diff --git a/changelog/coming-up.mdx b/changelog/coming-up.mdx index cedcc0b789c..1e22f1621d5 100644 --- a/changelog/coming-up.mdx +++ b/changelog/coming-up.mdx @@ -1,5 +1,5 @@ :::tip Upcoming features -[Card insurance](https://docs.swan.io/preview/card-insurance/), [Belgian IBANs](https://docs.swan.io/preview/belgian-ibans), and more! Check out [Swan's public roadmap](https://swanio.notion.site/Swan-Public-Roadmap-385e4b2e91b3409786a6c8e885654a22) to see what's in the works. 🚀 +[Card packages](https://docs.swan.io/topics/cards/), [Belgian IBANs](https://docs.swan.io/preview/belgian-ibans), and more! Check out [Swan's public roadmap](https://swanio.notion.site/Swan-Public-Roadmap-385e4b2e91b3409786a6c8e885654a22) to see what's in the works. 🚀 :::
diff --git a/docs/images/topics/cards/configure-card-package.png b/docs/images/topics/cards/configure-card-package.png new file mode 100644 index 00000000000..2ca654965c1 Binary files /dev/null and b/docs/images/topics/cards/configure-card-package.png differ diff --git a/docs/preview/card-insurance/card-insurance.mdx b/docs/preview/card-insurance/card-insurance.mdx deleted file mode 100644 index a131d9f22eb..00000000000 --- a/docs/preview/card-insurance/card-insurance.mdx +++ /dev/null @@ -1,287 +0,0 @@ ---- -title: Card insurance ---- - -:::caution No coverage for existing cards -Card insurance is currently in private beta. -::: - -## Overview {#overview} - -Swan now offers insurance packages that can be added to payment cards, providing extra protection for cardholders. Partners can choose to create cards with embedded insurance or without it. - -There are three standard insurance packages available: - -- **Basic** -- **Essential** -- **Premium** - -Once an insurance package is assigned to a card product, all new cards created under that product will automatically include the chosen insurance by default. - -:::caution No coverage for existing cards -Insurance is not retroactive. Existing cards won't be updated automatically. To add insurance, you must issue a new card. -::: - -## Card insurance coverage {#insurance-coverage} - -The following tables outline the card insurance coverage included with Swan cards. - -:::info Specific coverage -Specific coverage varies by **insurance plan**. To consult the details of a card's insurance coverage, please **request the terms and conditions notice** directly from your PIM (Product Integration Manager). -::: - - - - **Coverage**: Protection against identity-related fraud and document loss - - **What's included**: - - | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | - |---|---|:---:|:---:|:---:|---| - | Loss or theft of identity documents | Reimbursement of costs for renewing identity documents (including duplicate fees, stamp duty, and identity document photos). | | | | Up to €350 per year and per claim | - | Bank card fraud | Reimbursement for amounts fraudulently debited before reporting loss or theft. | | | | Up to €3,000 per year | - | Phishing guarantee | Reimbursement for financial losses due to phishing (above €50). | | | | Up to €1,000 per year | - - - - **Coverage**: Protection for travel-related incidents and expenses - - **What's included**: - - | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | - |---|---|:---:|:---:|:---:|---| - | Travel delay (train or flight) | Reimbursement of expenses from train or flight delays of 4+ hours. | | | | Up to €400 per delay | - | Delayed baggage | Reimbursement of essential purchases due to delayed baggage. | | | | Up to €800 per delay | - | Lost, stolen, or damaged baggage | Reimbursement for baggage loss, theft, or damage. | | | | Up to €800 per baggage, €250 per valuable item; €70 deductible per claim | - | Trip modification or cancellation | Reimbursement of non-recoverable trip costs due to valid reasons (illness, accident, summons, strike, theft, visa refusal). | | | | Up to €5,000 per year | - | Travel assistance and repatriation | Medical expense reimbursement abroad and repatriation services. | | | | €100,000 (medical), €2,500 (ski accident), €1,500 (repatriation of remains) | - - - - **Coverage**: Protection for rental vehicle incidents - - **What's included**: - - | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | - |---|---|:---:|:---:|:---:|---| - | Rental vehicle coverage | Coverage for incidents related to rental vehicles. | | | | Up to 2 incidents per year | - - - - **Coverage**: Legal support for digital identity and reputation issues - - **What's included**: - - | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | - |---|---|:---:|:---:|:---:|---| - | E-reputation