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Parties to the Card Defence Agreement / Validity
This agreement, arranged by American Express with AXA Assistance, Garmischerstr. 8-10, 80339, Munich, Germany and the applicant - in the following called customer. 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. The service is carried out and warranted by CCS GmbH, Hofheim, Germany who holds the rights to Card Defence.
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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 American Express Card Defence by:
- using the website
- telephone
- completing the enrolment form in customer fulfilment pack
American Express Card Defence registers this data / information. The customer explicitly confirms and ensures that all data submitted is correct and rightfully in the possession of the customer. American Express Card Defence is entitled to take all necessary action involving all data submitted by the customer in order to provide the American Express Card Defence services.
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Password
The customer will agree upon a password with American Express Card Defence. For secure identification the customer must mention this password when calling American Express Card Defence. 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 will, without delay, file a police report. American Express Card Defence 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 American Express Card Defence 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, American Express Card Defence 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 American Express Card Defence beforehand.
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Liability
American Express Card Defence will not be liable if the processing of a loss report can not be completed because the customer did not submit necessary data / document copies or data submitted was incorrect. American Express Card Defence is also not liable for the further correct processing of any reported loss at the responsible card issuer.
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American Express Card Defence
Uses information about the customer for the purpose of providing the customer with appropriate products and services. American Express Card Defence is committed to protect the privacy of the customers and the confidentiality and security of information entrusted to them. The following sets out how we collect, use, release and secure customer.
American Express Card Defence 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 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);
- undertake all of the above within and outside the United Kingdom and the European Union. This includes processing the customer information in countries outside the European Economic Area, for example, the USA in which data protection laws are not as comprehensive as in the United Kingdom and the European Union. In this case American Express has taken appropriate steps to ensure the same level of protection as there is in the United Kingdom and the European Union.
If the customer wishes to have their name removed from any marketing programmes, please contact American Express directly on 01273 668300 or write to them at: American Express Insurance Services Europe Limited, 3rd Floor Lanchester House, Brighton, BN88 1NA.
It will help us if the customer provides full name, postal address, the customer number and, if the customer is an American Express Cardmember, card account number. Please allow 40 days for the request to become effective. We use advanced technology and well-defined employee practices to help ensure customer information is processed promptly, accurately and completely in accordance with the applicable law. If the customer believes that any information we hold is incorrect or incomplete, they should write without delay to American Express Card Defence, Axa Assistance, PO Box 36400, London, EC3N IZQ.
If the customer asks, we will tell them what information we hold about them and provide it to the customer in accordance with applicable law. There may be a charge for this, as permitted by law. Please write to: American Express Card Defence, Axa Assistance, PO Box 36400, London, EC3N IZQ.
We will keep information about customers only for so long as it is appropriate for the above purposes or as required by applicable law.
The customers are 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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Term and Cancellation
The agreement will be valid for 12 months and the customer's account will be charged after this period at the prevailing rate as and when required for future subscriptions, unless cancelled by the customer in writing.
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Payment
The customer agrees that American Express Card Defence deducts the annual fee from the given credit card at the beginning of each period of 12 months. American Express Card Defence reserves the right to amend the annual fee from time to time.
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Right to Revoke the Consent to This Agreement
The customer has the right to revoke their consent to this agreement without any further obligations. This right can be executed within 14 days after the date when this agreement became valid by sending a written, signed communication to: American Express Card Defence, Axa Assistance PO Box 36400, London, EC3N IZQ.
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The customer Service
If the customer has complaint about any aspect of American Express Card Defence service, please contact: American Express Card Defence, Axa Assistance, PO Box 36400, London, EC3N IZQ. American Express Card Defence will acknowledge customer complaint and provide them with the name of the person dealing with the complaint.
Upon receiving customer complaint American Express Card Defence will confirm a final response or let them know when a final response can be expected.
Our aim is to get it right, first time every time. If we make a mistake we will try to put it right promptly.
