Call the Insurer or Pay First After an Insured Event

“After an insured event” means, in section 4 of the public offer, after an insured event or after something that may be recognized as one.

If your health gets worse in Ukraine, the offer says to contact the insurer by telephone immediately and give your name, the contract number, and the reason, including symptoms. If you paid the clinic yourself, you may apply for reimbursement, and the complete section 5 set is due 30 calendar days from the date you sought care. The insurer decides.

What an insured event means in this contract

Your contract consists of the public offer and your Acceptance. The offer is on this site as the public offer, and the wording quoted here is from the file as read on 2026-09-30. Section 4 of it is headed actions upon the occurrence of an insured event, or of an event that may be recognized as an insured event.

That wording extends section 4 to an event that may be recognized as an insured event, as well as to one that is. The steps below are about what you do, and the insurer takes the decision on payment or refusal.

The start date and the end date of cover are printed on your policy, so choose dates that cover the whole stay.

Who you contact, and in which order

For an emergency, use 112: the Interior Ministry’s page on the 112 service, read on 2026-09-30, describes it as one number that reaches the emergency services, and says one call can bring several of them or all of them at once. The page says the service now covers all regions of Ukraine.

The same page says foreigners in Ukraine can dial the 911 they are used to, and the call is redirected to 112. It also names a mobile app, 112 Ukraine, for calls when there is no mobile connection, and refers to the operators of 101, 102, 103 and 104. In February 2025 the Interior Minister reported that 65 of more than 260 operators speak foreign languages.

For the policy, clause 4.1 of the offer says that when health deteriorates the insured person shall immediately contact the insurer by telephone to obtain medical assistance. The telephone number is given in clause 4.1 of the offer. This page does not repeat it, so read it there before you travel.

What you tell the insurer on the first call

Keep the first call short. The offer lists three items.

• Your surname, first name and patronymic, if applicable.
• The contract number, which corresponds to the Acceptance number in the contract emailed to you.
• The reason for the request, including the symptoms, complaints or health issues.

Then follow the attending physician’s instructions from the consultation. The offer also asks you to give the insurer the opportunity to investigate the circumstances, with complete and accurate information, including information covered by medical confidentiality where it is required to settle the claim.

When you pay a clinic and ask for the money back

If an assistance company arranged the medical services, the insurer pays that company. If you paid the clinic yourself, clause 4.2 says you may apply to the insurer for reimbursement of the expenses incurred.

Route	Who is paid	What the offer says you do
Care arranged by an assistance company	The assistance company	Contact the insurer by telephone with your name, the contract number and the reason
You paid the clinic yourself	The insured person who paid with the insurer’s prior approval, or a person who paid for the insured person if the insurer recognizes an insured event	Submit the complete section 5 set within 30 calendar days from the date of seeking medical assistance

Documents may be handed in person, posted, or sent electronically for preliminary review. The postal and email addresses are in clause 4.2.1 of the offer and are not repeated here. Sending documents electronically does not remove the duty to provide originals or duly certified copies if the insurer asks.

Section 5 lists the papers for care you paid yourself: the insurer’s application form, the contract where the insurer requests it, an identity document, an extract from the medical records or a medical report, an invoice or statement of services, a fiscal receipt, and a prescription where prescription medicines are claimed.

Note: the time limits here are the offer’s own, as read on 2026-09-30. They describe the process. They are not a promise that a particular bill will be paid.

After the last document the contract requires arrives, the insurer decides on payment within 15 business days, and a payment decision is formalized by an Insurance Adjustment Report. A decision to refuse is also taken within 15 business days after the last required document. A written notice of refusal, with reasons, goes to the insured person and the policyholder within 5 business days of that decision. Insurance indemnity payments are made exclusively in Ukrainian hryvnia.

How one traveler’s two routes look in Kharkiv

Example only: take a visitor from France spending seven days in Kharkiv in spring who feels unwell on the third morning. The illustration uses only the offer’s own steps and time limits. It invents no bill and no payout.

Case one: the traveler phones the insurer and gives the three items from clause 4.1. An assistance company arranges the medical services, and the insurer pays that company. The traveler follows the doctor’s instructions.

Case two: the clinic asks for payment at the desk, and the traveler pays. The offer lets the insured person apply for reimbursement. If care was sought on a Monday, the 30 calendar days run from that Monday. The 15-business-day decision period starts only after the last required document arrives. Where prescription medicines are involved, a missing prescription can leave the set incomplete, and the insurer may postpone the decision until a proper set arrives.

In both cases the insurer decides. Keep copies of what you send, and do not treat a polite reply as approval.

The policy comes in two plans that differ in their sum insured, and before you travel you can compare the two limits on this site. Check, too, that the dates printed on the policy cover the whole stay.