Frequently Asked Questions

• via the Swedbank mobile app, under “Cards” by switching the setting from “Active” to “Blocked”
• by calling us +372 631 0310

A card can be blocked for up to 10 days, after 10 days the card will be closed permanently.

You can order a new card via the Internet Bank site in section “Everyday banking > Cards > Debit Cards or Credit Cards”.

The card can be re-activated within 10 days since blocking:

• via the Swedbank mobile app, under “Cards” by switching the setting from “Blocked” to “Active”
• by calling us +372 631 0130.

The PIN is not stored anywhere. If you do not rember you PIN code, you have to order a new card via the Internet Bank site in “Everyday banking > Cards > Debit Cards or Credit Cards”

The automatically renewed card will have the same PIN as that of your old card.

The card’s PIN code can be changed in the Swedbank ATM. You can find the nearest ATM in the Swedbank mobile app or via the Internet bank site in "My bank > Bank channels and contacts"

Limits on card payments can be raised:

• via the Swedbank mobile app, under “Cards” section
• via the Internet Bank in “Everyday banking > Cards > Debit cards or Credit Cards section by clicking on “Change limits”.

The card can be activated via the Internet Bank page in “Everyday banking > Cards > Debit cards or Credit Cards section by clicking the “Activate card” button and following the instructions. The card will become usable immediately after activation. Please remember the PIN-code as it cannot be viewed again after you have activated the card.

No, the card will be renewed automatically one month before expiry date of your existing card. We will send the card according to selection which you can see and change here. You can change the delivery method up to two months before the expiry date. The most convenient is to receive the card by post.

Order a new card via the Internet Bank page in “Everyday banking > Cards > Debit cards” section by clicking the button “New debit card”. The old card will be closed automatically upon activation of the renewed card. The fee for ordering a card will be taken from your account according to the price list.

The month and year until which the card is valid are shown on the card. The card will be usable until the last day of the month.

Via the Internet Bank page in “Everyday banking > Cards > Debit cards or Credit cards” section, click the “Change limits” button and select “No” next to the card renewal option. Click “Forward” to confirm changes in the Card Agreement.

A new debit card can be ordered via the Internet Bank page in “Everyday banking > Cards > Debit cards”

A new credit card can be ordered via the Internet Bank page in “Everyday banking > Cards > Credit cards”

If not activated via Internet Bank, new cards are automatically closed after 60 days from opening the card.

Renewed cards are closed automatically upon lapse of 30 days after expiration of the old card if not activated via Internet Bank.

Please check the following reasons:

• renewed card has not been activated during 30 days after previous card's expiry date;
• the new card has not been activated during 60 days;
• you have exceeded three attempts to see PIN-code.

Your valid identity document – passport, ID card or driver’s licence. If possible, take your child's passport or ID card with you as well.

Starting from 6 December 2018, parents and legal guardians of minors can administer their child’s debit card from under their own online banking user account. In connection with this development, you can now have minors bank cards mailed home to you. The card and PIN code will be sent to the child’s address of record a few days apart. The minor child will be able to administer their debit card agreement in their Internet bank (along with activating the card mailed to them) if they have been authorized to use the account linked to the card and assigned necessary privileges in the in Teleservices agreement, and possess a means of authentication.

You can give a power of attorney to the child for collecting the card. For that, please send us a bank message. Choose the subject "power of attorney to a minor" from the drop-town menu. Please read all terms and fill necessary fields. After the bank message is sent, child can come to the branch with a valid identity document and pick up the card.

Yes, a card may be issued to other person if that person has:

• bank’s power of attorney (this is available at any Swedbank branch) or
• a notarized power of attorney

VISA / MasterCard cards are accepted for payment in all retail outlets worldwide where the VISA or MasterCard logo is shown and the retailer accepts that type of cards.

This depends on the type of card. For example, if you make a cash withdrawal from an ATM in a country where the official currency is other than EUR with a Swedbank payment card, then you will be charged a fixed fee for the withdrawal + a percentage of the amount + the currency exchange fee. Up-to-date information on charges and fees is provided in the price list of the bank.

If you pay in a country where EUR is the official currency, no fee will be charged. If you pay in a country with other official currency, then a fee as a percentage of the purchase amount will be charged. Up-to-date information on fees is provided in the price list of the bank.

