ING Assistance. General terms and conditions

Transcription

1 ING Assistance General terms and

2 YOUR QUALITY GUARANTEE 2 ING Assistance guarantees quality: when you call you will be answered personally you will always receive an answer straightaway you will always be assisted in your own language (English, French, German, Dutch) in the case of assistance to people in the event of repatriation from abroad, you will be assisted by a multilingual Belgian medical team. This medical team will bring along the necessary medical equipment supplied by ING Assistance, so we can ensure that it is in perfect working order. your medical expenses incurred abroad will be refunded up to EUR 100,000 per insured person. in the case of travel assistance comprehensive information service, available before and during your trip, 24 hours a day in the case of vehicle assistance assistance for your vehicle within 30 minutes of your call, except in the case of exceptional weather conditions or severe traffic congestion delivery on the spot of a replacement vehicle in category B (1300 to 1400 cc) in the case of home assistance if you are unable to enter your home following the loss or theft of your keys we will: send out a locksmith within the hour (at your request) if you live in a urban area and make your call during daytime working hours send out a locksmith within two hours (at your request) if you live in the country or make your call during the night or weekend Card registry you will immediately receive a list (by phone and/or in writing) of your cards and their numbers (credit cards, payment cards, advantage cards, etc.) and if necessary we take appropriate action to block the cards our service an efficient and professional organisation and provision of assistance in conjunction with the international network of Inter Partner Assistance as far as possible and within the restrictions stipulated in the General Terms and Conditions, assistance will be organised according to your specific wishes the company will reply to any correspondence regarding ING Assistance within 7 working days of receipt all expenses incurred that fall within the General Terms and Conditions of your ING Assistance will be refunded within 7 working days provided we have received all the required supporting documentation and the file is complete.

3 TABLE OF CONTENTS 4 DEFINITIONS 4 ING Assistance 4 The insurer 4 The insurance agent 4 The policyholder 4 The insured party 4 The insured vehicle(s) 4 Road accidents 4 Accidents with injury 4 Competent medical authority 5 Luggage 5 Domicile 5 Second home 5 Illness 5 Terrorism 5 INSURED SERVICES 5 Purpose 5 Territorial scope 5 Validity 5 Option Additional months 5 Requests for assistance 5 Repayment of costs advanced and services not guaranteed 5 Submission of documents 5 Telecommunication costs 6 Choice of means of transport 6 Fraud 6 Assistance to people in the event of illness, injury or death 6 In Belgium 6 Abroad 6 Repatriation or transportation of an insured party who is ill or injured 6 Repatriation or transportation of the other insured parties 6 Hospital visits 6 Repatriation and supervision of children under the age of 18 6 Repatriation of pets 6 Medical expenses following an illness or accident 7 Option Medical costs up to EUR 1,000,000 7 Post-treatment medical expenses in Belgium 7 Extension of the insured s stay abroad 7 Urgent early return of an insured party 7 Death of the insured during a trip 7 Search and rescue expenses 7 Skiing accidents 8 Transportation of essential medication, glasses, contact lenses and prostheses 8 Exclusions 8 Travel assistance 8 Information service 8 Loss or theft of travel documents and tickets abroad 9 Loss, theft or delay of luggage 9 Assistance if stranded abroad 9 Provision of an interpreter 9 Advancing funds 9 Domestic pets 9 Transmission of urgent messages to Belgium 9 Exclusions 9 Legal assistance 9 In Belgium 9 Abroad 9 Exclusions 9 Assistance for vehicles in Belgium and abroad 9 Breakdown repairs or towing 10 Assistance if you run out of petrol 10 Assistance for flat tyres 10 Unlocking a vehicle 10 Spare parts 10 Assistance to the immobilized vehicle 10 Assistance to the insured parties who are immobilised 11 Assistance in the event of theft/carjacking/homejacking of the insured vehicle 11 Provision of a replacement vehicle in Belgium 11 Provision of a replacement vehicle abroad 11 Exclusions 12 Home assistance 12 Information 12 Medical assistance to injured parties 12 Hospitalisation of a child whose parents are travelling abroad 12 Household help and childminder 12 Pet minder 12 Domicile or second residence in Belgium uninhabitable or severely damaged 13 Assistance of a locksmith 13 Transmission of urgent messages abroad 13 Euro Leisure line 13 Card Registry 13 GENERAL EXCLUSIONS 13 LIFETIME OF THE CONTRACT 13 When does the contract take effect and for how long? 14 When and how to revoke the contract? 14 Previous insurance contracts 14 Term of limitation 14 Subrogation 15 MISCELLANEOUS 15 Correspondence 15 Complaints 3

4 4 DEFINITIONS ING Assistance The organisation set up for the implementation of the agreement between ING Belgium SA/nv and Inter Partner Assistance SA/nv undertakes to provide all the assistance mentioned hereinafter to the insured parties. Insurer The assistance services shall be provided by the insurance company Inter Partner Assistance SA/nv, licensed under the code number 0487 for tourist insurance (Royal Decrees of 4/7/79 and 13/7/79, Belgian Official Gazette of 14/7/1979), whose registered office is located at avenue Louise 166, bte1, 1050 Brussels, Belgium. The insurance agent ING Assistance is offered by: ING Belgium SA/nv, an insurance broker registered with the FSMA under the code number 12381A. The policyholder ING Belgium SA/nv, on behalf of: the holder of the ING Gold Card, or the holder of a ING Current Account. The insured The private individual indicated in the special terms and conditions is the insured person. The following persons are also insured provided they live (are domiciled at and usually reside, i.e. at least 180 days per year) at the same address as the private individual indicated in the special terms and conditions: his/her legal or de facto spouse or partner, his/her unmarried children or the unmarried children of his/ her insured partner, even if they are no longer dependent, his/her other relatives or the other relatives of his/her insured partner (father, mother, brother, sister, grandfather, grandmother, grandchildren). The following parties are also insured: his/her unmarried children, who following the divorce of the parents reside elsewhere in Belgium, provided they are fiscal dependants of the insured party or his/her divorced partner, his/her unmarried children or the unmarried children of his/ her insured partner who reside elsewhere for the purpose of their studies, provided they are fiscal dependants of the insured party or his/her insured partner, his/her unmarried children or the unmarried children of his/ her insured partner who no longer reside with them in a family relationship but are still dependent on them for their means of existence, anyone else who is legally domiciled in Belgium and is travelling and participating in the trip, in the insured vehicle (to the exclusion of the occasional hitchhiker ), free of charge, but solely in the event of a road accident, mechanical breakdown, theft, carjacking or homejacking of the insured vehicle. The insured parties must be domiciled in Belgium, the Grand Duchy of Luxembourg, France or a maximum of 25 km from the borders of these countries or usually reside there (i.e. at least 180 days per year) or if they are normally resident in Belgium (i.e. at least 180 days per year). The insured vehicle(s) The insured vehicle shall be any new or second-hand vehicle such as motor bicycles, cars, general-purpose vehicles, crosscountry vehicles, motor homes, minibuses, company or lease vehicle of which the maximum authorised weight does not exceed 3.5 tons and has a maximum length of 6 meters, identified in the contract by means of the number plate. Any caravan, camping car or trailer for private use and towed by the insured vehicle shall also be covered provided the maximum authorised weight does not exceed 3.5 tons and the length is no greater than 6 metres. The vehicle and the towed object may not exceed a total weight of 7 tons. The vehicle may not be older than 10 years on the date of commencement of the guarantees. Vehicles being used with test drive or trader plates shall not be insured. By extension, the replacement vehicle shall also be deemed to be insured, this means the replacement vehicle notified to ING Assistance which belongs to a third party domiciled in Belgium, for a maximum period of one month. The replacement vehicle must be owned by a Belgian domiciled third party. Vehicles registered abroad may not be insured, except where the insured parties have a domicile in Belgium, the Grand Duchy of Luxembourg, France or a maximum of 25 km from the borders of these countries and the vehicle is regularly used in these countries (i.e. at least 180 days per year). By way of an exception, the vehicles of the staff members of foreign embassies in Belgium, NATO and the European Union institutions located in Belgium shall also be deemed insured vehicles, irrespective of whether they are registered in Belgium or abroad. Such staff members must be registered in the municipal register of a Belgian municipality. Road accidents Any contact between the insured vehicle and a third party or a stationary or mobile obstacle, that renders impossible the continuation of the journey or a proposed journey with the said vehicle, or results in abnormal or dangerous vehicle handling (within the meaning of the provisions of the highway code) that jeopardises the safety of the parties or the vehicle. Accidents with injury A sudden event, beyond the control of the insured party, which results in injury, certified by a competent medical authority and whose origin is extraneous to the body of the victim. Competent medical authority The term competent medical authority refers to medical practitioners recognised under Belgian law or the law applicable in the relevant country.

5 Luggage All personal effects accompanying the insured or transported in the insured vehicle. The following are not deemed to be luggage: gliders, boats, merchandise, scientific equipment, building materials, furniture, horses, and livestock. Domicile The place where the private individual mentioned in the special terms and conditions is domiciled and is normally resident. Second residence The place in Belgium, which is the property of the private individual mentioned in the special terms and conditions or of one of the insured parties, where the insured parties reside occasionally for the purpose of leisure, holidays, etc., with the exception of caravans. Illness Any medically ascertainable spontaneous health ailment. Terrorism Terrorism is defined as: a clandestine organised action or threatened action for ideological, political, ethical or religious purposes carried out by an individual or group in which violence is used or persons or the economic value of tangible or intangible goods are wholly or partly destroyed or to make an impression on the public, create a climate of insecurity or exert pressure on the authorities or to hinder traffic or the normal operation of a service or enterprise. Pursuant to the law of 01 April 2007 regarding the insurance against terrorism acts, the Committee of the TRIP decides whether an event fits the legal definition of an act of terrorism. INSURED SERVICES Purpose The purpose of the agreement is to cover the insured for the risks indicated hereinafter within the restrictions of the guarantees and insured sums stipulated in the contract. All sums stated in the contract are inclusive of costs and taxes. Territorial scope Assistance to people and travel assistance in Belgium, abroad, i.e. the insured parties shall be covered all over the world with the exception of countries in a state of war. Assistance for vehicles in Belgium, in the other countries and islands of geographic Europe, namely Albania, Andorra, Armenia, Austria, Bosnia- Herzegovina, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldavia, Monaco, Netherlands, Norway, Poland, Portugal, Roemenia, Russian Federation, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey (European), Ukraine, United Kingdom, Vatican City, White Russia, Yugoslavia. Home assistance at the domicile in Belgium of the private individual indicated in the special terms and conditions, and at the second residence in Belgium of the private individual indicated in the special terms and conditions or of one of the other insured parties. Validity To be entitled to receive the services guaranteed, the stay abroad may not last longer than 90 days. Events that occur after such a 90-day period shall not give entitlement to the insurance, except in the event the insured has taken out the Additional months option. Option Additional months By choosing the option additional months the normal period of cover for maximally 90 consecutive days abroad is extended by the period mentioned in the special terms and conditions. Requests for assistance To receive the services insured, the insured must apply to ING Assistance at the time of the facts occur. Deviations from this for medical costs abroad are described in the section Assistance for people in the event of illness, injury and death and for vehicles in the section Assistance for vehicles in Belgium and abroad. Repayment of costs advanced and services not guaranteed If, for the purpose of an insured claim, ING Assistance makes an advance payment of expenses incurred, the insured must provide a credit card number so that ING Assistance can debit the sum advanced from the insured person s account or that of his authorised representative. If the claim is not covered by the contract, ING Assistance may assist the insured for humane reasons and in as far as is possible. ING Assistance will insure the benefit provided that it is directly connected with the consequences of the loss. In this case, all ensuing costs are borne by the insured person. In such a case the insured must provide a credit card number so that ING Assistance can debit the sum advanced from the insured person s account or that of his authorised representative. In such cases, the insured shall fully observe the instructions given by ING Assistance. Submission of documents To be entitled to the services insured, the insured must submit to ING Assistance the original invoices for the costs approved by ING Assistance and any other supporting documents requested by ING Assistance within two months of the time of the facts or the request for assistance. Telecommunication costs In the event of assistance being provided under the terms of this contract, ING Assistance shall pay the necessary costs for telecommunication with ING Assistance which the insured incurs abroad for the purpose of the insured claim. ING Assistance shall only be bound by this guarantee in those cases where the insured can present the original invoices or supporting documents for the costs incurred. 5

