COVID-19 (Corona Virus) Information
29th May 2020 – 12:00
❗️ COVID-19 / Notice to Customers ❗️
Our Head Office in Valletta is re-opening to the public as from 1st June 2020, with preventive measures in place to minimise the spread of the COVID-19 virus.
Our offices will be open as per our standard working hours and customers will be asked to follow strict measures, including wearing a face mask, sanitising their hands, having their body temperature read, and maintaining a safe distance from others at all times.
We would like to remind our esteemed clientele that they may be serviced online at www.laferla.com.mt or via e-mail by contacting us on [email protected].
In recent weeks, Laferla Insurance has been working to extend the number of online and contactless services which we offer. Besides our existing online services including the purchasing of new Motor, Home, Health, Travel, Boat, Pet and Wedding insurance policies; as well as our online client portal, which allows customers to renew any insurance policy online as well as view their transaction history and settle outstanding invoices, we have introduced a number of new services, including:
- Easy payment links for any policies taken out over the phone or by e-mail, or amendments requested for which a payment is due. Clients will now receive a unique payment link by e-mail, allowing them to easily settle the amount due by credit card or cryptocurrency, similar to any other transaction on our website.
- Online claims submission for Motor, Home, Health and Travel Insurance. This will allow clients to fully submit claims online, without needing to visit our offices or mail in any documents.
- Online proposal forms for Motor, Home, Health and Travel Insurance. This feature allows clients to fully complete a proposal form online, including signing with a digital signature. We have also extended this functionality to our Tied Insurance Intermediaries, allowing them to service our mutual clients more efficiently and in a contactless manner.
We continue to strive for excellence in service delivery, and will continue to improve our methods of communication regardless of the COVID-19 virus situation. Meanwhile, we believe that our current setup puts us in an excellent position to service our valued clients in the best ways possible in these challenging times. Whilst thanking our clientele for their cooperation in striving to adopt a more digital and contactless approach, we remain open to feedback and suggestions on how this may be improved further.
Important Insurance Policy information relating to COVID-19
1. Important changes to your active Travel Insurance Policy or active Travel Open Cover Section
Kindly note that your travel policy and/or your travel open cover section under your policy is being endorsed as follows:
COVID-19: Specific Exclusion – this exclusion applies for trips booked on and after the 10th March 2020.
Section 1 – Cancellation & Abandonment
We will not pay any claim/s under Section 1 – Cancellation & Abandonment arising from any travel to countries/areas included in the L.N. 42 of 2020 – Travel ban order, 2020 or any other order issued accordingly by the Maltese Government and/or the Superintendence of Public Health. This exclusion also applies to travel itineraries which include these countries/areas.
Section 2 – Emergency Medical & Associated Expenses and Hospital Benefit
We will not pay any claim/s under Section 2 – Emergency Medical & Associated Expenses and Hospital Benefit for costs related to COVID-19 arising from any travel to countries/areas included in the L.N. 42 of 2020 – Travel ban order, 2020 or any other order issued accordingly by the Maltese Government and/or the Superintendence of Public Health. This exclusion also applies to travel itineraries which include these countries/areas.
This above exclusion applies to the following products:
- Travel Open Cover;
- Travel Annual Cover Section under the Max Protect policy;
- Travel Open Cover Section under the SME policy.
2. What’s covered under the Travel Policy?
Policies taken out and/or trips booked before 10th March 2020
If the Government of Malta issues an official travel ban to your travel destination (refer to L.N. 42 of 2020 – Travel ban order, 2020), then you are eligible to claim under Section 1 – Cancellation & Abandonment of your policy. If no travel ban has been enforced and your airline has cancelled your flight, you should seek compensation form the airline.
If you are currently in a country or area affected by COVID-19, then you are eligible to claim:
- under Section 1 – Cancellation & Abandonment if your trip is necessarily extended due to an insured event;
- under Section 2 – Emergency Medical and Associated Expenses and Hospital Benefit in case you incur any medical expenses.
Policies taken out and/or trips booked on or after 10th March 2020
If you travel to countries included in the Government Restriction related to COVID-19 (refer to L.N. 42 of 2020 – Travel ban order, 2020), the policy will not cover any claims for:
- trip cancellation or abandonment;
- medical and/or associated expenses related to COVID-19.
This also applies to travel itineraries which include these affected countries/areas.
3. Lodging an Insurance Claim
If you would like to lodge a travel claim, we encourage you to do this electronically either by completing and returning a claim form to [email protected].
The following supporting documentation is required:
- Receipts regarding pre-paid expenses;
- Airline tickets, hotel vouchers and other relevant tickets (e.g. concert tickets) being claims;
- Booking conditions including cancellation conditions and amounts to be paid;
- Confirmation form travel agent/carries (e.g. Air Malta, Virtu Ferries) whether any refund is due on amounts paid.
We reserve the right to request any additional information and/or documentation as deemed necessary.