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FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS

Use the filters and quickly find the answers to your questions.

Use the filters and quickly find the answers to your questions.

Use the filters and quickly find the answers to your questions.

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Talking to Caravela is simple. Just fill in the available (Access)The Caravela Hotline 217 958 690/965 955 701 is also available, available every working day from 08:00 to 18:00.

If you are looking for a Caravela Broker, use one of our contacts below:

    • Contact form available on the website (access)
    • Customer service line 217 958 690/965 955 701 available every working day from 08:00 to 18:00.
    • Go to a Caravela Delegation (see addresses)
To access your client area, you need to know your client number (present in any Caravela communication) and your Taxpayer Identification Number (TIN).

IMPORTANT NOTE: If your TIN does not exist in our database or is not well loaded on Caravela systems, the system will not be able to validate access and will not be able to register.

In this case, please contact the Caravela Customer Service Line 217 958 690/965 955 701 available every working day from 8:00 am to 6:00 pm and request confirmation that your TIN is correct in the Caravela databases.

When indicating your Customer Number and your TIN, you will receive an email with a link, where you must click to validate the access.

IMPORTANT NOTE: For security reasons, the link sent is valid for 24 hours, during which time you must register. After that period it will be necessary to register again.

To buy insurance in Caravela, you can:

  • Address a Caravela Broker
  • Go to a Caravela Delegation (see addresses)
  • Call the Customer Service Line 217 958 690/965 955 701, available every working day from 08:00 to 18:00.
  • Use the contact form (access)

Through these means you will have access to all the information about the desired product, a simulation of the premium to be paid can be carried out, as well as follow up on the steps to issue a policy.

You can do the simulation practically and straightforwardly the amount to pay for a Caravela product, through the following channels:

  • On this site (access the menu for Individuals or Companies);
  • Customer Service Line 217 958 690/965 955 701, available every working day from 08:00 to 18:00;
  • Contact form available on this site (access)
  • Go to a Caravela Delegation (see addresses)
  • Go to your Caravela Broker or, if you don't have one, to any broker.

To request a contractual change to your policy or its cancellation, you must formalize this request in writing, using the following means:

  • Caravela Broker;
  • Contact form available on this website (access)
  • By post or in person at a Caravela Delegation (see addresses)
In the case of an annually renewable contract, the annulment can only be effected upon expiration, upon prior notification of at least 30 days, unless the insurance object is extinguished. Only in these cases will you be entitled to a chargeback, corresponding to the period that has not elapsed.
You must sign the receipt and proceed according to the receipt guidelines.


The simplest way to do this is through your client area. Register and make an immediate change.

You can always choose to send a written request to change your address to Caravela, using the contact form available on this website (access).

In case of doubt, send your questions via the contact form available on this website (access) or call the Customer Service Line 217 958 690/965 955 701, open every working day from 08:00 to 18:00.


The simplest way to do this is through your client area. Register and make an immediate change.

You can always choose to send a written request to change your address to Caravela, using the contact form available on this website (access).

In case of doubt, send your questions via the contact form available on this website (access) or call the Customer Service Line 217 958 690/965 955 701, open every working day from 08:00 to 18:00.


Aimed at lovers of two wheels without a motor, Caravela has an innovative product - Ciclo Caravela, very complete and affordable that can guarantee:

  • Civil Liability to protect you in case of damage caused to third parties;
  • Personal Accidents, to protect the Insured in case of damages that he suffers;
  • Damage to the bicycle to protect you in the event of theft or damage resulting from a road accident that occurred during transport;
  • Assistance to solve the problems that can ruin a day of leisure.

IMPORTANT NOTE:Damage caused to third parties resulting from cycling on public roads, on private roads or off any road is guaranteed.

While the insurance is in effect, you must inform us in writing of changes to the data you provided when you took out the coverage or of the risks subscribed, sending it to Caravela via the contact form available on this website (access), delivering it to a Caravela Delegation or your own Caravela Broker.


