Coronavirus FAQ

To provide you with help, we have collected answers to the FAQs related to the effects of coronavirus on banking and insurance transactions.

Using our services

 

We seek to provide all our services through our digital channels. We provide branch services in essential situations only. Some of our banks’ branches are now offering service hours to our customers who need special support. Follow your own bank’s communication to get more information on the service hours.

Go to your own bank's site

Please follow official recommendations and stay at home if you have returned from abroad within 14 days or you have any mild flue symptoms. Please note that we avoid shaking hands during this infectious disease outbreak.

Due to this exceptional situation, OP cooperative banks may have been forced to change their opening hours. First check if your OP cooperative bank has exceptional opening hours. >

We have closed individual branches for the time being but we intend to ensure continuous services at sufficient level across Finland.

We will pay special attention to ensuring services for customers who are unable to use our online bank. For example, we aim to change customer bills paid at teller counters to direct payments and will ensure that our customers have payment envelopes for at least one month’s need. We seek to inform of any changes as actively as possible.

It is important that people help those around them who can’t use an online bank, banking app or payment card. For example, older people, people with intellectual disabilities or those under legal guardianship may need support.

Please make sure, together with the person you’re helping, that all their payments will be made in some other way than by visiting the bank branch. Regular payments can be changed into direct payments which are free of charge. It means that a bill will be automatically paid on time, using the correct payment details. If using a direct payment is not possible, a payment envelope is another method. In that case, please make sure that the person you’re helping has enough payment envelopes for coming payments. You can go to any OP cooperative bank branch and get payment envelopes for the person.

Read more about direct payment, payment envelopes and other ways to pay bills

Bank branches’ teller services have many customer contacts. Using our services must be as safe as possible especially for people in risk groups. This is why it’s important that all customers who can use our self-service channels – OP-mobile, op.fi (in Finnish for private customers) or payment card – do use them and avoid visiting our branches.

We seek to change branch appointments made earlier into meetings over the phone. You can also change the already-appointed meeting into a phone meeting at op.fi (in Finnish for private customers). You can book a new phone meeting at op.fi.

How to change your appointment into a phone meeting:

  1. Go to Tulevat neuvottelut (Future meetings)
  2. Select Muokkaa (Edit)
  3. First deselect Neuvottelu konttorissa (Meeting at branch) and then select Puhelimitse (by phone) as the meeting method
  4. Search for available times
  5. Confirm your appointment

By logging into op.fi (in Finnish for private customers), you can find our chat service where our customer service robot serves you. Through our chat, you will quickly receive answers to the most common questions. For the moment, however, the chat service will not provide answers to insurance questions.

Due to the exceptional situation, any person trusted by the distributees of a death estate can deliver bills and documents to an OP branch. In other words, any distributees belonging to a high-risk group need not go to an OP branch to handle the matters of a death estate.

Distributees who are customers of OP can also send us bills and documents digitally, as attachments to an online message, after which they will be processed by OP.

As a general rule, an estate inventory must be completed within three (3) months of the date of death. If necessary, it is possible to request an extension from the tax authorities, free of charge.

You can complete the home purchase/sale with OP Koti digitally, without physically attending a closing session at the bank. OP Koti’s digital estate agency platform allows both the seller and the buyer to sign documents online using their online banking details.

Read more about OP Koti’s digital estate platform

 

Repayment holiday

 

We grant a repayment holiday to home loans and secured consumer loans. We offer this opportunity to those customers whose loan repayment capacity has temporarily become more difficult because of the coronavirus.

We recommend that you only apply for a repayment holiday if you need it. Applying for it just in case will increase the waiting and processing times in our loan service.

You can apply for it through the op.fi service. To get the benefit, you will need to include a document in the application that shows how the coronavirus has affected your livelihood and repayment capacity. In payment modifications, we otherwise follow the processes and criteria that are generally followed at OP. 

Please note that the price benefit is intended to make the situation easier for the households that have temporarily drifted into payment difficulties because of the coronavirus.

