Compass Shield Terms of Service

1.1 These Terms of Service, referred to as the Terms, govern the purchase of, access to and use of Compass Shield and the related non-insurance services provided by Compass Point Assist, referred to as CPA, we, us or our.

1.2 Compass Shield is a per-trip travel assistance and protection solution. Depending on the product selected and confirmed, it may include:
a. travel and risk information;
b. pre-travel support;
c. access to 24-hour assistance coordination;
d. medical and travel assistance services;
e. access to the Compass Shield platform or customer area; and
f. insurance protection provided by an independent insurer.

1.3 These Terms apply to the services provided by CPA. Any insurance protection is governed separately by the applicable insurance documents, including the policy wording, insurance certificate, schedule, product information document and any endorsements.

1.4 By completing a Compass Shield purchase, creating an account, confirming acceptance of these Terms or using the services, the customer agrees to be bound by these Terms.

1.5 The person completing the purchase confirms that they are legally capable of entering into the contract and are authorised to provide information and arrange protection for any other travellers included in the purchase.

2.1 Compass Point Assist
CPA provides or coordinates the assistance, platform, information and administrative services described in the purchase journey and confirmation documentation.

2.2 Insurance provider
Any insurance protection is underwritten by the insurer identified in the applicable insurance documentation. The insurer, and not CPA, assumes the insurance risk and is responsible for insurance coverage and benefit decisions.

2.3 Insurance distribution arrangements
The identity, regulatory status and role of the party responsible for distributing the insurance product will be stated in the applicable pre-contractual and insurance documentation.

2.4 CPA is not an insurance company and does not underwrite insurance risk.

2.5 Unless expressly stated otherwise in the applicable pre-contractual documentation, information provided through the Compass Shield purchase journey is not a personal recommendation that a particular product or coverage limit is suitable for the customer.

2.6 The customer remains responsible for reviewing the insurance documentation and deciding whether the selected product and coverage limit meet their needs.

2.7 Nothing in these Terms is intended to alter or misrepresent the legal or regulatory status of CPA, the insurer or any authorised insurance distribution partner.

3.1 The Compass Shield contractual framework may include:
a. these Terms;
b. the purchase or order confirmation;
c. the description of CPA’s assistance services;
d. the Privacy Policy;
e. the applicable insurance policy wording;
f. the insurance certificate or schedule;
g. the Insurance Product Information Document;
h. any insurance distribution disclosures;
i. any cancellation or withdrawal information; and
j. any endorsement or special condition issued for the trip.

3.2 If there is an inconsistency concerning insurance coverage, exclusions, benefits, claims, premiums or insurance payments, the applicable insurance documentation will prevail.

3.3 If there is an inconsistency concerning CPA’s non-insurance assistance or platform services, these Terms and the applicable service confirmation will prevail.

3.4 No website summary, promotional statement, illustration or informal communication changes the insurance contract unless expressly incorporated into the applicable insurance documentation.

4.1 Compass Shield is purchased for a specific trip and travel period. It is not an automatically renewing subscription.

4.2 The services available may include:
a. pre-travel destination information;
b. access to relevant travel and security information;
c. medical and travel assistance coordination;
d. support locating suitable medical or other service providers;
e. liaison with hospitals, doctors, transport providers and relevant third parties;
f. assistance with travel disruption or emergency situations where included;
g. access to emergency contact information;
h. access to travel and insurance documents; and
i. other services shown in the purchase confirmation.

4.3 The precise services included in the customer’s purchase will be shown during the purchase process or in the confirmation documentation.

4.4 Certain assistance services may only be available where corresponding insurance protection has been confirmed or where the insurer authorises the relevant service.

4.5 CPA may use appropriately qualified third-party providers to perform or support the services.

5.1 The customer must provide the information requested during the purchase process, including, where applicable:
a. destination;
b. travel dates;
c. traveller details;
d. country of residence;
e. nationality;
f. selected coverage limit;
g. contact details; and
h. any information required to determine eligibility.

5.2 The selected coverage limit applies only as described in the applicable insurance documentation. It does not necessarily represent the amount payable for every claim or benefit.

5.3 All insurance benefits remain subject to the applicable limits, sublimits, exclusions, conditions, deductibles and claims requirements.

