When you need care or have a claim, time matters – this article is the map to the fastest route. The rule is simple and, at first, surprising: in most cases, we are not the ones to call.
Case 1: you need care (the most common)
Need a specialist, lab or diagnostics? Call the care coordinator’s dedicated line – they book the appointment and verify cover. This is the fastest route, more direct than any intermediary. The numbers per insurer are on our Resources page and in the employee briefing pack.
Case 2: submitting a reimbursement invoice
For reimbursement-based elements, submit the paid invoice to the insurer – nowadays typically online or by e-mail. Watch that the invoice is in the insured’s name, the date and type of care are clear, and the reporting deadline is met. Your one-page summary states the exact channel.
Case 3: accident, hospital or lump-sum claims
For claims with monetary payouts (fracture benefits, hospital per-diems), fill in the insurer’s claim form with medical documentation. Here it is worth copying us in – not because it is mandatory, but because that way we can help if something is missing.
Case 4: the case is stuck, or the claim is disputed
This is our territory. If a legitimate request is rejected, pointless document rounds multiply, or nothing happens: as your broker we help you with the correspondence with the insurer, where we can. In our experience most stuck cases are misunderstandings or missing documents, not bad faith – and those we clear quickly. For a formal complaint, it is first the insurer's own complaint procedure; if that does not lead to a result, the insured private individual (as a consumer) can turn to the Financial Arbitration Board, and where a legal violation is suspected can initiate the Hungarian National Bank's consumer-protection procedure – enforcing the contractual claim itself is ultimately a matter for the courts. As a corporate policyholder, a disputed claim falls to the courts.
Golden rule for the team: routine matters → coordinator/insurer directly; stuck or disputed matters → tell us. That way everyone stays in the fastest lane.
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