We grant a maximum of 12-month repayment holiday without any service charge. The service charge based on the list of service charges and fees is normally 100 euros (120 euros as of 1 April 2020). This price benefit is effective until further notice.

Unfortunately, there is a backlog in application processing due to a large number of applications in this special situation. We aim to respond to each application as soon as possible. Please prepare for a waiting period of a few weeks. We do everything we can to speed up the processing of applications. We apologise for this situation and appreciate your patience and understanding.

We will process each application and situation on a case-by-case basis. If you have difficulties in repaying your debt, you can submit a new repayment holiday application.

If our processing and decision is delayed due to this peak period, we will come up with the best possible solution for you on a case-by-case basis. Please wait until you receive our solution. Any further contacts will further increase the waiting times in our service. We do everything we can to speed up the processing of applications. We apologise for this situation and appreciate your patience and understanding.

Lyhennysvapaan maksimipituus (12 kk) lasketaan hakemuspäivästä alkaen. Lyhennysvapaata ei siis kannata hakea ennakkoon vaan lähempänä toivottua ajankohtaa.

You can make changes by logging into op.fi (in Finnish). With your Flexible Consumer Credit or Special Consumer Credit, you get every year one grace month during which you won’t make a repayment or pay interest. The grace month is free of charge.

You can edit your monthly repayment or due date or increase the amount of your Flexible Consumer Credit, if necessary.

Read more about making changes

If you are an OP customer and you have a user ID for OP eServices, you can see your car finance details and status by logging into the op.fi service. You can find the details on the Omat lainat (My loans) page.

If you don’t have a user ID for OP eServices, you unfortunately cannot check your financing details online. However, you can check the remaining financing amount conveniently from the most recent invoice, or you can call our customer service, tel. +358 10 252 5843.

We offer our private customers a repayment holiday of three (3) months for their car’s hire purchase agreement, if the coronavirus pandemic has affected their repayment capacity negatively.

A repayment holiday for hire purchase financing means that regarding your hire purchase agreement you only pay the credit interest and handling fee. The repayment holiday will make your agreement period three months longer – the same time as the repayment holiday. We won’t charge any separate service fees for changes that have been made because of the coronavirus pandemic.

You can apply for a repayment holiday for a car’s hire purchase financing granted by OP Corporate Bank at https://rahoitus.op.fi/lyhennysvapaa (in Finnish)

We won’t contact you separately if we don’t need any extra information for the application. When your application has been processed, we will send you a new repayment plan in the form of an encrypted email.

Unfortunately, there is a backlog in application processing due to a large number of applications in this exceptional situation. We aim to respond to each application as soon as possible. Please prepare for a waiting period of a few weeks. We do everything we can to speed up the processing of applications. We apologise for this situation and appreciate your patience and understanding.

Voit hakea maksuohjelman muutosta OP Yrityspankin myöntämään OP Autoleasing -sopimukseen lähettämällä sähköpostin osoitteeseen sopimusmuutos@op.fi.

Kerrothan sähköpostissasi seuraavat asiat:

  • Yhteystietosi
  • Puhelinnumero, sähköpostiosoite ja postiosoite
  • Sopimuksen tiedot
  • Sopimusnumero ja mistä erästä alkaen haette tilapäistä maksuohjelmaa (pvm) Huomaathan, että tilapäinen maksuohjelma voidaan myöntää seuraavasta erääntymättömästä erästä.
  • Miten pandemia on vaikuttanut taloudelliseen tilanteeseesi?
  • Arviosi mahdollisen lomautuksen tai työttömyyden kestosta
  • Perustelut muutokselle 

OP Autoleasing -sopimuksissa voimme pienentää vuokraerän väliaikaisesti noin kolmannekseen nykyisestä.

Käsittelemme maksuohjelman muutoshakemukset saapumisjärjestyksessä. Tällä hetkellä käsittelyssä on hieman ruuhkaa, joten odotathan rauhassa. Olemme yhteydessä sähköpostitse, kun hakemus on käsitelty.

