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Terms & Policies

Terms & Policies

  • LEGAL NOTICES
  • COOKIE POLICY
  • CONFLICTS OF INTEREST & INDUCEMENT POLICY
  • DATA PRIVACY
  • COMPLAINTS
  • FAQ

Legal notices

NL : Juridische bepalingen (doc.)

FR : Mention légales (doc.)

EN: Legal notices (doc.)

Qover SA/NV (in short Qover), with registered office at Rue du Commerce 31, 1000 Brussels, RPR 0650.939.878, is registered as insurance agent nr. 0650.939.878 at the register of insurance intermediaries held by the Financial Services Market Authority.

The Financial Services Market Authority (in short FSMA) is responsible for supervising the financial markets and listed companies, authorising and supervising certain categories of financial institutions, overseeing compliance by financial intermediaries with codes of conduct and supervising the marketing of investment products to the general public, as well as for the ‘social supervision’ of supplementary pensions. The FSMA has its registered office at 1000 Brussel, Congresstraat 12-14.

The register of insurance intermediaries of the FSMA can be consulted online at www.fsma.be.

All pre-contractual relations with our consumers are based upon the Belgian Insurance Law of 4 April 2014 and the Code of Economic Law. Qover will hold a copy of your insurance contract for archiving purposes. You’re always entitled to access this information upon request to contract@qover.be.

The information and other data published and made accessible through this site are purely informative. For this reason, Qover will in no way be held responsible for any periods of unavailability of service or for any typos and inconsistencies in the structure of the content. All content included on this website is intended for information only.

The general terms & conditions of the insurance products offered by Qover can be consulted online at the product configuration page of each product.

Qover has a policy on conflicts of interest and a remuneration policy, which can be consulted online on our Conflict of Interest page.

You can communicate with us in Dutch, French or English, by the following means:

  • in writing: our address is Rue du Commerce 31, 1000 Brussels
  • by phone: our general phone number is +32 2 588 25 50
  • Sending an email to claims@qover.be with all relevant and required documents in the attachment
  • via the contact form on our website

Cookie policy

NL: Cookie policy (PDF.)

FR: Cookie policy (PDF.)

EN: Cookie policy (PDF.

Qover SA/NV (in short Qover), with registered office at Rue du Commerce 31, 1000 Brussels, RPR 0650.939.878, is registered as insurance agent nr. 115284A at the register of insurance intermediaries held by the Financial Services Market Authority.

The Financial Services Market Authority (in short FSMA) is responsible for supervising the financial markets and listed companies, authorising and supervising certain categories of financial institutions, overseeing compliance by financial intermediaries with codes of conduct and supervising the marketing of investment products to the general public, as well as for the ‘social supervision’ of supplementary pensions. The FSMA has its registered office at 1000 Brussel, Congresstraat 12-14.

The register of insurance intermediaries of the FSMA can be consulted online at www.fsma.be.

All pre-contractual relations with our consumers are based upon the Belgian Insurance Law of 4 April 2014 and the Code of Economic Law. Qover will hold a copy of your insurance contract for archiving purposes. You’re always entitled to access this information upon request to contact@qover.com.

The information and other data published and made accessible through this site are purely informative. For this reason, Qover will in no way be held responsible for any periods of unavailability of service or for any typos and inconsistencies in the structure of the content. All content included on this website is intended for information only.

You can communicate with us in Dutch, French or English, by the following means:

in writing: our address is Rue du Commerce 31, 1000 Brussels
by phone: our general phone number is +32 2 588 25 50

Sending an email to claims@qover.be with all relevant and required documents in the attachment via the contact form on our website

Conflicts of interest & inducement policy

NL: Belangenconflicten beleid/Inducement Policy  (PDF.)

FR: Politique de conflits d'intérêts/Inducement Policy (PDF.)

EN: Information on Qover's policy on conflicts of interest and inducements (PDF.)

1. Information on the policy on conflicts of interest

1.1. General principles

For the conduct of its business, Qover has adopted the principle of managing in an honest, equitable and professional manner any conflicts of interest which may arise between Qover and its clients, a client and another party who act for Qover or among its clients. In accordance with the applicable law, Qover takes all necessary measures to identify and properly manage conflicts of interest which give rise to a significant risk of damage likely to harm the interests of its clients whether current, potential and former clients (hereinafter the "Client").

Conflicts of interest may arise between:

  • Qover and a Client;
  • a concerned person and Qover and/or a Client of Qover;
  • several Qover clients in connection with the provision of services offered by Qover to these Clients;
  • an intermediary/supplier of Qover and a Client.

