General Terms and Conditions

General information

Management of the site

This site is managed by

Inter Partner Assistance N.V., hereafter referred to as AXA PARTNERS
Regentlaan 7
1000 Brussels
Belgium

Tel.: +32.(0)2.550.05.60
Fax: +32.(0)2.552.52.24

E-mail address of contact person: guy.serdobbel@axapartners.com

Insurance company authorised under code number 0487
RPR Brussels 0415.591.055

SFCR

Inter Partner Assistance S.A. Rapport sur la solvabilité et la situation financière en 2023

Hosting of the site

The site is hosted by: IO.

Introduction

The publishing company of the website has put this site on the internet in order to present to you (the user) its products and services, as well as information and recommendations about your activities and interests. Use of the site entails the user's automatic and irrevocable consent to the conditions of use, provisions and warning messages on the site.

Information about products and services

The publishing company of the site can change the information mentioned on this site relating to the products and services at any desired moment and without advance notice. This information is provided without guarantee of suitability for a specific user need.

Intellectual property rights

All of the information or documents on this site, as well as all elements created for the site, belong either to the property of the publishing company of the site or to the use, reproduction and exhibition right of this company. This information, these documents or elements fall under the copyright protection laws, as soon as they are made available on the site for the public.
With regard to the intellectual property rights, no one is granted any authorisation nor any other right apart from the right to consult the site.

Reproduction of the documents of the site is exclusively authorised for strictly private use with informational purposes: any reproduction and any use of copies that are made for other purposes is expressly prohibited and subject to the advance and express consent of the publishing company of the site.

In all cases where consent is given to reproduce the information of this site, mention must be made of its source and the ownership provisions.

Special signs

Unless stated otherwise, the company names, logos, products and brands mentioned on this site (products ® and ™) are the property of the publishing company of the site. No use can be made thereof without the advance written consent of the publishing company.

Hypertext links

Activation of links

The publishing company of the site expressly declines any liability with regard to the content of the sites that are accessible via links. These links are offered to the users as a service. The decision to activate these links falls entirely under the responsibility of the users of the site.

Consent for links

If you wish to create a hypertext link with this site, you must first request written permission from the publishing company by addressing

AXA PARTNERS,
Regentlaan 7,
B-1000 Brussels

or by sending an e-mail to guy.serdobbel@axapartners.com

Liability limitations

The information and recommendations provided on this site ("information") are offered to you in good faith. This information is believed to be correct at the time you take knowledge of it. However, the publishing company does not guarantee the completeness and correctness of this information. You yourself bear full responsibility for relying on it.

This information is provided to you on condition that you, or any other person who receives this information, can define the interest thereof for a specific goal before using it. Under no circumstances can the publishing company be held liable for any damage as a result of the reliance that is placed on this information, the use that is made of it or the use that is made of a product to which the information refers.

This information may not be regarded as recommendations to use information, products, procedures, equipment or formulations that may be in conflict with a patent, a copyright or a registered trade mark. The publishing company declines any explicit or implicit liability if the use of this information should prove to be in conflict with a patent, a copyright or a registered trade mark.
The publishing company expressly rejects any interpretation that regards the content of its site as offers of purchase or exhortations to acquire shares or other securities, whether or not listed on the stock exchange, of the publishing company.

Absolutely no explicit or implicit guarantee is given with respect to the commercial nature of the provided information, nor with regard to the suitability thereof for a particular aim, nor with regard to the products or services to which reference is made in this information.

The information present on this site is offered purely for information. Despite all efforts by the company responsible for the site to provide correct and up-to-date information, it can happen that inaccuracies and/or typing errors appear on the site. The company responsible for the site reserves the right to change the content of its site at any time and without advance notice.

Change of the conditions of use of the site and applicable law

The publishing company of the site can at any desired moment update the conditions of use of the site. We therefore ask the user to regularly consult the latest version of the conditions of use in effect for the site.

These use conditions for the site fall under Belgian law and under the jurisdiction of the District Courts and Courts of Appeal of Brussels.

