Sainsbury’s Bank Travel

Insurance – Policy Summary

This is a summary of the policy cover provided by Sainsbury’s Bank Travel Insurance. It does not include
the full terms and conditions of the insurance, these can be found in the Policy Booklet. It’s really
important that you read your Policy Booklet along with your travel insurance certificate and schedule to
make sure you understand what is and isn’t included.

Insurance Providers
Sections 1- 6, 8-11, 13 and 15-18 is underwritten by ERV trading as ETI International Travel Protection,
the UK branch of Europäische Reiseversicherung AG (ERV).
Section 7 Legal Advice and Expenses is underwritten by DAS Legal Expenses Insurance Company Limited.
Section 12 Financial Failure Cover is underwritten by certain underwriters at Lloyd’s and provided by
International Passenger Protection Limited.
Section 14 - Gadget cover is underwritten by AmTrust Europe Limited and administered by Taurus
Insurance Services Limited.

Type of Insurance
Travel insurance for Single and Annual Multi Trips – the Table of Benefits below contains the sums
insured for all features of the various levels of core policies as well as enhancement cover options we
offer. You should read this table in conjunction with your travel insurance certificate and schedule, which
can be found in your portal, to clarify which sections of this table apply to the level of cover and any
enhancements you may have chosen in your policy.

Table of Benefits
The limits and excesses shown in the table below are on a per insured person basis unless otherwise
indicated.
Essential Travel Standard Travel Premier Travel
Section Benefits maximum maximum maximum
excess excess excess
sum insured sum insured sum insured
1. Medical emergency and repatriation expenses
Medical and other expenses £10,000,000 £150 £12,500,000 £95 £15,000,000 £70
Emergency dental treatment £250 £300 £400
£20 for £50 for £50 for
every 24 Nil every 24 Nil every 24 Nil
Hospital benefit
hours up to hours up to hours up to
£200 £1,000 £1,500
2. Cancellation and cutting short your trip
Cancelling and cutting short your
£1,500 £150 £3,000 £95 £5,000 £70
trip
2.  Sainsbury’s Bank – Policy Summary

Essential Travel Standard Travel Premier Travel

Section Benefits maximum maximum maximum
excess excess excess
sum insured sum insured sum insured
3. Personal accident
Permanent total disablement (aged
£7,000 £10,000
65 and under)
Loss of limb or sight (aged 65 and
£5,000 £10,000
under)
Death benefit (between 18 and 65
n/a £7,000 Nil £10,000 Nil
years of age)
Death benefit (17 years of age or
£2,500 £5,000
under)
Death benefit (66 years of age or
£1,000 £1,000
over)
4. Personal liability
Personal liability £2,000,000 £150 £2,000,000 £95 £2,000,000 £70
5. Travel delay and missed departure
£25 for each £35 for each £50 for each
full 12 hour full 12 hour full 12 hour
Delayed departure Nil Nil Nil
delay up to delay up to delay up to
£150 £250 £400
Abandoning your trip £1,500 £150 £3,000 £5,000
£95 £70
Missed departure n/a £500 £1,000
6. Loss of important documents
Loss of important documents £250 Nil £250 Nil £300 Nil
7. Legal advice and expenses
Legal Expenses £1,000 £150 £7,500 £95 £10,000 £70
8. Hijack and mugging
£100 per
£50 per day
Hijack benefit day up to
n/a up to £750 Nil Nil
£1,000
Mugging cover £150 £250
9. Personal baggage and delayed baggage
Personal belongings and baggage £1,000 £1,500 £2,000
Single Item/pair/ set limit £250 £150 £300 £95 £400 £70
Valuables limit £250 £300 £400
£50 after £75 after £150 after
the first 12 the first 12 the first 12
Delayed baggage hour period Nil hour period Nil hour period Nil
of delay up of delay up of delay up
to £200 to £500 to £750
10. Personal money
Personal money £300 £350 £500
Cash limit £200 £150 £250 £95 £400 £70
Cash limit (aged under 18) £50 £50 £75
Sainsbury’s Bank – Policy Summary 3.

