Product robbed or stolen

We cover losses covered incurred due to the unnoticed theft, or theft with break-in or robbery, of goods, if this incident occurs within 180 days of the purchase. The purchase must have been made with the relevant Citadele X card. Important! You must notify the police as soon as you notice the theft. You must submit the following to Balcia: - The receipt for your purchase. - A police report/statement on the theft or robbery. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Product not delivered within 90 days

For Balcia to refund the product purchase price: - The product must be worth 20 EUR or more. - The product has been paid for and ordered, but not delivered within 90 days of purchase. - You must have written confirmation that the retailer declines to refund the customer’s purchase. You must submit the following to Balcia: - The receipt for your purchase. - Written confirmation that the retailer declines to refund the customer’s purchase. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

The price of the product has decreased

If you purchase a product with a Citadele X prime card that becomes cheaper within 30 days, and the price difference is more than 20 EUR, we cover the price difference. You must submit the following to Balcia: - The receipt for your purchase. - A notification, photograph, screenshot from a different retailer or online retailer showing the product price on the day of purchase. and/or - A notification, photograph, screenshot from the retailer or online retailer showing the sale period (start and end dates) or price reduction date within 30 days of the day of purchase. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

An incident has taken place after manufacturer warranty expires

We insure any defect named in the manufacturer warranty for an electronic device which occurs suddenly and unexpectedly within one year of the manufacturer warranty expiring, but no later than three (3) years after the product was purchased. You must submit the following to Balcia: - The receipt for your purchase. - The manufacturer’s warranty documents. - Confirmation from a repair company about the defect. - If it can be repaired: a document confirming payment from the business who undertook the repair. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Losses incurred due to damaged goods

We will cover losses incurred due to sudden, unpredictable physical damage to the goods, if this occurs within 180 days of purchase. The purchase must have been made with the relevant Citadele X card. You must submit the following to Balcia: - The receipt for your purchase; - High-quality photographs of the damage; - If it can be repaired: a document confirming payment from the business who undertook the repair. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

C card insurance

Q: Unable to embark on a planned trip or a trip has to be cut short

What is covered? - Serious illness, accidents, flare-ups of chronic illnesses and death of the customer or their family members. - Terrorist attacks, cancelled concerts, pregnancy complications. - The need to attend court; attendance needed regarding losses made to the customer’s property. - If the trip is cut short due to serious illness in family members, accident, flare-ups of chronic illnesses, death, terrorism. Balcia covers - Costs related to the booked trip (airfare, accommodation, vehicle rental, theatre or concert tickets for trips within the country of residence). - In the case of a trip being cut short, the purchase of new tickets, unused accomodation nights. You must submit the following to Balcia: - A document confirming the reason for annulment or cancellation (such as medical documentation, doctor’s note). - In the case of family members, documents confirming your relationship. - Documents confirming travel expenses (hotel, tickets, car rental agreement), your tour company agreement (if such exists). - If your trip was interrupted, your new tickets and documents confirming payment. - If the accident took place on a trip in your country of residence, information on your permanent/official residence. ! Trip cancellation also applies to trips within your country of residence. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Q: Delayed flight

What is covered? - Delay or cancellation of a regular flight for a reason independent of the customer’s wishes (technical issues, weather). - Flight discrepancies, for example, if connecting flights are missed due to delay of the first flight. Balcia covers - Meals, hotel accomodation, transport to/from the hotel (daily limit: 100 EUR). - In the case of flight discrepancies, hotel expenses (nightly limit: 100 EUR), other relevant expenses linked with transport. - Exchange of travel tickets, 50% of the price difference between previously purchased tickets and new tickets, but not exceeding the amount of 200 EUR. It is important when submitting your claim to contact your carrier for a statement confirming that your flight was cancelled or delayed. You must submit the following to Balcia: If your flight is delayed or cancelled: - A document from your airline confirming your flight was delayed, cancelled or that you were refused boarding and why. - A copy of your tickets or boarding pass. - Receipts for your food, transport and hotel. If there was a discrepancy between the time one flight arrived and the next departed: - A document from your airline confirming your flight was delayed, cancelled or that you were refused boarding and why. - Tickets (a copy of your new ticket, your unused ticket or boarding pass). - Receipts for the purchase of new tickets. - Receipts for hotel expenses during the stopover, if used. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Q: Delayed, damaged luggage

