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Coronavirus and insurance - information for our insurance customers

On this page, we have collected important information and instructions for our insurance customers during the coronavirus pandemic.

We recommend using our digital services

Pohjola Insurance’s telephone service is very busy due to the coronavirus pandemic. We apologise for the inconvenience caused by the overload and continue our efforts to improve the situation. You can handle your insurance matters easily and without waiting on OP-mobile and at op.fi, around the clock.

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 - what is compensated?

Compensation under traveller's insurance in cases related to the coronavirus depends on the scope of cover you have chosen for your traveller's insurance and the day on which you bought the insurance. You can check the scope of your insurance cover on the op.fi service or on OP-mobile.

You can check your insurance cover by logging into the op.fi service by using the online banking user ID of OP or some other bank. Check your insurance cover as follows:

  1. Login to the op.fi service with your online bank user ID.
  2. Go to the Vakuutus (Insurance) section (if this didn’t happen automatically).
  3. Under your insurance policies, choose Matka (Travel).
  4. In the view that opens, select Matkustajavakuutus (Traveller's insurance).
  5. In the view that opens, select Vakuutuskirja (Insurance policy).
  6. In your insurance policy, check your traveller's insurance cover.

To log into OP-mobile, you need to be a customer of an OP cooperative bank. Check your insurance cover as follows:

  1. Log into OP-mobile by using your OP online bank user ID.
  2. At the bottom of the application, tap Insurance.
  3. Under My insurance, tap Travel.
  4. In the view that opens, tap Traveller's insurance.
  5. In the view that opens, tap Insurance policy.
  6. In your insurance policy, check what kind of traveller's insurance you have.

 

After checking what kind of insurance cover you have, read the relevant instructions below.

Read below how Pohjola Traveller’s Insurance covers the effects of the coronavirus on travel.

My trip was cancelled due to my illness or the illness of a travelling companion

Cancellation due to your sudden illness is covered by your policy’s cancellation cover. Journey cancellation may also be covered due to the sudden case of illness of a travel companion or other person listed in the insurance terms and conditions.

The cancellation of your trip is not covered if you have been quarantined due to the illness of someone other than a person listed in the insurance terms and conditions – for example, if your school class has been placed under quarantine.

My trip was cancelled for some other reason

Travel abroad

Due to the coronavirus epidemic, the Finnish Ministry for Foreign Affairs advised on 12 March 2020 against all travel abroad. 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. The Finnish Ministry for Foreign Affairs updated its travel recommendation on 14 May 2020 but continues to advise against unnecessary travel outside Finland.

While the advice against travel abroad by the Finnish Ministry for Foreign Affairs remains in effect, Traveller’s Crisis Cover for Pohjola Traveller's Insurance covers cancellations of trips booked before 12 March 2020. A further condition on insurance cover is that the trip is scheduled to begin in less than 60 days.

  • If your journey is scheduled to begin in 59 days or less, you can claim compensation for the cancellation costs.
  • If there are 60 days or more until your journey begins, watch 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.

Any Pohjola Traveller's Insurance policies with the Traveller’s Crisis Cover purchased on or after 12 March 2020 will not cover the cancellation of a trip abroad if the reason for the cancellation is the coronavirus. If you have reserved your trip after 12 March 2020, the Traveller’s Crisis Cover will not cover the cancellation of a trip abroad due to the coronavirus.

Before submitting your compensation claim, you must cancel the trip with your tour operator or service provider and file a claim for any refunds to which you are entitled. 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 instructions for OP card customers and the card correction request form, visit our website.

Travel within Finland

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.

Before submitting your compensation claim, you must cancel the trip with your tour operator or service provider and file a claim for any refunds to which you are entitled. 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 instructions for OP card customers and the card correction request form, visit our website.

Evacuation expenses

Traveller’s Crisis Cover for Pohjola Traveller's Insurance covers the costs of evacuating a crisis area in the event that the Finnish Ministry for Foreign Affairs, a Finnish embassy or other similar authority advises people to evacuate 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 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.

Delayed or missed departure

If you miss your departure or need to wait for the start of your journey due to measures taken by authorities on air traffic or public traffic (for example, your flight is cancelled because the airport was closed down by the authorities), you may be entitled to compensation under the terms and conditions of your traveller’s insurance policy. For more instructions in case of loss situations, and for the link to making a loss report, go to Pohjola Claim Help.

Read below how a fixed-term Pohjola Traveller's insurance as well as insurance no longer sold, traveller's insurance and Easy Traveller's insurance, cover the effects of the coronavirus on travel.

My trip was cancelled due to my illness or the illness of a travelling companion

Cancellation due to your sudden illness is covered. Journey cancellation may also be covered due to the sudden case of illness of a travel companion or other person listed in the insurance terms and conditions.

The cancellation of your trip is not covered if you have been quarantined due to the illness of someone other than a person listed in the insurance terms and conditions - for example, if your school class has been placed under quarantine.

My trip was cancelled for some other reason

Does not cover the costs of cancelling a trip:

  • due to conditions at the destination, such as a confirmed coronavirus epidemic,
  • due to the cancellation of an event,
  • when an airline or other transport operator cancels the trip,
  • due to the destination country restricting travel or denying a visa.

