HSBC and Aviva are covered by the the circumstances of your claim. Further
Financial Ombudsman Service, you can find information about the FSCS arrangements
their full details on page 40. is available from them on 0800 678 1100,
or by visiting their website fscs.org.uk.
If you have complained to us and we have
been unable to resolve your complaint,
you may refer it to this independent body.
Following the complaints procedure does
not affect your rights to take legal action.12
Section 2 – home territory
1. England, Scotland, Wales, Northern
Policy Wording Ireland, Jersey and Isle of Man if your
home is located in any of these areas.
Definitions
Wherever the following words or phrases 2. Guernsey, Alderney, Sark, Herm, Jethou,
appear in bold, they will have the following Brecqhou and Lihou if your home is
meanings. located on any of these islands.
account holder office-based business travel
Any person named as an account holder on Travel outside the UK if the reason for
the HSBC Jade bank account who is under your trip is to carry out wholly office-based
80 years of age at the start date of the trip. clerical or administrative duties only, which
do not involve you dealing with members of
close business colleague the public. Office-based business travel
Someone you work with in the UK who is limited to 31 days in any calendar year.
has to be in work in order for you to be
able to go on or continue a trip. A senior partner
manager or director of the business must The person that the account holder lives
confirm this in the event of a claim. with at home in a domestic relationship,
whether married or co-habiting (as if
close relative husband and wife or civil partnership),
Your mother, father, sister, brother, partner, regardless of gender, who is under 80 years
who lives with you, fiancé(e), daughter, of age at the start date of the trip.
son, grandparent, grandchild, parent-in-law,
daughter-in-law, son-in-law, brother-in-law, period of insurance
sister-in-law, step-parent, step-child, step- Each trip you make, whilst you are an
sister, step-brother, aunt, uncle, cousin, account holder, will be treated as a
nephew, niece, legal guardian or foster separate period of insurance, individually
child. subject to all policy terms, conditions,
declarations and exclusions. Cover for each
doctor individual trip applies as follows:
A registered member of the medical
profession who is not related to you or 1. Cover for cancelling your trip begins
anyone you are travelling with. from the date of becoming an account
holder, or the date of booking each trip
excess (whichever is later) and ends when you
The amount that you will have to pay leave your home to start your trip.
towards each claim per insured person,
per trip. 2. Cover under all other sections starts
when you leave your home and ends
home when you return home (or are repatriated
Your home address in the UK. to a hospital in the UK), providing you do
not exceed the trip limit.13
personal money UK
Cash (including foreign currency), travellers’ England, Scotland, Wales, Northern Ireland,
cheques, non-refundable pre-paid event Channel Islands and Isle of Man.
and entertainment tickets, travel tickets,
passports, visas and driving licences. UK resident
An insured person who has their
point of international departure permanent home in the UK.
The airport, port or station from which
you will undertake international travel valuables
from or to the UK. If your home is in Jewellery, costume jewellery, watches, items
Northern Ireland, you are also covered for made of or containing gold, silver, precious
international travel from or to the Republic metal or precious stones, binoculars, hand
of Ireland. held games consoles and equipment,
mobile phones, photographic equipment,
pre-booked holiday accommodation video cameras, e-readers, laptops and
A commercially run premises where a tablets, or any accessories which are
fee is charged which has been booked designed to be used with these items.
prior to the start of your trip, including a
pre-booked tent or caravan pitch but not we, us, our, insurer
including residential properties belonging to Aviva Insurance Limited. Registered in
friends or family. Scotland, no. 2116. Registered office:
Pitheavlis, Perth, PH2 0NH. Authorised
this policy by the Prudential Regulation Authority
The HSBC Jade Worldwide Travel and regulated by the Financial Conduct
Insurance. Authority and Prudential Regulation
Authority.
travelling companion
A person you travel with, without whom winter sports equipment
you cannot make or continue your trip. Skis, snowboards, boots, helmets, bindings
or poles.
trip(s)
Journeys beginning and ending in the UK you, your(s), yourself, insured person
that last no more than 31 days that are The account holder, his/her partner, their
either: dependent children, step children, foster
children who at the start of the trip are
1. Holidays (including cruises) outside the under 23 years of age and grandchildren
UK; or under 23 years of age.
