HSBC Premier: Terms and Conditions.

Transcription

1 HSBC Premier: Terms and Conditions.

2 Index The Customer agrees to be bound by the following Terms and Conditions: 2 Section 1 HSBC Bank Malta p.l.c. Premier Cards Conditions of Use 12 Section 2 HSBC Premier Rewards programme Terms and Conditions 15 Section 3 Premier Travel Insurance Terms and Conditions of Cover 31 Section 4 Purchase Protection Insurance Terms and Conditions of Cover 37 Section 5 HSBC Premier Head Start Account 38 Section 6 Premier Proposition Eligibility Criteria 1

3 Section 1 HSBC Bank Malta p.l.c. Premier Cards Conditions of Use The use of the HSBC Bank Malta p.l.c. Premier Credit Card, Premier Debit Card & PINs are governed at all times by i. the General Terms and Conditions Accounts (in case you are a consumer as defined under the Consumer Affairs Act (Ch. 378 of the Laws of Malta) or a micro-enterprise as defined in paragraph 3 of the Business Promotion Regulations, 2000); or the General Terms and Conditions (Corporate Opt- Out) Accounts (in case you are a non-micro-enterprise) (the General Terms ), ii. by these Card Conditions of Use as well as by iii. the Card Standard Account Fees brochure which form part of these Card Conditions of Use. In these Card Conditions of Use Account means an account which is required to be maintained in your name for recording all transactions in relation to this contract including but not limited to the HSBC Premier Credit Card. In relation to an HSBC Premier Debit Card, Account refers to a savings and/or current Account which can be directly accessed by the said Debit Card. Additional Card means a card issued to an Additional Cardholder under Clause 1.8 Additional Cardholder means a person authorised by the Principal Account Holder to operate his/her account in terms of Clause 1. Additional User means a person authorised to hold a card with restricted facilities. Additional User Card is a card made available to an Additional User. ATMs means automatic teller machines at which your card will be accepted, which may be operated by us or by someone else. 2

4 Card means the HSBC Premier Credit Card and HSBC Premier Debit Card issued by us and any other card issued in the future which bears the same, similar or enhanced characteristics of the cards named here. Card Schemes means VISA Europe and MasterCard International. Card Transaction refers to any payment made for goods and/ or services or cash withdrawn from a bank (including over the counter cash advances and/or ATM withdrawals) obtained by the use of the card or card number. Credit Card refers to the HSBC Premier Credit Card and any other card provided by us in the future which bears the same, similar or enhanced characteristics of the cards named here. Credit Limit means the maximum debit (borrowed) balance permitted on the HSBC Premier Credit Card Account as determined and notified to you by us from time to time. Debit Card refers to the HSBC Premier Debit Card and any other card provided by us in the future which bears the same, similar or enhanced characteristics of the cards named here. Immediate Family Members refers to spouses, partners living in the same household and children with legal guardianship, up to 18 years of age, or 25 years if still in full-time education provided they reside in the same household as the eligible Premier Customer. PIN means the Personal Identification Number issued for use with the card. Principal Account Holder means the customer(s) in whose name(s) the Account is held. The terms used in these Card Conditions of Use, unless defined herein or the context otherwise requires, shall bear the same meaning assigned to them in the General Terms. Please read these Conditions and keep them in a safe place. You can ask for a copy of these Card Conditions of Use at any time. 1. Use of the card 1.1 The HSBC Premier Debit Card may be used both locally and overseas to pay for goods and services with retailers and other merchants and to withdraw cash from ATMs which display the VISA Electron logo. 1.2 Use of the Card will be as we permit and may be presented by you, the Additional Cardholder or the Additional User, either: a. by entering your PIN on the Electronic Point of Sale provided by the retailers/other merchants as the case may be; or b. by signing a sales voucher or order form showing the card number (among other details); or through an ATM or other machine, using a PIN; or carried out over the telephone quoting the card number and other details; or to pay for goods and services through the internet or other electronic media. We strongly recommend the use of secure payment sites and software when divulging your card details over the Internet. 1.3 We may refuse to authorise use of the Card if: the transaction would cause your credit limit to be exceeded, or your account balance to be in unauthorised debit or if the transaction would cause the amount owing on your account plus any other amounts we have agreed to or authorised to exceed your credit limit, or account balance to be in debit; or your repayments are in arrears; or the transaction does not comply with any applicable terms as issued from time to time; or we consider that the Card or the Account has been, or is likely to be compromised. 3

5 If we stoplist the card for any of the reasons outlined in this Clause or in Clause 11.3 of Part D of Section 1 of the General Terms, you may subsequently ask us to reactivate your card. If we agree to reactivate your Card, you will be charged a reactivation fee. Details of the reactivation fee can be obtained from our Card Standard Account Fees brochure. As part of our decision making process and in an effort to minimise the misuse of Cards, we may refer an authorisation request back to the merchant for further means of identification. This may also be done on a random basis for fraud prevention purposes. When you place an order on the internet with merchants who participate in Verified by Visa and/or MasterCard SecureCode (designed to prevent fraud) you will be invited to register for the service with the applicable Card Scheme. If you do not do so, as part of our fraud prevention measures we may not authorise further internet transactions with participating merchants. 1.4 You authorise us to charge to your account all amounts paid or obtained by use of the Card, or any Additional Card, (including any amount charged back by another bank), together with all other amounts you owe us from time to time under these Card Conditions of Use or any other terms relating to the use of the card or your Account. 1.5 You cannot stop a payment made by use of the card. If a merchant effects a refund on a card transaction which was charged to your account, we will credit your account upon receipt of the refund. 1.6 Whilst the Cards issued under the Card Schemes should be accepted by all merchants and banks that are members of the Card Schemes, it is possible that the Cards may not be accepted by some merchants or banks. 1.7 We may increase or lower your credit limit at our discretion. In case we decide to lower your credit limit, we will give you 30 days notice of such change, unless we decide to forthwith implement such change for any of the objectively justified reasons outlined in Clause 11.3 of the General Terms. In case we decide to increase your credit limit, we will immediately implement such change and inform you of the new credit limit on the next Credit Card statement. 1.8 If you are the Principal Account Holder, you may, from time to time, request us to issue Additional Cards to your immediate family members. The application must also be signed by the Additional Cardholder. In the case of a savings and/or current account the Additional Cardholder must be authorised to operate the Account in terms of a mandate filed with the Bank. If your Card is linked to a number of accounts, the Additional Cardholder will be given an Additional Card that has access to all these accounts. The maximum number of accounts allowed will be determined by us. If you do not wish to give a mandate over the Account, please refer to clause We may cancel an additional Card at any time at your request. You must also return the Card to us. If the Card is not returned, we may stoplist the Card We may also issue an additional Card where you authorise a person to hold a Card with restricted use of the available facilities (an Additional User Card ), even though such person is not authorised to operate the Account(s) through a mandate filed with the Bank. In such cases, use of the Card will be as authorised by you and allowed by us. The application must also be signed by the Additional User The Additional Card(s) and Additional User Card(s) remain the property of the bank at all times and must be returned to the bank immediately upon our first demand. You are responsible for the return of any such additional Card(s). 4

6 1.12 You and any Additional Cardholder must not: exceed the credit limit/cause your account to be in unauthorised debit. Any excess over the credit limit/debit amount is immediately repayable to us. In calculating whether the credit limit has been exceeded/account balance is in unauthorised debit, we shall take into account the amount of any card transaction authorised by us in favour of a third party but which has not yet been presented to us for payment; use the Card before or after the period for which it is stated to be valid or after any notification of its cancellation or withdrawal by us or by any person acting on our behalf The Credit Card Account may not be kept in credit. If you keep any such Account in credit you will be in breach of the Card Conditions of Use. You are warned that if you are in breach of this clause, you shall bear all the risks associated with unauthorised use of the Card. Any credit balance maintained on a Credit Card Account in breach of this clause shall not bear any interest. If you wish to have credit available on any of your cards, you can make use of the Premier Debit Card which in turn allows you to make withdrawals from HSBC ATMs worldwide free of charge. 2. Credit Cards: Annualised percentage rate of charge, statements, interest, appropriation of payments and immediate repayability 2.1 This clause applies to credit card agreements signed after the coming into force of the Consumer Credit Regulations 2005 (Legal Notice 84 of 2005). The Annualised Percentage Rate of Charge (APR) is the total cost of the credit based on the interest rate and the annual card fee on the assumption that: i. you spend your credit limit in full on local purchases at the start of the agreement; ii. you then repay it in 12 equal monthly instalments, inclusive of interest; and iii. local purchases do not attract interest for the first 56 days from the date we receive the first local purchase transaction. Usage of the Card in a different manner will affect the APR, due to other applicable charges stipulated in the Card Standard Account Fees brochure. Any change in the interest rate, in the credit limit, in the annual card fee, and the introduction and revision of any other charges, may affect the APR. A statement is generated for each month when there have been transactions on your account. If you are registered for the Bank s Personal Internet Banking (PIB) or HSBCnet and you have opted to receive an estatement, you will be notified via a system generated secure message whenever your card statement is available. Otherwise we will send you the statement by post. You must pay us the minimum repayment due by the date specified in the estatement/statement. If you do not pay us the minimum repayment due by the date specified in the estatement/ statement, you will incur a late payment fee. Details of such fee may be obtained from the Card Standard Account Fees brochure. The minimum payment shall be the greater of 12 or 5% (or any other value or percentage we may establish from time to time) of the outstanding balance shown on your estatement/statement. You must also pay immediately any outstanding excess over the credit limit, any arrears of previous payments and the amount of any card transaction made in breach of these Card Conditions of Use. You may in addition to the minimum repayments due, pay such greater sum as you may choose. 2.2 Interest on cash advances shall be charged on a daily basis on the balance of the cash advance outstanding as from the date each cash advance is utilised, until full repayment is made to the account. No interest will be charged on the amounts of purchases repaid by you and credited to the Account within 25 days of the date of the statement of account on which those purchases first appear. The balance of any amount outstanding at the end of the 25 days period will be charged interest until repaid in full. Purchases of gaming chips, traveller s cheques, and foreign currency, transfer of funds from credit card accounts and transactions effected at exchange bureaux are treated as cash advances. 5

