Information about your insurance

Version 1.0

We are providing you this product automatically as part of the package of rewards for Full Yonder Members. Yonder does not provide advice or offer policies from any other providers and we do not receive any payment for introducing you to Qover.

This is a complementary product provided to all successful applicants of a Full Yonder Membership. 

This insurance policy will provide financial protection in the event of:

  • medical emergencies
  • delayed or missed departures
  • cancellation or curtailment
  • lost, stolen or delayed possessions
  • personal liability when travelling
  • car rental excess waiver

The policy also includes winter sports cover. This includes cover for:

  • loss of, theft, or damage to your rented or owned ski equipment
  • cover for ski pack expenses following illness or bodily injury
  • piste closure due to adverse weather condition, avalanche or insufficient snow

Your coverage is administered by Qover, and is underwritten by Lloyd's Insurance Company S.A. Under this arrangement Yonder will pay Qover for the insurance cover. You will not pay any premiums or fees for the insurance cover.

This reward is included with your Full Yonder card and it cannot be cancelled separately. If you close or downgrade your Full Yonder account your automatic travel insurance benefits will also stop.

Making a claim

You should be aware of the following points in the event you wish to make a claim:

  • You must be a resident in the Netherlands, and your journey must begin and end at your home in the Netherlands.
  • To activate your Yonder travel insurance, you need to pay for at least one core part of your trip with your Yonder card before your trip starts. Your Full Yonder Membership must also be active at the time you book and remain active, without interruption, up to and including the date of the incident you are claiming for.  Note that for cancellation and curtailment claims, any reimbursement for unused travel, accommodation, and activities will be limited to the amount paid for with your Full Yonder card.
  • There are a number of exclusions, for example in relation to pre-existing medical conditions, so please make sure you read the policy documentation carefully.

You may already have cover elsewhere and if you need to make a claim this should only be done under one policy. You do not have to use this policy.

If you have any questions about your insurance coverage you can contact Qover at https://yonder-insurance.zendesk.com/hc/nl-nl/requests/new

Qover may record communications (including phone calls) for training, quality assurance, or fraud prevention purposes.

If you have a complaint about the travel insurance

Qover and International SOS aim to provide a high-class service at all times. However, if the service is found to be unsatisfactory, please follow the below process to resolve the problem.

1. Contact Qover

Please make a complaint by completing the online form:

https://yonder.qover.com/complaints

If you’re unable to use the form, you can also contact Qover by:

  • Email: mediation@qover.com
  • Phone: + 31 20 532 9301
  • Post:
    Mediation service of QOVER SA/NV
    Rue du commerce 31, 1000 Brussels, Belgium

Qover will:

  • Confirm receipt of your complaint within 3 working days, and
  • Provide a final written response within 8 weeks after first receiving your complaint.

2. Escalate to Lloyd’s

If you’re not satisfied with Qover’s response, you can escalate the situation to the Complaints Department at Lloyd’s who may in certain circumstances be able to review your complaint.

  • Email: LloydsEurope.Complaints@Lloyds.com
  • Phone: +32 (0) 227 39 40
  • Post:
    Service Manager
    Complaints team
    Lloyd’s Insurance Company S.A.
    Bastion Tower
    Marsveldplein 5
    1050 Brussels Belgium

3. KIFID

In the event your complaint still isn’t resolved, it may be possible to refer it to the Financial Services Complaints Institute: 

Klachteninstituut financiële dienstverlening (KIFID): PO Box 93257, 2509 AG The Hague or via www.kifid.nl

However, if you choose to submit the complaint to the KIFID for binding advice, you will no longer be able to submit your complaint to the judgement of a court of law.

The above complaints handling arrangements are without prejudice to Your right to initiate legal proceedings.

The above complaints handling arrangements are without prejudice to Your right to initiate legal proceedings.

Further information about how to make a complaint is set out in policy documentation you will receive but you can also contact us if you have any questions or other complaints.

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Please be aware that we are not the insurer but are providing you with access to an automatic group insurance policy through Qover (as intermediary) on behalf of Lloyd’s Insurance Company S.A. (as insurer).

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