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Supporting you during COVID-19 (Coronavirus)

Vhi is continuing to work hard to support you through COVID-19

COVID-19 and MultiTrip Travel Insurance

Due to travel restrictions as a result of COVID-19, Vhi provided all customers who were Vhi MultiTrip customers on 31st December 2020 with six months free extension of cover. From 1st September 2021 we have introduced an enhanced COVID-19 benefit for all Vhi MultiTrip customers renewing from this date and for new customers. If you took out a Vhi MultiTrip policy prior to 1st September 2021 or you still receiving a free extension of cover some of your Vhi MultiTrip benefits will differ.

Supporting your health and wellbeing

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ONLINE HEALTH TEAM

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MEET THE VHI HEALTH SQUAD

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EMOTIONAL WELLBEING

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MUM AND BABY SUPPORTS

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WELL@HOME

Advice and supports for our 'cocooning' members at this time.  Find out more >

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The Health Service Executive (HSE) and the Department of Foreign Affairs and Trade (DFA) are regularly updating their advice.

 

For information regarding the COVID-19 situation in Ireland please see the HSE website at www.hse.ie/coronavirus

 

For information regarding travel and to see the list of areas where nonessential travel is advised against, visit the Department of Foreign Affairs Website at www.dfa.ie/travel/travel-advice/coronavirus

 

For information about impacts to your policy please refer to the relevant section below.

Advice and FAQs

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VHI HEALTH INSURANCE - FAQs

The HSE are providing guidance and advice on COVID-19. This advice should be followed at www.hse.ie/coronavirus

Is SwiftCare still open for patients to attend?

At Vhi SwiftCare Clinics we have put plans in place to safely manage all our patients during the COVID-19 pandemic. In order to minimise the risk of spending time in open waiting areas, we have moved to an appointment only service.

How can I get an appointment for SwiftCare?

Please call us before attending the clinic on 01 448 2450 and we will organise an appointment for you. Appointment hours will be 10am to 8pm, Call Centre hours 9am to 8pm.

How should I pay for my SwiftCare appointment?

In the interest of patient safety, we request that payments are made by contactless card / phone, where possible.

I have an appointment booked in Vhi Screening. Will this go ahead?

Our screening service is temporarily closed due to COVID-19 and will resume in due course. If you would like more information, please call: Vhi Screening Centre 056 775 3010

Can I use my day to day benefit for an online GP consultation?

Day-to-day GP benefit can now be used to claim for telephone or online GP consultations provided by any registered GP (as per your Table of Benefits).

Does Vhi have an online GP service?

Vhi online GP is available via the Vhi Health Assistant App between 8.00am - 10.00pm Monday to Friday and 10.00am - 8.00pm on weekends.

I am abroad and need to be hospitalised, am I covered?

Vhi health insurance customers are covered for hospitalisation up to the maximum on their plan (€65K or €100K, see plan detail).

Customer queries should be made to the Vhi Assist Team.

Travel to USA & Canada: 1800 364 9022

Travel to Rest of World: 01 448 2444 or 00353 1 448 2444

If I choose to travel to a country on the DFA’s non-essential travel list will I be covered?

Yes, you will be covered under Vhi Assist for emergency medical events including for COVID-19, if you travel to a country with an ‘Avoid all non-essential travel’ warning i.e. an Orange security rating as defined by the DFA, in accordance with the rules of your health plan. We will not however, provide cover if you travel to a country with a 'Do Not Travel' warning i.e. a Red security rating. This position is reviewed by Vhi on a regular basis and may be subject to change. We recommend that you check the up-to-date position with us prior to travel. Here’s how you can get in contact:

Customer queries should be made to the Vhi Assist Team.

Travel to USA & Canada: 1800 364 9022

Travel to Rest of World: 01 448 2444 or 00353 1 448 2444

Vhi Healthcare are committed to meeting the needs of our customers during the Covid-19 emergency. We are providing an additional range of supports and alternative means of accessing benefits during Covid-19. Click here to find out more about the interim Terms and Conditions that apply to these services.

 

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VHI INTERNATIONAL - FAQs

Vhi are reducing premium on domestic PMI / Dental plans, why am I not being offered a refund on my International insurance?

Your international health insurance policy is not affected.

Vhi International health insurance covers members for private medical care all over the world. Governments worldwide are applying different measures to combat COVID-19. Vhi International offers extensive medical cover for members including those who are diagnosed with COVID-19.

 

I have returned to Ireland temporarily and intend to return overseas once travel restrictions are lifted. Can I move to a domestic PMI plan while in Ireland?

Vhi now offers cover in Ireland for up to 179 days so you have full cover for in-patient treatment, day to day expenses etc. in Ireland.

However, if you wish to move to a Vhi private health insurance plan, there is no issue doing so and returning to Vhi International when you leave Ireland again. Your waiting periods will remain intact as we offer a seamless transition between our domestic and international healthcare plans.

 

I am a Vhi International member and currently based overseas, what is my medical cover for COVID-19?

If you are abroad and hospitalised in relation to COVID-19, please call +353 46 9077377

I am due to travel to an affected area for a work assignment, am I covered?

For countries the DFA advises ‘avoid non-essential travel’ if it is essential for you to travel to an affected area, you will be covered for medical treatment under the terms and conditions on your policy. Travelling for work is considered as essential travel. There is no cover if travelling to an area the DFA website advises ‘do not travel’.

I have a travel claim under Vhi International, do I follow the guidelines of the local government in the country I reside in?

Vhi International will accept guidelines from either the local government in the country where you reside, or the DFA.

For medical or claims queries please call +353 46 9077377

For members in the USA call the toll free line: 1800 852 7747

You can also email us at vhi.international@collinsongroup.com

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VHI DENTAL - FAQs

Why did you decide to waive the premium by 30%?

Most dental practices are open for emergency treatment only with other non-essential treatments and treatment plans postponed. In recognition of this, we are waiving 30% of premium for Dental Insurance for the three months.

Why 30% on Vhi Dental when you are waiving an average of 50% on PMI?

These are different products and there are different circumstances resulting in the waiver. Full annual benefits and limits are still available to you over the 12 months of your contract. As a result, we are waiving 30% of premium for Dental Insurance for the three months.

We looked at the likely fall off in claims figures and the cover provided for; based on this came up with the percentage waiver amount.

My dental policy is due for renewal. Why should I renew when I cannot be provided with a service?

By renewing your policy now, it allows you to renew your policy on the existing price. Should there be any price changes throughout the year, your policy will be unaffected.

Emergency dental treatment is covered under the plan

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Vhi MultiTrip Information

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COVID-19

Vhi MultiTrip changed underwriter to Collinson Insurance Europe Limited  on September 1st 2021. This provided the opportunity to make some changes to our travel insurance policy, most notably we have improved our cancellation and curtailment cover for COVID-19 for anyone purchasing or renewing from 1st September 2021 onwards.

Members who purchased before 1st September 2021 and members on free policy extensions will receive these new benefits at their next renewal date. If you are an existing Vhi MultiTrip customer and would like these new benefits immediately, you can change over to this new policy immediately.

Am I covered for COVID-19?

Existing customers: If you purchased or renewed your policy before 1st September 2021 or if you are on a free policy extension:

Once you are not travelling against Government advice, you will be covered for COVID-19 medical emergency cover as well as for outpatient medical cover.

On your current policy there is no COVID-19 cancellation or curtailment cover. These benefits will be available to you from your next renewal. If you are an existing Vhi MultiTrip customer and would like these new benefits immediately, you can change over to this new policy now by contacting us on 056 444 4444.

New customers from 1st September onwards:.

Once you are not travelling against Government advice you will be covered for COVID-19 medical emergency cover as well as for outpatient medical cover. There will also be cover for:

·         Cancelling your trip.

·         Cutting your trip short due to COVID-19.

·         Delays in getting your PCR test results at the airport.

·         Cover for medical emergencies and outpatient expenses due to COVID-19.

All of these benefits are subject to your T&C’s , if you need to make a claim due to COVID-19 please contact our MultiTrip claims department on 046 9077358.

Do I have cover for cancellations if I or one of my children contract or test positive for COVID-19 before we travel?

Existing customers: If you purchased or renewed your policy before 1st September 2021 or if you are on a free policy extension:

There is no cover for cancellations as a result of a positive COVID-19 test under your current policy.  These benefits will be available to you from your next renewal. If you are an existing Vhi MultiTrip customer and would like these new benefits immediately, you can change over to this new policy now by contacting us on 056 444 4444.

New customers from 1st September onwards:

Your policy covers for you for a number of benefits towards Covid-19.

Trip disruption – cancelling your trip

•         The death or hospitalisation of you, an immediate relative, a travelling companion or someone you are planning to stay with.

•         Within 14 days of the start of your trip, you or someone you are travelling with test positive for COVID-19.

•         You are certified as too ill to travel due to COVID-19 by a medical practitioner.

Trip disruption – missed departure from Ireland

•         If you are required to produce a negative COVID-19test result before exiting Ireland and the result is delayed causing you to miss your departure or connection.

Trip disruption – cutting short your trip

•         The death or hospitalisation of you, an immediate relative, a travelling companion or someone you are planning to stay with.

•         During your trip outside of Ireland you test positive for COVID-19.

•         COVID-19 testing in Ireland – If you are unable to depart from Ireland because you test positive for COVID-19.

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HOW AM I COVERED

For a summary of your benefits, If you purchased or renewed your policy before 1st September 2021 or if you are currently on a free policy extension, log into MyVhi.

See your full Terms and Conditions here

If you purchased your policy on or after 1st September 2021:

For a summary of your benefits including COVID-19 related cover

·         Members Under 65 please click here

·         Members Over 65 please click here

For your full Terms and Conditions please click here

1.       I have a current policy, so does that mean I’m automatically covered to travel or do I need to notify you?

Once you are not travelling against government advice, you are covered to travel. You should check the security status of the country you are visiting on the Department of Foreign Affairs website before you travel. Please visit www.dfa.ie.

2.       If the Department of Foreign Affairs (DFA) changes their advice while I am abroad to 'Avoid Non-Essential Travel' how am I covered?

