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AXA Schengen Travel Insurance Terms

The AXA Schengen Basic Travel Insurance document outlines the general terms and conditions for coverage, including definitions, benefits, exclusions, and claims procedures. It provides essential information for insured parties regarding medical expenses, emergency assistance, and personal liability during travel within the Schengen area. The document also details contact information, eligibility criteria, and obligations of the policyholder and insured parties.

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0% found this document useful (0 votes)

250 views31 pages

AXA Schengen Travel Insurance Terms

Uploaded by

Poèt Wörd

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Available Formats

Download as PDF, TXT or read online on Scribd

AXA SCHENGEN

SCHENGEN TRAVEL INSURANCE

BASIC
GENERALTERMS & CONDITIONS
JUNE 2025
AXA SCHENGEN - “Basic” INSURANCE
TABLE OF CONTENT
1. CONTACT NUMBERS ................................................................................................................. 5
2. DEFINITIONS ........................................................................................................................... 6
3. IMPORTANT INFORMATION ....................................................................................................... 9
3.1 INTRODUCTION........................................................................................................................................................... 9
3.2 SUBJECT ...................................................................................................................................................................... 9
3.3 ELIGIBILITY .................................................................................................................................................................. 9
THE INSURED PARTY ........................................................................................................................................................... 9
THE POLICYHOLDER............................................................................................................................................................ 9
3.4 INSURER..................................................................................................................................................................... 10
3.5 DUAL INSURANCE ..................................................................................................................................................... 10
3.6 HOW TO CONTACT US? ............................................................................................................................................ 10
PROCEDURE TO BE FOLLOWED IN CASE OF AN URGENCY ........................................................................................... 10
CONTACT US ...................................................................................................................................................................... 11
ASSISTANCE .................................................................................................................................................................. 11
DOCTOR PLEASE ........................................................................................................................................................... 11
CLAIMS ........................................................................................................................................................................... 11
COMPLAINTS ................................................................................................................................................................. 11
OTHER REASONS FOR CONTACT ................................................................................................................................ 11
4. THE BENEFIT TABLE ................................................................................................................12
BASIC .................................................................................................................................................................................. 12
5. YOUR BENEFITS ......................................................................................................................13
5.1 MEDICAL EXPENSES, EMERGENCY ASSISTANCE , AND REPARTRIATION ............................................................ 13
MEDICAL EXPENSES .......................................................................................................................................................... 13
Top-up coverage for medical expenses: .................................................................................................................... 13
EMERGENCY DENTAL EXPENSES ..................................................................................................................................... 14
REPATRIATION................................................................................................................................................................... 14
Your Repatriation.......................................................................................................................................................... 14
Travelling with Under 18s: Their Assistance in Case of Your Repatriation............................................................. 14
Repatriation of baggage .............................................................................................................................................. 14
5.2 EMERGENCY ASSISTANCE ........................................................................................................................................ 15
ASSISTANCE ....................................................................................................................................................................... 15
TELECONSULTATION DOCTOR PLEASE! ......................................................................................................................... 15
5.3 ASSISTANCE IN THE EVENT OF DEATH ................................................................................................................... 15
REPATRIATION AND BURIAL OF YOUR REMAINS ........................................................................................................... 16
ASSISTANCE WITH FORMALITIES..................................................................................................................................... 16
REPATRIATION OF BAGGAGE ........................................................................................................................................... 16
5.4 BAGGAGE ................................................................................................................................................................... 16
Top-up coverage for Baggage Protection .................................................................................................................. 16
5.5 PERSONAL LIABILITY ................................................................................................................................................ 16
5.6 TRAVEL/PERSONAL ACCIDENT ................................................................................................................................ 17
6. EXCLUSIONS ..........................................................................................................................18

INTER PARTNER ASSISTANCE (member of AXA Assistance group) Boulevard du Régent 7 -1000 Brussels – Belgium
Insurance company registered in Belgium and authorized by NBB under No: 0487 – B.C.E. 0415.591.055 – RPM Brussels
AXA SCHENGEN - “Basic” INSURANCE
TABLE OF CONTENT
6.1 EXCLUSIONS APPLICABLE TO ALL BENEFITS ........................................................................................................ 18
6.2 EXCLUSIONS APPLICABLE TO SPECIFIC COVERAGES ........................................................................................... 19
EMERGENCY MEDICAL EXPENSES, EMERGENCY ASSISTANCE, AND REPATRIATION ................................................. 19
BAGGAGE ............................................................................................................................................................................ 20
PERSONAL LIABILITY ......................................................................................................................................................... 20
TRAVEL/PERSONAL ACCIDENT ........................................................................................................................................ 21
7. HOW TO MAKE A CLAIM ............................................................................................................22
7.1 FOR ALL CLAIMS ........................................................................................................................................................ 22
7.2 BAGGAGE PROTECTION ........................................................................................................................................... 23
7.3 EMERGENCY MEDICAL EXPENSES ........................................................................................................................... 23
7.4 TRAVEL/PERSONAL ACCIDENT ................................................................................................................................ 23
7.5 PERSONAL LIABILITY ................................................................................................................................................ 23
8. ABOUT YOUR COVER................................................................................................................24
8.1 TERRITORIAL COVERAGE ......................................................................................................................................... 24
8.2 START AND END OF THE CONTRACT ...................................................................................................................... 24
8.3 DURATION OF THE CONTRACT ................................................................................................................................. 24
8.4 PREMIUM PAYMENT................................................................................................................................................... 24
8.5 RIGHT OF WITHDRAWAL AND COOLING-OFF PERIOD........................................................................................... 24
8.6 REFUND...................................................................................................................................................................... 25
8.7 OBLIGATIONS OF THE INSURED PARTY AND POLICY HOLDER .............................................................................. 25
PREMIUM PAYMENT .......................................................................................................................................................... 25
OBLIGATIONS IN THE CASE OF A CLAIM .......................................................................................................................... 25
PENALTIES.......................................................................................................................................................................... 25
8.8 BANK TRANSFERS OUTSIDE EUROPEAN UNION ................................................................................................... 26
8.9 INTERNATIONAL SANCTIONS................................................................................................................................... 26
8.10 SUBROGATION AND PLURALITY OF INSURANCE COVER ........................................................................................ 26
RESPONSIBLE THIRD PARTY ............................................................................................................................................ 26
PLURALITY OF INSURANCE COVER .................................................................................................................................. 26
8.11 CORRESPONDENCE .................................................................................................................................................. 26
8.12 JURIDICTION ............................................................................................................................................................. 27
8.13 LIMITATION PERIOD ................................................................................................................................................. 27
8.14 CLIENT SATISFACTION AND COMPLAINTS ............................................................................................................. 27
CUSTOMER CARE ............................................................................................................................................................... 27
OMBUDSMAN ..................................................................................................................................................................... 27
8.15 PROCESSING PERSONAL DATA ............................................................................................................................... 27
DATA CONTROLLER ........................................................................................................................................................... 27
DATA PROCESSING PURPOSES........................................................................................................................................ 27
RECIPIENTS ........................................................................................................................................................................ 28
TRANSFER OF DATA OUTSIDE THE EUROPEAN UNION................................................................................................. 28
SECURITY............................................................................................................................................................................ 28

1. CONTACT NUMBERS

INTER PARTNER ASSISTANCE (member of AXA group) - Boulevard du Régent 7 - 1000 Brussels - Belgium
Insurance company registered in Belgium and authorized by NBB under No: 0487 – C.B.E. 0415.591.055 – RPM Brussels
p. 5
AXA SCHENGEN – “Basic” Insurance

2. DEFINITIONS
ASSISTANCE A service that allows the insured party to receive material or logistical
assistance, in cash or in kind, as described in the present General
Conditions. We are the provider.
BAGGAGE Clothing, personal effects, luggage and other articles which belong to
you (excluding valuables, ski equipment, golf equipment, personal
money and documents of any kind) and are worn, used or carried by you
during any trip.
BENEFIT TABLE The table listing the benefit amounts on page 12.
BODILY INJURY An identifiable physical injury caused by a sudden, violent, external,
unexpected specific event. Injury as a result of your unavoidable
exposure to the elements shall be deemed to be a bodily injury.
CERTIFICATE The document we provide you, being your insurer during your trip,
which you receive after taking out the insurance. It is specific to the
insured party. You need to present it to the relevant authorities to
prove your medical cost insurance when applying for a SCHENGEN VISA.
CLOSE RELATIVE Mother, father, sister, brother, spouse, or fiancé/fiancée or cohabiting
partner (any couple, in a stable relationship, similar to a spousal
relationship living permanently at the same address) daughter, son,
including adopted daughter or son, grandparent, grandchild, parent-in-
law, son-in-law, daughter-in-law, sister-in-law, brother-in-law,
stepparent, stepchild, stepsister, stepbrother, foster child, legal
guardian, legal ward.
COMPLICATIONS OF The following unforeseen complications of pregnancy as certified by a
PREGNANCY medical practitioner: toxaemia; gestational hypertension; pre-
eclampsia; ectopic pregnancy; hydatidiform mole (molar pregnancy);
hyperemesis gravidarum; ante partum haemorrhage; placental
abruption; placenta praevia; post-partum haemorrhage; retained
placenta membrane; miscarriage; stillbirths; medically necessary
emergency Caesarean sections/ medically necessary termination; and
any premature births or threatened early labour more than 8 weeks (or
16 weeks in the case of a multiple pregnancy) prior to the expected
delivery date.
COUNTRY OF RESIDENCE The country in which you legally reside. You must have a residential
address that you can refer to within that country. This term country of
residence applies to both the policyholder and the insured party,
indicating the respective country where each party legally resides,
generally lives and has their main interests, as specified in the Special
Conditions.
COVER PERIOD The insurance period covered under this policy is from the start of the
coverage until the end of the coverage, as specified in the Special
Conditions. Your trip period will not extend the cover period.
CYBER ATTACK The actual use or threat of use of disruptive activities against computers
and networks, with the intention to cause harm, spread fear or cause
severe disruption of infrastructure, including a Malware, Ransomware
or Hacking attack.
EXCESS The first amount, as shown in the Benefit table, which you will be
responsible for, per covered person/ Beneficiary, for each and every
event.

GENERAL CONDITIONS This document explains your coverage and provides the wording of
your policy, along with the Special Conditions. Together, these
elements constitute your policy.
HOME Your normal place of residence in your country of residence.
INSURED PARTY The natural person who is covered for the insured risk. This person is
explicitly mentioned in the Special Conditions of the insurance
contract. The insured party is the beneficiary of the policy.
MEDICAL CONDITION(S) Any medical or psychological disease, sickness, condition, illness or
injury that has affected you.
MEDICAL EMERGENCY A bodily injury or sudden and unforeseen illness suffered by you while
you are on a trip outside the country of residence and a registered
medical practitioner tells you that you need immediate medical
treatment or medical attention.
MEDICALLY NECESSARY Reasonable and essential medical services and supplies, ordered by a
medical practitioner exercising prudent clinical judgement, needed to
diagnose or treat an illness, injury, medical condition, disease or its
symptoms, and that meet generally accepted standards of medical
practice.
MEDICAL PRACTITIONER A legally licensed member of the medical profession, recognised by the
law of the country where treatment is provided and who, in rendering
such treatment is practising within the scope of his/her licence and
training, and who is not related to you, any travelling companion, or any
person with whom you have arranged to stay.
OUTWARD JOURNEY Travelling from your home or business address in the country of
residence to your trip destination including international flights, sea
crossings or rail journeys which are booked prior to you leaving your
country of residence which is directly related to the outbound
journey.
POLICYHOLDER The policyholder is the lead traveller or legal person who has concluded
the insurance policy and is the contracting party with the insurance
company under this insurance policy. The lead traveller who purchases
the insurance policy for all covered person(s), the insured party(ies).
RETURN JOURNEY Travelling to your home address in the country of residence from your
trip destination.
SPECIAL CONDITIONS When taking out the policy, you are provided with the special
conditions and the certificate that you may present to the authorities
to apply for the visa. The special conditions are an integral part of your
policy and your coverages included. The special conditions provide
detailed information about your specific choices regarding your
coverage and, if applicable, your options, and also identify, among
other things, the policy number, the policyholder, and the insured
party(ies). You will also need it if you wish to submit a claim. You should
keep it safe.
PRE-EXISTING MEDICAL Any past or current medical condition that has given rise to symptoms
CONDITION(S) or for which any form of treatment or prescribed medication, medical
consultation, investigation or follow-up/check-up has been required or
received during the 2 years prior to you purchasing this policy to the
booking or commencement of any trip.
POLICY/ COVER The insurance policy and its wording consist of the present General
Conditions and the Special Conditions. The policy is your cover.

PUBLIC TRANSPORT Any transport by road, rail, sea or air with a licensed carrier operating a
regular or charter passenger service on which you are booked to travel.
TERRORISM An act, including but not limited to the use of force or violence and/or
the threat thereof, of any person or group(s) of persons, whether acting
alone or on behalf of or in connection with any organisation(s) or
governments, committed for political, religious, ideological or similar
purposes including the intention to influence any government and/or to
put the public, or any section of the public, in fear.
TRAVEL DOCUMENTS Any valid identity document issued by a government or international
treaty organisation to facilitate the movement of individuals or small
groups of people across international boundaries, following
international agreements.
THEFT Any theft committed by violence, threat of violence, mugging, assault
or through break in by a third party (a person who is not a relative, close
relative or travel companion).
TRIP Any holiday or journey for business or pleasure made by you, within the
territorial limits, which begins and ends in your country of residence,
during the period of cover. Any trip that had already begun when you
purchased this insurance will not be covered.
TRIP DURATION The duration of your covered trip is counted from the very moment you
start your trip, which means leaving your country of residence, until
the very moment you finish it, which means returning to your country
of residence
MAXIMUM TRIP DURATION The maximum allowed trip duration indicates the maximum number of
days your trip can last. For your Basic cover, your single trip can be up
to 180 consecutive days. This does not imply that your visa
automatically will be granted for the same duration.
UNATTENDED When you are not in full view of and not in a position to prevent
unauthorised interference with your property or vehicle.
UNDER THE INFLUENCE If a toxicology has been completed and produces a result above 0.02%
BAC (Blood Alcohol Content) or drug screening proves positive. If a
toxicology has not been completed, any report from the time of the
incident confirming or noting any suspicion of your consumption/use of
drugs or alcohol.
VALUABLES Jewellery, precious metals or precious stones or items made from
precious metals or precious stones, watches, furs, leather articles,
photographic- audio- video- computer- television- games (including but
not limited to CDs, DVDs, memory devices and headphones), telescopes,
binoculars, laptops, tablets and notebooks, E-readers, MP3/4 players.
WE/OUR/US The service provider, the insurer, Inter Partner Assistance SA, insurance
company with head office in Belgium at 1000 Brussels, Boulevard du
Régent, 7, licensed at the National Bank of Belgium under no. 0487, with
B.C.E. 0415.591.055 on the Brussels company registry. Inter Partner
Assistance is a wholly-owned subsidiary of the AXA Assistance Group
and is part of the AXA Group.
YOU / YOUR/YOURS You the beneficiary of this policy. Each person travelling on a trip whose
name appears in the Special Conditions under the Insured Party.

3. IMPORTANT INFORMATION
3.1 INTRODUCTION
Thank you for taking out this coverage.

We are pleased to provide you with your travel insurance policy wording. Inside, you'll find all the essential
details regarding your coverage, along with the conditions and exclusions that apply to each person listed
on the Special Conditions. The Special Conditions together with these General Conditions serves as the
basis for settling any claims that may arise. We strongly advise you to read all of information carefully
before taking out your cover.

3.2 SUBJECT
We provide you with assistance services and travel insurance up to the limits stated in the Benefit Table,
as outlined in these General Conditions, including taxes. Coverage applies when you, the insured party,
experiences events defined in this contract during your trip.

