Schedule of benefits

This Schedule of benefits forms part of your policy and shows the limits and sub-limits for the benefits. Applicable limits are applied per insured person noted on your Certificate of Insurance per trip, unless otherwise noted below. You must read this Schedule of benefits together with your Certificate of Insurance and this Policy Wording.

+ The limit of cover is a limit per trip; it is the most we’ll pay for all people on your Certificate of Insurance combined, per trip.

^ This limit of cover is a limit per insured person per policy, for all trips combined.

Eligibility and conditions of cover

• You are not able to suspend these plans during the period of insurance.

• There is no age limit. However, we may ask you some questions about your health and lifestyle at the time you buy your policy and then determine whether we will offer you cover and on what terms.

• Any options selected by you are in addition to this plan and are referenced on your Certificate of Insurance.

• You must follow any further conditions of cover outlined in Sections A to N of this document, and as outlined in Claims conditions.

• In addition, for Single Trip plans:

  • This plan is only available to residents of Ireland for an international trip.

  • There is no cover under this plan before your trip begins, other than benefits you may be entitled to under Cancellation or holiday rearrangement costs and, for the Premium Plan, events 1 to 4 under Section N: Coronavirus travel costs.

  • This plan ends once you have returned to your home in Ireland or the period of insurance ends, whichever happens first.

  • This plan cannot be purchased more than 6 months prior to the trip departure date.

  • The maximum duration of cover for any one trip is 45 days, at which time the policy expires. For any trip longer than this duration, you will not be able to extend and will need to purchase a new policy.

• In addition for Annual Multi Trip plans:

  • This plan is only available to residents of Ireland for trips within Ireland or internationally.

  • There is no cover under this plan before your trip begins and when you are between trips, other than benefits you may be entitled to under Cancellation or holiday rearrangement costs and, for the Premium Plan, events 1 to 4 under Section N: Coronavirus travel costs.

  • This plan cannot be purchased more than 6 months prior to the nominated departure date.

  • Named adults can travel independently of any other named adult on your Certificate of Insurance. Children are only covered whilst accompanying an adult named on your Certificate of Insurance.

  • There is no limit to the number of trips you may take during your 12 month period of insurance.

  • The maximum duration of cover for any one trip is 45 days. For any trips longer than this duration, you will not be able to extend and will need to purchase a new policy.

How to contact nib International Assistance

Please contact the nib International Assistance team using the contact details below:

Cancelling within the cooling-off period

You have 21 days from the day you buy your policy to decide if the cover is right for you. If it’s not, you can cancel your policy within this ‘cooling-off period’, and we’ll give you a full refund of your premium provided that:

• you haven’t started your trip; and

• you haven’t made a claim; and

• you don’t intend to make a claim or exercise any other right under your policy.

To cancel your policy within the cooling-off period, contact our representative. Your refund will be processed within 5 business days.

Cancelling outside the cooling-off period

If you request to cancel your policy outside the cooling-off period, and:

• you haven’t started your trip; and

• you haven’t made a claim; and

• you don’t intend to make a claim or exercise any other right under your policy,

we may, at our discretion, refund that part of your premium paid for the unused period of insurance; we may charge an administration fee to do so.

When does Cancellation cover begin and end?

• For a Single Trip Plan, your cover under the benefit section Cancellation or holiday rearrangement costs (and events 1 to 4 in Section N: Coronavirus travel costs under the Premium Plan) begins from the time your Certificate of Insurance is issued and ends the earlier of:

  • the time when you return to your home in Ireland; or

  • the end of the 45th day of your trip; or

  • the end of the period of insurance.

• For an Annual Multi Trip Plan, for each trip, your cover under the benefit section Cancellation or holiday rearrangement costs (and events 1 to 4 in Section N: Coronavirus travel costs under the Premium Plan) begins from the time the Certificate of Insurance is issued and ends the earlier of:

  • the time you return to your home in Ireland; or

  • the end of the 45th day of your trip; or

  • the end of the period of insurance.

When does cover for all other benefits begin and end?

• For a Single Trip Plan, your cover under all other benefits and events begins when you leave your home in Ireland to begin your trip or the departure date of the trip shown on your Certificate of Insurance, whichever happens last. Cover ends the earlier of:

  • the time when you return to your home in Ireland; or

  • the end of the 45th day of your trip; or

  • the end of the period of insurance.

