Insignia Online FAQs

Instructions on how to register for online services will have been included in your welcome pack and during your welcome call. To log in to your online services portal, please click here.

If you are an administrator for a C by Insignia or Platinum Business card account and need assistance, please call us on the number that appears on the reverse of your card.

If you are experiencing problems logging into your online services portal or any other technical issues that you’d like to discuss, please call us on the number that appears on the reverse of your card.

Yes. You can access your online account on any computer, tablet or other internet enabled device including your smartphone.

You can check your available balance by logging into your online service portal or by calling us on the number that appears on the reverse of your card.

Your available balance includes all payments into and out of your card account including any pending charges.

Your statement is uploaded to your online services portal where it can be viewed or downloaded after you have logged in. You can log in here.

The frequency can be either monthly or quarterly depending on the on the billing cycle of the card. For more information about card billing cycles please visit our Insignia Cards section.

You will receive a text message alert informing you when your statement is available. Please note that you are responsible for settling your overdue balance by the payment due date even if you do not receive such an alert.

Once you send a payment to us, it should reach us by the following working day. However, because different banks have different payment clearance methods, we recommend that you send the payment instruction to your bank at least three working days prior to your payment due date to ensure it arrives on time. If your payment is not received by the payment due date, we will apply a late payment fee to your card account.

For the time being Insignia Cards Limited does not offer Direct Debit. We will notify our cardholders once this service is available.

A grace period is the number of days between the date your statement is issued and the date your payment is due. The grace period varies depending on the billing cycle and the type of card you hold. To find out more, please call us on the number that appears on the reverse of your card.

Your payment due date appears on your statement.

We will apply a late payment fee set out in the tariff of charges to your card account in accordance with the card terms and conditions.

Insignia Cards Limited is not a bank and is not licensed to set-up or accept depository accounts.

If your card is lost, stolen or damaged you can order a replacement card for yourself by calling the number that appears on the reverse of your card. If your card is lost or stolen, we will cancel it immediately.

If your card is lost or stolen, you may be liable for any unauthorised transactions before reporting it as lost or stolen to us, so it’s important that you do that as soon as possible.

There are a number of steps you can take to resolve an unrecognised charge before contacting us:

• Using an online search engine to find more details on the retailer that appears on your statement as they could be using a third-party name.
• Checking if it is an online purchase. If so, check your personal email inbox (and junk folder) for an email confirmation from the company.
• Considering whether it could be a monthly or yearly subscription.
• Contacting the retailer listed on the statement. In many cases, a charge can be resolved directly with the original company that the goods/services were purchased from. In some cases, VISA may require evidence of your attempt to resolve the issue with the merchant directly before they can step in.
• Checking the exchange rate if the amount charged is not as expected. Because exchange rates regularly fluctuate, it is important that the exchange rate you check, is for the same date as when the charge is dated in your original statement.

If you have checked the tips and still do not recognise the charge (or elements of the charge such as the quality of the goods, the delivery date or any cancellations etc.), you can raise a dispute by calling us on the number that appears on the reverse of your card.

Please be aware that investigations can take up to 12 weeks to resolve and you will be advised if we need you to provide supporting documentation. You will receive a confirmation letter from us once your dispute has been resolved and closed.

What is a Chargeback?

A Chargeback can allow us to provide you with a refund in a number of circumstances, including:

• If you do not get the goods or services you paid for, including if the company has gone out of business.
• If goods or services turned out to be faulty, counterfeit or defective (you will need to return the goods in order to get a refund in this case).
• If you are charged the wrong amount or charged twice by mistake.
• If you are charged for a repeat payment after cancelling a subscription.

The process for managing these claims is determined by the rules established by VISA International and requires that you send us a formal charge disputes form which you will need to request from us.

A Chargeback is not a legal right and there is no guarantee that we will be able to recover the money through Chargeback or that the trader will accept that you were justified in having the money back. However, if you have a disputed charge you should contact us so that we can investigate your claim fairly and put in a request to the retailer’s bank.