Many car rental companies only accept credit cards for reservations. If you have only a debit card, we suggest getting in touch with the car rental in advance to find out if you can use a debit card for reservation.

This can be due to a number of reasons:

• Internet shopping feature may not be enabled for the card;
• the account lacks sufficient funds;
• the card’s purchase transaction limit may be too low;
• the card has expired (see the expiry date on the front side of the card);
• it may be due to restrictions set by the merchant (e.g. cards of a specific type or cards issued in a specific country are not accepted)

You can check this on the Internet Bank page’s “Internet shopping” section where you can see red status „Not activated“ which means that Internet shopping is disabled and green status „Activated“ which means that Internet shopping is enabled. To change the status, use buttons „Disable“ and „Enable“

The CVV/CVC code is shown on the back side of the card and consists of three numbers.

Please block your card using our app and send us a bank message:

• log in to Internet Bank
• click on the message symbol at the top of the page
• choose “Write new message”
• choose “Other”
• fill out the requested fields with transaction information and send the message

Please send us a bank message:

• log in to Internet Bank
• click on the message symbol at the top of the page
• choose “Write new message”
• choose “Other”
• fill out the requested fields with transaction information and send the message

Please send us a bank message:

• log in to Internet Bank
• click on the message symbol at the top of the page
• choose “Write new message”
• choose “Other”
• fill out the requested fields with transaction information and send the message

Please send us a bank message:

• log in to Internet Bank
• click on the message symbol at the top of the page
• choose “Write new message”
• choose “Other”
• fill out the requested fields with transaction information and send the message

Up to EUR 750 can be withdrawn from an ATM at a time.

Depending on the ATM type, up to 80 or 100 banknotes can be deposited at a time.

If the legal name or given name/surname of the beneficiary don’t match the account number (IBAN), then payment to a Swedbank account will not be executed. In case of payment to another bank in Estonia, it will be forwarded to the beneficiary bank that is entitled to either execute the payment based only on the IBAN account number stated or reject the payment.

If the payment is in euros to another bank in Estonia, there may be a possibility to cancel the payment by calling our Customer Service on 631 0310. If the payment has already sent to beneficiary bank, you can request cancellation of the payment through the bank. The cancellation form is available in the section “Bank messages”. Please check our price list for fees. We are unable to cancel a payment without the beneficiary’s consent.

If the payment is between Swedbank accounts, it cannot be cancelled. Please contact the account holder and ask them to return the payment. If this is not possible, you can request revocation of the payment through the bank. The revocation form is available in the section “Bank messages”. Please check our price list for fees. We are unable to cancel a payment without the beneficiary’s consent.

Domestic payments are sent to the beneficiary's bank usually on the same business day if the payment has been debited from the remitter's account before 16.30. Payments sent by the remitter after 16.30, at weekends and on public holidays are debited, but sent to the beneficiary's bank on the next business day.

Swedbank’s new app, ‘Swedbank 2019 in Estonia’ enables private clients to make up to 15,000 euros in instant payments in a 24-hour period. These payments generally reach the recipient immediately. Instant payments can be made to all banks that offer the opportunity of receiving them. You can check with the recipient’s bank whether they enable instant payments.

If you need to make a payment to other Swedbank account in a currency other than EUR, use the domestic payment form as usual.

If you need to make a payment to other bank in Estonia in a currency other than EUR, use the international payment form.

This could be due to a couple of reasons:

• The account lacks funds for executing the payment or paying the fee, if applicable.
• The payment is made with a future date (in such an event the payment status will be “Future payment” under “List of payments”).
• The payment details are not accurate.

A payment is executed if the account balance has decreased by the amount of the payment and the payment appears in the account statement and the payment history as “Done”.

The payment process does not depend entirely on Swedbank – it also depends on the beneficiary bank and the intermediary bank.

Payments to accounts with European banks are reserved on the same day as when executed and are delivered to the beneficiary bank or intermediary bank on the following working day. International payments are executed depending on the payment type. For further details, see the maturities of services under price list.

In the payment history section, check:

• whether your payment shows up there;
• whether the beneficiary’s details are indicated correctly;
• what is the payment status.
• If the payment is in the payment history section and the status is “Done”, click on the “Payment details”, download the PDF payment file and, if necessary, send it to the recipient as proof that the payment has went through.