Examples:

    • Sale of the vehicle - the insurance contract is not transmitted, so the Customer must inform us of the sale of the vehicle in writing, attaching the sales declaration, within 24 hours. You must return the green card and the insurance badge within a maximum period of 14 days;

 

    • Vehicle Alteration - you must request the vehicle alteration, attaching a copy of the Booklet or Declaration of the Stand, the Inspection Bulletin and the Property Registry.

 

    • If you have subscribed Own Damage, you must inform the commercial value of the vehicle. For used vehicles, an inspection appointment may be proposed. If you have extras, you must indicate which and the respective value in a discriminated manner.

 

  • Other Changes - you must also inform us in case of:
    • Amendment of Social Pacts in the case of insurance issued by companies
    • Death of the insured
    • Change of address
    • Changing Packs / Covers

 

Caravela will send you a written notice, thirty days before the payment deadline, indicating the amount of the premium to be paid, the payment method and the payment deadline. Caravela offers its customers several payment channels:
  • Multibanco (reference document for payment is indicated in the document)
  • By debit account (except the 1st receipt)
  • By Bank transfer
  • Directly in any Caravela Delegation
  • Diretamente em qualquer Delegação Caravela
PLEASE NOTE THAT: when renewing the policy, you must settle the payment receipt by the expiration date of the contract, under penalty of it ceasing to take effect at midnight on the same day, and the Insurer does not assume any risk from that date on behalf of the Insured under the Contract.


If your policy payment has been made close to the due date, it may happen that the green card does not reach your home in time.

In this context, we suggest that:

  • If your policy is charged as an agent → contact your agent
  • If the billing method is different from the agent → contact the Customer Service Line 21 958 690/965 955 701, available every working day from 08:00 to 18:00.

We suggest that the insurance is paid in advance in order to guarantee the arrival of the green card in time.


To participate in a car accident, you must:

    • Use the mobile application launched by APS to facilitate the participation of an automobile accident - the e-segurnet.


      We believe that this mobile application facilitates the process of reporting an accident, constituting an alternative to the traditional method of participation on paper (DAAA), streamlining the following steps for settling the claim.


      We therefore suggest that you install this application on your mobile phone, immediately load your personal and vehicle data and be prepared in case the accident happens!


      Find out more by visiting the website: www.apseguradores.pt.

 

    • Alternatively, you can use a DAAA

 

The participation in Caravela must be made, in the shortest time, regardless of its responsibility in the accident.

In the participation, you must gather all the documentation that you have and that you consider it can contribute to the agile management of the accident (Auto Friendly Declaration or Participation Document, Police Auto, photographs, among others).

To send the information corresponding to the accident report, preferably use the contact form available on this website (access).


  • If it is more convenient, deliver it personally to your Broker, or any delegation of Caravela Seguros (see addresses)

The correct forwarding of documents related to your claim will allow a faster opening and regularization of the process.

The completion of the DAAA must be given some care to allow it to be included in the IDS convention.

See the link to take care of (here).
With Work Accident Insurance - Own Account, the policyholder is protected against the consequences of an accident that occurs in the course of his professional activity.

This insurance guarantees:

  • Medical, surgical, pharmaceutical and hospital assistance;
  • Indemnity for Temporary Disability (Absolute or Partial);
  • Indemnity for Permanent Disability (Absolute or Partial);
  • Indemnity in case of death;
  • The payment of other expenses and compensation as a result of an accident.
IMPORTANT NOTE

Self-employed workers are obliged to insure themselves against the risk of accidents at work.
Workplace Accident Insurance for domestic workers is mandatory by law, even for part-time workers.
Life is made up of unforeseen events, unexpected accidents, accidents that surpass everything and everyone. Even the banalest situation, such as walking on the street, can prove problematic if bad luck remembers to appear. In these moments there is only one desire, that of seeing the situation resolved as soon as possible, with the support of an Insurance Company that guarantees the minimization of the consequences. This insurance guarantees the payment of capital and compensation for damages or bodily injuries, according to the coverage contracted, as a result of an accident that occurs at work or during leisure. IMPORTANT NOTE: In the Caravela Viagens insurance, the Assistance coverage also guarantees the loss, theft, loss and deterioration of luggage.
Yes. In addition to civil liability insurance for hunters, civil liability insurance for the use and possession of a weapon is also mandatory.