6 6 Choice of means of transport The choice of the means of transport shall be determined by ING Assistance according to the distance between the place where the incident occurred and the domicile. If: the distance to be travelled is less than 1,000 km, the preferred means of transport shall be the train (first class), the distance to be travelled is greater than 1,000 km, the preferred means of transport shall be the scheduled plane (economy class). Fraud ING Assistance shall maintain close checks for actual fraud and any attempts to defraud. The insured shall be sued in the event of any fraud. With regard to the provision of a replacement vehicle in Belgium guarantee, ING Assistance shall perform these checks in close co-operation with its towing service and the garage owners as well as by means of random checks. Assistance to people in the event of illness, injury or death IN BELGIUM In the event of death occurring in Belgium ING Assistance will only cover the costs of transportation of the corpse from the place of death to the place of burial or cremation. For the other insured sums for persons in Belgium we refer you to the section Home Assistance. ABROAD Repatriation or transportation of an insured party who is ill or injured According to the severity of the case, and in consultation with the attending physician and/or general practitioner, ING Assistance shall organise and cover the costs of the repatriation or transportation of the insured by: air ambulance, by scheduled plane, helicopter, first-class train, ambulance, to a hospital in Belgium close to the domicile of the insured, or to his/her domicile when the person s condition does not necessitate hospitalisation. In the case of countries outside Europe and the Mediterranean region, such transportation shall take place exclusively by scheduled flights. Whatever the case, the decision to transport or repatriate shall depend on the agreement of ING Assistance s medical service. The means of transportation and the place of hospitalisation shall be chosen in the interests of the insured. Repatriation or transportation of the other insured parties If it has been decided to repatriate or transport the insured person who is ill or injured, ING Assistance shall also organise and cover the costs of: either the transportation of the other insured parties, by firstclass train or by scheduled plane, to their domicile in Belgium; or the continuation of their journey, up to the amount of the costs to which ING Assistance would have agreed for their return to Belgium. Hospital visits If ING Assistance s medical team considers that the condition of the insured who is ill or injured does not permit immediate repatriation or it is impossible, and if the hospitalisation abroad is expected to last more than 5 days, ING Assistance shall arrange and pay for the transportation (return journey) of another member of the family by train (first class), or by scheduled plane (economy class) to enable him or her to visit the ill or injured insured person in hospital. The hotel costs (room + breakfast) abroad of the relative shall be covered up to an amount of EUR 100 a day, for a maximum of 10 days. If the hospitalised insured party is a child under the age of 18, the minimum 5-day period shall not apply and both the father and the mother of the child may travel in the same manner to the hospital. The hotel costs (room + breakfast) abroad of the father and the mother shall be covered up to an amount of EUR 100 a day, per person, for a maximum of 10 days. Repatriation and supervision of children under the age of 18 If neither the ill or injured insured person, nor another insured person can take care of the insured children under the age of 18 who are with them, ING Assistance shall cover the travelling expenses of a childminder or a person appointed by the family to take care of the children and accompany them back to their home in Belgium. The hotel costs (room + breakfast) of such person shall be covered up to a maximum of EUR 125. Repatriation of pets In the event of repatriation of an insured party who is ill or injured, ING Assistance shall repatriate any abandoned pets (dogs or cats) if no other insured party is able to take care of them. Medical expenses following an illness or accident The medical expenses following an illness or accident abroad shall be refunded up to a maximum of EUR 100,000 per insured party. An amount of EUR 35 shall be deducted for the administration costs from the amount due to the insured. The following are covered: the doctor s and surgeon s fees, the medication prescribed by a doctor or surgeon, minor dental care following an accident or acute toothache (with the exception of prostheses) up to a maximum of EUR 125 per person, the hospitalisation costs, expenses for transportation by ambulance, sleigh or helicopter, prescribed by a doctor, for a local journey.

7 Option Medical costs up to EUR 1,000,000 By underwriting the option Medical costs up to EUR 1,000,000 the limit for the guarantee Medical costs abroad as a consequence of illness and injury is raised to EUR 1,000,000 for the period stated in the special terms and conditions. Terms and conditions for eligibility Expenses shall be covered once the insured or his/her assignees has received all the refunds or allowances for the same risks covered by the national health service or any other health care institution that covers the same expenses. ING Assistance can provide the insured with information about the terms and conditions under which he/she is entitled abroad to reimbursements from Social Security. However, he/she must obtain the necessary documents himself. Terms of payment In the event that ING Assistance directly pays for the medical expenses incurred abroad, the insured undertakes to submit his/her dossier to his/her health insurance body and to provide ING Assistance with the detailed statement and to hand over to ING Assistance the sums received. If the insured has himself paid the medical expenses incurred abroad, then ING Assistance shall reimburse the amounts that exceed the reimbursement by the health insurance body. Reimbursement by ING Assistance will follow presentation of the original supporting documents and if available the detailed breakdown from the health insurance body. The insured is required to take all necessary steps requested by ING Assistance to obtain the Social Security reimbursements. Post-treatment medical expenses in Belgium Following a physical accident or illness abroad and provided the insured was hospitalised abroad with the approval of ING Assistance s doctor, ING Assistance shall cover the post-treatment medical expenses in Belgium up to a maximum of EUR 2,500 per insured, up to a maximum of one year after the accident or outbreak of the illness and after deduction of the Social Security reimbursement or the health insurance reimbursement of the insured. Extension of the insured s stay abroad ING Assistance shall cover the costs of extending the hotel stay (room + breakfast) up to an amount of EUR 100 a day and per person who is injured or ill, for a maximum of 10 days, provided it is medically prescribed and with the approval of ING Assistance s doctor if the return journey cannot be undertaken on the date scheduled. An insured person who is travelling with the insured and extends his stay also benefits from this cover. Urgent early return of the insured If an insured party who is abroad is obliged to interrupt his/her journey/stay because of: the hospitalisation in Belgium for more than 5 days of an immediate relative (partner, father, mother, child), the death of a member of his family (partner, father, mother, child, brother, sister, grandfather, grandmother, grandchild, mother-in-law, father-in-law, daughter-in-law, son-in-law, brother-in-law, sister-in-law), the death of a partner, irreplaceable for the day-to-day management of the company or the insured s locum in the event of a profession being carried out; ING Assistance shall organise and cover the costs of the journey by train (first class) or scheduled plane (economy class) to the domicile or place of burial or cremation in Belgium: or the journey there and back of one of the insured parties, or the return journey of two insured parties. Where, in such an event, the insured vehicle must be left behind, ING Assistance shall return it with the occupants to the domicile, in accordance with the terms and conditions stipulated in the chapter Assistance for vehicles in Belgium and abroad. Such assistance shall only be provided upon presentation of a medical certificate or death certificate. Death of an insured during a trip In the event of the death of an insured abroad, ING Assistance shall organise and cover the costs of: either: transportation of the corpse from the place of death to the place of burial or cremation in Belgium, the funeral parlour, the coffining, the coffin up to a maximum amount of EUR 1,000, or the burial or cremation abroad, limited to the amount which ING Assistance would have paid in the case of repatriation. In that case ING Assistance will arrange and pay for the travel costs of one family member from Belgium to attend the funeral and will cover the hotel costs of this person up to a maximum of EUR 100 per day for maximally 3 days. If required, the insurer will provide assistance in dealing with the formalities as a result of the death (e.g. contacting the undertakers, information about required administrative steps). Search and rescue costs ING Assistance guarantees the repayment of the search and rescue costs incurred to save the life of or to protect the physical person of the insured, provided the rescue is instigated following a decision taken by the competent local authority or the official emergency services, up to a maximum of EUR 7,500 per insured person. Skiing accident In the event of an accident on the skiing slopes, ING Assistance shall cover the costs for local transportation by sleigh and/ or helicopter. In the event of a skiing accident outside of the skiing slopes, the costs for local transportation by sleigh and/or helicopter are not insured. If the condition of the insured who is injured or ill requires hospitalisation for more than 24 hours and/or repatriation by 7

