FAQ

Healthcare offer: details on Medicover offer

How can I buy a Medicover healthcare package?expandfold

You can purchase a healthcare package:

What is the cost of the medical care?expandfold

You can check the prices of individual medical care packages:

How can I extend Medicover medical care to my family?expandfold

If you have an individual healthcare package and want to extend it to your family members, call 500 900 644 and our consultant will help you choose an optimal package.

If your healthcare package is offered to you by your employer, contact your employer to extend Medicover care to your family members.

Can I continue to use Medicover services after my medical care package has expired?expandfold

Yes. Even if your Medicover package expired, you can still arrange appointments and examinations on fee-for-service basis, or you can buy an individual healthcare package for yourself or your family. You can purchase individual services online at www.medistore.com.pl or arrange fee-for-service appointments by calling the Customer Care Infoline at 500 900 500.

I want to continue using Medicover services on my own after the package offered by my employer expired. Is this possible?expandfold

Yes. You can either use consultations and examinations on fee-for-service basis or you can buy an individual healthcare package. You can pick a package through:

Services: information on how to access Medicover services

Can I use Medicover services as a non-member?expandfold

Yes. Even if your Medicover package expired, you can still arrange appointments and examinations on fee-for-service basis, or you can buy an individual healthcare package for yourself or your family. You can purchase individual services online at www.medistore.com.pl or arrange fee-for-service appointments by calling the Customer Care Infoline at 500 900 500.

How can I make an appointment?expandfold

You can make an appointment by:

  • using the Medicover OnLine application (Appointments and consultations >> Make an appointment)
  • calling Customer Care at 500 900 500
How can I cancel an appointment?expandfold

You can cancel an appointment by:

  • using the Medicover OnLine application (Appointments and consultations >> Cancel an appointment)
  • sending an SMS message saying NIE to 500 100 808,
  • calling Customer Care at 500 900 500.
Can I make an appointment online?expandfold

If you have an active Medicover healthcare package you can use our convenient Medicover OnLine application at mol.medicover.pl.

How can I get help in an emergency?expandfold

Patients with active Medicover healthcare packages can call our 24h emergency service – Hot Line Medicover at 500 900 999.

How can I check the prices of services provided at medical centres?expandfold

You can consult the prices of services by calling Customer Care on 500 900 500.

Where can I check doctors' office hours?expandfold

If you have an active Medicover healthcare package, you can consult doctors' office hours by logging in to the Medicover OnLine application. Go to Appointments and consultations and select Doctors' office hours.

If you do not have an active Medicover healthcare package, you can check any doctor's office hours by calling Customer Care at 500 900 500.

How can I check the scope of services covered by my medical package?expandfold

Log in to Medicover OnLine, choose My Profile from the horizontal menu and then Card Coverage. Enter the type of service you are interested in and check whether it is covered by your medical care plan.

How can I order a home visit by an internist/paediatrician?expandfold

You can order a home visit by calling the 24h Hot Line Medicover Emergency service at 500 900 999

Where can I find the information on how to prepare for an examination?expandfold

The information on how to prepare for examinations is available:
- at the Medicover website
- after logging in to the full version of the Medicover OnLine service: go to Health Zone and select Preparing for examinations 

How can I get my medical records?expandfold

You can order your medical records at the reception desk of any Medicover centre, by sending a request to dok@medicover.pl , or by calling Customer Care at 500 900 500. Ask a receptionist or a consultant about the fee of ordering medical records.

How can I transfer medical records from my previous health centre to Medicover?expandfold

If you have a Medicover healthcare package offered to you by your employer:

If your employer changes its medical services provider to Medicover, our team will take care of transferring the medical records of your occupational medical exams. You can order your remaining records from the previous provider on your own and then submit them at any Medicover centre.

If you have an individual Medicover healthcare package:

You can order your records from the previous provider and then submit them at any Medicover centre.

Can someone else collect my medical records at Medicover?expandfold

A third party can collect a patient's medical records in his or her behalf.

You can authorize a third party to collect your medical records. The authorized third party has to show an identity document to collect your medical records. For a third party to collect your medical records, you can submit a permanent or one-time authorization:

  • permanent authorization - issued for the third party by the patient in the presence a Medicover receptionist on the official Medicover form
  • one-time authorization - issued for a third party by the patient; the authorization should comprise:
  • personal details of the patient and the authorized third party
  • information concerning the records to be released
  • the patient's telephone number which a receptionist will call to confirm the information stated in the authorization.

Will my appointment take place if I am late?expandfold

If you expect to be late for an appointment, please call Customer Care at 500 900 500. Our consultant will help you to find a convenient solution.