• For an Annual Multi Trip Plan, for each trip, your cover under all other benefits and events begins during the period of insurance shown on your Certificate of Insurance from the time you leave your home in Ireland to begin your trip. Cover ends the earlier of:

  • the time you return to your home in Ireland; or

  • the end of the 45th day of your trip; or

  • the end of the period of insurance.

Winter sports cover option

This option is available with the Standard and Premium Plans with payment of an additional premium. When chosen, this option is shown on your Certificate of Insurance. Applicable limits are applied per insured person.

If you’ll be taking part in winter sports on your trip, you must select the Winter sports cover option when you buy your policy to receive the cover offered under all sections of your travel plan. You will also receive the following benefits:

Refer to Section M: Winter sports cover for further cover details with this option.

Additional rental vehicle insurance excess option

This option is available with the Standard and Premium Plans with payment of an additional premium. When chosen, this option is shown on your Certificate of Insurance.

We have automatically included a limit of cover for rental vehicle insurance excess under the Premium Plan; however, to increase this limit, you must pay an additional premium at time of purchase.

This insurance does not provide cover for your liability arising out of your use of a rental vehicle. Please ensure you have liability insurance adequate for the country(ies) where you will be using the rental vehicle.

Refer to Section D: Rental vehicle expenses cover for further cover details with this option.

Specified items option

This option is available on the Standard and Premium Plans. Specified items are shown on your Certificate of Insurance.

You can cover items worth more than the luggage item limit shown for your plan by specifying the item(s) and paying an additional amount. Items separately insured under this Specified items option are covered up to the amount you specify, subject to the following limits, and will be shown on your Certificate of Insurance:

• Maximum individual specified item limit: €400 on the Standard Plan; €600 on the Premium Plan.

• Maximum total for all specified items: €2,000 on the Standard Plan; €3,000 on the Premium Plan.

You must insure the total value per item. Please ensure you have proof of value (not more than 12 months old) of any item you specify. This will be required should you make a claim. Depreciation does not apply to specified items in the event of a claim. Cover for specified items is subject to the terms and conditions as detailed under the section Luggage and personal effects.

Variable excess option

When you apply for insurance, we will let you know the applicable premium you have to pay. The premium and any excess applicable to your selected plan will be shown on your Certificate of Insurance.

Where a plan allows you to vary the excess, your premium will be adjusted accordingly; the lower the excess you select, the higher your premium will be.

Refer to the section Excesses for more information on how excesses work.

What’s an existing medical condition?

An existing medical condition is any injury or illness for which, in the 12 months prior to policy purchase, you have:

• had symptoms; or

• been diagnosed; or

• been prescribed medication; or

• received (or are waiting for) medical treatment; or

• received (or are waiting for) tests, investigations or specialist consultation; or

• received or been advised to attend a follow-up consultation; or

• had surgery or attended a hospital or clinic (as an outpatient or inpatient).

It also includes any chronic or ongoing medical condition or terminal illness.

This definition applies to you, your travelling party or a close relative.

IMPORTANT: If you have an existing medical condition that’s not automatically covered under your policy (as further described below), then you won’t be covered for any claim that arises in relation to that existing medical condition.

What are the events that will be covered under this section?

We will cover you under Section A: Cancellation and additional expenses in respect of your planned trip if one of the following events occurs after the issue of the Certificate of Insurance:

1. you are unable to start or finish the trip because of the death, sudden serious illness or serious injury arising before or during the trip of:

   1. you; or

   2. a member of your travelling party; or

   3. a close relative who is a resident of Ireland.

   However, before we will cover you, you must provide us with proof that:

   • in the case of you or a member of your travelling party, you or the member of your travelling party were certified medically unfit to travel by a medical practitioner; or the death has occurred, or

   • in the case of a close relative, the death has occurred, or the illness or injury required hospitalisation or for you to care for them.

2. your pre-paid scheduled public transport services or pre-paid tour have been cancelled or restricted because of severe weather, natural disaster, riot, strike, civil insurrection, or hijacking.

3. a member of the travelling party is summoned to jury duty or to give evidence in a court of law.

4. you have been involved in, or your travel arrangements have been cancelled or delayed by, a motor vehicle, railway, air or marine accident. You must have written confirmation of the accident from an official body or other independent evidence of the accident in the country where the accident happened.

5. the cancellation of pre-arranged leave by an employer for a member of your travelling party who is a permanent employee of Garda Siochana, fire, ambulance or emergency services.