7 2.3 If we are unable to produce or forward a statement, your liability for interest shall continue and for the purpose of calculating interest and establishing the date on which payment is due we may select the date when the statement should have been issued as the date from which interest will be calculated. 2.4 Once we receive payments we will use them to clear outstanding items on your account in the following order: in settlement of interest and fees; against cash advances shown on the statement; against purchases shown on previous statements; against purchases shown on the most recent statement; against cash advances not yet showing on any statement; against purchases not showing on any statement. The earliest item in each category is paid off first. 2.5 All amounts due on the Account will become immediately repayable in the event of; a. your insolvency or bankruptcy; b. the Principal Account Holder having suspended or ceased to carry on their business or threatened to suspend or to cease to carry on their business; c. breach by the Principal Account Holder or any Additional Cardholder or any Additional User of these Card Conditions of Use; d. in case of entities, a winding up, dissolution, merger or amalgamation; e. the appointment of a liquidator, administrator or similar officer in your respect. We may in addition to any other remedies available to us, take all the necessary steps to restrict any right to use the Account including the withdrawal of your card. 3. Debit cards: statements The frequency of statements is regulated under the General Terms and/or the Terms and Conditions for Current and Savings Accounts. 4. Responsibility for the card 4.1 These Card Conditions of Use apply equally to all Additional Cardholders and Additional Users for the use of the Additional Card/Additional User Card. 4.2 It is the responsibility of the Principal Account Holder to ensure that the Additional Cardholders and Additional Users are fully aware and comply with the Card Conditions of Use and General Terms. 4.3 The Principal Account Holder, the Additional Cardholders and Additional Users shall be liable jointly and severally for the Card and any obligation incumbent on the Principal Account Holder under these Card Conditions of Use shall be construed to refer also to the Additional Cardholders and Additional Users. 4.4 Additional Cardholders and Additional Users do not have the right to enforce any of these Conditions of Use except where such conditions refer specifically to them and the Additional Card / Additional User Card is still activated. For your convenience, if either you or the Additional Cardholder/ Additional User need a replacement card or PIN, we may issue a replacement at the request of either of you. We reserve the right to refuse the issue of a replacement card. 5. Fees and charges We will advise you all the information relating to charges, fees and interest applicable to your Account when you apply for the Card and whenever we apply any changes. 6

8 For the charges incurred in using or in having any of the Cards, please refer to the HSBC Premier Card Account Factsheet. We will debit all charges, fees and interest to your Account. If you break any of these Card Conditions of Use you must also pay us our costs and expenses of enforcing this agreement and such charges as we may make to cover our administration costs. If we provide you with any service which is not covered by these Card Conditions of Use you must pay our charges for that service. 6. Mailing Card, PIN, statement or other documents which need to be forwarded by us under these Card Conditions of Use shall, at our option, either be served at or mailed to the address provided to us in writing by you. Service by us shall be deemed to have been truly effected in accordance with the above. Should you specifically request the Bank to send any Card, PIN, statement or any other document to an address different than that available on our records or to a third party address you will assume full responsibility should you fail to receive such items and/or for any other breach of security. 7. Transactions on your account 7.1 Debits to your Account: all card transactions from your Account will normally be posted to your Account within three working days from transaction date or receipt by us of the details of the transaction, whichever is the latest. 7.2 Credits to your Account: Payments can be made in the following manner: by sending us a cheque by post; by effecting a cheque/cash deposit, or a transfer by the Quikcash Card at any of our local ATMs; by depositing a cheque/cash at any of our offices; by giving instructions to your branch to make a transfer to your Credit Card Account; by giving your branch instructions to direct debit an account to settle either the monthly minimum repayment or the outstanding balance in full; by using our HSBC PhoneBanking Service; by using HSBC Internet Banking (PIB/HSBCnet). If a cheque/direct credit payment or any other payment cannot be paid into your Account for reasons beyond our control you will still be liable for interest on your Card and any charges due until the payment is accepted. 7.3 When you make a transaction in a currency other than euro, and you have subscribed to our internet banking services, you will be able to view an indicative amount of that transaction in euro. The amount in euro that is actually debited to your Account will vary to take into account the correct rate of exchange which is applied by the Card Schemes. 8. Protection and security guidelines You must take all reasonable precautions to prevent the Card and PIN from being used fraudulently. These include: signing the Card immediately upon receipt; carrying the Card on your person or keeping the Card in a safe and secure place, and checking it regularly to ensure it has not been stolen; not allowing anyone else to use the Card or PIN; not interfering with any magnetic stripe or integrated circuit (chip) on the Card; not disclosing the Card number or other Card security code (except when properly using the card) or PIN to make payments; memorising the PIN on receipt, and destroying any notification of your PIN; 7

9 not writing down your PIN, or disclosing it, or any other card details to anyone including the Police Authorities. You are to disclose card details (excluding the PIN) to us only when in contact with us in connection with this agreement; in those cases where the PIN can be changed, if you change your PIN to a number which is more familiar to you, not choosing a series of numbers that may be easy to guess for example 1234, 4444, your date of birth, your telephone numbers or any other number which can be easily deciphered; complying with any other reasonable instructions we issue regarding the safekeeping of the Card, card number or PIN; checking that the correct amount is entered before authorising any transaction; not disclosing sensitive card data such as CVV2, PIN, card number, expiry date and similar information especially via ; ideally ensuring that transaction is conducted in your presence: carefully checking whether you are entitled for a refund when returning goods. Check for clauses on receipts such as No Refunds ; ensure that you agree with the amount to be charged to your Card when ordering items over the internet. This amount may include shipping, postage, handling and packing fees. Keep copies of all invoices/correspondence indicating the description and costs of the ordered items; carefully reading the terms and conditions provided by the merchant when ordering items over the internet especially the return and cancellation policy; being aware of scams such as notification of exorbitant winnings especially if you have not participated in the lottery and related price winning game. These can be received either by post or by electronic means such as or pop-ups; be aware from any persons offering assistance while using the ATM especially if you have not requested such assistance and the persons are not bank employees; when you suspect that you have left your Card behind somewhere, we strongly suggest that first you report the Card as lost to us before trying to search for the Card, even if you think that you left the Card somewhere safe or familiar. Once Card is found we may then reactivate it; always check the entries on your statement for possible processing errors that may have unintentionally occurred at the time of the transaction. Please note that the bank does not check your statement. 9. Loss, theft or misuse of Card 9.1 If the Card is lost or stolen or liable to be misused, or you suspect that somebody else may have discovered the PIN, you must notify us immediately by phoning us on the 24 hour telephone number notified on our Card Mailer or on or on any other telephone number we may provide you with, or by informing any of our branches (available only during office hours). We will then take steps to stop use of the Card, and where appropriate any Additional Card on your account. Replacement card can be requested either personally through any of our branches or by calling our Call Centre. Officials will ask you a number of questions to positively identify you when making a request for a replacement card. 9.2 When you call us to stoplist your Card, we will give you a reference number. Upon your request, we will send you a written confirmation of your notification to the address you provide us with. 9.3 You must co-operate with us and the Police Authorities in our efforts to recover the Card if it is lost or stolen. You must also co-operate with us and the Police Authorities in our efforts to investigate any unauthorised transactions you report on your account. If you are asked to report such transactions to the Police Authorities, this must be done as soon as possible and in any event within 24 hours of instruction. If you recover the Card you must not use it but should cut it through the magnetic stripe appearing at the back and return the Card to us. 8

10 10. Your liability for claims against retailers and others If you are in dispute with or have a claim against a retailer, merchant or bank over a transaction made using your Credit Card, you must still pay us all sums unrelated to the dispute. We may give you time to resolve any claim or dispute but may still require payment in accordance with this agreement. 11. Changing the conditions of use 11.1 These Card Conditions of Use (including any fees or changes) as well as the characteristics of the product or service may be altered and further new Card Conditions of Use or characteristics of the product or service may be added by us for security, legal, regulatory or market reasons or changes in internationally accepted banking practice or to take into consideration any increase in costs or decrease in the bank s return or pursuant to the introduction of new products or technology. We will give you at least 60 days written notice of any additions and/or changes to these Card Conditions of Use If we withdraw any card product, we may change your Card Account to an alternative product, change your Credit Card agreement terms in accordance with Clause 11.1 above and, if necessary, issue you with a new Card. We may also cancel the Card that your new one replaces. The balance on your existing Account will become subject to the new terms Changes in the interest rates are regulated by the General Terms. 12. Direct debits The bank is entitled, until further written notice from you, to direct debit any account you hold with any payment due on the Credit Card in accordance with your direct debit instructions. To this end, you are required to keep in the Account to be debited, sufficient funds to satisfy any payments to be made in accordance with such direct debit instructions. In the event when two direct debits are not honoured and thus reversed consecutively, the direct debit mandate is cancelled and applicable fee will commence in view of late payments. Premier Credit Card will also be stopped for any further debit transactions. 13. Cash payments in your Credit Card Account 13.1 If you only deposit cash into your Credit Card Account over the counter at one of our branches, it will be credited to your Credit Card Account and available for you to withdraw immediately, provided you make such deposit before the cut-off time of 14:00 hours and you are not in arrears in your Credit Card payments. It will be treated as cleared for interest calculation purposes (if applicable) on the same day Cash Deposits into your Credit Card Account made over the counter at one of our branches after the cut-off time of hours; or made when you are in arrears in your Credit Card payments (even though made before the cut-off time of 14:00 hours), will be considered received by the bank on the next working day, on which day it will be credited to your Credit Card Account. 14. Floating pledge You agree that any stocks, shares, bonds, units in collective investment schemes or other securities (collectively securities ) which you may hereafter have in the bank s possession or in the possession of any other bank, company, firm or person to the bank s order or for your Account, whether or not such securities are held by the bank or such other third parties as custodians or nominees and howsoever such securities are registered, will be pledged to the bank by way of security for the fulfilment of all your obligations under this agreement. You further agree that any insurance policy in your name as policyholder and life assured and any insurance proceeds payable to you as beneficiary will be pledged to the bank by way of security for the fulfilment of all your obligations under this agreement. 9

