Medicover Insurance Regulations

Table of contents

  1. General provisions
  2. Definitions
  3. Technical requirements
  4. Conclusion of insurance contract
  5. Withdrawal from the insurance contract
  6. Processing of personal data
  7. Complaints
  8. Payments
  9. Amendments to the regulations
  10. Final provisions

TERMS AND CONDITIONS FOR THE PROVISION OF THE ONLINE PLATFORM BY MEDICOVER FÖRSÄKRINGS


Pursuant to Article 8(1)(1) of the Electronic Services Provision Act of 18 July 2002 (Journal of Laws No. 144, item 1204, as amended), Medicover Försäkrings AB (publ.) S.A., represented by its Branch in Poland, introduces these Terms and Conditions on the electronic services provision on the Medicover Försäkrings online platform (hereinafter referred to as the Online Platform).

1. General Provisions

  • These Terms and Conditions (hereinafter referred to as the Terms and Conditions or T&C) set out the rules of use of the Online Platform operated by Medicover Försäkrings AB (publ.) S.A. – repre­sen­ted by the Branch in Poland with registered office at Al. Jerozolimskie 96, 00-807 Warsaw, tel. +48 22 592 70 00, District Court for the Capital City of Warsaw, 12th Division of the Natio­nal Court Register, KRS number: 0000280346, REGON statistical number: 140996413, Tax Iden­tification number (NIP): 1070007812 (hereinafter referred to as the Insurer).
  • The Terms and Conditions are available on the Medicover Ubezpieczenia website and are provided free of charge in a form that allows them to be downloaded, reproduced, stored on electronic media, and printed.
  • By accepting the Terms and Conditions of the Online Platform, the User agrees to abide by them and to follow the instructions contained therein.
  • The User may terminate their use of the Services at any time, which shall automatically termi­nate the Agreement without any declaration being required
  • The Online Platform is used for the remote conclusion of Insurance Agreements offered by the Insurer.

2. Definitions

  • Online Platform - the web-based service operated by the Insurer, enabling Users to conclude Insu­rance Agreements offered by the Insurer remotely.
  • User - a natural person who uses the Online Platform to conclude an Insurance Agreement.
  • Insurer - Medicover Försäkrings AB (publ.) S.A., represented by the Branch Office in Poland providing insurance services and the owner of the Online Platform.
  • Insurance Agreement - an agreement concluded remotely between the Insurer and the Policy­holder in accordance with the OWU and evidenced by an Insurance Policy.
  • Insurance Policy - a document confirming the conclusion of an Insurance Agreement and setting out the terms of cover.
  • Policyholder - a User who enters into an Insurance Agreement with the Insurer and is obliged to pay the Insurance Premium.
  • Insured Person - a natural person covered under the Insurance Agreement concluded with the Insurer.
  • Service - a service provided to the extent and in the manner described in the T&Cs.
  • Agreement - an agreement for the provision of services by electronic means; its terms are outlined in the Terms and Conditions.
  • Insurance Application - a form filled in by the Policyholder on the Online Platform, containing the necessary information and declarations, being the basis for the conclusion of an Insurance Agreement with the Insurer.
  • Medical Questionnaire - a form containing questions concerning health condition of the Insu­red Person(s), necessary to assess the insurance risk in order to prepare calculation of the insurance offer. By filling in the Medical Questionnaire, the Insured Person or their statutory representative consents to the Insurer’s obtaining information of the entities carrying out medical activity within the meaning of the regulations on medical activity referred to in Article 38 of the Insurance And Reinsurance Activity Act of 11 September 2015, and consents to the Insurer’s accessing the medical documentation, in accordance with article 26(3)(7) of the Patient's Rights and Commissioner for Patient's Rights Act of 6 November 2008.
  • Insurance Premium/Premium - a monetary amount that the Policyholder is obliged to pay to the Insurer in exchange for granting the insurance cover specified in the Insurance Agreement. The premium is defined in Polish zlotys.
  • Przelewy24 - electronic payment system enabling online payments to be made, owned by PayPro S.A with registered office at Pastelowa 8, 60-198 Poznań, Tax Identification Number (NIP): 779-236-98-87, REGON statistical number: 301345068. District Court Poznań – Nowe Miasto and Wilda in Poznań, 8th Commercial Divi­sion of the National Court Register KRS no. 0000347935. The Przelewy24 website address is www.przelewy24.pl.
  • GDPR - regulation 2016/679 of the European Parliament and of the EU Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation).
  • OWU - General Terms and Conditions of Insurance (Polish: Ogólne Warunki Ubezpieczenia), specifying detailed rules of insurance cover provided to the Insured Person in connection with the conclusion of the Insurance Agreement.
  • Link - a unique website address of the Online Platform received by the User by email, at the email address indicated by the User, leading to a login page to the content dedicated to the User, i.e. Insurance Application form, medical questionnaire, statements, consents and/or Insurance Agreement offer.
  • ICT system - an assembly of hardware and software that enables data to be processed and transmitted electronically.

