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General

You can contact the Private Direct support team:

You can book a meeting room at our Private Banking Facilities by calling us on 0800 1456 456.

You can contact the Private Direct support team:

You can apply to open a Private Savings Account by contacting your Private Manager, or book a free callback at a time to suit you.

Arrange a callback

You must currently hold a Private Current Account, Current Account Tracker, Flexible Repay Private or Rapid Repay Private to open a Private Savings Account.

Travel insurance

Worldwide Family Multi Trip Travel insurance is provided and underwritten by AIG (American International Group UK Limited).

No, you don’t need to activate your travel insurance but there are some actions you should take.

If you or anyone insured on the travel insurance policy have any pre-existing medical conditions, you may need to inform AIG, as these may affect your travel insurance cover. You can contact them on 01273 740 975. See the question: When do I need to tell the travel insurer about any pre-existing medical conditions? for more information.

Also, you may wish to download and register for the virtual medical care app. Virtual medical care app gives you round the clock access to medical advice from a GP and allows you to arrange appointments as well as conduct video consultations with GP’s. Alternatively you can learn more about Virtual Medical Care at www.aig.co.uk. You will need your sort code as your policy number/reference.

You must call AIG on 01273 740 975 to tell them about a pre-existing medical condition if:

  1. In the last 12 months have you or anyone insured on this policy been:
    1. Referred to see a specialist or on a waiting list to see a specialist?
    2. Referred to or attended hospital for any reason (including tests and procedures) or on a waiting list to attend hospital for any reason?
    3. Seen by a medical practitioner more than once for the same condition?
    4. Prescribed two or more medications for a medical condition or had any changes to your or their current medications?
  2. Have you or anyone insured on the policy has ever received any medical advice, treatment or medication for any of the following conditions:
    1. Any heart or circulatory condition? For example: heart failure, angina, value disease?
    2. Any cerebrovascular condition? For example: a stroke, any type of aneurysm, stenosis etc. This excludes low/high blood pressure and/or low/high cholesterol?
    3. Any respiratory (breathing) condition which is combined with being a smoker? For example: emphysema or COPD?
    4. Any congenital (birth defect) or genetic condition that has resulted in a physical disability?
    5. Any cancerous condition?
    6. An organ transplant?

You will not be covered for any claims related to any of these pre-existing medical conditions unless AIG agrees to cover them.

If AIG are unable to provide cover for your medical conditions, MoneyHelper has introduced a directory of travel insurance firms which can help consumers with existing medical conditions access travel insurance that covers their conditions. For example, this might include how you can get cover for a condition that may be currently excluded on your policy or where you are paying an additional premium to cover your medical condition(s).

If you would like further information, please visit Money Helper or call 0800 138 7777.

Yes, cover is provided in the United Kingdom if you stay in pre-booked accommodation for at least two nights away from where you usually live.

No, other family members* can benefit from the travel insurance even if you’re not travelling with them. Children under the age of 18 can travel separately to the Private Current Account holder if they are travelling with a relative, guardian or person with a duty of care.

*A family member is:

  • A child or children of the Private Current Account holder or the Private Current Account holder’s Partner who is under 18 years of age and is either in full-time education or living with them.
  • Or A person who is either, a Private Current Account holder’s husband/wife, civil Partner, fiancé/fiancée, boyfriend/ girlfriend and who permanently lives at the same address, provided they are under 75 years of age.

You’re fully covered for any number of trips so long as no single trip is for longer than 31 days.

You can upgrade your policy to cover trips for up to 45 days or 62 days – by paying an additional premium. If you would like to upgrade your cover call 0330 123 3106.

Yes, provided that the cruise does not travel to or through Cuba, Iran, Syria, North Korea or the Crimea region. The medical expenses limit for cruises within the UK is £10,000. Outside the UK the medical expenses limit for cruises is £10,000,000. You can see your full policy wording here.

Coronavirus and your Private Travel insurance

On the 11 March 2020, the World Health Organisation (WHO) declared coronavirus (COVID-19) a pandemic. As of 11 March 2020, coronavirus is therefore considered a ‘foreseen event’, which means certain parts of your travel insurance policy may not apply.

And remember, before you book a trip or travel, check the latest Foreign, Commonwealth & Development Office (FCDO) guidance. If the FCDO is advising against all but essential travel to your destination, your travel insurance won’t cover you.

Here’s a summary of what you are and aren’t covered for when it comes to COVID-19. For all the detail, read your Private Travel Insurance Policy Wording.