11 To this effect, you hereby authorise the bank to request and obtain information from any third party holding any securities/policy as aforesaid and you hereby authorise such third party to disclose to the bank any information requested for this purpose. 15. Overrunning 15.1 Overrunning refers to the circumstance when you exceed the available credit balance or credit limit on an account without our express consent. We have the right not to honour payments which may cause an account to be overrun without our prior express agreement. Unless specifically agreed by the branch management you should not withdraw, transfer or make payments for an amount which is not available in the Account. We reserve the right to withdraw, any debit or credit card if an overrunning position is not corrected when advised to do so by us In instances where, the Account: i. which can be accessed by the Debit Card, is allowed to be overrun. Debit interest will also be charged on the daily debit balance at the rate shown on the statement of account. Details can be obtained from our website or by contacting us on Interest will be charged on daily debit balances and will be computed on the basis of a year of 360 days. Any changes to the debit interest rate or administrative fee to be applied in case of overrun Accounts will be notified as advised in clause 5 to 7 of Part D of Section 1 of the General Terms; or ii. which is required to be maintained for recording Credit Card transactions, is allowed to be overrun, you will be charged an over limit fee. Details of the over limit fee can be obtained from the Card Standard Account Fees brochure. Any changes to the Over Limit Fee to be applied in case of overrun Accounts will be notified as advised in Clause 5 to 7 of Part D of Section 1 of the General Terms. 16. Collection, Processing and Sharing of Customer Information By using the Card and consenting to the HSBC Collection and Use of Information Terms (the Terms ) the Principal Account Holder and Additional Cardholder /Additional Users agree that HSBC and members of the HSBC Group shall use Customer Information in accordance with such Terms. The Terms explain how HSBC will use information about the Customer and Connected Persons. A copy of the Terms is available from all branches of HSBC Bank Malta p.l.c. Furthermore, where the Principal Account Holder holds other HSBC accounts in other jurisdictions, information held may be shared between such other jurisdictions for Customer Due Diligence purposes. 17. Termination In case you wish to terminate your Credit Card, no charge for termination will be levied by us, provided you are a consumer in terms of the Consumer Affairs Act (Chapter 378 of the Laws of Malta). 18. Supervisory authority These Card Conditions of Use are in accordance with the Consumer Credit Regulations, 2010 (the Regulations ) and the supervisory authority competent to monitor compliance with the Regulations is the Director General of Consumer Affairs having its address at: Malta Competition and Consumer Affairs Authority, Office for Consumer Affairs Mizzi House, National Road, Blata l- Bajda HMR 9010, Malta. 19. Language These Card Conditions of Use are available in the English Language. 10

12 20. How to Complain If the Bank does not deliver the standard of service you expect, or if you think we have made a mistake, please let us know. The Bank will investigate the situation and, if necessary, seek to resolve the issue as quickly as possible. Where appropriate the Bank will also take steps to prevent a recurrence. The Bank has the following complaint handling procedures Your HSBC first points of complaint at HSBC are: Contact Centre: (+356) or via Personal Internet Banking message Branches: Branch Managers or Relationship Managers Mail: Customer Experience Team, Customer Value Management, HSBC Bank Malta p.l.c., RBWM Building, Mill Street, Qormi QRM 3101, Malta. You can also ask for your case to be reviewed by management at a higher level within the Bank if you are not satisfied. Please write to: The Head of Customer Experience, Customer Value Management, HSBC Bank Malta p.l.c., RBWM Building, Mill Street, Qormi QRM 3101, Malta. If despite our best efforts, you are not entirely satisfied with our handling, you have the right to refer the matter to the Office of the Arbiter for Financial Services : First Floor St Calcedonius Square Floriana FRN5130 Malta Or complaint.info@financialarbiter.org.mt. 11

13 Section 2 HSBC Premier Rewards programme Terms and Conditions Definitions 1. Unless the context otherwise requires, the following terms shall have the meanings assigned to them in this definitions section: Account HSBC Premier Credit Card Account Account holder/s HSBC Premier Credit Card Account Bank HSBC Bank Malta p.l.c. Points Points earned in terms of the terms of the Programme Programme HSBC Premier Rewards Programme Eligible Spending As the term is defined in clause 4 and 5 of the Programme and subject to the exclusion under clause 6 of the Programme. The HSBC Premier Rewards Programme 2. Membership of the Programme is automatic for and open only to all Account holders who are aged 18 years or over. 3. Account holders earn Points on the amount debited to their Account in euro for all Eligible Spending. Monthly Account statements will show one point for every euro (including VAT) of Eligible Spending which appears on it. 4. Eligible Spending consists of goods or services purchased in Malta or abroad by Account holders for their personal use and which are not returned or refunded. 5. Spending by your nominated additional cardholder on items covered in Clause 4 also counts as Eligible Spending. 6. The following items do not count as Eligible Spending: interest or any other charges added to your statement; cash advances including foreign money and traveller s cheques purchases; ATM transactions, 12

14 business related transactions, that is, transactions that are not considered by the Bank to be of a personal nature. The Bank reserves the right to immediately amend, rectify and deduct any Points already earned which do not constitute Eligible Spending in terms of clause 4 and The following information in relation to the Programme will appear on each monthly statement issued: the total number of Points brought forward from the previous statement; the total number of Points earned during the statement month; the total number of Points redeemed during the statement month; the total number of Points expired; the total number of Points closing balance. Life of Points 8. You will be eligible to receive Points from the date on which the Account opens or when Account holder opens his Account, whichever is the later. 9. Points are valid for up to two years from the month that they are first shown on your statement. After that, expired points will be deducted monthly on a first in, first out basis. Redemption of Points 10. When redeeming your Points, we will deduct the Points earned in chronological order, in a way that the earliest accumulated Points will be redeemed first. 11. Points can be redeemed after they are shown on your statement. You may redeem Points by sending a Personal Internet Banking message or calling our 24/7 dedicated Premier Line on We will deduct the Points you have used from your total Points and the resulting total, including any further Points you have earned, will be shown on your next statement. Each redemption must be of a minimum of 5,000 Points. 12. Points earned cannot be transferred to another individual. 13. Points cannot be redeemed for cash. 14. Points can be redeemed as cash back on any airline ticket purchased within the past 3 months using the Premier Credit Card at the rate of 5,000 points fo Points can also be redeemed for vouchers from The Point Shopping Mall and the Hilton Malta at the rate of 5,000 points for a 25 voucher. 16 When you redeem your HSBC Points to aquire vouchers for The Point and the Hilton Malta, the Bank will mail these to your address under registered cover. 17. You may also opt to redeem your Points in favour of the HSBC Cares for the Environment Fund. Redeemed Points will be placed in a pot and every time a total of 1,000,000 Points is reached we will donate 12,000 to the said fund. 18. If your Account is closed, no further Points will be earned and subject to Clause 22 all remaining Points must be redeemed within 30 days of closure. We reserve the right to cancel any Points left at the end of this period. Miscellaneous 19. If the HSBC Premier Credit Card facility is withdrawn as a result of your breach of the terms of your card agreement with us, we will be entitled to deduct all the Points which you and any additional cardholders have earned leaving you with a nil Points total. 20. We may at our discretion change the number of Points you earn for your Eligible Spending or the period during which you must use your Points by giving you at least 30 days notice in writing. The change will take effect from the date stated by us. 21. Any income or other taxes and duties which may become payable are your responsibility and we make no representations regarding the current or future tax implications of earning or using the Points under the Programme. 13

15 22. The Bank may, at any time develop special promotions where Account holders may earn Points under different conditions. Points given under these promotions will be referred to as Bonus Points and will have their conditions disclosed to the Account holders. Termination 23. We may terminate the Programme at any time by giving you at least 60 days notice in writing. Termination will take effect on the date stated. You must use any outstanding Points within 60 days of the termination date or we will be entitled to deduct them all leaving you with a nil Points total. 24. We reserve the right to deduct all Points earned by you whilst your Account exceeds the agreed limit or payment is overdue. Once the position is regularised you will be able to earn Points as usual subject to this Clause 24. Any Points deducted during the period when the Account was not in order will not be refunded. Any Points earned, even if not deducted by us, are not redeemable before the Account is regularised. 25. We reserve the right to immediately terminate or suspend your participation in the Programme and to deduct any Points you or any additional cardholder have earned if you have not observed these terms and conditions or are in breach of your HSBC Premier Card Conditions of Use or any other agreement with us. Moreover, should the Bank determine that the Programme is not being used by you (or any additional card holder) for personal purposes, the Bank reserves the right to terminate your existing Proposition and/or switch your existing Proposition to another Programme at any time by giving you at least 60 days advance notice in writing which would include advising you of the terms and conditions of the new Programme. Switching would entail that all benefits and any credit limits enjoyed under your present proposition are revoked and new benefits and credit limits (if any) of the new Programme provided. Queries 26. Any queries regarding these terms and conditions, the Points you have been allocated or redemption should be referred to our Premier Customer Service on The Bank will only investigate queries concerning Points earned, Points used or other matter affecting your Points total communicated to us within six months of the date which relates to the enquiry. Variation of these Terms and Conditions 28. The Bank may vary these Terms and Conditions at its discretion by giving you at least 30 days notice in writing. The change will take effect on the date stated. 29. The Bank reserves the right to withdraw at any time any items or services shown in the Premier Customer Guide. Jurisdiction 30. These Terms and Conditions are governed by Maltese Law and, for the benefit of the Bank the Account holder is hereby submitting to the non-exclusive jurisdiction of the Maltese courts. 14

16 Section 3 This is Your Travel Insurance Policy. All documents attaching to the Policy form the contract of insurance. Please read Your Policy carefully to familiarise Yourself with the Policy benefits, Terms and Conditions. The cover operates only where all of the following conditions are satisfied: a. all of the persons entitled to benefit under this Policy are Eligible Members being persons who hold during the Contract Period as defined in the Schedule a valid HSBC Premier Card and/or Debit Card and/or Premier Account issued by HSBC Bank Malta p.l.c.; b. the trip is a conventional holiday or a business trip of a commercial or professional nature; c. the trip shall commence at the time of leaving Your normal place of residence or business within Your Country of Residence but shall exclude trips within Your Country of Residence; d. maximum duration of the trip is 90 days; e. the commencement date of such trip occurs within the Period of Insurance as defined in the Schedule. Territorial Limits The territorial limits which apply to Your Policy are Worldwide. Definitions The Insured/Insured Person/You/Your means the persons named in the Schedule. Eligible Member means a person who holds during the Contract Period a valid HSBC Premier Card and/or Debit Card and/ or Premier account issued by HSBC Bank Malta p.l.c. and has not yet reached 76 years of age. (For persons aged 76 years and over, please refer to Condition 10 of the Policy.) The following persons are also included: i. Partners, subject that these officially reside in the same address of an Eligible Member, (their identity cards or other similar document accepted by the Company, show the same address of the Eligible Member). In the case of a claim the onus of proof that a partner lives in the same address as the Eligible Member rests on the Eligible Member concerned. 15