What details do I need for my sick leave to be issued?expandfold

To issue a sick leave, we will need:

  • your first name, surname, date of birth, personal identification number (PESEL)
  • your address (including the postcode) at which you will be available during your sick leave
  • social insurance details (whether your insurance is ZUS or KRUS)
  • your tax identification number (NIP), your ID card number, or your passport number
  • payer's (i.e. employer's) tax identification number (NIP)
  • if you are employed by two employers at the same time, you will be issued two separate sick notes with different NIP numbers 
Is an appointment necessary for a doctor to issue a prescription for a patient?expandfold

If you have an active Medicover healthcare package and your last prescription for the medication was issued no later than 12 months ago, you can order a new prescription:

How can I modify my personal data in Medicover systems?expandfold

If you have an active Medicover healthcare package, you can change:

  • your telephone number
  • your e-mail address
  • your home address and correspondence address

by logging in to the Medicover OnLine application.

The above data can also be modified at the reception desk of any Medicover centre after showing an ID with a photo.

How can I verify my consents to personal data processing?expandfold

Log in to the Medicover OnLine application, go to My Profile and select Your data. You can check which consents are ticked off in Declarations and consents.

Healthcare centres: information on Medicover centres

Can I use my medical care plan anywhere in Poland and abroad?expandfold

In Poland:

If you have an active Medicover healthcare package, you can use Medicover centres specified on this page.

Abroad:

If you have an active Medicover healthcare package, you can also use Medicover centres outside of Poland. Please note: patients with individual healthcare packages and company packages valid only for the medical network centres cannot use Medicover centres located abroad.

If your package includes Travel Insurance, you can also use other emergency medical help abroad.

How can make a claim with the Travel Care package?expandfold

If you have a medical package covering the Travel Care service, in emergencies please contact the Travel Guard at + 48 22 211 98 72 (the claims can be reported in Polish or English).

In the event of a refund claim which may be covered by the policy or an accident claim, contact the insurance company in writing and without delay:

AIG Europe Limited Oddział w Polsce

Dział Likwidacji Szkód Osobowych

ul. Marszałkowska 111

00-102 Warszawa, Saski Point

tel. +48 22 528 51 00, fax +48 22 528 52 52

Any required proof and information should be provided in the form specified by the insurance company, and the cost of obtaining and providing thereof is borne by the claimant.

Detailed information on the coverage and sums insured within the AIG insurance for holders of Blue Prestige, Silver, Gold and Platinum cards and customers with a Travel Care package can be found in the Medicover OnLine application (in the Care Coverage tab).

If you have any questions concerning the coverage of your Travel Care package, please call Customer Care on 500 900 500 or send an e-mail to dok@medicover.pl

Where can I find the current list of Medicover centres and partner facilities?expandfold

The current list of Medicover centres and partner facilities is available on this page

Where can I find driving directions to a Medicover centre?expandfold

The current list of Medicover centres and partner facilities is available on this page.

Select a centre and click its name. You will be redirected to a page with information on the selected centre, including a map with driving directions.

How can I contact a selected Medicover centre directly?expandfold

You can contact Medicover centres by calling Customer Care at 500 900 500.

Customer Care working hours:

  •  from Monday to Friday - between 7 a.m. and 9 p.m.
  •  Saturdays, Sundays and bank holidays - between 8 a.m. and 6 p.m.

If you have a Medicover healthcare package, you can use our convenient Medicover OnLine application at mol.medicover.pl.

In case of an emergency, please call our 24-hour Hot Line Medicover Emergency service at 500 900 999.

How can I check the range of services offered at a Medicover centre or at a partner facility?expandfold

The current list of medical services offered at Medicover centres and the medical network centres is available on this page.

Select a centre and click its name. You will be redirected to a page with information on the selected centre.

What kind of help can I get outside of the opening hours of Medicover centres?expandfold

In case of an emergency, please call our 24-hour Hot Line Medicover Emergency service at 500 900 999.

Mobile application

What operating systems is the application available for?expandfold

The mobile application is available for the following operating systems: Android, iOS, Windows Phone and Windows 8.

Where can I download the application?expandfold

The mobile application is available for download from application stores of respective operating systems:

How can I log in to the mobile application?expandfold

You will log in to the mobile app with your Medicover card number and a unique password.

Please note: the application does not support logging-in with a PESEL number.

Who can I contact in case of problems with the application?expandfold

If you experience any problems with the mobile application, please update it to its latest version.

You can write an e-mail to dok@medicover.pl or call Customer Care at 500 900 500 – our consultants will help you find a solution.