legal protection | Legal support for identity theft, cyber-harassment, or damage to online reputation. | | | | Up to €15,000 per dispute | - - - -## Card insurance product configuration {#insurance-configuration} - -You can assign one of the [three standard insurance packages](/preview/card-insurance) at the card product level. -Once set, the package is automatically linked to any new card issued from that card product. - -:::info Configure your card product -Follow the [step-by-step guide](/preview/card-insurance/guide-insurance-integration) to configure insurance on your card product. -::: - -## Card insurance billing {#insurance-billing} -Pricing varies by insurance level (Basic, Essential, Premium). Partners are billed monthly for active insurance subscriptions. -For specific pricing details, refer to your terms and conditions or contact your PIM. - -## Insurance subscription {#insurance-subscription} - -### Insurance subscription statuses {#subscription-statuses} - -When a user orders a card with insurance, Swan begins the process of creating an insurance subscription with our insurance partner. - -The subscription progresses through these statuses in order: **Pending** → **Processing** → **Enabled**, or **Canceled** (if the associated card is canceled). - -```mermaid -%%{ init: { 'flowchart': { 'curve': 'linear' } } }%% -flowchart LR - ICO((Insurance card
ordered)) --> P[Pending] - P --> PR[Processing] - PR --> E[Enabled] - E --> C[Canceled] - - NotePending["Waiting for:
• Account holder status = Verified
• Account membership status = Enabled"] -.-> P - - subgraph AS[  Active subscription  ] - E - end - - subgraph F[Final status] - C - end - - style ICO fill:#D4D3D5,stroke:#514F59 - style P fill:#D4D3D5,stroke:#514F59 - style PR fill:#D4D3D5,stroke:#514F59 - style NotePending fill:#f3f3f3,stroke:#bbb,stroke-dasharray: 4 - style AS fill:#dfedf2,stroke:#4d8296,stroke-width:3px - style F fill:#fffdf4,stroke:#cca922 -``` - -| Status | Explanation | -|---|---| -| `Pending`| Insurance subscription is waiting for the account membership to be `Enabled`, and the account holder to be `Verified`. | -| `Processing`| The insurance subscription request is sent to the insurance partner for adhesion. | -| `Enabled` | The insurance subscription is active and insurance is valid.

If you're subscribed to the `cardInsuranceSubscription.Created` webhook, you'll receive a notification when a subscription is `Enabled`. | -| `Canceled`| The insurance subscription is `Canceled` when the associated card is canceled. | - -### Insurance subscription flow {#subscription-flow} - -When a card product with insurance is ordered, Swan creates an insurance subscription (called an "adhesion" by the insurance partner). Swan automatically applies the insurance package set for the card product. - -### Sequence diagram - -The following diagram details a common flow of how the user, Your system (you), Swan and the insurance partner interact when ordering a new card with embedded insurance. - -```mermaid -sequenceDiagram - participant User - participant Your system - participant Swan - participant Insurance partner - - alt User orders card via Web Banking - User->>Swan: Orders card - else You order card via API - Your system->>Swan: Calls card creation API - Note over Your system,Swan: addCard, addCards, or addCardsWithGroupDelivery - end - - Swan-->>Your system: Returns card with insurancePackageId - Swan->>User: Shows consent screen - User->>Swan: Accepts terms - Swan->>Your system: Webhook: subscription.Created - Note over Swan: Waits for:
Account membership = Enabled
& Account holder = Verified - Swan->>Insurance partner: Creates subscription - Insurance partner-->>Swan: Confirms & activates - Swan->>Your system: Webhook: subscription.Updated -``` -### Steps - -1. A card is ordered by either: - - **The user**, through their Web Banking interface. - - **You**, through the API using one of the following mutations: - `addCard` (single card), `addCards` (multiple cards), or `addCardsWithGroupDelivery` (multiple cards with shared delivery). - -2. An `insurancePackageId` is attributed to the card. - -3. **Swan sends a consent request to your user**, and they review and **accept the insurance terms** on the consent screen. -This screen is localized based on the account member's language. - -4. After consent, **Swan sends a** `cardInsuranceSubscription.Created` **webhook** to your system. - -5. Swan creates the **insurance subscription** (called an "adhesion" by our