5.4 Higher coverage limits may be subject to referral, additional checks or prior approval.

5.5 A quote is not a guarantee of acceptance or coverage.

5.6 A quotation may be withdrawn or recalculated before purchase if:
a. information changes;
b. the traveller is not eligible;
c. the destination becomes restricted;
d. an obvious pricing or technical error occurs;
e. sanctions or legal restrictions apply; or
f. insurer approval is required but not obtained.

6.1 The customer makes an offer to purchase Compass Shield by:
a. completing the required information;
b. selecting the available protection;
c. accepting the applicable terms and disclosures; and
d. submitting payment.

6.2 The contract is not concluded merely because payment details have been entered or a payment authorisation has been requested.

6.3 The purchase is confirmed only when the customer receives an express purchase confirmation or insurance confirmation.

6.4 Where insurer approval, referral or further information is required, no insurance protection is confirmed until written confirmation has been issued.

6.5 The customer must review the confirmation and all issued documentation promptly and report any error without delay.

6.6 CPA may correct an obvious clerical, calculation or technical error. If the correction materially changes the purchase, the customer will be informed and any applicable cancellation rights will remain unaffected.

7.1 The Compass Shield service period and any insurance period are shown in the applicable confirmation documentation.

7.2 CPA’s services will commence on the date and time shown in the confirmation.

7.3 Insurance protection will commence only in accordance with the applicable insurance documentation.

7.4 Unless expressly agreed otherwise, Compass Shield expires automatically at the end of the confirmed travel period.

7.5 Coverage and services do not automatically extend where the customer voluntarily extends or changes the trip.

7.6 An extension requested before the confirmed end date may be subject to:
a. eligibility;
b. insurer approval;
c. additional payment;
d. updated terms;
e. destination restrictions; and
f. the absence of an existing or anticipated claim.

7.7 Any emergency extension included under the insurance policy is governed solely by the insurance documentation.

8.1 The total amount payable will be displayed before the customer submits the purchase.

8.2 The amount may include:
a. the insurance premium;
b. charges for CPA’s assistance or platform services;
c. applicable insurance taxes;
d. payment or administrative charges, where lawfully applicable and clearly disclosed; and
e. any other amount shown before payment.

8.3 Where the total amount contains separate insurance and non-insurance elements, these should be identified in the purchase documentation where required.

8.4 Payment must be made using an accepted payment method.

8.5 The customer confirms that they are authorised to use the payment method supplied.

8.6 CPA may use a third-party payment provider to process the transaction.

8.7 CPA may suspend or cancel the purchase where payment:
a. is declined;
b. is reversed;
c. is charged back;
d. is fraudulent or unauthorised; or
e. has not been received in full.

8.8 Any collection or handling of insurance premium is performed in accordance with the applicable contractual and regulatory arrangements between CPA, the insurer and any authorised distribution partner.

9.1 Before purchase, the customer may be asked to confirm their general insurance demands and needs.

9.2 The product offered is intended only for customers whose stated demands and needs correspond to the product’s target market and principal features.

9.3 Unless the customer is expressly informed that personal advice is being provided, the sale is conducted without a personal recommendation.

9.4 The customer should consider, among other matters:
a. the destination;
b. the duration of travel;
c. the cost of medical treatment at the destination;
d. the selected coverage limit;
e. existing insurance protection;
f. exclusions relating to health, activities or destinations; and
g. whether the product meets any visa or entry requirements.

9.5 CPA does not guarantee that Compass Shield satisfies the requirements of an embassy, consulate, government, tour operator, sporting body, employer or other third party.

9.6 The customer should not purchase the product if its principal features do not meet their stated requirements.

Insurance intermediaries may have duties to identify a customer’s wishes and needs and, depending on the circumstances and complexity of the contract, duties concerning advice and documentation. The precise process should therefore be aligned with the confirmed regulatory structure.

10.1 The customer must provide complete, accurate and truthful information.

10.2 The customer must not deliberately withhold or misrepresent information that is requested during the purchase or claims process.

10.3 Where one person purchases Compass Shield for other travellers, that person must:
a. have authority to act for them;
b. provide accurate information about them;
c. make the applicable documents available to them; and
d. ensure that they are aware of relevant terms, exclusions and data-protection information.