2. Office-based business travel outside Helpful and Important
the UK; or
Information about this policy
3. Holidays within the UK, that include
This policy is included with your HSBC
two or more consecutive nights stay in
Jade bank account. Please read this booklet
pre-booked holiday accommodation or
carefully, keep it in a safe place and take
have prepaid flights or ferry crossings.14
it with you when you travel. It gives Automatic cover
you full details of what is covered, what This policy automatically applies for each
is not covered and the limits, excesses trip; this means you do not have to contact
and conditions of cover. It is the account us every time you book a trip, unless you
holders responsibility to ensure that need to tell the Medical Risk Assessment
all insured persons are aware of their Helpline about any change to a previously
responsibility and comply with all of the disclosed medical condition or the
policy conditions. If you do not comply, diagnosis of a new condition. Please also
we may refuse your claim or reduce your read ‘Information and changes we need to
cover in the event of a claim. know about’ below.
In respect of each trip taken during the Information and changes we need to
period of insurance, we will provide the know about
cover set out in this policy document You must take reasonable care to provide
provided: complete and accurate answers to the
questions we ask you. For example before
1. you are an account holder; you book a trip or travel, you may need to
tell the Medical Risk Assessment Helpline
2. you are a UK resident; about medical conditions not shown on the
“Accepted conditions” list. After becoming
3. in order to make any emergency medical
an account holder, you must make sure
claims or claims for cancellation or coming
that you tell the Medical Risk Assessment
home early due to medical emergencies,
Helpline if there are any changes in health.
you are registered with a doctor in the UK;
Please see the Your Health section of this
4. the trip begins after the date you policy for full details of what you need to
became an account holder; declare.
5. you have booked your return journey You also need to tell HSBC if you move
before leaving the UK, or if you have an address – if this means that you are no
open ticket, you have confirmed your longer a UK resident then all cover under
return date with the airline. this policy will end.
Children When we are notified of a change, we
Dependent children who at the start date of will tell you if this affects your policy, for
the trip are under 23 years of age are also example whether we are able to accept the
covered under this policy. change and if so, whether the change will
result in revised terms. If the information
Grandchildren provided by you is not complete and
Grandchildren who at the start date of the accurate we may:
trip are under 23 years of age are only
covered when travelling with the account 1. revise or amend the medical
holder or his/her partner. underwriting decision(s) for any declared
pre-existing condition(s), which may result
in the accepted condition being excluded; or15
2. refuse to pay any claim; or ® is no longer a UK resident;
® is believed to be or reasonably suspected
3. not pay any claim in full. by us to be acting fraudulently.
If you are in any doubt about Information 2. HSBC cancels the HSBC Jade bank
or Changes we need to know about, please account under one of the reasons set out
contact us. in the HSBC Jade bank account terms
and conditions.
Amendments to your cover
You may be able to upgrade from the If an insured person is on a trip at the
standard cover for extended trip duration of time an automatic termination event
up to 120 days. To check if this is possible occurs, all cover will cease when the
please call the Upgrade Helpline number trip ends.
shown on page 4 at the point of booking
your trip for further information and a Your cancellation rights
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 successfully
1. up to 14 days if any vehicle you are opened your HSBC Jade bank account,
travelling in breaks down, or any vehicle, or when you receive your travel insurance
vessel, train or aircraft in which you policy document, whichever is later.
are booked to travel as a ticket holding To cancel this policy at any time the
passenger is delayed or cancelled; or HSBC Jade bank account must be closed.
If it is not closed, this policy will remain in
2. for as long as medically necessary where
force until any of the automatic termination
you are claiming for emergency medical
events shown above occurs, or this policy
treatment under this policy.
is cancelled in accordance with the rights
Automatic termination of cover shown in the General Conditions section of
All cover under this policy will cease the Policy Wording.
automatically if:
To exercise your right to cancel, please
1. The account holder: contact HSBC or your HSBC Jade
Relationship Manager.
