Scope of Coverage

Event cancellation

If the Insured, due to force majeure, is prevented from attending the event for which he has an Insurance Ticket, the Insurer will ensure the reimbursement of the amount thereof, within the maximum indemnifiable limit.

For this purpose, it is considered as force majeure:

a) Unforeseen professional impediments (scheduling of meetings, trainings or others), duly documented, that imply that the Insured is displaced from the place where the event takes place. For the purposes of this policy, it is understood that the insured person who has a professional impediment within a radius of more than 150 km from the place where the event takes place is displaced.

b) Accident occurred with the means of transport in which the Insured was traveling on the way to the venue of the event or performance;

c) Accident that occurred, diagnosed illness or hospitalization verified in the fifteen days preceding the day of the event or performance, affecting the Insured, his/her spouse, ascendants or first-degree descendants, provided that the latter are minors;

d) Theft, its attempt or any violent act committed against the Insured or his companions during the journey to the venue of the event or performance that prevents the Insured from attending the event or performance;

e) Theft from the Insured of the ticket for the event or performance;

f) Death of the holder, spouse, or of the respective descendants or ascendants, provided that it occurred within the fifteen days preceding the day of the event or performance;

g) Disruption of public order, strikes and enforcement of martial law that prevents the Insured from attending the event or performance;

h) Impossibility for the Insured to access the venue of the event or performance, caused by flooding, fire, explosion or by order of a legally constituted authority;

i) Flight cancellation or plane delay that prevents the Insured from attending the event or performance.


The following claims are always excluded from coverage:

a. Fraud or attempted fraud;

B. Cancellation, anticipation or postponement of the show or public entertainment, as well as change of location of its performance;

c. Delay in entering the venue or at the venue of the performance or public entertainment;

d. Work that makes the place where the public entertainment or entertainment takes place, or the respective accesses, inaccessible or impractical in whole or in part, except when such work is not known to the Policyholder at the time the tickets are sold;

e. Failure by the Policyholder or the Insured to comply with legal or regulatory rules or judicial or administrative decisions;

f. War, declared or not, invasion, act of a foreign enemy, hostilities or war operations, civil war, insurrection, rebellion or revolution, as well as those caused accidentally by explosive or incendiary devices;

g. Acts of terrorism, as such considered by the Portuguese penal legislation in force;

h. Military lifting or act of legitimate or usurped military power;

i. Explosion, release of heat and radiation from the splitting of atoms or radioactivity, and also from radiation caused by the artificial acceleration of particles, as well as those resulting from exposure to magnetic fields;

j. Willful acts or omissions of the Policyholder, the Insured or persons for whom they are civilly responsible;

k. Non-compliance with medical prescription;

l. Suicide or attempted suicide and self-inflicted bodily harm on the insured;

m. Storm, tornado, typhoon or cyclone, snowfall, fog, frost or thunderstorm;

n. The simple disappearance of the Bilhete Seguro, without demonstrating that force or violence or the threat of people was used to remove it, in which case this simple disappearance will be considered as theft, and not covered under the terms of this policy;

O. Any voluntary omission or negligence including simple loss on the part of the Insured. For the purposes of this exclusion, the circumstance of leaving the Insurance Ticket in a place that is visible from the outside, in a building or public place, will be considered negligence;

p. Any theft whose practice is facilitated or is due to the negligence of the Insured.

Procedures in the event of a claim

The procedures to be followed in the event of a claim are as follows:

1. In order to guarantee the Theft of the Insurance Ticket, the Insured must communicate its occurrence within 5 working days of its occurrence;

2. For all other guarantees, the Insured must notify the Claim within a maximum period of 10 days from the date of the event or performance.

The claim can be made through the claim reporting portal specifically designed for this purpose. In the event of theft of the Insurance Ticket, the Insured must, immediately after the occurrence or knowledge of the claim for Theft, file a Report to the Competent Authority, including a detailed breakdown of the claim, namely:

1. Circumstances in which the Theft took place;

2. Express statement that the Secure Ticket has been stolen;

To instruct the claim process, the Insured must send to the Insurer, by any of the means provided, the following documents or information:

1. Claim report duly filled in and signed;

2. The Secure Ticket (except in case of theft thereof);

3. Proof of purchase of the Insurance Ticket;

4. Proof of the occurrence that gave rise to the Insured's non-attendance at the event or performance;

5. In the case of theft of the Insurance Ticket, the complaint must be sent to the competent Authority.

For the purposes of this clause, participation can be made:

  • Telephone: 210 419 242 (24h Helpline)
  • Post office: Alameda Fernão Lopes, 16 – 6th floor – Miraflores – 1495-190 Algés.
  • Email: