Questions & Answers

Do you want to have detailed information before purchasing our EUROPE-CARE insurance policy? In this section, we collected a number of frequently asked questions about the insurance cover of EUROPE-CARE. If you have any other questions, feel free to contact us.

  • General questions

    Here you will find general questions about EUROPE-CARE.

    • Who can purchase EUROPE-CARE?

      Chinese citizens who temporarily stay in Germany, another EU country or in Liechtenstein, Switzerland, Norway, Iceland, Andorra, Monaco, San Marino or Vatikan City for private or business purposes can be insured via EUROPE-CARE.

      Further prerequisites:

      • Your stay abroad will last no longer than 90 days.
      • You start your trip from China.
      • The insurance policy is purchased prior to arrival in the area of application.
    • Can I insure accompanying family members, too?

      Accompanying family members can be insured as well. There is no age-limit for this policy. Within this tariff we only distinguish between two contribution levels: persons up to 64 years and persons aged 65 or older. Family members who belong to the same age group can be insured with the same insurance policy. If you would like to insure family members who belong to different age groups, please conclude separate insurance contracts for members of both age groups.

    • I do not know the exact date of arrival, yet, can I still purchase insurance?

      If you do not know your exact date of arrival, yet, you can purchase insurance by entering an expected date of arrival. In this case, you will receive an insurance certificate with the expected date of arrival.

      Please purchase a new insurance online if the entry date is postponed. You will receive your new confirmation immediately. For our information please note the word “Cancellation” and your old insurance number in the box for special notes. We will transfer the premium – if already paid – for the cancelled insurance back to your account.

      After the original start of insurance coverage, we can only accept changes to the insurance period if you can immediately substantiate the new data by providing us with the respective entry documents (e. g. a copy of your passport or a plane ticket).

    • Can I cancel the insurance policy?

      Insurance coverage ends automatically on the agreed date. A premature termination of the contract is not possible.

      If your or your visitor’s visa has been refused, a reimbursement of the insurance premium is possible. Please send us your application for reimbursement within 30 days after the denial of the visa. For the reimbursement of the premium, please provide us with the rejection letter from the embassy or consulate together with a full copy of your or your visitor’s passport.

  • Questions regarding application

    Here are some frequently asked questions regarding the application.

    • How can I purchase the insurance?

      You can purchase EUROPE-CARE directly online. You only need to do two things: fill in the application form and check whether all entered information is correct. Then simply confirm your application - that’s it!

      You can also download the application form (PDF), print it and send us the filled in form. You will then promptly receive your insurance certificate.

      Alternatively, you can purchase the insurance at selected Chinese travel agencies. Here you can find the contact details of our partners.

    • What are the requirements for concluding EUROPE-CARE?

      You can be insured through EUROPE-CARE if you meet the following requirements:

      • You have the Chinese citizenship.
      • You temporarily stay in the area of application.
      • You start your trip from China.
      • Your stay abroad will last no longer than 90 days.
      • The insurance policy is purchased prior to arrival in the area of application for the complete duration of the trip.

      The insurance coverage applies to all EU countries as well as to Liechtenstein, Switzerland, Norway, Iceland, Andorra, Monaco, San Marino and Vatikan City.

    • Which documents will I receive?

      Following your application, you will immediately receive an email with your insurance certificate along with customer information and the "Ärzte-Info-Ticket" (medical info card).

    • Is my data secure?

      When you purchase our policy online, all information is sent through a secure connection. We use your data only for fulfillment of the insurance contract. For more information, go to our section on data protection .

  • Questions regarding existing contracts and policy adjustments

    Here are some of the most frequently asked questions about existing contracts.

    • Can I extend my insurance policy in case of an extended stay?

      This insurance cannot be extended beyond the originally planned period.

    • If I return early, can I cancel the insurance policy?

      Insurance coverage ends automatically on the agreed date. A premature termination of the contract is not possible.

    • I plan to go on vacation during my stay abroad: is such a vacation covered as well?

      The insurance coverage applies to all EU countries as well as to Liechtenstein, Switzerland, Norway, Iceland, Andorra, Monaco, San Marino and Vatikan City.

    • How can I quickly and easily notify you of any changes?