17 ii. Spouses will benefit from cover as long as they are not legally separated or divorced. The provision of same address as in i) above shall not be applicable. iii. Children of the Eligible Member provided that they are under 18 years of age or if they are full-time students under 25 years of age. This definition is deemed to include Children of the Eligible member whilst studying abroad and not living with one or both of the parents during the study period subject that prior to commencement of studies the Child resided with one or both of the parents. Foster Children are also deemed to be Children of the Eligible Member. iv. Supplementary Card Holders including their Partners, Spouses and Children as noted in i), ii) and iii) above. The above said Persons are covered irrespective of whether they are travelling with the Card Holder or on their own. v. Would be Spouse and/or would be Civil Partner of the Eligible Member who has been booked for a honeymoon trip with the Card Holder. In respect of such would be Spouse/would be Civil Partner, cover is operative only under Section 1 Cancellation and Curtailment Charges. We/us/Citadel means Citadel Insurance p.l.c. Period of Insurance means the 12 Month period of insurance commencing 1 July 2015 and any subsequent 12 Month period as shown in the Schedule. Schedule means details of the Policy Holder, cover and period of insurance as shown in the Schedule. The Schedule forms part of the Policy. Country of Residence For the purpose of this Insurance, Country of Residence shall mean Your normal place of residence in Malta. However, if Your normal place of residence is not in Malta, in the event of a claim, it is up to You to prove Your Country of Residence. Malta includes the Islands of Malta, Gozo and Comino. Health Warranty No claims will be paid under Section 1 (Cancellation and Curtailment Charges), Section 2 (Personal Accident), Section 3 (Medical and Emergency Expenses) and Section 9 ( Hospital Cash Benefit) if at the date of booking and payment of the deposit for the relative holiday or business trip or full payment for such trip, whichever occurs first, a. the Insured Person/Eligible Member and/or b. any person with whom the Insured Person/Eligible Member has arranged to travel or stay was receiving or awaiting medical or surgical treatment and/or was suffering from a serious or chronic illness and/or injury which has required consultation or treatment within the twelve (12) months preceding the date of such booking and payment of the deposit or such full payment for the relevant trip whichever occurs first. Subject to the terms of the Policy Citadel Insurance p.l.c. will indemnify You, during the period of insurance for which We have accepted Your premium, up to the sums insured shown below, in respect of: Section 1. Cancellation and curtailment charges Refund of deposits which are not recoverable and any other amount which You are legally obliged to pay in respect of unused travel and accommodation (prior to any occurrence giving rise to a claim) including the costs of issuing of a Visa permit for the purpose of travel (Maximum Amount Payable: 120 any one Insured Person/Eligible Member) in the event of unavoidable cancellation or curtailment of the journey or holiday as a result of any of the following occurring after the Commencement of the Period of Insurance. 1. The accidental bodily injury to or illness or quarantine or death of Yourself or of Your travelling companion or of any person with whom You have arranged to stay. 2. The accidental bodily injury to or serious illness or death of any Close Relative, fiancé(e) or Close Business Associate of Yours or of Your travelling companion. 16

18 3. You or Your travelling companion being summoned for Jury Service or called as a witness in a Court of Law during the Period of Insurance. 4. You or Your spouse/partner being made unemployed and certified as such by the Ministry of Labour or other authority competent to make such certifications. 5. Your home (within Your Country of Residence) becoming uninhabitable following fire, storm or flood. 6. Your presence being required by the Police following burglary at Your home or place of business within Your Country of Residence. Limit of amount payable. The total amount payable in respect of each Insured Person/ Eligible Member is 4,800 any one trip. Definitions Close Relative/Close Business Associate Close Relative means Your mother, father, sister, brother, wife, husband, Your partner who lives with You, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-inlaw, brother-in-law, sister-in-law, step-parent, step-child, stepsister, step-brother, aunt, uncle, first cousin, nephew, niece. Close Business Associate means someone You work with who has to be actively at work for You to be able to go on a trip or holiday. Curtailment means returning home (to Your home address within Your Country of Residence) prior to the scheduled return date, in which case a proportionate refund will be made of prepaid charges. The refund for accommodation will be based on each day of the holiday You have lost but a proportionate refund of travel expenses will be paid only if You cannot use Your return ticket and You are not claiming return travel expenses under another section of the Policy. Commencement of the Period of Insurance Commencement of the Period of Insurance in respect of this Section shall mean the date of booking and payment of the deposit for the relative holiday or business trip or the full payment of such trip whichever occurs first provided that i. This period does not exceed twelve months from the date of departure. ii. Such period falls within the overall Period of Insurance as defined in the Schedule. Travelling Companion means an accompanying person without whom the journey or holiday cannot commence or continue. For the purpose of this definition an accompanying person does not include a tour or group leader. For the purpose of this Section Eligible Member shall also include the would be Spouse or would be Civil Partner of the Card Holder. Special conditions applying to section 1 1. At the time of applying for insurance You must not be aware of any reason why the proposed holiday or journey should be cancelled or curtailed. 2. The Insured must also obtain confirmation from a medical practitioner or any other competent authority that it is necessary for him/her to cancel or curtail the trip. In respect of a claim for curtailment, the medical certificate must be issued by the doctor visiting the Insured abroad, where applicable. 3. The Insured must notify his/her travel agent and/or any other provider of transport and/or accomodation within a maximum of three days once he/she is aware of any reason that prevents him/her from travelling and must obtain written confirmation from such travel agent and/or any other provider of transport and/or accommodation confirming any refunds due to the Insured. What is not covered Exclusions are listed after Section 9. 17

19 Section 2. Personal accident Bodily injury suffered by You during the period of insurance caused by accident resulting solely and independently of other causes in death or disablement. The benefits shown below will be paid to You or Your legal personal representative. BENEFITS Death 120,000 Loss of one or more limbs and/or sight in one or both eyes 120,000 Permanent Total Disablement after 52 weeks EXCEPT when benefit is paid for loss of limbs or sight 120,000 Temporary Total Disablement up to a maximum of 104 weeks 250 per week Definitions Loss of Sight means complete and irrecoverable loss of sight. Loss of Limbs means loss by physical severance or loss of use. Permanent Total Disablement means disablement that entirely prevents the Insured Person/Eligible Member from attending to his/her usual occupation and which last 12 calendar months and at the expiry of the said period being beyond hope of improvement. Temporary Total Disablement means disablement that prevents the Insured Person/Eligible Member from attending to his/her usual business or occupation. Bodily Injury includes death or disablement as a direct result of exposure following a forced landing of any aircraft or a mishap to a vessel or vehicle in which You are travelling. Special conditions applying to Section 2 1. Death or disablement must occur within one year of injury. 2. Benefit shall not be payable under more than one item and any such payment shall end this section of the Policy in respect of the Insured Person concerned. 3. The maximum sum payable under the Temporary Total Disablement benefit in respect of any Insured Person/Eligible Member who is not gainfully employed shall be limited to medical, surgical and out-of-pocket expenses necessarily incurred and not otherwise payable under this Policy and not exceeding the sum of 25 per week. What is not covered Exclusions are listed after Section 9. Section 3. Medical and emergency expenses 1. Expenses itemised below if You suffer accidental bodily injury, illness or death during the period of insurance. a. Medical, surgical or hospital charges (including rescue services to take You to hospital) and emergency dental treatment. b. Cost of transporting Your body to Your home address within Your Country of Residence or the cost of burial or cremation in the country abroad where death occurred. c. Reasonable additional charges for accommodation if it is necessary for You to stay beyond the intended return date and additional travel expenses which You have to pay to get back to Your home address within Your Country of Residence if You cannot use Your return ticket. 2. Reasonable additional travel and accommodation expenses which You incur if it is necessary for You to return to Your home address within Your Country of Residence (and You cannot use Your return ticket) due to the accidental bodily injury to or serious illness or death of a Close Relative, fiancé(e) or Close Business Associate of Yours (or of Your travelling companion) not travelling with You. Items 1(c) and 2 include expenses of any one Close Relative or friend who is required on medical advice to travel to, remain with or accompany You, if We consider this necessary. Limit of amount payable The total amount payable in respect of each Insured Person/ Eligible Member shall not exceed 235,000 any one trip. 18

20 Any costs and expenses incurred up to three months after actual return date of the holiday or journey are subject to a limit of 1,165 any one trip. Definition Home address means the home address within Your/the Eligible Member s Country of Residence Close Relative/Close Business Associate Close Relative means Your mother, father, sister, brother, wife, husband, Your partner who lives with You, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-inlaw, brother-in-law, sister-in-law, step-parent, step-child, stepsister, step-brother, aunt, uncle, first cousin, nephew, niece. Close Business Associate means someone You work with who has to be actively at work for You to be able to go on a trip or holiday. What is not covered Exclusions are listed after Section 9. Section 4. Baggage 1. Accidental loss of or damage during a trip occurring during the Period of Insurance to personal belongings (including clothing worn) and personal luggage taken or owned by You. 2. If Your baggage is temporarily lost in transit on the outward journey and not restored to You within twelve hours, we will pay for the emergency purchase of essential replacement items up to a maximum of 600 per person any one trip. You must obtain written confirmation from the Carrier of the number of hours delay. If the baggage proves to be permanently lost the overall baggage sum insured shall apply. Limit of amount payable The total amount payable in respect of each Insured Person/ Eligible Member is 2,350 any one trip. In addition the following sub-limits shall apply: a. 500 in respect of any single article, pair or set of articles. b. 850 overall in respect of valuables. Definition Valuables means jewellery, furs, gold and silver articles, watches, paintings and other works of art, coins and medals, radios, binoculars, telescopes, cameras, computer equipment and other electronic devices, mobile phones and accessories, personal organizers and audio/photographic/video equipment. Special conditions applying to Section 4 1. You must at all times, take reasonable precautions to ensure the safety and supervision of Your property. If it is lost or damaged while in the care of a transport company, authority or hotel You must report to them, in writing, details of the loss or damage. If baggage is lost or damaged by an airline You must: a. Obtain a Property Irregularity Report which should include a list of items lost or damaged. b. Give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (and retain a copy). c. Keep all travel tickets and tags and damaged items for submission if a claim is to be made under this Policy. 2. You should take all practicable steps to recover articles lost or stolen. 3. An adjustment for wear and tear will be made in the settlement of any claim. 4. If at the time of any loss or damage Your amount insured is inadequate, the sum You will be entitled to recover will be limited in the same proportion as Your amount insured bears to the value of Your property at the time of the loss or damage. 5. You must be able to prove that the lost or stolen items belong to You or are legally in Your possession, custody or control on behalf of another person and the value of such items. In the absence of such proof Your interest in the claim may be prejudiced. 19