insurance partner). - -:::caution -Insurance subscription creation only happens when the account membership is `Enabled` and the account holder verification status is `Verified`. The creation of a subscription may be **delayed** until these conditions are met. -::: - -5. **Swan sends a** `cardInsuranceSubscription.Updated` **webhook** to your system once the insurance partner confirms the subscription. - -:::info Card insurance activation -Once subscribed, the insurance is automatically activated. Your user can view the insurance notice, and access the URL to the insurance claims portal through their Web Banking interface. -::: - -## Card insurance claims {#insurance-claims} - -When an eligible event occurs, cardholders should submit a claim through the **insurance claims portal**, or by contacting our assistance provider, depending on the type of claim. - -### Reporting a card insurance claim {#report-insurance-claims} - -#### Reporting through the claims portal - -The insurance claims portal is available in the cardholder's Web Banking interface. -It's typically used for standard claims such as: -- Lost documents -- Travel delays -- Purchase protection -- Card fraud - -To submit a claim, cardholders must: -1. Create an account in the insurance claims portal using the email linked to their Swan account. -1. Upload the required documents. -1. Track the progress of their claim in the insurance claims portal. - -Our **insurance partner handles the entire claims process** after it's submitted. -Cardholders must follow up directly through the portal. -If compensation is approved, it's credited directly to the cardholder's Swan account. - -:::info Customized claims portal -By default, the claims management interface provided by our insurance partner is co-branded with **your logo and accent color**, like your Swan interfaces (Web Banking and consent screens). -::: - -#### Reporting to our assistance provider - -Our assistance provider handles urgent claims such as: -- Medical emergencies -- Repatriation -- Hospitalisation -- Legal assistance - -These must be reported **by phone** for immediate support. - -They handle the entire claims process. -If compensation is approved, it is credited directly to the cardholder's Swan account. - -### Claim types and reporting process {#insurance-claims-process} - -The following table outlines how to report different claim types: - - - - **Process**: Report incidents and submit required documentation for identity-related claims - - **Claim procedures**: - - | Insurance cover type | How to report | Required documents | - |---|---|---| - | Loss or theft of identity documents | - Report through the insurance claims portal
- Within 30 business days | - Police report (loss or theft)
- Proof of renewal costs using Swan's card | - | Bank card fraud | - Report card as lost/stolen to Swan
- Within 2 business days
- Then submit the incident through the insurance claims portal
- Within 30 days | - Police report
- Confirmation the card was reported
- Proof that Swan denied coverage
- Screenshot of disputed transactions | - | Phishing guarantee | - Notify Swan and report card
- Within 2 business days
- File police report and submit claim through the insurance claims portal
- Within 2 days | - ID card
- Proof that Swan denied coverage
- Copy of fraudulent messages (email, SMS, etc.) | - - - - **Process**: Submit travel-related claims with appropriate documentation and timing - - **Claim procedures**: - - | Insurance cover type | How to report | Required documents | - |---|---|---| - | Travel delay (train or flight) | - Submit the incident through the insurance claims portal
- Within 15 days | - Carrier-issued delay certificate
- Receipts (meals, hotel, transport)
- Proof of business travel
- Travel ticket
- Declaration of honor and explanation | - | Delayed baggage | - Submit the incident through the insurance claims portal
- Within 15 days | - Proof of business travel
- Travel ticket
- Baggage check-in receipt
- Receipts for essential purchases | - | Lost, stolen, or damaged baggage | - Submit the incident through the insurance claims portal
- Within 15 days | - Proof of business travel
- Travel ticket and baggage check-in receipt
- Carrier-issued loss certificate
- Inventory and receipts of lost items | - | Trip modification or cancellation | - Initiate cancellation/modification
- Within 72 hours
- Then submit through the insurance claims portal
- Within 15 days | - Certificate of cancellation/modification
- Proof of reason (medical certificate, summons, etc.)