Essential Travel Standard Travel Premier Travel

Section Benefits maximum maximum maximum
excess excess excess
sum insured sum insured sum insured
11. Travel disruption cover (optional)
Cancellation and cutting short your
£3,000 £5,000
trip extension £95 £70
Substitute accommodation cover £3,000 £5,000
£150 for £150 for
each 24 each 24
Enforced stay - delay benefit
n/a hours up to hours up to
£750 £750
Nil Nil
Enforced stay - additional travel
£2,000 £2,000
expenses
Enforced stay - prescription
£200 £200
medication
12. Financial failure cover
Scheduled airline failure £1,500 £1,500 £1,500
Nil Nil Nil
End supplier failure Nil Nil £1,500
13. Pet care
£50 for £50 for
every 24 every 24
Pet Care n/a Nil Nil
hours up to hours up to
£250 £500
14. Gadget cover
Accidental Damage, Theft, Malicious
£500 £750
Damage and Loss £95 £70
n/a
Single Item/pair/ set limit £500 £750
Unauthorised Usage £1,000 Nil £1,000 Nil
Enhanced Gadget cover (optional) *
Accidental Damage, Theft, Malicious
£1,000 £2,000 £3,000
Damage and loss £150 £95 £70
Single Item/pair/ set limit £500 £750 £1,000
Unauthorised Usage £1,000 Nil £1,000 Nil £1,000 Nil
15. Winter sports (optional) - not available to anyone over 65 years of age
Winter sports equipment you own £500 £750 £1,000
Replacement hire of winter sports
£150 £150 £200 £95 £400 £70
equipment
Single Item/pair/ set limit £250 £350 £500
£15 per day £20 per day £25 per day
Hired winter sports equipment
up to £250 up to £400 up to £500
£15 per day £20 per day £25 per day
Ski pack
up to £250 up to £400 up to £500
£15 per day Nil £20 per day Nil £25 per day Nil
Piste closure
up to £250 up to £400 up to £500
£15 per day £20 per day £25 per day
Avalanche and landslide closure
up to £250 up to £400 up to £500
Physiotherapy in the United Kingdom £150 £350 £500
4.  Sainsbury’s Bank – Policy Summary