For the costs of your flights and other travel services, such as accommodations, please contact your tour operator or travel service provider. Before submitting your compensation claim, you must cancel the trip with your tour operator or service provider and file a claim for any refunds to which you are entitled.

Evacuation expenses

Not compensated.

Delayed or missed departure

If you miss your departure or need to wait for the start of your journey due to measures taken by authorities on air traffic or public traffic (for example, your flight is cancelled because the airport was closed down by the authorities), you may be entitled to compensation under the terms and conditions of your traveller’s insurance policy. For more instructions in the event of loss situations, and for the link to making a loss report, go to Pohjola Claim Help.

Read below how the effects of the coronavirus on travel are compensated from Corporate Travel Cover.

My trip was cancelled due to my illness or the illness of a travelling companion

Cancellation due to your sudden illness is covered by your policy’s cancellation cover. Journey cancellation may also be covered due to the sudden case of illness of a travel companion or other person listed in the insurance terms and conditions.

The cancellation of your trip is not covered if you have been quarantined due to the illness of someone other than a person listed in the insurance terms and conditions – for example, if a school class has been placed under quarantine.

My trip was cancelled for some other reason

Does not cover the costs of cancelling a trip:

  • due to conditions at the destination, such as a confirmed coronavirus epidemic,
  • due to the cancellation of an event,
  • when an airline or other transport operator cancels the trip,
  • due to the destination country restricting travel or denying a visa.

For the costs of your flights and other travel services, such as accommodations, please contact your tour operator or travel service provider. Before submitting your compensation claim, you must cancel the trip with your tour operator or service provider and file a claim for any refunds to which you are entitled.

Evacuation expenses

Evacuation Cover for Corporate Travel Cover covers the costs of evacuating a crisis area in the event that the Finnish Ministry for Foreign Affairs, a Finnish embassy or other similar authority advises people to evacuate the destination.

As of 16 March 2020, the Finnish Government has advised against travel abroad by Finnish citizens or persons living in Finland. In addition, Finnish travellers abroad are 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.

Evacuation Cover for Corporate Travel Cover may cover additional travel and accommodation costs to the home country or the country of posting 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.

Delayed or missed departure

If you miss your departure or need to wait for the start of your journey due to measures taken by authorities on air traffic or public traffic (for example, your flight is cancelled because the airport was closed down by the authorities), you may be entitled to compensation under the terms and conditions of your traveller’s insurance policy. For more instructions in the event of loss situations, and for the link to making a loss report, go to Pohjola Claim Help.

OP-Visa Platinum payment card includes Corporate Travel Cover travel insurance and separate Travel Cancellation Cover. The costs of a cancelled trip abroad are covered by the separate Travel Cancellation Cover, regardless of the reason, when the trip has been paid using the credit feature of the card.

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 in-surance claim. For instructions for OP card customers and the card correction request form, visit our website.

 

If you need medical assistance while travelling

Contracting the coronavirus while travelling is covered as a travel illness. Pohjola Travel Emergency Service at +358 102 530 011 is available 24/7 and offers

  • help in finding a reliable doctor or hospital,
  • personal assistance in case of illness or injury,
  • a payment commitment for hospital treatment, surgery or other procedure,
  • contact with a doctor to discuss your situation, such as the treatment proposed to you.

Pohjola Claim Help contains instructions for all types of loss events and contact details of our network of partners at your travel destination abroad. Important service numbers in the event of illness or injury, Pohjola Travel Emergency Service and Pohjola Health Advisor, can always be found in Claim Help. Claim Help is available at https://vahinkoapu.pohjola.fi/en and on OP-mobile and OP Business mobile.

 

Does my private medical expenses insurance cover the costs arising from the coronavirus?

Costs arising from examination and treatment of the coronavirus are covered from Health Insurance’s Medical Treatment Cover and from Cost Cover’s Doctor’s fees and examination expenses, if the scope of cover is Accidents and illnesses. In addition, examination and treatment expenses arising from the coronavirus are covered from Medical Treatment Expenses Insurance, Medical Treatment Insurance and Medical Expenses Insurance, as well as from medical expenses insurance policies transferred from Suomi Mutual.

Private medical expenses insurance policies don’t cover costs incurred abroad, with the exception of medical expenses insurance policies transferred from Suomi Mutual.

If you suspect that you have caught the coronavirus, please follow the instructions of the Finnish Institute for Health and Welfare (THL). Before seeking medical treatment, always phone your local advisory service first.

If you are experiencing coronavirus symptoms and want to get insurance compensation for a coro-navirus test performed by a private clinic, you need to have a doctor’s referral and meet the sam-pling criteria issued by the Finnish Institute for Health and Welfare (THL). Please check the website of the Finnish Institute for Health and Welfare (THL) for up-to-date information. 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.

In addition to the coronavirus, there is plenty of ordinary flu and seasonal influenza around. If you have symptoms that require medical treatment, private clinics primarily recommend that you contact a physician through remote services.

Life insurance and the coronavirus

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.