Key features of Life and Critical Illness Insurance

Transcription

1 Key features of Life and Critical Illness Insurance Life and Critical Illness Insurance provided by Aviva Santander UK plc sells Aviva Life and Critical Illness Insurance

2 Insurance Key Features Life and Critical Illness Insurance Life and Critical Illness Insurance is provided by Aviva and brought to you in association with Santander, who sell Aviva life insurance products which include the Life and Critical Illness Insurance policy. Any references to we, us or our refer to Aviva unless stated otherwise. You can use this policy to cover up to two people usually yourself and your partner, spouse or civil partner. Once you ve taken out your policy, we will send you a policy schedule which shows what is included and who is covered. This key features document has been written on the basis that critical illness cover is included. However, critical illness cover may be removed during the application process, if you decide that you don t want it or if we decide that we can t include it in your policy because of your personal circumstances. Is it right for me? Yes, if you: n Want the peace of mind that a cash lump sum will be paid out if you die or are diagnosed with a terminal illness during the policy term. n Want to receive a cash lump sum if you are diagnosed, during the policy term, with a critical illness that is covered by the policy (if critical illness cover is included). No, if you: n Want a regular income to cover your monthly expenses if you re ill or injured. n Want a whole of life policy, which means you want to be covered for the rest of your life. n Want to be able to stop your policy and get your money back. What to do next: Please ensure you read the key features document for further information. If you re not sure whether this product is suitable for you, your Santander adviser will be happy to help you with any questions. Cover to suit your needs You can choose from three types of Life and Critical Illness Insurance: Level cover Mortgage decreasing cover Family decreasing cover This cover is often used to help pay off an interest only mortgage. It can also be used to protect your family. The cash lump sum we ll pay stays the same throughout your policy term. This cover is used to help pay off a repayment mortgage. The cash lump sum we ll pay decreases each month broadly in line with the amount outstanding on a capital and interest mortgage. It reduces by a fixed monthly interest rate. This cover is used where you want to protect your family by providing a cash lump sum that could be used to meet future expenditure. The cash lump sum we ll pay decreases each year. It reduces by a fixed amount based on your policy term. The cash lump sum can be used to help protect your family and/or your mortgage: n If you want to protect your family, the cash lump sum we pay can be used to help your loved ones maintain their lifestyle. n If you want to protect your mortgage, the cash lump sum can be used to help pay off some, or all, of your outstanding mortgage. If this is how you want to use your policy, please make sure you read the extra information in the mortgage cover section later in this document. n Alternatively, if you make a claim on diagnosis of a critical illness or terminal illness, the cash lump sum could be used to help ease money worries and allow you to concentrate on looking after yourself and enjoying time with your loved ones. 02

3 Key features The Financial Conduct Authority is a financial services regulator. It requires us, Aviva, to give you this important information to help you to decide whether our Life and Critical Illness Insurance is right for you. You should read this document carefully so that you understand what you are buying, and then keep it safe for future reference. Its aims n To pay out a cash lump sum if you die before your policy ends; or n To pay out a cash lump sum if you re diagnosed with a terminal illness before the last 12 months of your policy, and you re not expected to live more than 12 months; or n Where critical illness cover is part of your policy, to pay out a cash lump sum if you are diagnosed with one of the critical illnesses we cover before your policy ends. Your commitment n To answer the questions on your application correctly to the best of your knowledge. n To pay us your regular premiums for a set number of years, or until you die or are diagnosed with a terminal illness or critical illness, if earlier. n To tell us if any of the information you give us changes in the time between you completing your application and when we confirm that your cover will start. Risks n If you don t pay your premiums, your policy and your cover will end 30 days after your last premium was due. n If your policy ends because you haven t paid your premiums, you won t get any money back. n If you don t give us all the information we ve asked for, or if you give us incorrect information on your application, we may not be able to pay out when you make a claim and your cover may be cancelled. n If you decide to end your policy, you won t get any money back as the policy has no cash-in value. 03