® closes their HSBC Jade bank account;
Use of language
® reaches 80 years of age (on joint
Unless otherwise agreed, the contractual
accounts cover continues for other
terms and conditions and other information
eligible members and other insured
relating to this policy will be in English.
persons until all account holders reach
80 years of age);16
Choice of law any nuclear waste from burning nuclear
The law of England and Wales will apply to fuel; or
this policy unless:
(b) The radioactive, toxic, explosive or other
1. You and the insurer agree otherwise; or hazardous properties of any explosive
nuclear assembly or part of an assembly; or
2. At the date of the contract the account
holder is a resident of Scotland, Northern (c) Pressure waves caused by aircraft and
Ireland, Channel Islands or the Isle of Man other aerial devices travelling at sonic or
in which case (in the absence of agreement supersonic speeds.
to the contrary) the law of that country will
apply. 3. Any claim for your death, injury, illness
or disability resulting from:
General Exclusions (a) Your suicide or attempted suicide; or
and Conditions (b) Your misuse of alcohol or drugs or
your consumption of alcohol or drugs
(These apply to the whole of this policy)
(other than drugs taken under medical
General Exclusions supervision and not for treating alcohol or
This policy does not cover the following: drug addiction) to an extent which causes
immediate or long-term physical or mental
1. Any consequence whatsoever which is impairment, including impairment to your
the direct or indirect result of any of the judgement causing you to take action you
following, or anything connected with would not normally have taken; or
any of the following, whether or not such
consequence has been contributed to by (c) Any exacerbation of an accepted
any other cause or event: medical condition caused by your misuse
of alcohol or drugs.
(a) War, invasion, act of foreign enemy,
hostilities or a warlike operation or operations 4. Any claim where during the trip, you
(whether war be declared or not), civil deliberately put yourself at risk of death,
war, rebellion, revolution, insurrection, civil injury, illness or disability (unless your life
commotion assuming the proportions of or is in danger or you were trying to save
amounting to an uprising, military or usurped human life).
power.
5. Any loss that is not specifically described
(b) Any action taken in controlling, in the stated terms and conditions, e.g.
preventing, suppressing or in any way we will not pay for loss of earning if you
relating to (a) above. are unable to return to work due to illness
or injury during your trip, or any payment
2. Claims directly or indirectly caused by: which you would normally have made
during your travels.
(a) Ionising radiation or contamination by
radioactivity from any nuclear fuel or from17
6. Any incident which happens after the (f) you taking part in an activity which is
trip duration limit has been reached. shown as excluded in the Your Activities
section;
7. Any claim for an incident which happens
during a trip that results from: (g) you taking part in exploration or
scientific expeditions or being a crew
(a) you riding or being carried as a member on a vessel travelling from one
passenger on a scooter, moped or country to another;
motorcycle:
(h) you climbing on to, on top of, or
(i) 125cc or under, unless you wear a jumping from any balcony railing, ledge or
crash helmet and, as a rider, you are fully wall, or climbing or moving across any
licensed to use such a vehicle in the UK; external part of a building or vehicle not
specifically designed for that purpose.
(ii) over 125cc, unless this is your mode
of transport from the UK and you wear a 8. Any claim resulting from a tropical
crash helmet and appropriate protective disease where you have not had the
clothing. As a rider you must be fully recommended inoculations and/or taken
licensed and insured to use this vehicle in the recommended medication.
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 which are recoverable from
complied with all laws applying to use of your travel and/or accommodation
that vehicle in the country you are visiting, provider or agent, your debit/credit card
for example you must wear a seatbelt company, PayPal, ABTA, ATOL (or similar
where this is required by law; organisation).
(d) your involvement in paid or unpaid (c) costs you have paid on behalf of
manual work or physical labour of any kind, persons not insured under this policy;
other than charity and conservation work
(see further limitations in the Your Activities (d) administration costs charged by your
section); travel and/or accommodation provider in
respect of obtaining a refund for unused
(e) business travel if your job is not wholly travel and accommodation.
an office based role and your trip involves
dealing with members of the public or any 10. Any claim because you do not feel like
tasks other than clerical or administrative travelling, or you are not enjoying your
duties; trip.18
11. Any claim in relation to any event, or coming home early due to medical
incident or circumstances, if at the time emergencies.
you opened your HSBC Jade Bank
Account or booked your trip (whichever 3. You must have taken reasonable care
is later), you knew that, or you could to provide complete and accurate answers
reasonably be expected to have known to the questions asked when you opened
that: your HSBC Jade bank account and before
you book a trip or travel make sure that
® the event or incident had already you have told us about any medical
occurred or was going to occur, or conditions as detailed in the Your Health
® the circumstances existed or were going section on page 21.
to exist
Please note that if you fail to tell the
and that the event, incident or insurer about medical conditions this could
circumstances could reasonably be invalidate this policy and could mean that
expected to affect your travel plans. part or all of a claim may not be paid. It is
therefore very important that you read the
12. You must report any loss or theft to Your Health section in this booklet.
the police as soon as reasonably possible
following discovery, and get a written report If the information provided by you is not
(where it is not possible to obtain a police complete and accurate, we may amend
report you must provide other independent the medical underwriting decision(s) for any
proof of the loss or theft, such as a letter declared pre-existing condition(s) which
from your transport company, hotel or may result in an accepted condition being
resort management). excluded, or refuse to pay any claim, or not
pay any claim in full.