Your Basic cover provides the necessary coverage for your trip into the Schengen Area and ensures
territorial coverage by including all countries within the Schengen Area at the time of the insured event. It
offers the minimal required medical expense protection, which is a mandatory requirement for obtaining a
Schengen visa, as well as basic repatriation and travel benefits, such as but not limited to personal accident
and personal liability protection. If desired, additional top-up coverage can be purchased to further
enhance your protection by increasing the coverage limit for medical expenses and extending your trip
benefits with added baggage protection. This is a single trip contract intended to cover one trip within the
specified territorial area and for the duration of the cover period (please read the section ABOUT YOUR
COVER carefully).

3.3 ELIGIBILITY
THE INSURED PARTY
The benefits outlined in this document are contingent upon your eligibility at the time of any incident that
may give rise to a claim, as well as at the time of subscription to the policy. As the beneficiary of this policy,
you are required to continually meet the criteria pertaining to your country of residence. Your country
of residence must not be included on the AXA sanctioned country list and cannot be the United Kingdom
(UK) or the United States of America (USA). Furthermore, for your convenience, any countries not listed in
the drop-down menu "Country of residence" for the insured party on the AXA SCHENGEN website purchase
module are not eligible for subscription. If you do not comply with the required criteria for your country of
residence (for your convenience, if you can’t select your country of residence in the drop down list), you
must refrain from subscribing to the policy. The extension of your subscription can only occur under
specific circumstances as detailed in the section ABOUT YOUR COVER. We strongly advise you to read all of
this information carefully before taking out the cover.

THE POLICYHOLDER
The policyholder's country of residence cannot be listed on the AXA sanctioned country list and cannot
be the United Kingdom (UK) or the United States of America (USA). In any case, the eligibility criteria for the

beneficiary of the policy, the insured party, must be met at all times and should be verified before taking
out the cover. However, if the policyholder is a citizen of the United Kingdom (UK) or the United States of
America (USA), it is essential to take out the policy via the corresponding website for the country of
residence. For convenience, the website AXA SCHENGEN website will prompt you to confirm whether you
are a United Kingdom (UK) or the United States of America (USA) citizen, before proceeding and will direct
to the appropriate website to take out a Schengen cover. If the system fails, please feel free to navigate
directly to the correct website for your country of residence to obtain the coverage properly and directly
there.

3.4 INSURER
Inter Partner Assistance SA is the insurer of this policy and manages, either directly or through its
subsidiaries (and all AXA Group companies designated by IPA), the benefits and services available under
this policy. Inter Partner Assistance SA, insurance company with head office in Belgium at 1000 Brussels,
Boulevard du Régent, 7, licensed at the National Bank of Belgium under no. 0487, with B.C.E. 0415.591.055
on the Brussels company registry. Inter Partner Assistance is a wholly-owned subsidiary of the AXA
Assistance Group and is part of the AXA Group.

3.5 DUAL INSURANCE

If at the time of any incident which results in a claim under this policy, there is another insurance covering
the same loss, damage, expense or liability we will not pay more than our proportional share (not
applicable to PERSONAL ACCIDENT). Please also refer to the sections on SUBROGATION and PLURALITY OF
INSURANCE.

3.6 HOW TO CONTACT US?

PROCEDURE TO BE FOLLOWED IN CASE OF AN EMERGENCY
IN ALL CASES, THE ORGANISATION OF EMERGENCY CARE IS ORGANISED BY THE LOCAL AUTHORITIES.
THE EMERGENCY NUMBER IN EUROPE IS 112.

In the event of a medical emergency requiring our assistance or urgent medical support, you should
contact us at: +32 2 552 53 98.

Contact our call center as soon as the situation seems likely to involve expenses that come within the scope
of the insurance cover described hereafter. The call centre can be contacted 24 hours a day, 7 days a week.

You can also request assistance via AXA Digital Assistance accessible via the contact page on AXA
SCHENGEN website.

The following information must be given:

• The number of your policy, which begins with “SCHBE” that can be found in your Special Conditions.
• The address and telephone number at which you can be reached and the details of the people that
can be contacted locally.
• The case number, which is communicated at the time of the first call.

CONTACT US
If you need to make contact, the fastest way to do so is to follow the instructions on the contact page of the
AXA SCHENGEN website.

ASSISTANCE
Via AXA Digital Assistance online: follow the instructions provided on the contact page of the AXA
SCHENGEN website. AXA SCHENGEN website. In case of emergency call us. Please read also the section on
PROCEDURE TO BE FOLLOWED IN CASE OF AN EMERGENCY.

DOCTOR PLEASE
Follow the instructions sent to the policyholder after taking out your cover. Access the digital application
Dr. Please! to log into the online platform. You need a code and the policyholder's email address to login.
The code is provided to the policyholder in the Dr. Please! document sent after the cover was taken out. If
you are aged 18 or over, you may create your own account by logging in with the policyholder's credentials
to receive prescriptions and doctors' notes. If you are under 18, the policyholder or an adult insured party
must submit a request on your behalf using their own account. For more information refer to the section
on Dr. Please read the section ASSISTANCE in YOUR BENEFITS.

CLAIMS
File your claims via ‘Submit a Claim’ at the contact page on AXA SCHENGEN website. Or via the url:
[Link]
You must provide us with documentation to support your claim. Please also read the section on HOW TO
MAKE A CLAIM.

COMPLAINTS
Via ‘Submit a Complaint’ at the contact page on AXA SCHENGEN website.
Please also read the section on CUSTOMER SATIFACTIONS AND COMPLAINTS.

OTHER REASONS FOR CONTACT

If you have other reasons for wanting to contact us, it is advisable to first check the contact page on the AXA
SCHENGEN website. This way, we can assist you in submitting your request in the quickest way and support
you in the most effective way.

4. THE BENEFIT TABLE

Please see the following Benefit Table applicable to your policy, which outlines the relevant limits and any
applicable excesses. Further details can be found under YOUR BENEFITS section.
BASIC
Cover Limit* Excess *
Emergency Medical Expenses, Emergency Assistance, and Repatriation
Emergency Medical Expenses: Up to €30,000 No
Cover Basic, maximum amount
• Top up coverage: Up to €50,000 No
Basic coverage increased by €20,000, new
maximum
Emergency Dental Expenses €150 No
Travelling with Under 18s: Their Assistance in Case of 1 person €75/night, No
Your Repatriation max 2 nights
Or
Assistance to escort the
ones under 18
Repatriation of remains – coffin/funeral costs Up to €750 No
Baggage
Baggage Protection - theft, lost & damage: No No
Cover Basic
• Top up coverage: Up to €500 No
Enhanced Luggage protection, maximum
Baggage Delay No No
Cover Basic
Personal Liability
Accidental bodily injury & loss or damage to property Up to €10,000 No
Travel/Personal Accident
Permanent disability & death Up to €10,000 No
The limits apply to each insured person unless otherwise stated.

*Please be aware that when you are reimbursed, any bank transfer made outside the European Union will incur a charge of €20 for each transfer.
This means that the total amount you receive will be reduced by this fee every time a transfer is made. Any reimbursement payments are always
made in euros and using the initial payment method.

5. YOUR BENEFITS
Please refer to EXCLUSIONS to inform you on what is not covered.

Please refer to MAKING A CLAIM for the documents you would need to provide.
Please refer to ABOUT YOUR COVER for general rules that also apply to your benefits included in this cover.

5.1 MEDICAL EXPENSES, EMERGENCY ASSISTANCE, AND REPARTRIATION

Coverage for these items shall be in addition to any reimbursements and/or payments received by the
insured party or their rightful claimants from third-party payers and/or any other provident or social
security organisation to which they are affiliated.

MEDICAL EXPENSES
THIS IS NOT PRIVATE MEDICAL INSURANCE
If you become unexpectedly ill during your trip, injured or have a complication of pregnancy and you
have to seek medical help, require in-patient treatment or need repatriation, you must contact us. We
cover you up to the amount shown in the Benefit table for costs incurred outside your country of
residence for:

• All reasonable and necessary expenses which arise as a result of a medical emergency involving
you. This includes:
• medical practitioners’ fees,
• hospital expenses,
• medical treatment,
• prescribed medication by a recognised medical practitioner
• and all the costs of transporting you to the nearest suitable hospital, when deemed
necessary by a recognised medical practitioner.
• All reasonable and necessary emergency medical expenses for all infants born following
complications of pregnancy during your trip. Claims involving multiple births are considered to
be one event.
At any time, if we or the treating medical practitioner believe that it is medically necessary and safe to do
so. If our Chief Medical Officer advises a date when it is feasible and practical to repatriate you, but you
choose not to be repatriated, our liability to pay any further costs under this section after that date will be
limited to what we would have paid if your repatriation had taken place.