You are entitled to a two-month grace period for your one-off loan or overdraft facility per calendar year. Please note that the grace months may not be consecutive months. You can start using the grace month if your bill has not yet fallen due for payment. You cannot use grace months during an interest-free and repayment holiday period. You can make changes to the payment amount and due date of your loan.

You can apply for and make changes to your one-off loan and overdraft facility by calling our Customer Service at 010 252 5811.

You can make an extra repayment or pay off the remaining loan anytime by using the payment details shown in the monthly repayment bill and your bill’s standard reference.

Please note that there is a backlog in application processing due to a large number of applications in this exceptional situation. We aim to respond to each application as soon as possible. We apologise for this situation and appreciate your patience and understanding.

 

Cards and payment

 

Since the use of cash has been restricted in many places, it's a good time to start paying with your card whenever possible, if you haven't done so already. Thanks to your card's contactless feature, you can pay purchases of up to 50 euros quickly and safely.

Payments between private persons can be made easily with a Siirto payment on OP-mobile, as a credit transfer or on our Pivo app. By enabling Pivo's contactless payment on an Android phone, you can easily and safely pay in a shop, including purchases of over 50 euros. Adding this mobile payment feature to your card is free of charge.

With OP cards, paying online is also smooth and secure. For example, you can order food and groceries and have them delivered to your home.

You can make changes to your OP-Visa card and your monthly minimum payment amount free of charge on OP-mobile or op.fi (in Finnish for private customers). To increase the flexibility of your finances for now or later, please check and update the details of your card credit, such as your card's credit limit and the minimum monthly payment.

Choose the minimum monthly payment suitable for you at op.fi and this is how you can also enable smaller credit card minimum payments. The smallest possible minimum payment accounts for 2% of your credit limit but you can also make larger payments. The changes you make will take effect in your next bill.

Under the Consumer Protection Act and the terms and conditions for card-based credit, if you have paid expenses related to the trip with your card’s credit facility, you may present your claim for a refund based on the seller’s breach of contract also to OP Card Company Plc. However, please note that you need to prove that the seller’s breach of contract has taken place. For this reason, you must usually first try to settle the case with the seller. For insurance compensation, please see the section on Insurance.

When you receive a refund to your credit card, for example for cancelled travel costs, the refund will either pay off your credit card debt or you will receive overpayment. The overpayment can be used for credit purchases or you can transfer it to your account in OP-mobile or the op.fi service. Please note that transferring credit to your account is subject to a charge specified on our list of service charges and fees (€2 + 2.75% of the transferred amount). We recommend that you use the overpayment for purchases to avoid extra charges.

Read more about credit card use

If you receive a refund to a card that has been cancelled, or if you are not able to make the transfer or use the overpayment from your card, you can contact our customer service at 0100 0500 to transfer the refund to your account. If the card has been cancelled, the transfer is not subject to charge.

If the cardholder has not OP’s online bank user ID, the cardholder can order a PIN code by calling our customer service at 0100 0500.

We can deliver the PIN code to the cardholder’s home or a bank branch. In the exceptional situation, the delivery of the PIN code directly to the home address is recommended. Please note that it is not possible to collect the PIN code at a bank branch on behalf of another person. We hand over the PIN code only to the cardholder.

If the cardholder has OP’sonline bank user ID, you can advise the cardholder to order a new PIN code at op.fi. You can order a PIN code by first logging in and selecting >  Päivittäiset raha-asiat (Daily banking) > Omat kortit (My cards) > then select in the Omat kortit view the card for which the PIN code must be renewed  > Tilaa unohtunut PIN (Order the forgotten PIN).

 

Savings and investments

 

If you don’t have an urgent need for the money, it’s advisable to just wait and keep to your investment plan. Remember that possible losses won’t be realised until you sell your investments.

If you seek to increase your wealth in the long term, during at least five years, the instability of this kind does not play a big role. Investors’ best protection against falling prices is a functioning investment plan and a portfolio that is effectively diversified across asset classes and, within them, by industry and by timing. If you are a short-term investor aiming for a specific amount in the near future, this may be a good time to sell your fund units.