This internet site was created in collaboration with:
For the technical realisation of the site:
IO
For the substantive realisation of the site:
AXA PARTNERS

Applicable law and competent courts

Unless there are imperative legal stipulations to the contrary, Belgian law applies to these terms and conditions. In the event of dispute, the courts of Brussels have sole jurisdiction.

Alternative dispute resolution ('ADR')

In the event of a dispute between you and AXA PARTNERS, you can directly contact AXA PARTNERS, initiate a judicial proceeding before the competent court or contact the following institutions:

Ombudsman des Assurances - Ombudsman van de verzekeringen - Insurance Ombudsman

The Insurance Ombudsman is competent for all disputes that a consumer initiates in the insurance sector.

The proceeding is free of charge. The proceeding can be started in French, Dutch, German or English. The proceeding is not binding.

Address:

De Meeûssquare 35
1000 Brussels
Belgium

Details:

E-mail: info@ombudsman-insurance.be
Website: www.ombudsman-insurance.be

Phone: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75

Le Service de Médiation pour le Consommateur - Consumentenombudsdienst - Consumer Ombudsman Service

The Consumer Ombudsman Service is competent for all disputes where a consumer initiates a proceeding concerning the provision of a good or service.

The proceeding is free of charge. The proceeding can be started in French, Dutch, German or English. The proceeding is not binding.

Address:
North Gate II, Koning Albert II-laan 8, box 1
1000 Brussels
Belgium

Details:
E-mail: contact@consumentenombudsdienst.be
Website: www.consumentenombudsdienst.be
Tel.: +32(2) 702 52 20
Fax: +32(2) 808 71 29

The full list of institutions that are competent for extrajudicial dispute resolution can be consulted on the website of the European Commission:

https://webgate.ec.europa.eu/odr/main/?event=main.home.show

Cookie Statement

1 COOKIES

Cookies are small data or text files that are placed by websites and applications on your local computer. Such cookies can have various purposes: there are technical cookies (for example, for saving language settings), session cookies (temporary cookies that expire after a single session) and tracking cookies (cookies that follow and remember your behaviour on the internet, so as to be able to offer you a better user experience).

The Belgian Electronic Communications Act of 13 June 2005 contains several provisions on cookies and their use on websites. The law is a transposition of the European e-Privacy Directive, which means that the cookie legislation can be implemented differently in other European AXA PARTNERS states.

AXA PARTNERS is established in Belgium and consequently follows the Belgian laws on cookies.

2 OBJECTIVE AND USEFULNESS OF COOKIES

AXA PARTNERS wishes to inform each visitor of the platform/website as fully as possible about his/her rights under the Belgian laws on cookies, and about which cookies AXA PARTNERS uses. By using the platform/website the visitor consents to the use of cookies. Cookies help AXA PARTNERS to optimise your visit to the platform/website, to remember technical choices (e.g. a language choice, a newsletter, etc.) and to show you more relevant services and offers.

If you wish to consult the platform/website of AXA PARTNERS, it is recommended that the technical settings for cookies be enabled. Without enabled cookies, AXA PARTNERS cannot guarantee a problem-free visit to the platform/website. If you would prefer not to accept the cookies, you as a visitor are free to disable them.

We use cookies to improve your visit to our platform/website. The cookies that we use are secure. The information that we collect with the help of cookies helps us to identify any errors or to let you see specific services that we think might be of interest to you.

3 TYPES OF COOKIES USED BY AXA PARTNERS

We distinguish between the following types of cookies, depending on their purposes:

Essential/strictly necessary cookies:
These cookies are necessary to allow the platform/website to function and cannot be disabled in our systems. They are generally only installed in response to actions taken by you, such as the setting of your privacy preferences, logging in or completing forms. They are necessary for good communication and they simplify navigation (for example, to return to a previous page, etc.).
Non-essential cookies:
These cookies are not necessary per se in order to enable the platform/website to function, but they do help us to offer an improved and personalised website.
- Functional cookies:
  These cookies enable the platform/website to offer improved functionality and personalisation. They can be installed by us or by external providers whose services we have added to our pages.
- Analytical cookies:
  With these cookies we can keep track of visits and traffic, so that we can measure and improve the performance of our platform/website. They help us to know which pages are the most and least popular, and how visitors move through the platform/website.
- Targeting/advertising cookies:
  These cookies can be installed by our advertising partners via our platform/website.
  They can be used by these companies in order to assemble a profile of your interests and allow you to see relevant ads on other sites.