6. a member of your travelling party has been affected by any form of insolvency, administration or bankruptcy of their employer.

Cancellation or holiday rearrangement costs

You are covered for this benefit under the Standard and Premium Plans.

Emergency travel arrangements and accommodation expenses

You are covered for this benefit under the Standard and Premium Plans.

Post-hospital accommodation

You are covered for this benefit under the Standard and Premium Plans.

Medical expenses abroad

You are covered for this benefit under the Standard and Premium Plans.

Hospital compensation

No excess applies to claims under this benefit.

You are covered for this benefit under the Standard and Premium Plans.

Dental expenses due to sudden and acute pain

You are covered for this benefit under the Standard and Premium Plans.

Medical evacuation and repatriation

You are covered for this benefit under the Standard and Premium Plans.

You must read this section together with the General exclusions as these may affect your cover.

Travel delay

No excess applies to claims under this benefit.

You are covered for this benefit under the Standard and Premium Plans.

Emergency accommodation due to terrorism

You are covered for this benefit under the Standard and Premium Plans.

Emergency expenses to avoid disaster

No excess applies to claims under this benefit.

You are covered for this benefit under the Standard and Premium Plans.

Early return home

You are covered for this benefit under the Standard and Premium Plans.

Rental vehicle insurance excess

No excess applies to claims under this benefit.

You are covered for this benefit under the Premium Plan; you are only covered for this benefit under the Standard Plan if you select the Rental vehicle insurance excess option.

Return of rental vehicle

No excess applies to claims under this benefit.

You are covered for this benefit under the Standard and Premium Plans.

Luggage and personal effects

You are covered for this benefit under the Standard and Premium Plans.

What is covered?

We will cover you towards the cost of purchasing essential articles such as clothing, toiletries and personal requisites if your accompanied luggage is delayed, misdirected or temporarily misplaced by the carrier for a period in excess of 10 hours during your trip. If your luggage is not recovered, the amount paid by us for the loss will be reduced by the total of any amounts paid for under this section.

What is not covered?

1. There is no cover under this section where you have made a claim for the same costs under any other section of the policy.

2. There is no cover for purchase of jewellery, perfume, fragrances or alcohol.

3. This benefit does not apply on the leg of your trip that returns you to your home in Ireland.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per insured person.

If after 72 hours your accompanied luggage is still missing, the applicable limit for this benefit is doubled.

What is covered?

We will cover you for the loss of cash that was either carried on your person at the time of loss or secured in a locked safe, provided that you reported the loss to the police within 12 hours of becoming aware of the loss and obtained a written police report.

What is not covered?

There is no cover under this section where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per insured person.

What is covered?

If your golf equipment or baby/child travel equipment is accidentally lost, delayed or damaged whilst in the care of a carrier making it unusable during your trip, we will pay for the cost of hiring replacement equipment, for each day as shown in the Schedule of benefits.

After any incident or occurrence which may lead to a claim under this section, you must:

1. obtain written confirmation from the carrier as to the exact nature and length of time temporarily lost;

2. obtain a Property Irregularity Report from the carrier;

3. give formal written notice of the claim to the carrier within the time limit contained in their conditions of carriage (please retain a copy);

4. retain all travel tickets and tags for submission if a claim is to be made under this cover.

If you do not comply with these conditions it may impact your ability to make a claim under this policy.

What is not covered?

1. There is no cover under this section where you have made a claim for the same costs under any other section of the policy.

2. There is no cover for loss or damage due to delay, confiscation or detention by customs or other authority.

3. This benefit does not apply on the leg of your trip that returns you to your home in Ireland.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per insured person.

What is covered?

We will pay for the cost of reissuing or replacing your travel or personal documents, drivers licence, travellers’ cheques, passport, or debit or credit cards, after they have been stolen, accidentally lost or damaged during your trip.

We will also cover the reasonable cost of you travelling to the nearest location where the documents can be replaced. You must comply with any conditions of the issuing body of the travel documents, travellers’ cheques, passport, or debit or credit cards.

What is not covered?

There is no cover under this section where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per insured person.

What is covered?

We will cover you for the fraudulent use of your credit or debit card if it was accidentally lost, skimmed or stolen during your trip. You must comply with any conditions of the issuing body of the credit or debit card for cover to apply.

What is not covered?

1. There is no cover under this benefit if the credit or debit cards are fraudulently used by you, your relative or a travelling companion.

