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Provision of Services
The services are to be provided by AXA Assistance UK (“AXA Assistance”) with CCS GmbH, Hofheim, Germany as the appointed outsource agent of AXA Assistance. This agreement becomes valid with the receipt of the login by the customer into the American Express Card Defence website or the receipt of the signed enrolment form.
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Registration of the customer Data / Entitlements
The customer can submit data, such as credit card details, personal document numbers, etc., to AXA Assistance by using the website.
AXA Assistance registers this data / information. The customer explicitly confirms and ensures that all data submitted is correct and rightfully in the possession of the customer. AXA Assistance is entitled to take all necessary action involving all data submitted by the customer in order to provide the American Express Card Defence services.
The customer should keep AXA Assistance up-to-date with any change to their personal information, including any change to their home address and any change, addition or deletion to their cards.
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Password
The customer will agree upon a password with AXA Assistance. For secure identification the customer must mention this password when calling AXA Assistance. The password must be treated with absolute confidentiality and must not be disclosed to any other person.
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Loss of Cards - American Express Card Defence Service
The customer agrees to immediately report any loss of registered cards as soon as known. If the loss was caused by a criminal act, the customer must, without delay, file a police report. AXA Assistance will immediately inform all card issuers concerned about the loss reported by the customer and apply for replacement cards (if possible) on behalf of the customer. The loss reported by AXA Assistance to the card issuer on behalf of the customer only substitutes the customer’s personal loss report. All other rights and obligations for the customer as well as the card issuer are not affected.
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Copies of Personal Documents
If requested, AXA Assistance will, in the case of loss of original personal documents, forward copies of these lost documents to the next embassy / consulate or any other address given by the customer, provided copies of these personal documents were submitted to AXA Assistance beforehand.
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Keyfobs
American Express Card Defence membership provides one key fob per adult over 18 years of age living at the same address, with no limit as long as the family members live in the same household. This coded key fob will allow the finder to contact AXA Assistance in the event that it is lost. AXA Assistance will then forward the set of keys to the rightful owner.
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Liability
American Express and AXA Assistance will not be liable if the processing of a loss report cannot be completed because the customer did not submit necessary data / document copies or data submitted was incorrect. American Express and AXA Assistance are also not liable for the further correct processing of any reported loss at the responsible card issuer.
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Customer Information
American Express and AXA Assistance are committed to protect the privacy of the customer and the confidentiality and security of information entrusted to them. The following sets out how we collect, use, release and secure customer information.
AXA Assistance will:
- exchange information about the customer with American Express, companies within the American Express group of companies and with our respective processors and suppliers in order to administer and service American Express Card Defence accounts and process and collect payments;
- unless the customer asks us not to use information about the customer, to develop lists for use within the American Express group of companies worldwide, in order that American Express may develop or make offers to the customer (by mail, electronic mail or telephone) of products and services in which we believe the customer may be interested. The information used to develop these lists may be obtained from the customer enrolment details, subsequent updates of that information and from surveys and research (which may involve contacting the customer by mail, electronic mail or telephone). If the customer is an American Express Cardmember, this will include information on where and how the customer uses the American Express Card and information obtained from other external sources such as merchants or marketing organisations;
- monitor and/or record customer communications to us or ours to the customer, either ourselves or by reputable organisations contracted to us to ensure consistent servicing levels (including staff training);
By entering into this agreement the customer gives their consent to the transfer of their data outside of Singapore for the purposes of data processing relating to the provision of the services. The data will at all times be held securely.
Axa Assistance will keep information about the customer only for so long as it is appropriate for the above purposes or as required by applicable law.
The customer is advised that any telephone calls made to the administration units may be recorded. These recordings may be used to monitor the accuracy of information provided by the customers and the staff. They may also be used to allow for additional training to be provided of proving that the procedures comply with legal requirements. The staff are aware that conversations can be monitored and recorded.
