Added Value Account changes September 2019

Silver Added Value Account Changes Q&A

Q. Why are benefits being removed from my Added Value Account but still increasing the monthly fee?

A. From time to time TSB review their products to make sure they’re right for TSB and their customers, both now and in the future. Over the last few years the cost of insurance has increased. To make sure TSB can continue to provide your account sustainably, we have simplified our product range by removing those benefits that are least used by our customers.

If you want to discuss the removal of your insurance benefit in more detail, please contact TSB directly on your Silver Membership number 0345 835 3835 or visit your local TSB branch.

Q. What is the last date I can make a new Sentinel claim?

A. 2nd September 2019. Any incident which occurs up to 2nd September 2019 will be covered under your Sentinel Card Protection benefit. Please remember, in order to be covered under this insurance, you must have used the Sentinel Card loss service and all card losses must be reported to Sentinel as soon as reasonable possible. Any claims after this time will not be accepted.

Q. I recently made a Sentinel claim, can I still speak to Affinion for information related to the claim?

A. Yes. The Sentinel telephone lines will remain open until all outstanding claims have been completed. This will ensure you can contact Sentinel in the normal way to discuss your claim. You can contact the Sentinel team on 0345 835 3835.

Q. What changes have been made to the Mobile Phone Insurance provided with my Added Value Account?

A. The way you make a claim and your eligibility to claim has not changed. We have taken the opportunity to add some clarity on the points below: 

  • If a damaged phone cannot be provided for repair, then the claim will be processed as a lost phone
  • All locking mechanisms (e.g. Find My iPhone) need to be removed to be able to make repairs to your phone
  • SIM or memory cards must be removed when sending your device for repair
  • All data held on the phone will be erased as part of the repair process
  • Any phones which are identified to be counterfeit or made to resemble another manufacturers device that infringes trademark or copyrights will not be repaired or replaced
  • You need to contact us first for us to assess the claim and provide approval before having the item repaired
Q. I have arranged for my mobile phone to be repaired privately, am I able to make a claim for the repair costs?

A. No. Assurant the mobile phone insurer has agreements in place with manufacturers to ensure the phone warranties are maintained and that the correct parts are used for the device being repaired. You should always contact the insurer in the first instance using the Added Value Account customer number 0345 835 3833.

Q. I have a lot of photos on my mobile phone, will I be able to access these after my phone is repaired?

A. No. As part of the repair process the phone will be restored to factory settings, which will result in all media and files being deleted from the device. To keep your photos are safe, make sure you back up all files before sending the phone for repair.

Q. I made a claim as I had damaged my phone, but now I can’t find it? Am I still able to claim?

A. Yes. If you are unable to provide your phone for repair, the claim will proceed as a “loss” rather than “damaged”. This may require additional information to be provided but the claims handler will talk you through the process in the event of a claim.

Q. I forgot to take my SIM card out of my mobile phone before I sent it for repair. Will it still be in the phone when it’s returned?

A. No. Unfortunately, any phone accessories sent with the phone (including SIM cards and memory cards) will be destroyed and cannot be recovered.

Platinum Added Value Account Changes Q&A

Q. Why are benefits being removed from my Added Value Account but still increasing the monthly fee?

A. From time to time TSB review their products to make sure they’re right for TSB and their customers, both now and in the future. Over the last few years the cost of insurance has increased. To make sure TSB can continue to provide your account sustainably, we have simplified our product range by removing those benefits that are least used by our customers.

If you want to discuss the removal of your insurance benefit in more detail, please contact TSB directly on your Platinum membership number 0345 835 3833 or visit your local TSB branch.

Q. What is the last date I can make a new Sentinel claim?

A. 2nd September 2019. Any incident which occurs up to 2nd September 2019 will be covered under your Sentinel Card Protection benefit. Please remember, in order to be covered under this insurance, you must have used the Sentinel Card loss service and all card losses must be reported to Sentinel as soon as reasonable possible. Any claims after this time will not be accepted.

Q. I recently made a Sentinel claim, can I still speak to Affinion for information related to the claim?

A. Yes. The Sentinel telephone lines will remain open until all outstanding claims have been completed. This will ensure you can contact Sentinel in the normal way to discuss your claim. You can contact the Sentinel team on 0345 835 3833.

