Terms of Business

Vhi Group DAC is a holding company for a number of insurance and healthcare services companies, including:

Vhi Healthcare DAC, trading as 'Vhi Healthcare', an insurance intermediary, regulated by the Central Bank of Ireland.

Vhi Insurance DAC, trading as 'Vhi insurance', a non-life insurance company, regulated by the Central Bank of Ireland. The company is also included on the Register of Health Benefit Undertakings maintained by the Health Insurance Authority.

Vhi Group Services DAC which provides shared services to the Vhi group of companies.

Vhi Health and Wellbeing Holdings DAC which is a holding company for health and wellbeing companies in the Vhi group.

For more information on Vhi's group of companies please refer to vhi.ie/corporate-governance

Vhi Insurance DAC and Vhi Healthcare DACs registered office is at Vhi House, Lower Abbey Street, Dublin 1.

Customer Charter

Phone or call into one of our offices in Dublin, Cork or Kilkenny on:

• (056) 444 4444 (quotation and policy queries) or log onto our website at www.vhi.ie
• Postal correspondence to be sent to Vhi, IDA Business Park, Purcellsinch, Dublin Road, Kilkenny.

The regulated products offered by Vhi Healthcare DAC on an intermediary basis in Ireland are:

• Health insurance.
• International health insurance, travel insurance and dental insurance.
• Life Term Insurance and Mortgage Protection Insurance.

Vhi Insurance DAC and Vhi Healthcare DAC's regulated activities are subject to the Central Bank's Minimum Competency Code 2017 and the Consumer Protection Code 2012 which protect consumers when dealing with regulated financial services providers. Both Codes can be located on the Central Bank of Ireland's website www.centralbank.ie.

See Vhi's Code of Conduct here.

Vhi Healthcare DAC sells products on a limited analysis of the market basis. This means that it only supplies products and services for providers with which it has an agency agreement. 

Vhi Healthcare DAC is tied to:

• Vhi Insurance DAC for health insurance in Ireland. Vhi Insurance DAC underwrites this business and is regulated by the Central Bank of Ireland. 
• Zurich Life Assurance plc for Vhi Life Term Insurance and Vhi Mortgage Protection. Zurich Life Assurance plc underwrites this business and is regulated by the Central Bank of Ireland. 
• Collinson Insurance Europe Limited for Vhi International Health Insurance, Vhi Dental Insurance and Vhi MultiTrip Travel Insurance. Collinson Insurance Europe Limited and Collinson Insurance Solutions Europe Limited are authorised by the Malta Financial Services Authority in Malta and are regulated by the Central Bank of Ireland for conduct of business rules.

Vhi Healthcare DAC receives commission from its underwriters for the services it provides on an intermediary basis, as follows:

• Vhi Health Insurance: Vhi Healthcare DAC receives as commission from Vhi Insurance DAC a portion of premium (between 6% and 8%) for the sale to and delivery of customer service to Private Medical Insurance customers.
• Vhi MultiTrip: Vhi Healthcare DAC (“Vhi”) receives as commission from Collinson Insurance Solutions Europe Limited (“Collinson”) a portion of premium (between €22 and €133, per base policy) for the introduction of Vhi MultiTrip Travel Insurance business. Vhi may also receive additional remuneration from Collinson subject to the historical underwriting performance of the overall book of business.
• Vhi Dental: Vhi Healthcare DAC (“Vhi”) receives as commission from Collinson Insurance Solutions Europe Limited (“Collinson”) a portion of premium (between 9% and 11.2%) for the introduction of Vhi Dental business. Vhi may also receive additional remuneration from Collinson subject to the historical underwriting performance of the overall book of business.
• Vhi International: Vhi Healthcare DAC (“Vhi”) receives as commission from Collinson Insurance Europe Limited (“Collinson”) a portion of premium (between 17% and 33%) for the introduction of Vhi International business. Vhi may also receive additional remuneration from Collinson subject to the historical underwriting performance of the overall book of business.
• Vhi Life & Mortgage Protection: Vhi Healthcare DAC (“Vhi”) receives commission from Zurich Life Assurance plc for the introduction of Vhi Life Term and Vhi Mortgage Protection business. Details are available in the Vhi Life Term/Mortgage Protection Customer Guide Policy Documents (Section A.4 What intermediary/sales remuneration is payable?) which is available on vhi.ie

We accept payment by credit card, direct debit and cheque in respect of most classes of insurance. Payment options may vary. If there is a company salary deduction arrangement in place with your employer, you may avail of this payment by instalment facility. We do not apply surcharges for premiums paid by instalment.

If you breach your health insurance contract during the 12 month contractual term, we may apply charges. We will seek to recover the amount of the Government Health Insurance Levy that remains outstanding for the balance of the contract term, calculated on a pro-rata basis and will also charge an administration fee of €50. We may charge the full remaining premium where you breach your Vhi Dental contract during the renewal year to cover our administration costs.