4 Insurance Key Features Questions and answers What is Life and Critical Illness Insurance? It s an insurance policy that provides you with life cover and for an additional premium, you can also choose to include critical illness cover. Life cover pays out a cash lump sum if you die. Life and critical illness cover pays out a cash lump sum if you either die or are diagnosed with a critical illness that meets our policy definition and then survive for at least 14 days. We only cover the critical illnesses we define in our policy, and no others. Alternatively, under both types of cover, we could pay out a cash lump sum if you re diagnosed with a terminal illness before the last 12 months of your policy and you re not expected to live more than 12 months. Where critical illness cover is part of your policy, we ll also include: Additional critical illness benefit n This means you are also covered for a limited benefit if you are diagnosed with one of the specified additional critical illnesses we define in our policy. Children s critical illness benefit n This means your children are covered if they are diagnosed with one of the specified critical illnesses or additional critical illnesses we define in our policy. Who can take out the policy? n When you start your policy you must be aged between: 18 and 59 if critical illness is included; 18 and 54 if waiver of premium option is included; 18 and 89 if critical illness and waiver of premium option are not included. n The policy can last between one and 40 years, but it has to stop: before you reach age 76 if critical illness and/or waiver of premium option are included; or before you reach age 91 if critical illness and waiver of premium option are not included. n If critical illness is included, the maximum amount of cover you can have is 2,000,000. This includes other policies with Aviva which include critical illness cover. What s included? n We include life cover for you, and any other person insured on the policy. n We include terminal illness benefit for you, and any other person insured on the policy, if the policy has a term of over 12 months. n In addition, you are also covered for a list of specified critical illnesses defined in our policy terms and conditions, unless critical illness cover has been removed. If you re unsure whether this is included on your policy, please check your policy schedule. n Where critical illness benefit is included we ll automatically include additional critical illness benefit and children s critical illness benefit. Protection Promise (underwriting cover) n We also include up to 90 days free life cover from the date we receive your application to when we make a decision. n We ll cover you for up to 1,000,000 across all Aviva applications, or the amount of life insurance you ve asked for on your application, whichever is lower. This means that where two people have applied for life insurance, each life insured is covered for the lower of 1,000,000, or the amount being applied for. n Your underwriting cover ends on the earliest of: 90 days from the date we received your application; or 10 days after we confirm our decision to accept you; or the day we postpone or decline your application. n Underwriting cover is intended to provide security and protection against the unexpected. This means it doesn t provide cover if your death results from a suicide or any medical condition that you had when you applied for your policy. In addition it does not cover any critical illness. n Your underwriting cover and policy will be invalid if you have not provided us with complete and accurate information on your application. It s also really important to keep us informed of any changes in your health or medical history prior to your application being accepted or Aviva providing you with our decision or starting cover. n Until we confirm you have Protection Promise (underwriting cover) it can be altered or withdrawn at any time. 04

5 What critical illnesses and additional critical illnesses are covered? The complete list of conditions we cover is set out below. These headings are only a guide to what is covered. The full definitions of the illnesses covered and the circumstances in which you can claim are given in the policy. These typically use medical terms to describe the illnesses but in some cases the cover may be limited. For example: Critical illnesses at a glance: n Some types of cancer are not covered. n To make a claim for some illnesses, you need to have permanent symptoms. It s important to familiarise yourself with the full definitions so that you understand them. These are included in appendix B and appendix C in the policy terms and conditions. Alzheimer s disease or pre-senile dementia before age 65 Aorta graft surgery resulting in permanent symptoms for disease or trauma Aplastic anaemia Bacterial meningitis Benign brain tumour resulting in permanent symptoms or requiring invasive surgery Benign spinal cord tumour Blindness Cancer Cardiomyopathy Coma permanent and irreversible excluding less advanced cases resulting in permanent symptoms Coronary artery by-pass grafts Creutzfeldt-Jakob disease Deafness permanent and irreversible Encephalitis Heart attack Heart valve replacement or repair HIV infection Intensive care Kidney failure caught in the European Union, Andorra, The Channel Islands, The Faroe Islands, Gibraltar, The Isle of Man, Liechtenstein, Norway, Monaco, San Marino, Switzerland, Vatican City, USA, Canada, Australia or New Zealand from a blood transfusion, a physical assault or at work requiring mechanical ventilation for 30 consecutive days requiring dialysis Liver failure Loss of hand or foot permanent physical severance Loss of independent existence Loss of speech permanent and irreversible Major organ transplant Motor neurone disease resulting in permanent symptoms 05

