Car insurance

Complimentary breakdown cover for Royalties customers

If you’re a Royalties customer, you will receive free Level 4 Breakdown cover from Green Flag when you buy car insurance from us over the telephone. It's just another benefit of having a Royalties current account.

Unfortunately this benefit isn't available if you apply for car insurance online.

Even if you've not got a Royalties account, we'll still offer you Green Flag Motoring Assistance at specially negotiated rates.

How will you get around after an accident? If your car's being repaired by one of our authorised centres, you get a courtesy car while your car's being repaired. This is subject to availability.

We're here to help if your car can't be driven because of damage which is insured by the policy. We'll recover your vehicle, and deliver it to a repairer. We'll even deliver the car back to you, if you like.

One call is normally all it takes to arrange recovery and other help.

We have a nationwide network of approved repair centres. All the parts they supply are guaranteed for three years.

With The Royal Bank of Scotland, you can earn up to 65% no-claims discount. And with a valuable discount like that, it's good to know that if you're eligible, you can protect your no-claims discount.

If you're over 50 years of age, you can earn up to 70% no claims discount when you take out a car insurance policy with us.

It's surprising how much it costs to replace the audio and electrical equipment in your car. With us you're covered right up to £1000 for in-car stereo, television, telephone and satellite navigation equipment.

This benefit is only available with our comprehensive cover, and you will still need to pay the policy excess.

With our comprehensive cover, you can replace that broken glass without affecting your no-claims discount. All you have to pay is your policy excess.

Choose this option, and if an accident's not your fault, we'll help recover uninsured losses for you and your spouse. That includes recovering your excess under our comprehensive policy. We'll also pay up to £50,000 legal costs.

Royal Bank of Scotland Car Insurance and Green Flag Motoring Assistance are underwritten by UK Insurance Limited and is arranged through Royal Bank of Scotland Insurance Services which acts as an insurance intermediary under the Association of British Insurers Code of Practice. Motoring Assistance is provided through the Green Flag Group. All are members of The Royal Bank of Scotland Group.

Royal Bank of Scotland Insurance Services is a trading name of RBS Group Insurance Services Limited. Registered Address:

Waterhouse Square,
138 - 142 Holborn,
London
EC1N 2TH.
Registered No: 2168710, England.

UK Insurance Limited is a member of the General Insurance Standards Council (GISC) and complies with the GISC Private Customer Code, a copy of which is available on request. Registered Office:

The Wharf,
Neville Street,
Leeds
LS1 4AZ.
Registered No. 1179980, England.

Written quotations are available on request from any branch.

All Royal Bank of Scotland insurance products are subject to acceptance of underwriting criteria.

Calls may be recorded.

Customer Care

Complaints Procedure

We will always try to be fair and reasonable whenever you have need of the protection of this Policy. We will also act quickly to provide that protection.

Should there ever be an occasion when you feel we have failed to do this, then please let us know. We will do everything possible to make sure your complaint is dealt with quickly and fairly. The easiest way to complain is simply to give us a call. Alternatively, should you feel the need to write, please address your letter to:

Customer Liaison Unit
Royal Bank of Scotland Insurance Services
PO Box 106
37 Broad Street
Bristol
BS99 7Q

Our staff will attempt to resolve your complaint immediately. If this is not possible, we promise to acknowledge your complaint within 5 business days of receipt. We will then endeavour to resolve your complaint as quickly as possible. If we are unable to do so within 4 weeks, we will write and let you know the reasons why and the further action we will take.

If we cannot resolve the differences between us, we will issue a final response letter. Upon receipt of this, you may refer your complaint to the Financial Ombudsman Service (FOS), who will then liaise with us on your behalf. The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
(Telephone: 0845 080 1800)

Please note the Financial Ombudsman Service may only deal with the complaint once you have been issued with a final decision letter. If you do refer your complaint to the Financial Ombudsman Service, this will not affect your right to take legal action.

A full copy of our complaints procedure leaflet is available from your local branch upon request.

Choice of Law

Under European Law, You and We may choose which law will apply unless both parties agree otherwise.

Data Protection and Fraud Prevention

To meet the requirements of current data protection law, we have provided you with the information below. It tells you about the systems that we have in place to help us prevent and detect fraud. The savings we make by using these systems help us to keep down the cost of our premiums.

What we do with your information

Please take a few minutes to read this notice as it contains important information relating to the details that you have given us. You should also show this document to anyone else who is covered under your policy.

The Data Controllers are RBS Group Insurance Services Limited and UK Insurance Limited.

Managing your insurance policy

We will use the information that you have given us to manage your insurance policy, including underwriting and claims handling. This may include disclosing it to other insurers, regulatory authorities or to our agents who provide services on our behalf.

Who we will speak to about your policy

At the request of many of our customers and to make managing your insurance more convenient, it is our policy to deal with your spouse or partner who calls us on your behalf, provided they are named on this policy. If you would like someone else to be able to deal with your policy for you on a regular basis please let us know. In some exceptional circumstances we may also deal with other people who call us on your behalf. If at any time you would prefer us to deal only with you, please call us to let us know.

Sensitive information

In order to provide you with insurance we will need to process sensitive information (such as information about health) about you and others named on the insurance policy. Please get consent from the other people named on your policy before sharing their sensitive information with us.

Automatic renewals

If you have taken advantage of our automatic renewal service we will retain your payment details securely on our files so that we can take your premium at next renewal. Each year we will write to you in advance to remind you that this is happening.

Fraud prevention and detection

In order to prevent and detect fraud we may at any time:

• Share information about you across the Royal Bank of Scotland Group and with other insurers;
• Pass your details to Insurance Hunter, a central insurance application and claims checking system, whereby it may be checked against information held by Insurance Hunter and shared with other insurers;
• Check your details with fraud prevention agencies and, if you give us false or inaccurate information and we suspect fraud, we will record this with the fraud prevention agency. We and other organisations may also use and search these records to:
• help make decisions about credit and credit related services for you and members of your household;
• help make decisions on motor, household, credit, life and other insurance proposals and claims for you and members of your household;
• trace debtors, recover debt, prevent fraud and to manage your insurance policies;
• check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
• Undertake credit searches and additional fraud searches.

Information on products and services

We may use your details to send you information about other products and services provided or recommended by companies in the Royal Bank of Scotland Group or to carry out research. We may contact you by letter, e-mail or telephone. If you would prefer not to receive marketing information or participate in research, simply tell us when you call next.

Please be reassured that we won't make your personal details available to any companies outside the Royal Bank of Scotland Group to use for their own marketing purposes.

You are entitled on payment of a fee to receive a copy of the information we hold about you. This will be information that you have given us during your policy. We do not hold any information relating to your credit status. If you would like a copy of your information, please contact the Data Protection Officer, 3 Edridge Road, Croydon, CR9 1AG.