We use firstly our own cookies and, secondly, cookies from carefully-selected partners with whom we collaborate and who advertise our services on their website.

First-party cookies:

Domain name: axapartners.be

Cookie name	Type of cookie	Storage period
_ga	Analytical cookies	2 years
_gat_UA-147557084-1	Performance cookies	1 minute
_gid	Analytical cookies	1 session
_hjIncludedInSample	Analytical cookies	1 year
_hjid	Analytical cookies	1 year

Third party cookies:

Domain name: Google.be

Cookie name	Type of cookie	Storage period
1P_JAR	Analytical and functional	1 week

Domain name: LinkedIn.com

Cookie name	Type of cookie	Storage period
JSESSIONID		Sessie
UserMatchHistory	Marketing/advertising cookies	1 month
bcookie	Marketing/advertising cookies	2 years
bscookie	Marketing/advertising cookies	2 years
li_oatml	Marketing/advertising cookies	1 month
liap	Marketing/advertising cookies	1 year
lidc	Marketing/advertising cookies	24 hours
lissc	Marketing/advertising cookies	9 months
sl	Marketing/advertising cookies	1 year
li_at	Marketing/advertising cookies	1 year
lang	Marketing/advertising cookies	Session

Domain name: Hotjar.com

Cookie name	Type of cookie	Storage period
_BEAMER_FIRST_VISIT_zeKLgqli17986	Analytical cookies	8 years
_BEAMER_LAST_UPDATE_zeKLgqli17986	Analytical cookies	9 months
_BEAMER_USER_ID_zeKLgqli17986	Analytical cookies	8 months
_hjid	Analytical cookies	9 months
_hjptid	Analytical cookies	Session
ajs_anonymous_id	Analytical cookies	9 months
ajs_group_id	Analytical cookies	1 year
ajs_user_id	Analytical cookies	1 year

Read our Privacy Statement for more information about the processing of personal data by AXA PARTNERS.

4 MANAGEMENT OF THE COOKIES

Make sure that cookies are enabled in your browser. In order to enable cookies, the following actions must be taken:

For browser - Microsoft Internet Explorer
• In Internet Explorer, click on 'Internet options' in the 'Tools' menu.
• On the 'Privacy' tab, move the settings slider to 'Low' or 'Accept all cookies' (setting above 'Medium' disables cookies).
• Click on 'OK'.

For browser - Mozilla Firefox
• Click on 'Firefox' in the upper left corner of your browser and then click on 'Options'.
• On the 'Privacy' tab, make sure that the 'Tell sites that I do not want to be tracked' is not ticked.
• Click on 'OK'.

For browser - Google Chrome
• Click on the three dots next to the browser bar at the top in your browser window and choose 'Settings'.
• Find the 'Privacy and security' part and click on 'Content settings'.
• Click on the option 'Cookies'.
• Now select 'Allow sites to save and read cookie data'.

For browser - Safari
• Choose 'Preferences' from the task menu. (The task menu is located at the top right in the Safari window and looks like a cogwheel or click on 'Safari' in the expanded task menu.)
• Click on the 'Privacy' tab. Select the section called 'Cookies and other website data'
• Indicate that you accept cookies.

If you want to consult the platform/website of AXA PARTNERS, it is recommended that you enable cookies. However, if you prefer not to do this, as a visitor you are free to disable the cookies via your browser settings. This can be done in the following ways:
For browser - Microsoft Internet Explorer
• In Internet Explorer, select the 'Tools' button and select 'Internet options'.
• Select the 'Privacy' tab and under 'Settings' move the slider control upwards in order to block all cookies. Click on 'OK'.