21 What is not covered Exclusions are listed after Section 5. Section 5. Personal money Loss of cash, travellers cheques, letters of credit, travel tickets, hotel vouchers, telecards and mobile phone top-up vouchers, passports and green cards held by You for social and domestic purposes during the period of insurance. Limit of amount payable The total amount payable in respect of each Insured Person/ Eligible Member is 800 any one trip. Special condition applying to Section 5 Reasonable precautions must at all times, be taken to ensure the safety and supervision of Your money and You should take all practicable steps to recover money lost or stolen. You must be able to prove that the lost or stolen money belongs to You and to prove its amount. In the absence of such proof, Your interest in the claim may be prejudiced. It is recommended to make use of safety deposit boxes and safes if such are provided by Your hotel. Applicable to Sections 4 & 5 Unattended Vehicle means a vehicle which is not in Your full view or positioned where You or any of Your travelling companions are unable to prevent theft of/or damage to Your property. Exclusions to Sections 4 & 5 The Policy does not insure: 1. Cracking, scratching or breakage of glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile articles. 2. Pedal cycles or contact lenses. 3. Wear and tear, depreciation, deterioration or damage by moth, vermin or by any process of cleaning, repairing or restoring. 4. Loss or damage to luggage unless they are rendered unusable. 5. Scratching, denting, bruising, loss of tone or breakage of strings in respect of musical instruments. Such items are to be carried in their professional hard cases. 6. Any items or parts of items which are not lost or damaged and which form part of a set or pair of other items of the same type, colour or design. 7. Loss or theft of personal belongings, personal luggage (including valuables) and money not reported to the Police within 24 hours of discovery and a police report or other official evidence of such a report obtained. 8. Breakage of sports equipment while in use. 9. Household goods and anything shipped as freight. 10. Delay, detention, seizure or confiscation by Customs or their officials. 11. Items used in connection with Your employment or occupation, bonds, securities or documents of any kind. 12. i. Loss of Valuables and Personal Money from an Unattended Vehicle; ii. Loss of personal belongings, personal luggage (excluding Valuables and Personal Money) from an Unattended Vehicle unless secured in its locked boot or compartment or contained in the luggage space at the rear of a locked estate car or hatchback, under a top cover and out of view. 13. Shortages due to error, omission or depreciation in value. 14. Personal money and valuables while in transit not in Your custody or control and when left unattended unless in a safe or safe deposit box or in Your place of personal accommodation. 15. The first 75 of each claim per person except in respect of temporary loss of baggage on the outward journey. (Only one excess will apply per person where baggage and money claims arise out of the same incident.) 20

22 Section 6. Personal liability This Section operates irrespective of the type of Cover chosen. All sums which You become personally legally liable to pay for accidents which result in: 1. Death or bodily injury of any person. 2. Loss of or damage to property occurring during a trip undertaken within the Period of Insurance. Limit of amount payable The total amount payable for all claims made against You arising from any one occurrence is 1,165,000. We will also pay any extra costs and expenses awarded against You or incurred by You with our written consent. What is not covered 1. Punitive and exemplary damages. 2. Liability arising from: a. death or bodily injury of Your employees or members of Your family permanently living with You; b. loss of or damage to property which belongs to You or is under Your control or the control of a member of Your family or household or a person employed by You; c. Your trade, business or profession; d. the ownership or occupation of any land or building (other than occupation only of any temporary holiday accommodation in which case the first 75 of each and every claim is excluded); e. the ownership, possession or use of animals (other than domestic animals), firearms, mechanically propelled vehicles, vessels (other than manually propelled water craft) or aircraft of any description; f. mountaineering, rock climbing, hunting, trapping, pot holing, rafting or canoeing involving white water rapids, bungee jumping or similar activity, jet skiing, sub-aqua diving, organised team sports, taking part in or practicing for speed or time trials, sprints, or racing of any kind; g. winter sports or the use of dry ski slopes (unless the appropriate premium has been paid, in which case the excluded activities are ski-racing in major events, skijumping, ice hockey, ski-boarding, snowboarding and the use of bob sleighs or skeletons); h. taking part in any expeditions or the crewing of a vessel from one country to another; i. any liability which attaches by virtue of an agreement but which would not have attached in the absence of such agreement. 3. The first 75 of each and every claim. Section 7. Delayed departure This section operates irrespective of the type of Cover chosen. Delay in departure of the ship or aircraft in which You are booked to travel. We will: 1. pay the sum of 50 for the first full 12 hours of delay and 50 for each subsequent full 12 hours of delay subject to a maximum payment of 200 in all per Insured Person/Eligible Member if You are delayed in departing from Malta on Your outward journey or if delay occurs at the point of departure on Your return journey to Malta; or 2. refund non-recoverable deposits and other prepaid holiday charges up to a maximum of 3,500 if after 24 hours delayed departure of the outward journey from Malta You choose to cancel the holiday. The period of delay will be calculated from the date and time of departure of the ship or aircraft specified in Your itinerary. You must check in according to such itinerary and obtain written confirmation from the Carrier or their handling agents stating the actual date and time of departure and reason for such delay. What is not covered We shall not make any payment: 1. in respect of strike or industrial action existing or notified by declaration of intent at or prior to the date this insurance is purchased; 21

23 2. under more than one item of this Section; 3. in respect of claims originating from the withdrawal from service, temporary or otherwise of an aircraft or sea vessel on the order or recommendation of the Civil Aviation Authority or Port Authority or any other similar body in any country. Section 8. Loss of passport Loss or theft of Your passport while abroad during the period of insurance. We will pay reasonable additional travel and accommodation expenses necessarily incurred abroad in obtaining a replacement passport. Limit of amount payable The total amount payable in respect of each Insured Person/ Eligible Member is 120 any one trip. What is not covered This policy does not insure loss of passport not reported to the Police within 24 hours of discovery. Section 9. Hospital cash benefit In-patient hospital benefit if You are admitted to a hospital licensed for surgery abroad due to accidental bodily injury or illness sustained during the trip. Limit of amount payable We will pay a benefit of 25 for each complete day You are hospitalised. The total amount payable in respect of each Insured Person is 475. Exclusions to Sections 1, 2, 3 & 9 1. We shall not make any payment in respect of a medical condition of any Insured Person for: a. any expenses or fees for any in-patient treatment or repatriation which have not been notified to and authorised by Citadel Insurance p.l.c.; b. the cost of any elective (non-emergency) treatment or surgery, including exploratory tests, which are not directly related to the illness or injury which necessitated the Insured s admittance into hospital; c. any form of cosmetic surgery or treatment which in the opinion of the doctor in attendance and Citadel Insurance p.l.c. s medical advisors can reasonably be delayed until the Insured returns to Malta; d. medication, which at the time of departure is known to be required or to be continued outside Malta; e. any additional costs arising from single or private room accommodation; f. treatment or services provided by a health spa, convalescent or nursing home or any rehabilitation centre; g. emotional disorders unless they result in admission to a hospital; h. any costs and expenses incurred more than three months after the booked return date of the holiday or journey. 2. We shall not make any payment in respect of a medical condition of any Insured Person for which, at the time of purchasing insurance, the Insured Person: a. is receiving in-patient treatment or is on a waiting list for in-patient treatment; b. has received a terminal prognosis; c. is intending to travel against the advice of a qualified medical practitioner or is intending to obtain medical treatment during the period of insurance. 3. We shall not make any payment in respect of death, injury, illness or disablement resulting from a. any anxiety state and/or depression suffered by the Insured and diagnosed prior to the date insurance was purchased; b. flying or other aerial activities except while travelling in an aircraft as a passenger; c. motor cycling (as a driver or passenger) on machines exceeding 125cc, mountaineering or rock climbing ordinarily necessitating the use of ropes or guides, sub aqua diving, pot-holing, hunting or trapping or organised team sports; 22

24 d. engaging in or practising for speed or time trials, sprints or racing of any kind; e. manual work of any kind; f. winter sports or the use of dry ski slopes (unless the appropriate premium has been paid in which case the excluded activities are ski racing in major events, ski jumping, ski-boarding, snowboarding, ice hockey and use of bob sleighs or skeletons); g. participation in expeditions or the crewing of a vessel from one country to another. 4. We shall not pay the first 75 of each claim per Insured Person in respect of medical and emergency expenses and cancellation and curtailment charges. This excess does not apply when a claim is made only for the initial holiday deposit. Exclusions 3 (b) to (g) do not apply to Cancellation and in respect of Curtailment, they apply only to You. Section 10. Hijack We will pay per 24 hour period or part thereof up to a maximum of 470. We will pay a benefit as stated and limited above when the Insured Person is prevented from reaching his/her scheduled destination throughout the highjack of any aircraft in which he/ she is travelling as a fare paying passenger during the period of insurance. Section 11. Missed departure We will pay for the cost of additional accommodation and travel expenses necessarily incurred to transport You from Your final departure point to Your Country of Residence due to Your means of transport having unavoidably failed to deliver You to this point of departure in time. Limit of amount payable The total amount payable in respect of each Insured Person/ Eligible Member shall not exceed 700. What is not covered We will not pay for any missed departure arising from strike or industrial action which has commenced or has been announced before the issue date of this Policy. Extension of Period of Insurance If the homeward journey cannot be completed before the expiry of the maximum duration of the trip of 90 days, cover shall remain in force without additional premium as follows: 1. Up to 14 days in the event of delay to any vehicle, vessel or aircraft in which You are travelling as a ticket holding passenger. 2. Up to 30 days if the intended return journey is prevented due to Your bodily injury or illness. In this event We will also continue to pay medical treatment under Item I of the Medical Expenses section (up to the sum insured provided by the Policy) for this period or such extension of period as is medically certified as being necessary. General exclusions Which apply to the whole policy Exclusion 1 below does not apply to Section 10 Hijack. This Policy does not insure: 1. Any consequence of War, Invasion, Act of Foreign Enemy, Hostilities (whether War be declared or not), Civil War, Rebellion, Revolution, Insurrection or Military or Usurped Power. 2. Claims of whatever nature directly or indirectly caused by: a. Ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; b. the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component of such assembly; c. pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds. 23

