Dear sales partners,
Travel cancellations and postponements during the Year of Corona 2020 have demanded a lot of flexibility from you and your clients. Insurance policies were re-booked at great administrative expense – in some cases several times – and postponed to future travel dates.
We would like to carry out an evaluation or adjustment of the policy portfolio from the beginning of the second quarter. It is possible that you also have open workflows. Please note the following procedure for this:
- For policies where a re-booking has been pre-booked (without an actual re-booking to a new/specific travel date), we will also honour our commitment for 1 trip. However, the actual travel booking must still take place in 2021. Otherwise, we will refund the pro rata insurance premium.
- Re-bookings are only possible if they are made before departure to a specific new travel booking [please send booking confirmation]. Otherwise, we will refund the pro rata insurance premium.
- A new note for a later re-booking is, therefore, superfluous.
Repeat trip cancellation
- We will refund the pro rata insurance premium for trips for which the booking has already been changed (in some cases several times) and the trip is cancelled again.
This gives you clarity about the actual value of your policy portfolio.
Cancellation regulations for flexi-rates of tour operators
If your customers book a "flexi-rate" with a tour operator and can cancel the trip free of charge up to a certain point, then our cancellation protection can also be fully refunded up to this point. This rule does not apply to annual policies.
As we were not at risk due to the option of cancelling the trip free of charge, reimbursement of the cancellation insurance is possible. For normal bookings with cancellation costs from the start of the booking, our rule remains that the share of cancellation cover in travel protection packages cannot be refunded.
For a refund, please send an email with the number of the insurance and the cancellation confirmation of the flexi booking to firstname.lastname@example.org
If you have any further questions, please do not hesitate to contact the Vienna sales team of HanseMerkur Travel Insurance.
Phone: +43 (0)1 710 48 40
Your contact persons in sales:
Tourism: Upper Austria
Tel.: +43 664 92 72 882
Tourism: Vienna, Salzburg, Tyrol, Vorarlberg, South Tyrol
Tel.: +43 664 92 72 872
Tourism: Vienna, Lower Austria, Burgenland, Styria, Carinthia
Tel.: +43 664 620 90 93