With a Chargeback, the value claimed cannot exceed the value of the original transaction. Where a partial refund has already been made, any Chargeback will only cover the remaining amount of the original.

With a Chargeback, the value claimed cannot typically exceed the value of the original transaction. Where a partial refund has already been made, any Chargeback will only cover the remaining amount of the original.

More detailed information about Chargebacks can be found in our card terms and conditions.

What do you need to provide us with?

We are required to provide evidence to the retailer’s bank to make a Chargeback claim. As such, you are required to complete a Charge Dispute Form which you will need to request from us.

If you know that the retailer has gone out of business, please provide us with the retailer’s website (where there will likely be a message from its insolvency practitioner).

Alongside the form we may require additional information or evidence and may contact you to obtain this. Such additional information or evidence may include but is not limited to the following:

• Invoices
• Receipts
• Correspondence you have had with the retailer when trying to fix the problem.

VISA International Arbitration is the final stage of the Chargeback process. If you raise a charge dispute with us and we are unable to find an amicable resolution with the merchant for any reason, you may instruct us to escalate the case to the VISA Arbitration Committee.

The VISA Arbitration Committee will conduct a thorough investigation of the case and review all of the documentation from the Chargeback. They will then make a decision. That decision is final, and no further recourse is available.

VISA Arbitration involves a VISA Ruling Fee which is outlined in the tariff plan. The party that the VISA Arbitration Committee rules is liable (which is either the cardholder or the merchant) is responsible for settling the VISA Ruling Fee.

Daily limits are imposed depending on your card product and card limit, but it may be possible to exceed these limits if you contact us for pre-approval. These are reviewed on a case-by-case basis depending on your payment history record with us. To find out more, please call us on the number that appears on the reverse of your card.

Your spending limit is determined by a credit risk assessment carried out by our risk management and compliance department, which may also be securitised against your risk credit exposure with a bank guarantee or other financial collateral. If you would like to change your spending limit, please log in to your online portal or call us on the number that appears on the reverse of your card.

Any attempt to make purchases that will exceed your spending limit will be automatically declined. If you would like to change your spending limit, please call us on the number that appears on the reverse of your card.

If you have forgotten your PIN, you can log in to your online services portal to request a PIN reminder which will be sent to you via text message.

When we send you a replacement card because your current card is due to expire, or because your card has been damaged or is not working, your PIN will remain the same. If you report a card as lost or stolen, we will issue you with a replacement card but also a new PIN for security reasons.

Both charge cards and credit cards function alike offering a line of credit. Charge cards require that the outstanding balance is repaid in full by the payment due date indicated in your statement (either monthly or quarterly depending on the billing cycle of the card product issued by Insignia Cards Limited). This ensures that you never face any interest charges. Credit cards only require a minimum repayment of the outstanding balance allowing you to roll the unpaid amount over into the subsequent billing period or beyond at the cost of being charged interest on the unpaid balance. Charge cards also either have no pre-set spending limits whereas credit cards do, or typically higher spending limits than credit cards offering a greater level of financial flexibility.

Because outstanding balances on credit cards can be rolled over, it can encourage cardholders to neglect repaying their balance resulting in their debt obligations growing over time and having to pay an increasing amount of interest on that debt. Charge cards require that you repay the overdue balance by the payment due date for each statement cycle (either monthly or quarterly depending on the billing cycle of the card product issued by Insignia Cards Limited) which encourages a level of fiscal discipline that allows you to stay in control of your spend. Because you must repay your balance in full, you are also not burdened with interest charges when you hold a charge card. Charge cards also either have no pre-set spending limits whereas credit cards do, or typically higher spending limits than credit cards offering a greater level of financial flexibility. Finally, charge cards also typically have a greater level of benefits than credit cards making them more than just a payment instrument.