13. We won’t cover any trip arranged to
give birth or to collect newly adopted or If you fail to notify us of any changes to
surrogate children. your health before a trip (as required in
the Your Health section of this booklet)
14. Any claim if you travel against the this could result in a previously accepted
advice of the FCDO or the government of medical condition being excluded.
any country to which you will travel, or
where you do not follow any advice or 4. Our right to cancel:
measures put in place by any government
or local authority in the UK or abroad, for HSBC may cancel this policy on our
example quarantine rules or curfews behalf by sending at least 30 days written
notice to your last known postal and/or
General Conditions email address setting out the reason for
1. You must have an HSBC Jade bank cancellation.
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;19
(b) where you fail to co-operate with damage. You must take the same level of
us or provide us with information or care as you would if you did not have this
documentation we reasonably require and policy.
this affects our ability to assess a claim
or defend our interests. See the General 7. If we make a payment before cover is
Conditions 7, 8, and 10 below; confirmed and our claims investigation
reveals that no cover exists under the terms
(c) where you have not taken reasonable of this policy, you must pay us back any
care to provide complete and accurate amount we have paid, which you are not
answers to the questions we ask as covered for.
required in the ‘information and changes
we need to know about’ section in this 8. You must tell us as soon as possible
policy booklet and General Condition 3; after becoming aware of any circumstances
which may lead to a claim under this
(d) where HSBC decide to offer this policy policy. You must also tell us if you are
through an alternative provider as provided aware of any legal proceedings, summons
for in General Condition 18. or prosecution. You must send us every
communication relating to a claim as soon
HSBC may also cancel this policy in as reasonably possible.
accordance with the HSBC Jade bank
account Terms and Conditions. Please refer 9. You, or any person acting for you, must
to this document for further details. not negotiate, admit or reject any claim
without our permission in writing.
5. Claims fraud:
10. We may refuse to pay any expenses for
In order to prevent and detect fraud which you cannot provide receipts or bills.
HSBC and the insurer may at any time
share information about you with other 11. You or your legal representative must
organisations and public bodies including pay for any certificates, information and
the police. You should show these notices evidence, which we may need. When there
to anyone who has an interest in is a claim for injury or illness, we may ask
this policy. for, and will pay for, any insured person to
be medically examined on our behalf.
If your claim is in any way dishonest or
exaggerated we will not pay any costs 12. If, at the time of an incident which
or benefits under this policy and we results in a claim under this policy, there is
may cancel this policy immediately and any other insurance covering the same loss,
backdate the cancellation to the date of damage, expense or liability, we are entitled
the fraudulent claim. We may also report to approach that insurer for a contribution
you to the police and/or take legal action towards the claim, and will only pay our
against you. share. This condition does not apply to
the Accidental Death and Permanent
6. You must take all reasonable precautions disability benefit or Medical Inconvenience
to protect yourself and your property benefits under the Emergency Medical and
against any accident, injury, theft, loss or Associated Expenses section.20
13. Where an insured person holds more When doing so we will only consider one
than one HSBC Jade account, only one or more of the following:
travel insurance policy will apply. As such
we will only pay out once per insured (a) our experience and expectations of the
person for the same event. cost of providing this product and/or other
Aviva products of a similar nature;
14. We are entitled to take over and carry
out in your name the defence or settlement (b) information reasonably available to
of any legal action. We may also take us on the actual and expected claims
proceedings at our own expense and for experience of insurers of similar products;
our own benefit, but in your name, to
recover any payment we have made under (c) widely available economic information
this policy to anyone else. such as inflation rates and exchange rates.
