Important Customer Update, 16th April 2020
News and announcements about how we are supporting customers through COVID-19
Vhi COVID-19 – Update for our customers on some important changes
16th April 2020
We’re waiving health insurance premiums by an average of 50% for the duration of the agreement between the HSE and the Private Hospitals Association - this will be implemented in mid-May but it will run for the equivalent period of the agreement.
You do not need to take any action. We will implement this automatically for every customer whether you pay by direct debit, through your salary or in a single annual payment. Read more >
You do not need to take any action. We will implement this automatically for every customer whether you pay by direct debit, through your salary or in a single annual payment. Read more >
A Message to our Customers
Declan Moran, Acting Chief Executive
28th March 2020Declan Moran, Acting Chief Executive
We know that this is a difficult and stressful time for you and your families dealing with
the challenges of COVID-19 and we want you to know that Vhi is continuing to work hard
to support you, our customers. We want to reassure you that despite some changes to
how we are operating, we are here for you.
While most of our office based staff are now working remotely, our customer care and our claims lines are open, working on your behalf. We also continue to have a large number of staff working on the frontline. Our Vhi NurseLine and Online GP services continue to operate despite the significant increase in demand. Our Vhi SwiftCare Clinics and our Vhi Hospital@Home services continue to provide a much needed clinical support to our customers. Vhi has an important role to play in these uncertain times ahead and our promise to you is we will be there when you need us.
As part of the national effort to address this growing public health crisis, the private hospital network is entering into an agreement to provide capacity to the public health system so that there is one single health system during this crisis to meet the healthcare needs of everyone. We believe that this is the right decision at this time and fully support it.
We understand that this changes the nature of the services that we can provide to you right now, but we trust that you are also supportive of the changes. Unprecedented times require unprecedented responses.
We are working through the detail of these temporary changes and will have more information on this for you shortly.
As the only not-for-profit organisation in this sector, Vhi exists solely to meet the needs of our customers. After 63 years in business, this has always been our priority and we have a strong track record in this regard. In previous years when we had a reduction in claims, we returned that money to our customers. We now give you a commitment that we will do that again.
We are also aware of the very significant economic impact of this public health crisis and that as a result, many of you are under financial pressure. Separately, we are developing a package of financial supports for our customers who need help at this time. In the meantime please know that we are here for you and ready to help in any way we can.
Declan Moran
Acting Chief Executive
While most of our office based staff are now working remotely, our customer care and our claims lines are open, working on your behalf. We also continue to have a large number of staff working on the frontline. Our Vhi NurseLine and Online GP services continue to operate despite the significant increase in demand. Our Vhi SwiftCare Clinics and our Vhi Hospital@Home services continue to provide a much needed clinical support to our customers. Vhi has an important role to play in these uncertain times ahead and our promise to you is we will be there when you need us.
As part of the national effort to address this growing public health crisis, the private hospital network is entering into an agreement to provide capacity to the public health system so that there is one single health system during this crisis to meet the healthcare needs of everyone. We believe that this is the right decision at this time and fully support it.
We understand that this changes the nature of the services that we can provide to you right now, but we trust that you are also supportive of the changes. Unprecedented times require unprecedented responses.
We are working through the detail of these temporary changes and will have more information on this for you shortly.
As the only not-for-profit organisation in this sector, Vhi exists solely to meet the needs of our customers. After 63 years in business, this has always been our priority and we have a strong track record in this regard. In previous years when we had a reduction in claims, we returned that money to our customers. We now give you a commitment that we will do that again.
We are also aware of the very significant economic impact of this public health crisis and that as a result, many of you are under financial pressure. Separately, we are developing a package of financial supports for our customers who need help at this time. In the meantime please know that we are here for you and ready to help in any way we can.
Declan Moran
Acting Chief Executive
Supporting your Health and Wellbeing
Working with you through this pandemic, we are adapting our services where possible, to ensure you continue to get the supports you need during this time.
MEET THE VHI HEALTH SQUAD
Vhi Health Squad 8-week programme
Vhi's Health Squad have developed a unique digital programme to help you take a holistic approach to your everyday health.
Find out more >
Ask the Squad
If you have health questions on your mind, our Vhi Health Squad is here to help.
Find out more >
WELLBEING SUPPORTS
Online Doctor
Continuing to meet your needs, this service provides a video
consultation with a doctor based in Ireland. The service can be accessed via our Mobile
Health Assistant App. Learn more
here.