3. Technical Requirements

  • Access to the Online Platform requires:
      • a device with Internet access (e.g. computer, laptop, tablet or smartphone);
      • an installed and up-to-date version of a web browser that supports HTML5, CSS3 and JavaScript, such as:
        • Google Chrome (version 134.0.6998.117 or later),
        • Mozilla Firefox (version 137.0.1 or later),
        • Microsoft Edge (version 133.0.3065.69 or later),
        • Safari (version 17.4 or later) on Apple devices.
  • Minimum internet connection speed:
    • The recommended minimum data transfer speed is 1 Mbps for proper operation of the Online Platform and correct display of content.
  • Cookie and JavaScript requirements:
    • In order to use the Online Platform, it is required that cookies are enabled in the browser.
    • JavaScript must be enabled in order for the interactive functions of the Online Platform to function correctly.
    • Cookie policy: Medicover Insurance Cookie Policy
  • Additional requirements:
    • In order to download documents (e.g. an Insurance Policy or OWU), a PDF-supporting software such as Adobe Reader is required.
  • Compatibility with mobile devices:
    • The Online Platform is optimised for mobile devices; however, its full functionality may only be available on desktop or laptop computers.
  • Technical limitations:
    • The Online Platform may not work properly on older devices or operating systems that are no longer supported by the manufacturer.
    • The operator of the Online Platform is not responsible for irregularities resulting from the user's failure to meet the above technical requirements.

4. Conclusion of the Insurance Agreement

To conclude an Insurance Agreement, the User must:

  • Submit an Insurance Application (the link to complete the form is sent to the email address provided by the User to the adviser or left in the online form).
  • Complete the Medical Questionnaire (the link to complete the form is sent to the email address provided in the Insurance Application).
  • Accept the offer provided by the Insurer (the User will receive a link to the offer at the email address previously provided);
  • Make a premium payment using the Przelewy24 system.
  • The Online Platform will enable the User to give consents and make declarations that are required in the process of concluding the Insurance Agreement, including consent to receive electronically information and documents related to the process of risk assessment and con­clu­sion of the Insurance Agreement. These consents are voluntary but necessary for the conclusion of the Insurance Agreement.
  • The User shall complete the Insurance Application; then, the Insured Person shall provide answers to the questions in the Medical Questionnaire and give consents and make declara­tions by ticking the boxes indicated in the electronic form. The information provided and the answers given must accurately reflect the actual circumstances and the best knowledge of the User/Insured Person, under penalty of consequences as stipulated by applicable law (in particular article 815 of the Civil Code) and consequences resulting from the provisions of the OWU. The Insurance Application, Medical Questionnaire and the statements and consents are accepted by the User/Insured Person by pressing the button expressing acceptance.
  • The completion of the Insurance Application and the Medical Questionnaire is possible until the expiry date of the Link. The validity of the link will be indicated in the email received by the User. The Link expires whenever the User sends the completed form or accepts/rejects the offer.
  • Upon the receipt of the Insurance Application and Medical Questionnaire, the Insurer prepares an individual premium calculation and sends the offer to the User/Policyholder at the email address indicated in the Insurance Application.
  • In order to conclude the Insurance Agreement, it is necessary for the Policyholder to read and accept the OWU in advance. The OWU file is available in the Insurance Application as a PDF file and on the Medicover Ubezpieczenia website.
  • The Insurance Agreement is concluded as soon as the User/Policyholder accepts the offer and pays the premium using the Przelewy24 system.
  • The conclusion of the Insurance Agreement is possible (at the latest) until the end of the offer validity date indicated in the email to which the offer was attached. After that date, the offer expires and it is not possible to conclude an Insurance Agreement based on it.
  • The conclusion of the Insurance Agreement shall be confirmed by an Insurance Policy. The encrypted Insurance Policy is sent to the Policyholder at the email address provided in the Insurance Application after the Policyholder has paid the Premium and Medicover Försäkrings has activated the Service. The Policyholder will receive a text message with their password to decrypt the Insurance Policy. The message will be sent to the phone number provided in the Insurance Application.
  • The insurance cover shall start from the date indicated in the Insurance Policy as the beginning of the period of Insurance, provided that the Insurance Premium has been paid on time (unless otherwise stated in the OWU).

5. Withdrawal from the Insurance Agreement

  • The Policyholder (consumer) shall have the right to withdraw from the Insurance Agreement within 30 days of its conclusion, without giving any reasons.
  • Withdrawal from the Insurance Agreement may be submitted in writing on pain of invalidity to the following address: Medicover Försäkrings AB (publ.) S.A. - Branch in Poland, Al. Jerozo­lims­kie 96, 00-807 Warszawa.
  • In the event of cancellation, the cover shall continue to be provided until the day on which the Insurer receives from the Policyholder a written declaration of intent to cancel the Insurance Agreement.
  • In the event of cancellation of the Insurance Agreement, the User is obliged to pay the Pre­mium for the period during which the cover was provided.