15. If you make a medical claim you may Additionally, we can, at any time and
be asked to provide consent to enable after taking a fair and reasonable view,
us to access your medical records. This make changes to this policy’s terms and
will help the treating doctors, and us, to conditions:
provide you with the most appropriate
(a) to reflect changes (affecting us or
treatment and assess whether cover
this policy) in the law or regulation or
applies. If you do not agree to provide this
the interpretation of law or regulation, or
we will not deal with your claim.
changes in taxation;
16. Following the expiry of your statutory
(b) to reflect decisions or recommendations
cooling off period (14 days commencing
of an Ombudsman, regulator or similar
on the date you take out the account or
person, or any code of practice, with which
the date on which you receive the policy
we intend to comply;
documents (whichever is the later)), you
continue to have the right to cancel this (c) in order to make this policy clearer and
policy at any time by contacting HSBC or fairer to you or to rectify any mistakes that
your HSBC Jade Relationship Manager. may be discovered in due course.
17. We can, at any time and after taking Changes (together with the reasons for
a fair and reasonable view, but no more such changes) will be notified to you in
than once in any six month period make writing at least 30 days in advance.
changes to this policy’s terms and
conditions, to reflect changes in our 18. HSBC may cancel this policy on our
expectations of the future likely cost of behalf and may offer cover with another
providing cover. Policy cover may increase provider. If this happens HSBC will contact
or decrease, but the changes will not be you by sending 30 days’ notice to your last
made for the sake of recouping past losses. known postal and/or email address.21
Your health – cover When do you need to tell us?
® Before booking any trip
and exclusions for If you wish us to consider covering
medical conditions medical conditions you have that are not
shown on the ‘Accepted conditions’ list,
Please read this section carefully you need to contact us before booking
This policy is not a general health or any trip.
private medical insurance policy and will
only cover sudden and unexpected illness When you call us, we will assess your
or accidents. medical condition(s) and tell you whether
or not we are able to cover the condition(s).
Medical Condition means:
Any illness, disease or injury that you have ® After booking a trip but before
had in the 12 months prior to booking a travelling
trip(s) where you have:
If after the trip has been booked you
® been prescribed medication; and/or are referred to a consultant/specialist or
® received or are awaiting, medical admitted to hospital, you will be covered
treatment, tests or investigations and/or for cancellation of your trip and we will
® been referred to, or had follow up with a pay travel costs you had paid before this
specialist and/or happened. If you still wish to travel you
must call us and we will tell you if we
® been admitted to hospital or had surgery.
are able to cover the condition. If we are
What do you need to tell us? unable to cover the condition but you still
If an insured person has any medical wish to go on the trip, we will not cover
condition other than those shown as an any claim relating to that condition.
‘Accepted condition’ on page 22 and you
If you booked your trip before opening
wish us to consider covering the medical
your account, you should call us as soon
condition(s), you need to call us on
as possible to find out if your medical
0800 404 6776.
condition(s) can be covered for the pre
Please note – medical conditions are booked trip.
not covered by this policy unless:
Accepted conditions
® you only have ‘Accepted conditions’ If these are the only medical conditions
shown on page 22 or you have and none of the restrictions or the
® we have been told about them and have Health exclusions listed below apply, you
confirmed in writing that they have been will be automatically covered by this policy
accepted. and we do not need to know about them.22
However, if you have a medical condition ® Impetigo
that is not on the list, or the restrictions/ ® Irritable bowel syndrome (IBS)
exclusions apply to you, you must tell us ® Joint replacement (no dislocation of
about all medical conditions you have, replacement joint)
including any shown on the list below. ® Macular degeneration
If you are in any doubt please call us on ® Migraine (confirmed diagnosis, no
0800 404 6776. ongoing investigation)
® Minor infections (treated with no more
® Allergy/Anaphylaxis (no hospital than one course of antibiotics)
admissions in last two years) ® Osteoporosis (no back or neck fractures)
® Arthritis (no back or neck problems) ® Peptic ulcer
® Asthma (no nebulisers or oxygen at ® Polymyalgia rheumatica
home and no hospital admissions in the ® Psoriasis
last 12 months) ® Retinopathy (not a link to diabetes)
® Benign prostatic enlargement ® Sinusitis
® Broken bone/fracture (not head or spine) ® Soft tissue injury/tendon injury/sprain
® Cataracts ® Tinnitus
® Chicken pox ® Tonsillitis
® Constipation ® Vertigo
® Common cold/influenza
® Cystitis Health exclusions
® Diabetes (no complications for example 1. There is no cover for any claim arising
retinal, kidney or nerve damage) directly or indirectly from the following:
® Diarrhoea and/or vomiting
(a) Any medical condition unless it is
® Dislocated joint (not following a knee/hip shown as an ‘Accepted condition’ or we
replacement) have been told about it and we have
® Eczema/dermatitis accepted it in writing.