      You can access our online service 24/7. You can use our online forms, for example, to apply for an extension of insurance cover, submit your date of entry later, change your bank and address data or notify us of damages covered by accident and liability insurance.

      Please change to our Secure Server
      to send your changes online (German).

  • Questions regarding payment

    Here are some of the most frequently asked questions regarding payment.

    • Which payment methods are offered for EUROPE-CARE?

      With EUROPE-CARE you can choose from the following payment options:

      a) credit card: Maestro, Mastercard, Visa, JCB, Diners, Discover or American Express;

      b) SEPA Direct Debit;

      c) online payment system: eps, Klarna/SOFORT Überweisung, iDEAL or PayPal.

    • What happens in case of unpaid direct debits?

      Please avoid any chargebacks. Every chargeback causes an enormous administrative amount along with bank charges. For any unpaid direct debit, we will have to charge the resulting fees imposed on us, if you are the one responsible for the unpaid direct debit (for example as a result of revocation, incorrect information or insufficient account balance).

    • Is there a refund of overpaid premiums?

      If your or your visitor’s visa has been refused, a reimbursement of the insurance premium is possible. Please send us your application for reimbursement within 30 days after the denial of the visa. For the reimbursement of the premium, please provide us with the rejection letter from the embassy or consulate together with a full copy of your or your visitor’s passport.

  • Questions about damages and reimbursements

    Here you will find questions and answers regarding claims.

    • I need medical treatment – what should I do?

      As foreign guest you are covered by private international health insurance. Such health insurance covers only acute medical treatment of newly occurred illnesses. If it is not an emergency, please consider the following recommendations:

      1. Please consult a primary care physician (general practitioner) before seeing a specialist or going to hospital.
      2. Please provide the physician with our Ärzte-Info-Ticket (medical info card) prior to the treatment.
      3. Please tell your doctor that some treatments require approval and that you need a medical costs projection for these treatments.

      For further information, go to: What to do in the event of illness?

    • How are your invoices refunded?

      If you submit your "Ärzte-Info-Ticket" (medical info card) to the physician or to the hospital prior to the treatment, we can settle the bill directly with the doctor or hospital. If your doctor does not want to settle the bill directly with Dr. Walter, you will receive an invoice after the treatment. For details, go to: How are your invoices refunded?

    • How can I submit my invoices?

      Please always send us your original receipts by mail with your insurance number and (if the recipient’s account is different from the bank account stipulated in the contract) your bank data. We are not allowed to accept copies sent by fax or email.

    • Did you receive my invoice?

      We need about 2 weeks to process your request. You will be notified in writing when your request has been fully processed.

    • Will the costs for any medication be paid?

      Any medication needs to be medically necessary or prescribed by a doctor. You will receive your medication by taking the prescription to a pharmacy. The original prescription can then be submitted to us for a refund of the costs. The policy does not cover medication that can be bought at a pharmacy for free and without a doctor’s prescription. Please note that we can only process a prescription after receiving the related (doctor’s) invoice along with the diagnosis.

    • What to do in case of treatment at a hospital?

      During the admission, please present your insurance card and the Ärzte-Info-Ticket (medical info card) which you received with your insurance certificate. Hospitals usually contact us after the admission and the billing will be settled directly with the hospital.
      The policy covers emergency treatment and urgent operations within compulsory health insurance without optional services. If such inpatient treatment is not an emergency treatment, we recommend arranging the details of the planned therapy beforehand with our claims department. This way, we can help you to minimize any financial risk.

    • What to do in the event of toothache?

      Please inform your dentist about the details of your insurance coverage by providing him with our Ärzte-Info-Ticket (medical info card) prior to the treatment. In case of toothache, you usually receive immediate dental treatment. Such treatment aims to reduce pain and to treat the respective tooth. As with any other travel health insurance, the policy covers simple fillings (emergency dental treatment) for the relief of new and acute pain. For details, go to: What to do in the event of toothache?

Do you require advice?
If you have any questions, please feel free to contact us:

Phone: +49 (0) 2247 9194 -88

Customer Service
Mon-Fri: 8 am to 8 pm
Sat: 9 am to 12 pm

Specialist Department
Mon-Fri: 8 am to 6 pm