If you have a medical emergency and become unexpectedly ill, injured or have a complication of
pregnancy and you require in-patient treatment, repatriation you need to contact us.

Top-up coverage for medical expenses:

Top-up coverage for medical expenses allows you to enhance your standard medical coverage of your basic
cover. If this additional medical coverage is purchased, your maximum limit for medical expenses will be
increased, providing you with greater protection. We will cover costs up to the amount specified in the
Benefit Table according to the specific top-up coverage the policyholder has chosen. The details of your
selected top-up coverage will be clearly outlined in the Special Conditions.

EMERGENCY DENTAL EXPENSES

Emergency dental treatment up to the amount shown in the Benefit Table for the immediate relief of pain
and/or emergency repairs to dentures or artificial teeth solely to relieve distress in eating.

REPATRIATION
In the event of repatriation, we will first assess whether the original ticket for your return journey can be
applied. If this is not possible or is deemed medically inappropriate, we will arrange and pay for your
transportation back home (see more information below). Unless we determine otherwise, this will be in
economy class for both flights and trains.

Your Repatriation
During your trip outside your country of residence, we will take care of your repatriation due to medical
emergency. With prior authorisation from us, additional travel costs to repatriate you to your home when
recommended by our Chief Medical Officer, including the cost of a medical escort if necessary. Repatriation
expenses will be in the identical class of travel utilised on the outward journey unless we decide otherwise.

We may:
• move you from one hospital to another;
• and/or return you to your home in the country of residence;
• and/or move you to the most suitable hospital in the country of residence;

At any time, if we or the treating medical practitioner believe that it is medically necessary and safe to do
so. If our Chief Medical Officer advises a date when it is feasible and practical to repatriate you, but you
choose not to be repatriated, our liability to pay any further costs under this section after that date will be
limited to what we would have paid if your repatriation had taken place.

Travelling with Under 18s: Their Assistance in Case of Your Repatriation

If you are travelling with your minors and are physically unable to take care of them, and no other co-
travelling insured party can look after the children on-site, we will provide assistance for your under 18s.

All necessary and reasonable accommodation (up to the limits specified in the Benefit Table) and travel
expenses for a friend or close relative to travel from your country of residence to escort insured parties
under the age of 18 to your home in the country of residence. This person will be responsible for handling
the necessary administrative procedures for entering the country (such as visa applications, etc.) where you
are hospitalised. We will provide this person with AXA SCHENGEN Travel Insurance ‘Basic Cover’ for the
duration of their stay, up to a maximum of 8 days.

If you cannot nominate a person we will then select a competent person to escort your under 18s.

If the original pre-booked ticket(s) for the child's return journey cannot be used, we will cover the cost of
one-way economy travel to return the child home. We will not pay for travel and/or accommodation that
has not been arranged through us or incurred without our prior approval.

Repatriation of baggage
In the event of your repatriation, we will arrange and cover the costs of transporting your baggage to your
country of residence.

5.2 EMERGENCY ASSISTANCE

ASSISTANCE
IN ALL CASES, THE ORGANISATION OF FIRST AID IS ORGANISED BY THE LOCAL AUTHORITIES.
THE EMERGENCY NUMBER IN EUROPE IS 112.

If you suffer any serious illness or accident which may lead to your admission to hospital before any plans
are made for repatriation you must contact us at: +32 2 552 53 98.

After your first call we contact the local attending medical practitioner (hospital) in order to intervene under
the conditions most appropriate to your condition.

You can also request assistance online. AXA Digital Assistance is accessible via our contact page at AXA
SCHENGEN website.

We are open 24/7 and will be able to assist in arranging repatriation (if this is considered medically
necessary) and settling medical expenses directly with the treating facility. Any treatment in a private
facility is not covered unless pre-authorised by us. If it is not possible to contact us before any medically
necessary treatment happens please contact us as soon as possible.

Please be careful not to sign anything that confirms you will pay for excessive treatment or charges. If you
have any doubts regarding any requests, please contact us for guidance. Using AXA Digital Assistance is the
fastest way to get help unless you are in acute need of emergency assistance.

For simple straightforward outpatient treatment or minor illness or injury (excluding fractures), you should
pay the hospital or clinic directly, or the medical practitioner if you are not admitted to hospital. You may
claim back medical expenses from us upon your return home or file the claim immediately online via AXA
claims platform if you have all the necessary documents to support your claim. You can also visit the AXA
SCHENGEN website and seek guidance in the contact section.

TELECONSULTATION DOCTOR PLEASE!

It is never easy to make an appointment with a doctor when you are far from home and in a country where
you don’t speak the language. With our digital solution ‘Dr. Please!’ we offer you the possibility of
contacting a doctor speaking your language, for a remote consultation, 24 hours a day, wherever you are.
This is our response to your need for teleconsultation or online consultation with a doctor:
• A remote consult with a medical practitioner speaking your language or one that you understand.
• The possibility to make an appointment at a time that suits you through the web portal, with the
code as provided to the policyholder after the cover was taken out.
• Your prescriptions securely sent within your portal personal space or to the nearest pharmacy.

You may access the digital application Dr. Please! to make your appointment and consult.
Refer also to the Doctor Please section under HOW TO CONTACT US.

5.3 ASSISTANCE IN THE EVENT OF DEATH

In the unfortunate event that you pass away during your trip, we will cover the following costs and provide
assistance.

REPATRIATION AND BURIAL OF YOUR REMAINS

We will cover:
• The cost of post-mortem treatment;
• The coffin, up to the limit specified in the Benefit Table;
• The repatriation of your mortal remains to the place of burial in your country of residence, or the
burial costs in the country of death, up to the limit specified in the benefit table.

Please note that we will not cover the costs of your ceremony itself.

ASSISTANCE WITH FORMALITIES

We will assist your family with the following matters:
• Contacting an undertaker;
• Clarifying the procedures to be followed, particularly with respect to the local authorities.

REPATRIATION OF BAGGAGE
Following your passing, we will also arrange and cover the costs of transporting your baggage back home.

5.4 BAGGAGE
Top-up coverage for Baggage Protection
We will cover costs up to the amount specified in the Benefit Table according to the specific top-up
coverage the policyholder has purchased. The details of your selected top-up coverage will be clearly
outlined in the Special Conditions.

We cover your baggage for accidental loss, theft, or damage. In the event of such an incident, we will
reimburse you for the full replacement cost, up to the limits specified in the Benefit Table.

To make a claim, you must provide original receipts or proof of ownership. Any compensation received
under ‘Baggage Delay’ will be deducted from the final payment. If your baggage is lost, stolen, or damaged:
• When in the care of a carrier, transport company, authority, or hotel, report it in writing and obtain
a police report within 24 hours.
• If with an airline, obtain a Property Irregularity Report (PIR) at the airport, submit a written claim
within the airline’s deadline, and keep a copy.
Always keep your travel tickets and baggage tags for your claim.

5.5 PERSONAL LIABILITY

We will protect you against damages caused to third parties. We cover up to the amount specified in the
Benefit Table for compensation related to legal liability claims arising from incidents that occur during
your trip outside your country of residence, including:

1. Accidental bodily injury, death, illness, or disease caused to a third party (who is not your relative, your
employee, or your household member).
2. Loss of or damage to property that is not owned, controlled, or held by you, a relative, employee, or
household member - except for temporary holiday accommodation that you occupy but do not own.

To make a claim, you must provide us with written notice of any incident that may give rise to a claim as
soon as possible. It is important that you do not admit any liability or pay, offer to pay, promise to pay, or
negotiate any claim without our written consent.

We reserve the right to take over and conduct the defense of any claims for indemnity or damages against
any third party in your name, should we choose to do so. We will exercise full discretion in the negotiation,
proceedings, or settlement of any claim, and you are required to provide us with all necessary information
and assistance we may need.

