Questions & Answers

Do you want to have detailed information before purchasing our PROVISIT insurance policy? In this section, we collected a number of frequently asked questions about the extent of the insurance cover provided by PROVISIT. If you have any other questions, feel free to contact us.

  • General questions

    Here you will find general questions about PROVISIT.

    • Who can purchase PROVISIT?

      Visitors with a foreign citizenship or a permanent residence abroad and a maximum age of 69 years who temporarily stay in Germany, another EU country or in Liechtenstein, Norway, Switzerland, Iceland, Andorra, Monaco, San Marino or Vatikan City can be insured through PROVISIT for a maximum duration of 2 years.

      Maximum insurance periods are:

      • - 24 months if the insurance policy is purchased within one month after entering Germany or the area of application.
      • - 12 months if the insurance policy is purchased within one year after entering Germany or the area of application,
    • Can I insure accompanying family members, too?

      Accompanying family members can be insured as well if they are not more than 69 years old. You just need to conclude an insurance policy for each family member separately within one month after arrival.

    • Can children be insured, too?

      Children and youths can be insured with PROVISIT as well. However, for children under the age of 6 insurance can only be effected if the accompanying legal guardian is also insured under the PROVISIT tariff.

    • I do not know the exact date of my arrival, yet, can I still purchase insurance?

      If you do not know your exact date of arrival, yet, you can purchase the insurance by entering an expected date of entry. In this case, you will receive an insurance certificate with the expected date of arrival.

      Please inform us about your exact date of arrival as soon as you know it. You will then receive all documents. Before the expected date of arrival, an email is sufficient. If you inform us after the expected date of arrival, please send us some proof of arrival (e. g. a copy of your passport or a plane ticket).

    • Can I cancel the insurance policy?

      Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. You only pay for the actual period of insurance. No service fee will be charged for this reimbursement.

  • Questions regarding application

    Here are some frequently asked questions regarding the application.

    • How can I purchase the insurance?

      You can purchase PROVISIT directly online. You only need to do two things: fill in the application form (all fields marked with * are required) and check whether all entered information is correct. Then simply confirm your application - that’s it!

    • I arrived some time ago but I have missed taking out insurance. What can I do now?

      PROVISIT offers a special plus: The insurance combination can be concluded up to 12 months after the entry. Due to these conditions, PROVISIT can be concluded in the following cases:

      • - as a connecting insurance to a travel health insurance from abroad,
      • - as a connecting insurance to a short-term travel health insurance form another German provider,
      • - as an insurance needed for a visa prolongation if the conclusion of a travel health insurance was missed earlier.

      Waiting period

      There are no waiting periods if you purchase the insurance policy within one month after entering Germany. In case of a later purchase, the waiting period for the health insurance policy is one month. The waiting period can be waived if the insurance policy immediately follows a previous insurance. In this case, please hand in a copy of such previous insurance together with your application. The waiting period does not apply in case of an accident or medical help aiming to prevent acute danger to the insured person’s life.

    • Which documents will I receive?

      Following your application, you will immediately receive an email with your insurance certificate for your records and for submission to public authorities, along with customer information and the "Ärzte-Info-Ticket" (medical info card).

    • Is my data secure?

      When you purchase your policy online, all information is sent through a secure connection. We use your data only for fulfillment of the insurance contract. For more information, please go to our section on data protection.

  • Questions regarding existing contracts and policy adjustments

    Here are some of the most frequently asked questions about existing contracts.

    • Can I extend my insurance policy in case of an extended stay?

      In case of an extension of your program abroad, you can apply for an extension prior to the expiry of the existing insurance policy.

      Phone: +49 (0) 2247 9194 -981
      Mon-Fri: 8 am to 8 pm
      Sat: 9 am to 12 pm

      You can also send us a letter, fax or an email.

      If the insurer accepts your request for extension, insurance cover only applies for insured events that occurred after you applied for extension. In case of an extension, the insurer is not liable to pay for pre-existing and known conditions such as illnesses, ailments or existing pregnancies and their results.

    • If I return early, can I cancel the insurance policy?

      After expiry of the period applied for, insurance coverage will end automatically.

      Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. You only pay for the actual period of insurance. No service fee will be charged for this reimbursement.

      Please send us some proof of reentry which confirms your premature return (e. g. flight ticket).

    • I plan to go on vacation during my stay abroad: is such a vacation covered as well?

      The insurance coverage applies to all EU countries as well as to Liechtenstein, Switzerland, Norway, Iceland, Andorra, Monaco, San Marino and Vatikan City.