Essential Travel Standard Travel Premier Travel

Section Benefits maximum maximum maximum
excess excess excess
sum insured sum insured sum insured
16. Golf cover (optional)
Golf equipment £1,000 £1,500 £2,000
£150 £95 £70
Single Item/pair/ set limit £250 £375 £500
£25 per day £40 per day £50 per day
Golf equipment hire
up to £250 up to £400 up to £500
Nil Nil Nil
£25 per day £40 per day £50 per day
Green fees
up to £250 up to £400 up to £500
17. Wedding cover (optional)
£500 per £750 per £1,000 per
Wedding attire
person person person
Wedding gifts £500 £750 £1,000
Wedding gifts - cash £150 £150 £150 £95 £150 £70
Single Item/pair/ set limit £250 £375 £500
Wedding rings £500 £750 £1,000
Photographs and video recording £500 £750 £1,000
18. Cruise cover (optional - only available on Single Trip policies)
£100 per
£50 per port £75 per port
Missed port port up to
up to £500 up to £750
£1,000
Nil Nil Nil
£50 per 24 £75 per 24 £100 per 24
Cabin confinement hours up to hours up to hours up to
£250 £375 £500
Unused excursions £300 £500 £750
Increased personal baggage limits £1,000 £1,500 £2,500
£150 £95 £70
Single Item/pair/ set limit £250 £300 £400
Valuables Limit £250 £300 £400
* Enhanced Gadget Cover only applies if the extra premium has been paid for this cover and this is shown on your
travel insurance certificate and schedule.
Sainsbury’s Bank – Policy Summary
Significant Features and Benefits
Significant features and benefits
Medical Emergency and Repatriation
Expenses
Covers for eligible costs if during the trip
you suffer bodily injury, illness or die on
your trip.
A benefit for each completed 24 hours
period you are in hospital.
Cancellation and Cutting Short Your
Trip
If you have to cancel or curtail your trip as
a result of your accidental injury or illness
or death of a close relative.
Please note that if you are cutting short
your trip payments will be calculated on
a pro-rata basis taking into consideration
unused accommodation and excursions.
Personal Accident
Cover for loss of life, limb or sight that
occurs during your trip.
Personal Liability
Personal liability for any compensation you
become legally liable to pay for:
● Injury, illness, death or disease to
another person that you cause; and
● Loss of or damage to another person’s
property that you cause.
Travel Delay
Delayed departure for at least 12 hours from
the scheduled departure time. We will pay
you up to the amount shown in the Table
of Benefits for the level of cover you have
selected for each 12 hour period of delay.
Alternatively, you can abandon your trip
after a 12 hour delay if you choose to
cancel your trip and have not left the UK.
Missed Departure
Cover for additional travel and accommodation
expenses due to the failure of public transport
or an accident or breakdown of the vehicle you
are travelling in or strike.
Loss of Important Documents
Reasonable additional costs to replace your
lost passport abroad and for a replacement
when back in the UK.
5.
Significant exclusions and limitations Section
● You must advise us of any claim over £500. 1
● Any cost where you do not comply with the treatment agreed
by the treating doctor and the Medical Assistance Helpline
including treatment that can wait until you return to the UK.
● Any costs arising from your pregnancy or childbirth if
the expected date of delivery is less than 12 weeks (16
weeks for a multiple pregnancy) after the end of the trip.
● Any costs which are covered under a reciprocal health
agreement between the government of the UK and that
of your country of loss including costs covered by the
European Health Insurance Card (EHIC).
● Any circumstances known prior to booking the trip that 2
could reasonably be expected to give rise to a claim.
● Any costs arising from your pregnancy or childbirth if
the expected date of delivery is less than 12 weeks (16
weeks for a multiple pregnancy) after the end of the trip.
● Reduced benefit for persons aged under 18 or 66 and over. 3
● Any claim for sickness, disease, nervous shock or
naturally occurring condition or degenerative disease.
● Your ownership, possession or use of vehicles, aircraft, 4
watercraft, firearms or explosive devices.
● Your employment, profession or business or that of any
member of your family.
● Under Travel Delay you must have travelled to your 5
departure point and checked-in.
● Strike, industrial action or air traffic control delay publicly
declared.
● Any trips within the UK (except for trips to the Channel
Islands).
● You must report all losses to the police within 24 hours or 6
as soon as possible after that and obtain a written report.
● Loss or theft of items that are not kept on your person or
not deposited in a safe or safety deposit box, or similar
locked fixed receptacle in your trip accommodation.
6. 
Significant features and benefits
Legal Advice and Expenses
Legal advice and expenses to pursue
compensation as a result of death, illness
or injury against a third party as a result of
an accident.
Hijack and Mugging
We will pay you up to the amount shown in
the Table of Benefits for the level of cover
you have selected if during your trip you are: • Compensation for a hijack unless you get a letter from
● hijacked
● hospitalised following a mugging for
more than 24 hours.
Personal Baggage
If your personal baggage is lost, stolen
or damaged we will cover the cost
of replacement (less wear, tear and