® Essential tremor
® Fungal nail infection (b) Any symptoms that you were aware of,
® Gastric reflux prior to booking a trip, for which you have
sought but not yet received a diagnosis.
® Glaucoma
® Gout (c) Any medical condition for which you
® Haemorrhoids were not taking the medication prescribed
® Hayfever to you.
® Hernia
® High/low blood pressure (d) Travelling against the advice of a doctor
or purposely travelling without medical
® High cholesterol
advice when it was reasonable for you to
® Hypothyroidism (underactive thyroid)
have consulted a doctor.23
(e) Travelling with the intention of seeking
medical treatment.
Cancelling or coming
Reciprocal Health Agreements
home early
(Residents of England, Scotland, Wales If you unavoidably have to cancel your
and Northern Ireland only) trip or come home early, we will pay for
The UK has reciprocal healthcare the following:
agreements with a number of countries
and territories worldwide. If you are a UK ® unrecoverable costs that each insured
resident, these agreements mean that you person has paid or legally has to pay
may be entitled to urgent medical treatment for their own unused personal travel
at a reduced cost, or in some cases for and accommodation (including pre-paid
free. We strongly recommend that you excursions and green fees);
check if the country you are travelling to
has a reciprocal health agreement in place and/or
and what the requirements are before
you leave the UK, you can find more ® Additional travel costs (if you cannot
information on-line at www.nhs.uk and use your return ticket), and/or
search for Healthcare abroad. accommodation costs (of a similar
standard you had booked for your trip)
Medicare necessary to allow you to come
(Residents of England, Wales, Scotland and home early.
Northern Ireland only)
We will only consider claims for your costs
If you require medical treatment in which are unrecoverable from your travel
Australia, you must enrol with a local and/or accommodation provider or agent,
Medicare office. You do not need to enrol your debit/credit card company, PayPal,
on arrival but you must do this after the ABTA, ATOL (or similar organisation).
first occasion you receive treatment.
In-patient and out-patient treatment at The most we will pay for each insured
a public hospital is then free of charge. person is:
Details of how to enrol and the free
® £10,000 for personal travel and
treatment available can be found at
accommodation costs;
humanservices.gov.au by searching for
Medicare forms. ® £750 for excursions;
® £250 for green fees.
If one of the following occurs:
1. You are injured, fall ill, are quarantined
or die.24
2. A close relative, close business (b) a Foreign, Commonwealth and
colleague, or the person you were going Development Office advisory notice is in
to stay with is seriously injured, falls place advising against all travel or all but
seriously ill or dies. essential travel to your destination or the
FCDO are advising British citizens to leave
3. Your home is badly damaged by the area in which you are staying.
explosion, fire, landslide, flood or severe/
adverse weather. Or you choose not to travel or continue
your trip because;
4. The police need to speak to you because
your home or place of work has been (c) your accommodation is directly affected
burgled. by a food poisoning outbreak;
5. Severe/adverse weather prevents you (d) a terrorist attack happens within a
from leaving your home, reaching your 50-mile radius of your pre-arranged
point of international departure or your accommodation and you do not wish to
pre-booked holiday accommodation in travel or you wish to return home early.
the UK.
9. Your transport operator, accommodation
6. Delay or cancellation of your pre-booked provider or their booking agents become
transport prevents you from leaving the UK insolvent.
on your outward journey, and the carrier
or their handling agent is unable to provide 10. You are denied boarding because there
suitable alternative travel arrangements are too many passengers for the seats
within 24 hours of the date and time of the available and no suitable alternative flight
scheduled departure as shown on your could be provided within 12 hours.
ticket/itinerary.
You can also cancel your trip if one of the
7. You are a member of the Armed following occurs:
Forces, Police, Ambulance, Fire, Nursing
Services or an employee of a Government (a) you are made redundant;
Department and authorised leave is
(b) you are called for jury service or as a
cancelled due to an unexpected posting or
witness in a court of law during your trip.
a major incident in the UK.
