Policy summary. Bupa Business Complete Travel Insurance. Effective from 1 May 2016

Transcription

1 Policy summary Bupa Business Complete Travel Insurance Effective from 1 May 2016

2 What is this policy summary? This is a summary of the key information about Bupa Business Complete Travel Insurance. You and the insured person should read this carefully and keep it in a safe place afterwards. Please note that it does not contain the full policy terms, conditions and exclusions of cover which can be found in the policy wording document. A copy is available on request. Who is providing this insurance policy? Bupa Business Complete Travel Insurance is provided by Bupa Insurance Limited, a subsidiary of the British United Provident Association Limited. Other services are provided by or via other subsidiary companies. What type of insurance policy is this? This is a travel policy that, subject to the terms, conditions and exclusions contained in the policy wording document, will meet certain costs that might arise during the course of the insured person s travels. What are the significant features and benefits of this policy? Certain sections of this policy carry a standard excess or benefit limit, which is applied per person, per claim, per section of the policy (unless otherwise stated). These are set out in the table opposite. Page 2

3 This is a summary only. Please refer to the relevant section of the policy wording for full terms, conditions and exclusions. Section Benefit Sum insured up to Excess Section 1 Cancellation or cutting short the trip 3, ( 10 loss of deposit) Section 2 Missed departure 1,000 per trip outside Europe and 500 per trip within Europe Section 3 Travel delay 100 ( 20 for first 12 hours, 10 for each further 12-hour period) Section 4 Assistance cover Included Nil Section 5 Medical emergency including repatriation Nil Nil 5 million 25 ^ In the event of a claim over 500 or if you require in-patient treatment abroad, you must contact Bupa Travel Assistance immediately on +44 (0) or cover may be declined. Emergency dental treatment 1, Section 6 Legal protection 25,000 Nil Section 7 Personal accident 30,000 (Reduced benefits for under 18s and over 69s) Section 8 Personal baggage 3,000 (Single item and valuables limit 500) Section 9 Baggage delay 500 business trips and 100 leisure trips, after 12-hour delay Section 10 Money and passport 1,000 (Cash losses limit 500 or 100 if under 18 years) Section 11 Personal legal responsibility Nil 25 Nil 25 2 million Nil Section 12 Mugging benefit 500 ( 50 per day) Nil Section 13 Hijack 1,000 ( 50 per day) Nil Section 14 Catastrophe cover 500 Nil Section 15 Replacement business colleague 1, Section 16 Business machines 2, Section 17 Business trips within employee s country of residence (LocalCover) As per section claimed under As per section claimed under We may record or monitor our calls. Page 3

4 Policy conditions These are the conditions of the insurance you and the insured person will need to meet as your/and their part of this contract: 1. Changes in the insured persons health Whilst the insured person does not need to inform us of any pre-existing medical conditions they may have, they do need to ensure that at the time of booking the trip and at the time of taking the trip the insured person is fit to travel and know of no reason why the trip could be cancelled. The insured person must not travel against the advice of a medical practitioner or for the purpose of obtaining treatment, or undergoing investigations, tests or consultations abroad or have been diagnosed as suffering from a terminal illness. If the insured person has sought advice from a Medical Practitioner, including changes to any medication, in the two weeks prior to their trip, any claims relating to this may be excluded as it will not be seen as sudden unforeseen. Please refer to Section 5 What is not covered. 2. Changes in circumstances You must tell us, within 14 days, if: anyone who has been insured under this policy is no longer to be covered under this policy there is any change in the insured person s country of residence there is any change in the insured person s personal circumstances, where family cover has been selected the insured person s family are no longer living at the same address as the insured person. If you do not tell us about changes, a claim might be rejected or payment could be reduced. In some circumstances your policy might be invalid. We may re-assess our cover and premiums when we are told about changes. 3. Taking care The insured person must exercise reasonable care to prevent accident, injury, loss, theft or damage and at all times act as if uninsured. The insured person must also observe ordinary and proper care in the supervision of their property. 4. Fraud If dishonest means are used by the insured person or anyone acting on their behalf to: obtain a claims payment under this policy obtain cover for which they do not qualify obtain cover at a reduced premium. We reserve the right not to pay claims. All benefits claimed fraudulently and received must be repaid to us. 5. Neither you nor the insured person can transfer their interest in this policy to anyone else. 6. You nor the insured person must not settle, reject or negotiate any claim without our written permission. 7. We have the right, if we choose, in the insured person s name but at our expense to: take over the defence or settlement of any claim start legal action to get compensation from anyone else for our own benefit start legal action to recoup from anyone else any payments that have already been made take any action to get back any lost property or property believed to be lost. Page 4

