SUPEREUROTRAVEL INSURANCE

Travel insurancesince 1922.

Valid as of 1 January 2015.

2

CONTENTS

Cover for travels ����������������������������������������������������������������������������������������������� 3

Unique service network ������������������������������������������������������������������������������������ 3

Traveller's insurance and traveller's luggage insurance �������������������������������������� 3Fixed-term or continuous travel insurance ��������������������������������������������������� 4Validity of travel insurance�������������������������������������������������������������������������� 4Do you do sports? �������������������������������������������������������������������������������������� 4Are you travelling to a high-risk area? ��������������������������������������������������������� 4Who is the insurance granted to? ���������������������������������������������������������������� 4

Traveller’s insurance ����������������������������������������������������������������������������������������� 4Medical expenses indemnity ����������������������������������������������������������������������� 4Travel-time illness and travel-time accident �������������������������������������������������� 4Cancellation and interruption of a journey ��������������������������������������������������� 5Missed departure���������������������������������������������������������������������������������������� 5Delayed departure �������������������������������������������������������������������������������������� 5Assault ������������������������������������������������������������������������������������������������������ 5Repatriation of a deceased �������������������������������������������������������������������������� 5Handicap benefit and death benefit ������������������������������������������������������������� 5Handicap benefit ���������������������������������������������������������������������������������������� 5Death benefit ��������������������������������������������������������������������������������������������� 6

Luggage insurance�������������������������������������������������������������������������������������������� 7Luggage delay �������������������������������������������������������������������������������������������� 7Theft of travel documents ��������������������������������������������������������������������������� 7What does luggage include? ������������������������������������������������������������������������ 7Prevent losses �������������������������������������������������������������������������������������������� 7Compensation of luggage losses ������������������������������������������������������������������ 7Compensation in the form of cash or property ��������������������������������������������� 7Travel liability and legal expenses travel insurance ��������������������������������������� 7Travel liability insurance ����������������������������������������������������������������������������� 7Legal expenses travel insurance ������������������������������������������������������������������ 8

Cancellation and termination of travel insurance ����������������������������������������������� 8Erroneous information provided by the policyholder ������������������������������������ 8

What to do in case of loss or injury ������������������������������������������������������������������� 8Travel illnesses and travel accidents ������������������������������������������������������������ 8Journey cancellation����������������������������������������������������������������������������������� 8Damage or loss related to my luggage ���������������������������������������������������������� 8Apply for compensation once you are back home� ��������������������������������������� 8

Filing a complaint or an appeal against a decision taken by

the insurance company ������������������������������������������������������������������������������������� 8

International services ��������������������������������������������������������������������������������������� 9

Euro-Center offices ������������������������������������������������������������������������������������������� 9Contact information of Euro-Center offices �������������������������������������������������� 9

European affiliates �������������������������������������������������������������������������������������������10

Travel loss emergency services �������������������������������������������������������������������������10

Privacy policy��������������������������������������������������������������������������������������������������10Claims and misuse registers �����������������������������������������������������������������������10

Customer service �������������������������������������������������������������������������������������������� 12

3

COVER FOR TRAVELS

Traveller’s insurance

Travelling alone Travelling with the insured as family member or with a grandparent

Under 15 yrs Requiring traveller's insurance of their own

The traveller's insurance of a family member or grandparent provides cover for children, too�

Children aged 15 or more

Requiring traveller's insuranceof their own

Requiring traveller's insuranceof their own

Luggage insurance + travel liability insurance and legal expenses travel insurance

Regardless of age Requiring luggage insurance of their own

The insurance of a family member living in the same household who is your travelling companion covers everyone's luggage up to the sum insured�

This product description is about Eurooppalainen's Su-perEuro insurance, providing a general picture about Su-perEuro travel insurance for private individuals�

When travelling in foreign places and unfamiliar circum-stances, the risks differ from those we face in our daily lives� Practices vary from country to country, and for exam-ple, the costs and availability of medical care may be very much different from that in Finland� This is why a travel policy is highly recommended for travels abroad, and use-ful even in domestic travel� Travel policies for trips within Finland and the Nordic Countries are almost half the price compared to regular policies�

Unique service networkSuperEuro travel insurance policies are provided by Eu-rooppalainen, Finland's only insurance company special-ising in travel insurance� When you have taken out this travel insurance, you will have access to Eurooppalainen's unique overseas service network�

• In popular holiday destinations, Eurooppalainen has Euro-Center offices, which provide assistance and pay compensation�

• The emergency phone services take calls 24 hours a day�

• When you present your insurance policy or card, doctors and hospitals belonging to Eurooppalainen's service network will invoice Eurooppalainen directly�

• You will also get assistance and compensation from Eurooppalainen's subsidiaries around Europe�

For more information about the service network, go to www�eurooppalainen�fi�

Traveller's insurance and traveller's luggage insurance

There are two types of travel insurance: traveller's insur-ance compensates for the insured person's personal in-juries, while luggage insurance compensates for luggage losses� These can be taken out regardless of each other�

Traveller's insurance is personal� Children under 15 years of age travelling with their family member of grandparent are, however, included under their their travelling compan-ion's policy� Children's insurance cover has the same claim types as the policyholders�

Luggage insurance also covers the luggage of family mem-bers who are living in the same household with the insured person�

Travel liability insurance and legal expenses travel insurance are always incorporated into the luggage insurance�

4

Fixed-term or continuous travel insuranceTravel insurance can be taken out as a fixed-term policy or a continuous policy� This product description only con-cerns fixed-term travel insurance�

A fixed-term travel insurance policy can only be taken out for up to a three-month continuous journey�

If you travel regularly, we recommend that you take out a continuous traveller's insurance� You can calculate its price and buy it on our website at www�op�fi or www�pohjola�com�

Validity of travel insuranceA fixed-term travel insurance policy comes into effect no earlier that the moment it has been paid for� The policy is valid from the beginning of your journey until you get back, provided your journey does not exceed the validity period� Should your return journey be delayed for a reason that is beyond your control, we will extend the validity by 48 hours�

The insurance cover is valid on journeys abroad and in Fin-land made during working hours and leisure time to places which are more than a straight-line distance of 50  kilo-metres from the home, place of work or study or holiday home of the insured�

Do you do sports?Traveller's insurance does not cover sport games or match-es arranged by a sports association or club, or in training arranged according to a training programme or in training typical of the sports� Without a separate agreement and premium, the insurance does not cover sports and activi-ties specified in the insurance terms and conditions�

Are you travelling to a high-risk area?Traveller’s Insurance is not valid in a high-risk area, that is, a country or area to which the Ministry for Foreign Affairs of Finland recommends avoiding travelling or which the Ministry recommends leaving� To see a list of high-risk ar-eas, go to eurooppalainen�fi > Private Customers > Insur-ance > Traveller's insurance or op�fi > Private Customers > Insurance > Are you travelling to a high-risk area?

If you have arrived in a high-risk area before the recom-mendation was issued, the insurance will be valid for 10 days from the date the recommendation by the Ministry unless a major was is in progress or you have taken part in an armed conflict, a peacekeeping operation organised by the United Nations, the European Union or other organisa-tion, or in some other military operation�

Traveller’s Insurance is valid in high-risk areas normally if, for example, your travel illness is in no way connected to the reason to either not travel to or to leave the area�

Agree separately if you need temporary insurance coverage in a high-risk area�

Who is the insurance granted to?Travel insurance can only be granted to a person under 86 years of age who resides permanently in Finland� Anyone in the Finnish population register whose actual place of residence is in Finland is considered to reside permanently in Finland� The requirement for 'actual residence' is not fulfilled if, within the past two years, the person has spent the majority of time (that is, over 12 months) at the same

destination abroad� In order to be granted a traveller's in-surance, the applicant must have a valid Kela card�

Note! Remember to take out travel insurance before your journey�

You can have the insurance contract documentation in ei-ther Finnish or Swedish�

Traveller’s insuranceTravellers insurance always includes medical expenses in-demnity, to which you can also include a handicap and death benefit�

Medical expenses indemnity

Travel-time illness and travel-time accidentThe insurance covers, without a deductible and without an upper monetary limit, medical expenses incurred due to a travel-time accident requiring medical treatment or an illness which began during the trip and required medical treatment during the trip or within 14 days following the end of the trip� The time limit of 14 days does not apply to an infectious disease with a longer incubation period� The insurance does not cover expenses arising from treat-ment of mountain sickness, examination or treatment of infertility or from complications caused by these events or conditions, or other treatment related to pregnancy unless it is the question of an unexpected change in pregnancy which necessitates treatment� Nor does the insurance cov-er illnesses caused by abuse of intoxicants�

Travel accidents not coverable under the insurance include infectious diseases caused by a bite or sting and the psychic consequences of an accident� Treatment expenses incurred due to a travel accident are covered for a maximum of three years after the accident� Treatment of travel-time illness are covered for a maximum of 120 days from the outset of treat-ment� Expenses incurred due to acute, emergency-type treat-ment given during a trip for a maximum of one week are covered, provided that the insured suffered from a sudden and unexpected worsening of an existing illness� If the med-ical condition was likely or expected on the basis of general medical experience, no compensation is paid�

For example, the following treatment expenses are covered provided that medical examination or treatment is pre-scribed by a doctor and that the examination or treatment procedures are in accordance with generally accepted med-ical practice

• examination and treatment procedures carried out by physicians or healthcare professionals

• pharmaceutical products and wound dressings sold at pharmacies

• daily hospital charges• reasonable travel expenses to a local doctor or hospital• treatment of dental injury caused by travel accident• expenses incurred due to treatment of an injury caused

by biting to a tooth or dentures for up to EUR 120• expenses incurred due to treatment of a sudden tooth-

ache, including reasonable local travel expenses, are covered up to EUR 120

• spectacles, hearing aids, dentures and safety helmets in use and broken in the travel-time accident

• costs of the acquisition of an orthopaedic brace or bandage if no more than two weeks have elapsed from a coverable operation or accident as a result of which

5

such a brace of bandage is required� In cases like this, these expenses are only covered up to EUR 500 per operation or accident�

• necessary expenses incurred, during the trip and relat-ed to the medical treatment, due to telephone calls up to EUR 170

• expenses for repatriation of the insured patient to Fin-land and travel expenses for an escort where necessary

• travel expenses for one close relative to visit the insured and return home, plus accommodation, if the insured is fatally ill or injured�

Expenses incurred due to the insured patient's repatriation to Finland and the close relative's travel to the place of the insured patient, including expenses for the escort, are sub-ject to the insurance company's prior approval�

Coverable treatment expenses do not include costs of acquiring micronutrient, mineral, nutritive or vitamin preparations, or anthroposophic or homeopathic prod-ucts� Coverable treatment expenses do not include medical equipment or other aids or artificial limbs or orthopaedic braces or bandages, unless no more than two weeks have elapsed from a coverable operation or accident as a result of which such a brace or bandage is required� In cases like this, too, these expenses are only covered up to EUR 500 per operation or accident� We do not cover expenses aris-ing from treatment of withdrawal, either�

Expenses incurred due to physiotherapy are coverable af-ter surgical operation or cast treatment, provided that The treatment must be prescribed by a physician and given in a nursing institution� The insurance covers a maximum of one physical treatment period which may include a maxi-mum of ten treatment sessions�

Cancellation and interruption of a journeyTravellers insurance covers cancellation or curtailment of a journey if the insured or the insured person's spouse, child, parent, sibling or the travel companion together with whom the insured has reserved the trip becomes seriously ill or is severely injured in an accident or dies� The insured person's absence from the journey or untimely return to Finland is only covered if it was deemed necessary by a physician� The insurance terms and conditions specify in detail those who are considered next-of-kin�

Cancellation and curtailment are also covered if they are due to a substantial loss of or damage to the insured per-son's property in Finland�

In the event of cancellation, the insurance covers any costs paid in advance for which the insured is liable in view of the tour operator's conditions, as follows:

• In package tours arranged in compliance with the Pack-age Travel Act, office expenses as per the general terms and conditions of package tours�

• in case of cancellation of tours arranged in compliance with the special terms and conditions referred to in the general terms and conditions for package tours, reasonable expenses are covered, but no more than 75 % of the tour price

For cancellation of other travel services, contractual ex-penses paid in advance are covered up to a maximum total of EUR 1,000 per journey and per insured person�

Cancellation of a trip is not covered if the insurance con-tract was concluded later than three days prior to the be-ginning of the journey, or if the reason for the cancellation became apparent before entering into the insurance con-tract, or if the reason for the cancellation was the insured person's phobia�

Where a journey is curtailed, the insurance covers, up to EUR 1,700, additional travel and accommodation expenses and expenses for an unavoidable, new journey to the place of work or study, and unused services and excursions for which the insured has paid separately in advance� If the insured becomes seriously ill or is severely injured and thereby loses travel days due hospital treatment or untime-ly return, he/she will paid daily benefit (EUR 43 per day) for the lost travel days�

Insured persons on a package tour who have lost over half of their travel days have a choice between a new tour or the daily benefit� A new tour is also offered to the patient's spouse or one of the parents of a child under 15, provided they are covered by traveller's insurance�

Missed departureIf the insured fails to arrive at the departure point of a jour-ney to a foreign destination because a public conveyance is delayed or the vehicle used by the insured in involved in a road accident or develops a technical malfunction, the in-surance covers the necessary and reasonable travel and ac-commodation expenses required to make sure the insured will be able to depart as scheduled, or if the insured is too late to take part in the journey, the price of the journey�

The indemnity for missed departure is a maximum of EUR 2,000�

Delayed departureIf the insured is delayed for more than six hours at the departure or return location of a journey to/from a foreign destination because of the delay of the public conveyance, he/she is entitled to expenses compensation of EUR 34 for each 6-hour period or part thereof exceeding the qualifying period, or up to EUR 340�

AssaultThe insured is paid compensation for pain and suffering and for loss of income if he has suffered bodily injury abroad as a result of assault by a person who remains un-identified or is unable to pay damages� Compensation for assault amounts to a maximum of EUR 42,500�

Repatriation of a deceasedIf the insured dies abroad, the insurance will cover reason-able expenses for transportation of the deceased to Finland, or for a funeral abroad, regardless of the cause of death�

Handicap benefit and death benefitHandicap and death benefits may be included under Su-perEuro traveller's insurance� They provide cover for acci-dents when travelling�

Handicap benefitis paid to the insured for a permanent physical handicap caused by a travel accident� The benefit for full handicap is the agreed sum insured, and for a partial handicap a corresponding proportion of it� Permanent handicap is de-termined three months after the accident at the earliest,

6

TRAVELLER’S INSURANCE

Types of compensation Coverable event CompensationMedical expenses indemnity (fixed part)

Travel illness

Travel accident

Medical treatment expenses for a maximum of 120 days�

Medical treatment expenses for a maximum of 3 years�

Other compensation included in medical expenses indemnity (fixed part)

Journey cancellation In package tours arranged in compliance with the Package Travel Act, office expenses as per the general terms and conditions of package tours�

In case of cancellation of tours arranged in compliance with the special terms and conditions referred to in the general terms and conditions for package tours, reasonable expenses are covered, but no more than 75 % of the tour price�

For cancellation of other travel services, contractual expenses paid in advance are covered up to a maximum total of EUR 1,000 per journey and per insured person�

Journey interruption Additional travel and accommodation expenses

EUR  43 per travel day lost or a new package tour if over half of the travel days are lost�

Unused excursions etc� up to a maximum of EUR 1,700

Missed departure Additional travel and accommodation expens-es or the price of the journey, a maximum of EUR 2,000�

Delayed departure Expenses compensation from EUR 34 to a maximum of EUR 340�

Assault Max� EUR 42,500,

Repatriation of a deceased Expenses compensation

Handicap benefit Permanent handicap caused by injuries suffered while travelling

Lump-sum compensation up to the selected sum insured�

Death benefit Death caused by travel accident Selected sum insured�

LUGGAGE INSURANCE

Insurance Coverable event Compensation

Luggage insurance Damage to luggage, theft Without a deductible, up to the selected sum insured�

Luggage lost or left behind Up to EUR 120�

Luggage delay of over 2 hours� Purchase of necessities EUR 85, up to EUR 340 per insured person�

Theft of passport, visa or travel tickets

Expenses up to EUR 170�

Travel liability insurance Liability for damages A maximum of EUR 170 000, deductible EUR 50�

Legal expenses travel insurance

Legal proceedings A maximum of EUR 8,500, deductible 15% but not less than EUR 151�

and three years after the accident at the latest� The medical handicap classes specified by the Ministry of Social Affairs are applied� Individual circumstances, such as profession and hobbies, are ignored when determining the handicap class�

Death benefitwill be paid if the insured person dies within three years of the injuries sustained in a travel accident�

7

Luggage insuranceLuggage insurance covers the luggage of the insured per-son and those family members living in the same house-hold travelling with him/her�

The insurance covers the breakage and theft of and other sudden and unforeseeable losses to luggage� The insurance covers any loss arising from luggage disappearing or being left behind up to EUR 120, provided that the loss was no-ticed at the place where it occurred and an outsider was informed about it immediately� Cases of theft where the actual event is unclear are considered disappearances�

The insurance does not cover any damage caused by wear and tear and scratching and chafing, for example� Neither do we compensate damage caused to sports equipment when they are used for their intended purpose�

Luggage delayThe luggage insurance also compensates for costs due to luggage being delayed� If luggage handed in for transpor-tation is delayed by at least two hours after the passenger arrived at the destination, we compensate the purchase of necessities� These expenses will be covered up to a maxi-mum of EUR 85 per day or part thereof and to a maximum total of EUR 340 per person insured�

Theft of travel documentsThe insurance covers travel, accommodation and tele-phone expenses for up to EUR 170 during travel resulting from the theft of travel tickets, passport or visa�

What does luggage include?Luggage includes the insured person's normal personal ef-fects� but excludes motorised vehicles, tools used in gainful employment, merchandise, drawings, manuscripts, com-puter software and files, removal goods or separate con-signments, animals or plants� For a complete list, see the insurance terms and conditions�

Money and valuables are compensated up to EUR 85, when you carry it on your person, and up to EUR 500 when locked inside a safe-deposit box�

Prevent lossesThe insurance terms and conditions contain safety regula-tions for the purpose of preventing losses� The safety reg-ulations must be followed� Compensation may be reduced or a claim may be rejected if the safety regulations have been ignored�

Here are some of the key points:• Close any doors, windows and hatches so that nobody

can get it without breaking them�• Place valuables in the hotel safe, at least your passport,

tickets and money�• Always keep an eye on property you are carrying with

you�• Carry as hand luggage any money, other payment

instruments and securities and valuables – such as jew-ellery, precious metal items and works of art, furs and valuable collections – and any fragile items�

• If you leave any valuables, optical instruments or electronic equipment in a car, caravan or boat, place them in a separate, locked storage space that cannot be accessed without breaking the structures or locks�

• Secure skis, snowboards and any other sports gear with a lock on to a fixed object if you have to leave them outdoors or in common storage places�

• Pack any corrosive and smearing substances and fluids so that they will not get into contact with other prop-erty�

Compensation of luggage lossesLosses are compensated either on the basis of replacement value or current value� By replacement value we mean the cost of buying equivalent property, whereas the current value means the fair value�

Luggage which just before the loss was worth at least half of the replacement value and which is repaired within two years of the loss, will be compensated at replacement val-ue�

Luggage worth less than half of the replacement value will be compensated at current value� Any compensation will be subtracted with the damaged property's residual value, that is, the value it has after the loss�

Age reductions will be made from the replacement value of the property to be indemnified� See the insurance terms and conditions what age reductions are made and how many per cent they are�

The age reduction is not applied to the costs stated in the repair bill or written repair estimate for the object� The indemnity will not, however, exceed the value of the prop-erty�

Compensation in the form of cash or propertyThe insurance company may compensate for the loss not only in cash but also by repairing the property or buying an equivalent item�

Travel liability and legal expenses travel insuranceTravel liability insurance and legal expenses travel insur-ance are always incorporated in luggage insurance� They provide cover for the insured person and accompanying family members living in the same household�

Travel liability insuranceThe insurance pays compensation for the insured person for bodily injury or material damage he/she is liable to pay by law for any loss occurring during travel�

Travel liability insurance covers any bodily injury or mate-rial damage that the insured, as a private individual, caus-es to a third party� Loss or damage caused by a child is covered even when the child is not liable to pay damages because of his/her age, and also if a child under the age of 12 caused such deliberately� In addition, the liability in-surance covers certain special cases defined in detail in the insurance terms and conditions�

Liability insurance does not cover any injury or damage to the insured or to property in the possession of the insured at the time of the loss event� Nor does the insurance cover professional, business or gainful employment, the use of a motor vehicle in traffic, the use of a boat or other vessel to be registered or the use of an aircraft� These and certain other restrictions have been stated in detail in the insur-ance terms and conditions�

8

In addition, travel liability insurance also covers up to EUR 340 of any damage caused by the insured to a rented bicy-cle, moped, scooter or corresponding watercraft� The insur-ance also covers damage to skis, ski poles or snowboards during overseas travel for up to 14 days�

The insurance company will determine your liability on your behalf and negotiate with the claimant� This requires that you hand over the handling of the matter to the in-surance company immediately and make no agreements concerning the matter on your own�

Legal expenses travel insuranceTravel legal expenses insurance covers legal expenses aris-ing from the use of legal experts in order to settle private disputes, or criminal and non-contentious civil cases in which the insured is involved as a traveller� The legal ex-penses of the counterparty are not compensated�

If the insured wishes to use the legal expenses insurance, he/she must inform the insurance company thereof in ad-vance and in writing�

Loss events covered under the insurance have been de-fined in detail and precisely in the insurance terms and conditions�

Cancellation and termination of travel insurance

Policyholders may cancel a policy in writing before its in-ception date�

The policyholder has the right to terminate the insurance contract at any time during the insurance period� Such ter-mination must be made in writing to the insurance com-pany� The policy will terminate when the notification has been given or sent to the insurance company, unless the policyholder has specified a later termination date� A pre-mium will be collected for the time of validity of the insur-ance which always amounts to at least EUR 8� The right to terminate a travel insurance policy does not, however, apply to fixed-term policies valid for less than 30 days�

Erroneous information provided by the policyholderThe insurance company has the right to terminate a trav-eller's insurance policy during the insurance period if, for example, the policyholder is found out to have provided erroneous information when applying for it, meaning that the insurance company would not have granted the policy, or if the policyholder has otherwise acted fraudulently but the contract was still binding to the insurance company� A policy may also be terminated if the policyholder has neglected the duty to inform the insurance company about an increase in risk� Factors increasing risk may be, for ex-ample, a new hobby or change of residence�

What to do in case of loss or injuryTravel illnesses and travel accidentsYou can go to any licensed physician or hospital� The best way of receiving treatment without having to pay if you use Eurooppalainen's direct-invoicing physicians� There are many other physicians who can also invoice Euroop-palainen directly� The claimant must him/herself pay the treatment expenses for loss due to travel illness and travel accident sustained in Finland and claim reimbursement of the expenses under the Health Insurance Act�

If you do have to pay for the treatment, keep the original receipts� By presenting them at a Eurooppalainen service point in Finland or abroad, you will be reimbursed�

In case of a serious illness or accident, please contact Eu-rooppalainen for an advance approval of the arrangements for transportation of the insured patient to Finland and any other arrangements�

Journey cancellationYou must first contact the tour operator in order to claim compensation for the cancelled trip� Office expenses are paid from the traveller's insurance� The luggage insurance premium will be refunded upon request�

Damage or loss related to my luggageIn the case of luggage loss or damage, inform the guide, tour leader, hotel management or the transport company official immediately� Ask for a certificate of the loss or damage� In the event of a crime, report it without delay to the local police and ask for a certificate for the insur-ance company� Luggage losses are usually compensated in Finland� If you need to be compensated immediately, for example in order to be able to continue your trip, contact the nearest Eurooppalainen service point�

Apply for compensation once you are back home.Fill in and send a loss report or claim electronically to our Claims Settlement service at www�eurooppalainen�fi or re-port the loss by phoning 010 253 1333� You can also print out a loss report or claim form from Eurooppalainen's web site�

Filing a complaint or an appeal against a decision taken by the insurance company

If you are dissatisfied with Eurooppalainen's claim settle-ment decision, you should first contact the employee in charge� You can also check with our employee that all the information relevant for making a claim settlement deci-sion has been submitted to the insurance company� If you still disagree with the decision, you can take the claim set-tlement decision in writing to a customer ombudsman� Af-ter deliberating on the matter the ombudsman will get in touch with you either by phone or in writing�

Customer Ombudsman's addressPohjola Insurance Ltd Customer ombudsman Lapinmäentie 1, 00013 Pohjola fax 010 253 2626 or asiakasasiamies@pohjola�fi

If you cannot reach agreement, you can contact the Finn-ish Financial Ombudsman Bureau which provides help and advice to consumers and entrepreneurs in insurance mat-ters�

You may also ask for a statement on the case from the Finnish Insurance Complaints Board or Consumer Disputes Board� You can approach the Finnish Insurance Ombuds-man Bureau informally with your question; nor is there any specific form to fill in if you want a statement from the Finnish Insurance Complaints Board� A request for a statement must always be made in writing�

9

A consumer may file a complaint with the Consumer Dis-putes Board� The complaint must be made in writing, pref-erably using the form provided by the Board� Before tak-ing the matter up with the Consumer Disputes Board, it is advisable to discuss the matter with a national consumer counsellor�

The Finnish Insurance Complaints Board and the Con-sumer Disputes Board are alternatives as a means of fil-ing a complaint� The boards handle cases free of charge and their decisions are recommendations about which you cannot complain�

