FAQ
Here you will find answers to frequently asked questions.
Case registration and reporting
If you want to use your health insurance, please log in to this website, identify yourself with BankID, and enter your policy number.
In accordance with the rules on sensitive health information and privacy (GDPR), you must use the secure encrypted online solution when using your health insurance.
Please do not send referrals or other sensitive personal information by email.
In accordance with the rules on sensitive health information and privacy (GDPR), you must use the secure encrypted online solution when using your health insurance.
Please do not send referrals or other sensitive personal information by email.
You can find your policy number in your insurance certificate. Falck cannot provide this information.
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.
If you do not have BankID, you must contact Falck by phone to receive a consent form. Once the consent has been submitted, a case can be created manually on your behalf.
People over 16 must submit their own case using their own BankID. If you are submitting a case on behalf of a child under 16, use your own BankID and enter the child's policy number and correct personal details in the comment field so we can update it manually.
If you cannot create a case, it may mean that you no longer have an insurance policy with us.
If you already have an active case for the treatment you are trying to submit, you will not be able to create a new one until the validity period of the active case has ended.
Please contact Falck by phone so we can help you further.
If you already have an active case for the treatment you are trying to submit, you will not be able to create a new one until the validity period of the active case has ended.
Please contact Falck by phone so we can help you further.
Case status, validity, and treatment sessions
After you have submitted a case, you will find it under My cases after logging in.
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.
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.
Insurance cases are valid for 12 months from the day they were submitted.
In accordance with the legal rules and the EU GDPR directive, the consent given when submitting a case is valid for a limited period of 12 months.
In accordance with the legal rules and the EU GDPR directive, the consent given when submitting a case is valid for a limited period of 12 months.
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.
Under My cases, you can see an overview of all your cases. When you open the relevant case, you can see how many treatment sessions the insurance company has been invoiced for.
Please note that this number only shows sessions that have already been invoiced. If a treatment session has not yet been invoiced by the provider, it will not appear in the overview.
It is your own responsibility to keep track of how many treatment sessions you have used under your coverage.
Please note that this number only shows sessions that have already been invoiced. If a treatment session has not yet been invoiced by the provider, it will not appear in the overview.
It is your own responsibility to keep track of how many treatment sessions you have used under your coverage.
For medical treatment, you may have several cases running at the same time, as long as they relate to different injuries. For physical therapy and sessions with a psychologist, you can only have one active case at a time. Cases are valid for one year from the date of submission.
Insurance coverage
The treatment covered by your insurance is stated in the applicable terms and conditions and in your insurance certificate.
The current terms and conditions can be found on the insurance company's website.
The number of treatments covered is stated in your insurance certificate and applies for a 12-month period from the date the case is submitted to and approved by Falck.
No, all assessments and treatments to be covered by the insurance must be pre-approved by Falck.
The insurance does not include children or a partner unless this is stated in the insurance certificate, or a separate co-insurance agreement has been made.
Falck's provider network consists 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.
Reimbursement of expenses
Under My cases, you will find an overview of all your cases. In the relevant case, you can choose the option Seek pre-approved reimbursement to submit a reimbursement claim.
Please note that 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.
Please note that 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.
Travel expenses to and from the treatment location can be reimbursed if the distance between your home address and the treatment location exceeds a certain number of kilometres each way.
Accommodation costs related to treatment are only covered if the treating medical specialist considers it medically necessary.
Costs for a companion may be covered if medically necessary, or if the insured person is under 18 years of age. Travel expenses for the companion are reimbursed according to the same rules as for the insured person.
Accommodation and companion expenses must be pre-approved by Falck.
The relevant kilometre limit for you, and how expenses are reimbursed, is stated in the current terms and conditions of your insurance.
Accommodation costs related to treatment are only covered if the treating medical specialist considers it medically necessary.
Costs for a companion may be covered if medically necessary, or if the insured person is under 18 years of age. Travel expenses for the companion are reimbursed according to the same rules as for the insured person.
Accommodation and companion expenses must be pre-approved by Falck.
The relevant kilometre limit for you, and how expenses are reimbursed, is stated in the current terms and conditions of your insurance.
Helselos-specific inquiries
No, Helselos provides guidance and follow-up, not treatment.
No, Helselos does not cover sessions with a psychologist, but it can guide you to the right treatment and support.
A health insurance case is submitted through the same website/solution where the Helselos case was submitted. Choose Health Insurance.
).
) in the top right corner.
) in the bottom right corner.