Does cancel for any reason REALLY mean any reason?
Yes! Having to cancel a trip can be frustrating, so why should your Omio Flex insurance exclude anything?
You don't need to tell us why you are cancelling your trip, just cancel your booking on the Omio app or website within the Cover Period stated in your Insurance Certificate and we will immediately get to work on processing your compensation.
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What is Omio Flex insurance?
Omio Flex insurance offers you a refund for part of the booking cost if you have to cancel your trip for any reason. You will be eligible for this compensation if you insured your journey at the time of purchase and cancelled it within the Cover Period as stated in your Insurance Certificate.
This is just an overview of the insurance conditions. A full explanation of the Omio Flex insurance can be found in the Terms and Conditions.
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What is not covered?
You will not be eligible for compensation under Omio Flex insurance under the following circumstances:
- You did not cancel your entire booking including for all travellers;
- You cancelled your booking outside the Cover Period as stated in your Membership Certificate; or
- Payment of the compensation is prohibited under any applicable law or sanction regime.
Please note that partial cancellation is not possible. All tickets included in your booking will be cancelled and refunded.
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How can I add Omio Flex insurance to my booking?
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Can I add Omio Flex insurance to my return trip?
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I don't have the option to include Omio Flex insurance on the checkout page, why?
If you are unable to see the option to add Omio Flex insurance to your purchase, you or your booking likely does not meet one or more of the eligibility conditions.
We totally appreciate that you would love to include this cover and that this may be disappointing to hear. While this may not be available now, we are growing fast and hope to expand our services in the future.
If you think you meet the criteria above but still are having issues with purchasing the insurance, please contact us and we will be happy to investigate this for you.
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How do I know if I'm eligible to purchase Omio Flex insurance?
Omio Flex insurance is not available on all fares. Where it is available on your chosen fare, you will see the option to add Omio Flex insurance when purchasing provided you meet the below criteria.
- You are booking your within 120 days of the scheduled departure time;
- You have the legal capacity to use the booking services on the Omio Platform; and
- You are booking your journey on the Omio Platform whilst located within an EEA country.
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Who is Companjon?
We are an innovative insurtech company, headquartered in Dublin, Ireland.
Companjon specializes in embedded insurance that serves as a safety net for when things don't go as planned, be it travel-related or making bookings and purchases. Our insurance solutions are all digital, hassle-free and designed to bring peace of mind when you need it most.
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Does Omio Flex cover ticket exchanges?
No, Omio Flex only covers cancellations, not exchanges.
You can exchange your ticket for a new one if you originally purchased an exchangeable ticket. Please note that once you initiate an exchange, your Omio Flex membership will be terminated, and the membership fee will not be refunded. Additionally, the membership does not carry over to any new bookings.
If you choose not to exchange your ticket, you can still cancel your booking on the Omio platform within the Cover Period.
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I cannot find my insurance confirmation, how can I receive my insurance documentation again?
If you still cannot find the confirmation, please contact us and we will be happy to resend your documentation as soon as possible.
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I provided the wrong personal details for my insurance, what should I do?
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Can I cancel my Omio Flex insurance?
You may cancel your insurance within 14 days of receiving the membership certificate and receive a full refund of the membership fee you paid, provided that no compensation has been claimed or is pending claim.
It is not possible to cancel your insurance with a full refund after the 14 days have passed or if you purchased your Omio Flex insurance less than 28 days before the scheduled departure time of your journey.
If you wish to cancel your insurance, please contact us and we will be happy to assist you.
Note: Cancelling your insurance does not affect the validity of your booking and the underlying purchase with Omio.
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Can I change or request a cancellation of the insurance if I'm not the main insured?
Only the individual who purchased the insurance can make changes or cancel the cover.
If you're not the main insured but need changes, please have the purchaser get in touch with us. We'll assist with updating personal details or cancelling the insurance.
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I received an email saying my cover has been cancelled. What happened?
We avoid cancelling your insurance unless it is absolutely necessary.
We may have cancelled your insurance due to a change to your insurance which impacts your eligibility for coverage.
If you feel that your insurance was cancelled in error, please contact us and we will be happy to support.
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My insurance has been cancelled. How is my refund processed?
You will receive an email after your insurance has been cancelled with information on how to process your refund.
If you did not receive an email after cancelling your insurance, please contact us and we will be happy to support.
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How is my compensation calculated?
The compensation amount does not change regardless of when you cancel your booking. You can find the details in your Membership Certificate, which you will receive via email upon purchasing the insurance.
The insurance applies to all tickets in your booking. If you submit a claim or cancel the insurance, it will impact all tickets included in your booking.
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How do I cancel my ticket?
To avail of the Omio Flex insurance, you must cancel your booking on the Omio app or website within the Cover Period as stated in your Membership Certificate. The insurance applies to all tickets in your booking. If you submit a claim, it will impact all tickets included in your booking. You will be guided through the booking cancellation process on the Omio app or website.
You can read more about how to cancel your journey on the Omio Platform here.
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I cancelled my booking, what should I do now?
Nothing at all! So long as you have Omio Flex insurance and you have successfully cancelled your booking through the Omio Platform, a claim will be automatically initiated to assess if the cover is applicable.
If your claim is approved, Omio will instantly issue you a payment directly to the original payment method you used when purchasing your ticket. You will receive an email from us detailing the outcome of your claim.
If you do not receive anything from us after cancelling your insured journey, please contact us and we will be happy to look into this for you.
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How will I be compensated?
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My claim wasn't automatically submitted. What do I do?
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I have not received my successful claim payment, what should I do?
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Why was my claim rejected?
If you cannot find the email, please check your spam folder. If you still cannot find it, contact us and we can help.
If you disagree with the outcome of your claim, you can contact us at complaints@companjon.com and we will investigate this for you.
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I'm unhappy with my claim outcome. What can I do?
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How does Companjon process my data?
Your Terms and Conditions explain how Companjon collects, uses and stores your personal data when you purchase Omio Flex 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, insurance number and details of your request in the email.
We will aim to fully respond to your request within one-month of receiving it.
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What languages can I speak to you in?
Our customer service team offers support in English, French, Italian, German and Spanish.
For accessing documentation in Lithuanian, please click on the links below:
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How can I contact you?
If you're having trouble finding the answers you need in our FAQs you can contact us via:
Chat: We recommend to use this channel if you have an urgent question to ask and need a quick reply. Our team are available via chat Monday to Friday from 9AM to 5PM CET.
Contact Form: Perfect for contacting us outside of our customer service team's opening hours. While not as quick as our chat, we will make sure to contact you back via email within 1 business day.
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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 contact us 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.
You can submit your complaint through our contact form.
We promise to acknowledge your complaint within 5 business days of receipt and will provide you with information regarding next steps. You can read more about how our complaints process works in the terms and conditions of your insurance or here.
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