Ticket insurance
Ticket insurance. Information for the Customer
If you suddenly and unexpectedly cannot attend the event, no problem! Ticket insurance will help you avoid financial losses - 100% of the ticket price will be refunded, except for the ticket insurance price.
Why is it useful for you to have Ticket insurance?
The money paid for tickets will be returned if you cannot attend the event:
- due to health disorders (including cases of COVID-19) due to which you were treated in an inpatient medical facility on the day of the start of the event or had a certificate of incapacity for work for a period of at least 5 calendar days;
- due to the illness of your minor children (up to 18 years old) (including cases of COVID-19) requiring constant care, if the disease was diagnosed no earlier than 5 calendar days before the start of the event, as well as due to bone fractures of minor children (up to 18 years old) or other injuries that occurred no earlier than 5 calendar days before the start of the event;
- in the event of a fire, plumbing accident, explosion, robbery, theft, natural disaster in your residence, which occurred no earlier than 3 calendar days before the start of the event, if the damage to your property is greater than 1000 EUR;
- death of you or your close relative;
- a traffic accident that occurred while you were going to the event, in which at least one vehicle involved in the traffic is damaged or persons are injured;
- car breakdown that occurred while you were going to the event, which makes it impossible to continue the trip and arrive at the event on time, and which requires technical assistance on the road;
- illness, injury or death of your dog or cat on the day of the event, due to which the animal had to be transported to a veterinary clinic immediately;
- your summons to a court hearing, when you did not know about this hearing on the day of ordering the tickets;
- flight delay or delay that causes you to miss the event;
- job loss that occurred no earlier than 7 calendar days before the start of the event. Job loss - termination of the employment contract at the initiative of the employer without fault of the employee or due to the bankruptcy of the company.
Important! The insurance benefit is not paid if the event does not take place due to cancellation/postponement of the event.
All information is provided in the Ticket Insurance Terms and Conditions.
Compensation amount
If you did not participate in the event due to one of the reasons mentioned above and in the insurance conditions, ERGO will compensate the paid ticket price by transferring the amount to your bank account, including all taxes, except for the insurance price. Deductible is not applied.
Insurance coverage validity
The insurance coverage is valid for 60 calendar days before the start of the event, but not earlier than from the date of purchase of the ticket to the event, until the event starts.
Event registration, consulting and assistance
If you did not participate in the event due to one of the reasons mentioned above and in the insurance conditions, ERGO will compensate the paid ticket price by transferring the amount to your bank account, including all taxes, except for the insurance price. Deductible is not applied.
Ticket Insurance Terms and Conditions
By paying the ticket insurance premium, the Insured Person, who is the ticket holder, confirms that he:
• - accepts these Ticket Insurance Terms and Conditions;
• - has read the individual Terms and Conditions of the Ticket Insurance. They were clearly explained to him and/or he has been informed of the possibility to seek additional consultation regarding the terms and conditions of the insurance contract by calling 1887 before concluding it; based on the information provided, the requirements and needs were accurately determined and objective information about this insurance service was presented in an understandable manner, on the basis of which the decision to conclude this insurance contract was made;
• - the data provided in these Ticket Insurance Terms and Conditions is accurate;
• - agrees to receive information related to the insurance contract and its performance also by email at the email address specified by the Insured Person.
Individual Ticket Insurance Terms and Conditions
Insurance object
1.1. Insurance object is the property interests of the Insured Person / Beneficiary related to the Insured Person’s / Beneficiary’s inability to attend the event for which tickets were purchased through the Policyholder’s website www.kakava.lt for reasons specified in the insurance terms and conditions.
