KLODGE SAFETY PROGRAM by EUROPASSISTANCE

What to do in the event of a claim?

SUMMARY

A. ASSISTANCE COVER

B. MEDICAL EXPENSES COVER

C. INDEMNITY COVER FOR HOSPITALISATION

D. TRAVEL CANCELLATION COSTS COVER

E. TRAVEL EXTENSION COVER

F. TRAVEL QUOTA REIMBURSEMENT COVER

G. BAGGAGE COVER




You will need to report your claim in the following ways:
- access the portal https://sinistrionline.europassistance.it or website www.europassistance.it in the CLAIMS section.
Or
- by writing a letter sent recorded delivery with advice of receipt to Europ Assistance - Ufficio Liquidazione Sinistri (Claims Settlement Office) (indicating the cover for which you are reporting the claim) - Piazza Trento, 8 20135 Milan

You must provide the following data/documents:

  • your name, surname and address;
  • your telephone number;
  • The Europ Assistance card number + case no.;
  • the circumstances of the event;
  • the date on which the claim took place;
  • the place where you or the persons responsible for the claim can be contacted.

The time frame for reporting the claim is indicated in the individual cover.

ADDITIONALLY, FOR EACH COVER, YOU WILL NEED TO PROVIDE US WITH ADDITIONAL INFORMATION/DOCUMENTS, AS SPECIFIED BELOW:

A. ASSISTANCE COVER

Always call the Europ Assistance Organisational Structure at: +39 02.58.28.65.32 from Italy or abroad. The Organisational Structure operates 365 days a year, 24 hours a day.
Do not do anything until you have contacted the Organisational Structure.
In the event of an emergency, call the Emergency Service.
If you do not contact Europ Assistance, it cannot guarantee you cover. Art. 1915 of the Italian Civil Code applies.

B. MEDICAL EXPENSES COVER

In case of a Claim, you must call the Organisational Structure immediately, at:
+39 02.58.28.65.32 from Italy or abroad, you must make a report no more than sixty days after the claim occurred.

Send the following data/documents:

  • the Emergency certificate written on the place of the claim indicating the pathology suffered or medical diagnosis certifying the type of injury suffered and how it took place;
  • a true copy of the original medical record, if hospitalised;
  • original copies of invoices, receipts or tax receipts for the expenses incurred, complete with tax data (VAT no. or tax code) of the issuers and parties to whom the receipts are made out;
  • medical prescription for purchase of medicinal products with original receipts of the medicinal products purchased;
  • Covid-19 positive test report.

C. INDEMNITY COVER FOR HOSPITALISATION

Make a claim report within sixty days of when the claim took place.

You must send the following documentation:
- certificate of discharge from the Hospital in which you were hospitalised for COVID-19, stating the reason and duration of hospitalisation

D. TRAVEL CANCELLATION COSTS COVER

In the event of a Claim, you must notify the travel organisation or agency or carrier of your formal renunciation of the Travel and make a report within 3 days of the onset of the cause of the renunciation and in any case by the Travel start date if the terms of 3 days fall after the Travel start date. If the renunciation and/or change are caused by illness and/or injury, the declaration must specify:
  • the type of pathology;
  • he pathology start and end.

Within 15 days of the above declaration, you must send Europ Assistance Italia S.p.A. the following documents:

  • copy of the Europ Assistance card;
  • original documentation able to provide objective proof of the cause of renunciation/change;
  • documentation showing the connection between yourself and any party causing the renunciation;
  • in the event of illness or injury, medical certificate stating the date of the injury or onset of the illness, the specific diagnosis and days’ prognosis;
  • in the event of hospitalisation, a true copy of the original medical record;
  • in the event of death, the death certificate;
  • travel registration card or similar document;
  • receipts (deposit, balance, penalty) of payment of the travel or rental;
  • billing statement of confirmation as issued by the Agency/Organisation;
  • invoice relating to the penalty charged, issued by the Contracting Party and Agency/Organisation;
  • copy of the cancelled ticket;
  • travel regulation and programme;
  • travel documents (visas, etc.);
  • travel confirmation contract.

If a penalty is charged by the airline carrier/shipping company:

  • confirmation of purchase of ticket or similar document or receipt of payment;
  • copy of the cancelled air or ship tickets documenting the amounts charged to the customer.

E. TRAVEL EXTENSION COVER

Make a claim report within sixty days of when the claim took place.
You must send the following documentation:
  • documentation proving the duration of the extension of your travel
  • any invoices received from the hotel/lease proving the greater expenses incurred for the extension of your travel
    • declaration by the airport attesting that it is impossible to leave

F. TRAVEL QUOTA REIMBURSEMENT COVER

Make a claim report within sixty days of when the claim took place.
You must send the following documentation:
  • statement of registration;
  • hospitalisation certificate;
  • medical certificate attesting to the mandatory nature of the quarantine;
  • documentation certifying the obligation to return to the country of origin.

G. BAGGAGE COVER

WHAT SHOULD YOU DO IF YOU HAVE PROBLEMS WITH LUGGAGE?
You have to remember
  • in the event of theft, immediately make a report to the competent authorities of the place where the accident occurred and keep an authentic copy for Europ Assistance;
  • in the event of the carrier's responsibility, file a complaint according to the procedures indicated by the carrier itself at the time of the accident and send a written complaint to the air carrier responsible for the damage;
  • within 60 days from the occurrence of the accident, send a report of the accident to Europ Assistance by accessing the portal https://sministrionline.europassistance.it or using the methods listed above.

It is important to keep all the documents to be presented to Europ Assistance together with the accident report and to carefully read the procedures listed below.

For the claims management of all cover:

You are obliged to provide these.

If you fail to fulfil your obligations in the event of a claim, Europ Assistance may decide not to reimburse you.

This is established by the Italian Civil Code under Art. 1915.

FOR FURTHER INFORMATION PLEASE READ THE INSURANCE TERMS AND CONDITIONS AVAILABLE AT THE LINK https://www.klodgepm.com/child/pdf/condicionesEN.pdf.