The hunter may only hunt in authorized areas, provided with mandatory documents, such as the letter and the hunting and use and possession licenses and the insurance declaration.
    • Whenever there are injuries, you should first call 112;
    • In the event of a claim, whether the liability is yours or the driver of another vehicle involved (even if there is no understanding for joint filing or the conditions for the claim to be considered within the IDS Convention) are not met, you must make the participation of the claim, either through the e-segurnet application, or through the form called the Friendly Declaration of Automobile Accident (DAAA) that will have been provided to you with the other insurance documents by the insurer. If you choose to fill in the DAAA form, you must send it to Caravela via the contact form, available on this website (access)Participations made by e-segurnet are automatically sent to the insurance companies involved;
    • It is important to have a complete identification of the other stakeholder (s) and respective vehicle (s), not forgetting the most accessible telephone number and hours / place of contact;
    • Try to obtain the complete identification of the witnesses, not forgetting, once again, the most accessible telephone number and hours / place of contact;
    • If the other party does not agree with your version, you should avoid discussions and call the police authority. This should always intervene when there are injuries;
    • Obtain the identification of the victims, which you can do later, in the health establishment that assists;
    • Whenever possible, photograph the accident site and the damage caused by it;
    • If the accident in question is due to "Theft or Robbery", you should quickly go to the nearest police or GNR station and report the incident. Request a copy of the occurrence report and deliver it to one of our facilities or your Agent;
  • If you have subscribed to the (Multi) Travel Assistance coverage, you can obtain all the necessary services from the same coverage, by calling 211 571 982;
  • If you are abroad, call +351 21 157 19 82. This service is available 24 hours a day, 365 days a year.

 

An automobile accident usually goes through the following phases:

  • The request of the claim - made by the policyholder or injured party;
  • Registration of the claim in the insurer's systems;
  • Vehicle damage assessment (expert opinion);
  • Definition of responsibility (sometimes, it is required that a more detailed investigation be made of the way it occurred and of the stakeholders);
  • Payment of compensation / Repair of the vehicle or Declination (if the insurer does not assume responsibility;
  • If there are injuries, you will have to assess the injuries and their impacts. Sometimes, if the injured person accepts, clinical assistance can be provided by the insurer.
Disability is determined by the Devaluation Table that is part of the conditions for each Personal Accident product. In mandatory insurance for firefighters, sports agents, fishing vessel crew and compulsory sports insurance, the applicable table is the National Table for the Assessment of Permanent Disabilities in Civil Law, approved by Decree-Law no. 352/2007, of 23 of October).
In the event of a claim, you must immediately report to Caravela, using the electronic form for reporting accidents at work.

Whenever the injuries are not serious, not endangering life or not compromising complete recovery, the injured person should contact the Clinical Assistance Line in the event of an accident at work 808 100 075 and 220 141 945 (available every day from 7am : 00 to 20:00) to know the most appropriate clinical provider taking into account the injuries.

If the severity of the accident so requires, the victim must go to the nearest District Hospital Emergency Department to provide emergency health care, indicating the Caravela policy number. Subsequently, you should contact the Clinical Assistance Line in the event of an accident at work 808 100 075 and 220 141 945 available every day from 7:00 am to 8:00 pm to meet the most appropriate clinical provider taking into account the injuries.


The policyholder must make the participation of accidents at work.


The electronic reporting of accidents at work is mandatory for companies with more than 10 workers, but all policyholders can use it.


The advantages are evident:

  • Speed in the participation process;
  • Information held by Caravela is automatically filled;
  • Participation is automatically forwarded to Caravela;
  • The borrower remains in possession of a document;
  • Automatic opening of the claim process by Caravela and higher speed in defining the first steps;

If the option remains the paper, the form is available on this website in the Claims / Forms menu or in our offices.


After filling in the form, it should be sent, as soon as possible, to Caravela via the form available on this website (access).


