Service Guide
Bolster B.V. 1 May 2026
1. Definitions
In this Service Guide, the following terms shall have the meanings set out below.
Bolster: Bolster B.V., acting as insurance intermediary and programme administrator, registered in the Netherlands and operating under the licence and regulatory framework of Howden Nederland B.V., a licensed insurance intermediary under Dutch financial supervision laws.
Client: The natural person or legal entity that has engaged Bolster for the provision of services.
Services: All intermediary, administrative and related services performed by Bolster, including but not limited to the arrangement, administration and management of insurance policies, and where applicable the provision of information or assistance.
Insurer: The insurance company underwriting the risk and providing the insurance coverage. Bolster is not the insurer.
Policy: The insurance contract concluded between the Client and the Insurer.
2. About Bolster
2.1 Bolster B.V. is an insurance intermediary registered with the Dutch Chamber of Commerce under number 84653574, with its registered office at Stationsweg 6, 5211 TW ’s-Hertogenbosch, the Netherlands.
2.2 Bolster performs its activities as insurance intermediary and programme administrator under the licence and regulatory framework of Howden Nederland B.V., a licensed insurance intermediary in the Netherlands. For regulatory purposes, Howden Nederland B.V. acts as the licensed insurance intermediary, while Bolster operates as programme administrator and distribution partner within this framework.
2.3 Bolster acts as an intermediary and programme administrator and does not act as an insurer. Bolster does not bear any insurance risk.
2.4 Insurance coverage is provided by third-party insurers.
2.5 Bolster does not guarantee acceptance of risk by any insurer and is not responsible for underwriting decisions made by insurers.
2.6 Bolster maintains professional indemnity insurance in accordance with applicable legal and regulatory requirements.
3. Our Services
3.1 Bolster provides Services relating to the facilitation, administration and management of insurance solutions.
3.2 These Services may include:
> providing access to insurance solutions via Bolster’s digital platform;
> facilitating the issuance of Policies and Certificates of Insurance;
> administrative handling and management of insurance placements;
> facilitating and administering claims processes, including related communication and, where applicable,
> claims handling activities within agreed authority limits; and
> providing general, non‑personalised information relating to the insurance solutions and coverage options available through the platform (for example, descriptive product information and standard coverage summaries, without assessing the Client’s individual situation or making a personal recommendation).
3.3 Insurance placements are facilitated through Howden Nederland B.V., acting as insurance broker, while insurance coverage ultimately provided by the selected insurer(s).
3.4 The exact scope and nature of the Services provided by Bolster may vary depending on the type of Client, insurance solution and method of engagement.
3.5 Bolster’s Services may be provided to both private individuals and corporate clients.
3.6 All Services described in this Service Guide are provided subject to Bolster’s General Terms and Conditions, as referred to in section 12 below.
4. Nature of the Service
4.1 Bolster provides its Services on a non-advised, execution-only basis unless explicitly agreed otherwise in writing.
4.2 This means that:
- the Client selects the desired insurance option or coverage package;
- Bolster may provide general information and explanations regarding available insurance options and differences in coverage;
- Bolster does not assess the personal circumstances, financial situation, insurance needs or objectives of the Client;
- Bolster does not perform any suitability or appropriateness assessment of the insurance product, coverage level or Insured Value for the Client; and
- the Client remains responsible for determining whether a selected insurance option, coverage package or Insured Value is appropriate for its needs.
4.3 Any references within Bolster’s digital platform to default, “most selected” or “standard” options are based on generic shipment profiles and standard use cases only. Such references are not based on an assessment of the Client’s individual situation and do not constitute a recommendation or personal advice. The Client should not interpret any option as “recommended for you”.
4.4 The Client can contact Bolster for further clarification on how the platform works and for non‑personalised explanations of the product information made available on the platform. Bolster will not, however, provide a personal recommendation or assess whether a particular option is suitable for the Client, unless explicitly agreed in writing as advisory Services under section 4.5.
4.5 Where Bolster explicitly confirms in writing that advisory Services are provided in relation to a specific insurance product or placement, such Services are limited to the scope described in the relevant agreement or service documentation.
4.6 By proceeding on an execution‑only basis, the Client acknowledges and accepts that no personal recommendation or suitability assessment is performed and that the Client must assess, based on its own judgement (and external advice where deemed appropriate), whether the chosen insurance solution is suitable for its needs.
5. How We Work
5.1 Insurance arrangements through Bolster are processed through Bolster’s digital platform.
5.2 For household goods, relocation and logistics shipments, the Client’s mover, relocation company, logistics provider or coordinating party first registers the shipment in the Bolster platform using the shipment information provided by or on behalf of the Client.
5.3 After registration of the shipment, the Client receives an invitation to access the Bolster platform and create a login.