8 8 ING Assistance, ING Assistance shall refund the ski pass and/or skiing instruction arrangement of the insured that cannot used by the insured as a result of the skiing accident, in proportion to the time left to run (maximum EUR 250). Transportation of essential medication, glasses, contact lenses and prostheses ING Assistance shall supply an insured party with any essential medication, glasses, contact lenses or prostheses that cannot be obtained locally and that are available in Belgium. ING Assistance shall only cover the transportation costs of such articles. The insured must repay the purchase price of such articles to ING Assistance within 2 months following their provision. This service is subject to local and international legislation. Exclusions Assistance not requested at the time of the facts and not organised by or in consultation with ING Assistance; however, the costs for ordinary medical consultations and the resulting pharmaceutical costs for ambulatory patients shall be covered within the limits of this contract, the costs for: benign complaints or injuries that do not prevent the patient from continuing his/her journey, mental illness that was already being treated, chronic illnesses resulting in disorders of the nervous system, the respiratory system, circulation, blood or kidneys, relapses and recuperation from existing complaints that are not yet stabilised and were being treated prior to the date of departure and that encompass a real danger of rapid deterioration, preventive medicine and thermal cures, diagnosis and treatments not recognised by the RIZIV/ INAMI (Belgian national health service), pregnancy problems beyond the sixth month, the purchase and repair of prostheses in general, including glasses and contact lenses, the costs for medical and surgical treatment and medications, prescribed and/or incurred in Belgium, with the exception of those that fall within the post-treatment medical guarantee in Belgium, the costs of burial or cremation in Belgium. Travel assistance For assistance to people in the event of illness, injury or death see the section Assistance to people in the event of illness, injury or death. For assistance for vehicles see the section Assistance for vehicles in Belgium and abroad. Information service ING Assistance provides for a 24-hour a day information service available to the insured with the following information: Information relating to the documents required and the administrative formalities prior to and during a trip: identity documents, passports, visas, customs regulations, regulations relating to domestic pets, exchange rates / foreign currencies, time differences, public holidays, international driving licences, the acceptance of credit cards, the addresses of the foreign consulates and tourist offices in Belgium as well as the Belgian consulates abroad, travel conditions: means of transport, hotels, itineraries the climate and appropriate clothing. Information about health care and prevention for travellers: basic vaccinations, mandatory vaccinations, recommended vaccinations, medical and hygiene precautions according to the destina-... tion country, Information about: vaccination centres, centres for specific treatments / problems that arise after the return from abroad, the conditions entitling the insured to Social Security reimbursements for services provided abroad. Loss or theft of travel documents and tickets abroad In the event of the loss or theft of travel documents (identity documents, passport, driving licence, etc.) ING Assistance shall provide the insured with information about the nearest Belgian consulate or embassy. In the event of the loss or theft of tickets ING Assistance shall provide the insured with the necessary tickets to continue his journey. The insured shall refund ING Assistance the cost of the tickets upon request of the latter. In the event of the loss or theft of cheques, bank cards or credit cards, ING Assistance shall, when requested by the insured, immediately contact the financial institutions in order to implement the necessary security measures. ING Assistance shall organise sending a replacement credit card to the insured who is travelling abroad. If necessary, the insurer will organize and pay for transport to and from the embassy in order to collect the issued documents. The insured is required to report the loss or theft to the local police or any other competent authority immediately.

