Visicover is an easy to use service that lets you buy and manage your insurance online, 24 hours a day, 365 days a year.

We aim to help you cut the cost of your cover in a number of ways:

• You can tailor your policy to your needs, and only pay for the cover want.
• You can amend most aspects of your cover online as your needs change.
• By being online, we keep our costs low.

You can find most of the tools and information you need to manage your insurances on the website, including:

• Your Dashboard: Your personal homepage which displays all your current and historic quote and policies.
• Your Account: A support page from which you can manage other elements of our service online, such as changing passwords, downloading documents or updating how you pay.
• FAQs: An extensive help section with full guidance on everything from how to arrange cover online to how you change your contact details.

We believe that in the event of a claim you will often need an initial helping hand to start the process off. For this reason we do not handle claims online, providing instead 24-Hour Hotlines to connect you direct to claims specialists. Details of how to contact the right hotline for your policy are shown in your Policy Schedule

Visicover is regulated by or registered with a number of bodies:

Visicover Ltd

• We are registered as a Limited Company at Companies House (No. 7968371). To check our registration click here.
• We are authorised and regulated by the Financial Conduct Authority (No. 585660) to assist in the arranging and administration of insurance contracts. To check our registration status click here or contact the FCA on 0845 606 1234.
• We are registered with the Information Commissioners Office in relation to Data Protection and related matters.

Visicover ApS

• Visicover ApS is a subsidiary of Visicover Ltd and is registered in Denmark under company number 39178249.
• We are authorised and regulated in Denmark by Finanstilsynet.

We take your privacy very seriously and are committed to protecting your personal information, including details of your insurance policies. All personal information will be held in the strictest confidence and used only for the purposes for which we collect it.

If you would like us to remove any personal information from our records, then please email us at enquiries.eu@visicover.com. We will make all reasonable efforts to delete your information from our files or depersonalise it if it is deemed appropriate.

If you would like to know more about what information we collect, what it is used for, who may access it and how it is secured, please see our Privacy Policy.

Visicover is an online insurance service so you should find most of the tools and information you need to manage your insurance policy on our website as follows:

• Your Dashboard: Your personal homepage which display all your current and historic quote and policies.
• Your Account: A support page from which you can manage other elements of our service online, such as changing passwords, downloading documents or updating how you pay.
• FAQs: An extensive help section with full guidance on everything from how to arrange cover online to how you change your contact details.

Claims Notification

We believe that in the event of a claim you will often need an initial helping hand to start the process off so we do not handle claims online, providing instead 24-Hour Hotlines direct to claims specialists. For more on making a claim for a specific product click Here. 

Complaints

While we strive to provide a fair, prompt and efficient service we recognise that some times things do not go to plan. Details of how to contact us if you feel our service as fallen short can be found Here.

Other Queries

For any non-claims related query which is not dealt with within our FAQs, please email us at one of the following addresses:

• For enquiries about aircraft insurance, please email us at enquiries.av.eu@visicover.com
• For any other, non-claims enquiry, please email us at enquiries.eu@visicover.com

We will always try to respond to your initial enquiry within two working days.

At Visicover we believe you deserve a courteous, fair, prompt and efficient service, and we work hard to ensure that this is what we deliver. However, we know there is always more we can do to improve, so if you have any comments on how we could make our service even better, please send them to enquiries.eu@visicover.com.

Complaints Relating To Claims

If your complaint relates to a claim, please follow the instructions outlined in your Policy Booklet. Details on how to view your Policy Booklet can be found here. 

Complaints Not Relating To Claims

We realise that things can occasionally go wrong and you may feel we have not provided the service you expect. If you feel this is the case with any aspect of our service, other than in relation to a claim, please send full details of the problem to complaints.eu@visicover.com.

If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the issue. You will receive an acknowledgement, together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of the position at no later than 4 weeks and a final response no later than 8 weeks.

Should you remain dissatisfied with the final response from the above or if you have not received a final response within eight weeks of the complaint being received, you may be eligible to refer your complaint to an ombudsman for arbitration. This will depend on your country of residence so for details of these services in different countries click the applicable link below:

Denmark

Estonia

Finland

Ireland

Latvia

Lithuania

Netherlands

Norway

Sweden

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at here.

A full copy of our complaints procedure is available on request.

There are a number of help features built in to our website: 

• Frequently Asked Questions (FAQs): These provide online guidance covering everything from how your insurance policy operates and what it covers, to how to make changes to your policy online or view the cover you currently have in force. Click here to access our FAQs. 

• Automated Help: As you progress through a quote or policy change, help relating to whichever field you are in is automatically displayed next to the field.

• On Demand Help: To display more detailed help while progressing through a quote, click the '?' icons which appear on the different quote pages. 

The Terms of Use are the rules which we require people to abide by when using the Visicover site. They cover issues such as trademarks, ownership of site materials, and the use of external links.

They are distinct from the Terms of Business which is an agreement that sets out details of the services we provide as an insurance intermediary and the basis on which we operate when assisting in the arrangement of insurance policies.

The Terms of Business is an agreement that sets out details of the services we provide as an insurance intermediary and the basis on which we operate when assisting in the arrangement of insurance policies.

They are distinct from the Terms of Use which are the rules which we require people to abide by when using the Visicover site. They cover issues such as trademarks, ownership of site materials, and the use of external links.