You will only see what your insurance is worth when you need it. Our experts in the claims department will be there for you prior, during and after the claim. We will always provide you with help and assistance.
On this page, we have collected the most important issues when it comes to a claim. We will provide you with advice what to do in the event of a claim and with detailed information about the settlement of your claim. Our overview Procedure in the event of a claim also provides orientation. Should you still have questions, please feel free to Contact us.
Mo - Fr: 08:00 bis 18:00 Uhr
What can I do to find the correct contact partner and get help immediately? Besides medical emergencies there are also situations which require personal support. We offer information for both cases.
One generally speaks of a medical emergency if a life-threatening situation occurs unexpectedly.
Without immediate medical care, severe health impairment or the death of the person is to be expected. Help
is needed immediately.
Medical care is provided by the family doctor, the family doctor's locum, the medical helpline service, the
nearest available hospital or by the pan-European emergency number 112.
Emergency number 112
In an emergency, you as host family are the first and nearest available contact person for your au pair. An open conversation can often work wonders. If this does not help, you or your au pair can contact the au pair agency.
If your au pair does not want to talk to you or the agency in a difficult situation, both you and your au pair can also contact the "TelefonSeelsorge" (telephone helpline). Trained volunteers provide support by phone, chat or webmail. This phone number is only available in Germany:
TelefonSeelsorge (telephone helpline) 0800 1110111 or 0800 1110222
Deutsche Telekom is a partner of the "TelefonSeelsorge" (telephone helpline). Your call is toll-free.
Do you suffer from abdominal pain, a toothache or psychological problems? Go see a doctor! As au pair you are covered by a private international health insurance.
Please consider the following three rules of conduct for outpatient treatments:
Primary care physicians are responsible for diagnosis and therapy and coordinate the need for further
treatment. This includes assessing if they are able to carry out the treatment themselves or if it is
necessary to consult a specialist.
This makes it easier to coordinate therapies and to avoid that examinations are carried out twice. It
furthermore helps to avoid incompatible therapies, interlink medical benefits and reduce costs. This
recommendation does, of course, not apply to necessary visits of gynecologists, eye specialists, emergency
physicians or doctors on call.
You will receive a medical info card (Ärzte-Info-Ticket) together with your insurance certificate. This card
shall help you in case of illness and necessary treatment. Please provide the physician with this vital
information prior to any treatment. The card contains information about the type of billing as well as
important details regarding your insurance coverage.
Here you can print out your "Ärzte-Info-Ticket":
In some cases, it is necessary for you to have our written guarantee of performance as a precondition for full reimbursement. This requires that we are provided with the medical costs projection of the respective physician or dentist.
Click here to find out for which treatments you need a medical costs projection.
Your medical costs projection will be processed in one working day. In case of an emergency, please label
your medical costs projection as “urgent”. We will then check these documents within two hours.
We recommend a medical costs projection prior to any extensive treatment. This will help you and your doctor
to plan reliably and to avoid financial disadvantages.
You are not sure whether the treatment of an illness is covered?
If you are not sure whether the treatment of your illness is covered, you can call us prior to the treatment. We will inform you about the scope of your insurance and we will tell you what you should consider during treatment.
If you are admitted to a hospital, you will be asked about your insurance cover. You are covered by your
international health insurance. The policy covers treatment within compulsory health insurance without
optional services. The easiest way for you is to present your "Ärzte-Info-Ticket" (medical info card) during
the admission.
Here you can print out your "Ärzte-Info-Ticket":
Ärzte-Info-Ticket (medical info card) (German)
After your admission, the hospital will contact us and, under normal circumstances, we will then settle the billing directly with the hospital.
If an inpatient treatment is not an emergency treatment, we recommend arranging the details of the planned therapy beforehand with our claims department. This way, we can help you to minimize any financial risk.
You have a toothache? Please consider the following three rules of conduct for the event of illness:
You are free to choose your dentist. We recommend dentists in private practice who are authorized for all statutory health insurance funds. You can also go to a private dental clinic. However, the fees charged by these clinics often exceed the scope of insurance coverage.
