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How refunds work
The process is quite simple: send in the reimbursement document and we will refund you the insured costs. Our short and easy-to-understand animated film also shows you how it works.
"Third-party guarantor" refund
So, when you receive an invoice, you pay the person or organisation who has issued it. To be refunded, just send us the invoice. Please always attach a label with your insurance number to the document, as this allows for easier allocation and faster processing. To ensure that the invoice is sent directly to the right place, we also provide you with address labels.
After receiving the invoice, we check the invoice details and refund you the insured costs minus your co-payment. On the first page of your benefit statement, you will find the amount reimbursed, the date of the transfer and the account details:
Direct payment to the "third-party guarantor" service provider
Provided we have contractually agreed a direct payment with a service provider (a hospital, doctor, therapist or other authority), the service provider sends the invoice directly to us. We then transfer the outstanding amount to the service provider. In this situation, you do not need to do anything. You are not invoiced for the corresponding treatment. We then only charge you the co-payment and any uninsured costs.
Your insurance card
Your insurance card contains all the important information about your insurance cover. It simplifies the flow of information between you and service providers (hospitals, doctors and pharmacies). For example, you can use the insurance card to obtain medication at the pharmacy. After checking your insurance cover, we then only charge you your co-payment and any uninsured costs.
Every day, we receive around 55,000 invoices from our policyholders and from doctors, hospitals and therapists. Around 50% of these are sent to us electronically, and the rest are scanned by us centrally.
Please attach a pre-printed label to each invoice you submit to us. This in turn helps us to speed up the billing process.