Q. What changes have been made to the Mobile Phone Insurance provided with my Added Value Account?

A. The way you make a claim and your eligibility to claim has not changed. We have taken the opportunity to add some clarity on the points below:

  • If a damaged phone cannot be provided for repair, then the claim will be processed as a lost phone
  • All locking mechanisms (e.g. Find My iPhone) need to be removed to be able to make repairs to your phone
  • SIM or memory cards must be removed when sending your device for repair
  • All data held on the phone will be erased as part of the repair process
  • Any phones which are identified to be counterfeit or made to resemble another manufacturers device that infringes trademark or copyrights will not be repaired or replaced
  • You need to contact us first for us to assess the claim and provide approval before having the item repaired
Q. I have arranged for my mobile phone to be repaired privately, am I able to make a claim for the repair costs?

A. No. Assurant the mobile phone insurer has agreements in place with manufacturers to ensure the phone warranties are maintained and that the correct parts are used for the device being repaired. You should always contact the insurer in the first instance using the Added Value Account customer number 0345 835 3833.

Q. I have a lot of photos on my mobile phone, will I be able to access these after my phone is repaired?

A. No. As part of the repair process the phone will be restored to factory settings, which will result in all media and files being deleted from the device. To keep your photos are safe, make sure you back up all files before sending the phone for repair.

Q. I made a claim as I had damaged my phone, but now I can’t find it? Am I still able to claim?

A. Yes. If you are unable to provide your phone for repair, the claim will proceed as a “loss” rather than “damaged”. This may require additional information to be provided but the claims handler will talk you through the process in the event of a claim.

Q. I forgot to take my SIM card out of my mobile phone before I sent it for repair. Will it still be in the phone when it’s returned?

A. No. Unfortunately, any phone accessories sent with the phone (including SIM cards and memory cards) will be destroyed and cannot be recovered.

Gold Added Value Account Changes Q&A

Q. Why are benefits being removed from my Added Value Account but still increasing the monthly fee?

A. From time to time TSB review their products to make sure they’re right for TSB and their customers, both now and in the future. Over the last few years the cost of insurance has increased. To make sure TSB can continue to provide your account sustainably, we have simplified our product range by removing those benefits that are least used by our customers.

If you want to discuss the removal of your insurance benefit in more detail, please contact TSB directly on your Gold membership number 0345 835 3833 or visit your local TSB branch.

Q. What is the last date I can make a new Sentinel claim?

A. 2nd September 2019. Any incident which occurs up to 2nd September 2019 will be covered under your Sentinel Card Protection benefit. Please remember, in order to be covered under this insurance, you must have used the Sentinel Card loss service and all card losses must be reported to Sentinel as soon as reasonable possible. Any claims after this time will not be accepted.

Q. I recently made a Sentinel claim, can I still speak to Affinion for information related to the claim?

A. Yes. The Sentinel telephone lines will remain open until all outstanding claims have been completed. This will ensure you can contact Sentinel in the normal way to discuss your claim. You can contact the Sentinel team on 0345 835 3833.

Q. What changes have been made to the Mobile Phone Insurance provided with my Added Value Account?

A. The way you make a claim and your eligibility to claim has not changed. We have taken the opportunity to add some clarity on the points below:

  • If a damaged phone cannot be provided for repair, then the claim will be processed as a lost phone
  • All locking mechanisms (e.g. Find My iPhone) need to be removed to be able to make repairs to your phone
  • SIM or memory cards must be removed when sending your device for repair
  • All data held on the phone will be erased as part of the repair process
  • Any phones which are identified to be counterfeit or made to resemble another manufacturers device that infringes trademark or copyrights will not be repaired or replaced
  • You need to contact us first for us to assess the claim and provide approval before having the item repaired
Q. I have arranged for my mobile phone to be repaired privately, am I able to make a claim for the repair costs?

A. No. Assurant the mobile phone insurer has agreements in place with manufacturers to ensure the phone warranties are maintained and that the correct parts are used for the device being repaired. You should always contact the insurer in the first instance using the Added Value Account customer number 0345 835 3833.

Q. I have a lot of photos on my mobile phone, will I be able to access these after my phone is repaired?

A. No. As part of the repair process the phone will be restored to factory settings, which will result in all media and files being deleted from the device. To keep your photos are safe, make sure you back up all files before sending the phone for repair.

Q. I made a claim as I had damaged my phone, but now I can’t find it? Am I still able to claim?

A. Yes. If you are unable to provide your phone for repair, the claim will proceed as a “loss” rather than “damaged”. This may require additional information to be provided but the claims handler will talk you through the process in the event of a claim.

Q. I forgot to take my SIM card out of my mobile phone before I sent it for repair. Will it still be in the phone when it’s returned?

A. No. Unfortunately, any phone accessories sent with the phone (including SIM cards and memory cards) will be destroyed and cannot be recovered. 

Premier Added Value Account Changes Q&A

Q. Why are benefits being removed from my Added Value Account but still increasing the monthly fee?

A. From time to time TSB review their products to make sure they’re right for TSB and their customers, both now and in the future. Over the last few years the cost of insurance has increased. To make sure TSB can continue to provide your account sustainably, we have simplified our product range by removing those benefits that are least used by our customers.

If you want to discuss the removal of your insurance benefit in more detail, please contact TSB directly on your Premier membership number 0345 835 3833 or visit your local TSB branch.

Q. What is the last date I can make a new Home Emergency claim?

A. 30th September 2019. The Home Emergency claim lines are available 24 hours a day, meaning you will be able to make a claim up to 11.59pm on 30th September 2019. Any claims after this time will not be accepted.

Q. I recently made a Home Emergency claim, can I still speak to the AA for information related to the claim?

A. Yes. The Home Emergency telephone lines will remain open until all outstanding claims have been completed. This will ensure you can contact the AA in the normal way to discuss your claim. You can contact the Home Emergency team on 0345 975 8000.

Q. I recently made a Home Emergency claim, does my 28-day repair warranty period still apply?

A. Yes. All claims made before 11.59pm on 30th September 2019 will be subject to the existing service and terms and conditions. If you want to discuss your claim in more detail, you can contact the Home Emergency team on 0345 975 8000.

Q. My claim requires parts to be replaced, does the 12-month warranty period still apply?

A. Yes. AA Home Emergency claims are now being managed by HomeServe. HomeServe will keep a record of all claims with work carried out, including the parts fitted. If there is a fault outside of the 28-day recall period, you can contact HomeServe on 0330 0247 002 who will review your claim and discuss how to proceed.

Q. What is the last date I can make a new Sentinel claim?

A. 2nd September 2019. Any incident which occurs up to 2nd September 2019 will be covered under your Sentinel Card Protection benefit. Please remember, in order to be covered under this insurance, you must have used the Sentinel Card loss service and all card losses must be reported to Sentinel as soon as reasonable possible. Any claims after this time will not be accepted.

Q. I recently made a Sentinel claim, can I still speak to Affinion for information related to the claim?

A. Yes. The Sentinel telephone lines will remain open until all outstanding claims have been completed. This will ensure you can contact Sentinel in the normal way to discuss your claim. You can contact the Sentinel team 0345 835 3833.

Q. What changes have been made to the Mobile Phone Insurance provided with my Added Value Account?

A. The way you make a claim and your eligibility to claim has not changed. We have taken the opportunity to add some clarity on the points below: 

  • If a damaged phone cannot be provided for repair, then the claim will be processed as a lost phone
  • All locking mechanisms (e.g. Find My iPhone) need to be removed to be able to make repairs to your phone
  • SIM or memory cards must be removed when sending your device for repair
  • All data held on the phone will be erased as part of the repair process
  • Any phones which are identified to be counterfeit or made to resemble another manufacturers device that infringes trademark or copyrights will not be repaired or replaced
  • You need to contact us first for us to assess the claim and provide approval before having the item repaired
Q. I have arranged for my mobile phone to be repaired privately, am I able to make a claim for the repair costs?

A. No. Assurant the mobile phone insurer has agreements in place with manufacturers to ensure the phone warranties are maintained and that the correct parts are used for the device being repaired. You should always contact the insurer in the first instance using the Added Value Account customer number 0345 835 3833.

Q. I have a lot of photos on my mobile phone, will I be able to access these after my phone is repaired?

A. No. As part of the repair process the phone will be restored to factory settings, which will result in all media and files being deleted from the device. To keep your photos are safe, make sure you back up all files before sending the phone for repair.

Q. I made a claim as I had damaged my phone, but now I can’t find it? Am I still able to claim?

A. Yes. If you are unable to provide your phone for repair, the claim will proceed as a “loss” rather than “damaged”. This may require additional information to be provided but the claims handler will talk you through the process in the event of a claim.

Q. I forgot to take my SIM card out of my mobile phone before I sent it for repair. Will it still be in the phone when it’s returned?

A. No. Unfortunately, any phone accessories sent with the phone (including SIM cards and memory cards) will be destroyed and cannot be recovered.

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