25 3. Any claim arising directly or indirectly from any injury, illness, death, loss, expense or other liability attributable to HIV (Human Immune Deficiency Virus) and/or any HIV related illness including AIDS and/or mutant derivatives or variations thereof however caused. 4. Death, injury, illness or disablement resulting from suicide or attempted suicide or any act which could reasonably be considered as exposure to danger (except in an attempt to save human life), venereal infection or the influence of intoxicating liquor or drugs (other than drugs taken under medical supervision and not for the treatment of drug addiction). 5. Any consequential loss other than as specified in the Policy. 6. Any payment which You would normally have made during Your travels, if nothing had gone wrong. 7. Notwithstanding any provision to the contrary within this Policy or any endorsement thereto it is agreed that this Policy excludes any loss, damage, death, bodily injury or illness directly or indirectly caused by, resulting from or in connection with any act of terrorism regardless of any other cause or event contributing concurrently or in any other sequence to the death, bodily injury or illness. For the purpose of this endorsement an act of terrorism means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisation(s) or government(s), committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear. This endorsement also excludes any death, bodily injury or illness directly or indirectly caused by, resulting from or in connection with any action taken in controlling, preventing, suppressing or in any way relating to any act of terrorism. If the Company alleges that by reason of this exception, any death, bodily injury or illness is not covered by this Policy the burden of proving the contrary shall be upon the Insured. In the event any portion of this endorsement is found to be invalid or unenforceable, the remainder shall remain in full force and effect. Conditions 1. No refund of premium shall be allowed after the date of issue of this Policy. 2. You must notify Mediterranean Insurance Brokers (Malta) Limited in writing as soon as possible after any bodily injury, illness, incident or unemployment or on the discovery of any loss or damage which may give rise to a claim under this Policy. You must also notify Mediterranean Insurance Brokers (Malta) Limited if You are aware of any writ, summons or impending prosecution. Every communication relating to a claim must be sent to Us without delay. 3. You, or person acting for You, must not negotiate, admit or repudiate any claim without our written consent. 4. The expense of supplying all certificates, information and evidence which We may require will be borne by You or Your legal representative. When a claim for bodily injury or illness occurs, We may request, and will pay for, any Insured Person to be medically examined on behalf of Citadel Insurance p.l.c. We may also request, and will pay for, a post mortem examination if any Insured Person dies. At Citadel s discretion, You might be requested to present a sworn statement (affidavit) in support of Your claim. 5. If at the time of any incident which results in a claim under this Policy, there is any other insurance covering the same loss, damage, expense or liability We will pay only our proportionate share. This condition does not apply to the Personal Accident or Hospital Cash Benefit Sections. 6. Citadel Insurance p.l.c. is entitled to take over and conduct in Your name the defence or settlement of any Legal Action. We may also take proceedings at Our own expense and for Our own benefit, but in Your name, to recover any payment We have made under the Policy to anyone else. 7. If You make a claim or statement knowing it is false or fraudulent, then this Policy shall become void and all right to make a claim is forfeited. 24

26 8. The Indemnity provided herein shall not apply in respect of judgements which are not in the first instance delivered by or obtained from a Court of competent jurisdiction within Malta or within the country in which the incident or event giving rise to the loss or liability occurred. This Contract of Insurance shall for all effects and purposes be deemed to be a Maltese Contract and shall be governed by and according to Maltese Law. 9. In the event that a group of 10 or more persons shall be travelling together and shall be insured for the same trip, the maximum amount recoverable under all sections of the Policy is deemed not to exceed 7,000, Cover in respect of Section 1 Cancellation and Curtailment Charges, Section 2 Personal Accident, Section 3 Medical Expenses, Section 6 Personal Liability, Section 7 Delayed Departure, Section 8 Loss of Passport, Section 9 Hospital Cash Benefit and Section 10 Hijack shall cease to operate as soon as the Eligible Member reaches the age of 76 years. Cover shall remain operative solely in respect of Section 4 Baggage and Section 5 Loss of Money. 11. In the event of death of the Main Premier Account Holder, cover will be assigned to the Main Premier Account Holder s Spouse or Partner and Children until the next Renewal Date of the Policy. 12. If the Insured Person/Eligible Member holds both the Visa Advance card and is also an HSBC Premier Customer, the higher benefit(s) under all sections in the respective Policies will prevail and no other benefit is payable. What to do in case of emergency You MUST notify GLOBAL RESPONSE immediately of ANY illness or injury or accident abroad where You are ADMITTED TO HOSPITAL as an in-patient and BEFORE any REPATRIATION OR CURTAILMENT of Your holiday. If this is not possible because the condition is serious the contact must be made as soon as possible after You are hospitalised. Immediate contact should be made before arrangements are made for repatriation. If You do not call in these circumstances Your claim may not be accepted. An Assistance Coordinator will deal with Your enquiry and will make sure that: 1. Hospitals are contacted if necessary. 2. Necessary medical fees are guaranteed. 3. Medical advisors are consults. 4. Repatriation to Malta is arranged as appropriate if this is considered to be medically suitable. The cost of Global Response is paid by Us. The operation of the service is governed by the terms, conditions and exclusions contained in the Policy wording. Please avoid use other than medical emergencies. Global Response. UK (+44) Please avoid use other than medical emergencies. FAX UK (+44) assistance@global-response.co.uk Please quote Your Citadel Certificate Number Policy No. TROC/42/10/ Global Response operate a multilingual office, 24 hours a day, 365 days a year and will provide immediate help in relation to a liaison with doctors and hospitals, medical bills, repatriation, air ambulance and liaison with relatives. General Information This insurance is underwritten and provided by Citadel Insurance p.l.c., an authorised insurance company which is regulated by the Malta Financial Services Authority (MFSA). The Law The Policy shall be subject to, and be interpreted and construed in accordance with the laws of Malta. Any dispute arising out of, or in connection with this Policy, shall be subject to the exclusive jurisdiction of the Maltese Courts. 25

27 Guidelines to policy holder Your Policy Document Please read Your Policy and the Schedule and any Endorsement attached, as one document to ensure they satisfy Your requirements. Claims Procedure In the event of any occurrence likely to result in a claim under Your Policy, please notify Mediterranean Insurance Brokers Ltd. in writing as soon as possible, in line with General Condition 2. Moreover, in the event of theft or other criminal offences which result in loss or damage which is covered under Your Policy, a report must be lodged with the competent authorities. Please ensure to retain and submit all relevant documentation to a claim in line with the Guidelines provided by Mediterranean Insurance Brokers Ltd. Data Protection Notice In terms of the Data Protection Act, 2001, We will process any personal and/or sensitive data supplied on/in the application/ proposal form or subsequently supplied by You, whether orally or in writing, for all or any of the following purposes: a. underwriting and issuing contracts of insurance, collecting premiums and submitting other bills, settling Claims or paying other benefits, reinsurance, co-insurance and actuarial activities; b. the proper performance of Your Policy; c. underwriting of subsequent insurance applications/proposal forms which You may lodge with Us; d. preventing, detecting and/or prosecuting fraud and any other criminal activity which We are bound to report and meeting any other specific legal or contractual obligations; e. establishing, exercising or defending any legal action; f. internal management, research and statistics, systems administration and the development and improvement of Our products and services; g. the protection and promotion of Our legitimate interests and the proper conduct of Our business; and h. informing You by direct marketing about Our range of products and services including those of Our affiliated companies, associates, insurance agents and tied insurance intermediaries or other carefully selected organisations and companies; i. relevant data will be disclosed or shared as appropriate with all Our employees and with Our affiliated companies, associates, insurance agents and tied insurance intermediaries, Your broker if any, the Malta Insurance Association, other insurance companies and other third parties if pertinent to any of the purposes listed above including the purpose listed in paragraph (h) above. Should You have availed Yourself of the services of one of Our insurance agents or tied insurance intermediaries, You confirm that You are aware that such insurance agents or tied insurance intermediaries will process Your personal data pursuant to their legal obligations. Kindly inform Us in writing should You not want to receive any direct marketing in terms of paragraph (h) above. By signing the proposal form You have confirmed that You are giving Your explicit consent, in terms of the Data Protection Act, 2001 on behalf of Yourself and all the other persons specified in the proposal form for Us to process Your respective personal information as outlined above and You confirm that You have brought this Data Protection Notice to the attention of these other persons and obtained their respective consents. You have the right to require that We provide You with access to Your personal data as well as the right to rectify or, in appropriate circumstances, erase any inaccurate, incomplete or immaterial personal data which is being processed. However, You are required to inform Us immediately of any alterations relating to Your personal data which We are processing. We undertake to implement appropriate measures and safeguards for the purpose of protecting the confidentiality, integrity and availability of all data processed. Professional Secrecy Act, 1994 We are bound by the Professional Secrecy Act, 1994 with respect to information furnished by You to Us in connection with Your Policy. However, the Insurance Business Act, 1998 provides for the exchange of such information with any other insurance 26

28 company, insurance intermediary and/or the Commissioner of Police solely for the purpose of preventing, detecting or suppressing insurance fraud. Making Yourself Heard We are committed to providing You with exceptional service, customer care and quality products. We appreciate that things can go wrong, If You have a cause for complaint, we want You to tell Us so that We can do Our best to put things right. What to do The quickest and most efficient ways in getting Your complaint dealt with are: be sure You are talking to the right person; and that You are giving them the right information. When you contact us Please give Us Your name and contact telephone number; Please quote Your Policy, and/or Claim number, and the type of Policy You hold; and Please explain clearly and concisely the reason for Your complaint. Step One Initiating Your Complaint Please refer Your complaint by calling or writing to: The Customer Complaints Director Mediterranean Insurance Brokers Ltd 53, Mediterranean Buildings, Abate Rigord Street, Ta Xbiex XBX1122 Tel: Fax: Step Two If Your complaint cannot be resolved If Your complaint is one of the few that cannot be resolved by this stage, write to Our Compliance Officer, at the same address who will arrange for an investigation into Your case. You are to request a leaflet on Information for clients on making a complaint and the relative Client Complaint Form. Both are available in English and Maltese. Read them carefully and be guided accordingly. Step Three If You are still not satisfied with Our final response to Your complaint You may write, as the last step, to the Office of the Arbiter for Financial Services, First Floor, St Calcedonius Square, Floriana FRN5130, Malta, or, complaint.info@financialarbiter.org.mt, enclosing a copy of our investigations. Our Compliance Officer shall read it carefully and be guided accordingly. Our Promise to You Acknowledge written complaints promptly. Investigate quickly and thoroughly. Keep You informed of progress. Do everything possible to resolve Your complaint. We send You a seasoned reply within 2 months from the date of acknowledgment. Use the information from complaints to continuously improve Our service. We expect that the majority of complaints will have been quickly and satisfactorily resolved at this stage. 27