6 Insurance Key Features Critical illnesses at a glance continued: Multiple sclerosis Multiple system atrophy Paralysis of a limb Parkinson s disease before age 65 Pneumonectomy Primary pulmonary hypertension Progressive supranuclear palsy Pulmonary artery surgery Rheumatoid arthritis Severe lung disease Stroke Structural heart surgery Systemic lupus erythematosus Third degree burns Total permanent disability before age 65 Traumatic head injury with persisting symptoms total and irreversible resulting in permanent symptoms removal of a complete lung resulting in permanent symptoms covering at least 20% of the body s surface area or covering at least 20% of the surface area of the face or head A full definition of total permanent disability can be found in appendix B of the policy terms and conditions resulting in permanent symptoms Additional critical illnesses at a glance: Carcinoma in situ of the breast Crohn s disease Low grade prostate cancer Removal of an eyeball Significant visual impairment requiring surgery to remove the tumour treated with intestinal resection with specified treatment What else is included? Additional critical illness benefit We ll pay out 20,000 or 20% of the life insurance amount, whichever is lower, where you are diagnosed with a specified additional critical illness that we cover, and survive for at least 14 days after meeting the relevant definition. Only one claim can be made for each of these additional critical illnesses by a life insured. Claims paid will not affect the amount that can be later claimed under the critical illness benefit. Children s critical illness benefit If you are covered by critical illness under the policy, your children (natural, step or legally adopted) as well as any future children are covered from age 30 days until their 18th birthday or 21st birthday if in full time education, at the date of diagnosis. We cover children for the same illnesses listed, apart from total permanent disability. We ll pay out 25,000 or 50% of the life insurance amount, whichever is lower, where your child is diagnosed with a specified critical illness or additional critical illness that we cover, and survives for at least 14 days after meeting the relevant definition. We can only pay out once for each child but your policy will continue after we ve made a payment so that your cover, and the cover for any other child, carries on. Other benefits that can be included If we accept your policy on our standard terms, it will automatically include a range of other features. 06