We renew health insurance policies automatically to ensure continuity of cover and we will collect premiums by the agreed payment method. You will be notified of your renewal at least 20 working days in advance and will have up to 14 days from your renewal date to amend or cancel your policy without penalty.

If a change to a method of payment, in respect of most classes of insurance results in a premium refund/shortfall of less than or equal to €10, no charge/refund will be made due to the administration costs involved. Any refunds due will be made payable to the policyholder.

If you fail to make any payments within the required or agreed time, fail to provide any documents or information which we have requested, act dishonestly or not within the terms of contract or agreement, we may, having provided prior written or verbal warnings/reminder notices, cancel the policy, not process any claims, or it may require you to repay any previous claims which have been paid out, pay any arrears which are due on your account or pay costs incurred by us as a direct result of your action or inaction.

The Vhi group of companies is required to comply with the Data Protection Legislation, including the General Data Protection Regulation (GDPR). Under the GDPR, a consumer's personal data shall be stored securely and used only for purposes for which it was gathered. We will contact you as necessary about the products you hold with us. We may contact you by post, phone, SMS text message or email about other Vhi products or services which may be of interest to you, provided you have indicated that you would like to receive such information. If you wish to change your direct marketing preferences, please contact us at the number above or online at Vhi.ie/contact. If you would like a copy of the personal data that we hold about you, please contact us to let us know at the following address: The Data Protection Officer, Vhi, Vhi House, Lower Abbey Street, Dublin 1 or send an email to dataprotection@vhi.ie

We have a Conflicts of Interest policy in place for all of our employees. It is our policy to avoid conflicts of interest when providing services to our customers. However, if you feel that your interests have not been fairly protected, please contact us to give us the opportunity to resolve any issues you may have.

We value your feedback, especially if we fail to deliver a high standard of service to you. Your feedback provides us with an opportunity to rectify a problem and ensure it does not re-occur. If you would like to give feedback on your experience with Vhi, or have a cause for complaint, please phone (056) 444 4444. If Vhi has given you a final response and you are still dissatisfied, you may also refer your case to:

The Financial Services and Pensions Ombudsman (FSPO), 3rd Floor, Lincoln House, Lincoln Place, Dublin 2.

• Phone: (01) 567 7000, Fax: (01) 662 0890
• Email: info@fspo.ie
• Website: www.fspo.ie

Vhi Healthcare DAC is a member of the Investor Compensation Scheme established under the Investor Compensation Act, 1998.The main purpose of the scheme, as provided for under the Investor Compensation Act, 1998, is to provide adequate funds out of which customers of failed investment or intermediary firms are compensated. Where there is an entitlement to compensation under the scheme, the compensation payable will be up to 90% of the loss recognised as eligible for compensation to a maximum compensation of €20,000.

While every care has been taken to ensure that all information contained in this document is accurate and correct, Vhi cannot be held responsible for any inaccuracies contained therein. Full details of our products and any cover under any policies you may have, may be found on your policy documents. If you need our help, contact us directly.

These Terms of Business govern the relationship between Vhi Health & Wellbeing DAC (hereinafter referred to as "the Provider") and you, the patient (hereinafter referred to as "the Patient").

The services provided to the Patient are covered under the Patient’s health insurance plan with Vhi Insurance DAC or may be covered through affiliated entities within the Vhi Group, including Vhi Healthcare DAC. Some services may be covered under the Patient’s health insurance plan with Vhi Insurance DAC, while others may be provided outside the scope of insurance cover. By receiving services, the Patient agrees to these terms in conjunction with the terms of their insurance policy, where applicable.

The Provider offers healthcare services to the Patient in accordance with the terms of the Patient’s health insurance policy, where applicable. Certain services may be delivered outside the scope of insurance cover and will be communicated to the Patient as required. 

Appointment booking

• By booking an appointment with the provider, you agree to abide by the following terms and conditions. These terms are established to ensure a clear understanding between the provider and the patient.
•  All appointments with the exception of Urgent Care, must be booked in advance through one of the following options:

1. Via the MyVhi App (for appropriate service lines).
2. Contacting the relevant administration team via phone or email.
3. Our Clinical Call Centre at: 01-448 2450 or relevant administration team that may have been communicated to you.
4. At the desk after an appointment or after an Urgent Care visit.

This procedure ensures that appointments are scheduled in an orderly manner and that resources are allocated efficiently.

• You will receive confirmation via SMS and/or email once your appointment has been booked and confirmed on our system. 

A reminder SMS will be issued 7 days prior to and 3 days prior to your appointment date. 

Notice Period and Appointment Cancellation Policy

A notice period of at least 48 hours is required when altering a scheduled appointment. For some services the notice period is at least 72 hours, and you will be informed of this at the time of booking your appointment. This notice period allows us to offer the slot to another patient in need of services and manage our schedule effectively.