2. There is no cover under this section where you have made a claim for the same costs under any other section of the policy.

3. There is no cover for any costs incurred in the replacement or return of the lost or stolen card.

4. There is no cover for claims occurring outside of 31 days from the date of return to Ireland.

5. There is no cover for claims where the card’s pin is written down or kept in proximity to the card.

6. There is no cover where you can or could have recovered your losses from another source.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per insured person.

Accidental death

No excess applies to claims under this section.

You are covered for this benefit under the Standard and Premium Plans.

Funeral expenses abroad

No excess applies to claims under this section.

You are covered for this benefit under the Standard and Premium Plans.

Total permanent disability

No excess applies to claims under this section.

You are covered for this benefit under the Standard and Premium Plans.

What is covered?

We will pay you for your legal liability to pay damages or compensation because your negligence during the trip causes:

1. injury to a person who is not a member of your family or travelling party; or

2. loss or damage to property that is not owned by you or a member of your family or travelling party, or which is not in your or their custody or control.

3. loss of or damage to temporary holiday accommodation that does not belong to you or any member of your family, household, employee or travelling party.

After any incident or occurrence which may lead to a claim under this section, you must:

1. not admit liability;

2. not offer to pay for any damage;

3. co-operate with us fully and provide all information we require;

4. obtain and provide to us names and addresses of any injured parties and any witnesses;

5. as soon as practicably possible, send us every item of correspondence and legal documents you have as well as details of any conversations relating to that liability; and

6. not appoint legal representation without our written permission.

If you do not comply with these conditions it may impact your ability to make a claim under this policy.

We will also pay your legal costs in relation to that liability provided that you have obtained our prior written permission to appoint legal representation and costs and expenses are incurred with our prior written consent.

What is not covered?

1. There is no cover for any liability:

   1. arising out of your trade, business or profession; or

   2. for injury to an employee arising out of, or in the course of, their employment by you; or

   3. arising out of your unlawful, wilful or malicious act; or

   4. arising out of your ownership, possession or use (including as a passenger) of a mechanically propelled vehicle for example, motor vehicle, motor cycle, aircraft or watercraft; or firearm; or

   5. arising out of you passing on an illness to another person; or

   6. covered under any other insurance; or

   7. for racing of any kind; or

   8. which you incur as a result of an agreement that you made which would not exist in the absence of that agreement (contractual liability).

2. There is no cover for any fines and punitive damages.

3. There is no cover under this section where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per insured person.

Ski lift passes

No excess applies to claims under this benefit.

Ski run closure

No excess applies to claims under this benefit.

Hire replacement snow equipment

No excess applies to claims under this benefit.

What is covered?

This Section N covers you if:

1. You or a member of your travelling party are diagnosed with coronavirus and you have to cancel your trip, we will pay the non-refundable portion of your pre-paid travel arrangements. The attending medical practitioner must certify that, due to the diagnosis, you are medically unfit to continue with your original travel plans. The diagnosis of coronavirus must be made after policy purchase.

2. Your close relative in Ireland is hospitalised or dies due to coronavirus and you have to cancel your trip, we will pay the non-refundable portion of your pre-paid travel arrangements. The diagnosis of coronavirus must be made after policy purchase.

3. You or a member of your travelling party are permanently employed as a healthcare worker, residential care worker or law enforcement officer, and your or their pre-approved leave is cancelled by the employer due to coronavirus, we will pay the non-refundable portion of your pre-paid travel arrangements.

4. You are unable to stay at your pre-booked accommodation due to it being closed for cleaning following a confirmed case of coronavirus, we will pay for your reasonable additional travel and accommodation nearby. You must provide written confirmation of the closure from the provider.

5. During your trip you are denied boarding on your scheduled public transport due to you being suspected of being infected with coronavirus, we will pay for your reasonable additional travel, meals and accommodation. You must provide written confirmation from the carrier or relevant authority.

6. During your trip, you or a member of your travelling party are confined to compulsory quarantine as a result of your or their diagnosis of, or confirmed close contact with a case of, coronavirus, we will pay for your reasonable additional travel, meals and accommodation, including in-room entertainment. To be covered, the attending registered medical practitioner or local health authority must advise us in writing that your quarantine is necessary.

7. During your trip, you are unable to take care of your dependent children due to you being diagnosed with coronavirus, we will pay your reasonable additional childcare costs for a registered or appropriately qualified childcare worker to take care of your dependent children who would otherwise have been in your full-time care.