In the unfortunate event of your death, your legal representative(s) will be entitled to the protections
specified in the Benefit Table, provided that they comply with the terms and conditions outlined in this
document.

5.6 TRAVEL/PERSONAL ACCIDENT

You are insured if you become an affected person of an accident during your trip; in such cases, we will
provide compensation for permanent disability or in the event of death, up to the amount shown in the
Benefit Table.

1. In the event of permanent disability, we will provide compensation based on the degree of disability as
specified in the Official Belgian Scale for Determining the Degree of Disability. The degree of disability
will be assessed when the injuries have stabilised and no later than three years after the date of the
accident. Pre-existing disabilities will only be deducted if they pertain to the same body part or function
affected by the insured accident.
2. In the event of death resulting from an accident within three years of the incident, the insured amount
will be paid to the cohabiting partner or, in their absence, to the legal heirs, after deducting any
compensation already paid for permanent disability arising from the accident.

Prior to paying a claim, we reserve the right to have our medical practitioner conduct an examination or
to obtain a statement from the deceased's medical practitioner regarding the cause of death, as far as this
is necessary for the provision of the insurance coverage. You have the right to be assisted, at your own
expense, by a physician of your choice for the assessment of the consequences of the accident.

6. EXCLUSIONS
6.1 EXCLUSIONS APPLICABLE TO ALL BENEFITS
THE FOLLOWING ARE NOT COVERED:
• In the event that you are infected with Covid 19, we will not intervene in any way or compensate you for
any expenses incurred abroad if you decide to travel against the advice (negative advice, travel ban,
red zone) of the Ministry of Foreign Affairs or any other government authority due to the pandemic
situation. No coverage is provided for tests mandated by national or international authorities for
travel to or from a country of residence.
• Your travel against any health requirements stipulated by the carrier, their handling agents or any
other public transport provider.
• Any event which is not explicitly mentioned in the General Conditions of this policy is excluded.
• Claims where you have not provided the necessary documentation requested by us at your
expense. We may also ask for more documentation than what is listed to substantiate your claim.
• Any circumstances known to you before the purchase of your policy or at the time of booking any
trip which could reasonably have been expected to lead to a claim under this policy.
• A condition for which you are not taking the recommended treatment or prescribed medication as
directed by a medical practitioner.
• Medical Emergency Expenses for which we have not provided our approval.
• Expenses already known before the start of the trip.
• Pre-existing and diagnosed condition with a risk of getting worse.
• Relapse or deterioration of an illness or pathological condition existing before the trip.
• Your own unlawful action or any criminal proceedings against you or any loss or damage
deliberately carried out or caused by you.
• An illness or accident occurring as the result of an illegal or unauthorised activity (crimes, brawls –
except for self-defense).
• Competitive sports practiced at professional level.
• Accidents occurring during a motor race in which the insured party takes part as a competitor or
as an assistance to a competitor.
• Any claim resulting from you using any drug not prescribed by a medical practitioner, being
addicted to, abusing or being under the influence of drugs, or alcohol.
• Self-exposure to needless peril (except in an attempt to save human life).
• Any claim resulting from assisted suicide/Euthanasia.
• Any claim resulting from your involvement in a fight except in self-defence.
• You climbing, jumping or moving from one balcony to another regardless of the height of the
balcony.
• You skiing against local authoritative warning or advice, off piste skiing or snowboarding where an
avalanche warning of more than 2 is in place, ski stunting, free-style skiing, ice hockey, bobbing,
tobogganing, heli skiing, ski acrobatics, ski flying, ski jumping, ski mountaineering, snowcat skiing,
snow carting or the use of bob sleighs, luges or skeletons.
• Any costs you would have been required or been expected to pay, if the event resulting in the claim
had not happened.
• War, invasion, acts of foreign enemies, hostilities or warlike operations (whether war be declared or
not), civil war, rebellion, terrorism, revolution, insurrection, civil commotion assuming the
proportions of or amounting to an uprising, military or usurped power but this exclusion shall not
apply to losses under EMERGENCY MEDICAL EXPENSES, HOSPITAL BENEFIT and PERSONAL ACCIDENT
unless such losses are caused by nuclear, chemical or biological attack, or the disturbances were
already taking place at the beginning of any trip.

• Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear
waste, from combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous
properties of any nuclear assembly or nuclear component of such assembly.
• No insurer shall be deemed to provide and no insurer shall be liable to pay any claim or provide any
benefit here under to the extent that the provision of such cover, payment or such claim of such
benefit would expose that insurer to any sanction, prohibition or restriction under United Nations
resolutions or the trade or economic sanction, laws or regulations of the European Union, United
Kingdom or United States of America.
• All services that we cannot deliver due to force majeure.
• Any virtual currency including but not limited to crypto-currency, including fluctuations in value.
• Failure of air traffic control, airport computer systems or any travel booking systems, including loss
of access, use, loss of data and system failure caused by a cyber attack.

6.2 EXCLUSIONS APPLICABLE TO SPECIFIC COVERAGES

EMERGENCY MEDICAL EXPENSES, EMERGENCY ASSISTANCE, AND REPATRIATION
• Any claim arising directly or indirectly from any pre-existing medical condition.
• Any claim arising from pregnancy related conditions not due to complications of pregnancy which
first arise after departing on your trip. Normal pregnancy or childbirth or travelling when your
medical practitioner has recorded your pregnancy as being at heightened risk of premature birth,
would not constitute an unforeseen event.
• Claims where you unreasonably refuse the medical repatriation services we agree to provide and
pay for under this policy. If you choose alternative medical repatriation services, you must notify
us in writing in advance, and it will be at your own risk and own cost.
• Any costs you incur outside the country of residence after the date our Chief Medical Officer tells
you should return home or we arrange for you to return home. (Our liability to pay further costs
under the section MEDICAL EXPENSES, EMERGENCY ASSISTANCE, AND REPARTRIATION after that
date will be limited to what we would have paid if your repatriation had taken place).
• Any treatment which is not a surgical or medical procedure with the sole purpose of curing or
relieving acute unforeseen illness or injury.
• Any expenses which are not usual, reasonable or customary to treat your bodily injury or illness.
• Any treatment or diagnostic testing that was pre-planned or pre-known by you.
• Any form of treatment or surgery, which in the opinion of our Chief Medical Officer can be
reasonably delayed until your return to the country of residence.
• Expenses incurred in obtaining or replacing medication, which at the time of departure is known to
be required or to be continued outside the country of residence unless stolen or damaged.
• Treatment or services provided by a private clinic or hospital, health spa, convalescent or nursing
home or any rehabilitation centre unless agreed by us.
• Treatment costs for cosmetic reasons unless our Chief Medical Officer agrees such treatment is
necessary as a result of an accident covered by this policy.
• Any expenses incurred after you have returned to your country of residence unless previously
agreed to by us.
• Any claim arising from your failure to obtain any recommended vaccines, inoculations or
medications prior to your trip.
• The cost of flight tickets exceeding economy class for an accompanying non-medical escort in the
event of medical repatriation (any increase in cost due to requested upgraded flight tickets must be
at the personal expense of the person(s) travelling).
• The cost of dental treatment involving the provision of dentures, artificial teeth or the use of

precious metals and not for the immediate relief of pain.

• All costs not recognised by National Institute for Health & Disability Insurance.
• Health cures, sojourns in a convalescent establishment and convalescent, rehabilitation and
physiotherapy care.
• Periodical examinations for monitoring or observation purposes, as well as the costs of spectacles,
contact lenses, medical devices and the purchase or repair of prostheses.
• Osteopathic treatments, physiotherapy, and alternative medicine.
• Medical check-ups, the costs of contraception.
• Preventive medicine, vaccines and vaccinations.
• Optional or non-urgent care, even if given following an urgent situation.
• Beauty treatments, dietary treatments and any costs of diagnosis or treatment not officially recognised
(homeopathy, acupuncture, etc.).
• Benign diseases or lesions that do not prevent the insured party from pursuing his/her journey.
• Depression and/or mental illness, unless it appears for the first time.
• Repatriation for an organ transplant.
• Medical costs associated with the planned diagnostics and/or planned medical treatment, as well as
theirs consequences.
• This is not an individual private medical insurance to cover cost from normal follow up on health
issues with your medical practitioner, to come forward to periodical examinations/ad hoc for
monitoring or observation purpose.
• This is not an individual private medical insurance to cover costs associated with routine follow-
ups on health issues with your medical practitioner, ordinary doctor's visits, nor for periodic
examinations or ad hoc visits for monitoring or observation purposes.

