Report a Claim

In the event of the insured's death, the insurer shall pay the sum insured to the beneficiaries in the event of death. If the death of the insured has been caused by the event which shall not be considered as the insured event, the insurer shall pay only the accumulated amount to the beneficiaries in the event of death.

The beneficiary in the event of death, the policyholder or their successors must inform the insurer about the death of the insured and provide the following documents:

• application (available in Lithuanian) for insurance benefit in a form established by the insurer;
• original copy of the insurance policy;
• copy of the death certificate certified by a notary public or a person authorized by the insurer;
• copy of the passport of the beneficiaries in the event of death by presenting the original copy for sighting;
• upon the request of the insurer, other additional documents or information required for investigation of the insured event.

If the insured has been declared to be deceased by a court, the insurer shall be informed of the death of the insured within the period of 30 days from such declaration.

The insurance benefit shall be paid within 30 days from the day of receipt of all the information important for establishing the fact and its circumstances of the insured event.

The surrender value shall be paid not later than within 30 days from termination of the contract or not later than within 30 days from the moment when the policyholder applied regarding the partial withdrawal of the accumulated amount and provided all documents necessary for this.

The costs related to the receipt of the certified documents shall be covered by the person claiming the insurance benefit.

If the beneficiary in the event of death has not been appointed or deceased, the insurance benefit payable in the event of the insured's death shall be inherited in accordance with the procedure laid down by laws.

If the beneficiary in the event of the insured’s survival has not been specified in the contract or deceased, then the payable insurance benefit shall be paid to the insured at the end of the insurance period.

If the event is the insured event, and if the policyholder and the insurer disagree on the amount of the insurance benefit, at the request of the policyholder, the insurer must pay the part of the insurance benefit on which the parties agree where determination of the exact amount of the benefit lasts for more than 3 months.

If the account number of the insured / beneficiary has not been provided after the application for the insurance benefit, then a completed application for the payment of the insurance benefit (available in Lithuanian) must be submitted in addition.

The insurer must prove the circumstances which release him from payment of the insurance benefit or give him the right to reduce the benefit.

In case of the insurance benefit payable in the event of the insured’s death resulting from an accident, the Beneficiary, policyholder or their successors must inform the insurer about the death of the insured  resulting from an accident and provide the following documents:

• application (available in Lithuanian) for insurance benefit in a form established by the insurer;
• original copy of the insurance policy;
• copy of the death certificate of the insured certified by a notary public or a person authorized by the insurer;
• copy of the beneficiary’s passport by presenting the original copy for sighting;
• if necessary, other document certifying the right to the insurance benefit.

Prior to payment of the insurance benefit, the insurer shall be entitled to request the autopsy of the deceased. Any related costs shall be covered by the insurer.

The insurer may request to submit the additional information necessary for determination of the insurance benefit.

The insurance benefit shall be paid to the natural entity within 30 days from the day of receipt of all the information which is important for establishing the fact and its circumstances of the insured event.

In the event of death of the beneficiary, the insurance benefit shall be paid to the natural or legal person entitled to the benefit in accordance with the laws of the Republic of Lithuania.

If the policyholder has not paid any part of the insurance premium, then the insurer shall be entitled to deduct the outstanding part of the insurance premium from the payable insurance benefit.

If the account number of the insured / beneficiary has not been provided after the application for the insurance benefit, then a completed application for the payment of the insurance benefit (available in Lithuanian) must be submitted in addition.

The insurance benefit is equal to a certain percentage of the sum insured. The specific amount of the benefit is determined in accordance with Table for Determination of the Insurance Benefits Payable for Injuries Resulting from an Accident" (Annex No. 1 to the regulations of the additional insurance against injury resulting from an accident No. 005).

The amount of the Insurance Benefit paid within one calendar year of the Insurance Coverage shall not exceed the Sum Insured.

If the insured was covered by the additional insurance against death resulting from an accident at the moment of occurrence of the accident, then the insurance benefit to be paid in the event of injury will be deducted from the benefit to be paid in the event of death resulting from an accident, if such death resulted from the same accident as the injury.

The insurer shall be informed about the insured’s personal injury resulting from an accident immediately and not later than within the period of 30 days from the day of the insured event.