5.4 Through the Bolster platform, the Client can:
- review shipment information;
- select a coverage option or insurance package;
- declare values where applicable;
- review the applicable costs; and
- complete the insurance arrangement.
5.5 Once payment has been completed and coverage has been accepted, a Certificate of Insurance is generated or issued electronically on behalf of the Insurer or broker and made available to the Client in a durable medium (for example as a downloadable PDF via the platform and/or by email), together with the applicable Policy terms and conditions.
5.6 Bolster relies on the information provided by the Client and/or the parties acting on behalf of the Client. It is therefore important that all information provided is accurate, complete and up to date.
5.7 The Client remains responsible for reviewing and confirming all information submitted through the Bolster platform, including shipment details, declared values and selected coverage options.
5.8 Incorrect or incomplete information may affect the insurance coverage or the outcome of a claim.
6. Remuneration
6.1 Before concluding an insurance arrangement, the Client is shown the total amount payable for the selected insurance option and related Services.
6.2 Where insurance is arranged through Bolster’s digital platform, the price displayed to the Client for the selected insurance option constitutes the full and final amount payable for the insurance and related Services.
6.3 The amount payable displayed on the platform for the selected insurance option is an all‑inclusive price. It comprises the insurance premium payable to the Insurer and the remuneration for the digital platform and administrative Services provided by Bolster and, where applicable, Howden Nederland B.V.
6.4 Bolster and/or Howden Nederland B.V. may receive remuneration from the Insurer in the form of commissions or fees that are included in the premium and are not charged separately to the Client. Bolster does not charge any additional brokerage or advisory fees to retail Clients for these execution‑only Services, unless explicitly agreed otherwise in writing.
6.5 Before concluding the insurance arrangement, the Client is informed of the total amount payable. Upon request, Bolster can provide more detailed information on the nature of the remuneration received in connection with the insurance.
7. Conflicts of Interest
7.1 Bolster aims to act in the best interests of its Clients when providing its Services.
7.2 Given the nature of its activities, situations may arise where a conflict of interest could occur, for example in relation to relationships with insurers, brokers or service providers.
7.3 Bolster seeks to identify and manage such situations appropriately and will take reasonable measures to ensure that the interests of Clients are not adversely affected.
7.4 More information on Bolster’s conflict of interest policy is available on request.
8. Your Responsibilities
8.1 To enable Bolster to provide its Services, the Client is responsible for:
> providing complete and accurate information;
> selecting an insurance option or coverage package that appropriately reflects its needs;
> declaring appropriate values where relevant for insurance purposes; and
> informing Bolster of any changes that may affect the insurance or the Services.
8.2 Bolster relies on the information provided by the Client and does not independently verify such information.
8.3 Incorrect or incomplete information, incorrect valuation, or the selection of an unsuitable insurance option or coverage package, may affect the insurance coverage or the outcome of a claim.
9. Claims Handling
9.1 In the event of a claim, Bolster supports the Client in the administrative handling of the claim.
9.2 Bolster does not act as insurer. Insurance coverage is provided by third-party insurers and claims are assessed and settled in accordance with the applicable Policy terms and conditions.
9.3 Bolster may facilitate communication between the Client, insurers, brokers, surveyors or claims handlers.
9.4 Where authorised, Bolster may handle certain claims activities within agreed authority limits.
10. Complaints Procedure
If you have a complaint about our Services, you can contact us via:
📧 complaints@bolsterinsurance.com
🌐 via the contact form on our website
Or by sending a letter to:
Bolster B.V. c/o Complaints Department
Stationsweg 6, 5211 TW ’s‑Hertogenbosch, The Netherlands.
Bolster handles complaints in accordance with its internal complaints procedure. A copy of this procedure is available on request or via our website.
If you are not satisfied with the handling of your complaint, you may, where applicable, submit your complaint to Klachteninstituut Financiële Dienstverlening (Kifid) www.kifid.nl. Access to Kifid may be subject to eligibility requirements and procedures of Kifid.
11. Data Protection
11.1 Bolster processes personal data solely for the purpose of providing and administering its Services, including the arrangement and management of insurance coverage and the handling of claims.
11.2 Personal data may be shared with insurers, brokers and other parties involved in the provision of the Services, but only to the extent necessary for the performance of such Services.
11.3 Bolster processes personal data in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR).
11.4 More information is available in Bolster’s privacy policy as published on its website.
12. General Terms and Conditions
12.1 Bolster’s Services are subject to its General Terms and Conditions.
12.2 The applicable General Terms and Conditions are available on Bolster’s website and can be provided upon request.
14. Questions and Contact
If you have any questions regarding this Service Guide or Bolster’s Services, please contact us using the details below:
Bolster B.V.
Stationsweg 6
5211 TW ’s-Hertogenbosch
The Netherlands
📞 +31 (0) 85 - 800 1065
📧 info@bolsterinsurance.com
🌐 www.bolsterinsurance.com