Insured events
2.1. Insured event – the Insured Person’s inability to attend the event for which tickets were purchased through the Policyholder’s website www.kakava.lt, for at least one of the following reasons:
2.1.1. an accident or a sudden and unexpected illness affecting the Insured Person that started not earlier than 5 (five) calendar days before the beginning of the event;
2.1.2. an accident or a sudden and unexpected illness affecting the Insured Person’s minor children (under 18 (eighteen) years of age) that requires constant care or nursing, provided that the illness was diagnosed not earlier than 5 (five) calendar days before the beginning of the event;
2.1.3. a fire, a water supply system accident, an explosion, a burglary, a theft, or a natural disaster affecting the Insured Person’s place of residence and occurring not earlier than 3 (three) days before the beginning of the event, provided that the damage to the Insured Person's property exceeds EUR 1,000.00 (one thousand euro);
2.1.4. the death of the Insured Person or his/her Close Relative occurring not earlier than 10 (ten) calendar days before the beginning of the event or on the day of the event. For the purposes of these Ticket Insurance Terms and Conditions, Close Relatives shall include: a spouse or a person living together (without registration of marriage) and sharing a common household (cohabitant or partner), minor children (including adopted children), minor dependents and wards, parents (adoptive parents), guardians, brothers (stepbrothers), and sisters (stepsisters);
2.1.5. a traffic accident occurring while the Insured Person is traveling to an event, in which at least one vehicle involved in the accident is damaged or people are injured;
2.1.6. a vehicle breakdown that occurs while the Insured Person is traveling to an event, which prevents the Insured Person from continuing the journey and arriving at the event on time, and for which roadside assistance is required;
2.1.7. an illness, injury or death of the Insured Person’s dog or cat occurring on the day of the event, requiring the animal to be transported immediately to a veterinary clinic;
2.1.8. summons of the Insured Person to a court hearing, when he was unaware of the hearing on the day of booking the tickets;
2.1.9. a flight delay or cancellation:
Flight delay – a situation when a flight takes place later than scheduled, and the departure is delayed by more than 3 (three) hours but not more than 12 (twelve) hours.
Flight cancellation – a longer delay, when the flight takes place more than 12 (twelve) hours later than scheduled. A flight shall also considered cancelled if it takes place on the next calendar day. If the flight delay meets both of the above conditions, it shall be considered a flight delay;
2.1.10. Loss of the job occurring not earlier than 7 (seven) calendar days before the beginning of the event. For the purposes of these Terms and Conditions, loss of the job shall be deemed to be the termination of the employment contract at the employer’s initiative through no fault of the employee, or at the employer’s discretion, or due to the company’s bankruptcy.
Non-insured events
3.1. Non-insured event – the Insured Person’s inability to attend the event for which the Insured Person had purchased a scannable ticket due to at least one of the following reasons:
3.1.1. an intentional act of the Insured Person or his Close Relative resulting in their death, illness or injury;
3.1.2. absence of an insured event or reasons not specified in paragraph 2.1;
3.1.4. arriving late to an event, except in the case of a traffic accident or vehicle breakdown, as specified in subparagraphs 2.1.5, 2.1.6 and 2.1.9 of these Terms and Conditions.
3.2. The insurance benefit shall not be paid in the following cases:
3.2.1. the event does not take place due to its cancellation or rescheduling, the organizer’s bankruptcy, strikes, civil unrest, natural disasters, epidemics or pandemics;
3.2.2. the ticket for the event for which the payment of an insurance benefit is requested was used by participating in the event. Confirmation that the ticket was not used must be obtained from the ticket distributor;
3.2.3. compensation for losses by another person or return of money by the event organizer;
3.2.4. an incident occurs while the Insured Person was under the influence of alcohol or narcotic and/or psychotropic substances;
3.2.5. false information provided by the Policyholder or the Insured Person / Beneficiary;
3.2.6. the Insured Person was aware, before purchasing the ticket, of an incident or circumstances that would prevent him from attending the event;
3.2.7. the event for which a ticket was purchased is cancelled or postponed, or if the Insured Person's ticket is cancelled due to restrictions or limitations imposed by competent government or municipal authorities;
3.2.8. When it is directly or indirectly caused by or related to the events listed below, regardless of whether other causes and circumstances may have influenced the occurrence or amount of the losses or expenses:
3.2.8.1. war, aggression, hostile acts by foreign forces, military acts (regardless of whether war has been declared or not), a state of war (state of emergency), civil war, rebellion, revolution, insurrection, mass unrest, internal unrest reaching the scale of an uprising, a use of military or unlawful power, strikes by laid-off employees, lockouts and other actions, as well as detentions and arrests carried out by government authorities and officials;
3.2.8.2. terrorist acts of any kind; under this exclusion, losses or expenses caused by or related to the response to, prevention or suppression of the acts and events specified in items 3.2.8.1 and 3.2.8.2 shall also not be compensated;
3.2.8.3. use of chemical and/or biological substances;
3.2.8.4. incidents caused by exposure to any type of radiation (radioactive, electromagnetic, thermal, light, sound, etc.) or affected by electromagnetic fields and/or electromagnetic radiation, or use of a laser or maser;
3.2.8.5. events whose occurrence was influenced by a nuclear reaction or nuclear energy, nuclear radiation, radiation, and/or radioactive contamination;
3.2.8.6. events resulting from instructions or decisions of public authorities.
Sum insured. Deductible
4.1. The sum insured shall be equal to the ticket price, inclusive of all taxes, except for the ticket insurance price. If the Insured Person dies in an accident, the sum insured of EUR 100.00 shall be paid.