If the payment status is “Done”, but the beneficiary details are incorrect, please send us a bank message under section „Cancellation or amendment of international payment”. Please check the fees in the price list.

To make a domestic or international payment in other currency:

1. Choose the international payment form.
2. Select the currency available in the account as the coverage currency.
3. Currency exchange will take place automatically when you confirm the payment.

If the account lacks the currency necessary for the payment and no coverage currency is selected, the payment will not be executed.

The coverage currency must be selected upon execution of a payment order. It is another currency in the account that will be used towards covering the missing amount in case the account lacks funds for making the payment or paying the fee in the currency specified.

The currency necessary for executing the payment transaction is converted to the remitter using the bank’s transfer rate effective at the time of executing the payment transaction.

A discounted rate is offered for amounts exceeding 10 000 euros between 8.30 am and 5 pm on business days. Please contact our customer service +372 631 0130.

If a payment made via Internet Bank is cancelled, most often the reason is that the payment cannot be executed due to lack of details in the payment form. The mandatory payment fields are marked with asterisk. Additional information about payment details needed can be found under "question mark". If the payment is returned by the beneficiary bank or correspondent bank, the reason of the refusal is provided in the detailed information about the payment.

Please wait up to 15 minutes after you’ve executed the payment. We recommend checking the “List of payments” for your payment which may have been made with a future date in error – the status of such payments is “Future payment ”.

The permitted characters are:

a b c d e f g h i j k l m n o p q r s t u v w x y z A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 0 1 2 3 4 5 6 7 8 9 / - : ( ) . ,? ' +

If a notification that invalid characters have been entered appears on the Internet Bank page when making a payment, re-check all the payment fields.

A discounted rate is offered for amounts exceeding 10 000 euros between 8.30 am and 5 pm on business days. Please contact our customer service +372 631 0130.

Cancelling the currency exchange is not possible. You can convert the amount back in the Internet Bank but please consider that the exchange rate differs and might be disadvantageous for you.

You will not be charged for currency exchange on the Internet Bank page.

You will find your details and settings, as well as the options of contacting the bank at the top of the navigation bar on the Internet Bank page. To update your contact details, select the icon „My bank” – „Customer data“

If your details have changed please update them in our database as soon as possible. This means that we can always contact you quickly whenever necessary.

The prices of services of the bank are available in the price list.

We are not issuing new code cards since 1.02.2018

Code cards can be used until 01.02.2019

PIN-Calculator may be blocked or has run out of battery power. To replace or unblock the token, go to your nearest Swedbank branch, taking your valid passport or ID card with you. The unblocking fee is specified in the bank’s price list.

PIN-Calculator may be blocked or has run out of battery power. To replace or unblock the token, go to your nearest Swedbank branch, taking your valid passport or ID card with you. The unblocking fee is specified in the bank’s price list.

PIN-Calculator may be blocked or has run out of battery power. To replace or unblock the token, go to your nearest Swedbank branch, taking your valid passport or ID card with you. The unblocking fee is specified in the bank’s price list.

You can download and use Smart-ID app on the Swedbank Internet Bank page or in the mobile app free of charge.

Retry in a couple of minutes. If the problem persists, please contact Smart-ID support service by phone 715 1606 or e-mail help.ee@smart-id.com.

Delete your existing account from the Smart-ID app and create a new one.

Upon the first entering an incorrect PIN for three consecutive times, it is blocked for 3 hours. The Smart-ID app will display a countdown until you can retry entering the correct PIN.

On the second entering an incorrect PIN for three consecutive times, it is blocked for 24 hours. The Smart-ID app will display a countdown until you can retry entering the correct PIN.

On the third entering an incorrect PIN for three consecutive times, it is permanently blocked, and you are required to delete your existing account from the Smart-ID app and create a new one.

The transaction limits are initially set when you signed the Tele Agreement but can be changed (both increase or reduce).

Smart-ID only works with internet connection – either mobile data or Wi-Fi.

You have to download and install the Smart-ID app, as well as to create an account on whichever device you want to use. Also, whenever you buy a new smartphone, you have to download and install the Smart-ID app, as well as to create a new account. Creating a new account and downloading the app is free of charge.