10.4 The customer must promptly notify CPA or the relevant insurer of material errors in the issued documents.

10.5 Incorrect or incomplete information may result in:
a. correction of the contract;
b. recalculation of the price;
c. cancellation or avoidance where legally permitted;
d. restricted services;
e. rejection or reduction of an insurance claim; or
f. recovery of amounts incorrectly paid,
in each case subject to applicable law and the insurance terms.

11.1 The traveller must take reasonable care for their own safety and wellbeing.

11.2 The traveller must comply with:
a. applicable laws;
b. immigration and entry requirements;
c. official instructions;
d. reasonable safety precautions;
e. medical advice; and
f. the applicable insurance conditions.

11.3 The traveller is responsible for obtaining required:
a. passports;
b. visas;
c. vaccinations;
d. permits;
e. travel authorisations; and
f. medical clearance.

11.4 Destination information supplied by CPA is general information and may change rapidly. The traveller should also review current official government and local-authority information.

11.5 The customer must notify CPA where a material change occurs before departure, including a change in destination, dates, residency or traveller.

11.6 A material change may require revised confirmation, additional payment or insurer approval.

12.1 The customer may be required to create an account or use a secure link to access Compass Shield.

12.2 Login credentials and secure links are personal and must be kept confidential.

12.3 The customer is responsible for activity conducted through their account unless caused by CPA’s failure to apply reasonable security measures.

12.4 The customer must notify CPA promptly if:
a. credentials are lost;
b. unauthorised access is suspected;
c. account information is compromised; or
d. documents are accessed by an unauthorised person.

12.5 CPA may suspend access where reasonably necessary to investigate fraud, misuse, security incidents or unauthorised activity.

13.1 Assistance may be requested using the telephone number, email address or other channel shown in the customer’s documents.

13.2 The traveller should contact CPA as soon as reasonably possible where assistance may be required.

13.3 In a life-threatening or immediate emergency, the traveller should first contact the appropriate local emergency service whenever reasonably possible.

13.4 Compass Shield does not replace local:
a. ambulance services;
b. police;
c. fire and rescue services;
d. coastguard services; or
e. public emergency authorities.

13.5 The traveller must provide reasonable cooperation and information to allow the assistance request to be assessed and coordinated.

13.6 CPA may request:
a. identification;
b. confirmation of coverage;
c. medical information;
d. consent to contact providers;
e. travel documentation;
f. receipts or invoices; and
g. information about other available insurance.

13.7 Failure to contact CPA before incurring significant costs may affect whether costs can be authorised or reimbursed under the insurance policy.

13.8 Where prior authorisation is required by the insurance policy, CPA cannot guarantee payment for treatment, transport or other costs incurred without that authorisation.

14.1 CPA provides assistance coordination and does not replace the professional judgment of a treating doctor or medical provider.

14.2 Medical decisions remain the responsibility of the treating medical professionals and, where relevant, the insurer’s medical advisers.

14.3 CPA cannot compel a hospital, doctor, airline, authority or other third party to provide a particular service.

14.4 CPA does not guarantee:
a. the availability of a particular provider;
b. admission to a particular hospital;
c. a particular treatment outcome;
d. the issue of a visa or permit;
e. the availability of transport;
f. the prevention of an emergency;
g. evacuation or repatriation in every circumstance; or
h. uninterrupted platform or telecommunications access.

14.5 Services may be delayed, restricted or unavailable because of circumstances including:
a. local infrastructure;
b. provider capacity;
c. medical necessity;
d. weather;
e. political or civil conditions;
f. conflict;
g. border restrictions;
h. aviation restrictions;
i. telecommunications failures;
j. lack of suitable transport;
k. government action; or
l. sanctions.

15.1 Where insurance protection is included and confirmed, it is subject exclusively to the applicable insurance documentation.

15.2 The applicable insurance documents explain:
a. insured benefits;
b. coverage limits;
c. sublimits;
d. exclusions;
e. deductibles;
f. eligibility requirements;
g. claims obligations;
h. cancellation rights; and
i. the insurer’s details.

15.3 The existence of an assistance service does not mean that every requested service or expense is insured.

15.4 Any guarantee of payment, medical authorisation or logistical assistance is not itself confirmation that an insurance claim has been accepted.