8. During your trip, you are diagnosed with coronavirus, we will pay your reasonable additional pet care services, including kennel and cattery boarding fees or professional pet sitting services, in Ireland.

You may need to provide us with your receipts and written confirmation of any compensation offered or denied.

What is not covered?

We will not pay a claim or loss that arises because of any of the following:

1. You buy a policy, make or undertake travel arrangements when you are aware, or should have been aware, of circumstances that may impact your travel plans, or knowingly putting yourself in a situation of unreasonable risk, such as:

   1. you know you will be unable to avoid close contact with a case of coronavirus during your trip; or

   2. you are medically unfit to travel; or

   3. you travel against medical advice; or

   4. when you know you will have to consult a medical practitioner during your trip.

2. You fail to promptly cancel or rearrange your travel plans after an event in this section impacts your trip, and you incur extra costs.

3. You neglect to observe appropriate government, health department, and World Health Organisation preventative and precautionary measures, including any relevant vaccinations, hygiene or social distancing guidelines.

4. Your or a member of your travelling party’s change of mind, disinclination or reluctance to travel.

5. Any expenses where you’re unable to provide written documentation confirming the incident, or where you can’t provide proof of your expenses, including original receipts, if we ask for them.

6. Additional travel and accommodation expenses above the standard originally booked, unless approved by us.

7. Expenses you incur after you return to your home in Ireland.

8. Additional accommodation expenses, where you claim for cancelled accommodation expenses covering the same period of time; or any expenses where you have made a claim for the same costs under any other section of the policy.

9. Any quarantine that is broadly imposed by a government or other official body and which is not as a result of your or a member of your travelling party’s diagnosis of, or close contact with a case of, coronavirus.

What is the most we will pay?

We will not pay more than €1,500 per insured person per policy for all trips combined during the period of insurance. The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan.

What you must do in the event of a claim or incident

1. Prevent further loss or damage if it is safe to do so;

2. If something was lost, stolen or vandalised, within 24 hours report it to the local police, transport provider, hotel, tour guide or other authority and get a copy of the report;

3. If there were any witnesses, get their details and a written statement where possible;

4. In the case of an emergency, call our 24-hour Emergency Assistance Team;

5. Contact us to submit your claim as soon as you can. Refer to How to make a claim. You can download a claim form from our website or we can send you one;

6. Where you have private medical insurance, you will first need to contact your PMI provider and follow their emergency medical procedures and their claims procedures. Where your PMI provider can no longer provide assistance, contact our 24-hour Emergency Assistance Team before incurring medical costs. Also provide us with details of your PMI provider to help us co-ordinate your care. Additional information is found under Private Medical Insurance (PMI);

7. Give us any documents, letters or notices relating to a claim or possible claim, medical certificates, itemised medical accounts, original receipts, rental agreements, repair quotes, ticket and luggage checks or information that we reasonably ask for. This will be at your expense;

8. If you become sick or injured, see a medical practitioner as soon as you are aware of signs or symptoms of the condition and request a written report;

9. If your luggage is lost, delayed or damaged by the carrier, report this to them within 3 days and send to us a copy of the property irregularity report, along with details of any settlement that they make in relation to the loss or damage.

What you must not do in the event of a claim or incident

1. Make any promise or offer of payment, or admit fault to anyone (except in a court or to the police), or become involved in any litigation in respect of an event that may result in a claim under this policy, without our consent;

2. Offer or negotiate to pay a claim or make repairs;

3. Dispose of damaged items unless we’ve said you can;

4. Delay telling us about an incident, as it may reduce the amount we pay for your claim;

5. Give us false or misleading information.

Fraudulent claims

If your claim contains information that is false or misleading in any material respect and you either know or consciously disregard that it is false or misleading, we:

• May report the matter to police;

• Will be entitled to refuse to pay the claim and/or receive a full refund if the claim has been paid;

• May (by notice to you) avoid the policy, in which case coverage under the policy will be treated as having terminated with effect from the date of the submission of the claim (such avoidance will apply to any claim made after that date but will not affect a valid claim already made under the policy);

• Need not return any of the premiums paid under the policy.

These remedies will not be available against anyone else insured under the policy who was not implicated in the fraud.

How to make a claim

Please contact us as soon as you can. You can download a claim form from our website or we can send you one. You must provide your full cooperation at all times, and answer all queries on the claim form completely and truthfully.