BAGGAGE
• Reimbursement for items purchased after your baggage was returned.
• Reimbursement where itemised receipts are not provided.
• Loss or damage due to delay, confiscation or detention by customs or other authority.
• Loss or damage due to breakage of sports equipment or damage to sports clothing whilst in use.
• Damage caused by wear and tear, depreciation, deterioration, atmospheric or climatic conditions,
moths, vermin, any process of cleaning, repairing or restoring, mechanical or electrical breakdown
or liquid damage.
• Baggage and Valuables left unattended at any time (including in a vehicle or in the custody of
carriers) unless deposited in a hotel safe or locked safety deposit box.
• Claims arising from baggage shipped as freight.

PERSONAL LIABILITY
• Liability which has been assumed by you, which would not apply had you not agreed to take on the
liability.
• Pursuit of any business, trade, paid or unpaid voluntary work, profession or occupation or the
supply of goods or services. c. Ownership, possession or use of firearms, vehicles, aircraft or
watercraft (other than surfboards or manually propelled rowboats, punts, canoes).
• Ownership, possession or use of firearms, vehicles, aircraft or watercraft (other than surfboards or
manually propelled rowboats, punts, canoes).
• The transmission of any communicable disease or virus.
• Punitive or exemplary damages.

TRAVEL/PERSONAL ACCIDENT
• Any claim arising directly or indirectly from any pre-existing medical conditions.
• Claims arising from self-inflicted harm, including suicide or attempted suicide, are excluded from
coverage.
• Any disability or death that is caused by a worsening of physical health and not as a direct result of
a bodily injury.

7. HOW TO MAKE A CLAIM

In the event of an emergency requiring assistance or urgent medical support, you should contact us at:
+32 2 552 53 98.

For all other claims, please visit our online AXA CLAIM service at [Link] — the easiest
way to submit your claim and upload supporting documents, such as receipts. Claim anytime, anywhere.
As an exception, if the digital application via our AXA claims platform is not an option, you may submit your
claim by mail. Please note that the default method for submitting claims is online, and digital submission
is the fastest way to have your claim processed. Correspondence should be sent to claims-
[Link]@[Link].

To facilitate the claims process, it is advisable to have the specific conditions related to your policy on hand
when submitting your claim. For detailed instructions, please refer to the sections titled HOW TO CONTACT
US, at the beginning of your present General Conditions. Please also refer to the OBLIGATIONS OF THE
INSURED PARTY AND POLICYHOLDER section to understand your responsibilities.

We ask that you notify us within 28 days (unless otherwise stated) of you becoming aware of needing to
make a claim and return the completed claim forms with any additional requested documentation as soon
as possible. Please keep a copy of all documents sent to us. To help us agree a quick and fair settlement of
a claim, it may sometimes be necessary for us to appoint a claims handling agent. You will need to obtain
some information about your claim while you are away.

We may ask for more documentation than what is listed below to substantiate your claim. If you do not
provide the necessary documentation your claim could be refused.

Below is a list of the documents required to assist us in processing your claim as quickly as possible. Please
also refer to the section titled YOUR BENEFITS for further information and specifics regarding your claims
related to specific benefits and the necessary documentation.

7.1 FOR ALL CLAIMS

• Your original booking invoice(s) and travel documents showing the dates of travel and booking
date.
• Original receipts and accounts for all out-of-pocket expenses you have to pay.
• Original bills or invoices you are asked to pay.
• Details of any other insurance that may also cover the incident.
• Any documentation you have to substantiate your claim
• For all claims relating to illness or injury a medical certificate will need to be completed by the
treating medical practitioner treating you. Or any claims due to a death we will require a copy of
their death certificate.
• Original receipts or proof of ownership for stolen, lost or damaged item(s).
• Top-up coverages are only claimable by you if they have been purchased and are specified in the
Special Conditions.
• We may request proof of your date of entry into the territorial area covered by sending us a copy
of the relevant pages of your passport, including your personal details and the entry stamp.

7.2 BAGGAGE PROTECTION

• If your baggage is lost or stolen a police report confirming you reported the incident to the police
within 24 hours of you noticing the item(s) missing.
• If lost or damaged by the carrier please obtain a PIR (Property Irregularity Report) and letter from
the airline confirming the item(s) lost. Please also keep all luggage tags where possible.
• A damage report and repair estimate for damaged item(s).
• Keep any damaged items beyond repair as we may need to inspect them.
• Original receipts for any additional accommodation or travel expenses incurred.

7.3 EMERGENCY MEDICAL EXPENSES

• In case of any medical emergency you must contact us at: +32 2 552 53 98 as soon as possible.
• For outpatient treatment (excluding fractures) you should pay for the treatment. If you have any
doubts, please call us. Please keep all original receipts and obtain a medical report from the
hospital confirming the illness or injury, any treatment and admission and discharge dates if
applicable.
• A medical report from the medical practitioner confirming the treatment and medical expenses.
• If there are any outstanding expenses please send a copy of the outstanding bill. Please also mark
on it that it remains outstanding.
• If you incur any additional expenses after the prior authorisation by us, please provide these
receipts.

7.4 TRAVEL/PERSONAL ACCIDENT

• Detailed explanation of the circumstances surrounding the incident, including photographs and
video evidence (if this applies).
• A medical certificate from the medical practitioner to confirm the extent of the injury and
treatment given including hospital admission/discharge.
• A death certificate (where applicable).
• Full details of any witnesses, providing written statements where possible.

7.5 PERSONAL LIABILITY

• Detailed explanation of the circumstances surrounding the incident, including any photographs
and video evidence (where applicable).
• Every writ, summons, or other correspondence received from a third party.
• Full details of any witnesses, providing written statements where possible

8. ABOUT YOUR COVER

8.1 TERRITORIAL COVERAGE
Your Basic cover is applicable in all countries within the Schengen Area at the time of the insured event, as
well as in the following non-Schengen countries: San Marino, Andorra, Monaco and Vatican City. All
incidents that give rise to a claim for payment are subject to the territorial limits of your cover. In all
instances, this territorial coverage does not extend to the country of residence of the insured party.
Under no circumstances can we provide coverage for countries that are subject to sanctions.

8.2 START AND END OF THE CONTRACT

The insurance will commence and terminate on the date specified in the Special Conditions as the starting
date and termination date of the cover period, respectively, and provided that the premium has been paid.
Your trip may not exceed the cover period shown in the Special Conditions.

Your policy will not be automatically renewed upon the expiration date. Unless there are exceptional
circumstances, as described under EXCEPTIONAL RENEWAL OF CONTRACT FOR NON-EU NATIONALS, the
contract cannot be renewed without the insured party exiting the SCHENGEN area or the other countries
mentioned under TERRITORIAL COVERAGE.

Please also refer to the ELIGIBILITY CRITERIA for taking out the policy.

8.3 DURATION OF THE CONTRACT

The cover period defines the start and end dates of your insurance and is specified in your Special
Conditions. This is a single trip contract, intended to cover only one trip. In any case, the trip duration
allowable by us is limited to a maximum of 180 consecutive days and, in all cases, is restricted to your cover
period.

8.4 PREMIUM PAYMENT

The premium indicated when the policy is purchased includes taxes and contributions. It is payable online
electronically at the time the policy is taken out.

8.5 RIGHT OF WITHDRAWAL AND COOLING-OFF PERIOD

The right of withdrawal is not applicable for coverage periods of less than 30 days.

You have the right to withdraw from the policy within 14 calendar days. This withdrawal is free of charge
and does not require justification. In all cases, reimbursement will exclude transaction costs, as well as any
money transfer or currency exchange fees. We also reserve the right of withdrawal.