You can use your Smart-ID whenever you travel outside Estonia, just make sure you remember your PIN codes and have internet connection.

The use of Smart-ID abroad will not create substantial roaming costs, since a single Smart-ID transaction in average uses merely 5 KB of data.

Whenever you want to access your Internet Bank with Smart-ID, the system communicates with all your devices; it is up to you which device you use to open the Smart-ID app and enter PIN1 or PIN2.

When you open the Smart-ID app on another device, a notification “No transactions found’ will appear.

No. However, we suggest you set up separate Smart-ID accounts for each family member or colleague, so that it is possible to trace back each transaction from the bank account to a specific person.

In case you have the PIN-calculator, we suggest keeping it to have several identifications tools to use Internet Bank.

The control code is an automatically generated 4 digit number displayed in a window of the Internet Bank page and your Smart-ID app. The control codes are introduced to make sure you confirm the right transaction in your Smart-ID app.

If you have enabled the push notification feature of the Smart-ID app on your device, notifications will automatically appear on the home screen; tapping the notifications will automatically direct you to the Smart-ID app.
If the push notifications are disabled for the Smart-ID app, you have to open the app manually to check the control code and enter PIN1 or PIN2.

A single Smart-ID transaction uses a very small amount of data – approximately 5 KB.

Visually impaired people can use the “voice” feature which is available in the recent smart devices. With the “voice” or “audio” feature activated, banking services are available both in the Smart-ID app and the Swedbank mobile app.

Open the Smart-ID app and press “Cancel”. PIN1 is used only for logging in to Internet Bank or the mobile app.

If the control code in the Smart-ID app does not match the control code you see on the Internet Bank page, press “Cancel”. Try re-entering your user ID and your identity number in Internet Bank.

Please contact Smart-ID support service by phone +372 715 1606 or help.ee@smart-id.com.

Card readers are available for purchase in computer hardware shops and online stores.

If you’re unable to log in to Internet Bank, please check the following:

• Make sure the Caps Lock is off on your keyboard.
• Make sure Cyrillic (Russian alphabet) letters are not on.
• If you use the PIN-calculator, make sure you entered the “APPLI 1” code when logging in.
• If you use the Smart-ID, make sure that you have an active account in the Smart-ID app and that your mobile phone has the Internet available. PIN1 must be entered in the Smart-ID app within 2 minutes of appearance of the control code.
• If you use the ID card, make sure that your computer is properly configured to work with the ID and that you entered the right PIN when logging on.
• If your closed one also uses the PIN-calculator, make sure you’re using your own.

The User ID consists of 6 or 7 digits and you can find it in your Tele agreement contract under “User ID”.

Limits on payments via Internet Bank are initially set when you signed the Remote Banking Services Agreement but later can be changed (increased or reduced). You can see your transaction limit under Everyday banking section "Payments" - "Limits for internet bank payments".

You can see your transaction limit under Everyday banking section "Payments" - "Limits for internet bank payments". If you need to change the transaction limits, click "Edit limits" You can change the limits up to 10 000 EUR per day and 10 000 EUR per month.

Limits on card payments in retail outlets can be raised:

• In “Cards” section of the mobile app;
• Via the Internet Bank page in “Cards” section by clicking on “Change limits”.

Please contact your mobile operator to get a special SIM. After you’ve signed the Mobile-ID contract and received a new SIM card, you can activate Mobile-ID at the homepage of Police and Border Guard Board (PBGB). Follow the instructions and if you need any help with activating Mobile-ID, contact PBGB at the phone number +372 612 3000.

The monthly fee for the service is up to 1 euro, the state fee for Mobile-ID (10 euros) is charged via mobile operator when joining the service. Find out more about special offers and prices from your mobile operator.

* When using Mobile-ID abroad, a fee for sending a text message from abroad to Estonia per one Mobile-ID operation (identification or giving a digital signature) will be charged according to your mobile package.

Yes, you can. Just makse sure you remember your PIN-codes and have internet connection.

No, you can conclude the agreement of Mobile-ID only with your Estonian phone number and if you are a client one of the following mobile operator: Elisa, Tele2 or Telia.

Yes, you can.