29 OPTIONAL EXTENSIONS ATTACHING TO AND FORMING PART OF TRAVEL INSURANCE POLICY NO. TROC/42/10/ in the name of HSBC BANK MALTA p.l.c. (available at an additional premium at the request of the Eligible Member). Any premia quoted are net of duty and fees which will be charged over and above the amounts noted herein. Kindly contact MIB Insurance Brokers for more information about the total applicable charges. 1. Rental vehicle excess Notwithstanding anything contained herein to the contrary, it is hereby declared and agreed that at the request of the Eligible Member, this Insurance is deemed to be extended to include the following Extension for the duration of the trip. In the event of loss by theft, collision or damage to a Rental Vehicle during a trip outside the Maltese Islands, Insurers will indemnify the Policy holder for any excess or deductible amounts, stated in the Rental Vehicle insurance policy, that an Insured Person is legally liable to pay. The maximum amount payable under this Endorsement is 750. Specific Provisions applicable to the Rental Vehicle Excess a. The Insured Person must comply with all requirements of the rental company under the hiring agreement and of the insurer under the insurance policy applicable to the Rental Vehicle. b. The Insured Person must have elected to take out insurance covering loss of or damage to the Rental Vehicle as part of the Rental Vehicle agreement. c. The Rental Vehicle must be rented from a licensed Rental Vehicle company. d. The Insured Person must inspect the Rented Vehicle before taking charge of it. Specific Definitions applicable to Rental Vehicle Excess Rental Vehicle shall mean any vehicle rented for 30 days duration or less by an Insured Person under a licensed Rental Vehicle agreement, during a trip. Specific Exclusions applicable to Rental Vehicle Excess Insurers shall not be liable for: a. loss or damage to a Rental Vehicle caused deliberately by the Insured Person/Eligible Member; b. loss or damage to a Rental Vehicle arising out of failure to maintain the Rental Vehicle according to manufacturer s service schedule, wear and tear, gradual deterioration, mechanical or electrical failure not attributable to accidental damage and damage that existed at the commencement of the period of rental; c. any Rental Vehicle Excess incurred where the Insured Person/ Eligible Member was on a trip exceeding 30 days duration; d. loss or damage to third party property or injury to any person; e. loss or damage arising out of operation of the Rental Vehicle in violation of the terms of the rental agreement. It is further agreed, that this Extension is subject to an additional premium of Govt duty per trip. Subject otherwise to the terms, exceptions, conditions and limitations of this Policy. 2. Winter sports extension Notwithstanding anything contained herein to the contrary, it is hereby declared and agreed that at the request of the Eligible Member, the Insurance granted by this policy shall be extended to cover Winter Sports (excluding ski racing in major events, ski jumping, ice hockey, ski boarding, snowboarding and the use of bob sleighs or skeletons) for the duration of the trip. In consequence of the foregoing Exclusion 3(g) under Exclusions to Section 1, 2, 3 and 9 is deemed to be amended to read as follows: 28

30 3. We shall not make any payment in respect of death, injury, illness or disablement resulting from: g. ski racing in major events, ski jumping, ice hockey, ski boarding, snowboarding and the use of bob sleighs or skeletons. It is further agreed, that this Extension is subject to an additional premium of plus Govt Duty per Eligible Member per trip. Subject otherwise to the terms, exceptions, conditions and limitations of this Policy. 3. Specified items extension Notwithstanding anything contained herein to the contrary, it is hereby declared and agreed that at the request of the Eligible Member, Section 4 Baggage shall be extended to include specified items (including sports equipment) for the duration of the trip. This extension is subject to the following: a. a maximum limit of 3,000 per trip per Eligible Member; b. a list of the insured equipment shall be submitted to Us; c. an additional premium calculated at 1% of the specified items value with a minimum premium of plus Govt Duty per Eligible Member per trip is to apply. It is also warranted that the specified insured items are never left unattended unless in a locked up building. Subject otherwise to the terms, exceptions, conditions and limitations of this Policy. 4. Increase in baggage limit for cruises Notwithstanding anything contained herein to the contrary, it is hereby declared and agreed that at the request of the Eligible Member, the total amount payable in respect of each Insured Person/Eligible Member as specified under the Limit of Amount Payable under Section 4 Baggage shall be increased to 4,700 any one cruise trip. It is further agreed, that this Extension is subject to an additional premium of 3.00 plus Govt Duty per Insured Person/Eligible Member per trip. Subject otherwise to the terms, exceptions, conditions and limitations of this Policy. 5. Section 12 Cancellation of trip (Extreme weather conditions) It is hereby declared and agreed that at the request of the Eligible Member, and subject payment of the additional premium, this policy shall be extended to include the following: If your booked trip by air or sea is cancelled due to extreme weather conditions or other natural catastrophes we will pay you for: 1. travel and accommodation charges which you had already paid and cannot recover if you choose to cancel your trip in the event that your trip is cancelled or delayed for more than 24 hours; and 2. the cost of reasonable travel and accommodation charges which you have necessarily incurred due to the forced extension of your trip. Limit of amount payable The maximum amount we will pay under this Section is 2,500 for each Insured Person. What is not covered a. Any cost(s) or expense(s) payable by or recoverable from the carrier, tour operator, hotel or any other service provider. b. Cancellation for the booked trip for any reason other than extreme weather conditions or other natural catastrophes. c. Claims for unused travel or accommodation arranged by using air miles or similar promotions. d. The first 25 of each and every claim per Insured person. 29

31 e. Claims other than adverse weather conditions and natural catastrophes originating from withdrawal from service, temporary or otherwise of an aircraft or sea or land vessel on the order(s) or recommendation(s) of Port Authority or Civil Aviation authority or any other similar body in any country. Special conditions 1. We will only pay for one claim under Sections 1,11 and We will only pay for claims originating from adverse weather conditions or other natural catastrophes which did not exist at the time You applied for this insurance. 3. When making Your claim, You must provide proof of the additional expense(s) or charge(s) which You have incurred. 4. You must provide written confirmation from the carrier stating reason for the cancellation of the booked trip. The premium being charged for this extension is 10 per adult and 3.50 per child (between 2 and 15 years of age). It is further agreed, that this Extension is subject to an additional premium of: 8.00 plus Govt Duty per Insured Person/Eligible Member per trip iro adults 3.50 plus Govt Duty per Insured Person/Eligible Member per trip iro children. Subject otherwise to the terms exceptions conditions and limitations of the policy. 6. Maximum duration of trip Extension It is hereby declared and agreed that at the request of the Eligible Member and subject payment of the additional premium, the maximum duration of travel under this policy for a trip which is duly specified to a specified destination and for a specified period, shall be extended beyond the maximum duration of trip of 90 days for the period requested by the Eligible Member but only up to a maximum of 120 days (4 months) in total for the whole trip. It is further agreed that this Extension is subject to an additional premium per Insured Person/Eligible Member as follows: Trips to Europe: plus Govt Duty per week or part thereof; Trips to anywhere else in the world: plus Govt Duty per week or part thereof Subject otherwise to the terms, exceptions, conditions and limitations of this Policy. Dated: 1 July 2015 EXD: JG/uw 30

32 Section 4 Purchase Protection Insurance The Insured, having made to the Company a written proposal and declaration which shall be the basis of this contract and having paid or agreed to pay the premium, the Company will indemnify the Insured in respect of the Contingencies occurring during the period of insurance subject to the terms, exceptions and conditions contained herein or endorsed hereon. Contract and Jurisdiction Clause This Policy shall for all effects and purposes be deemed to be a Maltese contract and shall be governed by and according to Maltese Law. Without prejudice to any arbitration proceedings in Malta under current statutory provision, this Policy shall be subject to the exclusive jurisdiction of the Maltese courts. We will pay only in respect of judgments, orders or awards that are delivered by or obtained from a court within Malta, or in Arbitration in Malta under current statutory provisions. We will not pay in respect of any judgment, order or award obtained in Malta for the enforcement of a judgment or arbitration award obtained elsewhere or to costs and expenses of litigation recovered by any claimant from you or any other persons entitled to indemnity under this policy which costs and expenses of litigation are not incurred in Malta. Signed for and on behalf of Citadel Insurance p.l.c. 31

33 Purchase Protection Insurance Terms and Conditions of Cover Policy Art/42/10/ As an HSBC Premier Cardholder you are entitled to free purchase protection insurance cover. The intention of this document is to provide you with brief details of the insurance cover provided. We strongly recommend that you read this document so as to familiarise yourself with the policy benefits, terms and conditions. Should you require clarification or to view the full details of the insurance coverage as provided by the respective master policy document or need to make a claim, you are kindly requested to contact our insurance brokers namely: Mediterranean Insurance Brokers (Malta) Ltd 53, Mediterranean Building, Abate Rigord Street Ta Xbiex XBX1122 Malta Tel: Fax: hsbcclaims@mib.com.mt Definitions Retail Goods Any item purchased with the HSBC Premier Account Cards and/or Debit Card except those specifically excluded under Exclusions Valuables Jewellery and items made of precious metals or precious stones. The Card HSBC Premier Account Card and/or Debit Card Card holder The person named on the Card Cover Insurers will pay the Cardholder for the amount of the loss, theft or damage, or by repair, reinstatement or replacement of retail goods paid for with the Card provided that the loss, theft, or damage occurs during the first 120 calendar days from the date of purchase: 1. up to the value of the goods shown on your statement, subject to a maximum of 1,900 for each item and 9,400 any one occurrence. Items belonging to a set or pair will be covered up to the purchase price of the set or pair, provided that the items are unusable separately and cannot be replaced individually; 2. up to 14,000 in any one calendar year in the aggregate for each Cardholder, regardless of the number of Cardholders or Cards issued; 3. cover includes both local purchases and Goods purchased from abroad including internet purchases. Cover on Goods purchased from abroad including internet purchases will commence once the Goods are received in good condition and full function order. Exclusions 1. The following Purchases are excluded from this cover: a. cash, bank notes, travellers cheques, letters of credit, travellers ticket, passports and green cards; b. living animals or plants; c. sports equipment whilst in use; d. motorised vehicles or transport of any kind; e. valuables; f. goods obtained fraudulently or where the Cardholder knowingly makes a false or fraudulent claim; g. any item purchased for commercial use solely away from residential premises; h. any item not purchased in full at the point of sale with a single transaction. 32

34 2. Any claim for loss or damage arising from: a. moth, vermin, wear and tear, rust, gradual deterioration, depreciation or any alteration repairs or cleaning; b. any product which has a design defect, malfunctions, breaks down or is misused; c. mysterious disappearance of the goods or property the vanishing of a consumer product in an unexplained manner marked by an absence of evidence of the wrongful act of another. 3. Any loss, theft, or damage: a. incurred prior to the delivery and personal acceptance by the Cardholder or designee of the retrieved goods in perfect condition; b. occurring while the retail goods are under the care, custody or control of a third party; c. if the Cardholder does not exercise reasonable care for the safety and supervision of the goods; d. where the Terms and Conditions of such other Insurance Policies have been breached. 4. Any consequence of war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power. 5. This policy does not cover: a. damage caused by pressure waves from aircraft and other aerial devices travelling at sonic or supersonic speeds; b. loss or damage to any property, any resulting loss or expense or any legal liability that is caused by or contributed to, or that arises from:- i. ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; ii. the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component of such an assembly. 6. Loss or damage caused by, or contributed to, or that arises from riot or civil commotion outside Malta. 7. Loss or damage to any property caused during seizure of, or confiscation or attempts at either of these by Customs or other Authorities. 8. Incidental and Consequential losses including bodily injury, property damage or punitive damages together with resulting legal fees and legal costs. 9. Loss, damage, cost or expense and any legal liability of whatsoever nature directly or indirectly caused by, resulting from or in connection with any act of terrorism regardless of any other cause or event contributing concurrently or in any other sequence to the loss. For the purpose of this endorsement an act of terrorism means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisation(s) or government(s), committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear. This endorsement also excludes loss, damage, cost or expense and any legal liability of whatsoever nature directly or indirectly caused by, resulting from or in connection with any action taken in controlling, preventing, suppressing or in any way relating to any act of terrorism. If the Company alleges that by reason of this exclusion, any loss, damage, cost or expense is not covered by this insurance the burden of proving the contrary shall be upon the Insured. In the event any portion of this endorsement is found to be invalid or unenforceable, the remainder shall remain in full force and effect. 10. Damage to data or software, in particular any detrimental change in data, software or computer programs that is caused by a deletion, a corruption or a deformation of the original structure. 33