Online Consultations
Because we are all physically distancing, many of our
customers are accessing everyday medical services online rather than physically attending
at clinics or surgeries. In recognition of this, until May 31st we are accepting
receipts for certain online consultations as if you attended in person.
Read more
SwiftCare
SwiftCare continues to treat minor illness and injuries on an
appointment-only basis. See further information
here.
COVID-19 (Coronavirus) - Customer Advice and FAQs
The outbreak of COVID-19 (Coronavirus) is a rapidly developing situation and the Health Service Executive (HSE) and the Department of Foreign Affairs and Trade (DFA) are regularly updating their advice regarding Ireland and abroad.
For information regarding the COVID-19 situation in Ireland please see the HSE website at www.hse.ie/coronavirus
For information regarding travel and to see the list of areas where nonessential travel is advised against, visit the Department of Foreign Affairs Website at www.dfa.ie/travel/travel-advice/coronavirus
For information about impacts to your policy please refer to the relevant section below.
VHI HEALTH INSURANCE
FAQ
The HSE are providing guidance and advice on COVID-19. This
advice should be followed at www.hse.ie/coronavirus
The Government has recently approved a framework agreement with
private hospitals for the duration of the COVID-19 emergency. This means that private
hospitals will effectively be operating as public hospitals for a period of time. This
has just been announced and the situation continues to evolve. We will continue to keep
Vhi customers informed of any further developments.
Is SwiftCare still open for patients to attend?
At Vhi SwiftCare Clinics we have put plans in place to safely manage
all our patients during the COVID-19 pandemic. In order to minimise the risk of spending
time in open waiting areas, we have moved to an appointment only service.
VHI MULTI TRIP
FAQ
Why is there no waiver on my Vhi MultiTrip travel insurance?
Your Vhi MultiTrip travel insurance product is different to some of our other products e.g. PMI, dental. Your Vhi MultiTrip policy is an annual policy where premium is paid upfront for the renewal year and cover is available immediately. Vhi MultiTrip covers you for multiple trips in a given year – both trips abroad and in Ireland. Full annual benefits and limits remain available to customers over the 12 months of your contract.
My travel insurance is up for renewal, as I am not being offered any premium reduction, why should I renew my policy?
Vhi MultiTrip is an annual policy where premium is paid upfront for renewal year and cover is available immediately.
By renewing your policy now, it allows you to renew your policy on the existing price. Should there be any price change during the year, your policy will not be affected.
The benefits are applicable on the policy, in full, at any point over the 12 months policy duration. You can rest assured you are covered on a premium travel insurance policy in the eventuality of an unforeseen event when travelling in Ireland or abroad.
By renewing your policy now, it allows you to renew your policy on the existing price. Should there be any price change during the year, your policy will not be affected.
The benefits are applicable on the policy, in full, at any point over the 12 months policy duration. You can rest assured you are covered on a premium travel insurance policy in the eventuality of an unforeseen event when travelling in Ireland or abroad.
Vhi MultiTrip has been working closely with thousands of
customers in recent weeks who have been affected by the health and travel impacts of the
COVID-19 coronavirus outbreak. We understand that this is a distressing time for many and
have supported customers who have required repatriation as well as those whose travel
plans have been disrupted. We have also sought to provide clarity to thousands of people
by phone and web as the growing uncertainty surrounding this public health crisis has
left people with many questions and concerns.
The situation globally continues to evolve and the Coronavirus
is now categorized by the WHO as a pandemic. We have continued to review our ability to
meet the claims of our customers and regrettably, as the potential scale and duration of
this crisis becomes clearer, we have had to make some changes to our Vhi MultiTrip policy
and to the cover that we can provide. These changes are valid from midnight on the 18th of
March 2020.
Existing customers who have received renewal notice on or
before 23:59 18th March 2020
The DFA is advising against travel to my destination. Can I
still go?
If you travel against the advice of the DFA any claim relating
to the Coronavirus (e.g. curtailment or medical costs) will not be covered.
You can check the latest travel advice for your destination by visiting DFA website.
You can check the latest travel advice for your destination by visiting DFA website.
If I cancel my travel plans can I claim cancellation costs?