What services are available in the mobile application?expandfold

By using the app, you can:

  •  make/cancel appointments and view past appointments
  •  add an appointment to your calendar
  •  find a medical centre
  •  find out about the latest special offers 
Does Medicover offer a mobile version of the Medicover On-Line website?expandfold

Yes. Using a web browser on your phone, you can access mol.medicover.pl and use the service.

New Mobile Application

Which systems is the new mobile app available for?expandfold

The mobile app is available for smartphones and tablets with the following systems: Android, iOS, Windows 10 and BlackBerry.

Where can I download the new mobile app?expandfold

You can download the mobile app from the stores of the respective operating systems:

Where can I get the password for the new mobile app?expandfold

The mobile app uses the same password as the one used to log into Medicover OnLine. If you don’t have a password yet, ask for it at the reception desk of any Medicover Centre. 

How can I retrieve a password if I forget it? Before I had to log into Medicover OnLine to retrieve it. Is it the same with the new app?expandfold

In the new app you can also use the password reminder option. It’s available on the app’s login page. 

Why doesn’t the app remember my password and I have to enter it each time I log in?expandfold

The new mobile app, in contrast to the old one, includes features that are associated with the patient's medical records, such as test results, issued referrals, correspondence with the doctor. It is our duty to best protect the data and therefore the system requires confirmation of the identity of the patient every time the patient wishes to use the application. Many patients have suggested that the login process is changed, which is why we are taking adequate steps to facilitate this process. As soon as these changes happen, our patients will know about it first.

Who can use the new mobile app?expandfold

The new mobile app may be used by all patients who have a Medicover card and who have access to Medicover OnLine. If you don’t have a password yet, ask for it at the reception desk of any Medicover Centre.

How and to whom do I send comments regarding the operation of the new Medicover mobile app?expandfold

All opinions and comments regarding the operation of the app may be emailed to: mobilna@medicover.pl

Why can’t I make changes to the marketing consents in the app?expandfold

At this time you can only make changes to the marketing consents through Medicover OnLine. In the app it is only possible to view the consents. 

Are the changes to personal information, phone and e-mail constantly updated in the Medicover system?expandfold

Yes, all changes to personal data will be automatically reflected in the application.

Will the e-visit option be available through the app? expandfold

At this time our patients may use the e-visit option in the app. However, they will be redirected to a responsive version of Medicover OnLine and asked to log in again for security purposes. We are working on incorporating the e-visit module in the application itself. As soon as this is ready, our patients will be notified.

Why can’t I see all referrals in the app?expandfold

It is a completely new feature, which is why the new app only includes referrals issued after 1 November 2015.

What is an internal / external referral?expandfold

An internal referral means that the patient is being referred for tests or consultation at the Medicover Centre. External referrals are carried out by contractors who have a signed agreement with Medicover. 

Who receives the Opinions and Suggestions / Contact Form? How quickly will I receive a response?expandfold

All forms are sent directly to the Medicover Customer Service Department. Response time depends on the subject matter.

Can I turn on appointment notifications? Calendar synchronisation?expandfold

Yes, the new application has this capability. Once it’s installed on the phone and after logging in, a message will appear requesting access to the calendar. Simply select "Ok" to receive notifications on upcoming appointments.

Why is there no option to change the language in the app?expandfold

The new app automatically detects the phone language and adjusts to it. If the operating language on the phone is Polish, the application will run in that language. If another language is detected, it will run in English.

Online shop

Can I buy Medicover services online?expandfold

Yes. You can buy Medicover services at www.medistore.com.pl.

What kind of services can I buy at your online shop?expandfold

At the Medicover online shop you can buy:

  •  medical consultations,
  •  diagnostic examinations,
  •  diagnostic packages,
  •  health check-ups,
  •  healthcare packages
  •  discount cards.
How long will I wait for the product activation?expandfold

The activation of a product purchase at MediStore can take up to three weekdays.

What is the validity period of products purchased online?expandfold

Products purchased at MediStore are valid for three months, except for healthcare packages, which are valid for 12 months. 

Can I pay for a selected service in instalments?expandfold

Yes. You can choose to pay in instalments after you have been redirected to the Przelewy24 service, which manages payments for services purchased at MediStore

Can I call / send an e-mail to ask about a product?expandfold

If you have questions concerning products available at MediStore, you can contact MediStore Customer Service:

  • by telephone at 500 900 550
  • Monday to Friday between 7 a.m. and 9 p.m..

    Saturdays, Sundays and bank holidays between 8 a.m. and 6 p.m.

  • by sending an e-mail to e-dok@medicover.pl

e-Member

Who is the application for?expandfold

The e-Member application is offered to companies purchasing Medicover healthcare packages to help them to manage the services in a convenient way.