To exercise your right of withdrawal, it is sufficient to contact us in a timely manner. You can easily do this
via our website by sending an email. Your cooling-off period of 14 days begins from the conclusion of the
contract or the payment of the premium, whichever is later. Your withdrawal takes effect on the day the
email is sent. Our cancellation will take effect 8 days after notification.

In the event of withdrawal, we will refund the full premium paid. However, if your trip occurs during this

cooling-off period of 14 days and the policy is already active, you waive your right of withdrawal, and
therefore no refund will be granted.

8.6 REFUND
Under this policy, there are three circumstances in which we will provide you with a refund.
• Firstly, when you lawfully exercise your right of withdrawal during the cooling-off period (see RIGHT OF
WITHDRAWAL AND COOLING-OFF PERIOD).
• Secondly, in the event that you are unable to obtain a visa approval and, consequently, will not be able
to travel to the area specified under the territoriality of this cover.
• Thirdly, in the unfortunate event of your passing prior to the commencement of the trip, which would
prevent you from benefiting from the policy as the risk can no longer materialise.

In all the mentioned cases, we will fully refund your premium following your mandatory contact with us.
However, our reimbursement will exclude transaction costs, as well as any money transfer or currency
exchange costs. You can reach out via our website by selecting the applicable option and sending us an
email. The documentation you will need to provide includes, in the second case, an official document from
the rightful authority confirming the refusal of your visa, and in the third case, your death certificate.

8.7 OBLIGATIONS OF THE INSURED PARTY AND POLICY HOLDER

PREMIUM PAYMENT
The policyholder undertakes to pay the premium, which must be done online at the AXA SCHENGEN
website at the moment this insurance cover is taken out. The benefits of the current insurance contract will
take effect only after the first premium has been paid.
OBLIGATIONS IN THE CASE OF A CLAIM
In the event of an occurrence for which the coverage of this policy applies, you and/or the policyholder
must comply with the following obligations so that we can provide the agreed benefits:
• You undertake to inform us of any claim as soon as you become aware of it. You must strive to
report the claim to us within 28 days after becoming aware of it.
• You must provide all information that we request related to the claim and cooperate fully to ensure
that the insured benefits can be delivered smoothly, allowing us to retain all rights to recover any
payments made from the liable party.
• You must take all reasonable measures to prevent and lessen the consequences of the claim.
• You undertake to do the following within a maximum period of one month after our intervention.
o Submit the documents justifying the expenses we previously agreed upon;
o Provide proof of the facts giving entitlement to the payments guaranteed;
o Return any travel tickets that were not used for which we have paid.
• Immediately take any steps necessary with regard to the Social Security and/or provident
organisations covering the same expenses to obtain their recovery.
• Please also refer to the section HOW TO MAKE A CLAIM to declare your claim.

PENALTIES
• If the insured fails to comply with any of these obligations, it may result in a disadvantage to us. In
that case, we may deduct the loss we have incurred from the compensation we are required to pay.
• We may decline insurance coverage if the insured party or policyholder commits fraud or
intentionally attempts to deceive us by failing to fulfill any of the obligations listed above.

8.8 BANK TRANSFERS OUTSIDE EUROPEAN UNION

The applicable excesses are listed in the Benefit Table. However, please note that when the insured party
is reimbursed, any bank transfer made outside the European Union will incur a charge of €20. Any
reimbursement payments are always made in euros and using the initial payment method.

8.9 INTERNATIONAL SANCTIONS

The Insurer shall be deemed to provide cover and no (re)insurer shall be liable to pay any claim or provide
any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of
such benefit would expose that Insurer to any sanction, prohibition or restriction under United Nations
resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom
(UK) or United States of America (USA).

8.10 SUBROGATION AND PLURALITY OF INSURANCE COVER

RESPONSIBLE THIRD PARTY
We are, after providing assistance or paying indemnities, subrogated up to the amount thereof in the rights
and lawsuits of the insured parties against the third parties responsible for the damage.

If, because of the insured party, that subrogation can no longer produce its effects in favor of us, we may
reclaim restitution from the insured party of the policyholder, or the indemnity paid, up to the extent of the
prejudice suffered.

Except in the case of criminal intent, we shall have no recourse against the descendants, the ancestors, the spouse
or relations directly related to the insured party, nor against any persons living in the latter’s home, his/her
guests or members of his domestic staff.

However, we may take recourse against those persons to the extent that their responsibility is effectively
guaranteed by an insurance contract
PLURALITY OF INSURANCE COVER
We will only intervene after the cover granted by other provident organisations or Social Security services
to which the insured party is entitled has been exhausted. If those organisations provide between them for
a method of covering the cost of the claim different from the one mentioned above, we shall opt for the
distribution key provided by Art. 99 of the law of 4 April 2014.

We are, after providing assistance or paying indemnities, subrogated up to the amount thereof in the rights and
lawsuits of the insurers against the third parties responsible for the damage.

8.11 CORRESPONDENCE
Communications or notifications destined for the insured party and/or policyholder shall be validly sent to
the electronic address (e-mail) that the latter has indicated in the contract or which he notifies subsequently
to us.

Communications or notifications from the insured party shall be validly sent to us, boulevard du Régent, 7,
1000 Brussels, BELGIUM. Or submitted via the contact page at AXA SCHENGEN website.

8.12 JURIDICTION
Any dispute arising between the parties shall come under the exclusive jurisdiction of the Courts of Brussels
(Belgium). The present contract is governed by Belgian law.

8.13 LIMITATION PERIOD

The statutory limitation period is three years. This means that after this period, you can no longer make a
claim under this insurance.

8.14 CLIENT SATISFACTION AND COMPLAINTS

CUSTOMER CARE
We make every effort to provide you with the highest standards of service. If on any occasion our service
falls below the standard you would expect us to meet, the procedure below explains what you should do.

In the event of a complaint relating to our services, please visit the contact section on our AXA SCHENGEN
website and select the option to file a complaint. You will need to fill out the complaint template. This is the
easiest and fastest way to have your complaint addressed. We will review it with the utmost care. If,
however, you are unable to submit your complaint using this method, you can also reach out to us via email
or post.
• By e-mail: [Link]@[Link]
• By Post: Customer Care
AXA Assistance
Boulevard du Régent 7, 1000 Brussels, Belgium

The complaint will be examined as quickly as possible by the AXA Assistance Customer Care department
and processed within a reasonable time limit.
OMBUDSMAN
If you are still not satisfied with the solution after this, you may contact the Ombudsman.
Ombudsman, Ombudsman des Assurances,
Square de Meeûs, 35, B-1000 Brussels, Belgium
(info@[Link]),
+32 02 547 58 71, [Link]
without prejudice to the right that the Policyholder has to legal process.

8.15 PROCESSING PERSONAL DATA

DATA CONTROLLER
The Data controller responsible for processing the insured data’s is INTER PARTNER ASSISTANCE SA, whose
contact details can be found here before.

DATA PROCESSING PURPOSES

The personal data you provide to IPA SA via the website may be processed by IPA SA for the following
purposes:
• Provision of assistance services,
• Management and performance of the contract or insurance policy submitted with IPA SA,

• Development, management, adaptation, and updating of the website and/or its features,
• Analysis (including technical or statistical analysis) of website uses and/or its features and
connections to the website,
• Management of the register of persons,
• Customer service,
• Detection, prevention, and combating of fraud,
• Anti-money laundering and terrorist financing,
• Portfolio monitoring,
• Compliance with the legislation (tax, social security, accounting, etc.) applicable to the assistance
services provided for in your contract or insurance policy,
• Statistical research,
• Direct Marketing.

Insofar as disclosure of personal data is necessary for the purposes listed above, personal data may be
disclosed to other AXA Group companies, to companies and/or to persons working with these companies
(lawyers, experts, medical advisers, reinsurers, co-insurers, insurance intermediaries, service providers,
other insurance companies, representatives, pricing monitoring office, claims settlement offices, Datassur).

The data may also be disclosed to the supervisory authorities, the relevant public departments, and to any
other public or private body with which IPA SA may be required to exchange personal data in accordance
with applicable legislation.

