Insured event in health insurance (Health)

If you have any health complications, we will organize medical care and pay for the cost of services and medicines according to the selected insurance program.

Fill out the form «Appointment to a doctor» or use the opportunity to apply for reimbursement of out-of-pocket expenses.

Browse the database of medical institutions (test version) with which INGO cooperates.

An appointment with a doctor
Reimbursement application form

Questions, consultations and organization of medical care

1. What to do in case of illness

Instructions for using the health insurance service

1. Organization of medical care.

To receive inpatient, outpatient or dental care, please contact the round-the-clock medical contact center of INGO Insurance Company in any way convenient for you.

2. When applying, provide the following information to the contact center operator

  • insurance policy/card number
  • last name, first name and patronymic of the insured
  • thereason for the application

3. To call an ambulance, please use a separate multichannel phone number:

For emergency calls

2. Refunds in case of self-referral

If you have visited a doctor on your own and coordinated this visit with the contact center, you have the right to apply for reimbursement for the costs of treatment.

Applying through the form «Reimbursement request form»

Fill out the «Reimbursement Request Form» and prepare the required list of other documents.

To receive reimbursement, you must provide documents confirming that you have paid for the services provided for in the terms of the insurance contract, as well as an application for payment, prescriptions, medical reports, certificates of completion, etc.

Contact via chatbot

Applying through a chatbot has its undeniable advantages for you:

  • Automatic creation of the application in the INGO system (no need to write the application yourself and scan it)
  • Take photos of documents directly when uploading them without the need to save the scan to your device.
  • Fast processing by the company
  • Ability to track the status of application processing directly in the chatbot

Procedure for submitting documents for reimbursement of health insurance costs via chatbot:

  1. Select the menu command "Health insurance assistance".
  2. When you first contact us, identify yourself by entering your phone number and the number of your current insurance contract.
  3. Select the contract under which you want to claim.
  4. Select the menu command "Claims for reimbursement".
  5. Select the menu command "Submit documents for reimbursement".
  6. Upload the documents requested by the bot step by step.
  7. Confirm the creation of the application.

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

Application for payment
For reimbursement of expenses for medical and diagnostic services
  1. Application for payment of insurance indemnity;
  2. Documents for identification of the person - the recipient of the insurance payment
    1. Signed copy of the passport: 1, 2, 3, 4 pages (5.6 for persons over 45 years of age) and the page with the registration of the last place of residence
      • ID card and Extract from the Unified State Demographic Register of Residence Registration/Certificate of Registration of an Internally Displaced Person;
      • Diplomatic card (for employees of diplomatic missions and consulates)
      • A copy of the child's birth certificate in addition to the documents of one of the parents, if the insured event occurred with a minor child insured
      • Copy of the certificate of individual tax number (TIN) assignment.
    2. A copy of the certificate of individual tax number (TIN).
  3. Certificate from the bank on opening an account in IBAN format for transferring insurance payment with the details of the insured person;
  4. Original of one of the following financial documents:
    • fiscal check of the registrar of settlement operations;
    • bank receipts in case of non-cash payment (bank receipt must contain the following information: name of the recipient, his/her EDRPOU, IBAN account, purpose of payment (name of service or product), bank stamp and signature of the responsible bank employee);
    • payment order in case of non-cash payment;
    • payment instruction in case of non-cash payment;
  5. Medical documents - a doctor's advisory opinion, an extract from an outpatient/inpatient card, a certificate, results of laboratory and instrumental studies, etc. that indicate the diagnosis and recommendations of the doctor for the appointment of medical and diagnostic services (with the doctor's signature and the wet seal of the medical institution).
  6. Act of work performed - a document that lists all services provided in accordance with the price list of the medical institution, the date of their provision with the seal and signature of the contractor and the signature of the customer.
  7. Copies of the healthcare facility's authorization and registration documents:
    1. Licenses of the Ministry of Health indicating the permitted types of medical practice or the Order of the Ministry of Health of Ukraine on licensing of medical practice with a list of licensees;
    2. An extract from the Unified State Register of Legal Entities, Individual Entrepreneurs on the registration of a medical institution with information on the types of activities
    3. Extract from the Register of Single Tax Payers (for business entities under the simplified taxation system)/ Extract from the Register of Value Added Tax Payers (for business entities that are value added tax payers).

Permits and registration documents are not required for services in state and departmental medical institutions.