If you do not comply with these conditions it may impact your ability to make a claim under this policy.

Managing and settling claims

nib Travel Services, our claims team, is authorised by us to handle your claims under this policy on our behalf.

Our claims team will work directly with you while assessing your claim. They will:

1. Confirm receipt of your claim within 5 business days, provide you with a claim number and allocate a case manager to your claim.

2. Inform you in writing within 5 business days of receipt if additional information is required.

3. Process your claim within 5 business days of receiving all necessary supporting documentation. They’ll determine which expenses are covered (or not covered), calculate the settlement value of your claim less any applicable excess, and inform you in writing.

4. Deposit approved payments into your Ireland bank account, unless you authorise a payment to someone else. We are not responsible for your bank fees or charges applicable to this payment.

5. Pay you in Euros on the basis of the exchange rate that applied at the time of the event that gave rise to the claim.

We will not pay more than your actual loss.

We may at any time pay to you our full liability under this insurance, after which no further payments will be made in any respect.

Privacy

This section is a summary of our Privacy Notice, available here.

Who are we?

nib Travel Services Europe Limited is part of a group of companies whose parent company is nib holdings limited.

We have a Group Privacy Policy which contains information about the general use of personal data by the group, available on request or here.

In order to provide you with your insurance policy, we may use your information in ways different to those explained in the Group Privacy Policy. Set out below is a summary of your specific Privacy Notice from us; where this conflicts with the Group Privacy Policy the information in the Privacy Notice prevails.

Our insurer is XL Insurance Company SE; please see their full privacy notice at: https://axaxl.com/privacy-and-cookies.

(In this Privacy section, “we”, “us” and “our” refer collectively to nib Travel Services Europe Limited and nib holdings limited.)

What data do we collect about you?

• personal data from you about yourself, including data like your name, age, gender, contact details, bank account and credit card details.

• your data through our claims and complaints processes.

• special categories of personal data including health information, such as information about your medical conditions and treatment.

• credit card details and other identifying information in order to process orders and provide customer service.

When you provide personal data about other individuals, we rely on you to have made them aware that you are providing the information to us and of the Privacy Notice.

How do we collect personal data?

• From you, such as when you:

  • submit an enquiry through our website or request information from us

  • enter into any competitions, scholarships or promotions we may run

  • submit an application for insurance or make a claim

  • download a PDF guide

  • browse our website (or associated websites), use our mobile apps or when you speak with us by telephone or through social media networks.

• From others, such as where you have consent or as required by law

• Where you give us personal (including health) data about others, we rely on your having consent to do so and informing those people about the content of our Privacy Notice.

What do we do with your personal data? How long do we keep it for?

We use your personal information to provide you with your insurance policy and our insurance services in relation to that policy. This includes providing you with a quote; arranging and managing your travel insurance and insurance-related services; providing you with emergency assistance; managing, processing and investigating claims; and managing your and our rights and obligations in relation to the insurance.

We will only use your data for the purpose we collected it, unless we reasonably consider we need to use it for another reason related to our original purpose. If we want to use your data for an unrelated purpose, we will ask for your consent.

We will only hold your personal information for as long as necessary for any purpose for which it may be used or disclosed, or to comply with any legal or ethical reporting or retention requirements. Where personal data is no longer needed by us for any purpose and as soon as the law permits, we will use secure methods to destroy or de-identify that data.

What is the basis for our use of personal data?

We process your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where relevant, complete necessary pre-contractual checks to ensure we can assess your ability to purchase the insurance product.

• To fulfil our contractual obligations with you.

• Where we need to comply with a legal obligation, such as reporting obligations, liaising with regulatory and government authorities.

• Where you have provided us with your express consent.

• Where it is necessary for our legitimate interests such as to improve our services, to ensure we price our products appropriately, to manage risk, to manage our business efficiently, to perform audits, and to maintain accurate records. We will balance these needs against your fundamental rights and freedoms and ensure there are safeguards to ensure your privacy is protected.

• To exercise our legal rights as necessary, such as to detect, prevent and respond to fraud claims, intellectual property infringement claims or violations of law.

What is the basis for our use of personal data that is special category data?

We process your heath data where we have a lawful exemption to do so, such as:

• with your consent,

• where it is necessary to provide health services,

• where the law provides insurance exemptions, such as processing of health data of your family members or the health data of those on a group policy.

