Emergency treatment or urgent care is excluded from coverage under the insurance terms. All treatments to be covered must be pre-approved by Falck. Costs for treatment that has not been pre-approved will not be reimbursed.

Falck's health advisory centre consists of healthcare professionals who can help you clarify what the right next step is in your situation. If you are unsure whether you need an assessment, treatment, or which type of healthcare professional is best suited to your needs, you can contact us for guidance by phone at (+47) 24 06 21 23, Monday to Friday between 08:00 and 16:00.

All medical treatment and assessments require a referral. If you need a referral for physical therapy or psychological support, this will be stated in your insurance certificate.

An approved referral must include the following information:
- Personal details: name, national ID number, address, and phone number.
- Diagnosis code and a description of the issue, including any relevant findings such as test results or imaging.
- Information about the type of medical specialist and the examination being referred to.
- Information about the referring provider: name, address, and HPR number. Please note that the referring provider must have referral rights.
- The referral must be dated and no older than 12 months. For imaging, the referral must not be older than 6 months.

If you downloaded the referral from Helsenorge.no, it is important that you take photos of all pages so that the information above is clearly visible.

Important: Referrals in Word format (or other editable documents) are not accepted.

The treatment covered by your insurance is stated in the applicable terms and conditions and in your insurance certificate.

Please note that the health insurance is meant to supplement public healthcare and help provide faster assessment or treatment when waiting times in the public system are long.

You can find your policy number in your insurance certificate. Falck Health Services cannot provide this information.

After logging in, you will find an overview of all your submitted cases. In the relevant case, you can choose Seek pre-approved reimbursement if the case allows a reimbursement claim to be submitted.

If it is not possible to seek reimbursement in a case, this means that your own expenses related to the treatment in that case are not covered by the insurance.

After logging in, you will find an overview under My cases. Here you can see case details and carry out certain actions related to the case.

Once your case has been processed, you will receive written information by email.

If the case is approved, you will receive confirmation that the referral has been sent to the medical clinic, or information that you can book an appointment with a provider.

If treatment is denied, you will receive information by encrypted email.

You can find more information about your submitted cases after logging in.

Falck has an extensive nationwide network consisting of hospitals, clinics, and providers of physical therapy, medical treatment, psychological counselling, and other relevant health services that Falck has agreements with at any given time.