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Travel insurance

Insured case. What to do ?


Two international assistance companies protect interests of the insured person and on behalf of INGO:

Savitar Group and Balt Assistance (hereinafter – service provider)

Information about the assistance company servicing you during your trip is specified in the insurance policy.

In case of the event resembling an occurrence, the insured (or the accompanying person) should contact the service provider at any time of day or night by calling:



Savitar Group


Country Telephone
Austria + 43 1 229 71 77
Bulgaria + 359 2 491 73 41
Germany + 49 302 178 25 34
Greece + 30 231 132 00 52
Egypt + 20 10 937 756 77
+ 20 10 937 759 77
+ 20 10 937 773 11
+ 20 65 34 633 09
Israel + 972 3 912 56 55
Spain + 34 91 18 77 699
Italy + 39 02 873 69 769
Cyprus + 357 24 03 00 50
China + 86 10 878 333 86
Poland + 48 22 490 6 999
Russia + 7 495 987 17 75
USA + 1 201 68 00 555
Thailand + 66 83 121 41 54
+ 66 20 26 12 60
Turkey + 90 212 705 53 25
+ 90 212 932 70 30
Czech Republic + 420 22 625 97 76
Belarus + 375 25 712 46 39
Call center telephone in Kiev: + 380 44 599 54 04
Skype: savitar044
Viber/ WhatsApp/ Telegram: SMS +38 067 443 74 30
24/7 e-mail: ukr@savitar-gr.com

Balt Assistance


Country Telephone
Bulgaria +359 554 811 92
+359 554 811 88
+359 554 811 80
Greece +30 231 220 50 25
Poland +48 22 188 12 99
Russian Federation +7 495 134 00 35
Turkey +90 850 480 22 58
Telephone: +380 44 500 1400
SMS service: +380 93 702 8555
Viber: + 38 (098) 071 45 72 (only for messages)
Skype: baltassistans
e-mail: claim@calltravel.eu
When applying, please indicate the following information:
  • name, surname;
  • date of birth of the insured person;
  • name of the insurance company, policy number, policy period;
  • description of the accident, complaints, nature of necessary medical and other aid;
  • contact phone numbers – mobile and landline;
  • exact location – hotel name, address, room number.

From now on the insured person should strictly follow recommendations of the service provider.

If you cannot contact the Contact Center or the situation requires taking an immediate decision relating to the need of medical aid, you may pay for treatment at your own cost. Meanwhile, you should necessarily take and keep all the documents proving the occurrence and amount of the costs incurred. JSIC “INGO Ukraine” will indemnify you for all documented costs after your return from the trip.   

The claim form and documents specified above should be submitted to JSIC “INGO Ukraine” not later than within 15 (fifteen) days from the date of return of the Insured / Insured Person to the place of permanent residence from the trip, during which the accident occurred.

 

 

Necessary documents for indemnification (general):
  • copy of passport of the citizen of Ukraine;

  • copy of TIN certificate

  • copy of foreign passport with the passport stamps of border guard services;

  • claim for indemnification for the costs incurred indicating the date and number of your call to the Contact Center, if any.

  • copy of the insurance contract / policy / card of the Insured Person;

Application for reimbursement
Documents provided in case of accident occurrence in respect of medical expenses
It is required to submit the following documents to the insurance company:
  • original bills on the blank forms of healthcare facilities indicating the patient’s name, date of visit, diagnosis and list of medical services;
  • cheques proving the bill payment;
  • prescriptions for medications prescribed by the doctor with sales and cash register receipts;
  • paid bills for calls made to the service center indicating the call date;
  • documents confirming the expenses for repatriation of the deceased.
Documents provided in case of death, temporary incapacitation or disability
It is required to submit the following documents to the insurance company:
        • certificate from the healthcare facility (emergency room) on the initial visit to a doctor for seeking medical assistance;
        • medical history (if the treatment is given in hospital settings);
        • outpatient medical record (if the medical assistance was provided on an outpatient basis);
        • extract from the certificate of the Disability Determination Service (for minor Insured Persons – original or copy of the opinion of the medical consultation commission) on establishing a disability);
        • original certificate confirming the absence (presence) of alcohol, drugs and toxic substances in blood of the Insured Person upon accident occurrence.