4.2. The unconditional deductible shall not apply.
Insurance benefits. Their calculation and payment arrangements
5.1. In the case of an insured event, the insurance benefit may not exceed the ticket price, inclusive of all taxes, except for the ticket insurance price.
5.2. The insurance benefit shall be calculated by dividing the total price by the number of events when a subscription ticket or season pass is purchased.
5.3. If the Insured Person purchases more than 1 (one) ticket for the same event, the insurance cover shall apply and the benefit shall be paid for a maximum of 6 (six) tickets if the tickets are not used due to an insured event specified in these insurance Terms and Conditions, as a result of which, for objective reasons demonstrated by the Insured Person, attendance at the event becomes reasonably impossible not only for the Insured Person but also for other persons for whom the tickets were purchased.
5.4. In such cases, non-attendance shall be considered justified when, due to the nature of the incident (e.g., the Insured Person remains to care for a sick minor child, other Close Relatives do not attend the event due to the death of a Close Relative, etc.), the participation of other persons who were supposed to attend the event together becomes objectively and reasonably impossible.
5.5. Other persons who were supposed to attend together, whose attendance is not directly restricted by the circumstances specified in these insurance Terms and Conditions, shall be considered as being able to attend the event, and the costs incurred by them for purchasing tickets shall not be indemnified.
Obligations of the Insured Person in the case of an insured event
6.1. Upon occurrence of an insured event, the Insured Person (or, in the event of his death – the legal heir) must:
6.1.1. not later than within 30 (thirty) calendar days of the date of the insured event, the Insured Person / Beneficiary must register the insured event on the website www.ergo.lt by selecting “Travel Insurance” in section “Register a Claim” and submit copies of documents that are necessary in order to establish the fact of the insured event:
6.1.2.1. a copy of the ticket;
6.1.2.2. if the event is not attended due to health condition – medical documents issued by a healthcare institution confirming the health condition;
6.1.2.3. a sick leave certificate issued for the purpose of caring for and nursing minor children (under 18 (eighteen) years of age), or other medical documents supporting the Insured Person’s minor children’s illness, bone fracture, or other injuries sustained;
6.1.2.4. a certificate issued by the relevant authorities confirming the occurrence of a fire, water supply system accident, explosion, robbery, theft or natural disaster, if attendance at the event is not possible due to any of the aforementioned reasons;
6.1.2.5. a death certificate, if the event is not attended due to the death of the Insured Person or his/her Close Relative;
6.1.2.6. documents confirming the family relationship;
6.1.2.7. a traffic accident declaration and, in cases specified by law, a police certificate if the person is unable to attend the event due to a traffic accident;
6.1.2.8. a document confirming the fact of the vehicle breakdown issued by a roadside assistance service or the police, if due to the breakdown the event is missed;
6.1.2.9. an invoice from a veterinary clinic for services rendered, if due to the illness, injury or death of the Insured Person’s dog or cat, the Insured Person is unable to attend the event;
6.1.2.10. a copy of the summons to the court hearing, if the event is not attended because of the summons to the court hearing;
6.1.2.11. documents confirming the termination of the employment contract and the grounds for termination, if the event is missed due to job loss;
6.1.2.12. a document demonstrating the fact of flight delay or cancellation, if the event is not attended due to the flight delay or cancellation.
6.1.3. At the Insurer’s request, the Insured Person / Beneficiary must provide additional evidence, documents and/or explanations.
6.1.4. The Insured Person / Beneficiary shall have the right to receive information regarding the progress of the investigation of the incident and to request payment of the insurance benefit in accordance with the procedure set forth by applicable laws and insurance Terms and Conditions.
Dispute settlement procedure
7.1. All disagreements regarding the conclusion, performance or termination of an insurance contract shall be resolved through mutual negotiations and, an agreement is not reached, the dispute may be resolved out-of-court or through court proceedings in accordance with the procedure established by laws of the Republic of Lithuania.
7.2. If the Insured Person / Beneficiary is not satisfied with the services of ERGO, they may lodge a complaint by completing a complaint form and emailing it to kokybe@ergo.lt (more information is posted here: https://www.ergo.lt/teisine-informacija/vartotoju-gincai-su-finansu-rinkos-dalyviu/).
7.3. For the out-of-court resolution of a dispute the Insured Person / Beneficiary shall have the right to refer to the institution supervising financial market participants – the Bank of Lithuania (address: Totorių g. 4, LT-01121 Vilnius). Information on the dispute resolution procedure between consumers and financial market participants is posted here: http://www.lb.lt/gincu_nagrinejimas.
7.4. The Insurance Contract shall be governed by law of the Republic of Lithuania.