Terms of business

In this Terms of Business Agreement “we”, “us” and “our” means Howserv Europe, S.L.

Staysure Expat travel insurance, as well as any other denomination, trading name, brand, or domain under which the products and services are marketed, is a trading name of Avanti Group Solutions, administered by Howserv Europe, S.L., Agencia de Seguros Exclusiva, an Exclusive Agent of ERGO Seguros De Viaje Europaische Reiseversicherung AG, also known as ERGO Seguros de Viaje, Sucursal en España (Registered office: Av. Isla Graciosa, 1, 28703 San Sebastián de los Reyes (Madrid), España). Howserv Europe, S.L., with Spanish tax ID number (NIF) B88327333, is registered with the Spanish Insurances General Directorate (Dirección General de Seguros y Fondos de Pensiones) under number E0217B88327333.

ERGO Seguros de viaje Sucursal en España, with registered office at Avda. Isla Graciosa,1, CP. 28703 San Sebastián de los Reyes, (Madrid), which is the permanent establishment of the German entity ERGO Reiseversicherung AG. Operating under the right of establishment in Spain and under freedom of services in Portugal and France. The controlling Member State is Germany, and the controlling and supervisory authorities are the Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin), Graurhelndorfer Str. 108, 53117 Bonn (Germany).

Howserv Europe, S.L. is a wholly owned subsidiary of Avanti Group Solutions (AGS).

In seeking insurance through us, you agree to the Terms of Business Agreement. This does not aect your normal statutory rights.

We are committed to treating you fairly in all our dealings with you now and in the future. You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

We offer travel insurance from ERGO, a Munich Reinsurance Company registered in Germany.

We also offer a number of additional cover options, including:

• Travel Disruption;
• Enhanced Cancellation and Curtailment Cover;
• Excess Waiver;
• Winter Sports;
• Golf Cover;
• 100 day Upgrade.

It is your responsibility to ensure that you provide us with complete and accurate information when arranging your insurance, during the life of your policy and at the time of renewal. Please take care to answer all of the questions honestly and to the best of your knowledge. If you do not, your policy may be cancelled, or treated as if it never existed, or your claim rejected or not paid in full.

When a policy and related documents (e.g. a policy summary and a Demands and Needs statement) are issued, you are strongly advised to read them carefully as they form the basis of the cover you have purchased. If you are in doubt over any of the policy terms or conditions, please contact us and we will be happy to explain and clarify any points for you.

To contact a member of the Customer Service team for clarity or to make changes, please call +34 952 010 024

We collect and maintain personal information to allow our insurers to underwrite and administer the policies that we issue. All personal information is treated with the utmost confidentiality and with appropriate levels of security. We will not keep your information longer than necessary. Your information will be protected from accidental or unauthorised disclosure. We will only reveal your information if it is allowed by law, authorised by you, to prevent fraud or in order that we can liaise with our agents in the administration of this policy.

Insurers share information with each other to aid the prevention of fraudulent claims. In the event of a claim, information is placed on industry registers for analysis. Under GDPR (General Data Protection Regulation) you have the right of access to your personal records held on our files and we will provide this information should you request it via a subject access request form.

For further information about your rights and how we process/handle your data, please read the Privacy Policy at www.staysure.com/privacy-policy/

To provide better customer service, your calls may be recorded and monitored for quality and compliance purposes.

You should show your summary of cover to anyone insured under the policy. We will only deal with the organiser of the policy with regard to travel insurance, unless we have express permission from the organiser to deal with other parties.

You have the right to cancel new or renewed policies within 14 days of purchase or from the date you receive your documents, whichever is later. If the policy is cancelled within 14 days, you will receive a full premium refund. Full details are provided in your policy summary. This right is in addition to any other cancellation rights consumers have after expiry of the 14-day period. The above may not apply to Single Trip travel policies.

Staysure Expat is unable to guarantee any quote provided after a 30 day period, unless taken up immediately. We reserve the right to pass on any increases to premiums at any time.

We are normally remunerated by commission deducted from the premium but also reserve the right to supplement or replace this with a fee for our services when arranging, amending, renewing and cancelling any insurance policy.

We act as an agent for the insurer for the collection and payment of premiums. Your money is held in a dedicated insurer account, which is managed in accordance with the applicable local regulatory requirements on client money.

This means that premiums are treated as being received by the insurer when they are received in our bank account, and any premium refund is treated as received by you when it is actually paid over to you.

We reserve the right to engage a new insurance provider for part or all of your policy in the future. Should this happen we will write to inform you of the change, providing details of your new provider as well as any amendments to your policy. Through the purchase or renewal of your policy you consent to the potential transfer of your cover and any personal data held about you being shared with an alternative insurance provider.

If at any point you wish to withdraw your consent to this, please call Staysure Expat Customer Service on +34 952 010 024 (Mon to Fri: 8.30am - 8pm, Saturday: 9am - 5.30pm, Sunday: 10am - 4pm. UK Bank Holidays: 9am - 5pm) UK Time.

We do not process claims for your insurer. If you want to claim on your policy you should contact the Insurer’s claims line (details in your policy booklet). You should not take any action, other than seeking emergency assistance, until you have spoken to your insurer.

As an Exclusive Agent, Howserv Europe, S.L. does not operate its own complaints department but
should you experience any dissatisfaction with the level of service whilst purchasing your policy and wishto contact us, then please:

Call Staysure on: +34 952 010 024

Email Staysure on: [email protected]

or writes to us at:

Customer Services Manager
Staysure,
Britannia House,
3-5 Rushmills Business Park,
Bedford Road,
Northampton,
NN4 7YB

Complaints: We will do everything possible to ensure that you receive a high standard of service. If you are not satisfied with the service received, please forward details of your complaint to:

Customer Services Department
ERGO Seguros de Viaje
Av. Isla Graciosa, 1
28703 San Sebastián de los Reyes (Madrid), España

Email: [email protected]

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. We will contact you as soon as possible after receiving your complaint to inform you of what action we are taking. We will arrange to issue a final response within two months. If you are still not satisfied with the way in which the Customer Service Department have handled the complaint, or you do not receive a response within two months then you may refer the matter to the Complaints Service of the General Directorate of Insurance and Pension Funds, in accordance with the provisions of Order ECC/2502/2012.

Complaints: We will do everything possible to ensure that you receive a high standard of service. If you are not satisfied with the service received please forward details of your complaint by email to: [email protected]

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. We will contact you as soon as possible after receiving your complaint to inform you of what action we are taking. We will arrange to issue a final response within two months.

Claims previously submitted to ERGO Seguros de Viaje, which have not been answered with in a maximum period of 20 days (the deadline to consider is 30 days in particularly complex cases), or those having been answered but where the complaint disagrees with the outcome, are considered eligible for presentation by email to the Provedor do Cliente: [email protected]

Complaints We will do everything possible to ensure that you receive a high standard of service. If you are not satisfied with the service received please forward details of your complaint to:

Customer Sevices Department
ERGO Seguros de Viaje
Av. Isla Graciosa, 1
28703 San Sebastián de los Reyes
(Madrid), España

Email: [email protected]

Please ensure your policy number is quoted in all correspondence to assist a quick and eicient response. We will contact you as soon as possible after receiving your complaint to inform you of what action we are taking. We will arrange to issue a final response within two months. Should any disputes arise under the terms of the Consumer Code, between policyholders, insured, beneficiaries, victims or insured Legal Representatives and the Insurer, those may be solved, as appropriate, if the involved parties consider it relevant, through a process of mediation of the consumption, in order to achieve an amicable resolution of the dispute