9 Under no circumstances shall ING Assistance be held liable for any errors or mistakes that may arise through the transfer of the information provided by the insured. Loss, theft or delay of luggage In the event of loss, theft or destruction of luggage or a delay in the delivery of the luggage of more than 12 hours: ING Assistance shall send a suitcase with replacement personal effects to the insured. This suitcase, together with a precise inventory of its contents, must be delivered, at the request of the insured, to the registered office of Inter Partner Assistance nv/sa by a relative or a person appointed by the insured. ING Assistance shall provide compensation up to a maximum sum of EUR 250 per insured for the purchase of the most necessary items locally. The purchases must be justified by payment receipts. In the event of theft the insured will be requested to furnish proof of reporting this to the local police. In the event of theft or loss of luggage during a flight, ING Assistance shall assist the insured to complete the necessary formalities with the competent authorities and shall search for the lost or stolen luggage, as well as with returning any luggage found. Assistance if stranded abroad If the insured is delayed abroad by a force majeure event (strikes, natural phenomena, epidemics, etc.), the insured will reimburse his additional travelling expenses (accommodation and transport costs) up to EUR 100 per day and a maximum of EUR 500 for each insured, subject to the submission of supporting documents for those expenses. Provision of an interpreter If the insured is entitled to an insured service abroad and has difficulties in understanding or speaking the language for the purpose of such assistance, ING Assistance shall provide the insured with assistance locally. Advance of funds If the insured has called on ING Assistance for an insured event and needs an advance to pay the costs, then at the express request of the insured, ING Assistance shall make the equivalent (in foreign currencies) of a maximum of EUR 2,500 available to him/her. To be entitled to this service, the insured must provide a credit card number so that ING Assistance can debit the sum advanced from the insured person s account or that of his authorised representative. Domestic pets If a pet (dog or cat) becomes ill or is injured abroad, ING Assistance shall cover the veterinary fees up to a maximum of EUR 65. Transmission of urgent messages to Belgium ING Assistance shall transmit any urgent messages relating to the insured services stipulated in this contract. Under no circumstances may the contents of such messages involve the liability of ING Assistance and they must comply with Belgian and international legislation Exclusions from Travel Assistance: assistance not requested at the time of the facts and not organised by or in consultation with ING Assistance, the legal consequences in Belgium of proceedings instituted against the insured abroad. Legal assistance In Belgium ING Assistance shall provide a socio-legal information service for its insured persons. This service is available between 8.00 a.m. and 8.00 p.m. Monday to Friday. Outside these hours the assistance service desk employees will take a note of the insured party s request so that one of our legal team can phone the insured party back as soon as possible. The socio-legal service answers all questions relating to any domain of Belgian law: civil law, social law, criminal law, fiscal law, commercial law and judicial law. Abroad ING Assistance will advance: The criminal law bail sum demanded by the government up to a maximum of EUR 12,500 per insured, if as a consequence of a traffic accident an insured party is the subject of a court prosecution; The honoraria of a lawyer to a maximum of EUR 1,250 per prosecuted insured, if as a consequence of a traffic accident an insured party is the subject of a court prosecution. ING Assistance grants for the repayment of the bail sum and the honoria of a lawyer a maximum period of two months counted from the day on which the advance was made. Exclusions from legal assistance any request for assistance not made at the time of the facts and which has not been organised by or in consultation with ING Assistance; the legal consequences in Belgium of a claim made abroad against an insured person. Assistance for vehicles in Belgium and abroad Breakdown repairs or towing If the insured vehicle is immobilized because of: a road accident, a mechanical defect, attempted theft, or vandalism or carjacking, or homejacking, a fire, explosion, implosion, flames and/or lightning, damage caused by an animal ING Assistance shall organise and cover the costs of sending a breakdown mechanic and removal of the vehicle to the nearest garage if necessary. If the insured does not call for the help of ING Assistance for breakdown repairs and towing of his vehicle, then ING Assistance shall reimburse him to a maximum of EUR 200 upon submission of the invoice of the towing service used. This limit 9

10 10 does not apply if the insured was taken away by ambulance and was thus incapable to ask for the insurer s services. The insured shall bear all repair costs. Assistance if you run out of petrol If the insured vehicle is immobilised because it has run out of petrol, ING Assistance shall tow the insured vehicle to the nearest petrol station. The insured shall bear the petrol costs. Assistance for flat tyres If the insured vehicle has a flat tyre, ING Assistance shall organise and cover the costs of changing the tyre at the place of immobilisation if the insured is unable to change the tyre him/herself. In the event of several flat tyres occurring at the same time, ING Assistance shall cover the costs of moving the insured vehicle to the nearest garage. Unlocking a vehicle If the insured is unable to open the insured vehicle because the key is inside the vehicle, ING Assistance shall organise, after presentation of the identity documents of the insured, the unlocking of the car doors. Once the doors have been opened, ING Assistance shall have the right to consult the car documents. ING Assistance shall not be required to provide this service if the act of unlocking of the doors may damage the vehicle. In the event of loss or theft of the keys af the insured vehicle, where: there is a spare key at the domicile of the insured, ING Assistance shall organise and cover the costs of a taxi (there and back) from the place of immobilisation to the domicile of the insured, up to a maximum of EUR 65. there is no spare key at the domicile of the insured or if the insured is unable to reach his/her domicile, ING Assistance shall inform the insured of the steps to be taken to obtain a spare key from the manufacturer. Sending of spare parts abroad ING Assistance shall send, by the fastest means, those spare parts that are essential to the proper operation of the vehicle, if they cannot be found locally abroad. The insured shall refund only the price of the spare parts which ING Assistance sends at his/her request. Assistance to the immobilised vehicle If the insured vehicle is immobilised as a result of an insured incident and cannot be repaired within a period of 5 working days abroad, ING Assistance shall provide, at the discretion of the insured, one of the following services: In the case of on-the-spot repairs If the insured decides to have his/her vehicle repaired on the spot without waiting for the repairs to be completed, ING Assistance shall organise and cover the costs of transporting the vehicle to the domicile of the insured or the provision of a first-class train ticket or a plane ticket (economy class) in order to collect the repaired vehicle. Where necessary, ING Assistance shall pay for a 1-night stay at a hotel abroad up to a maximum of EUR 100. If the vehicle is not repaired on the spot If the insured does not wish to have his/her vehicle repaired on the spot or if it is not possible to repair the vehicle on the spot, ING Assistance shall organise and cover the costs of transporting and repatriating the vehicle to a garage in the vicinity of the insured s domicile, chosen by the insured. To allow transportation to take place as quickly as possible, the insured undertakes to abide by the directives of ING Assistance, to take all necessary steps and to provide ING Assistance with all the required documents. The costs borne by ING Assistance may not exceed the amount of the residual value of the insured vehicle (ref.: Eurotax, a publication of Eurotax Belgium nv/sa). The reimbursement paid by the insurer is in this case limited to the residual value of the insured vehicle. If the insured vehicle cannot be repaired as the result of an accident, or if the repatriation costs are higher than the residual value and the insured decides to leave the wreck behind, the insurer will comply with the necessary formalities for the legal abandonment of the vehicle. An initial description of the state of the vehicle shall be compiled when it is collected and a second when it is delivered. ING Assistance shall be liable for any damage caused during its transportation. ING Assistance shall not be held liable for the theft of any objects or accessories in or on the vehicle. The costs of storing the vehicle from the date of immobilisation until the date of its collection for transportation or repatriation, shall be borne by ING Assistance. In both cases, the insured parties who use the vehicle shall be transported or repatriated in accordance with the terms and conditions stipulated in the section Assistance to the insured parties who are immobilised. If the insured vehicle can be repaired locally following a mechanical defect or traffic accident abroad within 5 working days, it will be repaired locally. The repair costs will be payable by the insured. Assistance to the insured parties who are immobilised If the insured parties are immobilised as a result of an insured incident, ING Assistance shall, at the discretion of the insured (please refer to the section Assistance to the immobilised vehicle ), organise and cover the costs of: in the case of on-the-spot repairs the hotel costs (room + breakfast) pending the essential repair, up to a maximum of EUR 100 per insured, or the costs for a taxi or rental car to enable the insured parties to return to their home or reach their destination address, if it is close to the place of immobilisation. Such assistance is subject to the prior consent of ING Assistance. The above-mentioned reimbursement shall be made exclusively on the basis of original supporting documents. If the vehicle is not repaired on the spot the return, immediately or on an agreed date, of the insured by train (first class), or by plane (economy class),