15.5 The insurer remains responsible for final decisions concerning:
a. whether an insured event occurred;
b. whether coverage applies;
c. whether an exclusion applies;
d. the amount payable; and
e. the settlement of the insurance claim.

15.6 CPA may administer or support claims and assistance on behalf of the insurer where contractually authorised to do so.

15.7 Where CPA communicates a coverage or authorisation decision, it will do so within the authority granted by the insurer.

16.1 The customer must disclose other insurance where requested.

16.2 The same expense cannot be recovered more than once.

16.3 The insurer may have rights of contribution, recovery or subrogation in accordance with the policy and applicable law.

16.4 The customer must provide reasonable cooperation in relation to recovery from:
a. another insurer;
b. a transport provider;
c. a tour operator;
d. a medical provider;
e. a responsible third party; or
f. another liable person.

17.1 Different cancellation and withdrawal rules may apply to:
a. CPA’s assistance and platform services; and
b. the insurance contract.

17.2 Any statutory withdrawal information will be provided separately where required.

17.3 The customer may have a statutory right to withdraw from the insurance contract within 14 days, subject to the applicable requirements and exceptions. The withdrawal period does not begin before the customer has received the required contractual documents and withdrawal information.

17.4 Where insurance protection begins before the end of the withdrawal period at the customer’s express request, the insurer may retain the proportion of the premium attributable to the period during which protection was provided, provided the statutory requirements have been satisfied.

17.5 Any withdrawal from the insurance contract must be directed to the party identified in the withdrawal instructions.

17.6 The withdrawal or cancellation of insurance protection does not necessarily cancel CPA’s separate assistance or platform services unless expressly stated.

17.7 The cancellation of CPA’s services does not automatically cancel the insurance contract.

17.8 The customer must therefore follow the cancellation process stated for each contractual component.

17.9 Any refund will be calculated in accordance with:
a. mandatory law;
b. the insurance documentation;
c. the date of cancellation or withdrawal;
d. whether services or protection have commenced;
e. whether a claim or assistance event has occurred; and
f. any amount lawfully due for services already provided.

17.10 No contractual term limits any non-excludable statutory right.

18.1 Compass Shield services and associated insurance protection are subject to applicable:
a. financial sanctions;
b. trade sanctions;
c. embargoes;
d. export controls;
e. anti-money-laundering requirements; and
f. other legal restrictions.

18.2 CPA, the insurer and relevant service providers are not required to:
a. provide a service;
b. confirm insurance protection;
c. make a payment;
d. reimburse an expense;
e. arrange transport;
f. issue a guarantee of payment; or
g. provide another benefit,
where doing so would violate applicable law or expose the relevant party to a sanctions-related prohibition or penalty.

18.3 CPA may request information required to complete identity, residency, nationality, destination, sanctions or eligibility checks.

18.4 The customer must not use Compass Shield in connection with unlawful, fraudulent, sanctioned or prohibited activity.

18.5 CPA may suspend or cancel services while a legally required check is being conducted.

18.6 Where legally permitted, CPA will inform the customer of a sanctions-related restriction. CPA may, however, be prohibited from providing full reasons or information.

18.7 Sanctions restrictions should be assessed based on applicable law, the relevant person, transaction, destination and service. A fixed list of prohibited nationalities or countries should not be used unless it has been specifically approved by the insurer and sanctions counsel.

19.1 The customer must not:
a. submit false information;
b. falsify documents;
c. exaggerate a claim;
d. conceal material facts;
e. attempt to obtain duplicate payment;
f. misuse the emergency service;
g. impersonate another person;
h. interfere with the platform; or
i. use Compass Shield for an unlawful purpose.

19.2 Where fraud or attempted fraud is reasonably suspected, CPA may:
a. suspend services or account access;
b. refer the matter to the insurer;
c. request additional information;
d. preserve relevant records;
e. notify payment providers;
f. report the matter to competent authorities where legally permitted or required; and
g. seek recovery of losses and costs where legally entitled to do so.

19.3 The consequences of insurance fraud are governed by the applicable policy and law.

20.1 CPA processes personal data in accordance with applicable data-protection law, including the General Data Protection Regulation.

20.2 Personal data may be processed where necessary to:
a. provide quotations;
b. enter into and administer contracts;
c. provide assistance;
d. administer insurance protection;
e. coordinate medical care;
f. prevent fraud;
g. meet legal and regulatory obligations;
h. protect vital interests in an emergency;
i. operate and secure the platform; and
j. handle complaints and claims.

20.3 Where necessary, data may be shared with:
a. insurers;
b. authorised insurance distributors;
c. assistance providers;
d. medical providers;
e. transport providers;
f. payment providers;
g. technology suppliers;
h. professional advisers;
i. regulators; and
j. public authorities.

20.4 Health information and other special-category data will be processed only where an appropriate legal basis and condition apply.

20.5 International transfers may be necessary when services are provided outside the European Economic Area. Appropriate safeguards will be used where required.

20.6 Further information is contained in CPA’s Privacy Policy.

20.7 Where another traveller is included in the purchase, the purchaser must make the relevant privacy information available to that traveller.

21.1 The customer agrees that contractual documents, confirmations, notices and other communications may be provided electronically.

21.2 The customer must provide a valid email address and ensure that it remains accessible.

21.3 The customer should download and retain all contractual documents.

21.4 Electronic communications are deemed received when made available or sent to the contact details supplied, subject to mandatory law.

21.5 The customer must notify CPA promptly of any change in contact information.

22.1 CPA will use reasonable measures to maintain the availability and security of the Compass Shield platform.

22.2 Access may be temporarily unavailable because of:
a. maintenance;
b. updates;
c. security incidents;
d. technical failures;
e. internet or telecommunications disruption; or
f. events beyond CPA’s reasonable control.

22.3 The traveller should retain the emergency telephone number and important documents separately and should not rely exclusively on platform access during travel.

22.4 CPA may modify platform functionality where this does not materially reduce services already purchased, except where a change is necessary for legal, regulatory, security or technical reasons.

23.1 All intellectual property rights in Compass Shield, including its:
a. branding;
b. text;
c. graphics;
d. maps;
e. databases;
f. software;
g. reports;
h. designs; and
i. platform functionality,
belong to CPA or its licensors.

23.2 The customer receives a limited, personal, non-exclusive, non-transferable right to use Compass Shield for the confirmed trip.

23.3 The customer must not, without prior written permission:
a. reproduce content for commercial purposes;
b. distribute or sell content;
c. scrape or systematically extract data;
d. reverse engineer software;
e. remove rights notices;
f. create derivative products; or
g. permit unauthorised third-party access.

24.1 CPA may rely on independent third parties to deliver parts of the services.

24.2 Third-party services may be subject to separate terms.

24.3 CPA is not responsible for the independent clinical or professional judgment of a doctor, hospital, airline, transport provider or other independent third party.

24.4 CPA remains responsible for its own obligations and for matters for which liability cannot lawfully be excluded.

24.5 Links to third-party websites are provided for convenience and do not necessarily constitute endorsement.

25.1 Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law.

25.2 CPA is liable without limitation for:
a. intentional misconduct;
b. gross negligence;
c. death or personal injury caused by negligent conduct for which CPA is legally responsible;
d. fraud or fraudulent misrepresentation; and
e. liability under mandatory statutory provisions.

25.3 In the case of ordinary negligence, CPA is liable only for breach of a material contractual obligation whose performance is essential to proper fulfilment of the contract and on which the customer may ordinarily rely.

25.4 Liability under clause 25.3 is limited to loss that was foreseeable and typical for this type of contract, except where mandatory law provides otherwise.

25.5 CPA is not liable for an insurer’s independent coverage or claim decision, except to the extent CPA is legally responsible for its own conduct in administering or communicating that decision.

25.6 CPA is not liable for loss caused solely by:
a. inaccurate information supplied by the customer;
b. the customer’s failure to follow reasonable instructions;
c. the customer’s failure to contact local emergency services;
d. unauthorised expenses;
e. the independent acts of third parties; or
f. circumstances beyond CPA’s reasonable control,
except where CPA is nevertheless liable under mandatory law.

25.7 The previous clause limiting all direct liability to the “membership fee paid” should not be retained without specific German legal approval. For a consumer emergency-assistance service, such a low blanket cap could create enforceability concerns and could be commercially inappropriate.