For browser - Mozilla Firefox
• Click on the menu button and choose 'Preferences'.
• Select the panel 'Privacy & Security' and go to the section 'History'.
• Next to 'Firefox will' set 'Use adapted settings for history'.
• Set 'Accept cookies from third parties' to 'Never'.
• Close the page 'About: preferences'. Changes that you have made are saved automatically.

For browser - Google Chrome
• Select 'More Settings' in the browser toolbar.
• Select the 'Advanced' option at the bottom of the page.
• At 'Privacy and security' select the option 'Settings for content'.
• Select 'Cookies'.
• Turn off 'Allow sites to store and read cookie data'.

5 RIGHTS OF THE VISITORS

Given that cookies can constitute a processing of personal data, you as data subject have the right to the lawful and secure processing of personal data. As a data subject, you can exercise the following rights:

Right to object: If there are serious and well-justified reasons, one can object to the processing of personal data.
Right to access: Each data subject who proves his identity has a right to access the information on the existence (or not) of processings of his personal data, as well as the purposes of this processing, the categories of data to which these processings relate and the categories of recipients to whom the data are provided.
Right to correction: Inaccurate or incomplete personal data can, at the data subject's request, always be corrected or even deleted.

These rights are exercised in accordance with the modalities as specified in our Privacy Statement. You will also find more information about the rights of visitors in the Privacy Statement. Should you have any questions or comments about cookies after reading this Cookie Statement, you can always contact us via DPO.bnl@axa-assistance.com.

Conflict of interest policy

Introduction

In the elaboration of this policy, Inter Partner Assistance (hereafter referred to as "AXA Assistance") is acting in accordance with the statutory and regulatory provisions by which it must abide as an insurance company, notably:

the Act of 2 August 2002 on the supervision of the financial sector and financial services, as amended by the Act of 30 July 2013 strengthening the protection of customers of financial products and services, as well as broadening the powers of the Financial Services and Markets Authority and the various provisions contained therein;

the Royal Decree of 21 February 2014 concerning the rules of conduct and rules on the management of conflicts of interest as established by the law concerning the insurance sector;

the Circular FSMA_2014_2 of 16/04/2014 on the amendment of the Act of 27 March 1995 and the extension of the MiFID conduct of business rules to the insurance sector, published by the FSMA on 16 April 2014.

In accordance with these laws and regulations, AXA Assistance endeavours to market its products and
services in an honest, fair and professional manner, and this in the interest of its clients.

AXA Assistance therefore seeks to prevent and manage conflicts of interest, specifically conflicts of interest that may harm the interests of one or more of its clients when those interests come into conflict with those of an insurance intermediary, those of other clients, of AXA Assistance itself or of an AXA Assistance employee who is known to be a 'person concerned' (see definition below).

The purpose of this document is to clarify the various measures for identifying and managing conflicts of interest that may arise, in accordance with the Royal Decree regarding the rules of conduct and with the conflict of interest management rules as established by the law concerning the insurance sector.

Definitions

For the purposes of this document, the following terms shall have the following meanings:

'Advice': the provision of personalised recommendations to a client, either at the request of this client or on the initiative of AXA Assistance or by one of the brokers or agents approved by AXA Assistance, acting on behalf and for the account of AXA Assistance.

'Person concerned': any person who falls within one of the following categories: (1) AXA Assistance directors and effective managers; (2) persons exercising control over AXA Assistance under the Companies Code; (3) AXA Assistance staff members, in so far as they are involved in the provision of the service concerned; (4) persons whose services are at the disposal and under the control of AXA Assistance and who work with AXA Assistance to provide products or services; (5) persons to whom services are outsourced by AXA Assistance.

'Contract': any contract relating to a product or service.

'Service': any activity carried out by (i) AXA Assistance or (ii) approved brokers or agents acting on behalf and for the account of AXA Assistance and which consists of one of the following activities: (1) the provision of advice with regard to one or more insurance contracts; (2) proposing or offering one or more insurance contracts; (3) the performance of preparatory work prior to the conclusion of one or more insurance contracts; (4) the conclusion of one or more

insurance contracts; (5) any contribution made to the management or the implementation of one or more insurance contracts.