11 or the costs of a taxi or a rental car up to a maximum of EUR 125 in order to reach the destination address. or only abroad and only in the event your own vehicle is immobilised for at least 24 hours and with the prior consent of ING Assistance, the provision and costs of a rental car type B (1300 cc cc) for a maximum of 5 days, to enable them to continue their journey to the normal destination or to return home and/or to be mobile at their destination. Such cover is only valid within the limits of the regulations applicable to the international movement of rental cars. It is therefore necessary to call for assistance from ING Assistance in advance. Assistance in the event of theft/carjacking/ homejacking of the insured vehicle If the stolen vehicle is found within a period of 6 months, ING Assistance shall, depending on the state of the vehicle, organise and cover the costs of: if the vehicle is roadworthy: providing a first class train ticket or plane ticket (economy class) to the insured to the location where the vehicle is located. Where necessary, ING Assistance shall pay for a 1- night stay at a hotel abroad up to a maximum of EUR 100. the vehicle is not roadworthy: The repatriation shall be organised in accordance with the point Assistance to the immobilised vehicle above. Provision of a replacement vehicle in Belgium a. Whilst waiting for the repatriation of the insured vehicle If the insured so desires whilst waiting for the repatriation of his vehicle he can have a replacement car of the type B (1300 cc cc) for the period until his vehicle is returned with a maximum of 10 days. This guarantee only applies if it is organised by ING Assistance. b. If the insured vehicle is immobilised in Belgium If, following a mechanical breakdown, accident, attempted theft, vandalism, carjacking or homejacking that has occurred in Belgium, the insured vehicle is no longer roadworthy and cannot be started or repaired by the repairman immediately, ING Assistance shall provide the insured in Belgium with a category B (1300 cc cc) replacement vehicle for a maximum time corresponding to the time it takes to repair the vehicle. The term the time it takes to repair the vehicle means: in the case of a mechanical breakdown, attempted theft, vandalism, carjacking or homejacking the normal repair time, in the case of an accident, the period indicated on the assessment report compiled by the assessor appointed by the automobile insurer. In the absence of an assessment report the replacement vehicle will be available for a maximum of 8 consecutive days. If the insured vehicle is completely written off, following one of the above-mentioned situations; ING Assistance in Belgium, shall provide the insured with a category B (1300 cc cc) replacement vehicle for a maximum time corresponding to the time the insured vehicle is immobilised. In all the above-mentioned situations, the maximum period for which the replacement vehicle shall be available is 30 days. If the insured vehicle is stolen, carjacked or homejacked ING Assistance in Belgium shall provide the insured with a category B (1300 cc cc) replacement vehicle until such time as the vehicle has been found, with a maximum duration of 30 days. If the vehicle is recovered within the 30-day period and it needs to be repaired, the period shall be extended for a maximum period corresponding to the repair time, with an additional maximum of 30 days. ING Assistance shall cover any travelling expenses incurred by the insured to accomplish the formalities for the collection and return of the vehicle. The provision of the replacement vehicle is subject to: the insured first calling on ING Assistance to repair or tow the vehicle, observance of the terms and conditions and rules laid down by the company that supplies the vehicle. The terms and conditions laid down by the latter are: a surety to be provided for the rental company during the period that the vehicle is used the vehicle may not be driven abroad in case the contract of the rental company specifically mentions this driver to be over the age of 18 to have been in possession of a driving licence type B for more than one year, not to have been deprived of the right to drive, during the year prior to the rental application. The insured undertakes: to ensure that the vehicle is repaired as quickly as possible, to regain possession of his/her vehicle as quickly as possible, to inform ING Assistance immediately once his/her vehicle has been repaired. The insured shall always bear the costs for fuel, additional insurance, tolls and any fines. Provision of a replacement vehicle abroad For the provision of a replacement vehicle abroad we refer you to the section Assistance to the insured parties who are immobilised. Exclusions from assistance for vehicles: repayment of the costs for spare parts, repairs, servicing or fuel for the insured vehicle, immobilisation of the vehicle for servicing, repetitive defects following the non-repair or servicing of the vehicle if ING Assistance has been called on for two similar or the same defects in the course of the twelve previous months. 11

12 12 Home Assistance Home assistance for the domicile of the insured as well as his/ her second residence in Belgium. Information ING Assistance shall make a 24-hour a day telephone information service available to the insured providing the following information: the address and phone number of the various hospitals and emergency services close to his/her domicile, the address and phone number of the pharmacist and doctor on duty, the address and phone number of the public services. However, ING Assistance cannot, under any circumstances, be held liable if the insured contacts ING Assistance for an emergency service number (fire, police, etc.) instead of contacting the relevant service(s) directly; the address and phone number of the emergency roadside and towing services that operate 24 hours a day or emergency services for urgent repairs in the followings fields: plumbing, woodwork, electricity, television repairs, locksmiths, glaziers. ING Assistance cannot be held liable for the due execution of the works carried out by the staff of the emergency services contacted by the insured; the sole purpose of the help provided by ING Assistance is to communicate one or several useful phone number(s) to the insured in the above-mentioned circumstances. Medical assistance to injured parties If, following an accident in the domicile or the second residence in Belgium of the insured and after the intervention of the emergency services and/or the attending physician, the insured cannot be treated on the spot and needs to be hospitalised, ING Assistance shall organise and cover the costs for transporting the insured to the nearest hospital by ambulance, if necessary under medical supervision. This guarantee shall not apply in the case of illness. If, upon being discharged from hospital, the insured is unable to move normally, ING Assistance shall organise and cover the costs of transporting the insured to his/her home. Such costs shall be covered after deduction of the Social Security reimbursement or the health insurance of the insured. Hospitalisation of a child whose parents are travelling abroad At the request of the parents and subject to the authorisation of the attending physician, ING Assistance shall organise the hospitalisation, for whatever reason, of an insured child under the age of 18 and shall cover the transportation costs, but not the hospitalisation costs. If the child stays in hospital for longer than 48 hours, ING Assistance shall organise and cover the costs for the return home of the insured or his/her spouse or partner who is abroad, by train (first class) or by plane (economy class). Household help and childminder If the insured or his/her partner with children under the age of 18 needs to be hospitalised, in consultation with ING Assistance s doctor, for more than 48 hours as the result of an accident (which occurred in the domicile or second residence in Belgium) then ING Assistance shall organise and cover the costs of a housekeeper and/or childminder (for children under the age of 18) The maximum intervention for both services is limited to 250 EUR together. Pet minder If the insured or his/her partner needs to hospitalised for more than 48 hours as the result of an accident that occurred in the domicile or second residence in Belgium, ING Assistance shall organise and cover the costs of a pet (dog or cat) minder, provided the animal has received the mandatory vaccinations, for a maximum of 48 hours and up to a maximum amount of EUR 65. Domicile or second residence in Belgium uninhabitable or severely damaged If the domicile or second residence in Belgium is uninhabitable or severely damaged as the result of a fire, explosion, implosion, water damage, theft, vandalism or glass breakage, and the insured parties are unable to occupy their home normally, ING Assistance shall: cover the costs incurred by the insured for a 2-night stay in a hotel, with a maximum of EUR 100 per night and per insured. ING Assistance shall also make the hotel reservations and cover the travelling expenses of the insured if he/ she is unable to travel by his/her own means. cover the costs of guarding the property If the insured s domicile or second residence in Belgium needs to be guarded to safeguard the remaining property from theft, ING Assistance shall cover the costs of a night watchman or security guard for a maximum of 72 hours. organise the transfer of the household effects ING Assistance shall organise a van, requiring a category B driving licence and shall cover the rental costs to enable the insured to transfer the effects remaining in the domicile or in the second residence in Belgium. These costs are limited to EUR 250. cover the removal costs, up to a maximum of EUR 250, if the domicile or second residence in Belgium is not habitable within a period of 30 days following the damage. In consultation with the insured, ING Assistance shall organise the removal of the household effects to a new place of residence in Belgium. All effects must be removed within a period of 60 days following the damage. cover the costs for returning to the house. If, at the time of the damage, it is necessary for the insured to return to the unoccupied domicile or the second residence in Belgium and if his/her presence is indispensable, ING Assistance shall provide and cover the costs of a first class train ticket or a plane ticket (economy class), from the place the insured is staying to the domicile in Belgium that has been damaged.

13 ING Assistance reserves the right to re-claim any unused tickets. If the insured is obliged to go back and collect his/ her insured vehicle, ING Assistance shall cover the costs of a single ticket under the same conditions. Assistance of a locksmith If, following the loss or theft of house-keys, or as a result of damage to the front door lock, the insured is unable to enter his/her domicile or second residence in Belgium, ING Assistance shall cover the repair costs and call-out fee of a locksmith, up to a maximum of EUR 250. ING Assistance shall cover one single intervention per insured home, per insurance year. Transmission of urgent messages abroad ING Assistance shall transmit, free of charge, urgent messages to addresses abroad that are related to the guarantees and services insured. Under no circumstances may the contents of such messages commit the liability of ING Assistance and they must comply with Belgian and international laws. Information and leisure reservations service ING Assistance shall make a 24-hour a day (telephone) information service available to the insured providing the following detailed information and reservations service for: hotels and restaurants in Belgium, hotels and restaurants in the major European cities, shows and cultural events in Belgium and Europe, In addition ING Assistance can organise at your request sending flowers and champagne in Belgium. Payment for these services will debited from your credit card. Card Registry ING Assistance offers the insured the possibility of registering his/her credit cards, bankcards, advantage cards, customer cards, identity documents, membership cards, etc. on the basis of their numbers. In the event of theft, loss or destruction of the cards in Belgium or abroad, ING Assistance can provide the insured with a (written or verbal (by phone)) list of all such cards. The insured can ask ING Assistance to block the necessary cards immediately or to give stop-payment instructions to the relevant bodies. ING Assistance shall only be required to provide this service if the insured has had his/her cards registered and has regularly informed the company of any changes. ING Assistance cannot be held liable for missing card numbers or the consequences of the communication of wrong numbers. ING Assistance cannot be held liable for the subsequent conduct of the bodies that issued the cards. ING Assistance reserves the right to refuse to register certain cards without being required to justify such action. GENERAL EXCLUSIONS The guarantee of the contract shall be refused: in the case of events caused by suicide, deliberate action or serious error on the part of the insured, in the event of war, civil war, strikes, riots or popular insurrection, terrorism or sabotage, unless the insured can prove that he/she did not participate in such event, in the event of a nuclear accident as determined by the Convention of Paris of 29th July 1960 and the supplementary protocols or the consequences of radio-isotopic radiation, in the event of motor sport competitions or any professional sporting activity, if the insured engages, as an amateur, in sports deemed to be dangerous, such as aviation sports, combat sports, mountaineering, bobsleigh riding, ski jumping, tobogganing, speleology, steeple-chasing or rock-climbing, if the insured engages in a profession of a dangerous nature, such as acrobatics, animal taming or diving. if the insured engages in one of the following professional activities: climbing on roofs, ladders or scaffolding, going down into pits, mines or shafts, the manufacturing, use or handling of fireworks or explosives, in the case of the need for assistance arising when the insured is drunk, in a punishable state of alcoholic intoxication or a similar state induced by substances other than alcohol, in the case of the consequences of reckless conduct, a bet or challenge, unless the insured can prove that there is no connection between the facts that caused the exclusion and the claim, for the repayment of the travel cancellation costs of the stay or the consequences of strikes, in the event of natural disasters where it is impossible for ING Assistance to provide assistance for reasons beyond its control. LIFETIME OF THE CONTRACT When does the contract take effect and for how long? The contract shall come into effect on the date indicated in the special terms and conditions, at 0.00 a.m. It shall be concluded for a period of one year. On each annual maturity date it shall be automatically renewed for a further period of one year, without any other formalities. Such renewal shall not be implemented if the contract has already been terminated by registered letter sent at least 3 months before the annual maturity date. If the Gold credit card to which the ING Assistance is linked is cancelled, the private individual indicated in the special terms and conditions shall be proposed to link his/her ING Assistance 13

