- Section A below sets out the Booking Conditions for Hotel Only Bookings;
- Section B below sets out the Booking Conditions for Hotel Package Bookings; and
- Section C contains Booking Conditions which apply both to Hotel Only and Hotel Package Bookings.
If you have booked Package Travel then an insurance policy has been arranged by the relevant Policyholder (as described in the table below) at their expense in the event of their insolvency. The person(s) named on the booking confirmation and Deposit Receipt will be reimbursed subject to Policy and Conditions in respect of their net ascertained financial loss sustained arising from cancellation or curtailment of their travel arrangements that constitute a Package Holiday due to the insolvency of the Policyholder. The Insurer (see the table below) will reimburse the Insured Person(s) (i.e. the EEA Customers or UK Customers) in respect of: 1. Loss of deposit(s) or charge(s) paid in advance by the Insured Person(s) to the Policyholder or 2. Additional costs reasonably and necessarily incurred following curtailment of the travel arrangements to enable the Insured Person(s) to either: a. Continue with and complete the Scheduled Travel Arrangements. Liability hereunder is limited to the additional cost incurred by the Insured Person(s) in securing accommodation of the same or similar standard as enjoyed prior to the curtailment of the travel arrangements. and b. Return to their original contracted country of departure. Liability hereunder limited to the additional cost incurred by the Insured Person(s) in respect of the same or similar standard of transportation as enjoyed prior to the curtailment of the travel arrangements.
HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER Things you must do
You must comply with the following conditions. If you fail to do so, the Insurer may not pay your claim, or any payment could be reduced.
1. You must notify IPP as soon as practically possible using the details below:
|Belmond Management Limited
|Belmond Luxury Travel Limited
|Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company.
|DETAILS FOR MAKING CLAIMS
|IPP Claims at SedgwickOakleigh House 14-15 Park Place Cardiff CF10 3DQ. United Kingdom
|IPP Claims at SedgwickPostbus 232123001 KE RotterdamThe Netherlands
|+44 (0)345 266 1872
|TOFI Inc LTA V4-21
|TOFI CAR IRELAND V2-21
You must give full details of what has happened, quoting the name of the Policyholder and the relevant Reference Number above. 2. You must provide IPP with any other information it may require. 3. You must take all reasonable care to limit any loss.
Defence of claims The Insurer may, at its discretion: • take full responsibility for conducting, defending, or settling any claim in your name; and • take any action it considers necessary to enforce your rights or its rights under this insurance.
Fraudulent claims 1. If you make a fraudulent claim under this insurance, the Insurer: (a) is not liable to pay the claim; and (b) may recover from you any sums paid by the Insurer to you in respect of the claim; and (c) may by notice to you treat this insurance as having been terminated with effect from the time of the fraudulent act. 2. If the Insurer exercises its right under clause 1. (c) above: (a) The Insurer shall not be liable to you in respect of a relevant event occurring after the time of the fraudulent act. A relevant event is whatever gives rise to the Insurer’s liability under this insurance (such as the occurrence of a loss, the making of a claim, or the notification of a potential claim); and (b) the Insurer need not return any of the premiums paid.
HOW TO MAKE A COMPLAINT For UK Customers and EEA Customers:
|Insurer’s Compliance Officer
|Compliance Officer Liberty Mutual Insurance Europe SE 20 Fenchurch Street London EC3M 3AW Tel: +44 (0) 20 3758 0840 or Compliance Officer Liberty Mutual Insurance Europe SE 5-7 rue Léon Laval, L-3372 Leudelange, Grand Duchy of Luxembourg Tel: +352 28 99 13 00 or Email: email@example.com
Please quote your policy and/or claim number. If after making a complaint you are still not satisfied you may be entitled to refer the dispute to an independent organisation. This will depend on where you are based, please see below.
For Policyholders and Insured Persons based in the UK The Financial Ombudsman Service
The Financial Ombudsman Service is a free and impartial service, who may be contacted at: Exchange Tower, Harbour Exchange, London, E14 9SR Tel: 0800 023 4567 Website: www.financial-ombudsman.org.uk To confirm whether you are eligible to ask the Financial Ombudsman Service to review your complaint find out more at www.financial-ombudsman.org.uk
For Policyholders and Insured Persons based in the EU ODR Complaints Service
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/od
For Policyholders and Insured Persons based in Switzerland The Swiss Ombudsman of Insurance, who may be contacted at:
Ombudsman of Private Insurance and of Suva Postfach 1063, CH-8024 Zurich, Switzerland Tel: 044 211 30 90 Website: www.ombudsman-assurance.ch To confirm whether you are eligible to ask The Swiss Ombudsman of Insurance to review your complaint find out more at www.ombudsman-assurance.ch
Alternatively, as Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, all Insured Persons and Policyholders are also entitled to refer the dispute to any of the following dispute resolution bodies in Luxembourg:
Commissariat aux Assurances, who may be contacted at:
7, boulevard Joseph II, L-1840 Luxembourg Tel: (+352) 22 69 11 – 1 Email: firstname.lastname@example.org - www.caa.lu or Service national du Médiateur de la consommation (this is for individual consumers only), who may be contacted at: Ancien Hôtel de la Monnaie, 6, rue du Palais de Justice, L-1841 Luxembourg Tel: (+352) 46 13 11 Email: email@example.com - www.mediateurconsommation.lu or Médiateur en Assurances, who may be contacted at: ACA, 12, rue Erasme, L-1468 Luxembourg Tel: (+352) 44 21 44 1 Email: firstname.lastname@example.org Website: https://www.ulc.lu/fr/organes/detail.asp?T=2&D=descr&ID=6
Data Protection Any information you have provided will be dealt with by the Insurer in compliance with the provisions of the Data Protection Act 1998. For the purposes of providing this insurance and the handling of any claims or complaints, IPP may need to transfer certain information which you have provided to other parties.
Sanctions The Insurer will not provide any benefit under this insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation.
Non-Assignment No title right or interest under this policy may be assigned, transferred, conveyed, or otherwise disposed of without the Insurer’s consent in writing. Any attempt to assign rights of interest without the Insurer’s written consent is null and void.
For UK Operators selling Packages in the UK only
In accordance with the UK Package Travel & Linked Travel Regulations 2018 all passengers booking with Belmond Management Ltd are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Belmond Management Ltd
There is no requirement for Financial Protection of day trips or single elements, and none is provided.
Belmond Management Ltd has taken out an insurance provided by International Passenger Protection Ltd (IPP) with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company. This insurance is only valid for passengers who book and pay directly with/to Belmond Management Ltd
In the event of our insolvency please make contact as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator:
IPP Claims at Sedgwick
Telephone: +44 (0)345 266 1872
or online at http://www.ipplondon.co.uk/claims.asp