'Client': (depending on the situation) the policyholder, the insured person or the beneficiary of a contract, regardless of whether they are existing or potential.

'Product': any insurance product that has been proposed, provided or marketed by AXA Assistance in one of the following lines of insurance: Accidents (1a), Health (2), Land vehicles (other than railway rolling stock) (3), Damage to property (9), General civil liability (13), Miscellaneous financial losses (16), Legal protection (17) and Assistance (18).

Scope of application

For the purposes of this document, a 'conflict of interest' shall refer to a conflict that may arise at a given moment where there are opposing interests between several persons or entities, resulting in a potential loss for the client. These conflicts of interest can arise between (non-exhaustive list):

AXA Assistance and its clients;
AXA Assistance and another company within the Group;
Between insurers;
Between clients;
Between employees, departments, entities;
AXA Assistance and insurance intermediaries.

Classification - The conflicts of interest are:

potential conflicts of interest (that may arise, which are identifiable and manageable);
potential unmanageable conflicts of interest (that may arise, which can be identified, but which in all likelihood are unmanageable);
non-previously identified conflicts of interest that are likely to arise despite the preventive measures taken;
identified conflicts of interest that arose despite the preventive measures taken.
Possible sources - A conflict of interest can arise from (non-exhaustive list):
the creation of a product or service;
the provision of a product or service;
a policy or a decision regarding acceptance or pricing;
the management of loss events;
the appraisal and settlement of a claim;
advice given to the client;
a commercial or technical policy affecting the portfolio;
a policy or a decision regarding provisioning.

Conflicts of interest that are unrelated to the provision of products or services, or which are of a purely internal nature (such as conflicts of interest between AXA Assistance and its employees or between AXA Assistance and its directors) are not concerned by this document.

Any reference made to AXA Assistance in this document shall also include the persons concerned.

This policy is only applicable to the activities of AXA Assistance carried out on Belgian territory. This policy is also applied by our associated insurance agent(s).

Management of conflicts of interest

AXA Assistance seeks to prevent conflicts of interest from harming the interests of its clients. In this context, AXA Assistance shall:

identify potential conflicts of interest;

develop measures to prevent potential conflicts as well as procedures for managing any conflicts that may arise despite the preventive measures taken;

inform clients of conflicts of interest that are impossible to prevent or manage;

notify clients of conflicts of interest that are impossible to manage;

keep a record of each identified conflict of interest.

Should, despite all of the preventive measures taken, a conflict of interest arise (conflict of interest that has occurred), AXA Assistance shall – immediately upon becoming aware of the situation – take all of the appropriate steps necessary for its resolution that are legally and/or contractually possible.

Identification of potential conflicts of interest

A central list of potential conflicts of interest is drawn up in advance and kept on record by the Compliance Officer at AXA Assistance.

This list, known as the 'list of potential conflicts of interest', is kept up-to-date in light of any developments concerning:

the company's organisation and the tasks of the operating entities;
the products and services marketed by AXA Assistance;
the structure of the Group to which AXA Assistance belongs;
and according to any incidents that may have actually occurred.

To identify potential conflicts of interest, AXA Assistance initially examines whether one or more generic situations as defined by the law apply, i.e. whether AXA Assistance and/or a person concerned:

can make a financial gain or avoid a financial loss at the expense of the client;
has an interest in the outcome of a service provided to the client or a transaction carried out on behalf of the client, which is distinct from the client's interest in that outcome;
has a financial or other incentive to favour the interest of another client or group of clients over the interest of the client in question;
carries on the same activity or the same business as the client;
receives or shall receive from a person other than the client an inducement in relation to the service provided to the client, in the form of money, goods or services, other than the standard commission or fee for that service.

Moreover, in order to achieve an acceptable degree of certainty that all potential conflicts of interest have been duly identified, AXA Assistance also checks for other situations likely to concern conflicts of interest, taking account of:

the membership of AXA Assistance to a Group;
the nature, scale and complexity of the business activities carried out by the company;
the specific tasks of each company's management or operating entity.