What is covered? - Baggage delay at your destination for longer than 2 hours. - Loss, theft or damage of your luggage for which the operator is at fault. Balcia covers - Essential goods, toiletries, expenses relating to the purchase of climate-suitable clothing, phone charger, sports equipment rental. - Repairs in the case of damage. If it will not be possible to repair the luggage, the actual value of the luggage, applying 15% depreciation per year starting from the second year. Important - Losses already covered by the airline are not covered. - To apply for compensation, you must contact the airport for a document confirming that your baggage was delayed, damaged or lost. You must submit the following to Balcia: - The confirmation document. - Your baggage ticket. - Receipts for the essential items you purchased to replace items in your delayed baggage (if your baggage was delayed) or a photo and the purchase year and price of your damaged baggage. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Q: Stolen baggage

What is covered? Theft of baggage while in the possession of the customer. Balcia covers - Essential goods, toiletries, expenses relating to the purchase of climate-suitable clothing, phone charger, sports equipment rental. Important! You must notify the police as soon as you discover your baggage has been stolen. You must submit the following to Balcia: - A police report; - Receipts for your purchases replacing items within your stolen luggage. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Q: Medical help during a trip

What is covered? - Sudden heavy illness. - Accidents. - Flare-ups of chronic illness. Balcia covers - Medical expenses: doctor’s visits, medicines, urgent operations, transport, urgent dental treatment, pregnancy complications (<32 weeks), technical medical aids. - Medical evacuation, transport: specialised transport, expenses for the person accompanying the patient (medical personnel or fellow traveller), ticket change if you miss your flight. - Repatriation: transportation of mortal remains to their country of residence. - Evacuation of children, if they become unaccompanied. - Arrival of 1 family member: tickets, hotel and per diem (up to 100 EUR per day). Important: Always contact Balcia if the insured person is conscious. Balcia will inform you of where to go depending on the patient’s health condition. If you cannot contact Balcia, you should go to a state, rather than private, medical institution where possible. If you are in the USA, Turkey, Egypt, Greece, Bulgaria, Russia, Belarus, Spain or Thailand, be sure to contact Balcia. You must submit the following to Balcia: - A doctor’s note confirming diagnosis. - Invoices and a document confirming that the invoice has been paid. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.ee.

Q: Legal help

What is covered? Losses incurred due to seeking legal assistance abroad should you accidentally breach local traditions, norms or laws and have run into legal problems as a result. Balcia covers: Legal expenses. You must submit the following to Balcia: - A police protocol for the incident; - Confirmation of invoice payment for legal services. When an insured event has occurred, call Balcia assistance service phone: (+372 69 91 575, e-mail: citadele@balcia.ee.

Q: Third party insurance

To submit a claim for third-party insurance, you must have the third party’s claim. What is covered? - Injury done to the health or possessions of a third party as a result of actions or inactions of you or your child. Balcia covers: - Emergency medical attention for the third party. - Repair or replacement of damaged goods. - Rescue expenses. - Judicature expenses. You must submit the following to Balcia: - The third party’s claim (copy) to cover their losses. - Confirmation from state law enforcement that the incident took place. - Eyewitness accounts of the incident, or any other documents confirming the incident. When an insured event has occurred, call Balcia assistance service phone: +372 69 91 575, e-mail: citadele@balcia.lv.

An accident happened? Find out what to do!

Insurance for every trip worldwide

The specified limits refers to one case, not a time period.

Insured purchases

Purchase insurance valid 180 days from receiving the goods.

No additional costs

All insurances already included in monthly fee of the card.

Travel insurance

	C supreme	C prime	C Infinite
Insured risks	Maximal insured amount per case per one card*
Insured family members	-	Spouse or cohabiting partner, parents, children and grandchildren under the age of 21 traveling together	Spouse or cohabiting partner, parents, children and grandchildren under the age of 21 traveling together
Medical expenses	100 000 EUR	300 000 EUR	500 000 EUR
Dental expences	500 EUR	500 EUR	500 EUR
Medical aids expenses (glasses, hearing aids, prosthetic appliances, etc.)	500 EUR	500 EUR	500 EUR
Luggage insurance	-	1000 EUR	2000 EUR
Luggage delay over 4 hours	-	400 EUR	700 EUR
Travel inconvenience insurance* - cancellation, suspension of travel, - missing your transit	-	2000 EUR	5000 EUR
Flight ticket change	-	200 EUR	400 EUR
Self-risk coverage under vehicle rental agreement	-	2000 EUR	3000 EUR
Liability insurance	-	10 000 EUR	20 000 EUR
Legal aid	-	1000 EUR	10 000 EUR
Accidents	10 000 EUR	30 000 EUR	50 000 EUR
Sport**	-
	Apply for C supreme	Apply for C prime	Read more