The application is available at https://mol.medicover.pl/

What functional features are available in the application?expandfold

e-Member allows for the following functions:

  • Persons subscribed online will be automatically visible in the medical systems, which will allow for instant access to services offered by Medicover centres;
  • you have direct access to all administration data, i.e. the list of entitled persons, prices, e-invoices;
  • you can generate reports concerning Medicover services at any time;
  • you can generate occupational medicine reports: validity of fitness for work certificates, expiry dates of such certificates, and types of examinations performed,
  • you can prepare templates of the most frequent types of referrals for occupational medical examinations,
  • you can read the latest issue of Puls Medicover with Medicover current offer and promotions,
  • you can check the number of non-cancelled appointments by the company's employees.
How can I get a log-in and a password?expandfold

In order to gain your access to e-Member, please contact the company's Administration Manager.

How can I subscribe an employee for medical care? How can I unsubscribe an employee from medical care?expandfold

In order to subscribe/unsubscribe an employee for/from the medical care, use the appropriate function in the Persons tab:

  • Activate care – activation of access to medical services for a new employee
  • Terminate care – deactivation of access to medical services for an employee 
How can I download an invoice?expandfold

In e-Invoices section, you can download Medicover invoices for healthcare packages

How can I recover my log-in details?expandfold

If you do not remember the password to the e-Member application, you can generate a new password on your own. To do this, please click Forgotten password? on the log-in page.

The system will ask you to enter your current customer number and e-mail address, and to rewrite the security code from the supplied image.

We will send you instructions to set up a new e-Member password to the previously specified e-mail address.

Occupational medicine

How can I make an appointment for occupational medical examinations?expandfold

You can make an appointment for occupational medical exams by calling the Occupational Medicine call centre at 500 900 700 between Monday and Friday from 8 a.m. till 8 p.m..

Before the call, please make sure to have the employer's referrals ready as they are necessary for making an appointment for occupational medical exams.

What details do I need to have to make an appointment through the call centre?expandfold

Please make sure to have the employer's referrals ready as they are necessary for making an appointment for occupational medical exams. Moreover, please have your personal details ready.

How can I obtain referral forms for occupational medical examinations?expandfold

Referral templates for occupational medical exams are available for download from our website , or by logging in to the e-Member application – learn more here.

Contact with Medicover: how to reach us

How can I submit comments on the quality of services provided by Medicover?expandfold

You can submit your comments concerning services provided by Medicover:

- electronically:

- in writing - to the following address: Medicover Sp. z o.o., Al. Jerozolimskie 96, 00-807 Warszawa

In your letter, please make sure to include:

  • your name and surname
  • your Medicover card number or your personal identification number (PESEL)
  • your telephone number or e-mail address which we csn use to respond to your letter
  • detailed description of what happened

- in person - at the reception desk of a Medicover centre

- by telephone – by calling Customer Service at 500 900 500

Handling complaints, questions and suggestions:

  • Each case, regardless of how it has been communicated, is passed without delay to Customer Service, and it is dealt with there.
  • We try to respond within 10 week days on average (from date of submitting the case) unless we need additional documents to handle the case.


How can I contact Medicover?expandfold

Please go to Contact us tab

Fee-for-service: information on services provided to patients without Medicover healthcare packages.

How can I make an appointment?expandfold

You can buy and book an appointment for a private consultation or examination directly at our online shop www.medistore.com.pl

How can I check the prices of services at Medicover centres?expandfold

You can find out about the prices of our healthcare packages at our online shop www.medistore.com.pl.

You can find out about the prices of private consultations and examinations also by calling our MediStore department at 500 900 550.

How can I check which doctors are working for Medicover?expandfold

You can check the names of Medicover doctors using the search engine on our website.

Does Medicover work with the National Health Fund (NFZ)?expandfold

Medicover collaborates with the National Health Fund (NFZ) in the following fields:

  • selected hospital services provided in the Medicover Hospital.
  • fast oncology treatment in the Medicover Hospital

You can call the Medicover Hospital NFZ Helpline at 500 900 543

  • from Monday to Thursday – 8 a.m. to 4 p.m.
  • on Fridays – 8 a.m. to  8 p.m.
How can I check the current list of medical centres?expandfold

You can consult the current list of Medicover centres and partner facilities on this page.

How do I find driving directions to Medicover centres?expandfold

You can consult the current list of Medicover centres and partner facilities on this page.

Select a centre and click its name. You will be redirected to a page with information on the selected centre, including a map with driving directions.

What information do I need to have to book an appointment?expandfold

Before you make your first appointment through our Customer Care, please make sure to have the following ready:

  • your personal identification number (PESEL);
  • your telephone number and e-mail address for contact;
  • your home address and correspondence address.