7 Life change benefit n If your circumstances change, our life change benefit lets you take out more cover without giving us any extra underwriting information. n You can increase your sum insured by up to 100%. The maximum additional amount you can take out is 200,000 or the original sum insured, whichever is lower. n You can use the life change benefit whenever your circumstances change before you reach age 55, or the additional cover you have reaches the maximum sum insured, outlined above. n You can use this benefit for the following life changes: Getting married or entering into a civil partnership Divorce, dissolution of civil partnership or separation Buying your first home Moving house Improving your home Buying a second home Having or adopting a child Your child/children starting higher education Salary increase of 20% or more. n The new policy we set up with the additional cover for life change benefit: Can be on a level or decreasing cover basis Can be on one or both lives, if the original policy is held jointly If the original policy is on a single life basis, this must be for the same life insured Does not have to be the same term as the original policy Must end before your 70th birthday Will be a life insurance policy or a life insurance and critical illness insurance policy Will include separation benefit, if held jointly with another person Can include waiver of premium, if included on your original policy Can include critical illness (and therefore additional critical illness), if included on your original policy Won t include the life change benefit or the replacement benefit Won t include indexation, even if this was on your original policy Can t be taken out if you re making a claim or are eligible to make a claim for waiver of premium, terminal illness benefit, critical illness benefit, additional critical illness benefit or death benefit. n If you want to use our life change benefit, you will need to do this within 90 days of your life change event and we ll need evidence of what s changed. For example, in the case of having a child, we ll need to see a birth certificate. n The new policy(s) will be subject to the premium rates in force at the time of the application for your age, and policy terms and conditions applicable when you take out the new policy(s). Replacement benefit n If you ve got a joint policy, the policy will end when one of you dies or you claim on diagnosis of a critical illness (if covered) or terminal illness, and we pay out. However, by using the replacement benefit, the remaining policyholder can take out a new single policy without any further underwriting. n You can only use this benefit before you reach age 55 and within 90 days of the claim being accepted. n The new policy: Can cover you for your original sum insured or up to 50,000, whichever is lower Can be on a level or decreasing basis Can include waiver of premium, if included on your original policy Can t end later than the original policy, but can end earlier Won t include the life change, replacement or separation benefit Won t include indexation or critical illness (including additional critical illness), even if this was on your original policy Can t be taken out if the remaining life insured is claiming or is eligible to claim for waiver of premium, terminal illness benefit, critical illness benefit or additional critical illness benefit. n The new policy will be subject to the premium rates in force at the time of the application for your age, and policy terms and conditions applicable when you take out the new policy. Separation benefit n If you ve got a joint policy, you can use our separation benefit to divide it into two single policies if you separate. n For example, if you took out the joint policy to cover your mortgage, you can split it into two policies to cover new mortgages. n You can only use this benefit before you reach age 55 and within 90 days of your separation. n The new policies: Can be on a level or decreasing cover basis 07

8 Insurance Key Features 08 Can include indexation, if included on your original policy Can include waiver of premium, if included on your original policy Can include critical illness cover (and therefore additional critical illness cover), if included on your original policy Can cover each of you for up to the same amount as the original policy Do not have to be the same term as the original policy Must end before your 70th birthday Won t include the life change benefit Can t be taken out if you re making a claim or are eligible to make a claim for waiver of premium, terminal illness benefit, critical illness benefit, additional critical illness benefit or death benefit. n If you want to use the separation benefit, you ll need to give us evidence of the separation and/or the changes to your mortgage. n The new policies will be subject to the premium rates in force at the time of the application for your age, and policy terms and conditions applicable when you take out the new policies. What options can I add to my policy? n In addition to critical illness cover, we have two other options that you can choose to add on to your policy. Each additional option you choose will increase your total premium. Waiver of premium n If you choose waiver of premium, we ll pay your premiums if you can t work because you re ill or injured. This means you won t have to cancel your policy if you can t afford the premiums, so you ll still be covered. n To be eligible for waiver of premium when you start the policy, you need to be in gainful employment. This means you re not a houseperson or unemployed. n If you have a joint policy, you can choose to add waiver of premium for one or both lives insured. n You can only choose waiver of premium if you re aged between 18 and 54 when you take out your policy. You can take waiver of premium off your policy at any time, but you can only choose it when you start your policy. n When we assess a claim for waiver of premium, we look at whether you re unable to work based on your own occupation; this means your trade, profession or type of work you do for profit or pay. It is not a specific job with any particular employer, is irrespective of geographical location and the availability of work. We will look at whether you are unable to perform the duties of this occupation. n If you are unemployed or are a houseperson when you make a claim, we assess whether you re unable to perform certain work tasks (e.g. walking, lifting or bending) or suffering from one of the serious conditions we cover. For more information please see your policy terms and conditions. n We ll start paying your premiums when you have been unable to work, or, if you re unemployed or a houseperson, you have been unable to perform two work tasks or suffered from the serious condition for three consecutive months. This is known as the deferred period. n We ll finish paying a waiver of premium claim when one of the following happens: your policy ends you are physically able to go back to your occupation or you begin a different occupation you are able to perform the tasks again or recover from the serious condition we pay out a cash lump sum because you die, or you ve been diagnosed with a terminal illness or critical illness. Indexation n If your policy gives you level or family decreasing cover, you can choose to automatically increase the cash lump sum we ll pay so that the amount you receive if a claim is made isn t reduced by the effects of inflation. n You can only choose to include indexation when you take out your policy. n If you choose the indexation option, and your policy includes critical illness cover, the maximum amount of cover you can have when you start your policy is 500,000. Where critical illness cover isn t included, the maximum amount of cover you can have when you start your policy is 2,500,000. This includes other Aviva life insurance policies with indexation. Level cover: The cash lump sum we ll pay out will increase each year in line with increases in the Retail Prices Index to a maximum of 10%. Your premium will increase based on a rate of 1.4 times the percentage increase in the Retail Prices Index. The premium will not increase by more than 14%. We ll write to you to let you know what your new premiums will be. If you re not happy with the increased premium, you don t have to take up the increased cover. Instead, you can choose to keep your cover, and your premiums, at the same level for that year. This means that you can take an annual indexation holiday and indexation will be reinstated in the next annual review letter that we issue. Alternatively, you can choose to completely remove indexation from your policy. However, please remember that you will not then be able to add it back. Family decreasing cover: Although you have selected for your amount of cover to decrease over the term of your policy, by including the indexation option you are able to