For the purposes of this policy on conflicts of interests, the term concerned person refers to:

  • an employee or manager of Qover or a representative appointed by Qover as well as any natural person whose services are made available to and are provided under the control of Qover and who is involved in Qover's regulated activities;
  • an intermediary, partner or equivalent;
  • a natural person involved in the provision of Qover services or his representative appointed under a sub- contract for the provision of insurance services and activities.

1.2. Internal measures for the identification and management of conflicts of interests

In order to identify these conflicts of interest, Qover focuses on facts and also does its best to determine, in particular, if a concerned person, or any other person:

  • is likely to derive a financial gain or prevent a financial loss at the expense of the Client;
  • has an interest in the outcome of a service provided to the Client or of a transaction carried out on behalf of that Client, which is distinct from the Client's interest in that outcome;
  • has a financial or other incentive to favour the interest of Qover and/or a Client or group of Clients over the interests of Qover and/or another Client or an intermediary.
  • has the same professional activity as the Client; and/or
  • receives or shall receive from a person other than the Client an inducement in relation to the service provided to the Client, in the form of monies, goods or services, other than the standard commission or fee for that service.

When a conflict of interest is identified, it must be managed rapidly, equitably and adequately.

Examples of basic measures laid out in the rules adopted by Qover are:

  • effective procedures to control the flow of information in situations involving the risk of a conflict of interest likely to damage the interests of a Client;
  • appropriate controls to identify and manage multiple directorships and the concerned persons' interests outside the company;
  • appropriate measures for the protection of information on Qover's services and activities when a conflict of interest is identified;
  • where necessary, rules governing transactions by the personnel in their own name apply to the concerned persons;
  • >a review of the adequacy of Qover's systems and controls is carried out on a regular basis.

In the course of the management of a conflict of interest, it may be appropriate to have recourse to additional measures when the basic measures are not sufficient to adequately manage the potential conflict. These measures may include in particular the setting up “Chinese walls" on an ad hoc basis, specific to the transactions or other additional measures for the separation of information.

Qover employees must ensure that they adopt fully independent attitudes in their dealings with clients and insurance intermediaries. This is why measures aimed at preventing any influence and guaranteeing an independent attitude have been introduced: separation of departments, prevention of improper intervention in some activities or services, policy on gifts and invitations.

When it can reasonably be expected that any measures taken to manage a conflict of interest will not be sufficient to protect the clients’ interests, the clients concerned shall be informed of the general nature and/or of the sources of the conflict of interest. Information must be communicated prior to the provision of the product or to the implementation of the service with which the risk of conflict of interest is associated.

The procedure for notification of unmanageable conflicts of interest must remain the exception and is subject to approval by the Compliance Officer. The aforementioned step is not to substitute for the development of conflict of interest management measures as laid out and required above.

An additional support to the identification and management of conflicts of interest is provided through procedures and guidelines which have been set up in connection with other specific obligations.

 

2. Information Qover's policy on inducements

Qover enters into cooperation agreements with business introducers. Such agreement governs the rights and obligations of the parties, including the remuneration payable by Qover to the introducer.

It is important to note that Qover’s relationships with insurers work differently from traditional players. A traditional insurer builds and manages its products (and the premium integrates such internal costs on top of the risk carrying) and then remunerates brokers who merely distribute its products.

As an InsurTech, it is important to highlight that Qover is not an additional intermediary in the traditional insurance value chain. Qover builds and manages insurance products as described below (and the role of the insurer is limited to risk carrying) and make it more cost-efficient. So in QOVER approach, the insurance premium is usually spread as follow:

  • 45 to 65 % for the INSURER (to pay the claims)
  • 5 to 35 % for QOVER to cover its own expenses (portfolio management, marketing, operations, IT, actuary, etc.)
  • 5 to 25 % for the introducer

 

Qover does not increase the cost of the insurance value chain but manages instead what the insurer traditionally do in a more efficient way ultimately aiming at a better user experience.

Should you wish to have more information on these policies, the Client can contact the Compliance Officer by e- mail on the following address: compliance@qover.be or by mail: Qover - Compliance Department – Rue du Commerce 31, 1000 Brussels - Belgium.

Data privacy

Summary

Qover shall process as the controller Personal Data that it obtains in connection in accordance with its Privacy Policy and as summarized herein.

The term “Personal Data” or “Personal Information” refers to personally identifiable information about an individual, such as their name, birthday, email address, health related data or mailing address. Qover may process Personal Data in order to arrange the insured’s insurance cover (including claims and renewals), to comply with a legal requirement, to administer account, to provide customer service, to perform checks and statistical analysis, to engage in fraud prevention and market our products and services.