additionally, in case of death of the Insured Person, the Beneficiary (heir) furnishes:

        • notarized copy of the death certificate of the Insured Person;
        • copy of the certificate of inheritance, which includes the insurance indemnity provided that the Insured did not assign the Beneficiary upon agreement with the Insured Person.
Documents provided in case of the damage caused to property, life and health of third parties
It is required to submit the following documents to the insurance company:
    • copy or original property claim from third parties sustaining losses arising from act or omission of the Insured Person;
    • copy or original court decision and case materials in respect of the third-party claim.
additionally, if any damage is caused to health of third parties:
      • documents of healthcare facilities confirming the damage caused to life and health of third parties;
      • extract from the medical history of third parties whose illness resulted from the occurrence;
      • documents confirming the extent of damage caused to third party, namely the death certificate, certificate of the Disability Determination Service, work incapacity certificate;
      • original certificate confirming the absence (presence) of alcohol, drugs and toxic substances in blood of the Insured Person upon accident occurrence.
additionally, in case of execution of a judgment on the administrative deportation of the Insured Person from Ukraine:
      • original or notarized copy of the judgment on the deportation from Ukraine;
      • original and notarized copies of travel documents (tickets) or original and notarized copies of paid bills for travel documents.
Documents provided in case of total loss and partial damage, theft or loss of the luggage:
It is required to submit the following documents to the insurance company:
  • documents proving the occurrence (survey reports, damage certificates, Insured’s application to internal affairs agencies or similar bodies with a stamp indicating the acceptance of application, certificate of indictment (in case of theft, wrongful actions of third parties, certificate from the General Administration for Traffic Safety / police with a stamp indicating that the baggage damage resulted from traffic accident);
  • baggage repair or replacement bills;
  • cheques, receipts, other technical documentation relating to the cost of damaged and lost belongings, including the conclusions of the Chamber of Commerce and Industry on the analogue cost and documents from the supplier company. In case of absence of the latter, the Insurer has the right to deny your indemnity claim.
Documents provided in case of forced cancellation of the trip
It is required to submit the following documents to the insurance company:
    • original travel services contract as well as the documents proving payment for the trip (cash receipt voucher and / or cash voucher etc.);
    • documents confirming the refund of partial amount of funds by the travel agency to the Insured Person based on the travel services contract (refund calculation and cash payment voucher);
    • documents confirming the losses of the Insured Person resulting from imposed fine sanctions set forth for trip cancellation in the travel services contract;
    • documents of the transport company, consulate, hotel and other organizations, the services of which the Insured Person used or could use for arranging an overseas trip, proving the presence of actual damages sustained by the travel operator, which he cannot indemnify to the Insured Person subject to the current contracts with subcontractors providing travel and related services, according to the travel services contract;
documents and information required for determining the nature of occurrence, namely:
    • вin case of impossibility to make a trip due to the illness, injury or death of the Insured Person or its close relatives – certificate from the healthcare facility (inpatient hospital), notarized copy of the death certificate, documents providing the kinship between the Insured Person and his close relative;
    • in case of impossibility to make a trip due to damage or destruction of the property belonging to the Insured Person – reports of respective administrative services proving the respective damages sustained;
    • in case of impossibility to make a trip due to consideration of the injunction – a subpoena and / or court ruling certified by the judge;
    • in case of impossibility to make a trip due to a summon to the military enlistment office – military subpoena certified in the military enlistment office;
    • in case of refusal of permission to cross the border of a foreign country – official written refusal from the consular service with a fixed date and original foreign passport with a stamp on refusal to issue permission.
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