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Emergency Cash
Emergency Cash Advance
AXA Assistance will provide emergency cash advance in local currency or US dollars equivalent if some or part of the customer’s cash is lost or stolen and reported to AXA Assistance at the same time as the Loss of Card when the customer is outside of Singapore and the customer has no other means of getting credit or funds. The maximum Emergency Cash Advance is S$150 per day, up a maximum of 10 days.
Emergency Hotel Bills Advance
AXA Assistance will advance the customer’s hotel bill if some or part of the customer’s cash is lost or stolen and reported to AXA Assistance at the same time as the Loss of Card when the customer is outside of Singapore and the customer has no other means of getting credit or funds to pay the hotel bill. This advance will be made directly to the hotel. The maximum Emergency Hotel Bills Advance is S$400, up to a maximum of 10 days.
Replacement Travel Tickets Advance
AXA Assistance will advance replacement travel tickets if the customer’s travel tickets have been lost or stolen and reported to AXA Assistance at the same time as the Loss of Card when the customer is outside of Singapore and the customer has no other means of getting credit or funds to pay the replacement travel tickets to return Home. This advance will be made directly to the party issuing the replacement travel tickets. The maximum Replacement Tickets Advance is S$10,000.
An advance under Section 9.i, 9.ii and/or 9.iii will not be made unless:
- the loss or theft is reported to the local police immediately;
- the request for the advance is made at the same time the customer report the Loss of Card(s) to AXA Assistance;
- the customer has written proof from the local police of the making of a report or if proof is not available, Axa Assistance must be satisfied that the customer has reported the matter; and
- the customer provides proof of the customer’s need to AXA Assistance.
There may be times when it is not possible to arrange the transfer of funds to some remote geographical locations or countries due to situations or conditions that are out of Axa Assistance’s control, for which Axa Assistance cannot be held liable. AXA Assistance has the right to assess the customer’s loss and must be satisfied of the customer’s need before attempting to provide an advance under Section 9.1, 9.2 and/or 9.3. Axa Assistance will retain the absolute right not to provide any advance at AXA Assistance’s discretion.
For further information on the process for requesting an advance, please refer to the website www.sg.carddefence.asia.
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Term and Cancellation
Subject to Clause 12 below, the agreement will be valid for paid term period i.e. every month that payment is made. Card Defence will activate 2 days after card approval and customer will receive the welcome pack 15 working days from activation date. The customer may cancel this agreement at any time by sending a written, signed communication to:
AXA Assistance, c/o P.O. Box 5683, 210 Middle Road, IOI Plaza #08-08 Singapore 188994.
In the event that the customer cancels this agreement before the expiry of any 12 month term, there will be no refund of the monthly fee paid except as provided by Clause 12 below if the customer pays annually. If the customer cancels this Card Defence agreement in the first 3 months from enrolment for monthly and annually paid premium, a charge of 3 month’s Card Defence premium will be billed to customer.
After the initial 12 month period the cover may be renewed for subsequent periods of 12 months at the prevailing annual rate provided that the customer is still an American Express Cardmember for annual payment.
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Payment
TThe customer agrees that AXA Assistance will charge the monthly fee to a given credit card at the end of each month. AXA Assistance reserves the right to amend the monthly fee from time to time.
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Right to Cancel
The customer has the right to cancel this agreement without any further obligations within 30 days after the date when this agreement became valid by sending a written, signed communication to:
AXA Assistance, c/o P.O. Box 5683, 210 Middle Road, IOI Plaza #08-08 Singapore 188994.
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Automatic Cancellation
This service is cancelled automatically and without any written notice from AXA Assistance if the premium is unpaid. The cancellation takes effect from the due date of such unpaid premium.
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Withdrawal of Services
American Express reserves the right to withdraw services rendered by AXA Assistance. The customer will be notified of the withdrawal and any amounts paid in advance will be returned on a pro-rated basis based on the period of usage of the service.
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Membership Reward Points and KrisFlyer bonus miles
Points will be awarded 6 weeks after the approval of your Card Defence premium and confirmed enrollment in Membership Rewards.