Share prices have now fallen significantly, which offers a buying opportunity for a long-term investor with high risk tolerance. It’s impossible to say what is the right moment to buy. We will certainly see fluctuation in prices for some time. It is advisable to diversify any purchases between several moments of time.  For example, monthly investing in a mutual fund is a good way to diversify in this situation.

To surrender an endowment insurance policy or capital redemption contract granted by OP Life Assurance Company, please send us an online message. Select as the message subject Endowment, life and pension insurance (Säästö-, henki- ja eläkevakuutukset). When sending the online message, you will find more detailed instructions on what to include in the message. The processing time of the application is 1–2 weeks. A surrender charge specified in the insurance terms and conditions may be debited in connection with a withdrawal of insurance assets. The return accrued on the insurance assets is taxable capital income.

Surrender of pension insurance policies granted by OP Life Assurance Company is possible only on the grounds specified in the insurance terms and conditions. Surrender of group pension insurance is not possible.

You can also make a partial surrender of your insurance. After a partial surrender, some assets must remain in the insurance. You can check the minimum amount to be left and the withdrawable amount of assets by calling OP Life Assurance Company’s customer service at 010 253 6100 (Mon–Fri 8–16).

To easily make changes to your payment plan, log into op.fi and go to the page Vakuutussäästäminen (Saving through insurance). Select the section Maksusuunnitelma (Payment plan). Once you have changed your payment plan, check any e-invoices that are due in your e-laskuarkisto (e-invoice archive) and remove those that have been made according to the old payment plan.

Any changes made in the payment plan, such as reducing or terminating the payment plan, may affect the fees charged for the insurance policy. For more detailed information on fees applicable to your insurance policy, see the insurance terms and conditions and the list of service charges and fees. If you have any questions, please contact your OP cooperative bank or OP Life Assurance Company’s customer service at 010 253 6100 (Mon–Fri 8–16).

You can change the asset allocation on the op.fi service, on the page Vakuutussäästäminen (Saving through insurance). On the Sopimuksen tiedot (Policy information) page, open the section Säästön tilanne (Status of insurance assets) and select Muuta säästön jakaumaa (Change asset allocation). By clicking on the info button next to the heading Säästön jakauman muutos (Change in asset allocation), you will get more information on the execution of changes in asset allocation. On the page Säästön jakauman muutos (Change in asset allocation), you can see the last confirmed status of your insurance assets and the allocation of assets to investments. You can either change the percentages of your current investments by entering new ones under “uusi jakauma%” (new allocation%) or add completely new investments by clicking the Lisää sijoituskohde (Add investment) link. No expense will be charged for changes in asset allocation made on the op.fi service.

The price date of investments is determined by the date on which the change order was placed, as well as the rules concerning the investment’s valuation time. As a rule, a change order placed by 10 am on a banking day will be confirmed using the rates of the date of order. If the order is placed after 10 am or on other than a banking day, the change is carried out at the value of the following banking day.

In some cases (OP-Japan A, OP-China A, OP Life Asian Index, OP-Emerging Middle Class A, OP-Emerging Markets Equity A, OP-Japan Stars A, OP-Emerging Asia A, OP-Life World Index, OP-Guaranteed Value 80 investment basket, OP-Guaranteed Value 85 investment basket, FIM Asset Management Pension, FIM Asset Management), the order is carried out at the following banking day's value, due to the vehicle's later valuation time. Therefore, if the order is placed before 10 am, it is carried out at the value of the banking day following the order date. If the order is placed after 10 am or on other than a banking day, the change is carried out at the value of the second banking day following the order date.

You can see the confirmed change in asset allocation on OP eServices as soon as a value has been defined for all investments.

In spite of any exceptional situation, OP’s deposit guarantee will reman unchanged.

 

Corporate customers

 

OP Financial Group offers financial relief to its corporate customers who have run into financial problems due to the coronavirus crisis. Corporate customers can apply for repayment holidays for corporate loans.