To report a relapse, the policyholder must use the same claim report with the indication of Relapse, indicate the date and sign. The document must be sent to Caravela via the contact form available on this website (access).


Note that the acceptance of the relapse is subject to the evaluation of Caravela and its clinical services.

The claim for these claims can be made using an existing form for this purpose or through the contact form available on the website, providing information regarding the affected policy, description of the accident, damage caused, names and contact details of the injured parties.

IMPORTANT NOTE: WATER DAMAGE

If it is a water damage claim in a horizontal property building, you must promote the filling out of the DADA - Friendly Water Damage Statement form. Completion of this document opens the possibility of the claim being settled under the water damage protocol, com a vantagem da regularização do sinistro, ainda que provocado por uma fração vizinha, , with the advantage of settling the claim, even if caused by a neighbouring fraction, the injured client is assured by his insurer, who will then take charge claiming the respective reimbursement to the insurer of the responsible fraction.

You can find the editable forms on this website, in the Claims / Forms menu.


You can obtain information about your claim through the following channels:


  • Contact form available on the website (access)
  • Customer Service Line 217 958 690/965 955 701 available every working day from 08:00 to 18:00;
  • Address your Caravela Broker;
  • Go to a Caravela Delegation (see addresses)

It depends on the compensation amounts and the payment channel. If it is by check, the post office time must be taken into account, and if it is by bank transfer, it is faster.


We suggest payment by bank transfer, especially if payments are recurring (e.g., Temporary Disability payments).


Do not forget that, in payments by bank transfer, money is more quickly available in the customer's account, avoiding the time of the post office.


To do so, it is sufficient that the Policyholder / Claim must send the following documents via the contact form (access) .


  • Declaration indicating that you intend to receive compensation for transfer;
  • Proof of NIB (obtained from Multibanco with identification of the holder).

 

Insurance against accidents at work on behalf of others is mandatory. It is aimed at all employers, whether natural or collective, covering all their employees, permanent or fixed-term, full or part-time. This insurance guarantees specialized medical assistance to all employees in the event of an accident at work and protects the company against the resulting responsibilities and expenses, including cases of temporary or permanent disability (absolute or partial) and death.  
Caravela provided its customers with a telephone line, 808 100 675 and 220 141 945 (available on weekdays and weekends from 07:00 to 20:00). To call in the event of an accident at work, when the victim suffers minor injuries.

The purpose of this contact is to allow an initial assessment of the injured person's injuries and refer him to the clinic with the skills most appropriate to the type of injury, ensuring a faster and better quality recovery. It is even intended that, in some instances, a doctor from Trueclinic will speak to the victim and the clinic to which he will be referred to give him the necessary guidance and, if necessary, provide authorization for the required examinations immediately.

However, in the case of a SERIOUS INJURY, the victim must be referred to a public hospital.

If the INJURY IS NOT SERIOUS, but IMMEDIATE CARE IS NECESSARY, the victim can go to one of the Caravela clinics available on the website, but having the opportunity, if, within opening hours, he must also call (or his employer) for Caravela. So when the victim gets there, the clinic will be waiting for him.

If the victim does not need immediate care, the policyholder / victim must always contact Caravela before driving to a clinic in the Caravela chain.
In the case of claims that affect work accident contracts, a variable premium, Caravela needs to be in possession of vacation leaves (payrolls sent to the social security plus) of the month of the accident and the previous 6 months to ensure payments of compensation due to the victim.

If the shipment is made periodically, (according to the General Conditions, one month's vacation leaves must be sent to the insurer by the 15th of the following month), there will be no constraint that prevents the payment of damages to the injured, often their only means of subsistence.
  • Check if someone is injured and if so, call 112 immediately;
  • Check what the damage was, as well as what may have caused it, trying not to touch the traces of the accident;
  • If an assault or break-in has occurred, contact the authorities as soon as possible.
We also warn that you should prevent the losses from increasing. As well as, you must prevent the conditions in which the accident occurred from being changed, and you must keep the objects that have not been damaged and provide Caravela with all the evidence and documents you have about the accident.