The identification of the potential conflicts of interest is ensured by the Compliance Officer. The analysis of conflicts of interest shall be performed in a thorough manner, avoiding the use of general formulations or descriptions relating to the insurance profession or insurance operations.

Measures and procedures

Conflicts of interest are evaluated and analysed for each of the AXA Assistance departments.

The central component in the management of conflicts of interest focuses on the prevention process, including the identification of potential conflicts of interest (see above) and appropriate training/communication for the staff members concerned.

When deemed necessary depending on the nature of the conflict, other measures shall at least include the following:

Measures to limit and control the exchange and use of information: avoidance of the use or dissemination within AXA Assistance of information that is likely to contribute to the development of conflicts of interest;

Measures intended to prevent the exercise of inappropriate influence: the prohibition or limitation of the exercise of inappropriate influence by any person on the manner in which an associated person carries out an activity or provides a service relating to the exercise of the insurance profession;

Organisational measures: to ensure that potential conflicts of interest stemming from the organisation of the company are prevented or that the consequences thereof remain limited; these measures are defined in various documents, such as the work rules and employment contracts, codes of conduct and internal policy, etc.;

Measures to control remunerations and other benefits accorded and received: to prevent that remunerations and other benefits accorded or received by AXA Assistance do not bring about any conflicts of interest;

Measures of abstention: to ensure that, when there is no satisfactory solution allowing the interests of the clients concerned to be protected and when notification of the conflict is not opportune, the product or service is not provided and the insurance transaction is not carried out.

The task of developing measures to prevent and manage conflicts of interest is ensured by the company's Compliance Officer: Oriane Matheu (oriane.matheu@axa-assistance.com).

All measures developed in this way are subject to approval to the Effective Management of AXA Assistance.

Client notification of unmanageable conflicts of interest

When it can reasonably be expected that any measures taken to manage a conflict of interest will not be sufficient to protect the clients' interests, the clients concerned shall be informed of the general nature and/or of the sources of the conflict of interest.

Information must be communicated prior to the provision of the product or to the implementation of the service with which the risk of conflict of interest is associated. The procedure for notification of unmanageable conflicts of interest must remain the exception and is subject to approval by the Compliance Officer. This procedure is not to substitute for the development of conflict of interest management measures as laid out and required above.

Precise recording of identified conflicts of interest

Conflicts of interest that arise and which have been identified must be disclosed by the persons concerned to the line manager and to the Compliance Officer. Disclosed conflicts of interest are then kept on record in the 'Central register for conflicts of interest' which is managed and kept up to date by the Compliance Officer.

Adequate training of the persons concerned

Fostering and continuously ensuring a culture of compliance within AXA Assistance is essential. To achieve this goal and to manage conflicts of interest in a suitable manner, it is important to ensure that all of the persons concerned benefit from the necessary training and support for them to properly understand the concept of 'conflict of interest' and the 'policy of AXA Assistance on conflicts of interest'.

Implementation of the policy

The management of AXA Assistance is taking the necessary measures to implement this policy and to monitor its application. The effectiveness of this policy and of its implementing measures is subject to regular appraisal by the Compliance Officer.

Approval

This policy was approved by the Executive Committee on 28/11/2014.

Whistleblowers

The Act of 28 November 2022 on the protection of whisleblowers of breaches of Union or national law established within a legal entity in the private sector, published in the Official State Gazette (Moniteur Belge) on 15 December 2022, came into force on 15 February 2023.
It transposes into Belgian law the provisions of European Directive (EU) 2019/1937 of 23 October 2019 and aims to provide uniform protection throughout the European Union for any person who, in good faith, reports information about a violation or attempted violation of national or European regulations (whistleblower).
Violations covered by this law can be sent to the following e-mail address: alerte@ip-assistance.com; or to the following postal address:
Inter Partner Assistance
Internal Audit Department (confidential)
7 Boulevard du Régent
1000 Brussels, Belgium

Description

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