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Companjon is currently in the process of winding down its business activities. If you previously purchased Erste Flight Delay insurance underwritten by Companjon, please note that your policy will continue to be serviced in accordance with its existing terms and conditions.
 
For any enquiries or support relating to your insurance policy, please email customer@companjon.com

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What is Erste Flight Delay Insurance?

Erste Flight Delay Insurance provided you with compensation if there was an unexpected delay on your flight of 90 minutes or more after your scheduled arrival time.
 
We tracked your flight status and contacted you automatically if you were eligible for compensation and routed your compensation directly to your Erste Bank account.

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What is the definition of Actual Arrival Time?

The "Actual Arrival Time" is the time when your plane touches down on the runway and the wheels make contact with the ground.

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What is not covered?

Erste Flight Delay Insurance does not apply if:
  • Your flight arrival has been delayed by less than 90 minutes
  • There is no delay to the arrival of your eligible flight
  • Your flight is not an eligible flight
  • Your flight is not a commercial flight, i.e. chartered flight
  • Your flight had a cancelled or delayed status at the time of purchase
  • Your flight is not listed on the Insurance Certificate
  • You are directly responsible in any way for the delay
  • You are denied boarding to the eligible flight or otherwise do not board the eligible flight
  • You do not meet the conditions listed in the Eligibility Criteria

Please refer to the terms and conditions of your insurance and the Insurance Product Information Document for further details.

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I cannot find my insurance confirmation, how can I receive my insurance documentation again?

When you purchased Erste Flight Delay Insurance, your insurance details were automatically sent to the email address associated with your Erste account. You should therefore be able to find your insurance information from us in your email inbox. Please check your spam folder as sometimes it can end up there.
 
If you still cannot find the confirmation, please email customer@companjon.com and we will be happy to resend your documentation as soon as possible.

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My flight arrived with a delay but I didn't hear from you

You should have received a message from us as soon as we recognised that your flight arrived with a delay. We monitor independent data for up to 25 hours after the actual arrival time to ensure that we use all data available about your flight to identify any delay.
 
If you did not receive any notification from us, please email customer@companjon.com and we will be happy to investigate this for you.
 

Please refer to the terms and conditions of your insurance and the Insurance Product Information Document for additional information.

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I didn't receive the compensation from my claim, what do I do?

If you encountered any issues with the payment process, you can email customer@companjon.com and we will be happy to investigate this for you.

 

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I don't agree with my claim outcome. What can I do?

We're sorry to hear that you are disappointed with the outcome of your claim. If you do not agree with a decision made regarding your benefits, you can submit your complaint by emailing us at customer@companjon.com

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How can I contact you?

If you're having trouble finding the answers you need in our FAQs please email customer@companjon.com. We will make sure to contact you back via email within 2 business days.

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What languages can I speak to you in?

Our Customer Services team is available to support you in Hungarian, English, French, Italian, German and Spanish.

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How can I give you some feedback on the service I received?

We strive to deliver the highest quality customer service and work hard to resolve any problems and capture feedback.
 
You can email customer@companjon.com to share your feedback. We are looking forward to hearing from you!

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I have a complaint. How do I raise this with you?

We are committed to providing the highest level of service to you.
 
Sometimes however, things can go wrong. As a valued customer you have the right to submit a complaint, please by email us at customer@companjon.com
 
We promise to acknowledge your complaint within 5 business days of receipt and will provide you with information regarding next steps.

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How does Companjon protect my privacy?

The terms and conditions of your insurance explains how Companjon collects, uses and stores your personal data when you purchase Erste Flight Delay Insurance. It also outlines how you can exercise your privacy rights and how we comply with our obligations under data protection legislation.

You can conveniently access it here.

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I want my data deleted, how do I do this?

To exercise any of your rights under GDPR, including a right to request deletion of your personal data, please email us at dataprivacy@companjon.com.

Please include your name, policy number and details of your request in the email.

We will respond to your request as soon as possible and where possible, within one month of receiving it.

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