General
You can contact the Private Direct support team:
- Email: private.admin.support@cybg.com
- Call: 0800 1456 456
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:
- Email: private.admin.support@cybg.com
- Call: 0800 1456 456
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 callbackYou 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 Link opens in a new window 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:
- In the last 12 months have you or anyone insured on this policy been:
- Referred to see a specialist or on a waiting list to see a specialist?
- Referred to or attended hospital for any reason (including tests and procedures) or on a waiting list to attend hospital for any reason?
- Seen by a medical practitioner more than once for the same condition?
- Prescribed two or more medications for a medical condition or had any changes to your or their current medications?
- Have you or anyone insured on the policy has ever received any medical advice, treatment or medication for any of the following conditions:
- Any heart or circulatory condition? For example: heart failure, angina, value disease?
- Any cerebrovascular condition? For example: a stroke, any type of aneurysm, stenosis etc. This excludes low/high blood pressure and/or low/high cholesterol?
- Any respiratory (breathing) condition which is combined with being a smoker? For example: emphysema or COPD?
- Any congenital (birth defect) or genetic condition that has resulted in a physical disability?
- Any cancerous condition?
- 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 Link opens in a new window 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, your trip via cruise is covered under our standard terms and conditions provided 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 is £15,000,000. You can see your full policy wording here. If you need cover for cruise-specific events like cabin confinement, missed port and unused excursions you will need to buy specialist cruise cover, this is not something covered under this policy.
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 Link opens in a new window. 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 Link opens in a new window
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 task | Instruction |
---|---|
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.