Insured event in travel insurance

Your interests abroad on behalf of and on behalf of INGO are protected by two international assistance companies: «Ensuria Assistance» and «Savitar Ukraine» (hereinafter referred to as the service department).

In the event of an insured event, please contact the service department specified in the contract at any time of the day or night by phone:

Ensuria Operations Ukraine LLC

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Savitar Ukraine LLC

ni-clipboard-list-check.svgEDRPOU 45071841

Write or call in the messengers*

*Calls and messages are charged according to the tariffs of your mobile operator.

1. Instructions on how to act in the event of an insured event

To organize medical care abroad
  1. Contact our round-the-clock customer service contact center at your convenience:

«Ensuria Assistance»

«Savitar Ukraine»

Write or call in the messengers*

*Calls and messages are charged according to the tariffs of your mobile operator.

2. When applying, please provide the following information

  • surname, name and patronymic of the insured
  • date of birth of the insured person;
  • name of the insurance company, insurance policy number, period of its validity;
  • description of the problem, circumstances, complaints, nature of the required medical or other assistance;
  • contact phone numbers (mobile and landline);
  • exact location - hotel name, address, room number.


Please strictly follow the recommendations of the contact center. This will allow us to better organize high-quality and timely assistance for the insured person.

2. Documents required for insurance reimbursement (if you have been approved for an independent visit to a doctor)

If you are unable to contact the contact center or the situation requires an immediate decision for emergency medical care, you can pay for the treatment yourself. In doing so, be sure to obtain and retain all documents confirming the fact of such assistance and the amount of expenses incurred. Be sure to register the case in the contact center within 24 hours, then INGO will reimburse all documented expenses after your return from the trip.

To receive the indemnity, please prepare the necessary list of documents listed below.

Application for payment
Documents required to receive a refund (general)
  1. a copy of the passport of a citizen of Ukraine;
  2. a copy of the certificate of taxpayer identification number;
  3. a copy of the foreign passport with a border crossing stamp of the border services;
  4. an application for reimbursement of expenses incurred, indicating the date and number of the call to the Contact Center, if any;
  5. a copy of the insurance contract/policy/card of the insured person.
Documents required upon occurrence of an insured event for medical expenses

The insurance company must be provided with:

  • original bills on the letterhead of medical institutions indicating the patient's name, date of treatment, diagnosis and list of medical services
  • checks confirming the fact of payment of the bill;
  • prescriptions for medicines prescribed by a doctor, with sales and cash receipts;
  • paid invoices for calls to the service center, indicating the date of the call, the numbers of the callers and the duration of the call;
  • documents confirming the costs of posthumous repatriation.
Documents required in case of death, temporary disability, or disability
  • a certificate from a medical institution (trauma center) on the initial request for medical care;
  • medical history (if treatment was provided in a hospital);
  • an outpatient card (if the care was provided on an outpatient basis);
  • an extract from the MSEC (medical and social examination) regarding the assignment of a disability group (for underage insured persons - the original or a copy of the conclusion of the MCC (medical advisory commission) on the establishment of disability);
  • the original certificate of absence (presence) of substances of toxic, narcotic origin and/or alcohol in the blood of the insured person at the time of the insured event.

In case of death of the insured person, the Beneficiary (heir) shall additionally provide

  • a notarized copy of the death certificate of the insured person;
  • a copy of the certificate of inheritance, which includes the insurance payment, provided that the policyholder has not appointed a beneficiary upon agreement with the insured person.
Documents required in case of damage to property, life and health of third parties

The insurance company shall be provided with

  • a copy or original of the property claim from third parties who have suffered losses as a result of the Insured's actions or inaction;
  • a copy or original of the court decision and case file on the third party claim.

In case of damage to the health of third parties, it is additionally necessary to provide

  • documents of medical and preventive treatment facilities confirming the fact of damage to the life and health of third parties;
  • an extract from the medical record of the third party whose illness was caused by the insured event;
  • documents confirming the degree of damage caused to the third party, namely a death certificate, a certificate of disability issued by the Medical Service of Ukraine, a certificate of incapacity for work;
  • original certificate of absence (presence) of substances of toxic, narcotic origin and alcohol in the blood of the Insured Person at the time of occurrence of the insured event.

In case of execution of the decision on administrative expulsion of the Insured person from Ukraine, the following shall be provided:

  • original or notarized copy of the court decision on expulsion from Ukraine;
  • originals and certified copies of travel documents (tickets) or originals and certified copies of paid bills for travel documents.
Documents required in case of complete loss or partial damage, theft or loss of baggage

The insurance company must be provided with:

  • documents confirming the fact of occurrence of the insured event (examination reports, emergency certificates, the insured's application to the internal affairs authorities or similar bodies with a note on acceptance of the application, a certificate of initiation of a criminal case (in case of theft, illegal actions of third parties, a certificate of the traffic police / police with a note that the accident caused damage to the baggage);
  • bills for the repair or restoration of baggage;
  • checks, receipts, other technical documentation on the value of damaged or lost items, including conclusions of the Chamber of Commerce and Industry on the value of an analog or documents from the supplier company. In the absence of the latter, the insurer has the right to refuse to pay the insurance indemnity.
Documents required in case of forced trip cancellation