To start the claim settlement process as soon as possible, contact Caravela Seguros or any of its agents, whose services will assist you in resolving the case.
A sinister dwelling usually goes through the following phases:

  • The request of the claim - made by the policyholder or injured party;
  • Registration of the claim in the insurer's systems;
  • Damage assessment (expert report) - in this case, the insured / injured person will be contacted by the expert company to schedule the expert report;
  • Troubleshooting - it is sometimes necessary to research the fault causing the damage. The insured / injured person initially bears this cost and if there is liability of the insured, the insurer will incur these expenses;
  • Request for documentation (sometimes documents are requested from the interveners, without which it is not possible to proceed with the management of the claim);
  • Definition of responsibility / classification in the coverage of the policy;
  • Payment of indemnity or declination (if the insurer does not assume responsibility);
  • If there are injuries, you will have to assess the injuries and their impacts. Sometimes, if the injured person accepts, clinical assistance can be provided by the insurer.
In the event of a claim in your home, we will always be by your side so that everything goes smoothly.

We also warn that you should prevent the losses from increasing. As well as, you must avoid that the conditions in which the accident occurred are changed, and you must keep the objects that have not been damaged and provide Caravel with all the evidence and documents you have about the accident.

In the event of a claim that is entitled to receive compensation, the amount of capital you indicated when you contracted your policy will be deducted from the amount of the settlement. How does it work?

When you took out your insurance, you contracted a certain amount for a year, an amount that you can spend during that year in case of claims at your home. Thus, if more than one claim occurs in the same year that damages your house and gives you the right to receive compensation, the amount available on that annuity will decrease.

Example:

You have housing insurance with a filling amount of € 50,000. Your oil heater broke down and burned your carpet for € 500. In this situation, you will be compensated for the value of the carpet, but until the end of the annuity the insured capital for filling will be € 49,500. This means that if you have a second claim in the course of the annuity, the maximum amount of compensation you can receive will be € 49,500.

However, if you want to restore the initial value, you can do so by paying an additional premium for this purpose.
O Decreto -Lei estabelece um regime excecional e temporário, no âmbito da pandemia da doença COVID -19, relativo ao pagamento do prémio de seguro e aos efeitos da diminuição temporária do risco nos contratos de seguro decorrentes de redução significativa ou de suspensão de atividade. É assim aplicável a todos os seguros comercializados pela Caravela.
Por acordo entre o Cliente e a Caravela, podem ser convencionados: o pagamento do prémio em data posterior à do início da cobertura dos riscos, o afastamento da resolução automática ou da não prorrogação em caso de falta de pagamento, o fracionamento do prémio, a prorrogação da validade do contrato de seguro, a suspensão temporária do pagamento do prémio e a redução temporária do montante do prémio em função da redução temporária do risco.
O contrato cessa automaticamente, após o período de 60 dias da data de vencimento, por falta de pagamento do prémio, ou de parte ou fração deste, mas o cliente continua obrigado ao pagamento do prémio correspondente ao período em que o contrato tenha vigorado.
O presente decreto de lei, estabelece a possibilidade de um acordo que visa proteger e salvaguardar a estabilidade económica dos Clientes, face às dificuldades provenientes do estado de pandemia. No entanto, não obriga a que o Cliente efetue o pagamento do prémio apenas e só, 60 dias depois. O pagamento do prémio de seguro é uma obrigação que se mantém.
As alterações contratuais resultantes das medidas previstas no Decreto Lei são reduzidas a escrito em ata adicional, ou em condição particular, e serão envidas pela Caravela no prazo de 10 dias úteis após a data da convenção ou do exercício do direito pelo tomador do seguro.
Este decreto de lei aplica-se até 30 de setembro de 2020, sem prejuízo da produção dos efeitos contratuais que decorram da sua aplicação.
Em caso de dúvida, poderá entrar em contacto com o seu Mediador ou em alternativa, através dos contactos habituais da Caravela, sem prejuízo de também poder pedir esclarecimentos à Autoridade de Supervisão de Seguros e Fundos de Pensões sobre o regime legal e regulamentar.

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