How to apply for repayment holiday for a corporate loan 

  • Log into the op.fi service and fill in an online application. If you do not have an OP user ID yet, please contact your own OP cooperative bank.
  • You can apply for a repayment holiday for a loan on the op.fi service if you are authorised to manage your company’s financing.
  • You can apply for a repayment holiday for 3 or 6 months. During the repayment holiday, you will only pay interest and loan servicing costs.
  • We will process your application as soon as possible. We will contact your company once we have received your application.
  • No separate fee will be charged for the repayment holiday.

We offer various financing options for companies’ needs. You can apply for financing for your company easily online. Our experts will contact you as soon as we have received your application. Fill in the application. >

You can also contact your own OP cooperative bank directly. Book an appointment for a phone meeting. >

 

Please be patient until we have processed your application. We will find the best possible solution for your company on a case-by-case basis, and we also try to take account of any repayments falling due during processing.

As a result of the coronavirus crisis, many events and deliveries have been cancelled, and any payments made have to be refunded. 

If you have sent an e-invoice, you can send a credit note on OP Business mobile by tapping on the e-invoice to be credited > tap on the three dots in the top right corner next to the e-invoice number > tap on “Create credit note”.

On the op.fi service, you can send a credit note by going to the details of the invoice to be credited, selecting “Use as template for a new e-invoice” and by entering the invoice rows as negative amounts. In addition, you should mention that the e-invoice to be sent credits the previous invoice.

For other bills, you can find the payer’s name in the op.fi service, under your company’s account transactions. Please contact the payer for arranging the payment refund.

Voit hakea tilanteen niin vaatiessa leasing- tai investointirahoitussopimuksiin kolmen tai maksimissaan kuuden kuukauden mittaista muutosta maksuohjelmaan.

Muutos toteutetaan joko jatkamalla sopimusaikaa tai siirtämällä muutoksen aikaisten maksuerien lyhennysosuudet erääntymään tämän jakson jälkeisiin maksueriin. Myönnetyn muutosjakson aikana laskutetaan kuitenkin vähintään maksuerän koron osuus, laskupalkkio sekä mahdolliset sopimukseen liittyvät arvonlisävero, vakuutukset, lisäpalvelut tai muut toimenpidepalkkiot. Vuokrasopimuksissa voimme pienentää vuokraerän väliaikaisesti noin kolmannekseen nykyisestä.

Voit hakea leasing- tai investointirahoitukseen maksuohjelmanmuutosta osoitteessa: https://rahoitus.op.fi/lyhennysvapaa.

Jos yrityksen viimeisimmästä tilinpäätöksestä on kulunut yli 6 kuukautta, pyydämme lisäksi lähettämään kuluvasta tilikaudesta väliajon sähköpostiin: sopimusmuutos@op.fi.

Käsittelemme maksuohjelman muutoshakemukset saapumisjärjestyksessä. Tällä hetkellä käsittelyssä on hieman ruuhkaa, joten odotathan rauhassa. Olemme yhteydessä sähköpostitse, kun hakemus on käsitelty.

Kuinka kauan lähettämäni maksuohjelman muutoshakemuksen käsittely kestää?

Valitettavasti palvelussa on ruuhkaa, sillä poikkeustilanne on lisännyt hakemusten määrää. Pyrimme vastaamaan jokaiseen hakemukseen mahdollisimman pian. On hyvä kuitenkin varautua joidenkin päivien tai jopa viikkojen odotusaikaan. Teemme kaikkemme hakemusten käsittelyn tehostamiseksi. Pahoittelemme asiaa ja toivomme asiakkailtamme kärsivällisyyttä ja ymmärrystä.

 

Insurance

 

You can write us to ask for an extension if you are unable to pay the bill on the due date. To contact us by online message, log into op.fi or OP-mobile. In the message, state your insurance contract code, the invoiced amount, the original due date, and your new proposed due date.

Due to the coronavirus pandemic, many travellers have been forced to change their plans. Your entitlement to compensation for a cancelled trip depends on the extent of coverage of your travel insurance.

Coronavirus and traveller's insurance

Will my insurance cover cancelled trips abroad due to an epidemic constituting a public hazard?

