Terms of business

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

Staysure Ireland 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 Espana (Registered office: Av. Isla Graciosa, 1, 28703 San Sebastian de los Reyes (Madrid), Espana). 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 Europaische Reiseversicherung AG in Non-Life Insurance Freedom of Services in Ireland, Reference N° (560062, with registered office at Avda. Isla Graciosa, 128703 San Sebastian de los Reyes (Madrid) is the permanent establishment in Spain of the German entity ERGO Reiseversicherung AG.

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 affect 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:
Freephone number from Ireland: 1800 456 975.

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 Ireland 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 usually remunerated by commission paid by the insurer out of your premium. In some cases, we may charge an administration fee for arranging, renewing, amending, or cancelling your policy. Any such fees will be communicated to you in advance.

Applicable government levies or insurance compensation charges (if relevant in your jurisdiction) may also apply.

The sales process will not be complete until after payment has been made by credit card or debit card – whether by phone or online.

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 Ireland Customer Service freephone number from Ireland on 1800 456 975 (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 wish to contact us, then please:

Call Staysure Ireland on: 1800 456 975

Email Staysure Ireland on: [email protected]

or write to us at:

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

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 post and email to:

Customer Services Department
ERGO Seguros de Viaje
Av. Isla Graciosa, 1
28703 San Sebastian de los Reyes (Madrid), Espana
Email: [email protected]

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. We will contact you within 5 working days of receiving your complaint to inform you of what action we are taking and to let you know the name of the person who will be dealing with the matter on our behalf. We confirm that the complaint will be dealt with within two months of its receipt.

If you are not satisfied with the results of our investigation or fail to receive a final answer within this period, you have the right to refer your complaint to an independent authority for consideration.

That authority is the Financial Services and Pensions Ombudsman at:
3rd Floor, Lincoln House, Lincoln Place, Dublin 2, Ireland
Telephone: +353 (0) 1 567 7000
Website: www.fspo.ie

This service can advise you on how to proceed further and may be able to help in resolving your complaint. Taking this option will not prejudice your rights to take legal proceedings if you so choose.

Unless otherwise specified in your policy, Spanish law applies and Madrid city courts will have jurisdiction, subject to mandatory consumer protections in your country of residence