Finnish Financial Ombudsman Bureau and Finnish Insur-ance Complaints Board Porkkalankatu 1, 00180 Helsinki 09 685 0120, fax 09 6850 1220 www�fine�fi

Consumer Disputes Board Hämeentie 3, 00530 Helsinki tel� 029 566 5200, www�kuluttajariita�fi

You can also submit a decision, following the instructions enclosed to it, to a court of justice either at your domicile in Finland or at Helsinki District Court� The action must be raised within three years from when you were informed of the decision� If your case is handled by one of the boards, this does not extend this three-year time�

Insurance companies are monitored by the Financial Su-pervisory Authority�

Financial Supervisory Authority P� O� Box 103, 00101 Helsinki Switchboard 010 831 51 www�fiva�fi

International servicesUp-to-date information on our foreign service outlets, di-rect-billing doctors and Euro-Center offices can be found at www�eurooppalainen�fi�

Euro-Center officesEurooppalainen's customers have access to unique Eu-ro-Center offices that often provide services in Finnish, too� The offices are also able to pay compensation�

Euro-Center offers our policyholders and those insured the following services, for example:

• advice on selecting doctors clinics and hospital services• loss investigation• assistance in acquiring documents such as those

related to police investigations, and the provision of interpreter services

• compensation for loss incurred at the travel destination

Contact information of Euro-Center offices

Australia, SydneyArea of operation: Continental Australia and New Zealand including nearlying islands

Sydney Euro-Center Pty� Ltd� Suite 2, Level 8, South Tower Chatswood Central 1-5 Railway Street Chatswood NSW 2067 Sydney, Australia tel� +61 2 8274 5700, fax +61 2 9247 2117 sydney@euro-center�com

Brazil, Sao PauloArea of operation: South and Central America and Cuba

Euro-Center Ltda Rua Pires da Mota, 647 – Térreo CEP: 01529-001 Aclimação São Paulo, Brazil tel� +55 11 3208 6085, fax +55 11 3203 1685 latinamerica@euro-center�com

Spain, Palma de MallorcaArea of operation: Continental Spain, Portugal, Andorra and Gibraltar and the Balearic Islands (Majorca, Ibiza, Minorca, Formentera/Cabera) and the Canary Islands (Gran Canaria, Tenerife, Lanzarote, Fuerteventura, Gomera and El Hierro)�

Euro-Center S�A� Avenida Antonio Maura 22 07012 Palma de Mallorca, Spain tel� +34 971 726 003, fax +34 971 722 616 mallorca@euro-center�com

South Africa, Cape TownArea of operation: Africa, including the islands, but not North African countries on the Mediterranean

Euro-Center Cape Town (Pty�) Ltd� 18th Floor, Metropolitan Centre 7 Walter Sisulu Avenue Cape Town 8001, South Africa tel� +27 21 440 9999, fax +27 21 440 9888 info�africa@euro-center�com

China, BeijingArea of operation: China, Hong Kong, Macao and Mongolia

Euro-Center China (HK) Co�, Ltd� (Hong Kong reg� 788926) Beijing Representative Office 8/F, Bld� C, East Lake Villas 35 Dongzhimenwai Dajie, Dongcheng District Beijing 100027, China tel� +86 10 8455 9500, fax +86 10 8451 1176 beijing@euro-center�com

Cyprus, LarnacaArea of operation: Greek part of Cyprus, Greece, Malta, Israel and Egypt

Euro-Center (Cyprus) Ltd� Scouros Court, Flat 25 12 Gr� Afxentiou Avenue, Larnaca 6023, Cyprus tel� +357 24 659 860, fax +357 24 659 861 cyprus@euro-center�com

10

Thailand, BangkokArea of operation: Thailand and Northeast Asia

Postal address: Euro-Center (Thailand) Co� Ltd� P�O� Box 11, Ratchathevi, Phyathai Road, 10401 Bangkok, Thailand Street address: (next to Hotel Asia) Evergreen Place, 10th Floor, Suite 10 A tel� +66 2 696 3626/-27, fax +66 2 696 3628 bangkok@euro-center�com

Czech Republic (Prague)Area of operation: Albania, Austria, Belgium, Bosnia and Herzegovina, Czech Republic, Denmark, Germany, Hungary, Iceland, Ireland, Kosovo, Lichtenstein, Luxembourg, Mac-edonia, Montenegro, Netherlands, Norway, Poland, Serbia, Slovakia, Slovenia, Sweden, Switzerland and Great Britain�

Euro-Center Czech Republic Krizikova 36a 186 00 Praha 8 - Karlin, Czech Republic tel� +420 221 860 630, fax +420 227 204 502 czechrepublic@euro-center�com

Turkey, IstanbulArea of operation: Bulgaria, Romania, Turkey and Turkish part of Cyprus

Euro-Center Yerel Yardim, Hizmetleri Ltd� Sti Sahkulu Mah� Ilk Belediye Cad� Vural Arikan Apt� No� 5 D�3 34421 Beyoglu, Istanbul, Turkey tel� +90 212 315 4000, fax +90 212 315 4040 istanbul@euro-center�com

USA, New YorkArea of operation: USA, Canada, Mexico and the Caribbean (excl� Cuba)

Euro-Center USA, Inc� 65 West 36th Street, Suite 602 New York, NY 10018, USA Toll-free number for customers in the US +1 800 844 3876 tel� +1 212 265 8522, fax +1 212 265 7453, +1 212 202 7527 newyork@euro-center�com

Russia, MoscowArea of operation: Russia and the other former Soviet Repub-lics, the CIS countries Ukraine, Belarus and Moldavia, the South Caucasian countries Georgia, Armenia and Azerbaijan, as well as the Central Asian countries Kazakhstan, Turkmeni-stan, Uzbekistan, Tajikistan and Kyrgyzstan�

Savitar Group Ltd� 25/1, 7 bl, Trubnaya ul, Moscow 127051, Russia tel� +7 495 987 1775, fax +7 495 987 1776 svg@savitar-gr�com

European affiliatesEurooppalainen is a member of ETI Group� ETI (European Travel Insurance Group) is an alliance of 21 travel insur-ance companies operating in Europe� These subsidiaries will also help Eurooppalainen's customers, see www�eti-group�biz�

Travel loss emergency servicesIf you have an emergency, contact first Eurooppalainen's Emergency Service in Helsinki� The emergency services are available around the clock� The details are on the back cover�

Privacy policyWhen dealing with insurance matters, Pohjola handles customers' personal information in accordance with the Personal Data Act and insurance legislation, and takes care that customers' privacy is protected when handling per-sonal information� The company obtains information from its customers themselves, parties authorised by customers, registers maintained by public authorities, and from the credit information register�

Pohjola also uses its customer register for marketing direct-ed to customers�

Pohjola will not pass on customer details to outsiders with-out the customer's consent, unless passing on the informa-tion is based on a legal provision�

For more information on the handling of personal data, please contact any Pohjola branch office, call our service number on +358 (0)10 253 1333 or visit our company's website at www�pohjola�com where you can also view the specifications of files regarding a personal register�

Claims and misuse registersInsurance companies have a joint non-life insurance in-formation system which can be used in processing claims to check claims submitted to different companies and any misuse detected� These registers are used to prevent crime against insurance companies�

11

Eurooppalainen Insurance Company Ltd, Lapinmäentie 1, FI-00013 PohjolaDomicile: Helsinki. Main line of business: Non-life insurance companies,

The company has been entered in the Trade Register, Business ID 0196741-6

Insurance and Claims Settlement +358 (0)10 253 1333

EMERGENCY SERVICE 24/7

Emergency Service- Car and home damage +358 (10) 253 0012

Travel Emergency Service- Eurooppalainen Emergency Service +358 (0)10 253 0011- Calling from abroad +358 (0)10 253 0011

In case of serious illness or accident you may also call- Eurooppalainen's Emergency Duty Doctors +358 (0)800 9 0707- Calling from abroad +358 (0)800 9 0707

- SOS International +45 70 105 054

101

719

1 1

1.14

.

Customer service

Please save these numbers on your mobile phone.

www.eurooppalainen.fi

Calls to service number 010 253 1333 costfrom domestic fixed-line and mobile phones

EUR 0.0835/call+ EUR 0.12/min. (prices include a 24% VAT).

Calls to Pohjola's numbers beginning with 010 when calling from Finland cost:- from fixed-line phones EUR 0.0835/call + EUR 0.07/min and

- from mobile phones EUR 0.0835/call+ EUR 0.17/min. (prices include a 24% VAT).

If you are calling from outside Finland, the overseas operator's charges will be added to the call.

We record customer calls in order to guarantee secure bank and insurance transactions.

You Travel We Care