- Proof of reservation and payment with a Swan card
- Proof of retained cancellation fees | - | Travel assistance and repatriation | - Contact our assistance provider by phone
- Within 5 days | - Medical certificates
- Hospital bills
- Tickets or transport proof
- Description of the events | - - - - **Process**: Report rental vehicle incidents with proper documentation - - **Claim procedures**: - - | Insurance cover type | How to report | Required documents | - |---|---|---| - | Rental vehicle coverage | - Submit the incident through the insurance claims portal
- Within 15 days | - Rental contract
- Signed vehicle condition report
- Police report (if stolen) | - - - - **Process**: Contact assistance provider for legal support and documentation - - **Claim procedures**: - - | Insurance cover type | How to report | Required documents | - |---|---|---| - | E-reputation legal protection | - Contact our assistance provider by phone | - Documentation of the dispute
- Proof of related expenses | - - - -## Guides {#guides} - -- [Configure card insurance package](guide-insurance-integration.mdx) \ No newline at end of file diff --git a/docs/preview/card-insurance/guide-insurance-integration.mdx b/docs/preview/card-insurance/guide-insurance-integration.mdx deleted file mode 100644 index 463ba00fa4f..00000000000 --- a/docs/preview/card-insurance/guide-insurance-integration.mdx +++ /dev/null @@ -1,52 +0,0 @@ ---- -title: Configure card insurance package ---- - -:::caution No coverage for existing cards -Card insurance is currently in private beta. -::: - -This guide explains how to configure insurance on card products, issue cards with insurance, support card insurance claims. - -## 1. Configure insurance on card products - -When creating a card product, link it to a card insurance object by setting the [`defaultInsurancePackage`](https://api-reference.swan.io/objects/card-insurance-configuration/#cardinsuranceconfigurationdefaultinsurancepackagecardinsurancepackage). -This package is automatically applied when a card is issued. - -The `availableInsurancePackages` field lists all eligible insurance packages for the card product. - -By default, new card products include three packages: **Basic**, **Essential**, and **Premium**. For pre-existing card products, contact your PIM (Product Integration Manager) to add the `availableInsurancePackages` and set your `defaultInsurancePackage`. - -## 2. Card product review and validation - -After configuring your insurance settings, your PIM will review and validate the card product before it can be used. - -:::caution -To issue cards with insurance, it's mandatory to display the [standard marketing and legal mentions](https://docs.google.com/presentation/d/159nE02OtxcZ_uVQIpX8H7fLVC9VubPAf/edit?slide=id.g33c8ca1d644_0_302#slide=id.g33c8ca1d644_0_302) regarding the insurance coverage package within your app or website. Swan includes this information in the Terms and Conditions. -::: - -## 3. Card insurance subscription - -Swan automatically creates a [card insurance subscription](/preview/card-insurance#insurance-subscription) when a new card is issued, if the following conditions are met: - -- The cardholder's account membership is `Enabled`. -- The account holder is `Verified`. - -## 4. Support insurance claims - -Include a link to the insurance provider's claims portal in your Web banking app so users can file claims independently. - -The `claimsUrl` available in the card query leads to the insurance provider's claims portal. -Use this query to retrieve the `claimsUrl` for a cardholder to access the claims interface: - -Open in API explorer - - -```graphql -query GetClaimsPortalUrl { - card(cardId: "$YOUR_CARD_ID") { - insuranceSubscription { - claimsUrl - } - } -} diff --git a/docs/preview/index.mdx b/docs/preview/index.mdx index bdfe19fb5de..ae9ad378c66 100644 --- a/docs/preview/index.mdx +++ b/docs/preview/index.mdx @@ -27,6 +27,4 @@ These features are in beta and available for testing. We use feedback to refine | Feature | Description | ETA | |---------|-------------|-----| | [Account onboarding enhancements](/preview/new-onboarding) | Redesigned onboarding mutations and queries with cleaner naming, typed responses, and improved data collection for compliance. | Q1, 2026 | -| [Card insurance](/preview/card-insurance) | Comprehensive insurance coverage for Swan-issued cards including theft, fraud, and travel protection. | In private beta | - \ No newline at end of file diff --git a/docs/topics/accounts/billing/index.mdx b/docs/topics/accounts/billing/index.mdx index 5ae1c02b1ac..bf4fc1516f6 100644 --- a/docs/topics/accounts/billing/index.mdx +++ b/docs/topics/accounts/billing/index.mdx @@ -95,6 +95,7 @@ The following table lists each billable metric and the event that triggers billi | | Card subscriptions | Virtual cards `Enabled` at least one day during the billing period. | | | Card transactions | Number of