When applying to the insurer regarding the insurance benefit, the following documents shall be provided:

• application for insurance benefit in a form established by the Insurer;
• original copy of the insurance policy;
• documents from a health care institution containing the detailed description of the injury suffered, severity, treatment and consequences thereof;
• other documents certifying the right to the benefit;
• documents certifying the identity.

Any costs related to receipt of the above mentioned documents and required information shall be paid by the persons claiming the insurance benefit.

The insurer may request to submit the additional information necessary for determination of the insurance benefit.

The insurance benefit is paid within 30 days from the day of receipt of all the information important for establishing the fact and its circumstances of the insured event.

In the event of death of the beneficiary, the insurance benefit is paid to the natural or legal person entitled to the benefit in accordance with the laws of the Republic of Lithuania.

If the account number of the insured / beneficiary has not been provided after the application for the insurance benefit, then a completed application for the payment of the insurance benefit (available in Lithuanian) must be submitted in addition.

The insurance benefit is equal to a certain percentage of the sum insured. The specific amount of the benefit is determined in accordance with Table for Determination of the Insurance Benefits Payable for Injuries Resulting from an Accident" (Annex No. 1 to the regulations of the additional insurance against injury resulting from an accident No. 006).

The sum of the insurance benefits paid during the entire insurance period may not exceed the sum insured.

If the insured was covered by the additional insurance against death resulting from an accident at the moment of occurrence of the accident, then the insurance benefit to be paid in the event of disability will be deducted from the benefit to be paid in the event of death resulting from an accident, if such death resulted from the same accident as the disability.

The insurer shall be informed about the injury resulting from an accident immediately and not later than within the period of 30 days from the day of the insured event.

When applying to the insurer regarding the insurance benefit, the following documents shall be provided:

• application (available in Lithuanian) for insurance benefit in a form established by the insurer;`
• original copy of the insurance policy;
• documents from a health care institution containing the detailed description of the injury suffered, severity, treatment and consequences thereof and a copy of the disability certificate.
• other documents certifying the right to the benefit;
• documents certifying the identity.

Any costs related to receipt of the abovementioned documents and required information shall be paid by the persons claiming the insurance benefit.

The insurer may request to submit the additional information necessary for determination of the insurance benefit.

The insurance benefit is paid within 30 days from the day of receipt of all the information important for establishing the fact and its circumstances of the insured event.

In the event of death of the beneficiary, the insurance benefit is paid to the natural or legal person entitled to the benefit in accordance with the laws of the Republic of Lithuania.

If the account number of the insured / beneficiary has not been provided after the application for the insurance benefit, then a completed application for the payment of the insurance benefit (available in Lithuanian) must be submitted in addition.

The insurer shall be informed about the insured’s loss of capacity for work within the period of 30 days from the day of loss of capacity for work. When applying to the insurer regarding the insurance benefit, the following documents shall be provided:

• application for insurance benefit in a form established by the Insurer;
• original copy of the insurance policy;
• documents issued by a health care institution certifying that the insured has totally and irretrievably lost his/her capacity to work, circumstances and reasons of disability, experts’ findings;
• other documents certifying the right to the benefit;
• documents certifying the identity.

The insurer may request to submit the additional information necessary for determination of the insurance benefit.

The insurance benefit is paid within 30 days from the day of receipt of all the information important for establishing the fact and its circumstances of the insured event.

If the account number of the insured / beneficiary has not been provided after the application for the insurance benefit, then a completed application for the payment of the insurance benefit (available in Lithuanian) must be submitted in addition.

The insured, the policyholder or any persons authorized by the insured must notify the insurer about diagnosis of any critical illness for the insured and provide the following documents:

• application (available in Lithuanian) for insurance benefit in a form established by the insurer;
• original copy of the insurance certificate;
• documents from a health care institution containing the approved diagnosis, anamnesis, description of examinations and prescribed treatment which would allow to determine whether the diagnosis is in compliance with the criteria of critical illnesses specified in Annex No. 1 to the Additional Terms and Conditions of Critical Illness Insurance;
• other documents certifying the right to the benefit;
• documents certifying the identity.

Any costs related to receipt of the above mentioned documents and required information shall be paid by the persons claiming the insurance benefit.

The insurer may request to submit the additional information necessary for determination of the insurance benefit.