RECIPIENTS
Given that the insured data needs to be processed to achieve the purposes listed above, that data may be
shared with other companies within the AXA Group, and with companies and/or persons working with the
former (e.g. lawyers, experts, medical advisors, re-insurers, co-insurers, insurance intermediaries, service
providers, electronic archiving services, other insurance companies, representatives, the fee monitoring
office, claims settlement offices, Datassur). This data may also be shared in accordance with applicable
legislation with competent authorities, relevant government departments and any other public or private
body with which IPA SA and its subcontractors may be required to exchange personal data in accordance
with the applicable legislation.

TRANSFER OF DATA OUTSIDE THE EUROPEAN UNION

The other companies within the AXA Group, partner companies, or third parties concerned may be located
within or outside the European Union. In the event of data transfers to third parties outside the European
Union, IPA SA and its subcontractors shall comply with applicable legal and regulatory provisions regarding
such transfers. It shall in particular, ensure an adequate level of protection for any personal data transferred
in accordance with the alternative mechanisms set up by the European Commission, such as standard
contractual clauses, or with AXA Group’s own binding corporate rules governing intragroup transfers (Mon.
B. 6/10/2014, p. 78547).

SECURITY
IPA SA shall ensure compliance with the specific rules applicable to the processing of the data subject’s
health data, and shall take all necessary technical and organisational measures to that end.

• This data will only be processed either with the insured express written consent, or to safeguard the
Insured legitimate interests should the insured be physically or legally incapable of giving such
consent.
• This data will be processed under the supervision of doctors (medical advisors) who are subject to
medical confidentiality by specially appointed employees of IPA SA.
• Medical certificates, medical data and information – or other documents containing such data –
which are necessary for negotiating, concluding or performing the contract, including the provision
of the services, are only shared with the psychology/medical team. Similarly, members of the
psychology/medical team will only share with IPA SA or with specially appointed employees, data
relating to the current state of health of those concerned and strictly relevant to the risk for which
these documents were prepared.
• Such data is only shared where strictly necessary and where the recipients of that data offer
sufficient guarantees to ensure that specific data processing rules are observed.

DATA STORAGE
IPA SA and its subcontractors shall store for the term of the contract personal data collected relating to the
insured connections to the app, the platform, their personal account, any communications between the
insured and the doctor, as well as communications relating to the insurance policy. This data will also be
updated whenever circumstances so require, and the data retention period may be extended beyond the
statutory period or limitation period, so as to be able to respond to any requests or claims received after
the contract has expired or the claims file has been closed.

In accordance with applicable legal provisions and without prejudice to the rules applicable to processing
personal data, IPA SA shall, under conditions of reasonable security, keep a record of the insured
connection history to the platform and their personal account, as well as the message history and record of
documents exchanged via the platform. The insured hereby acknowledges and accepts that these records
will be considered proof of provision of the insurance, of communications between the doctor and the
insured.

NEED TO PROVIDE PERSONAL DATA

Personal data relating to the insured that IPA SA and its subcontractors request to provide are necessary
for the provision of the insurance. Failure on the part of the insured to provide such data may make it
impossible to enter into the contract, perform it properly or provide the insurance.

CONFIDENTIALITY
IPA SA and its subcontractors have taken all the necessary steps to ensure the confidentiality of any
personal data it receives, and to prevent any unauthorised access, misuse, modification or erasure of that
data. To this end, IPA SA always complies with standards relating to security, and continuity of service, and
regularly assesses the level of security of its own processes, systems and applications, as well as those of its
partners.

INSURED RIGHTS
The insured is entitled, upon request:

• To obtain confirmation from IPA SA as to whether their personal data has been processed, and if
so, to access that data;
• To rectify and, where appropriate, complete any personal data which is not correct or complete;
• To request their personal data be erased in certain circumstances;
• To restrict the processing of their personal data in certain circumstances;
• To object, for reasons relating to their particular situation, to their personal data being processed
by IPA SA and its subcontractors, even where there is a legitimate interest. The data controller shall
subsequently not process the insured personal data any further, except where it can demonstrate
that there are legitimate and compelling grounds for doing so which outweigh the insured interests,
rights and freedoms;
• To object to their personal data being processed for direct marketing purposes, including profiling
for direct marketing purposes;
• Not to be the subject of a decision based exclusively on automated processing, including profiling,
with legal consequences concerning them or which significantly affect them. However, if this
automated processing is necessary for the conclusion or the performance of a policy, data subjects
are entitled to ask for human intervention from IPA SA, to express their point of view, or to contest
the decision taken by IPA SA;
• To receive the personal data which they have provided to IPA SA and its subcontractors in a
structured, commonly used and machine-readable format; to send that data to a different
controller, where (i) their personal data was processed with their consent or for the purposes of
performing a contract and (ii) the data is processed using automated processes; and to have their
personal data sent directly from one controller to the other where technically possible;
• To withdraw their consent at any time, without prejudice to the processing of personal data
performed legally and with the data subject’s consent, prior to the date consent was withdrawn.
The insured is hereby informed that if they do withdraw consent, they will no longer be able to
access the services or their personal account.

CONTACTING IPA SA
To exercise their rights, the insured can contact IPA SA at either of the following addresses, making sure to
attach or enclose a photocopy of both sides of their identity card:

By post:
INTER PARTNER ASSISTANCE SA - Data Protection Officer,
Boulevard du Régent 7, 1000 Brussels, Belgium

By email:
[Link]@[Link]

IPA SA shall process all requests it receives within the deadlines provided for by law. Unless the request is
manifestly unfounded or excessive, the processing of such requests is not subject to payment.

MAKING A COMPLAINT
If an insured considers that IPA SA has not complied with data processing regulations, the data subject is
encouraged to contact IPA SA in the first instance.
The insured may also file a complaint with the Personal Data Protection Authority at the following address:
Rue de la Presse, 35 – 1000 Brussels, Belgium
Tel: + 32 2 274 48 00.
commission@[Link]

The insured may also file a complaint with their local court.

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AXA Schengen Travel Insurance Terms

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AXA SCHENGEN

SCHENGEN TRAVEL INSURANCE

3.5 DUAL INSURANCE

3.6 HOW TO CONTACT US?

The following information must be given:

OTHER REASONS FOR CONTACT

4. THE BENEFIT TABLE

5.1 MEDICAL EXPENSES, EMERGENCY ASSISTANCE, AND REPARTRIATION

Top-up coverage for medical expenses:

EMERGENCY DENTAL EXPENSES

Travelling with Under 18s: Their Assistance in Case of Your Repatriation

5.2 EMERGENCY ASSISTANCE

TELECONSULTATION DOCTOR PLEASE!

5.3 ASSISTANCE IN THE EVENT OF DEATH

REPATRIATION AND BURIAL OF YOUR REMAINS

ASSISTANCE WITH FORMALITIES

5.5 PERSONAL LIABILITY

5.6 TRAVEL/PERSONAL ACCIDENT

6.2 EXCLUSIONS APPLICABLE TO SPECIFIC COVERAGES

precious metals and not for the immediate relief of pain.

7. HOW TO MAKE A CLAIM

7.1 FOR ALL CLAIMS

7.2 BAGGAGE PROTECTION

7.3 EMERGENCY MEDICAL EXPENSES

7.4 TRAVEL/PERSONAL ACCIDENT

7.5 PERSONAL LIABILITY

8. ABOUT YOUR COVER

8.2 START AND END OF THE CONTRACT

8.3 DURATION OF THE CONTRACT

8.4 PREMIUM PAYMENT

8.5 RIGHT OF WITHDRAWAL AND COOLING-OFF PERIOD

8.7 OBLIGATIONS OF THE INSURED PARTY AND POLICY HOLDER

8.8 BANK TRANSFERS OUTSIDE EUROPEAN UNION

8.9 INTERNATIONAL SANCTIONS

8.10 SUBROGATION AND PLURALITY OF INSURANCE COVER

8.13 LIMITATION PERIOD

8.14 CLIENT SATISFACTION AND COMPLAINTS

8.15 PROCESSING PERSONAL DATA

DATA PROCESSING PURPOSES

TRANSFER OF DATA OUTSIDE THE EUROPEAN UNION

NEED TO PROVIDE PERSONAL DATA

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