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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​

FeatureStandardEssentialPremium
Insurance levelStandardEssentialPremium
Spending limits€10 000€40 000€100 000
Foreign exchange fees*StandardReducedWaived
Card designPlastic: Black or SilverPlastic: Black or SilverMetal

Note: Refer to your T&Cs for details on FX billing.

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​

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.

Card 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.

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​

The following tables outline the card packages coverage included with Swan cards.

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 typeExplanationStandardEssentialPremiumCoverage limit
Loss or theft of identity documentsReimbursement 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 fraudReimbursement for amounts fraudulently debited before reporting loss or theft.✓✓✓Up to €3,000 per year
Phishing guaranteeReimbursement for financial losses due to phishing (above €50).✓✓✓Up to €1,000 per year

Card packages 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​

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.

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​

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​

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.

Card fraud dispute article

Share the dedicated Support Center article to help your users file their fraud dispute.

Reporting through the 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.
  2. On the first login, select "sign up" to create a password.
  3. 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.

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​

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 typeHow to reportRequired 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.)

Guides​