How to Make a Claim

What to do when you had an insured event, what are the steps of the claim settlement and where you can track its progress
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Please do not cancel your vacations. Change the date only so we can save tourism together.

We understand your concern about summer vacation. However, we ask you not to cancel it completely. Just postpone it with your Tour operator. Or use the vouchers offered by tour operators with MMR approval instead of refund. This will help at least partially stabilize tourism and the survival of some travel providers. Moreover, you will not lose money for cancellation fees or deductibles. Thank you.

Important notice regarding claim reports

Unfortunately, due to government emergency measures and the increasing risk of coronavirus infection, we had to close our client center. We are still available at 221 860 142, 221 860 143 a 221 860 144, e-mail klient@ERVpojistovna.cz or www.ERVpojistovna.cz.

Please make your claims online only throught our website.  

Due to the high number of currently reported claims and the increased demand for thorough investigation, the settlement of the claim will take at least 3 weeks from the delivery of the complete documentation.
At the same time, we have the right to send a patient who is due to be canceled for a review to our doctor.
We will do our best to settle reported claims as soon as possible.

What to do in case of claim?

1. Call for Assistance

Contact assistance in any emergency, for example if you need medical treatment during hospitalization, in an accident, before returning home or in connection with your liability for damage. If the procedure is not pre-approved by the Assistance Service, we may not recognize your claims later.

Call +420 221 860 606 or use the mobile app. Moje Evropská

When to contact the assistance service?

What will the assistance help you with?

What will the assistance ask you?

2. Keep all documents related to the claim

Keep the originals of all documents for a minimum of 6 months in order to investigate more complicated claims or internal control.

3. Report the claim

When you return home, take advantage of the possibility to report claim online, which will enable you to process your claim more quickly. For a smooth run, please complete all the online claims record boxes, attach the scanned original documents, and describe as much as possible circumstances of the claim. You can also download, print and return the claim form by email or post.

To report damage, you will need your insurance policy, scanned documents related to the damage (medical report, receipts, medical bills and purchase of medicines, etc.) and your account number. Documents do not need to be translated.

If you have any questions, please do not hesitate to contact us by e-mail at klient@ERVpojistovna.cz or by calling 221 860 142, 221 860 143 or 221 860 144.

How is the claim settlement process?

1. Confirmation of damage reporting and identification number assignment

After the claim report, we will send you an e-mail confirmation of the claim. If we need to add anything during the investigation, we will contact you.

How can I add information or documents?
You can send us additional information by email to skody@ERVpojistovna.cz or upload it via the My European client zone.

2. Claim investigation

In case we have all the necessary documents, we will settle your claim mostly within 7 working days. Unfortunately, in the period after summer season (July - October) it takes longer to settle the claim. Thank you for your understanding.

3. Payment of insurance indemnity

We will pay you the indemnification within 15 days of the completion of the investigation of the insured event by transfer to the bank account you indicated when reporting the claim. For conversion to the domestic currency, we use the exchange rate announced by the CNB as of the date of the insured event's occurrence.

Where can I monitor the progress of the claim settlement?

You can monitor the current status of the claim investigation online by logging into Moje Evropská client zone.