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: (+371) 65818365, e-mail: citadele@balcia.lv.

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: (+371) 65818365, e-mail: citadele@balcia.lv.

Terms and conditions of travel and purchase insurance
Important things to know about travel and purchase insurance

Valid for cards: X supreme, X prime, X Infinite, X Business, X Business Plus, X hero, X Platinum, X Corporate.

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: (+371) 65818365, e-mail: citadele@balcia.lv.

To order an insurance certificate confirming your travel insurance, please submit a free-form order through the online bank (Correspondence with bank > New Order > Order to Bank), message us in the app chat, or call 67010000.

The request must include information on:

• The travel period (please bear in mind that the insurance only covers the first 90 calendar days of each trip);
• The language that the certificate must be in;
• The country that you need a visa for;
• How you would like to receive the certificate (online bank or email)

The certificate will be ready within one business day and will be sent to your email or online bank.

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: (+371) 65818365, e-mail: citadele@balcia.lv.

What is covered?
- The robbery, theft and loss of passports, ID cards, road vehicle licence and vehicle registration.

Balcia covers
- The cost of replacing the documents.

You must submit the following to Balcia:
- A police report for the theft or loss of your passport, ID card, driving license or vehicle registration documents.

When an insured event has occurred, call Balcia assistance service phone: (+371) 65818365, e-mail: citadele@balcia.lv.