Partner Liability Insurance Policy Summary

This document provides a summary of the significant features, benefits and limitations of the cover provided by the Partner Liability Insurance policy. If you have any questions on the cover provided by the Partner Liability Insurance policy please contact the claims administrator Crawford & Company International Inc (“Crawford") through the following contact information: Booking.comHelp@crawford.com

Partner Liability Insurance (PLI) may cover Partners for sums they become legally obligated to pay as damages because of “bodily injury” or “property damage” to guests, or other third parties, as a result of an event that happens during a guest stay at a home-like property that has been booked via the Booking.com platform. The PLI does not provide coverage for damage or loss to the Partner’s property.

The following Booking.com property types are considered home-like property types: Aparthotel, Apartment, Bed and Breakfast, Camping, Country House, Chalet, Condo, Cottage, Farm Stay, Gite, Guest House, Holiday Home, Holiday Park, Homestay, Riad, Ryokan, Stationary Houseboat, Tented Camp, Villa.

The PLI provides insurance underwritten by Zurich Insurance Company Ltd (hereby referred to as Zurich) or its global partners.

Zurich Insurance Company Ltd is authorised and regulated in Switzerland by the Swiss Financial Market Supervisory Authority FINMA. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request. Our firm reference number is 959113.

The PLI policy is issued by the following insurance companies across the United Kingdom (UK), European Economic Area (EEA), Rest of the World (ROW) and the United States of America (USA)

In the UK and ROW, the PLI policy is underwritten by Zurich Insurance plc (Zurich Commercial Insurance UK, 70 Mark Lane, London EC3R 7NQ);

In the EEA, the PLI policy is underwritten by Zurich Insurance Europe AG (Sucursal en España, C/ Paseo de la Castellana 81, pl 22, 28046 Madrid); and

In the USA, the PLI Policy is underwritten by Steadfast Insurance Company (4 World Trade Center, 150 Greenwich Street, New York, NY 1000 ).

PLI is available for every stay booked through Booking.com in most of the locations in which Booking.com operates.

Note that some locations are not yet covered by the PLI program. For a list of the countries/locations which are covered by Zurich Insurance Company Ltd or one of its global partners under the PLI program, please refer to Appendix A of this document.

In the event that your location is not listed in Appendix A, please notify Booking.comHelp@crawford.com, to inform Booking.com via Crawford (who acts as a claims administrator) in relation to claims in locations where the PLI is not available and Booking.com will assess your situation.

The PLI is not provided in sanctioned countries, territories or to sanctioned individuals which, as of the date of publishing this policy summary, includes (but may not be limited to): Crimea, Cuba, Iran, Syria, North Korea, South Sudan.

In the province of Québec (Canada), the operator of a tourist accommodation establishment under the Tourist Accommodation Act must take out and maintain civil liability insurance for at least $2,000,000 per claim that covers bodily injury and property damage caused in the course of operation of the establishment. The coverage afforded by the Partner Liability Insurance Policy does not satisfy this requirement. Partners are solely responsible for obtaining all minimum liability insurance required by law.

The countries where the PLI is available may be updated from time to time. If you have any questions on whether your location is covered, please contact Booking.comHelp@crawford.com.

The term of the policy commences on 1 Jan 2025 and ends on 31 Dec 2025.

A Partner may be covered under the PLI policy if the incident that results in the Partner's legal liability for either a “bodily injury” or “property damage” claim occurs during the Rental Period of an Accommodation that is owned or controlled by that Partner but only when the rental of the Accommodation was affected through the Booking.com platform and if the Rental Period of the Accommodation commences during the policy period.

1. Accommodation – Accommodation means a residential or other home-like property that is:
   1. Owned or controlled by the Partner;
   2. Listed on the Booking.com platform; and
   3. Booked by a third-party using the Booking.com platform who has consented to the Booking.com Terms of Service.
2. Partner – Partner means a person or an entity who:
   1. Has completed the Booking.com account registration process, including consenting to the Booking.com Terms of Service; and
   2. Lists their Accommodation on the Booking.com platform.
   Partner also includes a person or persons providing Partner related services such as full or part time servants or domestic staff. Anyone who resides at or has an ownership interest in may be covered by the PLI subject to the same terms and conditions applicable to the Partner. If you have queries regarding this or need clarification as to whether you are covered then please contact Booking.comHelp@crawford.com if you need any additional information.
3. “Rental period” means the period of time that an “accommodation” is rented to a third party by a “partner”. “Rental period” commences at 12:01 am local time on the check in date and ends 11:59 pm local time on the checkout date or for a period of 12 hours before and after such other time agreed to by the “partner” not to exceed a 24-hour period. A “rental period” does not exist if the “accommodation” is not occupied by the aforementioned third party.