C supreme

Insured risks	Maximal insured amount per case per one card*
Insured family members	-
Medical expenses	100 000 EUR
Dental expences	500 EUR
Medical aids expenses (glasses, hearing aids, prosthetic appliances, etc.)	500 EUR
Luggage insurance	-
Luggage delay over 4 hours	-
Travel inconvenience insurance* - cancellation, suspension of travel, - missing your transit	-
Flight ticket change	-
Self-risk coverage under vehicle rental agreement	-
Liability insurance	-
Legal aid	-
Accidents	10 000 EUR
Sport**	-
Apply for C supreme

C prime

Insured risks	Maximal insured amount per case per one card*
Insured family members	Spouse or cohabiting partner, parents, children and grandchildren under the age of 21 traveling together
Medical expenses	300 000 EUR
Dental expences	500 EUR
Medical aids expenses (glasses, hearing aids, prosthetic appliances, etc.)	500 EUR
Luggage insurance	1000 EUR
Luggage delay over 4 hours	400 EUR
Travel inconvenience insurance* - cancellation, suspension of travel, - missing your transit	2000 EUR
Flight ticket change	200 EUR
Self-risk coverage under vehicle rental agreement	2000 EUR
Liability insurance	10 000 EUR
Legal aid	1000 EUR
Accidents	30 000 EUR
Sport**
Apply for C prime

C Infinite

Insured risks	Maximal insured amount per case per one card*
Insured family members	Spouse or cohabiting partner, parents, children and grandchildren under the age of 21 traveling together
Medical expenses	500 000 EUR
Dental expences	500 EUR
Medical aids expenses (glasses, hearing aids, prosthetic appliances, etc.)	500 EUR
Luggage insurance	2000 EUR
Luggage delay over 4 hours	700 EUR
Travel inconvenience insurance* - cancellation, suspension of travel, - missing your transit	5000 EUR
Flight ticket change	400 EUR
Self-risk coverage under vehicle rental agreement	3000 EUR
Liability insurance	20 000 EUR
Legal aid	10 000 EUR
Accidents	50 000 EUR
Sport**
Read more

Travel insurance is valid for the first 90 calendar days per trip, while the number of trips per year is not limited. Travel insurance amounts are attributed to C card users under 80 years of age (included). Customers over 80 are not insured.
* Deductible of 15% applies to the payment of the insurance benefit due to cancellation or termination of a trip
** Insurance is not valid if you participate in competitions of sports as a professional athlete

For cards C supreme, C prime and C Infinite

You will be reimbursed for treatment abroad in case of sudden illness or accident, including a doctor's visit, medication, emergency surgery, emergency dentistry, pregnancy complications, purchase of technical medical aids, and in case of COVID-19.

For cards C prime and C Infinite

Cost of transportation and accommodation will be reimbursed in case:

trip cancellation due to a sudden illness or accident;
connecting flight delay due to a technical failure or bad weather.

If your luggage is delayed for more than 4 hours, the purchase or rental of essential goods or travel-oriented items such as climate-appropriate clothing or sports equipment will be reimbursed.

For cards C prime and C Infinite

The insurance coverage is valid for active amateur sport activities, such as mountain hiking up to 3000m without any special mountain equipment, biking or scuba diving up to 10 meters. Alpine skiing, snowboarding and snowmobiling is insured only when you take part in activities on specially designed tracks. See full list of insured sport activities in Terms and Conditions.
Sport insurance coverage is not valid for professional sports and participations in all types of competitions.

For cards C prime and C Infinite

If your rental vehicle suffers damage during your trip and you have purchased CASCO insurance when renting the vehicle, then your card insurance will cover a self-risk limit of up to 2000 EUR for C prime and up to 3000 EUR for C Infinite card.