card-out booked transactions (including Apple Pay). | | | Card products | Number of card products `Enabled` for a project. Monthly fees still apply to `Suspended` card products that have at least one `Enabled` card. | +| | Foreign exchange (FX) fees | Transactions for goods and services (in-store or online) purchased in non-euro currencies. | | | Physical cards printing & shipping | Number of cards shipped during the billing period. | | | Single-use virtual (SUV) cards | Number of SUV cards created during the billing period. | | **SEPA** | SEPA transactions | Number of transactions booked during the billing period (Instant SCT, SCT, SDD Core, SDD B2B). | diff --git a/docs/topics/cards/card-packages/guide-get-card-package-level.mdx b/docs/topics/cards/card-packages/guide-get-card-package-level.mdx new file mode 100644 index 00000000000..8da01ef1381 --- /dev/null +++ b/docs/topics/cards/card-packages/guide-get-card-package-level.mdx @@ -0,0 +1,40 @@ +--- +title: Get card package level +--- + +# Get card package level + +Card products are associated with a specific card package: **Standard**, **Essential** and **Premium**. You can retrieve the package level for a specific card using the card query. + +## Retrieve card package level {#guide-main} + +1. Call the `RetrieveCardPackage` query (line 1). +1. Enter the `cardId` (line 2). +1. Add `cardPackage` to receive the card package level (line 4). + +

Query

+ +Open in API Explorer + +```graphql {1-2,4} showLineNumbers +query RetrieveCardPackage { + card(cardId: "$YOUR_CARD_ID") { + id + cardPackage + } +} +``` +

Payload

+ +1. The response includes the `cardPackage` (line 4), which is `Premium`. + +```json {4} showLineNumbers +{ + "data": { + "card": { + "id": "$YOUR_CARD_ID", + "cardPackage": Premium + } + } +} +``` diff --git a/docs/topics/cards/card-packages/guide-packages-integration.mdx b/docs/topics/cards/card-packages/guide-packages-integration.mdx new file mode 100644 index 00000000000..9bdfdc78b43 --- /dev/null +++ b/docs/topics/cards/card-packages/guide-packages-integration.mdx @@ -0,0 +1,38 @@ +--- +title: Configure a card package +--- + +When creating a new card product in the Dashboard, your first step is selecting and configuring the card package. +This selection determines the features, pricing, and capabilities of the card available to your users. + +This guide explains how to configure card packages on card products. + +## Create a card package {#create} + +1. Go to **Dashboard** > **Settings** > **Cards**. +1. Select **+ New card product**. + +![Screenshot of the Dashboard modal to add a new card product](../../../images/topics/cards/configure-card-package.png) + +3. Choose between the **Standard**, **Essential**, or **Premium** card packages. +Select **No package** to offer a card with basic features (no insurance, and our standard spending limits and foreign exchange fees). + +:::caution +This choice is permanent. You can't modify the package level once the card product is created. +::: + +4. Name your new card product. +5. If you'd like to allow physical cards, toggle **Allow physical cards** to on. +6. Click **Create**. + +## Configure your card package design {#configure-design} + +1. If you'd like to edit your card design, select **+ Create new design**. +1. Choose your card style: Black, Silver or Custom. +1. Choose your logo size. +1. Upload your logo. +1. Submit fo review. + +## Card package review and validation + +After configuring your card package, we will review and validate it before it can be used. diff --git a/docs/topics/cards/card-packages/index.mdx b/docs/topics/cards/card-packages/index.mdx new file mode 100644 index 00000000000..e5faa3d3b43 --- /dev/null +++ b/docs/topics/cards/card-packages/index.mdx @@ -0,0 +1,247 @@ +--- +title: Card packages +--- + +### Overview + +Card packages are preconfigured tailored offers, that help you launch market-ready card products faster. + +When you create a card product, you select a package. +Each package includes a predefined set of features and settings: + +- **Insurance**: Each package automatically applies a corresponding insurance level to the card product: **Standard**, **Essential**, or **Premium**. +- **Spending limits**: Higher tiers unlock higher transaction and withdrawal limits. +- **Foreign exchange (FX) fees**: Higher tiers benefit from reduced or waived FX fees. +- **Card design**: The standard silver and black card designs are available across all packages. The **metal** card is only available with the **Premium** package. + +### Card package comparison + +| Feature | Standard | Essential | Premium | +| --- | --- | --- | --- | +| Insurance level | Standard | Essential | Premium | +| Spending limits | €10 000 | €40 000 | €100 000 | +| Foreign exchange fees* | Standard | Reduced | Waived | +| Card design | Plastic: Black or Silver | Plastic: Black or Silver | Metal | + +*Note: Refer to your T&Cs for details on FX billing.