depreciation).
Delayed Baggage
Cover for the cost of essential items if
your carrier has misplaced or delayed your
baggage for more than 12 hours during the
outward journey.
Personal Money
Loss or theft of personal money.
Travel Disruption Cover (optional)
Additional protection if your travel plans are
disrupted due to cancellation or delay of
your booked trip.
Cancellation and Cutting Short Your • Costs for which you expect to recover from elsewhere.
Trip
Cover extended to include additional causes
such as cancellation due to the channel
tunnel, airspace or your airport being
closed for 24 hours. • Accommodation costs where the transport operator has
Substitute Accommodation
We will pay for reasonable alternative
accommodation costs if your
accommodation is affected by an outbreak
of food poisoning, insolvency or fire.
Sainsbury’s Bank – Policy Summary
Significant exclusions and limitations Section
● A claim where you have failed to notify us of the insured 7
incident within a reasonable time of it happening and
where this failure adversely affects the reasonable
prospects of a claim or we consider your position has been
prejudiced.
● A claim where there is not a reasonable prospect of
making a successful appeal or defence of an appeal.
• Any claim if you do not obtain a Police report of the 8
mugging and confirmation of your injuries and period of
in-patient treatment from the hospital.
the airline, railway company, shipping line or other
transport provider confirming the hijack and the dates.
• You must report all losses to the police within 24 hours or 9
as soon as possible after that and obtain a written report.
• Limits apply for single articles, pairs or sets of articles
– see Table of Benefits for the level of cover you have
selected.
• Limits apply for valuables see Table of Benefits for the
level of cover you have selected.
• Gadgets.
• You must keep all receipts for essential purchases made.
• You must report all losses to the police within 24 hours or 10
as soon as possible and obtain a written report.
• Any loss or theft of money that is not on your person or
not deposited in a safe or safety deposit box, or similar
locked fixed receptacle in your trip accommodation.
• Limits apply to cash – see Table of Benefits for the level
of cover you have selected.
• This section does not provide cover for costs forming part 11
of a package holiday.
offered reasonable alternative arrangements.
Sainsbury’s Bank – Policy Summary
Significant features and benefits
Travel Disruption Cover continued
Enforced Stay
If you are unable to return home due to
airspace, airport or the Channel Tunnel
being closed we will pay a benefit for each
24 hour period you are unable to return
home up to the amount shown in the Table
of Benefits for additional travel expenses
to get you home after a period of 24 hours
or more where your travel provider has not
made suitable alternative arrangements.
Financial Failure Cover
We will pay up to the amount shown in the
Table of Benefits if the:
• scheduled airline you are booked with
goes into financial failure before or
during your journey
• end supplier of the travel arrangements
you booked goes into financial failure
before or during your trip.
Pet Care
The cost of extra kennel or cattery fees if
you are delayed in returning home because • Any claim following death, injury or illness unless
of death, injury or illness or there is a delay
to the public transport you are using.
Gadget Cover
We will pay up to the amount shown in the
Table of Benefits if the following events
occur to your gadget during your trip:
• accidental damage
• theft
• malicious damage
• loss
• unauthorised usage.
7.
Significant exclusions and limitations Section
• The refunded amount of any unused travel costs
recoverable from your travel provider.
• Any financial failure which is, or which any prospect of 12
financial failure is known by you or widely known publicly
at the date you bought the policy.
• Any travel arrangements not booked within the United
Kingdom, Channel Islands, Isle of Man or Ireland prior to
departure.
• Financial failure of any travel agent, tour organiser,
booking agent or consolidator with whom you booked
your travel arrangements.
• Any claim following public transport delays unless you get 13
a letter from the transport provider confirming the delay.
authorised by us.
• Loss where the circumstances cannot be clearly identified 14
i.e. where you are unable to confirm the time and place
of the loss.
• Any claim involving theft unless reported to the appropriate
local police authorities and the network within 24 hours of
discovering the incident.
• Theft of the gadget from the person unless force or
threat of violence or pickpocket is used.
• Any loss, theft or accidental damage of the gadget left as
checked in baggage.
• Theft of the gadget from an unoccupied premise or
vehicle whilst on a journey, unless there is evidence of
violent and forcible entry to the premises or vehicle.
• Loss, theft or accidental damage to the gadget whilst in
the possession of a third party other than a relative.
• Repair or other costs for repairs carried out by anyone
not authorised by us.
• Cosmetic damage only, that has no effect to the
functionality of the gadget.
• Any unauthorised use unless it occurs within 24 hours of
discover of the loss or theft.
8.  Sainsbury’s Bank – Policy Summary