We recommend that you include Traveller’s Crisis Cover for your Pohjola Traveller's Insurance, or continuous travel insurance. Persons with Traveller’s Crisis Cover can apply for compensation for a trip that has been cancelled due to a natural catastrophe, act of terror or epidemic constituting a public hazard at the travel destination.

In order to receive compensation, the Finnish Ministry for Foreign Affairs, Embassy of Finland or other competent authority must also advise against travel to the destination or recommended evacuating the destination concerned. On 12 March 2020, the Ministry for Foreign Affairs advised against travel outside Finland. As of 15 June 2020, restrictions on travel have begun to be lifted in the case of certain countries. Once the Ministry for Foreign Affairs has withdrawn its recommendation to avoid travel to a destination, cancellations of trips to that destination will no longer be covered. For the latest travel recommendations, visit the Ministry for Foreign Affairs website.

Um.fi

If the recommendation to avoid travel to your destination is still in effect, Crisis Cover for Pohjola Traveller's Insurance covers the costs of a cancelled trip abroad if the trip is scheduled to begin in less than 60 days, the policy has been purchased before 12 March 2020, and the trip was cancelled on or after 12 March 2020.

If your journey is scheduled to begin in 60 days or more, keep monitoring the situation. Traveller’s Crisis Cover cannot cover the costs of cancelling a journey if the claim is filed less than 59 days before the start of the journey. If the coronavirus pandemic still affects the circumstances in the travel destination when there are 59 days or less until your journey begins, you can claim compensation for the cancellation costs.

If you have booked the trip after 12 March, Crisis Cover for travel insurance will not cover the costs of cancelling a trip abroad due to the coronavirus.

Traveller's Insurance for Corporate Travel Cover does not cover the costs of cancelling a trip due to an epidemic constituting a public hazard. With respect to travel tickets and tour services, contact your tour operator.

OP-Visa Platinum also includes a separate Cancellation Cover. If you have paid for a trip abroad using the credit function of your OP-Visa Platinum card, we will cover the costs of cancelling the trip or travel service regardless of the reason for cancellation.

See instructions on how to file the claim under ‘What should I do if my trip is cancelled?’

Will my insurance cover cancelled trips within Finland due to an epidemic constituting a public hazard?

As of 16 March 2020, the Finnish Government has declared emergency conditions due to the coronavirus epidemic. As a consequence, unnecessary travel within Finland was also to be avoided. On 29 May 2020, the Finnish Government revised its policy on travel within Finland. According to the new policy, travel within Finland is permitted as long as travellers follow health and safety instructions on the coronavirus.

Crisis Cover for Pohjola Traveller's Insurance covers the costs of cancelling a trip within Finland if

  • the insurance was purchased before 16 March 2020
  • the trip was booked before 16 March 2020
  • the trip was cancelled on 16 March 2020 at the earliest and no later than on 29 May 2020, and the trip was scheduled to begin in less than 60 days.

Cancellations made after 29 May 2020 are not covered.

See instructions on how to file the claim under ‘What should I do if my trip is cancelled?’

Other traveller's insurance policies do not cover the costs of cancelling a trip due to an epidemic constituting a public hazard. With respect to travel tickets and tour services, contact your tour operator.

Cancellation Cover for OP-Visa Platinum does not cover the costs of cancelling a trip within Finland.

Will my insurance cover the cancellation of a trip if my travel companion or I belong to a high-risk group?

Belonging to a high-risk group will not automatically entitle you to compensation under traveller's insurance.

See the situations entitling to compensation for a cancellation above under the section “Will my insurance cover cancelled trips abroad due to an epidemic constituting a public hazard?

OP-Visa Platinum includes a separate Cancellation Cover. If you have paid for a trip abroad using the credit function of your OP-Visa Platinum card, we will cover the costs of cancelling the trip or travel service regardless of the reason for cancellation.

Where can I find more information?

At Pohjola Insurance, we monitor the situation and update our website with information on travel insurance.  You can also view details of your travel insurance policy on OP-mobile and file loss reports handily in the Pohjola Claim Help service.