The insurance benefit shall be paid within 30 days from the day of receipt of all the information important for establishing the fact and its circumstances of the insured event.

In the event of death of the beneficiary, the insurance benefit shall be paid to the natural or legal person entitled to the benefit in accordance with the laws of the Republic of Lithuania.

If the account number of the insured / beneficiary has not been provided after the application for the insurance benefit, then a completed application for the payment of the insurance benefit (available in Lithuanian) must be submitted in addition.

• Take measures as soon as possible to reduce the possible damage and, if necessary, give the victim first medical aid
• Report the incident to the general emergency number 112 or to the appropriate service
• If necessary, use the roadside assistance service (call 1810 or 19111)
• Inform us of the incident within 3 working days by calling the short number 19111 (when abroad, call +370 5 249 1911) or register the claim online
• We remind you that you can report an incident even if it is not known which road user is responsible for it
  - in the event of a traffic accident or theft, call the police at 112
  - in the event of a fire, notify the fire safety service at number 112
  - if there are injured persons, call the emergency medical service at number 112

• If your property has been damaged during an accident, report the accident to the appropriate service as soon as possible (police or fire rescue service with general emergency number 112, emergency service, house management company, association chairman or other necessary organization)
• While you wait for help, take measures to minimize possible damage, as appropriate
• Notify us of the incident within 3 working days by calling the short number 19111 (when abroad, call +370 5 249 1911) or register the claim online
• After registering the event, our representative will arrive at a time convenient for you and assess the damage
• We remind you that in order to receive compensation for damage, you must keep the damaged property until our representative arrives

• To the best of your ability, take measures to reduce the consequences of the accident and, if necessary, provide first aid to the victim
• If there are injured persons, call an ambulance (BITĖ and TELE2 customers - 033, TELIA - 03)
• Within 48 hours contact the health care institution and obtain from it documents proving the insured event - they are required to receive compensation
• Within 30 days of the accident, report the incident to us by calling the short number 19111 (when abroad, call +370 5 249 1911) or register the claim online

• Go to the nearest medical facility as soon as possible or call the general emergency numbers: 112 (in Europe) or 911 or contact the assistance company:

- Assistance company "OPS LT" 24/7

 - Phone: +370 5 203 4888

 - Email by mail: compensa@ops24.eu

• The assistance company will help you get the necessary medical help and avoid unplanned expenses

• At the treatment facility, ask for a document containing the following data:
  - patient's name and surname
  - date of event and date of application
  - duration of treatment, diagnosis, performed tests and prescribed treatment

• Take the original documents proving payment (invoices, receipts).
• To receive reimbursement for medical expenses incurred, please keep the originals of the documents received and submit them to us upon your return from your trip. Contact us by calling the short number 19111 (when abroad, call +370 5 249 1911) or register a claim online. In cases where you have paid for medical services with your own funds, you should report the incident within 7 days of your return to Lithuania

• If your luggage is delayed or damaged/destroyed/lost after your flight:
  
  - Notify the airline representative immediately and obtain documents confirming the incident, which must include the date of the incident, the reason, the actual delivery time of the delayed baggage or the fact of loss/damage;
  - If you have incurred expenses for the purchase of essential everyday items due to delayed baggage, keep the documents confirming the purchase.

• If your luggage was stolen during your trip:
  
  - Contact the police of that country immediately and get a written confirmation of this fact.
  - Report the incident to us immediately, but no later than within 7 days of your return to Lithuania, by calling the short number 19111 (when abroad, call the number +370 5 249 1911) or register the damage online.

• In case of cancellation or interruption of the trip and in case of delay to the plane (train, ferry, ship), contact the official authorities immediately and obtain from them and submit to the Insurer the documents confirming the event
• In the event of a delay to an intermediate travel point, contact the carrier, obtain and submit to the Insurer a written confirmation from the carrier (airlines, trains, ferry lines, etc.) about the delay of the vehicle (plane, train, ferry, ship) on which you traveled and the delay or delay the reason

• If you are required to compensate for damage caused to the property, health or life of third parties, immediately inform the Insurer and submit the following documents:

- Third-party claim for damage;

 - Certificate issued by the competent authorities with the circumstances and consequences of the event;

 - Documents confirming the fact and amount of damage caused during the incident.