In order to arrange the insured’s insurance cover, or process a claim, Qover may disclose personal data to other parties such as insurance partners, underwriters, claim adjusters who act for Qover for further processing. This may include personal data being disclosed to legal or regulatory bodies in order to comply with diverse legal regulations. Qover shall endeavor to ensure that any such data processed or disclosed is appropriately protected by technical and operational security measures and contractual measures where appropriate.

Questions about Qover’s data protection practices should be directed to us:

  • To unsubscribe or amend your Personal Data, contact: contact@qover.be
  • To request deletion, a copy of Personal Data, or for any other individual data subject queries, contact privacy@qover.be
  • You are always entitled to lodge a complaint with the supervisory authority by contacting the Belgian Privacy Commission, by contacting commission@privacycommission.be


Policy

The documents below inform you of our policy regarding the collection, use and disclosure of Personal Information we receive from customers, partners and users.

We are committed to ensuring the protection of all Personal Information that we hold and to fulfilling our responsibilities and obligations under data protection legislation, especially in compliance with the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter referred to as the «General Data Protection Regulation») and the Belgian Law of 30 July 2018 on the protection of physical data with regard to the processing of personal data.

Privacy Policy EN 

Privacy Policy FR

Privacy Policy IT

Privacy Policy NL

Privacy Policy ES

Privacy Policy DE

Changes to this Privacy Policy

This Privacy Policy is effective as of 12/05/2020 and will remain in effect except with respect to any changes in its provisions in the future, which will be in effect immediately after being posted on this page.

We reserve the right to update or change our Privacy Policy at any time and you should check this Privacy Policy periodically. Your continued use of the Service after we post any modifications to the Privacy Policy on this page will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Privacy Policy.

Complaints

Klachten - België (doc.)

Réclamations - Belgique (doc.)

Complaints - Belgium (doc.)


Please let us know so how we can improve our service. You can also contact one of the instances indicated below.

You should, in the first instance, write to Qover:

QOVER SA/NV’s Complaints Department,
Rue du Commerce 31
1000 Brussels - Belgium

E-mail: compliance@qover.be
Tel: +32.2.588.25.50


If the matter still has not been resolved to your satisfaction, you may contact the insurance Ombudsman:

The Insurance Ombudsman
Square de Meeûs 35
1000 Brussels - Belgium

E-mail: info@ombudsman.as
Tel: +32.2.547.58.71


If you arranged your policy with us online or through other electronic means (e.g. phone, SMS, fax or mobile device), and have been unable to contact us either directly or through the Financial Ombudsman Service, you may wish to register your complaint through the European Online Dispute Platform - http://ec.europa.eu/odr

Your complaint will then be redirected to the Financial Ombudsman Service and to US to resolve. There may be a short delay before we receive it. Any telephone calls made in connection with this Policy may be monitored or recorded to assist with staff training and for quality purposes.

Complaints - France (doc.)

Réclamations - France


Nous sommes désolés d'apprendre que vous souhaitez déposer une réclamation. N'hésitez pas à nous contacter afin que nous puissions améliorer notre service.

Vous pouvez également contacter l'une des instances suivantes :

Vous devriez, en premier lieu, contacter Qover :

QOVER SA/NV, Département des réclamations

Rue du Commerce 31

1000 Bruxelles (Belgique)

E-mail: mediation@qover.fr

Tel: +33 9 71 07 28 38

Nous accuserons réception de votre réclamation, par écrit, dans les 3 (trois) jours ouvrables après réception de la plainte par nos servicesUne décision sur votre réclamation vous sera fournie par écrit dans un délai de 1 (un) mois à compter  de la réception de cette réclamation.

Vous pouvez contacter ensuite La fédération Française des Assurances (FFA) :

Si vous n’êtes pas satisfait de la réponse définitive dans un délai de 1 (un) mois à compter de la réception de la réclamation, Vous pouvez soumettre votre réclamation à la Fédération Française des assurances des assurances.

La Médiation de l’Assurance

TSA 50110

75 441 Paris Cedex 09

Email: le.mediateur@mediation-assurances.org

Formulaire de saisie : http://www.mediation-assurance.org

 

Vous pouvez contacter aussi la plateforme européenne de Règlement en ligne des litiges :

Si vous avez souscrit votre assurance en ligne ou par l’intermédiaire de tout autre moyen de communication électronique (par téléphone, SMS, fax ou appareil mobile), Vous pouvez également, si vous le souhaitez, enregistrer votre réclamation via la plateforme de Règlement en ligne des litiges (Online Dispute Resolution ou ODR) : https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

Il peut s’écouler un court délai avant que nous ne la recevions.

FAQ

For an overview of the most frequently asked questions please visit https://qover.zendesk.com/ 

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