6. Personal Data Processing

  • The User’s personal data stored on the Online Platform is processed by Medicover Försäkrings AB (publ.) S.A. - Branch in Poland, Al. Jerozolimskie 96, 00-807 Warsaw (the Controller) in order to enable the User to use the Online Platform.
  • The provision of personal data by the User is voluntary, but necessary for the use of the Online Platform.
  • The User has the right to access the content of their personal details, and to correct and delete them. The User’s personal data may be corrected or deleted on the basis of a request addressed to the Controller.
  • By providing their personal data, the User declares that the data are their own and up-to-date.

For detailed provisions on the personal data protection, please refer to Medicover Insurance Privacy Policy.

7. Complaints

  • Complaints about services provided by the Online Platform or by the Insurer can be made through the Medicover Contact Form available online; by calling the Customer Service Centre +48 500 900 500; or in writing to the Insurer's address.
  • The complaint should include the User's identification details, the Insurance Policy number and the objections raised.
  • The Insurer shall consider the claim promptly upon receipt. The Insurer shall respond to the complaint without any undue delay, but not later than within thirty (30) days from the receipt of the complaint, unless there are particularly complicated circumstances which make it im­possible to consider the complaint and provide a response within this period – in particular, additional information or explanations from the complainant are necessary for its conside­ration. In this case, the Insurer shall inform the User who submitted the complaint of the reasons for the delay, the circumstances that need to be determined in order to consider the case and shall specify the expected time limit for considering the complaint and providing an answer, which may not exceed sixty (60) days from the date of receiving the complaint.
  • If the time limit for handling the complaint and providing a response is not met, the complaint shall be deemed to have been handled in accordance with the consumer's preference.
  • The response to a complaint shall be provided on paper or by means of another durable me­dium. On the User's request, the response to the complaint may be provided by email, to the email address specified by the User.
  • Any dispute between the User and the Insurer may be resolved through out-of-court dispute resolution proceedings between customers and financial market entities in accordance with applicable law before the Financial Ombudsman Office (www.rf.gov.pl).
  • Notwithstanding the foregoing, the User may submit complaints and grievances about the Insurer's activities to authorised authorities, including the Financial Supervision Commission, the municipal or district Consumer Ombudsman and other authorities dealing with the pro­tection of customers of financial market entities.
  • Pursuant to regulation (EU) no. 524/2013 of the European Parliament and of the EU Council of 21 May 2013 on online dispute resolution for consumer disputes and amending regulation (EC) no. 2006/2004 and Directive 2009/22/EC (Regulation on ODR for Consumer Disputes), it is possible to resolve out-of-court disputes concerning contractual obligations arising from on­line sales or service agreements concluded between consumers resident in the European Union and traders established in the European Union. The resolution of such disputes takes place at the ODR platform available at the following address:

Online Dispute Resolution | European Commission
Insurer's email address: ubezpieczenia@medicover.pl
The European Commission is responsible for the operation of the ODR website.

8. Payments

  • The first Insurance Premium is paid by the Policyholder via the Przelewy24 service.
  • Once the first premium has been paid via Przelewy24, the Policyholder will receive confirma­tion of the activation of the Service and the Insurance Policy, along with details regarding the pay­ment of future premiums.
  • Subsequent insurance premiums must be paid by traditional transfer directly to the individual bank account number shown in the payment schedule on the Insurance Policy.
  • If the first premium payment via the Przelewy24 system fails, the Policyholder is required to make the payment to the account number provided in the insurance documents.
  • Failure to pay any premium on time will result in termination of cover in accordance with the terms and conditions outlined in the OWU.

9. Amendments to the Terms and Conditions

  • The Terms and Conditions may be amended at any time in the event of a change in applicable legislation or a change in the scope of the Services offered.
  • If the Terms and Conditions are amended, the current version will be posted on the Medicover Ubezpieczenia website.
  • Information on changes is communicated by email sent to the User's address.
  • The User who does not agree with the change of the provisions of the Terms and Conditions may, within fourteen (14) days from the date of sending the information about the change of the Terms and Conditions, submit a statement of not agreeing to the change of the Terms and Conditions. Submission of such a declaration shall mean termination of the Agreement as of the effective date of the amendment to the Terms and Conditions.
  • A User who does not accept the amended version of the Terms and Conditions will not be able to continue to use the Online Platform.

10. Final provisions

  • In matters not regulated by these Terms and Conditions, the provisions of the OWU for the re­le­vant Insurance Agreement shall apply, as well as the provisions of generally applicable Polish law, in particular the Civil Code, the Electronic Services Provision Act, and the Insu­ran­ce Activity and Reinsurance Act.
  • These Terms and Conditions come into force on 01 March 2025.