Significant features and benefits Significant exclusions and limitations Section

Winter Sports (optional) • Winter sports activities undertaken in the UK and in 15
Europe outside the period from 15th December to 15th
April.

Winter Sports Equipment
Loss, theft or damage to your own winter
sports equipment.
• Limits apply for single articles, pairs or sets of articles
– see Table of Benefits for the level of cover you have
selected.
• Any loss or theft of your winter sports equipment or ski
pass that you do not report to the Police within 24 hours
of discovery or as soon as possible after that and for
which you do not get a written report from them.

Replacement Hire of Winter Sports

Equipment
The cost of hiring replacement winter
sports equipment if yours is lost, damaged
or stolen.
Hired Winter Sports Equipment • Any delay to your winter sports equipment whilst in the
If winter sports equipment is delayed for custody of an airline or other carrier unless you report it
more than 12 hours. immediately on discovery to the carrier and get a written
report.

Ski Pack
Unused pre-paid ski pack costs following
accidental injury or illness and you do not
curtail your trip.
Loss or theft of your ski pass.
• Any loss or theft of your winter sports equipment or ski
pass that you do not report to the Police within 24 hours
of discovery or as soon as possible after that and for
which you do not get a written report from them.

Piste Closure • Any claim as a result of piste closure which is not

Additional transport costs if you have to substantiated by a report from the resort management or
travel to another resort in the event of total your tour operator.
closure of your resort due to excess or lack
of snow or bad weather at your pre-booked
resort.
Avalanche or Landslide Closure • Any claim if you do not get a letter from the relevant
Additional transport and accommodation authority confirming the avalanche or landslide.
costs you need to pay to get you to your
trip destination or back home because of an
avalanche or landslide in your resort.
Continued physiotherapy in the United • Anything under the “What IS NOT covered” in Section 1:
Kingdom Medical Emergency and Repatriation Expenses.
Medically necessary physiotherapy when
you return to the United Kingdom following
accidental injury whilst engaging in a winter
sports activity covered by this policy during
your trip.
Sainsbury’s Bank – Policy Summary 9.

Significant features and benefits Significant exclusions and limitations Section

Golf Cover (optional) 16
Golf Equipment • Limits apply for single articles, pairs or sets of articles
Loss, theft or damage to your golf – see Table of Benefits for the level of cover you have
equipment. selected.
Golf Equipment Hire • Any delay to your golf equipment whilst in the custody of
A daily benefit towards the cost of hiring an airline or other carrier unless you report it immediately
replacement golf equipment if your golf on discovery to the carrier and get a written report.
clubs are delayed by your carrier for more
than 12 hours.
Green Fees • Any claim as a result of your disinclination to play.
A daily benefit towards the cost of non-
refundable pre-booked green fees if the
course is unplayable due to adverse weather.
Wedding Cover (optional) 17
Wedding Attire, Gifts and Rings • Limits apply for single articles, pairs or sets of articles
Loss or theft or damage to your wedding – see Table of Benefits for the level of cover you have
attire, rings and gifts during your trip. selected.
Photographs and Video Recording • You must get written confirmation from the photographer
Costs towards reprinting the photographs of the reason for their non-attendance.
or replacing the video recording of the
wedding day.
Cruise Cover (optional) 18
Missed Port • Costs if you are offered financial compensation from
If the cruise ship you are booked on is somewhere else (including on-board credit).
unable to make a scheduled port stop
because of bad weather or timetable
restrictions.
Cabin Confinement • Costs if you are also claiming for ‘In-patient benefit’
Where you are confined to your cabin by within Section 1: Medical Emergency and Repatriation
the ship’s medical officer due to a medical Expenses.
condition that you are experiencing during
your cruise.
Unused Excursions
If you are unable to use any pre-booked
and pre-paid excursions as you confined to
your cabin by the ship’s medical officer due
to illness or injury.
Increased Personal Baggage Limits • Anything mentioned under the heading ‘What IS NOT
The limits for personal baggage are shown Covered’ within Section 9: Personal Baggage/Delayed
in the Table of Benefits for the level of Baggage.
cover you have selected.

Significant Exclusions and Limitations

Pre-Existing Medical Cover is excluded for any pre-existing medical condition (and any associated medical
Conditions condition) or symptom that has not been declared to and accepted by us and which
existed prior to the commencement of this policy and any associated trip covered by it.
Changes in Health After you have paid for this policy, you must tell us if your health changes. We will
then decide if we can provide you with cover on your existing terms. We may ask you
to pay an extra premium. For full details refer to the “Changes in health” section in
the Policy Booklet.
10.  Sainsbury’s Bank – Policy Summary