9 reduce the effects of inflation on the cash lump sum that we will pay. This is possible because if you make a claim the amount that you will receive will be increased in line with the rise in the Retail Prices Index from the start of the policy, to the policy anniversary before you made a claim. Your premiums will stay the same throughout your policy. Indexation cannot be removed from family decreasing cover. Can I make changes to my policy? n Your policy offers some flexibility, so this means that you can change: how long you want your cover to last the amount, and type, of cover you ve got the options you want to include. n Depending on the type of change you make, we may change or replace your original policy, or you may have to take out a new policy. We may also need you to give us some medical information. n You should review your cover to ensure that it remains adequate over time. When will the policy pay out? n If you die before the policy ends; or n If you ve got 12 months or more left on your policy and you re diagnosed with a terminal illness; with less than 12 months to live; or n If critical illness cover is included on your policy; you re diagnosed with a critical illness or additional critical illness that meets our policy definition before the policy ends and survive for at least 14 days; or n If critical illness cover is included on your policy; a child is diagnosed with a critical illness or additional critical illness that meets our policy definition and survives for at least 14 days. We only pay out once, so if you make a claim for death, terminal illness or critical illness, your policy will end. If a claim is paid for children s critical illness or additional critical illness, your policy will continue. When will the policy not pay out? We won t pay out if: n You don t provide any documents or evidence to support your claim. n You haven t paid your premiums. n You gave us incorrect or incomplete information on your application, if this affects the cover we provide. n You die outside of the policy term. We won t pay a critical illness or additional critical illness claim if: n The claim is for a critical illness or additional critical illness which we don t cover. n The claim is for one of the critical illnesses or additional critical illnesses listed below and results from criminal acts, or self-inflicted injury: Blindness Coma Deafness Loss of hand or foot Loss of independent existence Loss of speech Paralysis of a limb Removal of an eyeball Third degree burns Traumatic head injury Total permanent disability before age 65. n You are diagnosed with a critical illness or additional critical illness outside of the policy term. n You, or in the case of children s critical illness, the child, dies within 14 days of being diagnosed with a critical illness or additional critical illness. n In the case of additional critical illness, the policy has ended due to a successful claim for the life insured for death, terminal illness or critical illness. In addition, we won t pay a child s critical illness claim if: n The child s critical illness or additional critical illness was present at birth, whether diagnosed or not. n The child had symptoms of the critical illness or additional critical illness before they were covered by the policy. n The policy has ended due to a successful claim for the life insured for death, terminal illness or critical illness. We won t pay a terminal illness claim if: n You re diagnosed with a terminal illness in the last 12 months of your policy and/or you re expected to live for more than a year. We won t pay a waiver of premium claim if: n We don t cover the reason why you re unable to work. n You don t meet our definition of incapacity. 09