To reimburse the cost of purchasing medicines
  1. Application for payment of insurance indemnity;
  2. Documents for identification of the person - the recipient of the insurance payment
    1. Signed copy of the passport: 1, 2, 3, 4 pages (5.6 for persons over 45 years of age) and the page with the registration of the last place of residence
      • ID card and Extract from the Unified State Demographic Register of Residence Registration/Certificate of Registration of an Internally Displaced Person;
      • Diplomatic card (for employees of diplomatic missions and consulates)
      • A copy of the child's birth certificate in addition to the documents of one of the parents, if the insured event occurred with a minor child insured
    2. A copy of the certificate of assignment of an individual tax number (TIN).
  3. A bank certificate on opening an account in IBAN format for transferring the insurance payment with the details of the insured person;
  4. A bank statement of cash flow on payments made (if necessary);
  5. One of the following financial documents:
    • fiscal check of the registrar of settlement operations;
    • bank receipts in case of non-cash payment(bank receipt must contain the following information: name of the recipient, his/her EDRPOU, IBAN account, purpose of payment (name of service or goods), bank stamp and signature of the responsible bank employee);
    • payment order in case of non-cash payment;
    • payment instruction in case of non-cash payment.
  6. Medical documents - a doctor's advisory opinion, an extract from an outpatient/inpatient card, a certificate indicating the diagnosis and recommendations of the doctor for medication treatment, as medicines are reimbursed according to medical prescriptions;
  7. Copies of permits and registration documents of the pharmacy, if it is an individual entrepreneur:
    1. Extract from the Unified State Register of Legal Entities, Individual Entrepreneurs on registration with information on the types of activities;
    2. Extract from the Register of Single Tax Payers (for business entities under the simplified taxation system)/ Extract from the Register of Value Added Tax Payers (for business entities that are value added tax payers).
For reimbursement of expenses for the purchase of medical supplies
  1. Application for payment of insurance indemnity;
  2. Documents to identify the person receiving the insurance payment:
    1. Signed copy of the passport: 1, 2, 3, 4 pages (5.6 for persons over 45 years of age) and the page with the registration of the last place of residence
      • ID card and an extract from the Unified State Demographic Register of Residence Registration/Certificate of Registration of an Internally Displaced Person;
      • Diplomatic card (for employees of diplomatic missions and consulates)
      • A copy of the child's birth certificate in addition to the documents of one of the parents, if the insured event occurred with a minor child insured
    2. A copy of the certificate of assignment of an individual tax number (TIN).
  3. Certificate from the bank on opening an account in IBAN format for transferring the insurance payment with the details of the insured person
  4. A bank statement of cash flow on payments made for services received (if necessary)
  5. Original of one of the following financial documents:
    • fiscal receipt of the registrar of settlement operations;
    • bank receipts in case of non-cash payment (the bank receipt must contain the following information: name of the recipient of funds, his/her EDRPOU, IBAN account, purpose of payment (name of service or goods), bank stamp and signature of the responsible bank employee);
    • payment order in case of non-cash payment;
    • payment instruction in case of non-cash payment;
  6. Medical documents - a doctor's advisory opinion, an extract from an outpatient/inpatient card, which indicates the diagnosis and doctor's recommendations for medical, diagnostic services or operations using medical supplies (with the doctor's signature and the seal of the medical institution).
  7. Act of work performed/expense invoice - a document that lists all services provided in accordance with the price list of the medical institution, the date of their provision, with the seal and signature of the contractor and the signature of the customer.
  8. Copies of the authorization and registration documents of the institution that provided the services for the purchase of medical products:
    1. An extract from the Unified State Register of Legal Entities, Individual Entrepreneurs on the registration of the institution with information on the types of activities (must be KVED Retail trade in medical and orthopedic goods)
    2. Extract from the Register of Single Tax Payers (for business entities under the simplified taxation system)/ Extract from the Register of Value Added Tax Payers (for business entities that are value added tax payers).
  9. Registration documents for medical products (certificate).
For reimbursement of expenses for dental services
  1. Application for payment of insurance indemnity;
  2. Documents for identification of the person - the recipient of the insurance payment
    1. Signed copy of the passport: 1, 2, 3, 4 pages (5.6 for persons over 45 years of age) and the page with the registration of the last place of residence
      • ID card and Extract from the Unified State Demographic Register of Residence Registration/Certificate of Registration of an Internally Displaced Person;
      • Diplomatic card (for employees of diplomatic missions and consulates)
      • A copy of the child's birth certificate in addition to the documents of one of the parents, if the insured event occurred with a minor child insured
    2. A copy of the certificate of assignment of an individual tax number (TIN).
  3. Certificate from the bank on opening an account in IBAN format for transferring the insurance payment
  4. Bank statement of cash flow on payments made for services received (if necessary)
  5. Original of one of the following financial documents:
    • fiscal check of the registrar of settlement operations;
    • bank receipts in case of non-cash payment (the bank receipt must contain the following information: name of the recipient, his/her EDRPOU, IBAN account, purpose of payment (name of service or goods), bank stamp and signature of the responsible bank employee);
    • payment order in case of non-cash payment;
    • payment instruction in case of non-cash payment
  6. Medical documents - a doctor's opinion, an extract from an outpatient/inpatient card, which contain a dental diagnosis and doctor's treatment recommendations (with the doctor's signature and the seal of the medical institution).
  7. Act of work performed - a document that lists all services provided in accordance with the price list of the medical institution, the date of their provision with the seal and signature of the contractor and the signature of the customer.
  8. Copies of the healthcare facility's authorization and registration documents:
    1. A license from the Ministry of Health indicating the permitted types of medical practice or an Order of the Ministry of Health of Ukraine on licensing of medical practice with a list of licensees;
    2. An extract from the Unified State Register of Legal Entities and Individual Entrepreneurs on the registration of a medical institution with information on the types of activities;
    3. Extract from the Register of Single Tax Payers (for business entities under the simplified taxation system)/ Extract from the Register of Value Added Tax Payers (for business entities that are value added tax payers).