Fitness to Travel It is a condition of this policy that when booking your trip or purchasing this policy
whichever is later that you and your travelling companion(s) are fit to travel and
participate in any activities and excursions that you have planned during your trip.
Third Party Medical Any claim if at the time of taking out your policy or booking a trip, whichever was the
Conditions later, your relative, colleague or travelling companion or a friend or relative with whom
you had arranged to stay had a medical condition for which he or she:
• was receiving treatment at hospital (other than where they go to hospital for check-
ups for a stable condition, at regular intervals which have been arranged beforehand)
• was waiting for a hospital consultation, investigations or treatment (other than where
they go to hospital for check-ups for a stable condition, at regular intervals which have
been arranged beforehand)
• had been given a terminal prognosis, or been told that their condition is likely to get
worse in the next 12 months.
Residency This policy is only available to a resident of the United Kingdom, Channel Islands, or Isle
of Man.
Excess Under some sections of the policy you will have to pay an excess. This means the amount
you pay when you make a claim. This applies to each incident for each insured person
and is confirmed in your travel insurance certificate and schedule.
Age Eligibilty Limits Single Trip policies
• 85 years at the start date of the policy.
Annual Multi Trip policies
• 75 years at the start date of the policy.
• Winter Sports cover is 65 years at the start date of the policy.
Trip Limits Single Trip policies
• The maximum duration for any one trip is 94 days.
Annual Multi Trip policies
• 22 days for Essential Travel cover, 32 days for Standard Travel cover and 45 days for
Premier Travel cover.
• Winter Sports up to a maximum of 24 days in total during the insurance period.
Hazardous Activities Cover is excluded for certain Hazardous Activities. This means any pursuit or activity
where it is recognised that there is an increased risk of injury or accident. A list
of the activities covered by the policy can be found under the Hazardous Activities
section in the Policy Booklet.
Alcohol Cover is excluded where you drink too much alcohol, or any form of alcohol abuse, where
it is reasonably foreseeable that such consumption could result in a serious impairment of
your faculties and/or judgement resulting in a claim.
Cover Availability There is no cover under this policy where:
1. You are travelling or planning to travel:
• against medical advice; or
• to obtain medical treatment.
2. At any time during the last five years you have been treated for alcohol or drug
addiction.
3. You or your travelling companions have made, or tried to make, 3 or more travel
insurance claims in the last 5 years.
4. You or your travelling companions have any unspent convictions for fraud, theft or
malicious damage.

Your Cancellation Rights

If this insurance is not suitable, please telephone or write to us within 14 days of receipt of your policy
documents. We will cancel the policy and refund your premium in full provided that you have not
already taken your trip or made a claim.
If the notice of cancellation is received outside the 14 day cooling–off period no premium will be
refunded, however discretion may be exercised in exceptional circumstances such as bereavement or a
change to the policy resulting in us declining to cover your medical conditions.
Sainsbury’s Bank – Policy Summary 11.

How To Make A Claim

For details of the documentation and evidence you will need to supply to support a claim, please refer
to the relevant section of the Policy Booklet. In the event that you need to make a claim you should
contact us as soon as possible.
• For claims relating to Sections: 1-6, 8- 11, 13 and 15-18
Sainsbury’s Bank Travel Insurance Claims, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD.
phone: 01403 288 117 email: info@csal.co.uk
If Emergency Medical Assistance is required:
phone: +44 (0)1403 288 413
If in the USA, Canada or Mexico
phone: + 1 833 780 0412
• For claims relating to Section 7: Legal Advice and Expenses
DAS Legal Expenses Insurance Company LTD, DAS House, Quay Side, Temple Back, Bristol BS1 6NH
phone: 0117 934 0548
• For claims relating for Section 12: Financial Failure Cover
IPP Claims at Cunningham Lindsey, Oakleigh House, 14-15 Park Place, Cardiff CF10 3DQ
Phone: 020 8776 3752
fax: 020 8776 3751
email:Insolvency-claims@ipplondon.co.uk
• For claims relating to Section 14: Gadget Cover
Taurus Insurance Services Limited, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar
phone: 0330 880 1762 email: sainsburys.tiga@taurus.gi

How To Make A Complaint

• For complaints relating to claims under Sections: 1-6, 8- 11, 13 and 15-18
Sainsbury’s Bank Travel Insurance Claims, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD.
phone: 01403 288 117
email: info@csal.co.uk
• For complaints relating to claims under Section 7: Legal Advice and Expenses
The Managing Director, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side,
Temple Back, Bristol BS1 6NH
phone: 0117 934 0548
• For complaints relating to claims under Section 12: Financial Failure Cover
The Customer Services Manager, IPP Claims Office, IPP House, 22-26 Station Road, West Wickham,
Kent BR4 0PR
phone: 020 8776 3750
fax: 020 8776 3751
email: info@ipplondon.co.uk
• For complaints relating to claims under Section 14: Gadget Cover
Taurus Insurance Services Limited, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar
phone: 0330 880 1762 email: gadget.complaints@taurus.gi
• For all other complaints, including complaints about the sale of any section of this policy.
Sainsbury’s Bank Travel Insurance, Complaints Team, 1st Floor, Maitland House, Warrior Square,
Southend-on-Sea, Essex SS1 2JY
phone: 0345 305 2624
email: travelcomplaints@insurance-sainsburysbank.co.uk
12.  Sainsbury’s Bank – Policy Summary