Our 24/7/365 Card & Client Servicing desk is available around-the-clock to answer any questions and assist you in any way they can. Please call the number that appears on the back of your card to ensure you are routed through to the correct team for your product type. Alternatively, you can contact us through your online services portal or by visiting our contact section here.

In order to deliver upon our service promise of dedicated personal attention to each member, our membership is strictly by invitation only. You can make an enquiry by visiting our Insignia Card section.

For security reasons, your card is inactive while in transit. After receiving your card, you will receive a welcome call during which we will arrange to have your card activated. Alternatively, you can call the number on the reverse of your card when you receive it in order to have it activated. Once activated, please ensure that you sign the back of your card before using it for the first time.

Insignia card products are issued in a variety of currencies to best suit your international purchasing needs. To find out more, please visit our Insignia Cards section.

Your replacement card will arrive at least one month before your current card expires. Check your card’s expiry date regularly and get in touch with us if a replacement card hasn’t arrived when it should.

To order a replacement card, please call us on the number that appears on the reverse of your card. You can also request a replacement card via your online services portal.

When you order a replacement card, we will send it to the address we hold on our records. For addresses in Europe, the estimated delivery time is 3-5 working days. For addresses outside of Europe, the estimated delivery time is 5-7 working days.

There are occasions when we will send you a card even if you haven’t requested one. We will send you a replacement card when your existing one is close to its expiry date or when you have told us about a change to your name. If you think you have received a card in error or have any concerns at all, please call us on the number that appears on the reverse of your card.

There are several reasons why your card might not work or may be declined at retailers, cash machines or online:

• Ensure that your purchase will not exceed your spending limit by checking your current balance.
• There may be a temporary system error with the point of sale (POS) or the retailer may have inputted your card details incorrectly.
• On some occasions, there may be additional security required to validate your identity.

If you experience any issues with your card not working, please call us on the number that appears on the reverse of your card.

If your card is retained by an ATM, please call us by visiting our contact section.

If you have recently got married, divorced, changed your name by deed poll, moved address or changed any of your contact details, please call us on the number that appears on the reverse of your card. It is important that you keep your details updated to ensure you receive an optimal service for us. For example, we will not be able to send you text message notifications if you change your mobile phone number or receive a replacement card if you change your address and don’t tell us.

All Insignia cards are part of the VISA International network called VisaNet. As one of the world’s largest electronic payments networks, VisaNet is dedicated to VISA International’s vision of providing the best way to pay and be paid supporting economic empowerment in 200 countries and territories.

You don’t need to notify us before you travel.

There are no restrictions on the number of supplementary cards you can order. Some of our card products offer complimentary supplementary cards while others offer supplementary cards with a reduced annual fee. To find out more, please visit our Insignia Cards section.

For C by Insignia and Platinum Business supplementary cardholders, you will need to speak to the account administrator appointed during the enrolment process to request that they register you for online service access. Online services are not currently available for supplementary cardholders of personal card products.

Our data protection policy can be found on our card application forms. The policy explains how and for what purposes the our cardmembers personal data is processed.

You can request access to your personal data. We’ll check information about you, such as your name and address, and we may contact you to ask some more questions. When your personal data is ready, we’ll contact you with instructions on how to download it. We always take care to protect your data and keep you in control.

Fraudulent activity can occur in various forms from receiving a suspicious email, identity theft and being a victim of fraud.

Phishing is a common scam where fraudsters send emails pretending to come from a bank, card issuer, retailer, Government body or other trusted organisation. They usually try to trick you into clicking on a link to go to the site (often to update your password or account details to avoid your account being suspended). If you click the link in the email you’ll be taken to a website that looks genuine – but is actually a fake site designed to trick you into entering personal information such as your log in details, password, account number or other sensitive information.

If you receive an email relating to Insignia Cards Limited that you believe could be fraudulent, immediately forward it to us. Please do not include your account number in the email. If you feel your information has been compromised, please contact us immediately.

