Frequently asked questions

Do I have a free choice of doctor with a Care Austria international health insurance policy?


In addition to the contractual agreements, which costs are reimbursed and to what extent they are reimbursed depends on whether or not a cost assessment basis is available and which basis is available for a doctor’s statement of account in the destination country.
Within Austria, medical treatment costs are reimbursed to the contractually agreed extent that they were invoiced in accordance with the respective valid official schedule of fees for physicians (GOÄ) and dentists and/or the procedure-oriented financing of hospitals.
Outside Austria, the costs of medical treatment are reimbursed to the contractually agreed extent that they are calculated and appropriate based upon the customary cost assessment bases (e.g. schedule of fees for doctors, fee agreements between the medical profession and the public or private health insurance providers, etc.) of the destination country. If there is no cost assessment basis that is typical for the country in question, reimbursement will be made upon the basis of appropriate fees that are generally customary in the destination country.




How can the payment be made?


Payment of the first or subsequent premium can be made in Care Austria 364 either via SEPA direct debit, bank transfer or PayPal. In Care Austria (unlimited), payment via SEPA direct debit or bank transfer is possible.




What is the contract period and how can the contract/policy be terminated?


The policy is purchased for an indefinite period of time and can be terminated at the end of each policy year with one month’s notice. The minimum duration of coverage is one month.
In Care Austria 364 the policy ends upon expiration of the contract period stipulated in the terms and conditions, but at the latest after 364 days.
Notice of termination must be given in writing.




Are dental cleanings and preventive dental check-ups covered by Care Austria international health insurance?


Yes. A yearly preventive examination as well as an annual tooth cleaning are covered in Care Austria/Care Austria 364.




Are preventive medical check-ups covered under the Care Austria plan?


Yes, with a Care Austria policy preventive medical check-ups for the early detection of diseases are insured up to max. EUR 500 per policy year. The following services in particular are included: Screening for the early detection of cancerous diseases Screening for early detection of cardiovascular diseases, kidney diseases and diabetes preventive medical check-ups to ensure the normal physical and mental development of children




Are vaccinations covered with a Care Austria policy?


No, vaccinations are not covered in the Care Austria plan.




Can I contact Care Concept before treatment begins?


If you are unsure or need advice, please feel free to contact us at any time. During our business hours (Monday to Friday from 9 a.m. to 5 p.m.) you can reach our claims team at the telephone number: +49 228 97735-22. You are also welcome to send us an e-mail: insurance@visassist.at. You can also reach our qualified contact persons outside our business hours at the 24-hour service number, which you will find in your policy documents. We ask you to please use this telephone number, especially in cases of emergency.




In which other countries am I insured?


Care Austria (unlimited) is primarily designed for a stay in Austria. Additional insurance coverage exists, however, for a temporary stay in the member states of the European Union as well as the countries of the Schengen Agreement, if these are also EU countries. Temporary insurance coverage exists for the countries of the Schengen Agreement, as far as they are not simultaneously member states of the EU and in accordance with the regulations for temporary holiday stays in the home country.
With Care Austria 364, limited insurance coverage also exists for up to 30 days in the member states of the European Union and the countries of the Schengen Agreement.




Am I also insured in my home country?


In the first policy year after the coverage starts, coverage is provided for a temporary stay up to 14 days in the home country, provided that the first policy year is less than four months. If the period of the first policy year is more than four months, temporary home country coverage exists for up to 28 days after the coverage has started. This also applies to subsequent years.




To what extent are outpatients and inpatients who are insured under a Care Austria plan reimbursed?


In addition to the contractual agreements, which costs are reimbursed and to what extent they are reimbursed depends on whether or not a cost assessment basis is available and which basis is available for a doctor’s statement of account in the destination country.
Within Austria, medical treatment costs are reimbursed to the contractually agreed extent that they were invoiced in accordance with the respective valid official schedule of fees for physicians (GOÄ) and dentists and/or the procedure-oriented financing of hospitals.
Outside Austria, the costs of medical treatment are reimbursed to the contractually agreed extent that they are calculated and appropriate based upon the customary cost assessment bases (e.g. schedule of fees for doctors, fee agreements between the medical profession and the public or private health insurance providers, etc.) of the destination country. If there is no cost assessment basis that is typical for the country in question, reimbursement will be made upon the basis of appropriate fees that are generally customary in the destination country.




What do I have to do if I need a doctor?


After you have submitted an application, you will receive medical treatment certificates together with the confirmation of coverage. This contains important information for you and the respective doctors about your Care Austria international health insurance coverage. Please print this medical treatment certificate out and take it with you to your doctor. They can then send us the invoice directly; however, as there is no direct contractual relationship between us and the doctor, they may send you the invoices or wish to settle the costs with you immediately after the treatment. At this point, we would like to point out that you are obliged to pay the fee if the costs are not covered by the insurance or only partially covered, irrespective of the fact that the invoice issuer sends the invoice directly to Care Concept AG. Please note your insurance policy number on the documents (this number is also printed on the medical treatment certificates that you receive when you take out the policy). If you have already paid the invoice, please note this clearly on the invoice or in a separate letter. In this case, we would transfer the reimbursement to the policyholder account we have in our records. Please inform us of the correct bank details or if your bank details have changed. You can also send it to us electronically. Please note that in this case we explicitly reserve the right to request the original invoice from you in individual or review cases. Our e-mail address for the submission of claims is: insurance@visassist.at In order to process your claim we always need the name of the disease/illness (diagnosis). As a rule, your doctor has already noted it on the invoice. Please check the invoice as a precaution, however, and ask the doctor to add the diagnosis if necessary. X-ray or laboratory invoices often do not contain any diagnoses. In this case we also need the invoice of the attending physician who arranged the examination. If you do not yet have the invoice from the attending physician, we ask you to please inform us briefly and to send us the invoice as soon as you receive it. We will then check your entitlement to benefits and pay out the reimbursable costs to the specified payee, in accordance with the policy terms and conditions.





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