You will also be covered if your travelling
8. In the 31 days before your departure
companion has to cancel the trip or come
date, or while you are on your trip:
home early for one of the reasons listed
(a) an avalanche, earthquake, explosion, above.
fire, landslide, flood or severe/adverse
Special conditions
weather renders your accommodation
(a) All claims resulting from illness, injury,
uninhabitable or unreachable;
quarantine or death must be supported
by medical reports, or a death certificate
(or both). Medical reports must be obtained25
at the time of the incident and indicate (c) You must provide written confirmation
the necessity to cancel the trip or come from the accommodation provider and/
home early. or local or national authorities that the
accommodation was uninhabitable and the
(b) You must provide written confirmation reason for this, and that they were unable
from the carrier or their handling agent of to offer suitable alternative accommodation
the actual date and time of the planned of a similar standard.
departure and reason for the cancellation
or delay, and that they were unable to offer (d) If you need to come home early but
suitable alternative travel arrangements have not already purchased a return ticket,
within 24 hours of your scheduled we will deduct the cost of an economy
departure. flight from any costs we incur in bringing
you home.
(c) Where you have been prevented from
reaching your point of international (e) If you cannot use your return ticket and
departure or pre-booked holiday we pay additional travel costs to allow you
accommodation in the UK due to severe/ to come home early, your unused travel
adverse weather, you must provide ticket will then belong to us.
evidence that travel was not possible, such
as local police, press or travel reports. Excess
We will not pay the first £50 for each
(d) If your leave is cancelled, or you are insured persons claim. However, if two
made redundant, you must provide written or more insured persons claim under this
confirmation from your employer. section the maximum excess will be £100.
(e) If you are called as a witness or for In the event of a claim for loss of deposit
jury service you must provide written only, we will not pay the first £20 of each
confirmation. insured persons claim.
(f) If you are denied boarding you must What is not covered
provide proof that your carrier was unable (a) Anything mentioned in the General
to offer you suitable alternative travel Exclusions and Health Exclusions in the
arrangements. Your Health section.
If you have to come home early: (b) Any claim where, at the time of opening
your HSBC Jade Bank Account or booking
(a) If you need to come home early and a trip (whichever is later), you knew that
intend to make a claim you must phone an illness or injury of a close relative,
the Emergency Medical Assistance Helpline travelling companion or person you were
immediately. going to stay with, could reasonably be
expected to affect your travel plans.
(b) All claims must be supported by
documentary evidence that you have been
unable to obtain a refund from the travel
and/or accommodation provider.26
If you have to cancel your trip:
Travel Disruption
(a) Any claim due to severe/adverse
weather where you have not allowed Travel delay
sufficient time to reach your point of If your pre-booked transport is delayed we
international departure taking into will pay £50 for every full 12 hour period
account the weather forecast for your your transport is delayed. If your transport
journey. on your outward journey from the UK is
delayed for more than 24 hours, you can
(b) Any claim where the carrier or handling cancel your trip, please see page 23.
agent has offered suitable alternative travel
arrangements within 24 hours of the date For each insured person the most we will
and time of the scheduled departure as pay is £250.
shown on the ticket/itinerary.
Missed departures – this benefit does
(c) Any claim for dismissal, misconduct, not apply to trips taken within the UK
resignation or voluntary redundancy. If you miss your pre-booked transport
due to;
(d) Any claim for redundancy if you or
your travelling companion knew of the (a) delay or cancellation of scheduled public
redundancy at the time of opening your transport services or a connecting flight; or
HSBC Jade bank account or booking your
trip (whichever is later) or where you (b) accidental damage to, or breakdown of
cannot provide written evidence that the the vehicle in which you are travelling; or
reason you or your travelling companion
left the job was due to redundancy. (c) an unexpected delay caused by severe/
adverse weather or a road traffic incident
If you have to come home early: ahead of you
(a) Any claim for coming home early which we will pay for additional travel and
was not authorised by our Emergency accommodation costs you incur to reach
Medical Assistance provider. your destination abroad or home on your
return journey.
(b) Any claim for coming home early
due to Foreign, Commonwealth and For each insured person, the most we
Development Office advice where this will pay is £1,000.
advice was already in place prior to your
departure from the UK. Alternative travel arrangements
If you have to make alternative travel
(c) Any claim for coming home early after arrangements as a result of:
you have chosen to move to alternative
accommodation. 1. the public transport on which you are
booked to travel from or to your home
(d) Any claim where you knew, prior to
territory being cancelled or delayed for at
departure, that you may need to come
least 12 hours, diverted or redirected after
home early.
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