Following steps should help with this problem:

1. Open the KeyLock.
   NB! Mobile-ID for Android only works when keylock has been opened prior the authentication. If this is forgotten for some reason then you may have to either restart your phone or open Mobiil-ID application and try again.
2. Restart your phone.
3. Oota pisut ja proovi uuesti, kuna teenuse töös võib esineda tõrkeid.
4. Taasta algseaded.
5. Uuenda oma telefoni tarkvara.

In order to block/close the card you have as following options:

• via the Swedbank mobile app, under “Cards” by switching the setting from “Active” to “Blocked”. In this case you can block the card for up to 10 days. After that, it will be closed automatically.
• by bank message, adding the information about the card which is lost.
• by calling us +372 6310 310.

To order a new card, send us a bank message and add how you would like to get the new card (by post or to the branch). Also it is possible to order a new card by calling +372 631 0130.

New credit card costs 7 euros.

The renewed card can be delivered:

• by post to your Estonian contact address;
• to any Swedbank branch.

Credit cards are usually renewed automatically. If the credit card is not renewed, we inform the customer of it before expiry of the credit card via bank message, e-mail or by post.

If you would like to receive a new credit card earlier, please apply for a new credit card.

We will give the answer to application within three workdays and if the application answer will be positive, then the card will be ready to be collected from the branch in 10 days or if your ordered by post, it will be delivered in 5 business days.

You can make the changes via the Internet Bank page under “Cards” > “Credit cards” by selecting „Change limits“

If the credit card limit change option is not available under “Cards” > “Credit cards” > “Change limits”, fill out a new credit card application in the “Loan, leasing, credit cards” > " Credit cards" section on the Internet Bank page and write on the application`s additional information field that you wish to increase your current credit card limit and mark the suitable amount. You will receive an answer within two work days.

Yes. Withdrawal of cash with a credit card is subject to a fee according to the current price list

There is only a conversion fee for transactions in foreign currencies and it is 1% of transaction amount.

Fees for transfers from the credit card account are identical to those for transfers from the current account.

Transfers between one’s own accounts or other accounts within Swedbank are free of charge.

PS! Please note that if you make a transfer or withdraw cash from the credit card account, the calculation of interest begins immediately, unless the amount of the aforementioned transactions remains within the positive balance of the limit account.

You can pay back the used credit limit via the Internet Bank page under “Cards” > “Credit cards” by selecting "Return full used credit limit"

You can pay back the used credit limit via the Internet Bank page under “Cards” > “Credit cards” by selecting "Return interest accruing credit limit"

As of 1 February 2019, the travel insurance attached to the Gold revolving credit card will no longer be subject to the requirement to pay for travel expenses. This means that as of the above date, the insurance cover attached to the card takes effect automatically once you enter into the credit card agreement and remains valid until the credit card agreement is valid.

Sometimes there are situations when the work or purchases you’ve planned require extra funds. If you need to borrow an additional amount, log in to Internet Bank, go to “Small loan” section under “Loan, leasing, credit card”, and click on “Fill out the application”. After receiving the application, you will be contacted by a bank employee.

The changes can be requested via the Internet Bank page in section “Loan, leasing, credit card” > “My obligations” > “Change” by selecting the required type of changes.

If you're struggling with repayment, log in to Internet Bank, go to “Small loan” section under “Loan, leasing, credit card”, click on “Fill out the application” and prepare the application, describing your situation in the comments. After receiving your application, a bank employee will contact you to agree on a mutually acceptable solution.

If you have a Small loan, the changes can be requested via the Internet Bank page in section “Loan, leasing, credit card” –> “My obligations” –> “Terminate”. Please check fees from the price list.

The changes can be requested on the Internet Banking page in section “Loan, leasing, credit card” –> “My obligations” –> “Change” by selecting the required type of changes.

Sometimes there are situations when the work or purchases you’ve planned require extra funds. If you need to borrow an additional amount, log in to Internet Bank, go to “Small loan” section under “Loan, leasing, credit card”, and click on “Fill out the application”. After receiving the application, you will be contacted by a bank employee.

The changes can be requested via the Internet Bank page in section “Loan, leasing, credit card” > “My obligations” > “Change” by selecting the required type of changes.

