Coronavirus – tips and advice related to your services

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Questions and answers

  • As the situation is right now, I am having trouble paying my invoice, what should I do?

    You can contact us by logging into My Eurocard or in the app and send us a secure message with your personal information then we will help you.

    Note that you must never send sensitive information in a normale email.

    If you have partal payment in connection with your card, you can always pay your invoice in instalments, at a repayment rates that is convenient for you.

  • What do I do if I want to make a disbute for a purchase paid with my credit card?

    The right to make a claim - is a security for you when paying with cards

    You have the possibility to make a claim when you pay with your card in a store or online both at home and abroad.

    As a cardholder you have the opportunity to get help from us to make a claim for a purchase, a cash withdrawal or if you have not received the product or service that you have ordered.

    For those who have paid for a product or service with the card and that have not been delivered due to Covid-19
    Always start by contacting the merchant and claim your compensation for them, as it is the merchant that should primarily compensate for the missing product/service.

    If the merchant informs you that they will return you the amount, arm yourself with patience as it takes longer now than usual.

    If the merchant offer is a voucher that you do not want, you must notify them that you refuse the offer and that you wish to the amount refunded.

    If, despite multiple attempts, you do not receive compensation, you can file a complaint.

    Read more about making a claim when paying with a credit card here

  • I have Payment protection, how am I covered if I loose my job?

    Payment protection covers involuntary unemployment (not in conection with pay compensation), incapacity, certain critical illnesses and death.

    Here you find the conditions

  • Where can I read more about my rights as a privat customer?

    You can read more about your rights at Konkurrence- og Forbrugerstyrelsens and Tænk webpages. These sites is updated continuosly with the latest information.

  • I have purchased a product that I have not yet received and would like to make a complaint to get reimburst. What should I do?

    First, contact the point of purchase. Should you not receive assistance there, please contact us to make a complaint.

    Attach all documentation you have in the form of receipts, order confirmation, delivery confirmation and written communication you have had directly with the point of purchase. Please note that due to the circumstances, a return may take longer than normal. 

  • Can I get the money back for tickets, theater or similar events when canceled by the organizer?

    First, contact the organizer to see how they handle compensations. Should you not receive assistance there, please contact us to make a complaint.

    Attach all documentation you have in the form of receipts, order confirmation, delivery confirmation and written communication you have had directly with the point of purchase. Please note that due to the circumstances, a return may take longer than normal.

Insurance information

  • Information for holders of a private card

    Travel Insurance Information

    Since March 13, the Danish Ministry of Foreign Affairs (UM) has advised against all unnecessary travel in the world as a result of the coronavirus (COVID-19) pandemic, and also calls on all Danes to return home.

    Are you abroad?

    Please contact your travel provider (e.g., travel agent or airline) for information on how to get home. Also, remember to keep up to date with local government instructions as the guidelines may change continuously.

    If you cannot get help from your travel provider, contact Tryg Alarm on +45 70226213.

    Have you booked a trip?

    If you have purchased and paid for a trip before March 13 and have a departure date in the near future, contact your travel provider (e.g., travel agency or airline) for re-booking or reimbursement.

    If you have purchased a package tour, i.e., a trip consisting of several services, such as a hotel and airline tickets or a hotel and excursion, your tour operator must repay the full amount when the UM advises you not to travel. It is stated in the Danish Package Travel Act.

    If you have purchased the journey from a broker, for example a website that arranges travel for a travel agency, they are liable to you in the same way.

    If you have had travel expenses that are not covered by others, you can submit a claim for claims via Tryg.dk/cards

    Do you have questions regarding cancellation insurance in connection with Corona, please contact Tryg on phone +45 44204496.

  • When can I use the evacuation cover (applies only to Eurocard Gold and Eurocard Platinum)

    Coverage became active throughout the world at the same moment the government recommended everyone to come home to Denmark, and the Ministry of Foreign Affairs changed the marking of the world from yellow to orange. To use your evacuation cover, you must first contact your travel agent or airline.

    If you cannot get help from your travel agent or airline, contact Tryg by phone on +45 44204496. Despite the extra staffing, they are very busy, and we hope for your understanding and patience if there is a wait on the phones.

    The Ministry of Foreign Affairs recommends that you contact the nearest embassy or consulate if you need assistance.

  • What if I choose to travel even if the Foreign Ministry discourages unnecessary travel?

    If you choose to travel, you lose the right to compensation for events related to Corona, such as medical or hospital expenses, evacuation and involuntary stay.

  • When do I get my money back from the airline / travel agent?

    If you have received confirmation from your airline / travel agent that an amount is being refunded, just wait. It can take between 2-30 days from the confirmation until you receive the amount – depending on the company's redemption agreement.