10 Insurance Key Features n You re unable to work because of alcohol or drug misuse, criminal acts or self-inflicted injury. n You re living outside the European Union, Andorra, The Channel Islands, The Faroe Islands, Gibraltar, The Isle of Man, Liechtenstein, Norway, Monaco, San Marino, Switzerland, Vatican City, USA, Canada, Australia or New Zealand for more than 13 consecutive weeks in any 12 months. What will my premiums be? n Your illustration gives you an idea of how much you ll need to pay for the amount of life and critical illness cover you ve chosen. This amount may change when we ve made our final decision on your application. n Your premiums are based on the cover you choose and your personal circumstances. n The options you choose will also affect how much you pay. n You pay your premiums monthly by Direct Debit. Guaranteed premiums n Your premiums are guaranteed to stay the same unless your policy gives you level cover and you choose indexation. In this case, your premiums may increase each year. We ll write to you to let you know what your new premiums will be. What about tax? n The cash lump sum we pay out on death, terminal illness and critical illness (including additional critical illness) is currently free from income and capital gains tax. n It may be subject to inheritance tax, unless you put your policy in trust. If you need more information on trusts, please ask your Santander adviser for further details. n Tax rules may change in the future. Can I change my mind? n You can change your mind within 30 days from the later of: The date you sign our declaration. The day you receive your policy schedule. n If you decide you don t want the policy, we ll give you your money back, if you change your mind within 30 days. n You ll be sent a cancellation notice which will include a phone number that you can call and an address you can send it to if you change your mind about your policy. Alternatively, you can contact us at the Aviva address given overleaf. n Your policy will continue if we don t receive your cancellation notice within 30 days. Mortgage cover n If you re using your policy to cover your mortgage and you have taken decreasing cover, it will automatically include: Repayment guarantee n We guarantee that the cash sum we pay will pay off the outstanding mortgage amount covered by the policy when you die or make a claim on diagnosis of a terminal illness, or critical illness (where critical illness cover is part of your policy), if all of the following apply: the yearly mortgage interest rate at the time the policy is taken out is under 10% the difference between the life cover amount and the outstanding mortgage is due solely to a higher rate of interest being charged on the mortgage than the interest rate used in our calculations the amount of cover at the start of the policy is at least the size of the mortgage (or the part of the mortgage the policy covers) this policy does not end before your mortgage. This is called the repayment guarantee. Protection Promise (house purchase cover) n We ll automatically give you free life insurance cover between when you exchange contracts and when your house purchase is completed. (In Scotland we will provide the free cover from when missives are completed for the property until the date of entry.) n Your cover will begin once you ve been accepted and have given us a start date (the date of completion), provided that you have exchanged contracts. n On completion of the purchase, your house purchase cover will end and your policy should start (or in Scotland, the date of entry). n House purchase cover ends on the earlier of: 90 days from the date it started Completion The start date of the policy. n We ll cover you for up to 1,000,000, the amount of life insurance you ve asked for on your application or the purchase price of the house as confirmed when contracts are exchanged, whichever is lower. n Until we confirm that you have Protection Promise (house purchase cover) it can be altered or withdrawn at any time. n If you cancel your policy after 30 days you won t get any premiums back. 10