If you're struggling with repayment, log in to Internet Bank, go to “Small loan” section under “Loan, leasing, credit card”, click on “Fill out the application” and prepare the application, describing your situation in the comments. After receiving your application, a bank employee will contact you to agree on a mutually acceptable solution.

If you have a Small loan, the changes can be requested via the Internet Bank page in section “Loan, leasing, credit card” –> “My obligations” –> “Terminate”. Please check fees from the price list.

You can order e-invoices from companies that enable this option in the Internet Bank section “Everyday banking” –> “E-Invoices and standing orders” –> “Order a new e-invoice”.

The e-invoice is payable by clicking “Pay” in “My E-invoices” section on the Internet Bank page or by enabling automatic payment for the e-invoice.

Setting up and receiving e-invoices via Internet Bank is free of charge. The cost of transfers is according to the current price list of payments. However, if you enable automatic payment, there will be no cost.

To cancel the receiving of e-invoices, please choose under „Everyday banking“ menu “E-invoices and standing orders > E-invoice applications".

In order to cancel E-invoice standing order agreement, you have to do it separately for every seller. E-invoices will be received also after cancelling E-invoice standing order agreement.

When ordering an e-invoice, you have the option to allow partial debiting. This means: if your account lacks funds to cover the necessary invoice amount on selected payment date, the system will automatically monitor/check your account for up to 3.days. If your account still lacks the full amount on the 3rd day, your invoice will be paid partially by transferring at least 50% of the required invoice amount. If your account has less than 50% of required invoice payment, the invoice will not be paid.

When ordering an e-invoice, you have the option to allow partial debiting. This means: if your account lacks funds to cover the necessary invoice amount on selected payment date, the system will automatically monitor/check your account for up to 3.days. If your account still lacks the full amount on the 3rd day, your invoice will be paid partially by transferring at least 50% of the required invoice amount. If your account has less than 50% of required invoice payment, the invoice will not be paid.

When setting up e-invoice automated payment, you can choose one of the following payment date options:

1. on invoice due date (the date specified by the service provider in the e-invoice).
2. 2 days after receiving the e-invoice. That way the e-invoice will be paid in timely manner without waiting for the deadline.
3. choose the date. You can choose the suitable date by yourself.

You can modify the terms of paymentin the section „Standing order agreements“. The exact options depend on seller's terms and may vary.

If your account lacks funds to cover your invoice payment, the invoice will not be paid automatically. If you have chosen the „partial debiting“ option, the system system will automatically monitor/check your account for two days. If your account still lacks the full amount on the 3rd day, your invoice will be paid partially by transferring at least 50% of the required invoice amount. If your account has less than 50% of required invoice payment, the invoice will not be paid.

Other invoice payment options are:

• Standing order – if the monthly invoice amount is constant, payments will take place automatically on a date of your choice.
• Defined payment – if the monthly invoice amount is changeable, then invoices need to be paid manually using the saved payment form.

No. If you wish to change the amount of a standing order, click the symbol in “Everyday banking > Standing order” section on the Internet Bank to delete the existing one and create a new standing order.

If your account lacks funds to execute a standing order on the payment date you selected, the system will monitor the account for changes for 2 more days. If the funds available in the account are still not sufficient for the payment, the standing order will not be paid.

No. Partial transfer is not possible.

Points can be collected in the reward programme with all Swedbank bank cards, including both debit and credit cards, owned by private persons. Bank cards of children are also included in the programme. To order a gift, the child must have an internet bank user agreement which can be concluded from age 7

No, they cannot. Reward points are linked to a specific person.

You can see the amount of your reward points and their expiry date by logging in to Swedbank’s internet bank. The expiry date indicates that the points will expire on that date and will be deleted from your reward account.

The validity period is calculated based on the reward account, for example, when paying with debit and credit cards a reward account will be created, to which reward points will accumulate for two years. When the two years is up, all points on the reward account will expire, incl. those collected even a month before the end of the two-year validity period of the reward account. Points are saved to the reward account on a regular basis and are valid for up to 2 years. All points of a reward account will expire once the expiry date of the reward account arrives and all reward points have the same expiry date. For example, points collected a year ago expire at the same time as points collected a month before the expiry date.

Expired reward points can not be reinstated. We therefore advise you to use the points as early as possible, but no later than one day before the expiry date. The points you have earned earlier are annulled first on the expiry date and the new points earned for the transactions performed in the previous month are then added to your account. The new collection period begins on the same day.

Once you have chosen a suitable gift from the reward programme page, you will receive a bank notification within 20 days reminding you of what you have ordered and where you can collect it from.

You can pick up your gift as soon as you have received the bank notification. Specific details regarding the time period during which the message of when to collect the gift/use a discount is sent are displayed by each gift.

Gifts must be collected within 1 month of the bank notification reaching the internet bank.

As an exception, bank notifications are not sent for the order of magazines and newspapers.

Ordered gifts must be collected within one month of the date the bank notification was received (unless otherwise stated in the bank notification). If you are unsure whether you are able to collect the gift yourself, add authorisation for someone to collect it on your behalf when you place the order. Even in the event that you have authorised someone else to collect your gift, you can always go and collect it yourself. You will be asked for ID before you are given the gift. If you are unable to collect the gift in time, your order will be annulled and the points you used to order the gift will not be reinstated.

If you are unable to collect your gift in time, your order will be annulled after the expiry of the redemption period and the points you used to order the gift will not be reinstated. That´s why we advise you to add authorisation for someone to collect the gift on your behalf at the right time when placing the order. Even in the event that you have authorised someone else to collect your gift, you can always go and collect it yourself.

Gifts ordered via the reward programme are only handed to the card holder in person or to an individual authorised by the person who has ordered the gift.

Authorisation can only be granted on the internet bank and at the time of ordering the gift.

The authorisation process requires the client to submit the name and date of birth of the person to be authorised.

When going to collect the gift, the authorised person must provide their identification document and inform our partner that they have come to collect a gift ordered by someone else (state the forename and surname of the orderer).

Regardless of the fact that someone else has been authorised to collect the gift, the person who actually placed the order can always collect the gift themselves by providing an identification document.

A child under the age of 7 cannot be authorised to collect a gift. In case of a child older than 7 years, it is enough for the child to present their identification document to collect the gift. In case of a child aged up to 18 years, the gift can also be collected from our partner by a parent by presenting their identification document and the birth certificate of the child.

The cover offered by health insurance varies in all European Union Member States. Visit the website of the National Health Insurance Fund to check which services are covered by national medical insurance at your destination and which services you have to pay for. For example, the European Health Insurance Card holders are usually obliged to pay for certain retention if the trip is prolonged due to illness or it is necessary to return home earlier than planned and thus organise it on one’s own.

With travel insurance you don’t have to worry about additional expenses, as these will be covered by insurance. Both expenses may amount to hundreds or even thousands of euros.

In case of minor illness (common cold, fever, etc.), pay the medical treatment expenses on site, if possible. When you return from the trip, submit the loss notification and medical treatment invoice to Swedbank property insurance. If you are in need of urgent treatment or hospitalisation, please address our Claims Handling at 888 2111 (24 h).

If the arrival of luggage is delayed in the destination of your trip by the transport operator for at least 4 hours, we will indemnify any essential commodities that you purchased or rented for the purpose of using them during the trip as well as any expenses incurred in order to purchase objects that are important with regard to the purpose of the trip to the extent of 300 euros.

We will indemnify the expenses provided that:

• it is not cabin luggage;
• you have taken reasonable measures to obtain your luggage;
• you have immediately notified the respective transport operator of the late arrival of your luggage and you have a certificate that verifies the delay in the transport of luggage that includes a note concerning the time of receipt of the luggage.

If the departure is 4 to 24 hours late, we will indemnify up to 150 euros for incurring the required expenses. If the flight is delayed by more than 24 hours, we will indemnify a maximum of 300 euros. We consider required expenses to constitute expenses on food and accommodation, and also expenses on toiletries if you have checked your luggage.

In addition, we will indemnify the rise in travel and accommodation expenses necessary for continuing the planned trip and previously paid and irrecoverable expenses for services that were unused due to not making the connecting flight. You need to ask the airline or travel agent for a written confirmation of the belatedness of the flights

If you have general questions about travel insurance or your insurance contract, call the Customer Support (888 1513) or write to varakindlustus@swedbank.ee.

In the case of questions concerning claims call the Claims Handling Department of Swedbank (888 2111).