1. These Terms

1.1 What these Terms cover. These are the Terms and Conditions on which we supply products and services to you, whether these are insurance products and services or digital content.

1.2 Why you should read them. Please read these terms carefully before you submit your application to us. These terms tell you who we are, how we will provide insurance products and services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are? We are the HanseMerkur Insurance Group, and our office is at Siegfried-Wedells-Platz 1 20354 Hamburg, Germany.

2.2 How to contact us. You can contact us by completing the Contact Us section of our website.

2.3 How we may contact you. If we must contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your application.

2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

3.1 How we will accept your insurance application. Our acceptance of your insurance application will take place when we email you to accept it, at which point a contract will come into existence between you and our local licensed insurance partners (where applicable).

3.2 If we cannot accept your insurance application. If we are unable to accept your insurance application, we will inform you of this in writing and will not charge you for the services already rendered. This might be because our insurance partners do not accept underwriting the risks associated with your insurance product.

3.3 Your Policy number. We will assign a Policy number to your application and tell you what it is when we accept your insurance application. It will help us if you can tell us the Policy number whenever you contact us about your insurance and coverage of benefits.

4. Our Insurance Products

4.1 Products and benefits may change from time to time. We offer insurance products with benefits dependent on the product you choose. These benefits may change from time to time, but we will provide advance notification of such changes before any renewal.

4.2 Product Compliance. All our UAE medical insurance products compile with the mandatory medical insurance requirements in Abu Dhabi and Dubai, when issued for local UAE coverage. All other insurance products and services compile with the relevant laws and regulations.

5. Your rights to make changes

If you wish to make a change to the insurance product you have purchased, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the premium, the timing of supply or anything else which would be necessary because of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the Policy (see clause ‎8 – Your rights to end the contract).

6. Our rights to make changes

6.1 Minor changes to the insurance products. We may change the insurance product:

(a) to reflect changes in relevant laws and regulatory requirements; and

(b) to implement minor technical adjustments and improvements, for example to address any claims or underwriting requirements. These changes will not affect your insurance coverage.

6.2 More significant changes to the insurance products, services, and these terms. In addition, as we informed you in the description of the insurance product and services on our website, we may make the following changes to these terms or the insurance product and services, but if we do so we will notify you and you may then contact us to end the Policy and insurance coverage before the changes take effect and receive a refund for any premiums paid that are due to you provided no claims have been made.

6.3 Updates to digital content. We may update digital content, provided that the digital content shall always match the description of it that we provided to you before you purchased the insurance product and services.

7. Providing the insurance products and services

7.1 Insurance Benefits & Coverage options. These will be as displayed to you on our website.

7.2 When we will provide the insurance products and services. During the application process we will let you know when we will provide the insurance products and services to you. If the insurance products and services are ongoing services or subscriptions, we will also tell you during the application process when and how you can end the

7.3 We are not responsible for delays outside our control. If our supply of the insurance products and services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Policy and receive a refund for any premiums in respect of the insurance products and services that you have paid for.

7.4 When will you be covered by the insurance product and services. You will receive the Certificate of Insurance once we have received payment in full of the insurance premium or we agree other payment arrangements pursuant to the Policy Terms and Conditions.

7.5 What will happen if you do not give required information to us. We shall need you to provide certain information on our proposal form in order that we can assess your insurance application and consider underwriting the risk before we agree to provide and cover you with the insurance product and services. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the application or request further information from you.

7.6 Reasons we may suspend the supply of our insurance products and services to you. We may have to suspend the supply of our insurance products and services to:

(a) deal with technical problems or make minor technical changes;

(b) update the insurance products to reflect changes in relevant laws and regulatory requirements;

(c) make changes to the insurance product as requested by you or notified by us to you.

7.7 Your rights if we cancel the insurance products and services. We will contact you in advance to tell you we will be cancelling the insurance product or suspending supply of the insurance services. If we must cancel the insurance product or suspend the insurance services, we will adjust the price so that you do not pay for the insurance services while they are suspended.

7.8 We may also cancel the insurance product and suspend supply of the insurance services if you do not pay the insurance premium. If you do not pay us for the insurance products when you are supposed to and you still do not make payment within [seven (7)] days of us reminding you that payment is due, we may cancel the Policy and suspend supply of the insurance services until you have paid us the outstanding amounts. We will contact you to tell you we are cancelling and suspending supply of the insurance services. We will not cancel the insurance Policy and coverage where you dispute the unpaid invoice. We will not charge you for the insurance products or services during the period for which they are suspended. As well as cancelling the Policy and suspending the insurance services we can also charge you interest on your overdue payments.

8. Your rights to cancel the Policy

8.1 You can always end your insurance with us. Your rights to cancel the Policy with us will depend on the insurance Terms and Conditions and which insurance product you have purchased from us. Please refer to the Policy Terms and Conditions.

8.2 How we will refund you. We will refund you the price you paid for the products however, we may make deductions from the price, as described below.

9. Our rights to cancel the Policy and Insurance

9.1 We may cancel the Policy of insurance if you breach any of its Terms and Conditions. We may cancel the Policy at any time by writing to you if:

(a) you do not pay the full premium to us when it is due, and you still do not make payment within [seven (7)] days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the insurance services and the insurance product to you.

9.2 We may withdraw the product. We may write to you to let you know that we are going to stop providing the insurance services and the insurance product. We will let you know at least 12 months in advance of our stopping the supply of the insurance services and the insurance products and will refund any sums you have paid in advance in respect of premium.

9.3 Summary of your legal rights. We are under a legal duty to supply the insurance services and insurance products in conformity with the Terms and Conditions. Nothing in these terms will affect your legal rights.

10. Price and payment

10.1 Costs of the Premium. The premium payment (which includes VAT) will be the price indicated on the quote sent to you after a successful and approved application of the insurance coverage. We use our best efforts to ensure that the premium payment of the insurance product advised to you is correct. However please see 10.5 below for what happens if we discover an error in the price of the insurance product or insurance services you wish to purchase.

10.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your application date and the date we issue the Policy , we will adjust the rate of VAT that you pay, unless you have already paid for the Policy in full before the change in the rate of VAT takes effect.

10.3 How you must pay. We accept payment with Master, Visa, Apply Pay, and Google Pay. When you must pay depends on the agreed Terms and Conditions of your Policy of insurance.

10.4 We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount as outlined in the Terms and Conditions of your Policy of insurance. You must pay us interest together with any overdue amount.

10.5 What to do if you think an invoice/payment request is wrong. If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

11. Our responsibility for loss or damage suffered by you

11.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

11.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, for fraud or fraudulent misrepresentation and for breach of your legal rights in relation to the insurance products and service.

11.3 We are not liable for business losses. We only supply the insurance products and services medical benefits and personal loss arising out of the same. If you use the insurance products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12. How we may use your personal information We will only use your personal information as set out in our Privacy Policy.

13. Other important terms

13.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation including any group company in the HanseMerkur Insurance

13.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

13.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.

13.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the insurance products, we can still require you to make the payment at a later date.

13.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by the laws of your respective residents and location, and you can bring legal proceedings in respect of the insurance products and services in the courts of your respective jurisdiction of residence.