Vhi MultiTrip will provide cover for both cancellations and
curtailment to areas on the DFA’s non-essential travel list as long as the trip was
booked prior to the directive coming into force and was also booked before 23:59 on
18th March 2020. If you wish to cancel a trip please contact the MultiTrip claims
department on 046 907 7358.
VHI INTERNATIONAL
FAQ
Vhi are reducing premium on domestic PMI / Dental plans, why am I not being offered a refund on my International insurance?
Your international health insurance policy is not affected.
Vhi International health insurance covers members for private medical care all over the world. Governments worldwide are applying different measures to combat COVID-19. Vhi International offers extensive medical cover for members including those who are diagnosed with COVID-19.
Vhi International health insurance covers members for private medical care all over the world. Governments worldwide are applying different measures to combat COVID-19. Vhi International offers extensive medical cover for members including those who are diagnosed with COVID-19.
I have returned to Ireland temporarily and intend to return overseas once travel restrictions are lifted. Can I move to a domestic PMI plan while in Ireland?
Vhi now offers cover in Ireland for up to 179 days so you have full cover for in-patient treatment, day to day expenses etc. in Ireland.
However, if you wish to move to a Vhi private health insurance plan, there is no issue doing so and returning to Vhi International when you leave Ireland again. Your waiting periods will remain intact as we offer a seamless transition between our domestic and international healthcare plans.
However, if you wish to move to a Vhi private health insurance plan, there is no issue doing so and returning to Vhi International when you leave Ireland again. Your waiting periods will remain intact as we offer a seamless transition between our domestic and international healthcare plans.
I am a Vhi International member and currently based overseas,
what is my medical cover for COVID-19?
If you are abroad and hospitalised in relation to COVID-19,
please call +353 46 9077377
I am due to travel to an affected area for a work assignment,
am I covered?
For countries the DFA advises ‘avoid non-essential travel’ if
it is essential for you to travel to an affected area, you will be covered for medical
treatment under the terms and conditions on your policy. Travelling for work is
considered as essential travel. There is no cover if travelling to an area the DFA
website advises ‘do not travel’.
I have a travel claim under Vhi International, do I follow the
guidelines of the local government in the country I reside in?
Vhi International will accept guidelines from either the local
government in the country where you reside, or the DFA.
For medical or claims queries please call +353 46 9077377
For members in the USA call the toll free line: 1 800 852 7747
You can also email us at vhi.international@intana-assist.com
For medical or claims queries please call +353 46 9077377
For members in the USA call the toll free line: 1 800 852 7747
You can also email us at vhi.international@intana-assist.com
VHI DENTAL
FAQ
Why did you decide to waive the premium by 30%?
Most dental practices are open for emergency treatment only with other non-essential treatments and treatment plans postponed. In recognition of this, we are waiving 30% of premium for Dental Insurance for the three months.
Why 30% on Vhi Dental when you are waiving an average of 50% on PMI?
These are different products and there are different circumstances resulting in the waiver. Full annual benefits and limits are still available to you over the 12 months of your contract. As a result, we are waiving 30% of premium for Dental Insurance for the three months.
We looked at the likely fall off in claims figures and the cover provided for; based on this came up with the percentage waiver amount.
My dental policy is due for renewal. Why should I renew when I cannot be provided with a service?
By renewing your policy now, it allows you to renew your policy on the existing price. Should there be any price changes throughout the year, your policy will be unaffected.
Emergency dental treatment is covered under the plan
Contacting Vhi During COVID-19 (Coronavirus)
For all enquiries you can contact us in the following ways:
Call us on:
056 444 4444 / 1890 444 444
056 444 4444 / 1890 444 444
Email us at:
info@vhi.ie
info@vhi.ie
A limited web chat service is available at:
www.vhi.ie
www.vhi.ie
For Vhi SwiftCare Clinics updates go to:
www.vhi.ie/swiftcare
www.vhi.ie/swiftcare
For Vhi Nurseline services call
1850 247 724
1850 247 724
or from abroad call
+353 46 90 77375
+353 46 90 77375
For Vhi Online Doctor services,
please book an appointment with either;
MyClinic.ie or WebDoctor.ie
through the Vhi Health Assistant App.
please book an appointment with either;
MyClinic.ie or WebDoctor.ie
through the Vhi Health Assistant App.
We have taken the decision to close our public offices for the health, safety and welfare of our staff and customers. Offices will re-open as soon as it is safe to do so. We apologise for any inconvenience caused at this time.