Permits and registration documents are not required for services in state and departmental medical institutions.

For reimbursement of health improvement expenses
  1. Application for payment of insurance indemnity;
  2. Documents for identification of the person - the recipient of the insurance payment
    1. Signed copy of the passport: 1, 2, 3, 4 pages (5.6 for persons over 45 years of age) and the page with the registration of the last place of residence
      • ID card and Extract from the Unified State Demographic Register of Residence Registration/Certificate of Registration of an Internally Displaced Person;
      • Diplomatic card (for employees of diplomatic missions and consulates)
      • A copy of the child's birth certificate in addition to the documents of one of the parents, if the insured event occurred with a minor child insured
    2. A copy of the certificate of assignment of an individual tax number (TIN).
  3. Certificate from the bank on opening an account in IBAN format for transferring the insurance payment
  4. Bank statement of cash flows on payments made for services received (if necessary)
  5. Original of one of the following financial documents:
    • fiscal check of the registrar of settlement operations;
    • bank receipts in case of non-cash payment (the bank receipt must contain the following information: name of the recipient of funds, his/her EDRPOU, IBAN account, purpose of payment (name of service or goods), bank stamp and signature of the responsible bank employee);
    • payment order in case of non-cash payment;
    • payment instruction in case of non-cash payment;
  6. Act of work performed - a document that lists all services provided in accordance with the price list of the health facility, the date of their provision with the seal and signature of the contractor and the signature of the customer.
  7. Copies of permits and registration documents of the health facility:
    1. An extract from the Unified State Register of Legal Entities, Individual Entrepreneurs on the registration of the facility with information on the types of activities
    2. Extract from the Register of Single Tax Payers (for business entities under the simplified taxation system)/ Entry from the Register of Value Added Tax Payers (for business entities that are value added tax payers)
    3. Agency agreement between the sole proprietor and the legal entity that provided the health services (in case of payment for these services to the sole proprietor who has an agency agreement with the health facility for the provision of intermediary services).
For reimbursement of expenses and maternity benefits
  1. Application for payment of insurance indemnity;
  2. Documents for identification of the person - the recipient of the insurance payment
    1. Signed copy of the passport: 1, 2, 3, 4 pages (5.6 for persons over 45 years of age) and the page with the registration of the last place of residence
      • ID card and Extract from the Unified State Demographic Register of Residence Registration/Certificate of Registration of an Internally Displaced Person;
  3. One of the following financial documents:
    • fiscal check of the registrar of settlement operations;
    • bank receipts in case of non-cash payment (bank receipt must contain the following information: name of the recipient, his/her EDRPOU, IBAN account, purpose of payment (name of service or goods), bank stamp and signature of the responsible bank employee);
    • payment order in case of non-cash payment;
    • payment instruction in case of non-cash payment;
    • bank statement of cash flows on payments made for services received (if necessary)
  4. A bank certificate on opening an account in IBAN format for transferring the insurance payment with the details of the insured person;
  5. Medical documents - a medical certificate of birth of a child; an extract from a maternity hospital;
  6. Certificate of work performed - a document that lists all services provided in accordance with the price list of the medical institution, the date of their provision with the seal and signature of the contractor and the signature of the customer;
  7. A copy of the child's birth certificate;
  8. Copies of authorization and registration documents of the medical institution:
    1. Licenses of the Ministry of Health indicating the permitted types of medical practice or the Order of the Ministry of Health of Ukraine on licensing of medical practice with a list of licensees;
    2. An extract from the Unified State Register of Legal Entities and Individual Entrepreneurs on the registration of a medical institution with information on the types of activities;
    3. Extract from the Register of Single Tax Payers (for business entities under the simplified taxation system)/ Extract from the Register of Value Added Tax Payers (for business entities that are value added tax payers).

Permits and registration documents are not required for services in state and departmental medical institutions.

4. Deadlines for submitting documents

The above documents must be submitted as soon as possible, but no later than 60 (sixty) days after the expiration of the insurance contract:

  • Please send the documents necessary for making a decision on insurance indemnity to the e-mail address medexpert@ingo.ua or 01054, Kyiv, 33 Bulvarno-Kudriavska St., 1st floor, JSC IC INGO, Personal Insurance Claims Department. Both original and scanned documents or their photocopies are accepted.
  • If you have anyquestions regarding the consideration of the application, please contact the specialists of the claims department by e-mail medexpert@ingo.ua
  • The payment is made within 21 (twenty-one) business days from the date of receipt of the full package of documents.
  • You will receive information on the transfer of funds by SMS.

5. What shouldn't be done?

  • Ignore the need to contact the contact center
  • Visit medical institutions without authorization
  • Pay for medical services on your own without notifying the contact center

Medical institutions you can visit

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

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 for in 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.