You may be covered for EUR1,000,000 for EEA Countries, GBP1,000,000 for United Kingdom, USD1,000,000 for all other Countries listed in Appendix A for each 'incident' which means accident as a result of any injury or damage to a guest or third party whilst residing at the Partners property with a total limit available for each Accommodation of EUR1,000,000 for EEA Countries, GBP1,000,000 for United Kingdom, USD$1,000,000 for all other Countries listed in Appendix A for any and all 'incidents' occurring during the Policy Period of the PLI (as set out above).

There is also an aggregate programme limit applied to the insurance available which means should an ‘incident’ occur and more than 10 Guests are injured as a result of this one ‘incident’, then the Guests can make a claim subject to the terms and conditions of the Policy but a total aggregate limit of EUR10,000,000 for EEA Countries, GBP10,000,000 for United Kingdom and USD10,000,000 for all other Countries listed in Appendix A will apply in respect of all Partners and their Accommodation. Once the aggregate limit has been reached in relation to any one ‘incident’ no further claims will be paid under this Policy.

Please refer to the policy wording which provides full details of the terms and conditions of the PLI policy, this can be obtained via Marsh who can provide a copy to you, please enquire at the following email address: BookingPolicySummary@marsh.com.

Bodily Injury or Property Damage arising out of the ownership, maintenance, use or entrustment to others, of any Aircraft, Auto or Watercraft including loading or unloading.

All losses relating to Asbestos and Lead are excluded.

All losses, costs, damages, expenses, injury claims or suits excluded.

This exclusion only applies to an insured who actually or allegedly committed or attempted to commit such assault and/or battery.

Bodily Injury or Property Damage arising from drywall and similar materials that were manufactured or in originated China (or components thereof).

Bodily Injury or Property Damage for which the insured is obligated to pay damages by reason of the assumption of liability in a contract or agreement.

This exclusion does not apply to liability the insured would have in the absence of the contract or agreement.

Bodily Injury or Property Damage arising from claims or Suits brought by any Named Insured against another Named Insured.

Damage to your property (personal property, fixtures or your accommodation etc.) you own, rent, loaned to you, in your case, custody or control or occupied by you.

Damage to property arising out of a pre-existing defect, deficiency, inadequacy or dangerous condition of the property damaged.

Bodily Injury or Property Damage arising directly or indirectly out of any action or omission that violates or is alleged to violate The Telephone Consumer Protection Act (TCPA), including any amendment of or addition to such law; or The CAN-SPAM Act of 2003, including any amendment of or addition to such law; or any statute, ordinance or regulation, other than the TCPA or CAN-SPAM Act of 2003, that prohibits or limits the sending, transmitting, communicating or distribution of material or information.

Damages or compensation for the loss of, loss of use of, damage to, corruption of, inability to access, or inability to manipulate electronic data.

Bodily Injury to a person arising out of any refusal to employ that person; termination of that person’s employment; or employment-related practices, policies, acts or omissions, such as coercion, demotion, evaluation, reassignment, discipline, defamation, harassment, humiliation, discrimination or malicious prosecution directed at that person; including the spouse, child, parent, brother or sister of that person as a consequence of Bodily Injury to that person at whom any of the employment related practices described is directed.

Bodily Injury to an Employee of the insured arising out of and in the course of employment by the insured; or performing duties related to the conduct of the insured’s business; or the spouse, child, parent, brother or sister of that Employee.

Bodily Injury or Property Damage expected or intended from the standpoint of the insured.

This exclusion does not apply to “bodily injury” resulting from the use of reasonable force to protect persons or property.

Bodily Injury or Property Damage which would not have occurred, in whole or in part, but for the actual, alleged or threatened inhalation of, ingestion of, contact with, exposure to, existence of, or presence of, any Fungi or bacteria on or within a building or structure, including its contents, regardless of whether any other cause, event, material or product contributed concurrently or in any sequence to such injury or damage. Losses, costs or expenses for the abatement, testing and removal are also excluded.

This exclusion does not apply to any “fungi” or bacteria that are, are on, or are contained in, a good or product intended for consumption, including food and beverages made available by the “partner”.

Bodily Injury or Property Damage for which any insured may be held liable by reason of causing or contributing to the intoxication of any person, the furnishing of alcoholic beverages to a person under the legal drinking age or under the influence of alcohol; or any statute, ordinance or regulation relating to the sale, gift, distribution or use of alcoholic beverages.

This exclusion does not apply to “partners” that make available or permit a third party to bring alcoholic beverages in or to an “accommodation”.

