Refund Policy
This Refund Policy explains how refunds are handled for insurance policies purchased via the embedded purchase form on insurance-ukraine.com. Refund requests are processed by the insurance provider in accordance with the terms of the issued policy, applicable Ukrainian law, and internal underwriting rules.
1) Scope
This policy applies to travel, health, and related insurance products issued by Innovative Insurance Capital Ukraine and purchased through the embedded form on insurance-ukraine.com. Product-specific conditions stated in your policy documents prevail if they differ from this general policy.
2) Who handles refunds
Refund requests and decisions are handled by the insurance provider. The website insurance-ukraine.com provides an embedded purchase form and customer support contact details but does not independently approve or issue refunds.
3) When a refund may be available
Refund eligibility depends on the policy type, the effective dates, and whether coverage has started or a claim event has occurred. A refund (full or partial) may be considered in the following common situations:
- Cancellation before the policy start date, when coverage has not begun and no insured event has occurred.
- Duplicate purchase (two policies purchased for the same insured person(s) and period), subject to verification.
- Purchase error (incorrect dates or insured details), where the policy can be canceled and reissued under underwriting rules.
- Visa/entry refusal or trip cancellation reasons, only if explicitly covered by your policy terms or add-ons (if applicable).
4) When a refund is not available (typical cases)
- Coverage has already started and the policy terms do not provide for a pro-rata refund.
- An insured event has occurred, a claim has been filed, or benefits have been provided/initiated.
- The request conflicts with mandatory policy rules, regulatory requirements, or anti-fraud controls.
- Non-refundable products or special tariffs as defined in the policy conditions.
5) How to request a refund
To request a refund, contact the support team using the details below and provide the information needed to identify your purchase and policy.
- Email: info@insurance-ukraine.com
- Phone: +380 93 542 67 32
Include:
- Policy number (if issued) and/or order/payment reference
- Full name of the insured person(s)
- Policy start and end dates
- Reason for refund request
- Supporting documents (if applicable), such as proof of duplicate purchase, correction request, or entry/visa refusal notice
6) Review and processing time
We review refund requests after receiving the required details and documents. Processing time depends on verification needs, the policy type, and bank/payment provider timelines. If additional information is required, processing may be paused until it is received.
7) Refund method
Approved refunds are generally returned to the original payment method used for purchase, subject to the payment system and banking rules. Transaction fees charged by banks or payment providers may be non-refundable where permitted by law and payment provider policies.
8) Policy changes instead of refunds
In some cases, a policy change (correction of dates, passport details, or insured persons) may be available instead of cancellation and refund, subject to underwriting rules and the policy’s terms. If a change is approved, any premium difference may be charged or refunded as applicable.
9) Fraud prevention and verification
We may request additional documents to confirm identity, payment ownership, and policy details. Refunds may be declined if the request is inconsistent with policy data, payment records, or fraud-prevention checks.
10) Contact
Refund requests and questions:
- Email: info@insurance-ukraine.com
- Phone: +380 93 542 67 32