Insurance claims and legal issues in Norway: how to defend your rights?

Medical insurance is there to make sure you can travel with peace of mind. But even the best policy can't prevent everything. Sometimes, things can go wrong: you might be refused payment, get hit with inflated hospital bills, experience bank errors or even get into legal problems. We've put together this article to help you understand everything you need to know about insurance compensation, appeals, reimbursement of expenses and legal aspects. We're here to make sure you can feel confident and secure in knowing your rights in Norway.

How long does it take for the insurance company to review a claim and how can I speed up the payment?.

Don't worry - your insurance company will get back to you within 15 working days. This is from the day we receive all your documents. I know how important it is to get things done quickly, so if you could send the whole package together, that would be great. Just send over the policy, passport, medical records, receipts and photos. Hey, why not try out the MyAssistance app? It's super handy for keeping track of the status online and adding documents in a flash! If you haven't heard back after 20 days, just send an official complaint to the company's claims department. Hey, just so you know, the insurance company has to get back to you within seven days of receiving your complaint if it's covered under EU law.

I'm wondering if you know why the insurance company refused on the basis of 'previous illness not declared'?

Don't worry, we're here to help! If you didn't let us know about any ongoing health issues, like diabetes or high blood pressure, in the questionnaire and the insured event is related to these, then the insurance company has the right to refuse payment. But don't worry, you can always appeal this decision. All we need are some documents confirming that the disease has been in remission for at least 12 months. Hey, why not file an appeal ('Appeal Board Travel Insurance') and attach a medical report confirming that there is no connection between the previous condition and the current one? Don't worry, in 40% of cases, having this evidence is enough for the insurance company to give you some compensation, which is great!

I was wondering if it would be possible to receive cash compensation for an operation that was paid for by card?

Absolutely! You can totally request cash compensation, even if you paid for the operation by bank card. Hey, to make this process easier, all you need to do is fill out a Cash Indemnity claim form and attach a bank statement confirming the payment. The insurance company will usually transfer the money to your bank account (IBAN), but they can also send a cheque or transfer the funds via Western Union (with a small commission of around 3%) if you'd find that easier. Hey, just so you know, the most money you can get under the anti-money laundering (AML) rules is €10,000. And don't you worry - you can keep the original invoice with the clinic's identification number (MoF number) for as long as you like!

I was wondering what I should do if the insurance company goes bankrupt while the settlement process is ongoing?

Hey, just so you know, the EU has this really helpful system in place to look after insurance company customers. It's called the Insurance Guarantee Scheme, and it's there to make sure you're looked after. I know it's not easy, but if your insurance company goes bust, please try to keep your cool and get your case transferred to the national protection fund. Just make sure you attach your contract, documents and correspondence with the insurer, and you'll be all set! Don't worry, the fund will usually cover up to 90% of the claim amount. The good news is that, in most cases, the compensation process only takes up to six months. You'll be happy to hear that in Norway, insurance companies are required to have reinsurance with Lloyd's. This is really great news as it means that bankruptcies are extremely rare. I would really recommend checking the company's rating in the AM Best system before you purchase a policy, just to be on the safe side.

I was wondering if the policy would cover the penalty for not having insurance when entering Spitsbergen?

I'm sorry to say that standard insurance policies do not cover fines for not having compulsory Arctic cover insurance in Svalbard. Don't worry - this fine from Sysselmannen is only about NOK 10,000. It's just an administrative charge, which isn't covered by standard travel insurance. But don't worry, if you can show that you took out the policy on time but didn't receive confirmation for technical reasons, the Arctic Plus policy will still cover the fine. Hey, I totally understand, in this situation, you'll need an official statement from the insurer confirming the time the policy was taken out and the technical failure.

How can I challenge the hospital's inflated bill?

If you're worried about the cost of your hospital bill, just ask for a list of all the services you received (it'll be called an itemised invoice). Then, you can compare it with the rates set by the Norwegian Hospital Association. Hey, if you spot any little things that aren't quite right, just let us know by submitting an official complaint (Complaint Form HO-2) to Pasient og Brukerombudet (Norwegian Patient Ombudsman). Insurance companies often start their own investigations into these sorts of things, and they're there to help. Hey, if you need to sort out a problem like this, the best thing to do is to send your insurance company a list of the services that you feel have been overcharged. When you send this, don't forget to include a few comments to explain your point of view. It's always best to keep in touch by email, because we all know how easy it is to forget things when we're talking on the phone!

Will the insurance cover the legal costs if I sue the clinic?

I totally understand that you need to know about legal expenses coverage. The good news is that most premium insurance policies include this, with a limit of €25,000. Don't worry - these expenses will cover the costs of hiring a lawyer, a forensic medical examination and court fees. But don't worry, before filing a lawsuit, the insurance company will assess the case and only support it if there's at least a 51% chance of winning. Don't worry, though, because an independent lawyer will be hired for this purpose, and the insurance company will cover the costs (up to €1,000). It's important to know that basic insurance packages usually don't cover legal proceedings in the field of medical services.

How can I prove that the medical company has mistakenly written off the payment twice?

If, for some reason, your medical company has debited your account twice, don't worry! Just get in touch with your bank and they'll sort you out with a statement showing code 05 (duplicate transaction). It's important to make sure you send this document to the clinic and the insurance company. Hey, no need to worry! According to the friendly folks at PSD2, your bank is required to refund the money within 10 days of confirming the error. Hey, just so you know, you can speed things up by asking the acquiring bank for a letter confirming the double charge. It's a good idea to keep hold of all your important documents, like letters and bank statements, just in case there's ever any doubt.

I was wondering if you could help me with something? I'm looking for a Swedish or Danish doctor who is close to the border, and I'm wondering if insurance would cover their services?

Don't worry, if you need treatment in the nearest clinics in Sweden or Denmark, your insurance will cover it. The same goes if the event that made you need treatment happened in Norway, but the nearest suitable medical centre is abroad (e.g. in the Swedish region of Västerbotten). The service is classified as 'nearest adequate', which is great news! Don't worry, you will definitely get the compensation you deserve! All you need to do is provide an official document from the Norwegian rescue service confirming that it was impossible to transport you to a Norwegian clinic. Don't worry, we'll make sure to convert the bill to your local currency (Swedish or Danish kroner) at the official exchange rate set by Norges Bank on the date that the medical assistance was provided.

I was wondering if you could tell me whether the loss of medical documents in a hotel fire would be covered?

Absolutely! With the Property & Docs option, you're covered for up to €500 if any medical documents are lost in a fire. Don't worry, you can still get your compensation! All you need to do is get a certificate from the fire department, and a list of the documents you lost. If you can, please also get copies of those documents. Don't worry, the insurance company will sort everything out. They'll give you a voucher to cover the cost of the translation and notarisation of your documents. Don't worry, though, because EHIC cards or insurance policies can be easily restored electronically. But if you don't have this insurance option, you'll have to pay to restore original medical images (like CT or MRI scans).

Now you know how to protect your rights and get fair compensation from an insurance company in Norway. If you take a clear, well-informed approach, you'll find it's easy to resolve any disputes and enjoy your trip without any unnecessary worries!