5 8. The insured person must give us, at their reasonable expense, all the information we ask for about any claim including evidence and receipts and they must help us to take legal action against anyone if we ask them to do so. 9. If the insured person claims under this policy for something which is also covered by another insurance policy or service contract, they must provide us with full details of the other insurance policy or contract. We will only pay our share of any claim except for personal legal responsibility where we will make no payment where they hold another insurance policy providing this cover. 10. The insured person must take all reasonable steps to get back any article which has been lost or stolen. The insured person must, if asked to, identify the person they believe to be responsible for the loss and to assist with any prosecution if necessary. 11. If we settle your claim and as a result the travel ticket(s) are not used, you or the insured person must, if we request, give the tickets to us. 12. The insured person must return all claims forms within 28 days or as soon as possible after returning home, if anything happened during the trip which might lead to a claim under this policy. For emergencies or claims that are likely to be over 500, the insured person contact Bupa Travel Assistance on +44 (0) Until you have contacted Bupa Travel Assistance, we cannot accept responsibility for any expenses. 13. If we ask for it, the insured person must agree to be examined by a medical practitioner of our choice and at our expense. 14. In the event of the death of anyone insured under the policy, if we ask for it the insured person or their next of kin must agree to have a postmortem carried out at our expense. 15. The insured person must pay back to us any amount which we have paid to them for something which is not covered under this policy. 16. If the insured person makes a claim under this policy the policy premium is not refundable as part of their claim. 17. We will make every effort to apply the full range of services in all circumstances as shown in the policy. Remote geographical locations or unforeseeable adverse local conditions may prevent the normal standard of service being provided. 18. Any family member named as covered at the time of any trip will be covered when travelling independently on leisure trips. 19. We may terminate this policy immediately, if we reasonably consider that by continuing this policy we or the insured person may break any law, regulation, code or court order. This policy does not provide cover to the extent that such cover would expose us (or our Bupa group of companies) to any sanction, prohibition or restriction under United Nations resolution or the trade or economic sanction, law or regulations of the European Union, United Kingdom or United States of America. 20. This insurance is designed to put the insured person back in the same position as they were in before the loss/ incident occurred. If the insured person is reimbursed/refunded or their personal baggage is returned to them before or after we have settled a claim, they must inform us. We may record or monitor our calls. Page 5

6 Policy exclusions These exclusions apply to all the sections of this policy. What is not covered 1. Any claim where the insured person is travelling against the advice of a medical practitioner or for the purpose of obtaining treatment or undergoing tests or investigations abroad or has been diagnosed as suffering from a terminal illness. 2. Anyone 75 years old or over. 3. Any loss or damage caused by an act deliberately carried out by you or the insured person. 4. For loss, damage or treatment if the insured person had put themselves in danger, except if the insured person was trying to save another human life. 5. Any claim which results from the insured person committing suicide or attempting suicide or deliberately injuring themself. 6. Any claim which results from the insured person suffering from or developing psychiatric, mental or nervous condition(s), anxiety or depression. 7. Any claim which results directly or indirectly from the insured person being addicted to, using or being under the influence of drugs (unless prescribed by a medical practitioner) or abusing solvents. 8. Any claim which results directly or indirectly from the insured person: being dependent on alcohol consuming excessive amounts of alcohol being under the influence of alcohol suffering withdrawal from alcohol. 9. Air travel other than as a fare-paying passenger on a regular scheduled airline or licensed charter aircraft. 10. Any claim or expense of any kind caused directly or indirectly by sexually transmitted diseases. 11. Any claim or expense of any kind directly or indirectly caused by, contributed to or arising from Human Immunodeficiency Virus Infection (HIV) and/or Acquired Immunodeficiency Syndrome (AIDS) and/or any form or variation of HIV or AIDS, however caused. 12. Any claim resulting from the insured person taking part in manual work, unless agreed by us prior to the insured person s trip. 13. Any claim directly or indirectly relating to or arising from any activity that isn t covered in this policy wording, unless agreed by us prior to the insured person s trip. 14. Any claim or expense, directly or indirectly caused by: any terrorist act (other than under Section 5 Medical emergency and other related expenses and Section 7 Personal accident as long as the disturbances were not taking place at the time of the booking of the trip and/or at the start of the trip) or war, riot, invasion, revolution, rebellion or civil commotion ionising radiation or radioactive contamination from any nuclear fuel or waste which results from the burning of nuclear fuel radioactive, toxic, explosive or other dangerous properties of nuclear machinery or any part of it. Page 6