* + +:::info Availability and rollout +Card packages are available for all new card products created after the feature launch (TBC). +Currently, insurance and specific package benefits can't be retroactively applied to existing cards. +If you wish to offer a card package to existing users, you must create a new card product and issue new cards. +::: + +### Card package configuration {#card-package-configuration} + +You can assign one of the three standard insurance packages at the card product level. +Once set, the package is automatically linked to newly issued cards. Read our step-by-step guide to [configure your card package](/topics/cards/card-packages/guide-packages-integration). + +## Card insurance {#insurance} + +Swan offers different insurance coverage options on cards, included in the card package associated to the card product. + +There are three insurance coverage options available: + +- Standard +- Essential +- Premium + +Once a card package is assigned to a card product, all new cards created under that product will automatically include the chosen insurance coverage. + +:::caution No coverage for existing cards +Insurance can't be added to existing cards. To include insurance, you must issue a new card using a product configured with an insurance package. +::: + +### Card insurance coverage {#insurance-coverage} + +The following tables outline the card packages coverage included with Swan cards. + +:::info Specific coverage +Specific coverage varies by **insurance plan**. To consult the details of a card's insurance coverage, please consult your **terms and conditions (T&Cs)** or submit a request to Swan Support. +::: + + + + **Coverage**: Protection against identity-related fraud and document loss + + **What's included**: + + | Insurance type | Explanation | Standard | Essential | Premium | Coverage limit | + |---|---|:---:|:---:|:---:|---| + | Loss or theft of identity documents | Reimbursement of costs for renewing identity documents (including duplicate fees, stamp duty, and identity document photos). | | | | Up to €350 per year and per claim | + | Bank card fraud | Reimbursement for amounts fraudulently debited before reporting loss or theft. | | | | Up to €3,000 per year | + | Phishing guarantee | Reimbursement for financial losses due to phishing (above €50). | | | | Up to €1,000 per year | + + + + **Coverage**: Protection for travel-related incidents and expenses + + **What's included**: + + | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | + |---|---|:---:|:---:|:---:|---| + | Travel delay (train or flight) | Reimbursement of expenses from train or flight delays of 4+ hours. | | | | Up to €400 per delay | + | Delayed baggage | Reimbursement of essential purchases due to delayed baggage. | | | | Up to €800 per delay | + | Lost, stolen, or damaged baggage | Reimbursement for baggage loss, theft, or damage. | | | | Up to €800 per baggage, €250 per valuable item; €70 deductible per claim | + | Trip modification or cancellation | Reimbursement of non-recoverable trip costs due to valid reasons (illness, accident, summons, strike, theft, visa refusal). | | | | Up to €5,000 per year | + | Travel assistance and repatriation | Medical expense reimbursement abroad and repatriation services. | | | | €100,000 (medical), €2,500 (ski accident), €1,500 (repatriation of remains) | + + + + **Coverage**: Protection for rental vehicle incidents + + **What's included**: + + | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | + |---|---|:---:|:---:|:---:|---| + | Rental vehicle coverage | Coverage for incidents related to rental vehicles. | | | | Up to 2 incidents per year | + + + + **Coverage**: Legal support for digital identity and reputation issues + + **What's included**: + + | Insurance type | Explanation | Basic | Essential | Premium | Coverage limit | + |---|---|:---:|:---:|:---:|---| + | E-reputation legal protection | Legal support for identity theft, cyber-harassment, or damage to online reputation. | | | | Up to €15,000 per dispute | + + + +### Card packages billing {#insurance-billing} + +Partner billing varies by card package and contract. + +- Insurance: Billed monthly per active subscription; rates vary by coverage level. +- FX Fees: Applied per transaction, depending on your specific card package and Swan contract. +- Physical Cards: One-time fee for printing and shipping. + +Refer to your T&Cs or submit a request to Swan Support for specific pricing. + +### Insurance subscription {#insurance-subscription} + +:::tip Prerequisites +- Account membership is `Enabled`. +- Account holder verification status is `Verified`. + +The creation of a subscription may be **delayed** until these conditions are met. +::: + +When a user orders a card package that includes insurance, Swan handles the insurance subscription with our insurance partner. + +The subscription progresses through these statuses: `Pending` → `Processing` → `Enabled`, or `Canceled`. + +The **subscription status** is always tied to the card status: it's `Enabled` when the card is ordered and `Canceled` when the card is canceled. You don't need to take any specific action. + +:::info Card packages activation +Once subscribed, the insurance is automatically activated. Your user can view the insurance notice, and access the URL to the insurance claims portal through in Web Banking. +::: + +### Card insurance claims {#insurance-claims} + +Depending on the type of claim, cardholders can seek support through the Swan, our claims portal, or our emergency assistance provider: + +- **Fraud or phishing**: Report directly to Swan. +- **All other claims**: Submit these through the insurance claims portal. +- **Urgent assistance**: Contact our assistance provider (if included in your offer). + +#### Reporting fraud and phishing {#report-fraud-phishing} + +When a cardholder reports fraud or phishing to Swan, we will help secure the account or card, and guide the cardholder on any additional steps. + +:::info Card fraud dispute article +Share the dedicated [Support Center article](https://support.swan.io/hc/en-150/articles/17099978406045-Credit-transfer-and-card-payment-fraud-disputes#h_01HQHA9YY8M234ZE7AV1GY6APF) to help your users file their fraud dispute. +::: + +#### Reporting through the claims portal {#claims-portal} + +In most cases, cardholders should submit the claim through the insurance claims portal, which is available through cardholder's Web Banking interface. +It's typically used for standard claims such as: + +- Lost documents +- Travel delays +- Purchase protection +- Card fraud + +To submit a claim, cardholders must: +1. Create an account in the insurance claims portal using the email linked to their Swan account. +1. On the first login, select "sign up" to create a password. +1. Upload the required documents. + +Our **insurance partner handles the entire claims process** after submission. +Cardholders must follow up and track the progress of their claim directly through the portal. +If compensation is approved, it's credited directly to the cardholder's Swan account. + +:::info Customized claims portal +By default, the claims management interface provided by our insurance partner is co-branded with your **logo and accent color**, like your Swan interfaces (Web Banking and consent screens). +::: + +#### Reporting to our assistance provider + +Our assistance provider is only available with the **Premium** card package. They handle urgent claims such as: +- Medical emergencies +- Repatriation +- Hospitalisation +- Legal assistance + +These must be reported **by phone** for immediate support. + +Our assistance provider handles the entire claims process. +If compensation is approved, it's credited directly to the cardholder's Swan account. + +### Claim types and reporting process {#insurance-claims-process} + +The following table outlines how to report different claim types: + + + + **Process**: Report incidents and submit required documentation for identity-related claims + + **Claim procedures**: + + | Insurance cover type | How to report | Required documents | + |---|---|---| + | Loss or theft of identity documents | - Report through the insurance claims portal
- Within 30 business days | - Police report (loss or theft)
- Proof of renewal costs using Swan's card | + | Bank card fraud | - Report card as lost/stolen to Swan
- Within 2 business days | - Police report
- Fraudulent usage declaration form
- Transaction details
- Screenshot of disputed transactions | + | Phishing guarantee | - Notify Swan and report card
- Within 2 business days | - ID card
- Copy of fraudulent messages (email, SMS, etc.) | + + + + **Process**: Submit travel-related claims with appropriate documentation and timing + + **Claim procedures**: + + | Insurance cover type | How to report | Required documents | + |---|---|---| + | Travel delay (train or flight) | - Submit the incident through the insurance claims portal
- Within 15 days | - Carrier-issued delay certificate
- Receipts (meals, hotel, transport)
- Proof of business travel
- Travel ticket
- Declaration of honor and explanation | + | Delayed baggage | - Submit the incident through the insurance claims portal
- Within 15 days | - Proof of business travel
- Travel ticket
- Baggage check-in receipt
- Receipts for essential purchases | + | Lost, stolen, or damaged baggage | - Submit the incident through the insurance claims portal
- Within 15 days | - Proof of business travel
- Travel ticket and baggage check-in receipt
- Carrier-issued loss certificate
- Inventory and receipts of lost items | + | Trip modification or cancellation | - Initiate cancellation/modification
- Within 72 hours
- Then submit through the insurance claims portal
- Within 15 days | - Certificate of cancellation/modification
- Proof of reason (medical certificate, summons, etc.)
