Conditions of use
Escapade Travel Insurance is accountable for, and acknowledges that it has an obligation to adopt, implement, and maintain procedures to comply with the requirements under the Personal Information Protection and Electronic Documents Act (“PIPEDA”) and applicable provincial privacy legislation in the conduct of its business. As part of this commitment, we are setting out the following statement about the manner in which Escapade Travel Insurance uses, disclose, and otherwise manage personal information in its custody and control.
Collection and use of personal information
Any medical, financial or other personal information collected throughout the course of our business relationship which identifies a specific individual is considered confidential information. This includes, but is not limited to, data you provide us with such as name, address, date of birth, relevant financial information, relevant medical history, etc. and/or personal information collected with your authorization from third parties such as physicians, hospitals, brokers, travel agencies, Medical Information Bureau, etc.
The personal information you provide us with or that is collected from third parties is used to establish your identification, understand and meet your needs and preferences, process your application, verify your eligibility for benefits and services, process and pay your claims, and assist us with complying with legal requirements.
As several of our services are provided by phone, our call center telephone lines are recorded to ensure quality of service and to protect both parties in case of disagreement.
You may revoke your consent to the use of your personal information at any time, however, in certain situations this could result in our inability to provide you with coverage, assistance or pay claim on your behalf. Consent will be obtained at the time of application, claim or at any other time during the life of our business relationship.
Access to your personal information
You may access your personal information, verify its accuracy or its completeness, and request an amendment, if necessary at any time, by contacting us in the manner set out below. You may also request in writing more detailed information concerning the content of your personal record.
Should you wish to receive a copy of the documents we have on our records regarding your personal information, reasonable reproduction and handling fees may be required. You will be informed of the charges before the documents are reproduced.
Safeguarding customer information
Escapade Travel Insurance safeguards the personal information in our custody and control against the loss, theft and unauthorized access, disclosure, copying, use, or modification. Your personal information is protected regardless of the format it is held.
When your personal information is no longer required, it is destroyed by means of shredding or otherwise, to prevent unauthorized use and access.
All the quotation and subscription steps are realized on-line through World Escapade web site. Your Insurance Confirmation, your Assistance Card with the emergency numbers, your Policy and your on-line Policy Terms will be sent by e-mail exclusively. An automatic e-mail will be generated within the minutes once your payment done. No document will be sent by mail. You have to print the documents received by e-mail for your records. In the Client Area of Worldescapade.com, you can consult a copy of your documents.
Our policies can be cancelled or refunded only in accordance of the requirements of each underwriter. If granted, the demands of refund will be treated in 30 days following the demand. Purchased by credit card, the refund will appear on the following statement of the buyer. A $25 charge will apply on any granted refund.
How to make a complaint?
We are always pleased to hear about any aspect of your insurance cover that you have particularly appreciated, or that you have had problems with. If something does go wrong, we have a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible. If you have any comments or complaints, you can write to Worldescapade Customer Service at the following address:
World Escapade – Escapade Travel Insurance – 815, boulevard Lebourgneuf, suite 308, Quebec City (Quebec) G2J 0C1 Canada.
Requests and suggestions
Your input is extremely important to us. Processes have been put in place to ensure that your concerns are addressed within 30 days of the initial request. In certain circumstances the 30 day period may be extended.
If you have any suggestions, would like to request access to your information or if you don’t find the response of your question in these web pages, our advisors are at your disposal.