Good to know – travel insurance

On this page, you will find information about all things related to travel insurance.
It also contains various guidelines on how to act and who to contact in the case of various events.

• What to bear in mind when entering into a travel insurance contract

  When entering into a travel insurance contract, check that the insurance has the correct region of validity, sums insured and deductible, plus an extra note in case of sporting activities.

  • Region of validity – when entering into the contract, it is important to verify that the insurance is valid in the countries where you are going to travel. Insurance companies may have certain restrictions as to the countries in which the insurance cover isn’t valid. Therefore, if you check “World” when choosing your insurance, make sure whether the insurance cover is valid in your destination countries.
  • Sums insured – the sums insured must also be considered when entering into the contract. We recommend as high a possible sum insured for medical care insurance so you’re never in a situation where the sum insured is not sufficient.The sum insured for travel interruption and baggage insurance should cover any possible expenses you’ve made.
  • Sporting activities during a trip – if you are planning to engage in sports during your trip, it is important that you also inform us of all the related details, i.e. which sports you are planning to practice. Insurance companies may consider some
    sports to be risky, for example diving, alpine skiing or surfing. Some insurance companies do not indemnify the damage occurred when the insured person has been engaged in these sports. In some instances, you may have to purchase additional insurance cover.

  Deductible – sometimes, insurance companies have a deductible, i.e. the amount to be covered by the customer. Make sure to examine the deductible amounts in order to verify whether you are able to pay them when damage occurs. PZU only applies a deductible for baggage claims if you have made the choice yourself. A contract can also be entered into without a deductible.

• European Health Insurance Card – why do I need one?

  When travelling in the European Union, bring along a European Health Insurance Card or its replacement certificate. The European Health Insurance Card gives you
  the right to all the medical care you need (the card is above all valid in national health care institutions) when staying in the European Union and the European Economic Area. The required medical care is not free of charge – payment is subject to the patient’s deductibles (visit fee, in-patient fees, etc.) pursuant to the rates of the country of location.

  Where can I receive the required medical care with a European Health Insurance Card?
  Austria, Belgium, Bulgaria, Spain, the Netherlands, Croatia, Ireland, Iceland, Italy, Greece, Cyprus, Lithuania, Liechtenstein, Luxembourg, Latvia, Malta, Norway, Poland, Portugal, France, Sweden, Romania, Germany, Slovakia, Slovenia, Finland, United Kingdom, Switzerland, Denmark, Czech Republic, Hungary.

  How can I apply for a European Health Insurance Card?

  • via the state portal www.eesti.ee.
  • bring the application personally to the customer service of the Estonian Health Insurance Fund or send it via post to the address Lastekodu 48, Tallinn 10144.
  • digitally sign the application and send it to the Estonian Health Insurance Fund at info[at]haigekassa.ee.
  • The European Health Insurance Card and its replacement certificate can only be applied for persons with a valid health insurance.

  More information:
  https://www.haigekassa.ee/european-health-insurance-card.

• Changes in contact details

  If your phone number, address or email address has changed, you can change it easily in our self-service.

• I would like to report a loss event

  In the case of a loss event, fill in your claim here.

• I need medical assistance when travelling

  • Pay the initial medical expenses if possible, and keep the medical bills and receipts so that you can later request indemnity.
  • If you cannot pay the medical expenses, please send us the contact details of the medical institution and we’ll ask the medical institution to contact us directly, so we can issue the necessary letter of guarantee.
  • Ask the local medical institution to give you your medical records and/or treatment plan for further treatment and keep all the documents concerning the event (analysis and test results, prescriptions, etc.).
  • Long hospitalisation in a foreign country and/or repatriation of the insured person must be approved by PZU before the service is ordered.

• I cannot travel

  • If the trip is cancelled or interrupted due to health reasons/death, please inform the tour operator/travel agency/transport company of the need to cancel the trip or change the tickets as soon as possible.
  • Please register any health damage immediately at a medical institution and request a medical certificate/extract from the medical records indicating the cause/diagnosis of the illness and the exact time of the illness. In the event of death, please submit a copy of the death certificate.
  • If the trip is delayed by fault of the transport company, please ask the transport company to provide a written certificate indicating the time of the delay and, if possible, the reason for the delay of the means of transport.
  • If you are late for your trip as a result of your involvement in a traffic accident, please record the occurrence of the accident at the scene of the event and take photos that prove the event.
  • Please collect and keep all documents proving the occurrence and extent of damage (travel bookings, tickets, invoices, payment receipts, etc.).