- Proof of reservation and payment with a Swan card
- Proof of retained cancellation fees | + | Travel assistance and repatriation | - Contact our assistance provider by phone
- Within 5 days | - Medical certificates
- Hospital bills
- Tickets or transport proof
- Description of the events | + + + + **Process**: Report rental vehicle incidents with proper documentation + + **Claim procedures**: + + | Insurance cover type | How to report | Required documents | + |---|---|---| + | Rental vehicle coverage | - Submit the incident through the insurance claims portal
- Within 15 days | - Rental contract
- Signed vehicle condition report
- Police report (if stolen) | + + + + **Process**: Contact assistance provider for legal support and documentation + + **Claim procedures**: + + | Insurance cover type | How to report | Required documents | + |---|---|---| + | E-reputation legal protection | - Contact our assistance provider by phone | - Documentation of the dispute
- Proof of related expenses | + + + +## Guides {#guides} + +- [Configure card package](guide-packages-integration.mdx) +- [Retrieve card package level](guide-get-card-package-level.mdx) \ No newline at end of file diff --git a/docs/topics/cards/design/index.mdx b/docs/topics/cards/design/index.mdx index 0ced923f4ff..62b07c06b6e 100644 --- a/docs/topics/cards/design/index.mdx +++ b/docs/topics/cards/design/index.mdx @@ -37,6 +37,12 @@ Silver cards feature your logo in **black monochrome**. ![Image displaying connection between account holders, account, account membership, and cards](../../../images/topics/cards/cards-design-standard-silver.png) +### Metal + +Metal cards are available with the **Premium** card package. The cards are made from **stainless steel and tungsten** and weigh 22 grams. They feature a textured dark protective layer on each side and exposed metal edges. Your logo will be laser-printed on the cards, revealing the metal underneath. + +*Note: Card design example is not yet available.* + ## Custom card design {#custom} If the standard black or silver designs won't meet your needs, or you want customize more to your brand's style, Swan also offers [custom card designs](./guide-custom.mdx). diff --git a/docs/topics/cards/index.mdx b/docs/topics/cards/index.mdx index b6f717b9d77..833504bfef7 100644 --- a/docs/topics/cards/index.mdx +++ b/docs/topics/cards/index.mdx @@ -122,6 +122,16 @@ The [printing hub](./physical/index.mdx#hubs), where **physical cards are printe You must have one dedicated card product per hub, though the designs can be identical. ::: +### Card packages + +When you create a card product, you select a [card package](/topics/cards/card-packages): **Standard**, **Essential**, or **Premium**. +Each package includes a predefined set of features and settings. + +### Card insurance + +Swan offers [insurance coverage](/topics/cards/card-packages/#insurance) to protect cardholders. +Insurance is configured through the selected **card package** and the coverage corresponds with the card package level. + ## Settings {#settings} Use **settings to manage your card product** and all virtual, physical, and digital cards associated with it. diff --git a/docs/topics/cards/partials/_card-product.mdx b/docs/topics/cards/partials/_card-product.mdx index 4c0bbd868be..a1f166359d9 100644 --- a/docs/topics/cards/partials/_card-product.mdx +++ b/docs/topics/cards/partials/_card-product.mdx @@ -2,7 +2,7 @@

A card product is a collection of design information and configuration settings for the cards you ultimately offer your users. You can have several card products within the same project, each with a unique cardProduct.id.

-

Each card product can have a different card design and different settings. +

Each card product can have a different card design, different settings, and a different card package. Alternatively, card products might have common designs and settings, depending on your needs. For example, you might choose to offer a single design, but have several card products with different settings based on the intended users.

diff --git a/redirects.js b/redirects.js index be13ff22d4d..9f7bc5f2007 100644 --- a/redirects.js +++ b/redirects.js @@ -454,6 +454,14 @@ module.exports = [ from: '/preview/belgian-ibans', to: '/topics/accounts/ibans/#local', }, + { + from: '/preview/card-insurance/', + to: '/topics/cards/card-packages', + }, + { + from: '/preview/card-insurance/guide-insurance-integration', + to: '/topics/cards/card-packages/guide-packages-integration', + }, { from: '/preview/belgian-ibans/belgian-ibans', to: '/topics/accounts/ibans/#local', diff --git a/sidebars.js b/sidebars.js index 52bbea22d96..f909ea4129b 100644 --- a/sidebars.js +++ b/sidebars.js @@ -237,6 +237,16 @@ module.exports = { "topics/cards/design/guide-custom", ], }, + { + type: "category", + label: "Card packages", + link: { type: "doc", id: "topics/cards/card-packages/index" }, + collapsed: true, + items: [ + "topics/cards/card-packages/guide-packages-integration", + "topics/cards/card-packages/guide-get-card-package-level", + ], + }, { type: "category", label: "Virtual cards", @@ -810,15 +820,6 @@ module.exports = { "preview/new-onboarding/company", ], }, - { - type: "category", - label: "Card insurance", - link: { type: "doc", id: "preview/card-insurance/card-insurance" }, - collapsed: true, - items: [ - "preview/card-insurance/guide-insurance-integration", - ], - }, ], }, ],