11 How to contact us To speak to someone about your policy Your first point of contact will be your Santander adviser. However, if you want to get in touch with us you can call, or write: Monday to Friday 8.30am to 5.30pm Outside of these hours, you can use the same number and leave us a message. We monitor calls to improve our service. santander@aviva.co.uk Aviva PO Box 520 Norwich NR1 3WG To make a claim Call our Life Claims Department on: Alternatively, we can be contacted on: Outside of the UK, the number would be: To make a complaint If your complaint is about a claim, the service or administration of your policy, you can contact us at: santander@aviva.co.uk Aviva Customer Relations PO Box 3182 Norwich NR1 3XE If your complaint is about how your policy was sold, then contact Santander: Monday to Saturday 8am to 8pm and Sunday 8am to 6pm Or from outside the UK on: Text relay: Alternatively you can contact Santander online through the Complaints section of their website: or via secure messaging if you have online banking. Or write to Santander at: Complaints Santander UK plc PO Box 1125 Bradford BD1 9PG If you re not satisfied with the response from Santander or Aviva, you can write to: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR or complaint.info@financial-ombudsman.org.uk This won t affect your legal rights. 11

12 Other important information Terms and conditions This key features document only gives a summary of Aviva s Life and Critical Illness Insurance. You should also read the policy terms and conditions. You can get a copy from your adviser, or we can send you one. This key features document complies with the Association of British Insurers (ABI) Statement of Best Practice for critical illness cover. It is a guide to Aviva s Life and Critical Illness Insurance and is based on our understanding of current laws and tax rules. Further details are given in the policy schedule and policy terms and conditions. If you d like a copy of the ABI Guide to Critical Illness cover which provides general information about critical illness cover, please write to The Association of British Insurers, 51 Gresham Street, London EC2V 7HQ. Law We ll write your contract in English and the law of England will apply in any legal dispute. We ll always write and speak to you in English. Potential conflicts of interest There may be times when Aviva plc group companies or our appointed officers have some form of interest in the business being transacted. If this happens or we become aware that our interests, or those of our officers, conflict with your interests, we ll take all reasonable steps to manage that conflict of interest. We ll do this in a way that treats all customers fairly and in line with proper standards of business. Client classification The Financial Conduct Authority has defined three categories of customer. You ve been classed as a retail client, which means that you ll be provided with the highest level of protection provided by the Financial Conduct Authority rules and guidance. Compensation Financial Services Compensation Scheme (FSCS) The policy is covered by the FSCS. You may be entitled to compensation from the scheme if Aviva becomes insolvent and we can t meet our obligations, under this policy. The scheme may cover you for 90% of the total amount of your claim. This depends on the type of business and the circumstances of the claim. You can get more details directly from the FSCS online at or by contacting them at: Financial Services Compensation Scheme 10th Floor Beaufort House 15 St Botolph Street London EC3A 7QU Call us on or Fax us on Braille, large font, audio material You can order our literature in Braille, large font or audio. Just call or helpdesk@aviva.co.uk and tell us: n the format you want n your name and address n the name or code of the document. The code is usually at the bottom of the page on the back of most documents. The Customer Call Centre is open Monday to Friday 8.30 am to 5.30pm, and Saturday from 8.30am to 2pm. RINS 0523 APR 14 HT / SD /2014 Santander Life Insurance, Life & Critical Illness Insurance, Income Protection Insurance and Over 50 s Life Assurance policies are administered and underwritten by Aviva Life & Pensions UK Limited. Registered in England No Rougier Street, York, YO90 1UU. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number Member of the Association of British Insurers. Santander UK plc. Registered Office: 2 Triton Square, Regent s Place, London, NW1 3AN, United Kingdom. Registered Number Registered in England. Telephone Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is Santander UK plc is also licensed by the Financial Supervision Commission of the Isle of Man for its branch in the Isle of Man. Deposits held with the Isle of Man branch are covered by the Isle of Man Depositors Compensation Scheme as set out in the Isle of Man Depositors Compensation Scheme Regulations In the Isle of Man, Santander UK plc s principal place of business is at 19/21 Prospect Hill, Douglas, Isle of Man, IM1 1ET. Santander and the flame logo are registered trademarks. This item can be recycled.