The insurance company must be provided with:

  • the original contract for the provision of travel services, as well as documents confirming payment for the trip (receipt of the cash receipt and/or cash receipt, etc;)
  • documents confirming that the tour operator has refunded a part of the amount of money to the insured person on the basis of the travel services agreement (refund calculation and cash receipt);
  • documents confirming the insured person's losses incurred as a result of penalties imposed for trip cancellation in the travel services agreement;
  • documents of a transport company, consulate, hotel and other organizations whose services the insured person used or could have used to organize a trip abroad, confirming the existence of real losses of the tour operator that it cannot reimburse to the insured person in accordance with the terms of these agreements with the transport company, consulate, hotels and other contractors and subcontractors providing travel and related services under the travel services agreement;

Documents and information necessary to establish the nature of the insured event, namely:

  • in case of impossibility to travel due to illness, injury or death of the Insured or his/her close relatives - a certificate of a medical institution (hospital), a notarized copy of the death certificate, documents confirming the kinship of the Insured and his/her close relative;
  • in case of impossibility to travel due to damage or destruction of property belonging to the insured person - protocols of relevant administrative services confirming the fact of the damage;
  • in case of impossibility to travel due to consideration of a court injunction - a court order and/or ruling certified by a judge;
  • in case of impossibility to travel due to a summons to the military registration and enlistment office - a summons certified by the military registration and enlistment office;
  • in case of refusal to obtain a permit to cross the border of a foreign state - an official written refusal of the consular service with the date and the original passport with a stamp of refusal to issue a permit

3. Deadlines for submitting documents

The listed original documents must be provided as soon as possible, but not later than 15 (fifteen) days from the date of return of the Insured or the Insured person to the place of permanent residence from the trip during which the Insured event occurred, to the following address:

  • 33, Bulvarno-Kudriavska St., Kyiv, 01054, 1st floor, JSIC INGO, Travel Insurance Claims Department.
  • For questions regarding the collection of documents for reimbursement, consideration of the claim, payment of the claim, please call(044 490 27 46) (ext. 1155) from Mon-Thurs 9.00-18.00, Fri 9.00-16.45.
  • The decision on insurance payment shall be made within 15 (fifteen) banking days from the date of receipt by the Insurer of all necessary and properly executed documents.
  • The insurance payment shall be made within 10 (ten) banking days from the date of the decision to make the insurance payment in non-cash form.

4. What shouldn't be done?

  • Ignore the need to contact the contact center
  • Visit medical institutions without contacting the contact center, if possible
  • Pay for medical services on your own without notifying the contact center
Frequently asked questions
In this section, we have collected the most frequently asked questions from our clients. If you do not find the information you are interested in, please use the feedback form.
Frequently asked questions

What is considered an insured event in health insurance?

An insured event is a sudden deterioration in health, acute illness, exacerbation of a chronic disease, injuries, poisoning, burns and other consequences of accidents

Which countries can I travel to with INGO policy?

We can provide you with insurance coverage of various scales. It can be a trip to a single country or a long trip to a specific region (for example, Schengen countries). If necessary, INGO issues policies even with "Worldwide" coverage. The only exceptions are Russia and Belarus, whose territories were excluded from insurance coverage after the start of the full-scale invasion of Ukraine.

What is the sum insured or insurance coverage limit?

The sum insured in health insurance is the amount within which the insurance company pays the insured person's expenses for medical services provided under the insurance program.

What happens if the costs of medical services for the insured person exceed the sum insured? Who should pay them?

If the insured person exhausts the insurance coverage limit during the course of treatment, the insurance program is terminated, and the patient pays the remaining unpaid amount for medical services on his/her own. Therefore, please choose the amount of the sum insured carefully when applying for a policy.

Is it important for the insurance company to know the purpose of my trip abroad?

Yes, it is important to know this at the time of insurance. After all, the nature of the trip determines the level of risk, which is taken into account when forming the cost of the policy. High-risk trips have more coverage and are priced at different rates. For example, if your policy does not take into account the fact that you will be engaged in extreme sports during the trip, the insurance company will not be able to organize and pay for medical care in the event of an insured event.

What are extreme sports?

Sports and activities that involve an increased level of danger to humans are considered extreme.

For example, anything related to mountain tourism (trekking) at altitudes of 2,000 to 4,500 meters. This also includes mountaineering, mountain biking, and speleotourism.

Water recreation, such as diving (scuba diving) at a depth of up to 15 meters, river rafting (including rafting, kayaking, catamaran rafting, etc.), sports diving

Hunting, fishing in hard-to-reach and remote areas, traveling in jeeps, ATVs, motorcycles and other vehicles off public roads

Jumping from a height, including with a parachute, rope jumping, flying with the use of non-motorized vehicles, flying as a pilot

Participation in races on vehicles or animals (including auto-motorcycle rallies and drifting)