WeatherPromise automatically identifies whether an insured event has occurred. You do not need to submit a claim or provide weather evidence.
THE DECISION EMAIL
No later than 48 hours after the end of your insurance period, we will email you to confirm whether an insured event has occurred. That email is the formal decision on whether a payment is due under this policy. You receive it either way, whatever the outcome.
GETTING YOUR MONEY
If an insured event is confirmed, you must follow the instructions in the confirmation email so that Stripe, the payment service provider, can make the payment.
If all requirements are met, the insurance benefit is due within 48 hours of confirmation of the insured event and completion of the steps needed to make payment.
The time taken for the funds to appear in your account may depend on Stripe and your receiving bank. All insurance benefit payments are made in GBP.
WHAT YOU MUST DO TO BE PAID
Follow the instructions provided by WeatherPromise.
Provide evidence of your valid paid trip booking if requested. If we ask you to prove you had a paid trip booking, a PDF copy of the reservation confirmation showing the total cost will be required.
Tell us if the trip was cancelled, abandoned or changed before departure.
Tell us if any trip costs were reimbursed by another party.
You must provide us, at your own expense, with all information, evidence, details of other insurance and supporting information we may ask for. We may refuse to refund any expenses for which you cannot provide receipts, bills or invoices such as an original receipt, bank or credit card statement. If you do not comply with these requirements, we may refuse payment of the insurance benefit or reduce the amount payable.
IF SOMETHING HAS GONE WRONG
You have not received the decision email a few days after the end of your Insurance Period — check your spam or junk folder, then email [email protected] with your policy number.
You were told an insurance benefit is due, but it has not arrived — check that you completed all the required Stripe steps in the email, then email [email protected] with your policy number.
You cannot access or complete the Stripe process, have technical problems or require additional support — email [email protected] with your policy number.
Please note that cover can be affected by the booking information used to set up the policy. There is no cover where errors in data you provided — an incorrect booking, or incorrect travel or destination information — resulted in the wrong coverage area, insurance period or weather dataset being selected, or where booking data supplied by a booking platform, distributor or travel provider was materially incomplete or inaccurate.
IF YOU DISAGREE WITH THE DECISION
The decision is determined solely by the weather dataset specified in your policy schedule, or a replacement dataset permitted under the policy wording, and those measured values are final and binding. Two things explain most outcomes: where the precipitation fell (cover is based on the coverage area, not on where you personally were), and the number of bad weather days your policy schedule requires before a benefit becomes payable.
Complaints about the sale, administration or benefit payout of your policy go to WeatherPromise (UK) at [email protected]. Complaints about a claim decision go to White Horse Insurance UK Limited at [email protected], or by post to The Customer Experience Manager, White Horse Insurance UK Limited c/o White Horse Insurance Ireland dac, Rineanna House, Shannon Free Zone, Shannon, County Clare, V14 CA36, Republic of Ireland.
If you remain dissatisfied after receiving the Final Response, or if eight weeks have passed since you first complained without one, you may be entitled to refer your complaint free of charge to the Financial Ombudsman Service, Exchange Tower, London, E14 9SR — www.financial-ombudsman.org.uk, [email protected], 0800 023 4567 or 0300 123 9123. Your legal rights are not affected.
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends upon the type of insurance and the circumstances of the claim. Further information is available from the FSCS on 0800 678 1100 or 020 7741 4100, at [email protected], or at www.fscs.org.uk.
FRAUD
You must not act in a fraudulent manner. If you or anyone acting for you makes a claim knowing it to be false or fraudulently exaggerated, makes a statement in support of a claim knowing it to be false, submits a document known to be forged or false, or makes a claim relating to loss or damage caused by your wilful act or with your agreement, we will not pay the claim, will not pay any other claim under the policy, may declare the policy void, will be entitled to recover any amount already paid, will not return any premiums, and may tell the police.