If DFA advice changes to “Avoid Non-Essential Travel” while you are abroad, your Vhi MultiTrip policy will cover you up to the limits on your policy until you return home.

3.       I am insured, what do I do if anything happens on my upcoming trip?

For medical emergency assistance abroad, please call:

USA & Canada toll free 1800 364 9022

Rest of world +353 1 448 2444 (collect calls accepted)

Email: worldassist@vhi.ie

For non-medical emergency claims queries, you can call +353 46 9077 358.  

4.        I have a family/couple policy, are we covered to travel independently, even if under 18?

Yes, members on the policy can travel separately and still be covered

5.      How do I find out if I have a current travel insurance policy? I am travelling/thinking of travelling and need to know if I am insured?

Option 1

You can check if you have an active Vhi MultiTrip policy on the Vhi mobile app under the ‘My Policy’ section. If you do not have the Vhi app, you can download it from the App Store or Google Play.

Option 2

Log into MyVhi to see if you have a current MultiTrip policy and check your next renewal date.

If your policy was due for renewal any date between 1st January 2021 and 31st December 2021 , we will have sent you a letter or email about how we extended your cover for a free period. A renewal notice will be issued to you 30 days before the end of your free cover.

6.       My policy cancelled but I want to renew with Vhi MultiTrip.

A: You can get a quote and buy online here.

7.       I need proof of my cover and cannot find the letter or email you sent saying my policy was being extended.

A: The easiest way to check if you have an active policy is online through MyVhi or the Vhi app. Once you’ve confirmed you have a policy by checking on MyVhi or the Vhi app, this is proof of your cover. If you cannot find the letter or e-mail informing you of your policy extension and you are travelling to a country that requires this document please contact us by e-mailing  info@vhi.ie or alternatively calling us on 01-6502697 and we can re-issue this document to you.

 

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GENERAL QUERIES

1.       I’ve logged into MyVhi and I see my travel policy number but I can’t see anyone else who’s named on it?

Only the policy holder can see all names insured on their policy due to GDPR. However, each insured person can register and log in to MyVhi to view any policies they are insured on.

2.       I‘m trying to register on myvhi.ie and its telling me my email is linked to another account.

You may already be registered with that email address. You can try ‘the forgot password’ option and you will be sent an email to reset your password if you have previously registered yourself on MyVhi.

Please note two people cannot register with the same email address. For example, you cannot register joe.blogs@x.com for you and your partner/child. You each must use a separate email address. You cannot register yourself under more than 1 email address but you can update your email address under your profile on MyVhi

3.       I’ve tried to use ‘the forgot password’ option for MyVhi and it won’t work or is telling me it will email me with a link to reset my password, but nothing has come through?

You may not be registered with that email address. You will only be sent an email to reset your password if you have previously registered yourself on MyVhi. If you continue to have issues contact us on 056 444 4444.

General enquiries:

1.       I am going to work/study abroad and will be spending more than 6 months abroad over the next year, does my MultiTrip travel policy cover me?

MultiTrip can only cover you abroad for up to 6 months per year. If you plan to be abroad for more than 6 months, we offer a health insurance product called Vhi International. This replaces your domestic healthcare plan and ensures you comprehensive cover while abroad. For more information about Vhi International or call us on 01 650 2697.

2.       My travel policy is coming up for renewal in 2021 and I want to renew or cancel my policy.

If your policy is on auto-renewal, you don’t need to do anything. We will contact you in advance of your renewal date with all the relevant information.

If your policy is on manual renewal you can manually renew and make payment through your MyVhi account prior to your renewal date. You will receive your renewal notification 30 days in advance of your renewal date. You can make payment at any stage during the 30 day window. Alternatively if you wish to cancel your policy, please call us on 01 650 2697.

3.       I am currently insured but want to make changes to my policy e.g. add a person or include an optional add on – can I do this online?

Yes, you can do this through your MyVhi. For members on free policy extensions, you will need to contact us by phone to arrange policy changes. Please call us on 01 650 2697               

4.       If I have to cancel my trip, will I be able to claim all my costs back?

If your trip has been booked or paid for via one or more of the following, you must contact them to discuss a refund before claiming from us:

·         A tour operator.

·         An airline

·         Any other travel, accommodation or service provider

·         Credit or debit card provider or other payment providers such as PayPal or Apple Pay

If you are unable to obtain a refund/voucher reimbursement at first and we assess that your travel provider is legally obliged to refund you, we will ask you to make a reasonable attempt to pursue payment from them before we consider your claim. Please refer to your policy terms and conditions.

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For all enquiries, you can call us on 056 444 4444.

Email us at: info@vhi.ie

A limited web chat service is available here.

 

Vhi NurseLine - call 1800 247 724 or from abroad call +353 46 90 77375

Vhi Online Doctor - please book an appointment through the Vhi Health Assistant App.

Or see our Vhi SwiftCare Clinics

 

We have taken the decision to close our public offices for the health, safety and welfare of our staff and customers. Offices will re-open as soon as it is safe to do so. We apologise for any inconvenience caused at this time.