      Insurance coverage also includes worldwide trips and stays abroad, including your home country, up to a maximum duration of six weeks. In case of a stay of more than six weeks, insurance covers only the first 6 weeks. Flight tickets, railway tickets or stamps in the passport can be used to verify the duration of the holiday.

    • How can I quickly and easily notify you of any changes?

      You can access our online service 24/7. You can use our online forms, for example, to change your bank and address data or notify us of damages covered by accident and liability insurance.

      Please change to our Secure Server
      to send your changes online (German).

  • Questions regarding payment

    Here are some of the most frequently asked questions regarding payment.

    • Which payment methods are offered for PROVISIT?

      With PROVISIT you can choose from the following payment options:

      a) credit card: Maestro, Mastercard, Visa, JCB, Diners, Discover or American Express;

      b) SEPA Direct Debit;

      c) online payment system: eps, Klarna/SOFORT Überweisung, iDEAL or PayPal.

      You can either pay the total amount at once or, in case of direct debit from an account in Germany or Austria, you can pay in monthly installments. Premiums are calculated depending on the number of months or part thereof. Should you return early from your stay abroad, phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad.

    • What happens in case of unpaid direct debits?

      Please avoid any chargebacks. Every chargeback causes an enormous administrative amount along with bank charges. For any unpaid direct debit, we will have to charge the resulting fees imposed on us if you are the one responsible for the unpaid direct debit (for example as a result of revocation, incorrect information or insufficient account balance).

    • Is there a refund of overpaid premiums?

      We will refund any overpaid premiums immediately in full without charging a service fee. Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad.

  • Questions about damages and reimbursements

    Here you will find questions and answers regarding claims.

    • I need medical treatment – what should I do?

      As foreign guest you are covered by private international health insurance. Such health insurance covers only acute medical treatment of newly occurred illnesses.

      If it is not an emergency, please consider the following recommendations:

      1. Please always consult your primary care physician (general practitioner) before seeing a specialist or going to hospital.
      2. Please provide the physician with our Ärzte-Info-Ticket (medical info card) prior to the treatment.
      3. Please inform your doctor that your health insurance only covers acute medical treatment.

      For further information, go to: What to do in the event of illness?

    • How are your invoices refunded?

      If you submit your "Ärzte-Info-Ticket" (medical info card) to the physician or to the hospital prior to the treatment, we can settle the bill directly with the doctor or hospital. If your doctor does not want to settle the bill directly with Dr. Walter, you will receive an invoice after the treatment. For details, go to: How are your invoices refunded?

    • How can I submit my invoices?

      Please send your original receipts and your fully completed claim form to Dr. Walter GmbH by mail and name the account you want the reimbursement transferred to. We are not allowed to accept copies sent by fax or email.

    • Did you receive my invoice?

      We need about 2 weeks to process your request. You will be notified in writing when your request has been fully processed.

    • Will the costs for any medication be paid?

      Any medication needs to be medically necessary or prescribed by a doctor. You will receive your medication by taking the prescription to a pharmacy. The original prescription can then be submitted to us for a refund of the costs. The policy does not cover medication that can be bought at a pharmacy for free and without a doctor’s prescription. Please note that we can only process a prescription after receiving the related (doctor’s) invoice along with the diagnosis.

    • What to do in case of treatment at a hospital?

      During the admission, please present the Ärzte-Info-Ticket (medical info card), which you received with your insurance certificate. Hospitals usually contact us after the admission and the billing will be settled directly with the hospital.
      The policy covers emergency treatment and urgent operations within compulsory health insurance without optional services. If such inpatient treatment is not an emergency treatment, we recommend arranging the details of the planned therapy beforehand with our claims department. This way, we can help you to minimize any financial risk.

    • What to do in the event of toothache?

      Please inform your dentist about the details of your insurance coverage by providing him with our Ärzte-Info-Ticket (medical info card) prior to the treatment. In case of toothache, you usually receive immediate dental treatment. Such treatment aims to reduce pain and to treat the respective tooth. As with any other travel health insurance, the policy covers simple fillings (emergency dental treatment) for the relief of new and acute pain. For details, go to: What to do in the event of toothache?

Do you require advice?
If you have any questions, please feel free to contact us:

Phone: +49 (0) 2247 9194 -981

Customer Service
Mon-Fri: 8 am to 8 pm
Sat: 9 am to 12 pm

Specialist Department
Mon-Fri: 8 am to 6 pm