Bodily Injury or Property Damage arising out of the transportation of Mobile Equipment by an Auto owned or operated by or rented or loaned to any insured; or the use of Mobile Equipment in, or while in practice for, or while being prepared for, any prearranged racing, speed, demolition, or stunting activity.

This exclusion does not apply to “mobile equipment” which is an “accommodation”, but only while such “mobile equipment” is being used as an “accommodation” and is parked, towed, or not operating under its own power.

Bodily Injury arising out of Personal and Advertising Injury.

If a covered Suit is brought against the insured, seeking both compensatory and punitive or exemplary damages, fines, or penalties, then we will afford defense to such action, without liability, for such punitive or exemplary damages, fines or penalties.

This exclusion does not apply to punitive damages where such punitive damages are insurable by law.

Bodily Injury or Property Damage arising out of the actual, alleged or threatened discharge, dispersal, seepage, migration, release or escape of Pollutants.

This exclusion does not apply to “Bodily injury” if sustained within an “accommodation” during a “rental period” and caused by smoke, fumes, vapor, soot, or poisoning by carbon monoxide; or "Bodily injury" if sustained within an “accommodation” during a “rental period“ and caused by smoke, fumes, vapor or soot produced by or originating from equipment that is used to heat, cool or dehumidify the building, or equipment that is used to heat water for personal use, by the building's occupants or their guests; or “Bodily injury” or “property damage” arising out of heat, smoke or fumes from a “hostile fire” arising from an “accommodation” during a “rental period”.

Any loss, cost, damage, expense, injury, claim or Suit, caused by, arising out of, or resulting directly or indirectly, in whole or in part from sexual abuse or molestation of any person committed by any insured.

Bodily Injury arising, in whole or in part, out of the actual, alleged, threatened or suspected inhalation of, or ingestion of, Silica or Silica-Related Dust; Property Damage arising, in whole or in part, out of the actual, alleged, threatened or suspected contact with, exposure to, existence of, or presence of, Silica or Silica-Related Dust; any loss, cost or expense arising, in whole or in part, out of the abating, testing for, monitoring, cleaning up, removing, containing, treating, detoxifying, neutralizing, remediating or disposing of, or in any way responding to or assessing the effects of, Silica or Silica-Related Dust, by any insured or by any other person or entity.

Bodily Injury or Property Damage, however caused, arising directly or indirectly out of War, including undeclared or civil war; Warlike action by a military force, including action in hindering or defending against an actual or expected attack, by any government, sovereign or other authority using military personnel or other agents; or Insurrection, rebellion, revolution, usurped power, or action taken by governmental authority in hindering or defending against any of these.

Any obligation of the insured under a workers’ compensation, disability benefits or unemployment compensation law or any similar law.

The applicable law of the policy will depend on your (Partner’s) location where the ‘incident’ occurred.

For claims brought outside the United States, the Policy shall be governed by the laws of England and Wales, but in some cases where the insurance is provided by a global partner the local law of that jurisdiction may apply, see Appendix A which states the Jurisdictions where the local law will apply.

For claims brought within the United States, the Policy shall be governed by the laws of the jurisdiction within the applicable jurisdiction within the United States.

For further information please email Booking.comHelp@crawford.com.

Please click here to be taken to the claims reporting portal.

1. Partners must notify as soon as practicable of an ‘occurrence’ that may result in a claim under the PLI Policy to Crawford or any claim or suit made against the Partner or a person insured under the PLI Policy. To the extent possible, the notice to Crawford should include:
   1. How, when and where the “occurrence” took place;
   2. The names and addresses of any injured persons and witnesses; and
   3. The nature and location of any injury or damage arising out of the “occurrence”.
2. If a claim is made or “suit” is brought against any insured, you (Partner) must, as soon as practicable:
   1. Record the specifics of the claim or “suit” and the date received; and
   2. Notify the details in the claims form
3. You (Partner) and any other involved insured must:
   1. Send Crawford copies of any demands, notices, summonses or legal papers received in connection with the claim or “suit”;
   2. Authorize Crawford and Zurich to obtain records and other information;
   3. Cooperate with Crawford and Zurich in the investigation or settlement of the claim or defense against the “suit”; and
   4. Assist Crawford and Zurich, upon our request, in the enforcement of any right against any person or organization which may be liable to the insured because of injury or damage to which this insurance may also apply.
4. Do not voluntarily make a payment, assume any obligation, or incur any expense, other than for first aid, without consent.

Please email Booking.comHelp@crawford.com if you have any questions regarding the coverage available under the PLI policy.