14 14 to his/her bank account. If he/she does not wish to do so ING Assistance shall be automatically terminated on the following maturity date. When and how to revoke the contract? Form Termination shall always be notified either: by registered mail, by writ, by delivery of the letter to the addressee with acknowledge- ment of receipt. Termination at the end of the contract The insurer and the private individual indicated in the special terms and conditions may terminate the contract at least three months before the end of the current period. Termination prior to the end of the contract By the private individual indicated in the special terms and conditions With effect 3 months after the day of signing by the private individual indicated in the special terms and conditions, when he/she decides, following a claim, to waive the insurance within 30 days from the payment or the notification from the insurer of its refusal to pay the compensation, With effect 1 month after the day of signing by the private individual indicated in the terms and conditions when her/she has been informed by the insurer of changes in the rates or in the general terms and conditions, within 30 days of the date of notification of such changes, when this notification was given at least four months prior to the annual maturity date of the contract and within three months counted as from the day of notification when this notification is given less than four months prior to the annual maturity date of the contract. By the insurer: With effect after 3 months after the day of notification by the insurer when the ensurer following a claim, decides to termi- nate the agreement within 30 days after the payment or the notification of its refusal to pay the compensation. Previous insurance contracts The services and repayments stipulated in this contract, shall only be valid as supplements to already existing contracts that cover the same risks or as a supplement to the Social Security contributions to which the insured is entitled. Term of limitation Every claim stemming from this contract shall elapse after three years from the time of the event from which it originated. Subrogation ING Assistance shall be subrogated in the rights and claims of the insured up to the extent of its services with regard to the third parties liable for the damage. The insured may not waive any legal recourse without prior authorisation. If, due to action by the insured, the subrogation can no longer be effected in favour of ING Assistance, ING Assistance may claim a refund of the indemnity paid, to the extent of the loss incurred. The subrogation may not prejudice the insured who may have been only partly indemnified. In this case, he/she can exercise his/her rights for whatever sum is still outstanding, with precedence over ING Assistance. Except in the case of malicious intent, ING Assistance shall have no right of recourse against the relatives in descending or ascending line, partner and direct in-laws of the insured, nor against his/her co-inhabitants, guests and members of his/her domestic staff. However, ING Assistance may exercise its recourse against those persons whose liability is covered by an assistance contract.

15 MISCELLANEOUS Correspondence To be valid, all notifications must be sent to the company: to the registered office of Inter Partner Assistance SA/nv (ING Assistance), avenue Louise 166, bte 1, 1050 Brussels, Belgium, the insurer. The communications or notifications intended for the insured shall be validly sent to the address he/she shall indicate in the contract or the address he/she shall give subsequently to ING Assistance. Complaints Belgian law, including the law of 25 June 1992 on terrestrial insurance agreements, applies to this contract. The policyholder may send any complaints about this contract to: either the ING Customer Service, avenue Sint-Michielswarande 60, B-1040 Brussels Phone Fax ); or the Ombudsman des Assurances, square de Meeûs 35, B-1000 Brussels ( info@ombudsman. as Phone Fax ). This does not exclude the possibility of legal action. 15

16 Documents translated into other languages: The only legally binding versions of all contractual documentation are the French or Dutch language versions. Only the texts drafted in French or Dutch may be used as reference documents if discrepancies are found in documents translated into another language. Information on the protection of privacy The personal information that you have provided in the context of this agreement will be used by: ING Belgium SA/nv, avenue Marnix 24, 1000 Brussels, for the purpose of central administration of clients, administration of accounts and payments, negotiation (of matters such as insurances), loans (in the event of such), portfolio management, marketing of banking- and insurance services, broad overview of the clientele, checks on the transactions and the prevention of irregularities. Inter Partner Assistance SA/nv, avenue Louise 166, bte 1, 1050 Brussels, for the purpose of central administration of clients, production and administration of personal insurances and insurances covering accidents and all sorts of risks, marketing of insurance services, broad overview of the clientele, checks on the transactions and the prevention of irregularities. Inter Partner Assistance, as co-responsible party for the processing, may pass on the personal details to the service providers, whether or not established in a Member State of the European Union and whose intervention is necessary or useful to achieve the aforementioned goal, including AXA Business Services in India (list available upon request). The insurer can provide the information concerning the health of the insured persons and/or other sensitive personal details to the extent necessary for the performance of the guaranteed benefits. Information concerning the health and/or other sensitive personal details is always processed under the supervision of a healthcare professional. A list of categories of persons who have access to this information can be obtained from Inter Partner Assistance SA/NV, Avenue Louise/Louizalaan 166, PB1, 1050 Brussels. This personal information is also provided to the other companies of the ING banking- and insurance group in Belgium (list available on request), for the purpose of central administration of clients, marketing, broad overview of the clientele, provision of their services (as appropriate) and checks on the transactions (including the prevention of irregularities). Every natural person is entitled to inspect the information relating to him/herself thus stored and to have this information amended. He/she can object at any time and at no cost to the use of information relating to him/herself by ING Belgium SA/nv for the purpose of direct marketing and/or to the transmission of this information to other companies in the ING group in Belgium for the same purposes. For all additional information relating to the processing of personal information by ING, please consult Article 5 (Protection of privacy) in the General Conditions of the activities of ING. The Insurer Inter Partner Assistance SA/nv, an insurance company licensed by the FSMA under the code number Registered office: avenue Louise 166 bte 1, B-1050 Brussels - RPM/RPR Brussels - VAT BE BIC: BBRUBEBB - IBAN: BE Insurance agents ING Belgium SA/nv, an insurance broker, registered with the FSMA under the code number 12381A. Registered office: avenue Marnix 24, B-1000 Brussels Brussels RPM/RPR - VAT BE BIC: BBRUBEBB - IBAN: BE EING (2014A)