7 15. Any loss which happens after we have provided services of any kind to the insured person or for any loss which happens following any delay, on our part, in providing services to the insured person unless negligence on our part can be proved. 16. Any claim in connection with a business trip within the insured person s country of residence unless the appropriate level of cover has been chosen and paid for. 17. Any claim in connection with a leisure trip within the insured person s country of residence. 18. Any costs you or the insured person would have expected or would have been required to pay, if the event resulting in the claim had not happened. 19. Travel to areas, where at the time of booking the trip or thereafter, but before the insured person travels, that the Foreign and Commonwealth Office (FCO) has advised against all travel or all but essential travel. If the insured person is unsure, please visit Any claim that results from the insured person being involved in any malicious, reckless, illegal or criminal act. 21. This insurance does not cover direct or indirect loss or damage cause by computer viruses. This exclusion is applicable to all sections of the poilcy except Section 5 Medical emergency and other related expenses, Section 6 Legal Protection and Section 7 Personal Accident. Computer viruses include any program or software which prevents any operating system, computer program or software working properly or at all. 22. Any claim for the insured person s family unless family cover has been chosen and paid for. 23. Costs of telephone calls or faxes, food, drinks, laundry, taxi fares (unless agreed by us under Section 5 Medical emergency and other related expenses or Section 10 Money and passport, car hire or indirect losses which occur in connection with or as a result of the main loss (for example loss of earnings or replacing locks if the insured person loses their keys). 24. Any claim for any time shares, maintenance fees, Airmiles, holiday points, promotional vouchers, awards or loyalty scheme points that the insured person has used to pay for their trip. 25. Any trips over 180 consecutive days. There is absolutely no cover offered by the policy whatsoever for trips which are longer than 180 consecutive days; this would include not insuring the insured person for part of a trip, where the overall trip is longer than 180 days. Page 7

8 What is the duration of this policy? The maximum trip duration is 180 days in each annual insurance period. If you have paid for leisure cover, winter sports cover is available up to a maximum of 17 days in each insurance period. Business trips within the employee s country of residence, are excluded unless the additional premium has been paid. Please refer to the policy schedule for confirmation of when cover commences and expires. Policy terminations and refunds Cooling-off period and your right to cancel your policy If this insurance cover is not suitable, please contact us within 21 days of receipt and providing no employees have already taken a trip or made a claim, we will cancel the policy and refund your premium in full. If an employee has travelled, made a claim or it is beyond the 21-day period, we cannot refund the premiums, however you may cancel your policy at any time by giving us notice in writing or by telephone. We will cancel your policy on the date we receive the letter or the day you telephone us. You may contact us in writing at: Bupa Travel Services, Willow House, Pine Trees, Chertsey Lane, Staines, Middlesex TW18 3DZ By telephone on: Cancellation by us We may cancel this policy at any time if there is reasonable evidence that you misled us or attempted to do so. By this we mean, giving false information or keeping necessary information from us, either intentionally or carelessly, which may influence us when deciding: whether or not we will provide cover whether we have to pay any claim. We will write and tell you at your last known address if we cancel your policy. How the policy can end Your policy will automatically end if: the policy is cancelled by you or us the terms of the policy say it must end you do not pay the premium or any other payment due under the policy the company ceases trading. An insured person s cover under the policy will automatically end and (depending upon whether there are remaining insured persons on the policy) the policy itself may also end if: the insured person ceases employment with the company. You can not decide to cover your employees beyond this time the insured person does not reside for at least six months of the year in their country of residence the insured person dies. We must be told if any of the above circumstances arises. We may record or monitor our calls. Page 8

