ERV is an ERGO Group Company, registered in Germany as Europaische Reiseversicherung A.G., and trading in the United Kingdom as ETI International Travel Protection, Companies House Registration FC, and Branch Registration BR007939.
ERV is authorised by the Bundesanstalt fur Finanzdienstleistungsaufsicht (BAFIN-www.bafin.de), and the Prudential Regulation Authority (PRA), and subject to limited regulation by the Financial Conduct Authority (FCA) and the PRA. Details of the extent of our regulation by the PRA, and the FCA, are available from us on request. Our PRA, and FCA registration number is 220041, and is included, together with details of other regulated companies, on the FCA’s website, at www.fca.org.uk/register, or you can telephone them on 0800111 6768 (Freephone).
We offer a range of Travel Insurance products, direct to the public, and through certain regulated and authorised intermediaries, but only to persons based in the United Kingdom, the Channel Islands, and the Isle of Man.
Full product documentation will be provided for each Quotation given, and for each Policy purchased, but a copy of all documentation is always available on request. It is very important that you always check the documentation to ensure that all details are correct, and, if this is not the case, you should contact us immediately.
It is your responsibility to provide complete, and accurate, information to us not only when you ask for a Quotation, or purchase your Policy, but through the life of your Policy, and when your insurance is renewed. Failure to do so, in response to our questions, or knowingly to make any false statements, or declaration, could invalidate your insurance, and could mean that part, or all, of a claim may not be paid.
Quotations are valid for 30 days. If you decide to purchase the insurance, based on our Quotation, we will ask you to confirm that the information that you have provided, and on which we based the Quotation, is correct.
Your insurance is invalid until we confirm that we have accepted your payment, which is payable on, or before the Start Date of your Policy, or, in the case of renewals, any Renewal Date. If you have purchased an Annual multi-trip policy we will invite you for renewal approximately one month prior to the expiry of your current policy. If we change any of the general details of your current Policy, we will notify you prior to renewal.
You will only pay the premium, and Insurance Premium Tax relating to your Policy. We do not charge you separately for the provision of our services.
You have the right to cancel your Policy within 14 days of the date of issue, or receipt of the Policy documentation, whichever is later (known as “the cooling-off period”). If you do cancel, provided that you have not taken a trip to which the insurance applies, and that you have not made, or do not intend to make a claim, under the Policy, we will refund to you any premium that you have paid.
You may give notice of cancellation to us by telephone, or in writing, and the cancellation will take effect on the date we receive, notification or on the date specified in the notice, whichever is the later. If the notice of cancellation is outside “the 14 day cooling-off period”, no premium will be refunded, although we may exercise discretion in exceptional circumstances.
We may give 7 days notice of cancellation of your Policy, by Recorded Delivery letter to you at your last known address.
In order to detect, and prevent fraud, we may, at any time, share information about you with other organisations, and public organisations, including the Police. This will include, but is not restricted to, checking, and filing your details with fraud prevention agencies, and databases. In particular, if you give us false, or inaccurate, information, and we suspect fraud, we will record this, and will share that information with other insurance companies, either directly, or through a number of insurance databases. We will also give your information to a regulatory organisation if they make an official request.
Your Policy documentation will give you details of whom to contact in order to seek emergency medical assistance, and/or make a claim. You must notify us of a claim, or of circumstances which may give rise to a claim, as soon as possible, and no later than 30 days after the incident.
If, whilst abroad, you require emergency in-patient medical treatment and/or require repatriation assistance, or need to curtail your trip, you must contact the 24 Hour Emergency Assistance Service detailed in your Policy for prior authorisation. If you fail to do so, we may not pay your claim.
To enable us to provide you with our products, and services, we need to collect, and process, sensitive personal information about you, and others who are to be insured under your Policy. Please ensure that you only provide us with the sensitive information about others with their express consent. This information will be treated as private and confidential.
We will only use this information in the course of arranging and administering your Policy, but this may involve us passing information to other intermediaries, and other third parties directly, or indirectly, involved in your Policy.
We are regulated under the Data Protection Act 1998, and we will comply with the Act in all our dealings with your personal data .If we need to transfer your personal data outside of the European Economic Area, it will only be when it is strictly necessary, and we will ensure that it is kept as secure as if being stored by us.
In the interests of security, and to improve our service, all telephone calls made to us are monitored and recorded for training purposes.
If, for any reason, you wish to complain about your insurance, or the service we provide, please write to The Managing Director, ERV, Albany House, 14 Bishopric, Horsham, West Sussex RH12 1QN. If your complaint is specifically about a claim, please write to the Claims Manager at the same address. Please always provide policy details, and, if about a claim, please quote the claim reference.
If your complaint is not resolved to your satisfaction, you have the right to refer it to The Financial Ombudsman Service (FOS), South Quay Plaza, 183, Marsh Wall, London E14 9SR.Please note, however, that the FOS will not normally review your complaint until such time as we have made our final decision, so please give us the opportunity to handle your complaint before referring it to them.
We are covered by the FSCS, and you may be entitled to compensation from the scheme if we cannot meet our obligations. Further information is available from the FSCS at www.fscs.org.uk, or by telephoning 020 7892 7300.
These Terms of Business supersede all proposals, prior discussions, and representations (whether oral or written) between us relating to the arranging and administration of your insurance policy. They constitute an offer by us to arrange and administer your insurance, and by arranging, or renewing, your Policy with us, you are deemed to accept our offer to act on the basis of these Terms of Business, unless you notify us otherwise.
No amendment, or variation, of these Terms of Business, requested by you, will be valid until agrees to by us in writing. We reserve the right to amend these Terms of Business at any time by giving you not less than 7 days notice.
These Terms of Business are governed by the Law of England and Wales. In relation to any legal action, or proceedings, arising out of, or in connection with, these Terms of Business, the parties submit to the non-exclusive jurisdiction of the English Courts
Very helpful, good communication kept me up to date on progress. Really good customer service which is just what you need when under pressure of illness. "
ERV Customer - April 2018