Please see the Group Privacy Policy for more details.

Will we disclose the data we collect to anyone?

Your personal data (including health data) may be disclosed to third parties, such as:

• insurance intermediaries, and our representatives;

• insurers (such as XL Insurance Company SE) or reinsurers;

• claims handlers, investigators, and cost containment providers;

• service providers and contractors, including IT service providers and medical and health service providers;

• law enforcement, regulatory and government entities and courts where we are legally required or authorised to do so;

• our related companies; and

• companies we partner with on such programs as co-authoring content, co-promotion of competitions and use to develop targeted marketing campaigns.

If you are a SuperValu customer who has purchased SuperValu Travel Insurance through the website supervalutravelinsurance.ie then we will provide SuperValu Financial Services DAC with the following information:

• your name and address

• your SuperValu rewards club membership number

• the policy you have purchased

• the date on which you purchased the policy.

Will we share data outside the European Union?

We want to reassure you we never sell personal data to third parties and no third parties have access to your personal data unless the law allows them to do so.

We will always take steps to ensure that any international transfer of data is carefully managed to protect your rights and interests. More information on this framework can be found in the nib Group Privacy Policy.

If we need to share your data with countries outside the EU, such as the UK and Australia, we will do so as allowed to by law, and in ways that protect your data, such as sharing with nib Group companies or contractors under contractual arrangements that protect data.

nib held data is located on servers in Australia and the EU. We have a Data Protection regime in place to oversee the effective and secure processing of your personal data.

What are your rights?

You have certain rights, under the General Data Protection Regulation and the Data Protection Act 2018, in relation to the personal data that we hold about you. These rights are subject to certain exemptions such as public interest (eg prevention of crime) and our interests (eg maintaining legal privilege). Your rights include:

• the right to access your personal data;

• the right to rectification/erasure of your personal data;

• the right to withdraw your consent for us to process data, where this is our basis for processing;

• the right to restrict or object to the processing of your personal data;

• the right to complain to your supervisory authority about the use of your personal data; in Ireland, the supervisory authority is the Data Protection Commissioner.

Where we need your consent to process your personal data for certain purposes under the General Data Protection Regulation and the Data Protection Act 2018, we will ask for your consent in accordance with those laws. You may withdraw your consent to such processing at any time.

However, where you (i) withdraw your consent; (ii) fail to provide information requested in order to enter in to the insurance policy (contract) with us; or (iii) fail to provide information required by us to fulfil the contractual obligations with you or statutory obligations; then this is likely to impact our ability to provide your insurance cover and pay claims under the cover.

Please note you may not access or correct personal data of others unless you have been authorised by them or are authorised under law.

How can I contact you or make a complaint about privacy?

Please contact nib in writing at nib Travel Services, 1st Floor, City Quarter, Lapps Quay, Cork, Ireland or at privacyEU@nibtravel.com.

If you have questions or concerns regarding the way in which your personal data has been used by XL Insurance Company SE, please contact: legalcompliance@axaxl.com. For more information about how XL Insurance Company SE process your personal data, please see their full privacy notice at: https://axaxl.com/privacy-and-cookies.

If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law, you can complain to the Data Protection Commissioner. You can contact them at:

Data Protection Commission, Canal House, Station Road, Portarlington, Co Laois, R32 AP23, Ireland

Phone +353 (0) 761 104 800

Local 1890 25 22 31

If you have a complaint

We are dedicated to providing a high quality service and we want to ensure that we maintain this at all times.

If you’re unhappy with the service provided in relation to this insurance policy, whether by us, nib Travel Services, SuperValu or any affiliate, please contact our Customer Relations team:

Phone: 1800 11 11 11 (local call in Ireland) and +353 21 237 8010 (from overseas)
Email: CorkCustomerCare@nibtravel.com

nib Travel Services Europe Limited
PO Box 912
South Cork DSU
Ireland

The Customer Relations team has an internal disputes resolution (IDR) process through which your complaint will be managed. They will acknowledge each complaint in writing within 5 business days of the complaint being received. They will endeavour to respond to your complaint within 20 business days of receipt. If more time is needed to collect necessary information or complete any further investigation required, they will agree with you a reasonable alternative timeframe.

It is recommended that all supporting documentation be submitted in writing so your costs and the circumstances of your complaint can be verified. You will need to allow our Customer Relations team the full opportunity to investigate and resolve your complaint.