35 Consequently the following are excluded from this policy: a. loss or damage to data or software, in particular any detrimental change in data, software or computer programs that is caused by a deletion, a corruption or a deformation of the original structure, and any business interruption losses resulting from such loss or damage. Notwithstanding this exclusion, loss of or damage to data or software which is the direct consequence of insured physical damage to the substance of property shall be covered; b. loss or damage resulting from an impairment in the function, availability, range of use or accessibility of data, software or computer programs, and any business interruption losses resulting from such loss or damage. 11. The first 60 of each and every loss. 12. Any amounts which the Cardholder can recover from someone or somewhere else, or anything which is covered or under insured by another insurance policy. General Conditions 1. Insurers can: a. recover any payment made under the policy to anyone else at their own expense and for their own benefit and they can do it in the Cardholder s name b. ask the Cardholder for all the information and help that they need. 2. If Insurers have accepted a claim but there is disagreement over the amount to be paid, an arbitrator (to be appointed by mutual consent) will decide. When this happens, the arbitrator must decide on an award before proceedings are started against Insurers. The law The policy shall be subject to, and be interpreted and construed in accordance with the laws of Malta. Any dispute arising out of, or in connection with this policy, shall be subject to the exclusive jurisdiction of the Maltese Courts. Claims procedure 1. Claims must always be submitted (were applicable) initially to the Cardholder s insurance carrier, renter s insurance carrier, personal property insurance carrier, motor vehicle insurance carrier, business property insurance carrier of anyone causing the loss, as the case may be, prior to submitting the Purchase Protection claim. A copy of those claims, any settlement documents, and the claim cheque, as applicable, must be submitted with the Purchase Protection claim. The Cardholder must submit proof, such as a copy of their insurance policy, to show that the item would not be covered under the policy or would not be covered because its purchase price was less than the excess on their primary insurance. 2. In the event of loss by theft, the Cardholder must notify the police or appropriate authorities where the incident took place within 48 hours of discovery of the loss. General Information This insurance is underwritten and provided by Citadel Insurance p.l.c., an authorised insurance company which is regulated by the Malta Financial Services Authority. Your Policy Document Please read Your Policy and any Endorsement attached, as one document to ensure they satisfy Your requirements. Data Protection Notice In terms of the Data Protection Act, 2001, We will process any personal and/or sensitive data supplied on/in the application/ proposal form or subsequently supplied by You, whether orally or in writing, for all or any of the following purposes: 34

36 a. underwriting and issuing contracts of insurance, collecting premiums and submitting other bills, settling Claims or paying other benefits, reinsurance, co-insurance and actuarial activities; b. the proper performance of Your Policy; c. underwriting of subsequent insurance applications/proposal forms which You may lodge with Us; d. preventing, detecting and/or prosecuting fraud and any other criminal activity which We are bound to report and meeting any other specific legal or contractual obligations; e. establishing, exercising or defending any legal action; f. internal management, research and statistics, systems administration and the development and improvement of Our products and services; g. the protection and promotion of Our legitimate interests and the proper conduct of Our business; and h. informing You by direct marketing about Our range of products and services including those of Our affiliated companies, associates, insurance agents and tied insurance intermediaries or other carefully selected organisations and companies. Relevant data will be disclosed or shared as appropriate with all Our employees and with Our affiliated companies, associates, insurance agents and tied insurance intermediaries, Your broker if any, the Malta Insurance Association, other insurance companies and other third parties if pertinent to any of the purposes listed above including the purpose listed in paragraph (h) above. Should You have availed yourself of the services of one of Our insurance agents or tied insurance intermediaries, You confirm that You are aware that such insurance agents or tied insurance intermediaries will process Your personal data pursuant to their legal obligations. Kindly inform Us in writing should You not want to receive any direct marketing in terms of paragraph (h) above. By signing the proposal form You have confirmed that You are giving Your explicit consent, in terms of the Data Protection Act, 2001 on behalf of yourself and all the other persons specified in the proposal form for Us to process Your respective personal information as outlined above and You confirm that You have brought this Data Protection Notice to the attention of these other persons and obtained their respective consents. You have the right to require that We provide You with access to Your personal data as well as the right to rectify or, in appropriate circumstances, erase any inaccurate, incomplete or immaterial personal data which is being processed. However, You are required to inform Us immediately of any alterations relating to Your personal data which We are processing. We undertake to implement appropriate measures and safeguards for the purpose of protecting the confidentiality, integrity and availability of all data processed. Professional Secrecy Act, 1994 We are bound by the Professional Secrecy Act, 1994 with respect to information furnished by You to Us in connection with Your Policy. However, the Insurance Business Act, 1998 provides for the exchange of such information with any other insurance company, insurance intermediary and/or the Commissioner of Police solely for the purpose of preventing, detecting or suppressing insurance fraud. Making Yourself Heard We are committed providing You with exceptional service, customer care and quality products. We appreciate that things can go wrong. If You have a cause for complaint, We want You to tell Us so that We can do Our best to put things right. What to do The quickest and most efficient ways in getting Your complaint dealt with are: be sure You are talking to the right person; and that You are giving them the right information. 35

37 When You contact Us Please give Us Your name and contact telephone number; Please quote Your Policy, and/or Claim number, and the type of Policy You hold; and Please explain clearly and concisely the reason for Your complaint. Step One Initiating Your complaint Contact Us by calling or writing to Us using the relevant details below: Head of General Underwriting Department Citadel Insurance p.l.c. Casa Borgo 26 Market Street, Floriana FRN Tel: Fax: We expect that the majority of complaints will have been quickly and satisfactorily resolved at this stage. Step Three If You are still not satisfied with Our final response to Your complaint You may write, as the last step, to the Office of the Arbiter for Financial Services, First Floor, St Calcedonius Square, Floriana FRN5130, Malta, or, Our Compliance Officer shall provide You with a leaflet on Information for Consumers issued by the Office of the Arbiter. Read it carefully and be guided accordingly. Our promise to You We Acknowledge Your written complaints promptly and provide You with important information relating to the investigation. We investigate quickly and thoroughly. We keep You informed of progress. We do everything possible to resolve Your complaint. We send You a reasoned reply within 2 months from the date of acknowledgement. Step Two If Your complaint cannot be resolved If Your complaint is one of the few that cannot be resolved by this stage, write to Our Compliance Officer, at the same address, who will arrange for an investigation of Your case. You are to request a leaflet on Information for clients on making a complaint and the relative Client Complaint Form. 36

38 Section 5 HSBC Premier Head Start Account The use of the Premier Head Start Account is governed at all times by i. the Premier Head Start Account Terms and Conditions which are available online: ii. the General Terms and Conditions Accounts (the General Terms ) and iii. all other terms and conditions governing the relevant accounts, transactions, dealings, services, products, information, goods, benefits or privileges together hereinafter referred to as the Terms. The terms used in the Premier Head Start Account Terms and Conditions, unless defined herein or the context otherwise requires, shall bear the same meaning assigned to them in the General Terms. Eligibility Basic features The Eligible Premier Customer can request the opening of an HSBC Premier Head Start account for any children or dependents under 25 years of age and with legal guardianship of the Eligible Premier Customer provided they are residing in the same household. Interest on such account is calculated on a daily basis and is credited/debited to the account annually towards the end of December. Interest will be allowed/charged at such rates and on such terms and conditions, as listed in the General Terms. The current interest rates are available on our website, by phoning us, or by asking a member of staff at any of our branches. When we change the interest rates on your account, we will update this information within three working days. The HSBC Premier Head Start account can be retained until the account holder reaches the age of 25 years provided that the Parent or Legal Guardian remains eligible and retains the Premier Proposition. Once the account holder reaches the age of 25 years, or if the Parent or Legal Guardian is no longer a Premier customer, the Bank reserves the right to switch the existing HSBC Premier Head Start account to another account type. 37

39 Section 6 Premier Proposition Eligibility To qualify for HSBC Premier you need to have and maintain a minimum balance of 70,000 in savings or investments with HSBC Bank Malta p.l.c. The Bank reserves the right to remove your Premier status if you no longer meet the aforementioned eligibility criteria. Benefits for Your Family Benefits to Immediate Family Members under the Premier Proposition are only available if such Immediate Family member is an existing customer of HSBC Bank Malta p.l.c. Travel insurance Benefit will, however, apply to your Immediate Family Members irrespective of whether these are HSBC Bank Malta p.l.c. customers or otherwise. Terms and Termination You can at any time choose to cancel the HSBC Premier proposition; you can do this by going into one of our branches or contacting your Premier Relationship Manager. You must destroy any unused cheques and all cards bearing the Premier mark by cutting them through the magnetic stripe appearing at the back. We may also terminate this agreement or cancel or suspend the HSBC Premier Proposition or the use of a Card at any time by giving you 60 days prior notice in writing or such other shorter notice period as may be allowed by law, advising you of the Terms and Conditions including any fees of the new Programme (if applicable). Such termination will bring to an end these Premier Account Terms & Conditions as well as the Terms in so far as they apply to the HSBC Premier Proposition granted to Premier customers. 38

40 This notice period however shall not apply where the HSBC Premier Proposition, the Card, the Account or the Rewards Programme has been or is likely to be misused or in the event of any other serious reason including breach, or possible breach, by you (or any additional card holder) of any of the HSBC Premier Terms and Conditions including failure to meet the eligibility criteria, in which case termination, cancellation or suspension will be immediate. In the event that your HSBC Premier status is withdrawn or terminated either by you or by the Bank, any benefits and any credit limits enjoyed under the HSBC Premier proposition will be revoked and new, benefits, charges and credit limits (if any) of the new proposition will be provided. Immediately upon any such withdrawal or termination, any preferential discount on interest rate granted on loans and other credit facilities as a result of such status, if any, will also be immediately revoked and changed to the standard retail interest rate quoted on the sanction letter or other terms of the facility. 39

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42 41 Approved and issued by HSBC Bank Malta p.l.c. HSBC RBWM Centre, 80 Mill Street, Qormi QRM 3101 Customer Service PremierWP /2017 Designed by BPC