• Never release your card number, card security code, PIN or password to an unknown person or organisation.
• Beware of anyone calling or emailing you and requesting security information. If you are unsure about the identity of a caller, contact us by calling the number that appears on the reverse of your card.
• Keep your anti-virus software, firewall and security patches up-to-date to prevent fraudsters accessing your details via your computer.
• Do not open emails which you suspect as being spam.
• Do not respond to emails from unknown sources or open their attachments.
• Most email services come with spam filtering as standard. Ensure yours is switched on.
• Think before you click on links in emails from unknown sources. Instead, roll your mouse pointer over the link to reveal its true destination. Beware if this is different from what is displayed in the text of the link from the email.
• Most spam and junk filters can be set to allow email to be received from trusted sources and blocked from untrusted sources.

Identity theft is a type of fraud whereby someone uses your name and personal information to open new accounts or take over your existing account for financial gain. Apart from the inconvenience and potential cost, identity theft can also result in damage to your credit rating – making it difficult to get loans, credit cards or mortgages until the matter is resolved.

“Bin raiders” go through your dustbin looking for the documents and post you’ve thrown away. These may contain information that can be used for fraudulent purposes.

You receive a phone call from someone who claims to work for your financial institution or the police. They ask you about your card account details looking to acquire your personal information or ask you to perform actions such as handing your card over to a courier as it is required for evidence or investigation.

Alternatively, a caller claims there is a problem with your computer or internet connection and wants you to take immediate action, such as allowing remote access to your computer. This can lead to compromise of your computer or financial details.

• Check your card account regularly and your statements thoroughly.
• Keep copies of your receipts and compare them to your statement.
• Never let anyone else use your card and always keep your card safe.
• Immediately sign the back of any new cards and always destroy old, expired cards by cutting them up.
• Let us know immediately if you’ve lost your card or think it may be stolen. We will then be able to cancel the card and help prevent fraudulent transactions.
• Be cautious of distractions when using ATMs in case someone is trying to get hold of your card or cash.
• Protect your PIN, never keep your PIN in your wallet, purse or diary, or record it in a way that others could understand and don’t tell anyone else what your PIN is.
• Always try to cover your hand when entering your PIN at a terminal or ATM to prevent hidden cameras or others seeing your number.
• If you can remember different PINs for different cards, good practice is to use different values to reduce the risk of card misuse if one of your PINs becomes compromised
• Keep your devices safe and don’t let anyone else use your personal devices enabled for mobile payments. Ensure you use a screen lock on such devices.

• Safeguard all your personal information and documents – this information can be used to steal your identity.
• Consider carefully what personal information you reveal on social media.
• Shred any sensitive information from financial organisations or utility companies when no longer needed.
• Review your credit reference report regularly; this may be the earliest way to spot fraudulent activity when you are the victim identity theft.
• Ensure that your email account is secure, that you regularly change your password and that mail forwarding options are as you have set them.

If you spot a transaction you don’t recognise on your statement, you may have been a victim of fraud. Before contacting us, there are a number of steps you can take to resolve an unrecognised charge:

• Using an online search engine to find more details on the retailer that appears on your statement as they could be using a third-party name.
• Checking if it is an online purchase. If so, check your personal email inbox (and junk folder) for an email confirmation from the company.
• Considering whether it could be a monthly or yearly subscription.
• Contacting the retailer listed on the statement. In many cases, a charge can be resolved directly with the original company that the goods/services were purchased from.
• Checking the exchange rate if the amount charged is not as expected.

If you have checked the tips and still do not recognise the charge, you can raise a dispute by calling us on the number that appears on the reverse of your card. Please be aware that investigations can take up to 12 weeks to resolve and you will be advised if we need you to provide supporting documentation. You will receive a confirmation letter once your dispute has been resolved and closed.