Partners are enrolled in the Insurance Programme unless they elect to ‘opt-out’ in the registration process on Booking.com’s platform. If a Partner wishes to ‘opt out’ of the Insurance Programme, this can be done via the Partner’s online account with Booking.com by selecting the box that states ‘I would like to opt out of the Partner Liability Insurance Programme’ and then select the box that states Opt Out.

Zurich Insurance Company Ltd (Zurich) has appointed Crawford to help administer your claim. Booking.com may need to share basic reservation data (i.e reservation status, check-in date, check-out date) with Zurich or its appointed claims administrator, Crawford, in order for us to enable Crawford to begin to consider and administer your insurance claim. As part of the claims investigation, Crawford may request basic personal information (i.e. name, address and date of birth), financial details, health data and claims information. Where Crawford shares this data with Zurich, Zurich will act as a data controller in respect of it.

A full copy of our data protection statement can be viewed via www.zurich.co.uk/dataprotection

If you have any questions or queries about how Zurich use your data, or require a paper copy of the statement, you can contact us via gbz.general.data.protection@uk.zurich.com or alternatively contact our Data Protection Officer at Zurich Insurance, Unity Place, 1 Carfax Close, Swindon, SN1 1AP.

If you wish to register a complaint please contact Zurich’s claims administrator, Crawford, at Booking.comHelp@crawford.com or:

1. Crawford & Co
2. Ashton House Central
3. 2nd Floor, Silbury Boulevard
4. Milton Keynes, MK9 2AH

UK Residents - If you reside in the UK and remain dissatisfied with the way Zurich has resolved a complaint, you may have the right to refer to the Financial Ombudsman Service, free of charge, or another form of redress, alternative dispute resolution process and/or body depending on your jurisdiction. The address for such process/ body in the UK is:

1. The Financial Ombudsman Service (FOS)
2. Exchange Tower
3. London
4. E14 9SR

Further information can be found on the Financial Ombudsman Service website. FOS Website: www.fos.org.uk. A complaint can be made in writing, by telephone or in person.

EEA Residents - If you reside in the European Economic Area and remain dissatisfied with the way Zurich has resolved a complaint, you may be entitled to refer it to the Financial Ombudsman/equivalent entity in your respective country: European Commission - Financial Dispute Resolution network

Rest of the World - Please contact Crawford for further details if required for other jurisdictions at Booking.comHelp@crawford.com.

Zurich is committed to providing a high level of customer service. If you do not feel Zurich has delivered this, they would welcome the opportunity to put things right for you.

Many concerns can be resolved straight away. Therefore in the first instance, please get in touch with your usual contact at Zurich or your broker or insurance intermediary, as they will generally be able to provide you with a prompt response to your satisfaction. Contact details will be provided on correspondence that Zurich or their representatives have sent you.

If Zurich can resolve your complaint to your satisfaction within the first few days of receipt, they will do so. Otherwise, Zurich will keep you updated with progress and will provide you with their decision as quickly as possible.

If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case.

Zurich will let you know if they believe the ombudsman service can consider your complaint when they provide you with their decision. The Financial Ombudsman Service is free and impartial, but you would need to contact them within 6 months of the date of Zurich’s decision.

More information about the ombudsman and the type of complaints they can review is available via their website: www.financial-ombudsman.org.uk.

You can also contact them as follows:

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 08000 234567 (free on mobile phones and landlines)

Email: complaint.info@financial-ombudsman.org.uk

If the Financial Ombudsman Service is unable to consider your complaint, you may wish to obtain advice from the Citizens Advice Bureau or seek legal advice.

As long as it comes under the regulatory case specified here, if you have a complaint you can contact our Customer Ombudsman under the procedure set out in our Customer Ombudsman Regulations which are available on our website www.zurich.es/defensacliente.

These Regulations comply with the requirements of Ministerial Order ECO 734/2004 and any other regulations that may replace or amend it.

The Customer Ombudsman will give its decision within the time limit specified in the above Regulations from when it receives your complaint. At the end of this period you may contact the Complaints Service in the Directorate General of Insurance and Pension Funds if you’re unhappy with how we’ve resolved your complaint.

Please contact Crawford for further details if required for other jurisdictions at Booking.comHelp@crawford.com. Crawford will be able to provide further details if you are not happy with the outcome of your complaint.

Financial Services Compensation Scheme (FSCS)

Zurich is covered by the Financial Services Compensation Scheme (FSCS) which means that you may be entitled to compensation if they are unable to meet their obligations to you. Further information is available on www.fscs.org.uk or by contacting the FSCS directly on 0800 678 1100.

The Partner Liability Insurance is provided in only the following countries either by Zurich or one of its global partners. Please carefully check the list below and if your location is not on the list, please contact Booking.comHelp@crawford.com who will assess your situation.