Here’s what you’re covered for

  • You’re covered for cancelling your trip or cutting your trip short if you, or a relative or a person you are travelling with fall ill with COVID-19. This only applies if you had not tested positive for COVID-19 or were not awaiting test results for COVID-19 at the time of booking your trip.
  • You’re covered for emergency medical expenses if you fall ill with COVID-19 while you’re away unless you are travelling against medical advice . This includes cover for reasonable and necessary additional travel expenses to return home to the UK – for you, your partner and up to four dependant children if they’re travelling with you.

Here’s what you’re not covered for

  • Any claim where you are unable to provide appropriate medical evidence that you have COVID-19. Details of the evidence required can be found under “Need to make a claim?”
  • You won’t be covered if you’re cancelling your trip because the FCDO is advising against ‘all but essential travel’ to your destination as a result of an epidemic or pandemic such as COVID-19. But you may still have options. Speak to your travel provider (tour operator, accommodation provider, airline, or travel agent) for a refund or to see if they can change your booking. If you paid for any part of your trip with your credit or debit card, check with your card provider to see if you’re entitled to a refund.
  • You won’t be covered for claims due to travel or movement restrictions such as local or national lockdowns, quarantines or any need to self-isolate as a result of the pandemic (unless you are actually ill with COVID-19)
  • Any claims as a result of the insolvency of your airline or travel provider are not covered.
  • Your travel insurance also won’t cover you if you change your mind and decide you do not want to travel.
  • Any costs for COVID-19 tests prior to travelling.

Need to make a claim?

To make a claim, call AIG on 0330 123 3106 (Monday to Friday between 9am and 5pm) or email virginmoneytravelclaims@aig.com. To make sure things go as smoothly as possible, make sure you have all the right documentation to hand.

When submitting a claim, AIG will ask for:

  • Your original booking, and which parts of it are non-refundable.
  • Cancellation invoices for all parts of your holiday (such as flights, accommodation, car hire).
  • Correspondence and medical records from your doctor or medical practitioner.
  • Evidence of a positive COVID-19 test result (where you are making a claim due to contracting coronavirus). We will only accept a PCR test result or a verified lateral flow/antigen test result with a certificate. We will not for example accept an at home lateral flow test with confirmation of upload to the NHS or other website.

Remember, travel insurance only covers you for non-refundable costs. Therefore, you should contact your travel provider (tour operator, accommodation provider, airline, or travel agent) in the first instance for a refund. If you paid for any part of your trip with your credit or debit card, you could also check with your provider to see if you’re entitled to a refund.

AIG will consider each claim based on the individual facts and circumstances surrounding the events.

Concerned you might have COVID-19 symptoms?

As part of your travel insurance cover, you have access to the Virtual Medical Care service, which can provide you, your partner or dependant children with unlimited, 24/7 access to a GP who can give information and advice.

You can access the Virtual Medical Care service by phoning 0203 499 0658, downloading the Virtual Medical Care App or visiting the website at virtualmedicalcare.co.uk. You will need to use your sort code as your reference/policy number.

View our most frequently asked questions

Frequently asked questions about coronavirus

Frequently asked questions about coronavirus (COVID-19)

No, you do not need to be vaccinated against COVID-19 to be insured under the policy.

There are specific events for which you are covered for cancellation under your policy. If your travel provider has cancelled or postponed due to the existence of COVID-19 or the pandemic, this is not a covered event under your policy.

Travel insurance also only covers non-refundable costs. If you have been allowed to change your booking date or received a voucher, credit or any other form of compensation, you will not be able to claim under the policy.

However, your travel provider (tour operator, accommodation provider, airline, or travel agent) should provide you with a refund if they cancelled your trip. If you paid for any part of your trip with your credit or debit card, you could also check with your provider to see if you are entitled to a refund.

No, you won’t be covered and can’t make a claim if you decide to travel to a destination against FCDO advice. This applies even if the FCDO guidance wasn’t in place when booked your trip but is in place by the time you’re due to travel.

Sorry, your travel insurance won’t cover you for cancellation if you change your mind and decide you no longer want to travel. This is because you not wanting to travel (also known as ‘disinclination to travel’) isn’t covered under your policy terms and conditions.

Yes – you can claim for emergency medical expenses if you become seriously ill with COVID-19. You can also claim for reasonable and necessary travel expenses incurred as a result of becoming ill.

Please note that we will only accept a PCR test or a verified lateral flow/antigen test result with a certificate as evidence of COVID-19. We will not for example accept an at home lateral flow test with confirmation of upload to the NHS or other website.

Yes – trips cancelled or cut short as a result of a serious illness, including testing positive for COVID-, are covered. This includes the serious illness of a person you have booked to travel with or a friend living abroad who you had planned to stay with.

Please note that we will only accept a PCR test result or a verified lateral flow/antigen test result with a certificate as evidence of COVID-19. We will not for example accept an at home lateral flow test with confirmation of upload to the NHS or other website. The cost of the test/s is not covered by the travel insurance.

Yes – you can make a claim for you, your partner living with you and up to four dependants in these circumstances. Your partner must be under the age of 75 and your dependants must be under the age of 18 and either living with you or in full-time education. You are not able to claim for anyone else, even if you booked the trip for them.

Please note that we will only accept a PCR test result or a verified lateral flow/antigen test result with a certificate as evidence of covid-19. We will not for example accept an at home lateral flow test with confirmation of upload to the NHS or other website. The cost of the test/s is not covered by the travel insurance.

You will only be able to claim for cancellation of your trip if the change in FCDO advice is not due to an epidemic or pandemic, such as COVID-19.

The military conflict between Russia and Ukraine may impact travel insurance coverages and benefits, and AIG’s ability to provide certain travel-related assistance services, for travel to, from or within Ukraine, Belarus or Russia.

DragonPass Premier+ Airport Lounges

The DragonPass Premier+ benefit and website is managed Assurant and DragonPass International Ltd.

To be able to access all of the DragonPass benefits and services, you should download and register for the DragonPass Premier+ app or website.

DragonPass Premier+ app is available to download from the Google Play or Apple App store or via the website. Register using your name and your DragonPass membership ID (which you’ll be emailed shortly after you open your Private Current Account or Current Account Tracker.) You’ll also receive a physical card in the post.

The app and website allow you to:

  • View your membership online
  • View a digital membership card
  • view the number of free passes you have
  • Pre-book your lounge visit
  • Purchase additional passes
  • Swap your free passes for a restaurant meal voucher
  • View the full list of available lounges, locations, and facilities available
  • Access exclusive discounts at airport restaurants and cafes and discounts at spas and nail bars

If you’ve any other questions, visit the DragonPass Premier+ website

Email instructions

This service is for Private customers with an allocated Private Manager.

If you are a Private Banking customer you will be able to provide email instructions for all your current accounts that are relationship managed by a Private Manager (irrespective of whether it is a specific Private Current Account or Retail Current Account).

(We cannot accept email instructions in relation to Term Deposits / ISA’s / 40 Day Notice Accounts as the type of transactions covered would not be of any benefit on these types of accounts).

Please refer to the table below for the ‘low risk’ type of transactions being accepted:

Type of taskInstruction
Action to be taken on account:Amend statement frequency / issue date
Cancel all Direct Debits
Cancel all Standing Orders
Cancel individual / multiple Direct Debit(s)
Cancel individual / multiple Standing Order(s)
Stop debit / credit card
Cancelling a cheque
Cancelling a cheque book
Request to be sent a form:Setting up Automatic Funds Transfer between accounts in same name – Private Banking customers only
Notice Account – Withdrawal
Open new account (existing customer)
Request for information or item:

This will be sent via post to your account address held on our systems		Copy of cheque
Duplicate statement
Interest certificate
Interim statement
List of Direct Debits
List of Standing Orders
Order new / replacement cheque book
Order pay in book
Order replacement debit / credit card
Reactivate / change type - cheque book

This will not be actioned and we would contact you advising that you require to re-submit the request via the normal channels i.e. post or telephone using Identification & Verification protocols.

Also, you may be able to perform the transaction yourself via online or mobile services.

No, this is in addition to the secure email service. This new service is for ‘low risk’ and non-sensitive instructions – refer to table above.

No, as these are ‘low risk’ type transactions which do not result in the flow of funds from a customer’s account. We will therefore accept 1 email from an authorised signatory for these transactions.

Yes, automated responses will be sent back confirming receipt of your email and that we will only contact you in the event of a query regarding the request.

We will never contact you via email to ask for your account number, or your telephone or internet banking passwords. If you receive that kind of request by email, please do not respond to it.

Yes, as long as the instructions on the email are for the accepted transaction types then you only have to send in one email.

In the first instance we will forward the instruction to the correct email address and contact you advising of the correct email address that you should be using.