26.1 CPA will not be in breach of these Terms for a delay or failure caused by an event outside its reasonable control.

26.2 Such events may include:
a. natural disasters;
b. severe weather;
c. war;
d. civil unrest;
e. terrorism;
f. epidemics or pandemics;
g. government action;
h. border closure;
i. sanctions;
j. strikes;
k. aviation disruption;
l. infrastructure failure;
m. telecommunications or utility failure; and
n. unavailability of necessary providers or transport.

26.3 CPA will take reasonable steps to minimise disruption and resume affected services where possible.

26.4 This clause does not remove rights that cannot lawfully be excluded.

27.1 CPA may suspend or terminate platform access or CPA services where:
a. the customer materially breaches these Terms;
b. information is false or misleading;
c. payment is not completed;
d. fraud or misuse is suspected;
e. security is compromised;
f. services are used unlawfully;
g. sanctions apply; or
h. suspension is required by a competent authority.

27.2 Where reasonably possible and legally permitted, CPA will give notice and an opportunity to remedy a breach before termination.

27.3 Immediate suspension may occur where necessary to protect:
a. a traveller;
b. CPA;
c. an insurer;
d. a service provider;
e. the platform; or
f. the integrity of a claim or investigation.

27.4 Suspension or termination of CPA’s services does not automatically terminate the insurance contract.

27.5 Cancellation or termination of insurance protection is governed by the insurance documentation and applicable law.

28.1 Complaints concerning CPA’s services may be sent to:
Compass Point Assist
Email: contact@compasspoint-assist.com
Postal address: Schulstrasse 13, 82441 Ohlstadt, Germany

28.2 CPA will acknowledge and handle complaints in accordance with its complaints procedure.

28.3 Complaints concerning insurance distribution, insurance coverage or claim decisions should be directed to the organisation identified in the applicable insurance or regulatory documentation.

28.4 Where CPA receives a complaint for which another organisation is responsible, CPA may refer or forward it to that organisation and inform the customer.

28.5 The applicable documentation should identify:
a. the insurer’s complaints process;
b. the authorised distributor’s complaints process;
c. any relevant German or other competent supervisory authority;
d. any applicable insurance ombudsman; and
e. any applicable alternative dispute-resolution procedure.

29.1 These Terms are governed by German law.

29.2 Where the customer is a consumer ordinarily resident in another country, this choice of law does not deprive the customer of mandatory consumer protection available under the law that would otherwise apply.

29.3 The courts of Munich, Germany will have jurisdiction only to the extent that such an agreement is legally permitted.

29.4 Mandatory consumer jurisdiction rules remain unaffected.

30.1 The version of the Terms accepted at the time of purchase will ordinarily apply for the confirmed trip.

30.2 CPA may amend the Terms for future purchases.

30.3 CPA may make changes affecting an existing purchase only where:
a. required by law or regulation;
b. necessary to address a security risk;
c. required to correct an obvious error;
d. reasonably necessary to maintain the service; or
e. the change is not materially detrimental to the customer.

30.4 Material changes affecting an existing purchase will be communicated in advance where reasonably possible.

30.5 A customer’s silence should not be treated as acceptance of a materially adverse amendment unless this is legally permissible and the required notice and termination rights have been provided.

31.1 If a provision is invalid or unenforceable, the remaining provisions continue to apply.

31.2 CPA’s failure to enforce a provision does not waive its right to enforce it later.

31.3 The customer may not transfer the contract without CPA’s prior written consent, except where mandatory law permits otherwise.

31.4 CPA may transfer its rights and obligations to another organisation where:
a. the transfer does not reduce the customer’s rights;
b. the receiving organisation can perform the obligations; and
c. the transfer is permitted by law.

31.5 No third party has a right to enforce these Terms unless expressly stated or required by law.

31.6 Headings are included for convenience and do not affect interpretation.

31.7 The English-language version applies unless another language version is expressly identified as legally controlling.

Compass Point Assist
Registered address: Schulstrasse 13, 82441 Ohlstadt, Germany
Managing director: Jennifer Milton
Email: contact@compasspoint-assist.com
Emergency assistance number: +49 8841 6040 324
VAT identification number: DE362722617