• I would like to travel during the coronavirus pandemic

  • If you have purchased a trip and become infected with the coronavirus for the first time, and you have valid PZU travel insurance, the insurance cover is also valid if the test taken before the trip (taking a test 72 h before departure is mandatory) proves to be positive. The insurance cover is valid as it is a first-time illness.
  • If you have contracted the coronavirus and fallen ill before, and you would like to go on a trip, please take a repeat test before you book your trip and buy insurance. If the repeat test is negative, you can purchase a trip and travel insurance, and if the test taken 72 h before the trip is positive again, PZU will indemnify the damage caused as the test was negative at the time the trip and the travel insurance were purchased.
  • If you’ve been ill with the coronavirus but haven’t done a repeat test by the time you purchase the trip/travel insurance, and you have purchased a trip and travel insurance and the test taken 72 h before the trip is positive, the damage will not be subject to indemnification. Having the coronavirus or recovering from it is not assessed on the basis of how you feel, but only on the basis of test results. Make sure that your test is negative at the moment you buy the trip and the travel insurance.

• Lost or damaged baggage

  • If your baggage is delayed, damaged or lost, please register the event with the representative of the transport company and ask them to give you a written certificate confirming what happened. If the damage is detected later, you can contact the responsible transport company within seven (7) days of the end of the trip.
  • In the event of luggage delay, please keep the bills and receipts for consumer goods.
  • In the case of damaged baggage, please take a photo of the damage caused to the baggage. If the damage can be repaired, please take the damaged baggage to a suitable repair company for repairs and keep the certificate of the performed repairs and the repair bills.
  • In the case of theft or robbery of baggage, please register the event with the local police or law enforcement agency as soon as possible and request a copy of the report.
  • Please collect and keep all documents proving the occurrence and extent of damage.

• Where should I go if my suitcase, travel bag or clothes were damaged, but I want to have them repaired

  Alinde Mood OÜ, Tulika 31/Endla 45a, 10615 Tallinn
  Open: Mon-Fri 10-18
  Tel.: +372 58157395
  Email: alinde73@gmail.com
  www.alindemood.ee

  Helain Teenus OÜ, Luha 38, 10131 Tallinn
  Open: Mon-Fri 10-18
  Tel.: 648 2223
  www.helain.ee
  Email: helain@hot.ee

  Please note! If repairs are not possible, please keep the damaged item(s) until you receive further instructions from the PZU loss adjuster.

• I caused damage to a third party

  Please note! A liability insurance event has occurred if the injured party has filed a claim for compensation of damage to you.

  • Identify the extent and nature of the damage caused to the injured party if possible (collect the testimony of witnesses and record their contact details; take photos of the damage caused).
  • Check that the damage caused is recorded (depending on the nature of the event, either by the police, a medical institution or other institution).
  • Be sure to request and keep the contact details of injured party or their representative.
  • Collect and keep all the documents that prove the circumstances of the event and the extent and nature of the damage caused.

• Which documents and data do I need to submit to insurance

  A medical event:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Medical records with diagnosis and further treatment plan.
  • Invoices for medical services and receipts of the medicinal products purchased on the basis of prescriptions.
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.

  Damaged baggage:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Baggage damage report from the responsible airline or airport baggage service.
  • Photos of the damaged baggage (general photos and detailed photos describing the damage).
  • The purchase documents of the damaged items, if possible. If there aren’t any, information on the time of purchase and the purchase price.
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.

  Baggage delay:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Baggage delay report from the responsible airline or airport baggage service.
  • Expense receipts (bills and receipts for consumer goods).
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.

  Baggage theft:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Details of the stolen items: make/brand; place, time and price of purchase. Also the purchase documents, if possible.
  • Copy of the police report.
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.

  Being late for a trip:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • In the case of a traffic accident, the documents of the traffic accident and/or photos of the scene of the accident.
  • The written certificate of the transport company indicating the time and reasons of lateness.
  • Documents providing additional expenses (accommodation and transport).
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.

  Trip cancellation:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Documents proving the reasons of trip cancellation (doctor’s certificate with the diagnosis, death certificate, etc.).
  • Written confirmation of the tour operator/service provider – is the money paid subject to a refund.
  • Expense receipts (invoices, payment orders).
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.

  Trip interruption:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Written confirmation of the tour operator/service provider – can the tickets be changed or exchanged.
  • Documents proving the reasons of trip interruption (doctor’s certificat, death certificate, etc.).
  • Documents providing additional expenses (accommodation, transport).
  • Current account details for payment of the indemnity.

  Liability insurance:

  • Travel bookings proving the planned route of the trip.
  • Explanation on the circumstances of the loss event.
  • Third party’s written claim for damages and documents serving as the basis for the claim.
  • Other documents proving the damage caused and its extent.
  • Current account details for payment of the indemnity.