I have been with Natwest bank since my first day at University in 1984. My business banks with them too and so do all my family members based on my own previous good experience. I have paid extra for the ‘benefits’ of the Black Account at a cost of £24 per month for years and years, having been transferred over from the previous Private Banking Account, which I paid £200 per year for before that. I guess you could call me a loyal customer. So you would hope for some loyalty in return right? Err, wrong.
As you can see above, on the very front of the Natwest member Benefits site it says
Just one of the benefits of your Black Account
We rely on our mobile phones so much these days, it’s comforting to know as a Black Account customer, you and your family members that live with you have such valuable cover. With Black Account mobile phone insurance, your mobile or smart phone is covered against loss, theft, unauthorised use, damage or breakdown, wherever you are in the world.
You’re automatically covered but if your phone is registered, it may make the process quicker if you have to make a claim. Cover is for a maximum of four phones owned by you and family members.
But this simply isn’t the case. It turns out that unless you read the fine print, your family living at home are only covered if they are still in full time education.
My daughter who has finished her A levels and still has an open and unconditional offer to study Photography in Nottingham is not considered as being a member of my family as she was starting work the next day, despite still being 18 years old and living at home.
The ‘Benefit’ is administered by both Aviva and Carphone Whorehouse and despite having spoken to all of them, the claim is still being rejected.
It’s not surprising that people have little time and zero respect for banks as the brand they portray behaves completely differently to the one they live. You can’t trust banks and it seems you can’t trust insurance companies. And with a Five Star Defaqto rating, it makes me wonder whether they can be trusted too.
Updated 05.07.15
So, social media works if you want to get huge multinational companies cave in and start behaving reasonably. It does still trouble me that it is only those that shout the very loudest who get some form of justice, but in this case, Natwest, Aviva and Carphone Whorehouse have backed down and paid the claim for a new iPhone. Thank you – Particularly to Andy at Aviva Support. Now do us all a favour and change your policy to be more reasonable and cover all family members – or change your advertising to make it clear it is only for under 23’s in full time employment.
Johnny Lyle's new brand thinking 