3-D Secure and Verified by VISA
Verified by VISA is a password-protected authentication system that aims to make your online transactions as secure, fast and convenient as purchases you make in a store.

Verified by VISA usually works behind the scenes when you’re shopping online, using advanced technology to confirm your identity. If there’s any doubt – such as when you use a new device or make an unusually large purchase – you may be asked to provide more information to confirm the purchase.

VISA International offers comprehensive fraud protection to cardholders. 3-D Secure provides an additional layer of security for online transactions prior to authorisation. It enables the exchange of data between the merchant, card issuer and, when necessary, the consumer, to validate that the transaction is being initiated by the rightful owner of the card.

Fraud Alerts
As an Insignia member, you’re automatically enrolled in our Fraud Alert programme. If we have your mobile number on file, you’ll automatically be notified of suspicious transaction activity on your Insignia card account.

With Fraud Alerts, we’ll notify you by text message or call you directly if we spot suspicious activity on your Insignia card. You can then confirm the purchase by responding to our text or report it as fraud. If fraud is suspected, we may need to speak with you.

Insignia Cards Limited helps keep your card safe with all these protection benefits:

• Card account monitoring 24 hours a day, 7 days a week
• Fraud Alerts
• EMV Chip technology

CCV (Card Verification Value) is a 3-digit number printed on the signature strip on the back of your card. It is also sometimes known as the CVV, CSC, CVC or CVV2.

Providing your CVV number to an online merchant is mandatory and proves that you actually have the physical card and helps to keep you safe while reducing fraud.

Insignia Rewards is our way of saying ‘thank you’ every time you spend on your card. The way we see it, you’ve earned them, so you should be able to use them however you want. There are no limits to how many points you can earn.

With Insignia Rewards you can:

• Get one point for every currency unit you spend on purchases
• Use points the way you want with a range of shopping, travel and entertainment partners
• Earn points for spending made with supplementary cards

Insignia Rewards is available on Insignia’s entire portfolio of card products with the exception of the Insignia Elite Card and the Insignia Universe Card. For all of our other card products, you are automatically enrolled into Insignia Rewards during the card application process and can start enjoying the benefits of Insignia Rewards as soon as you start spending on your card.

You earn one Insignia Rewards point for every full currency unit of eligible spending on your card. A currency unit means one full US dollar if you have a US dollar card, one full euro if you have a euro currency card, one full pound if you have a pound sterling card and one Swiss franc if you have a Swiss franc card etc.

Simply use your eligible Insignia card for your everyday purchases and watch your points add up. You can also earn points for spending made with supplementary cards.

All fees and administrative charges including annual fees, late payment fees and ATM withdrawal fees, as well as any amounts that are subsequently credited to your card account by way of refunds, reverse purchases or other types of credits.

First, you need to register for an Insignia Rewards account. Once registered, log in to your Insignia Rewards account and browse the goods, products and services available.

Unlike other loyalty programmes, Insignia has an award-winning and industry-leading lifestyle management service meaning you can spend your points on almost anything. The Insignia Rewards portal has a wide range of goods and services but by making a request, you can redeem your points against almost anything that doesn’t appear on the portal as well.

You can shop a wide range of entertainment, travel and dining products from our online portal including electronics, fitness gadgets, kitchen accessories, luggage and much more. You can also book flights, hotels and experiences, use your points to pay your next year’s annual fee or to make a charitable donation.

We will send you promotional offers in our Insignia Rewards newsletters periodically. Each newsletter will contain details of the offer and any associated terms. You will not receive the promotional emails if you are currently opted out of direct marketing.

• Insignia Rewards points may only be redeemed by the principal cardmember
• Points cannot be redeemed for credit or cash
• All rewards are provided by third-party providers and not by us, our affiliates or our subsidiaries

You can view the full Insignia Rewards Terms and Conditions in our resources centre here.

If you require further assistance with Insignia Rewards, please click on the contact us section here, or send us an email to rewards@insignia.com.