Pre-contractual information on home insurance for customers

• The e-office cannot be used for making transactions via an authorised representative. The necessary transactions and operations must be carried out personally by the customer.
• When using the e-office, make sure your details are correct and complete. We base our assessment of your insurance interest and risk on the information you provide under risk information. By entering into an insurance contract, you confirm that all the data provided are true and complete.
• You can find insurance terms and conditions and policies in the e-office.
• You can view the final cost of your insurance in the e-office.
• You can obtain an insurance policy that does not need to be signed in the e-office. The contract is entered into when you go from the e-office to your internet bank. In doing so, you will acquire a payment obligation.
• We will retain all your insurance contracts until the expiry of the limitation period for claims under your insurance contracts. You can find our personal data protection policy here.

2. Insurance premium

The insurance premium is based on the customer's risk assessment and ERGO's premium calculation terms and conditions. The amount of the premium is displayed in the e-office payment calculation and on the insurance policy. The price calculated in the e-office is valid until the end of the e-office session.

There are no other costs for you to take out an insurance policy in the e-office. The insurance premium is paid via a bank link in the e-office.

3. Contract term

The home insurance contract is open-ended. The insurance period is one year. Before the end of the insurance period, we will send you a new policy for the new period and a payment notification/invoice. We apply the same principle to the non-payment of the first premium of a new insurance period as to a periodic premium.

4. Entry into force and termination of contract

The insurance contract enters into force and cover starts on the date of the insurance period indicated in the policy, provided that the premium has been paid by the agreed deadline. If you enter into an insurance contract on the starting date of the insurance period, the cover will start on the date of policy issue indicated in the policy.

An insurance contract entered into for an indefinite period ends when the contract is cancelled. Both parties have the right to terminate the insurance contract in accordance with the procedure and on the grounds provided for in the Law of Obligations Act and the insurance terms and conditions, as well as by agreement between the parties. We do not apply ERGO's administrative costs or contractual penalties in the event of termination of the insurance contract.

You can withdraw from a contract entered into in the e-office without giving a reason within 14 days of concluding it. You can send a withdrawal notice via the ERGO website or by email to info@ergo.ee, indicating the name of the policyholder, the personal identification number and the policy number on your application. Your right of withdrawal ends upon the expiry of the term for withdrawal. In the event of cancellation, we will refund your premium for the period for which we have not assumed insurance liability.

5. Reporting an insured event

Report any insured events to us immediately by either:

• sending a claim notice through the ERGO website (‘Report damage’);

• sending an e-mail to kahju@ergo.ee; or

• visiting ERGO offices all over Estonia. The list of offices can be found on the ERGO website.

6. Applicable law

The insurance contract is governed by the laws of Estonia.

7. Complaints and monitoring

If you are unhappy with our services, you have the right to file a complaint by sending an email to kaebus@ergo.ee, by filling in the complaint form on the ERGO website or by submitting it personally at one of ERGO’s offices.

You have the right to refer any dispute you have with us for resolution to the insurance conciliation body of the Estonian Insurance Association (Mustamäe tee 46, Tallinn). Before a conciliation procedure, the claim in the disputed matter must be submitted to us and we must be given the opportunity to respond to the claim. Additional information on the insurance conciliation procedure is accessible on the Estonian Insurance Association’s website at lkf.ee/et/lepitusavaldus.

Any disputes arising from insurance contracts, incl. disputes concerning which no agreement has been reached at an insurance conciliation body, shall be settled in the Harju County Court.

The activities of ERGO are supervised by the Estonian Financial Supervision and Resolution Authority (Sakala 4, Tallinn, info@fi.ee). You have the right to lodge a complaint with the Financial Supervision and Resolution Authority with regard to our activities.

You are also entitled to file a complaint with the Consumer Disputes Committee of the Consumer Protection and Technical Regulatory Authority. Contact details: Rahukohtu 2, Tallinn, tel. 620 1707. Further information and procedural rules: https://ttja.ee/en/consumer-disputes-committee.