Before filing a claim, make sure that you have all the documents required for your claim at hand. These include original travel tickets and a certificate issued by the tour operator or airline on the reason for the cancellation of the journey and any refunds received, or a statement showing that no refunds will be paid.

Coronavirus and traveller's insurance

First, contact your tour operator and service provider to apply for any refunds for which you are con-tractually entitled. After this, you can file a claim under your traveller's insurance. We compensate costs which the tour operator or other service provider is not obliged to refund. If you have paid the service by credit card, you also have the option to reclaim charges which the tour operator or service provider are liable to refund from your credit card company before filing the insurance claim. For in-structions for OP card customers and the card correction request form, visit our website.

Before filing a claim, make sure that you have all the documents required for your claim at hand. These include original travel tickets and a certificate issued by the tour operator or airline on the reason for the cancellation of the journey and any refunds received, or a statement showing that no refunds will be paid.

How do I claim compensation for a cancelled trip?

The easiest way to file a claim is online at op.fi or on OP-mobile. For instructions in all loss events, visit Pohjola Claimhelp. Please note that you can file the claim flexibly within one year after the trip’s cancellation.

If your trip was cancelled due to contracting the coronavirus, see the instructions under “What should I do if my child or I fall ill and I miss my trip?”

If your trip was booked before the coronavirus pandemic and cancelled due to an epidemic at the travel destination, the cancellation may be covered under certain conditions by Traveller’s Crisis Cover under Pohjola Traveller's insurance. If you book an international trip after 12 March 2020 or a trip within Finland after 16 March 2020, we will not cover the cancelled trip.

OP-Visa Platinum includes a separate Cancellation Cover which covers the costs of cancelling a trip, regardless of the reason for the cancellation. Cancellations of upcoming trips may also be covered if you have paid for the trip abroad using the credit function of your OP-Visa Platinum.

Cancellation Cover for OP-Visa Platinum does not cover the costs of cancelling a trip within Finland.

Other traveller's insurance policies do not cover the costs of cancelling a trip due to an epidemic constituting a public hazard.

In losses involving missed and delayed departures, it is impossible to assess in advance whether costs are covered by your insurance due to the varied nature of the situations and the multitude of factors that may affect coverage. For example, if you miss a connecting flight because the airport has been closed down by the authorities, you may be entitled to compensation and can file a claim under your traveller's insurance in our online service or other available channel.

Before filing a claim, make sure that you have all the documents required for your claim at hand. These include original travel tickets and a certificate issued by the tour operator or airline on the reason for the cancellation of the journey and any refunds received, or a statement showing that no refunds will be paid.

Our claim settlement decision is always based on the particulars of the loss and the terms and conditions of your traveller's insurance.

The cancellation of a trip due to the sudden illness of the insured is covered by traveller's insurance. The cancellation of a trip may also be covered due to the sudden illness of a person listed in the insurance terms and conditions, such as a close family member.

Cancellation is not covered if you miss your trip because you have been placed in quarantine, e.g. due to a diagnosed or suspected case of illness at your school or workplace.

Illnesses contracted while travelling, including those caused by the coronavirus, are covered by all Pohjola traveller's insurance policies for private customers as well as by Corporate Travel Cover. There is no upper limit on covered expenses for the treatment of travel illness. Treatment expenses are covered provided that you seek out treatment during the trip or within 14 days after returning from the trip at the latest.

If you suspect that you have contracted an illness caused by the coronavirus during a trip within Finland, follow the instructions issued by the Finnish Institute for Health and Welfare (THL). Call your local hospital or health centre emergency services.

If you are abroad, call Pohjola’s 24/7 Travel Emergency Service. The service assists you in finding a trusted doctor or hospital at your destination. Call the Travel Emergency Service at +358 102 530 011 for assistance in Finnish, Swedish or English.

Your insurance will remain valid for the time listed in the insurance contract as the period of validity for a single trip. If your stay abroad is prolonged for any reason and you wish to keep your insurance valid for the remainder of the trip, you must extend the insurance’s period of validity for a single trip. 