9 How to make a claim In the event of an emergency the insured person must contact Bupa Travel Assistance on +44 (0) before being admitted as an inpatient or incurring costs over 500. In all other circumstances a claim form should be submitted. To obtain a claim form, the insured person can contact us on +44 (0) (Monday to Friday 8.30am to 6pm, Saturday 9am to 1pm. We are closed bank holidays) or write to Bupa Travel Claims, Willow House, Pine Trees, Chertsey Lane, Staines, Middlesex TW18 3DZ, or visit our website bupa.co.uk/travel The insured person must return the completed claim form to Bupa Travel Claims, with all original invoices, receipts, reports and any other information we ask for, within 28 days of the end of the trip, or as soon as possible thereafter. The insured person should check the section they are claiming under to see if an excess applies or if there are any specific conditions and details, or any supporting evidence that they must give us. How do I make a complaint about this insurance policy? We are committed to providing you or the insured person with a first class service at all times and will make every effort to meet the high standards we have set. If you or the insured person feel that we have not achieved the standard of service you or the insured person would expect or if you or the insured person are dissatisfied in any other way, then this is the procedure that you or the insured person should follow. If Bupa, or any representative of Bupa, did not sell you this policy and your complaint is about the sale of your policy, please contact the party who sold the policy. Their details can be found on the status disclosure document or the terms of business document they provided to you. Our member services department is always the first number to call if you or the insured person need help or support or if you or the insured person have any comments or complaints. You or the insured person can contact us in several ways. By phone: In writing: Customer Relations, Bupa, Salford Quays, Manchester M50 3XL By customerrelations@bupa.com Please be aware information submitted to us via is normally unsecure and may be copied, read or altered by others before it reaches us. Or via our website: bupa.co.uk/members/member-feedback We may record or monitor our calls. Page 9

10 How will we deal with your complaint and how long is this likely to take? If we cannot resolve your complaint immediately we will write to you or the insured person, within five working days, to acknowledge receipt of your complaint. We will then continue to investigate your complaint and aim to send you or the insured person our full written final decision within 15 working days. If we are unable to resolve your complaint within 15 working days we will write to you or the insured person to confirm that we are still investigating your or the insured person s complaint. Within eight weeks of receiving your complaint we will either send you or the insured person a full written final decision detailing the results of our investigation or send you or the insured person a letter advising that we have been unable to complete the review of your complaint. If you or the insured person remain dissatisfied after receiving our final decision, or after eight weeks you or the insured person do not wish to wait for us to complete our review, you or the insured person may refer your complaint to the Financial Ombudsman Service. You or the insured person can write to them at: Exchange Tower, London E14 9SR or call them on (free for fixed line users) or (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02). For more information you or the insured person can visit Your complaint will be dealt with confidentially and will not affect how we treat you or the insured person in the future. Whilst we are bound by the decision of the Financial Ombudsman Service, you or the insured person are not. The Financial Services Compensation Scheme (FSCS) In the unlikely event that we cannot meet our financial obligations, you or the insured person may be entitled to compensation from the Financial Services Compensation Scheme. This will depend on the type of business and the circumstances of your claim. The FSCS may arrange to transfer your policy to another insurer, provide a new policy or, where appropriate, provide compensation. Further information about compensation scheme arrangements is available from the FSCS on or or on its website Page 10

11 Braille, large print and audio copies of this document are available upon request. Page 11

12 Bupa travel insurance is provided by: Bupa Insurance Limited. Registered in England and Wales No Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number Bupa insurance policies are administered by: Bupa Insurance Services Limited. Registered in England and Wales No Bupa Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Financial Services Register number Registered office: Bupa House, Bloomsbury Way, London WC1A 2BA. Bupa 2016 bupa.co.uk BT/5155/MAY16V2 BUPA 0510