Upon occurrence of the Insurance Event:

What to do in the event of a motor accident?

1. Call police immediately to the site of the accident and make sure that the scene of the accident is left undisturbed until the police arrive;
2. Call us on 444 999 within 24 hours and provide us with a written notification within three days after the accident
3. Provide us with all relevant documents in support of your claim;

You should provide the following documents:

• Written notification of the accident;
• Original copy of the Policy;
• Vehicle registration certificate;
• Driver's licence of the person driving the insured vehicle;
• Written report from the police identifying which party is at fault and that the driver was not under the influence of any harmful substances;
• Completed claims form;
• Bank account details;

You should not start repairing the vehicle until our representative examines it.

On top of the above documents and depending on the circumstances you will be required to present further documents.

In case of motor accident, theft/robbery/hijack - i) a letter confirming criminal proceedings have been instituted; ii) identity and contact details of witnesses; and iii) ID number;

In case of damage to the insured vehicle - i) certificate of motor accident from the police; or ii) in case of malicious damage, a letter confirming criminal proceedings have been instituted;

In case of Insurance Event under Third Party Liability cover:

• A police certificate for each victim of the motor accident;
• Medical opinion on the extent and nature of a bodily injury sustained by third party/ies or identifying death reason; furthermore, the information whether the victim was under the influence of any harmful substances;
• In case of death - a death certificate and a document confirming rights to inheritance;
• Documents confirming compensation paid to third party/ies;
• A certificate from welfare services confirming a level of compensation to a victim or his/her heirs stipulated by a Mandatory Social Welfare Act;
• If the case was settled in court, a court ruling on amount of compensation to the victim; in case of an out of court settlement, a document reflecting an amount of such compensation.

In case of Insurance Event under Motor Personal Accident cover:

• Medical opinion on the extent and nature of the bodily injury and confirming date of the accident or a death certificate;
• Victim identification documents;
• In case of death - a death certificate and a document confirming rights to inheritance;

In case of an Insurance Event under Travel Insurance cover:

Present your policy to a hospital or a doctor, who then should contact our Assistance within 48 hours after the treatment, and provide us with an invoice, description of the treatment provided and a copy of the policy.

You should contact us on 444 801 within 24 hours after the treatment.

You should pay only the amount of excess, whereas we will pay the difference between the cost of treatment and excess. If you prefer to cover the full cost of treatment yourself, to reimburse your expenses you should present an invoice and a letter describing the treatment provided at our head office within 48 hours upon arrival. In case of a Multi Trip Travel Policy, you should also present a passport, which should be issued no later than the policy inception date.

To claim for expenses incurred by a person accompanying the insured, a letter confirming the need for such a person issued by insured's doctor should be submitted to the insurer, along with any documents confirming expenses incurred. Indemnification will be issued within two months upon receipt of all required documents by the insurer.

Loss of Luggage

In case of an Insurance Event under the Loss of Luggage cover, you should provide us with travel tickets and a formal letter from the airline confirming the loss and stating the total weight of the lost luggage. We will indemnify your loss within two business days upon receipt of the above documents.

Flight Delay

If your flight has been delayed, within 48 hours after arrival, you should provide tickets and a letter from the airline confirming the flight was delayed. The letter should state the number of hours your flight was delayed for and the amount of compensation paid by the airline to cover for the hotel costs. You should also present a bill from the hotel and a receipt confirming the amount actually paid. The indemnification will be paid within two days after receipt of all required documents.

Luggage Delay

If your luggage has been delayed, you should immediately fax to us a formal letter as proof of the delay to the following number: +995 32 25 28 08. We will credit your account within one business day upon the receipt of the above letter.

Early Returns

We will indemnify travel expenses should you need to return home earlier than planned as a result of personal circumstances such as the death of a family member. For the purposes of insurance, a family member is considered a spouse, child, parent, or sibling. Indemnification will be paid only upon receipt of a deceased family member's death certificate and once we ensure the tickets you had cannot otherwise be used.  

When your property is damaged:

What should I do in case on the Insurance Event?

You should immediately inform the police and fire fighting service. You should also contact us within 24 hours of the accident occurring on +995 32 444 999.

You should provide us with the below documents within one month of the accident occurring:

• Written notification
• Original copy of the policy
• Dully filled in claims form stating circumstances surrounding the accident and the extent of damage
• A letter from a civil service (fire fighting service, hydro meteorological centre, police, the Ministry of Internal Affairs, Office of the Public Prosecutor or any other public agency depending on the nature of the accident) confirming the accident
• Documents confirming your right to the insured property
• Documents stating the extent of damage
• Bank account details