Customer Service

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Insure & Escape Communications

As a Insure & Escape policyholder, it is important for you to receive correspondence regarding:

  • Easily accessing your policy
  • Understanding your policy benefits
  • Ensuring your policy is fit for purpose
  • Reviewing your policy
  • Your ability to claim
  • Any additional benefits available to you as a Insure & Escape customer

As such, there are certain emails that are considered transactional in nature and an important part of our contractual relationship with you, meaning that you will not have the ability to unsubscribe from these emails.

The transactional correspondence that you will receive has been listed below. This correspondence is essential to delivering you the best possible experience with Insure & Escape and ensuring that your policy is suitable for your needs. Please choose your policy type below to view the correspondence you should expect to receive.


ANNUAL MULTI TRIP POLICY HOLDERS

You will receive correspondence in regards to your Annual Multi-Trip renewal, beginning 21 days before the expiry of your policy, and;

You will always receive

Policy Confirmation Email
You will receive an email confirming the purchase of your policy within 30 minutes of payment. This email will include a link to access your Customer Zone as well as key policy information including your Policy Wording, Initial Disclosure Document and Insurance Product Information Document.

Review Invitation Email
You will receive a request to leave us a review on independent review site, Trustpilot. The link in your review invitation email will stay active for a minimum of one year after purchase, allowing you to review your insurance when you feel comfortable doing so.

Policy Cover Reminder Email
You will receive a Policy Cover Reminder Email before the date your policy begins. This email aims to ensure that you have the correct cover for your needs and provides you with the option to amend or (where applicable) cancel your policy if your cover would be invalidated in the event of a claim.

Policy Information Update Email
You will receive an email asking you if you need to notify us of any changes that may affect the suitability of your policy for your needs. This may include the addition of new cover to your policy, as well as amending your area of cover. This email will generally be sent between 4 and 6 months after the start date of your policy, minimising the risk of you not being fully covered during the length of your policy.

You May Receive

Policy Confirmation SMS
You may receive a Policy Confirmation SMS if you have provided us with your mobile phone number. This SMS allows for easy access to your policy details from your mobile device.

Travel Mate Information Email
Shortly after receiving your Policy Confirmation Email, you may also receive a Travel Mate Information Email if you are not already a Travel Mate member. This email introduces you to the Travel Mate loyalty scheme and app. Signing up for Travel Mate and downloading the app will allow you to access your policy information easily and quickly whilst abroad, as well as providing you with access to safety features such as emergency travel information, a hospital finder and translation tools.

Policy Download Information Email
You may receive an email providing you with details on how to access your policy documents whilst abroad. This email will provide you with the option to (upon signing up) more easily access your documents through the Travel Mate app, or directly through your Customer Zone.

Important Notice Emails
We may send you additional e-mails if required to help you understand your policy benefits, ensure your ability to claim, or if there are regulatory reasons to do so. Examples of these sorts of e-mails could be notifying you of a change in contact details if you need to make a claim, or, if you have provided us with your destination country, providing you with guidance around travel to that country after a natural or other disaster.


SINGLE TRIP POLICY HOLDERS

You will always receive

Policy Confirmation Email
You will receive an email confirming the purchase of your policy within 30 minutes of payment. This email will include a link to access your Customer Zone as well as key policy information including your Policy Wording, Initial Disclosure Document and Insurance Product Information Document.

Review Invitation Email
You will receive a request to leave us a review on independent review site, Trustpilot. The link in your review invitation email will stay active for a minimum of one year after purchase, allowing you to review your insurance when you feel comfortable doing so.

Policy Cover Reminder Email
You will receive a Policy Cover Reminder Email before the date of your travel. This email aims to ensure that you have the correct cover for your needs and provides you with the option to amend or (where applicable) cancel your policy if your cover would be invalidated in the event of a claim.

Claims Details Email
You will receive a Claims Details Email after the end of your policy, providing you with easy access to make a claim. This ensures that policy holders who need to make a claim have access to the information needed to begin a claim when they return from their trip abroad.

You May Receive

Policy Confirmation SMS
You may receive a Policy Confirmation SMS if you have provided us with your mobile phone number. This SMS allows for easy access to your policy details from your mobile device.

Travel Mate Information Email
Shortly after receiving your Policy Confirmation Email, you may also receive a Travel Mate Information Email if you are not already a Travel Mate member. This email introduces you to the Travel Mate loyalty scheme and app. Signing up for Travel Mate and downloading the app will allow you to access your policy information easily and quickly whilst abroad, as well as providing you with access to safety features such as emergency travel information, a hospital finder and translation tools.

Policy Download Information Email
You may receive an email providing you with details on how to access your policy documents whilst abroad. This email will provide you with the option to (upon signing up) more easily access your documents through the Travel Mate app, or directly through your Customer Zone.

Claims Details SMS
You may receive a Claims Details SMS if you have provided us with your mobile phone number. This SMS allows for easy access to details about claiming on your policy, from your mobile device.

Annual Multi Trip Upgrade Email
You may receive an email inviting you to take advantage of a discounted Annual Multi Trip policy after you return from your trip abroad. With many travellers booking their next trip soon after the return from their previous travel abroad, this ensures that you remain protected from travelling uninsured; providing you with a heavily discounted price for the remainder of the year and access to the Insure & Escape loyalty scheme.

Important Notice Emails
We may send you additional e-mails if required to help you understand your policy benefits, ensure your ability to claim, or if there are regulatory reasons to do so. Examples of these sorts of e-mails could be notifying you of a change in contact details if you need to make a claim, or, if you have provided us with your destination country, providing you with guidance around travel to that country after a natural or other disaster.


Please note that unless you join our Loyalty Club the last e-mail we will send you is on the expiry date of your policy, you will not receive further e-mails from us after this date unless you interact with us in some way (contact our support desk, make a claim, join the Loyalty Club, purchase a policy etc). This process is automated and you do not need to contact us to unsubscribe.

If you would like to talk to us about these e-mails or excercise any of your rights under GDPR, please send a request to dpo@wwiis.com. A specialist team are available to deal with these requests, due to the regulatory requirements to store certain data for a period of time after the expiry of your policy.