If we cannot resolve your complaint to your satisfaction, you may be entitled to refer it to the Financial
Ombudsman Service.
Financial Ombudsman Service, Exchange Tower, London E14 9SR,
phone: 0800 023 4567 or 0300 123 9 123
email: complaint.info@financial-ombudsman.org.uk

Alternatively - online sales only

Although contacting us directly is the quickest way to complain, the European Commission has set up
an online platform where consumers in all EU countries can register a complaint. This can only be used
for complaints about purchases made online.
The Online Dispute Resolution service (ODR) directs your enquiry to our Customer Relations Team who
will handle it in the usual way. It will also let you know that the Financial Ombudsman Service (FOS) is
the UK’s dispute resolution body for insurance.
Please note that this new EU service facilitates contact only. It doesn’t provide any other complaints
service. You can find this platform at: http://ec.europa.eu/odr Please quote our e-mail address:
travelcomplaints@insurance-sainsburysbank.co.uk

Financial Services Compensation Scheme (FSCS)

You are protected by the Financial Services Compensation Scheme. This provides compensation in case
any of its members go out of business or into liquidation and are unable to meet any valid claims under
its policies. Further information can be obtained from the Financial Services Compensation Scheme
(www.fscs.org.uk) or by contacting the FSCS at 10th Floor, Beaufort House, 15 St Botolph Street,
London EC3A 7QU or by calling 0800 678 1100 or 020 7741 4100.

Sainsbury’s Bank plc, Registered Office, 33 Holborn, London EC1N 2HT (registered in England and Wales, no. 3279730) is
authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation
Authority (Register no. 184514).
Sainsbury’s Bank Travel Insurance is sold and administered by Hood Travel Limited, registered at Companies House 08318836.
Hood Travel is authorised and regulated by the Financial Conduct Authority under registration number 597211. Its registered
address is at 1st Floor Maitland House, Warrior Square, Southend-on-Sea, Essex, SS1 2JY.
Sections 1-6, 8- 11,13 and 15-18 is underwritten by ERV trading as ETI International Travel Protection, the UK branch of
Europäische Reiseversicherung AG (ERV), registered at Companies House FC 25660, branch registration BR 007939. ERV is
authorised by the Bundesanstalt für Finanzdienstleistungsaufsicht (BAFIN - www.bafin.de) and the Prudential Regulation Authority
and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority.
Section 7 is underwritten by DAS Legal Expenses Insurance Company Limited, registered office DAS House, Quay Side, Temple
Back, Bristol, BS1 6NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the
Prudential Regulation Authority (202106).
Section 12 is underwritten by certain underwriters at Lloyd’s and is administered by International Passenger Protection Limited,
IPP House, 22-26 Station Road, West Wickham, Kent BR4 0PR United Kingdom. International Passenger Protection Limited and
certain underwriters at Lloyd’s are authorised and regulated by the Financial Conduct Authority.
Section 14 is underwritten is underwritten by AmTrust Europe Limited and is arranged and claims administered by Taurus
Insurance Services Limited, an insurance intermediary licensed and authorised in Gibraltar by the Financial Services Commission
under Licence Number FSC00757B and authorised by the Financial Conduct Authority in the UK under registration number 444830.
AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority
and the Prudential Regulation Authority under Financial Services Register number 202189. A Member of the Association of British
Insurers. Registered in England No. 1229676. Registered address: Market Square House, St James’s Street, Nottingham NG1 6FG.
AmTrust Europe Limited have entered into a Binding Authority Contract No. WUKGAD148030 with Taurus, which authorises Taurus
to issue insurance on their behalf.
You can check this information on the Financial Services Register by visiting the website https://register.fca.org.uk/
For your protection, calls may be recorded and may be monitored.

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