Covered by Traveller’s Crisis Cover included in Pohjola Traveller’s Insurance or by the evacuation cover included in the Corporate Travel Cover, if authorities advise travellers to leave the destination.

On 16 March 2020, the Finnish Government advised against travel abroad by Finnish citizens or persons living in Finland. In addition, Finnish travellers abroad were advised to immediately return to Finland. Based on the Government’s latest decisions, the Finnish Ministry for Foreign Affairs updated its travel recommendation on 14 May 2020. Finnish travellers are no longer advised to return to Finland. As of 14 May 2020, the Ministry advises only against unnecessary travel abroad.

Traveller’s Crisis Cover for Pohjola Traveller's Insurance and Evacuation Cover for Corporate Travel Cover may cover additional travel and accommodation costs from abroad to Finland as evacuation expenses for the period from 16 March 2020 to 14 May 2020. Additional travel and accommodation costs are not covered if the trip to evacuate the destination country is booked on or after 15 May 2020.

A further condition on insurance cover is that the trip abroad must have begun before the Finnish Ministry for Foreign Affairs advised against travel to the destination. Due to the coronavirus epidemic, the Finnish Ministry for Foreign Affairs advises against all travel abroad, starting 12 March 2020. Before 12 March 2020, the Finnish Ministry for Foreign Affairs advised against travel to the epidemic areas of China, Italy, the city of Daegu and North Gyeongsang Province in South Korea, Iran, Nordrhein-Westfalen in Germany, and Tyrol in Austria.

If you suspect that you have caught a coronavirus infection, follow the instructions provided by your municipality. Always phone your local advisory service first. If you are instructed to seek treatment, follow the instructions you received and go to a hospital or health centre that provides treatment to coronavirus patients.

Coronavirus is a generally hazardous communicable disease, the examination and treatment of which is primarily the responsibility of public healthcare. The examinations and treatments are free of charge to patients. Read more about the coronavirus on the website of the Finnish Institute for Health and Welfare (THL).

If you are experiencing symptoms that are associated with the coronavirus, you may undergo a so-called PCR test (polymerase chain reaction) to see if you are infected.

The costs of a coronavirus test performed by a private service provider are covered if carried out by doctor’s referral in accordance with the criteria of the Finnish Institute for Health and Welfare.

The costs of a coronavirus test are compensated from the following insurance policies that include a medical expenses cover:

  • Health Insurance’s Medical Treatment Cover if the scope of cover is Accidents and illnesses.
  • Health Insurance’s Cost Cover, Doctor’s fees and examination expenses if the scope of cover is Accidents and illnesses.
  • Medical Treatment Expenses Insurance, Medical Treatment Insurance and Medical Expenses Insurance.
  • Medical expenses insurance policies transferred from Suomi Mutual.

The antibody test for coronavirus can be carried out afterwards to establish who have already had and recovered from the illness. The antibody tests that are carried out after the illness are not coverable.

The costs of a coronavirus test are covered from Plus Health Insurance and Super Health Insurance.

Compensation requires a doctor’s referral and symptoms that meet the criteria for suspected coronavirus cases. Read more about the symptoms on the website (in Finnish) of the Finnish Institute for Health and Welfare (THL).

Comprehensive Health Insurance and Extra Health Insurance do not cover the examination and treatment of generally hazardous communicable diseases. For this reason, examination and treatment expenses for coronavirus, or a coronavirus test, will not be covered under these policies.

The life insurance terms and conditions have no exclusions related to the coronavirus or pandemics. This means that death caused by the coronavirus is covered by the life insurance policy according to its terms and conditions.
If you want to take out Health Insurance that covers illnesses, we will ask questions about your health. Based on your answers, we will decide whether or not we can grant the insurance.  Falling ill with the coronavirus does not necessarily prevent the granting of insurance.  When making the decision, we will take account of the then status of your infection, any sequel of the infection and known follow-ups. So it’s worth applying for insurance even if you have caught the coronavirus.