Please note that Belmond is currently offering a Flexible Booking Policy in response to the outbreak of Coronavirus (COVID-19) which allows you to make certain changes and cancellations to your booking without charge. Please review the Flexible Booking Policy which you can access here (see ‘Belmond (Trains & Cruises) Cancellation and Rebook Policy’).
Insurance Policy Information for UK and EEA Customers
PASSENGER PROTECTION POLICY FOR INSOLVENCY COVER IN RESPECT OF THE PACKAGE TRAVEL REGULATIONS
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
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.
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:
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.
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:
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:
London, E14 9SR
Tel: 0800 023 4567
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
Tel: 044 211 30 90
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,
Tel: (+352) 22 69 11 – 1
Email: email@example.com - www.caa.lu
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,
Tel: (+352) 46 13 11
Email: firstname.lastname@example.org - www.mediateurconsommation.lu
Médiateur en Assurances, who may be contacted at:
12, rue Erasme,
Tel: (+352) 44 21 44 1
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.
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.
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.
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