Within 40 business days or as otherwise agreed with you, we will have completed our investigation and will inform you of this in writing. We will advise you what we have done to investigate your complaint, what information we have used to come to our decision, and what our final decision is for your consideration.

If all options to resolve your complaint with us have been exhausted and you are still not satisfied, or if you have not received a final response within 40 business days, you may contact the Financial Services and Pensions Ombudsman’s Bureau as the next step in seeking resolution of your complaint.

You can contact the Financial Services and Pensions Ombudsman’s Bureau as follows:

Financial Services and Pensions Ombudsman’s Bureau
3rd Floor, Lincoln House, Lincoln Place
Dublin 2
D02 VH29 Ireland

Website: www.fspo.ie/

Tel: 01 567 7000 (within Ireland)
Tel: +353 1 567 7000 (from overseas)
Fax: 01 662 0890
E-mail: info@fspo.ie

This service is free of charge.

The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for nib Travel Services is the Financial Services and Pensions Ombudsman’s Bureau, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr.

Jurisdiction and choice of law

You and we can choose the law which applies to this policy. We propose that the law of Ireland applies. Unless we and you agree otherwise before the insurance starts, the law of Ireland will apply to this policy.

If a dispute arises in relation to this policy, we and you agree to submit that dispute to the exclusive jurisdiction of the courts of Ireland. We will abide by the final decision of such court or any competent appellate court.

All communications and documentation in relation to this policy shall be in English.

Third Party Rights

This contract of insurance is intended solely for the benefit of you and us. Unless otherwise specifically provided, nothing in this contract of insurance shall be construed to create any duty to, or standard of care with reference to, or any liability to, any person or entity not a party to this contract of insurance.

Insurance Act 1936

All moneys which become or may become due and payable by the insurer under this policy shall, in accordance with Section 93 of the Insurance Act, 1936, be payable and paid in Ireland.

Stamp Duties Consolidation Act 1999

The appropriate stamp duty has been or will be paid in accordance with the provisions of section 5 of the Stamp Duties Consolidation Act 1999.

The insurer and other providers

Benefits under this policy are arranged, managed and administered by nib Travel Services Europe Limited trading as nib Travel Services in Ireland on behalf of us, XL Insurance Company SE (the insurer), pursuant to a binding authority granted by us to nib Travel Services, as detailed in your Certificate of Insurance. nib Travel Services at all times acts as our agent and not your agent.

nib Travel Services Europe Limited trading as nib Travel Services is regulated by the Central Bank of Ireland. nib Travel Services is registered as a private company limited by shares in Ireland under company number 601851. nib Travel Services is a wholly owned subsidiary of nib holdings limited (Australian Company Number 125 633 856).

SuperValu Travel Insurance markets and promotes travel insurance products of nib Travel Services Europe Limited trading as nib Travel Services, 1st Floor, City Quarter, Lapps Quay, Cork, Ireland. SuperValu Financial Services DAC, trading as SuperValu Insurance, is regulated by the Central Bank of Ireland.

XL Insurance Company SE is a European public limited liability company and is regulated by the Central Bank of Ireland. Registered Office 8 St. Stephen’s Green, Dublin 2 D02 VK30, Ireland. Registered in Ireland with the Irish Companies Registration Office under company registration number 641686. You can check this information on the Central Bank of Ireland’s website at www.centralbank.ie which includes a register of all the firms they regulate.

Investor Compensation Scheme

We are a member of the Investor Compensation Scheme, which was formed under the Investor Compensation Act 1998. You may be entitled to compensation from this scheme if the insurer cannot provide the services for which you have paid. The compensation amount will be 90% of your loss up to a maximum of €20,000. Further information is available from www.investorcompensation.ie.

Updating the policy wording

This policy wording is current for the period of insurance outlined on your Certificate of Insurance. We may need to:

• update this policy wording where required to comply with law:

  • If the changes affect a policy you currently have with us, we may issue you with a new policy wording to update the relevant information; if we do so, we will notify you via your email, phone number and/or via our website at supervalutravelinsurance.ie

• update policy wording more generally from time to time:

  • We ask that you read the new policy wording in full, as it may differ from the wording of previous policies you had with us; and it may affect your cover or your decision to purchase cover with us.

Responsibility for the document

nib Travel Services Europe Limited, under the direction of XL Insurance Company SE, are responsible for this policy wording.

Date effective: 01 September 2020

Version: SupVal-0920