To ensure that our services are accessible to all patients, we may require a deposit or debit/credit card hold to secure your appointment. This will vary by service.  If this is required, you will be informed of this at the time of booking your appointment.  This secures your scheduled time and allows us to allocate the necessary resources to provide the best possible care.

Cancellation and Rescheduling Policy

We understand that situations may arise that require you to cancel or reschedule your appointment. However, to respect the time of both our patients and providers, we ask that you inform us at least 48 hours or 72 hours (where appropriate) prior to your scheduled appointment if you need to cancel or reschedule. To cancel or reschedule your appointment, please contact our Clinical Call Centre at: 01-448 2450. You will receive a confirmation once the cancellation or rescheduling is complete.

Failure to notify us within this time frame may result in a charge which will be communicated to you at the time of booking your appointment.  If you do not cancel or reschedule at least 48 hours before your scheduled appointment time, your deposit will become non-refundable, or a charge may be processed against the debit/credit card provided at the time of booking.

 

Payments and Prepayments

• We accept various forms of payment, including credit/debit cards and electronic funds transfers. We do not accept cash for security and administrative reasons.
• Appointment-based services may require a deposit, or a debit/credit card hold at the time of booking. This policy ensures the commitment of both parties to the scheduled appointment.

Deposit or Debit/credit Card Hold (If Applicable)

Appointment Attendance

If you attend your appointment as scheduled and you are:

• Discharged from care:

o   Your deposit will be deducted from the amount payable or 

o   A release will be placed on your debit/credit card hold

• Booked for a follow up appointment

o   A further deposit may be required, or a debit/credit card hold will be required to secure your next appointment.

 

Rescheduling an Appointment

• If you reschedule your appointment, a deposit or debit/credit card hold may be required to secure your new appointment.

 

Cancelling an Appointment OR Not Attending an Appointment

• If you cancel your appointment at least 48 hours or 72 hours (where appropriate) before your scheduled appointment time, your deposit will be refunded to your original payment method, or your debit/credit card hold will be released.
• If you fail to cancel your appointment at least 48 hours or 72 hours (where appropriate) before your scheduled appointment time or do not show up for your scheduled appointment, your deposit will be non-refundable, or a charge may be placed on your debit/credit card. This may not apply in cases of medical emergency or a situation that prevents you from attending your appointment – refer to section 3.6 for further details.  This policy is in place to compensate for the time and resources that have been allocated to your appointment.

Changes to Appointments by Vhi

• The provider reserves the right to make changes to your appointment schedule when necessary. In such cases, we will make reasonable efforts to notify you in advance and accommodate your preferences. These changes may be required due to unforeseen circumstances, such as emergencies or staffing adjustments.

Certain healthcare services may be covered by your insurance policy. It is your responsibility to verify the coverage details with your insurance provider prior to booking your appointment to avoid unexpected costs.

• If your services are covered by insurance, you will be required to provide your insurance policy information before or at the time of your appointment. This information is necessary to process claims and to determine any additional payments that may be required from you.
• If you are unable to provide your insurance policy information, you will be required to pay for services in full at the time of your visit. You can then seek reimbursement directly from Vhi insurance.  For our urgent care services, if you cannot provide your insurance policy information, the consult charge must be paid in full before your appointment. Any additional charges incurred will need to be settled at the administration desk during check-out.
• Please note, where a service relates to a pre-existing condition that is not covered under your insurance policy, or where your insurance provider declines coverage for any reason, you may be responsible for the full cost of the service. In such cases, payment may be required directly from you, and you may wish to consult your insurer regarding any potential reimbursement.

The Patient agrees to pay any applicable excess, or charges for services that are not covered by their insurance at the time of service. The amount due will be determined by the terms of the patient’s insurance contract.

We understand that unforeseen circumstances may cause you to arrive late for your appointment. However, we cannot guarantee that you will be seen if you arrive 15 minutes late or more. Your appointment may need to be rescheduled to ensure that other patients are not inconvenienced.

In the event of a genuine emergency or unforeseen circumstance that prevents you from attending your appointment, please contact us as soon as possible. These situations will be reviewed on a case-by-case basis, and cancellation charges may be waived at our discretion.

For any inquiries or concerns related to your appointment, cancellations, or other matters, please contact our dedicated Clinical Call Centre on 01 448 2450 or relevant administration team that may have been communicated to you.

Your personal information and healthcare records will be treated with the utmost confidentiality, in compliance with all applicable laws and regulations. For further information on how we process your data please see our data protection notices on the Vhi website.

If the Patient has any complaints regarding the services received, they should follow our complaints process the terms of which can be provided upon request. In cases where the issue relates to insurance coverage, the Patient should first contact their health insurance provider. 

The Provider reserves the right to amend these Terms of Business from time to time. Any significant changes will be communicated to the Patient. Continued use of services after such notification will constitute acceptance of the revised terms.