You will receive a medical info card (Ärzte-Info-Ticket) together with your insurance certificate. This card
shall help you in case of illness and necessary treatment. Please provide the physician with this vital
information prior to any treatment. The "Ärzte-Info-Ticket" contains detailed information on invoicing
modalities and your policy's scope of benefits.
Here you can print out your "Ärzte-Info-Ticket":
Not all dental treatments are covered. In some cases, a medical costs projection is a necessary precondition for a 100% reimbursement of the reimbursable treatment expenses. We differentiate between emergency treatments and pre-existing medical conditions.
In case of toothache, you usually receive immediate dental treatment. Such treatment aims to reduce pain and to treat the respective tooth. As with any other travel health insurance, the policy covers dental treatment for the relief of new and acute pain (emergency treatment).
The aim of this insurance is to protect the au pair against unforeseen events and against pain. No treatments
of undersupplied and root-fractured teeth are covered, since they are regarded as pre-existing medical
conditions. Extensive dental restorations which are often medically necessary and reasonable are not covered
by this insurance policy.
We insist on a medical costs projection prior to the planned treatment in the following cases:
Without our written approval of the medical costs projection, the reimbursement of the above named benefits is limited to 50% of the reimbursable costs.
Your dentist can send us the medical costs projection by fax prior to starting the treatment. It will be processed in one working day. In case of an emergency, please label your medical costs projection as “urgent”. We will then check these documents within two hours.
You are not sure whether the treatment of an illness is covered?
If you are not sure whether the treatment of your illness is covered, you can call us prior to the treatment. We will inform you about the scope of your insurance and we will tell you what you should consider during treatment.
An accident is a sudden, unexpected, involuntary and external event taking place at a certain time and place and causing damage to a person's health.
Medical treatments that become necessary as a result of an accident are covered by health insurance.
Permanent impairment or death as a result of an accident is covered by accident insurance. Accident insurance also provides financial assistance in case of plastic surgery, rescue costs or long-term hospital stays as a result of an accident.
Please notify us immediately in case of an accident.
Notification of damages as a result of an accident is handled by:
DR-WALTER GmbH
Abteilung Leistung (Claims Department)
Eisenerzstr. 34
53819 Neunkirchen-Seelscheid
Email leistung@dr-walter.com
Tel: +49 2247 9194-31
Fax: +49 2247 9194-20
Click here for the right claim forms.
Liability insurance deals with financial claims caused by the au pair's misconduct. Under statutory regulation, the policy covers the risks of everyday life as well as any activities as an au pair. The policy includes any third-party claims as well as any personal damage to you, your children and other persons living in your household caused by an au pair up to the maximum sum insured; in addition, the policy also covers damage to immovable property of the host family.
Please notify us immediately in case of liability losses.
Notification of liability losses is handled by:
DR-WALTER GmbH
Abteilung Leistung (Claims Department)
Eisenerzstr. 34
53819 Neunkirchen-Seelscheid
Email: leistung@dr-walter.com
Tel: +49 2247 9194-31
Fax: +49 2247 9194-20
Click here for the right claim forms.
After the admission of a patient, hospitals usually contact our claims department. Billing then takes place directly with the hospital.
Doctors and dentists can settle their bills directly with us, too. You just need to submit your "Ärzte-Info-Ticket" (medical info card) to the physician prior to the treatment. If the doctor sends the invoice to DR-WALTER GmbH, we will transfer the invoice amount directly to the doctor’s account.
Advantage of direct billing: if the treatment costs are within the sums insured under the policy, you do not need to bother with the billing at all.
If your doctor does not want to settle the bill directly with DR-WALTER GmbH, you will receive an invoice after the treatment. Please send the original invoice along with your insurance number to DR-WALTER GmbH and name the account you want the reimbursement transferred to.
Please note: laboratory bills as well as prescriptions can only be reimbursed when we receive the doctor’s original invoice (along with the diagnosis). Processing of bills/invoices usually takes 7 to 14 days.
Please send your invoice to:
DR-WALTER GmbH
Abteilung Leistung (Claims Department)
Eisenerzst. 34
53819 Neunkirchen-Seelscheid
Here you will find all claim forms as PDF files that you can fill in and print out at home.
If you don’t have the “Acrobat Reader” to open the file, you can download it for free at www.adobe.com.
DR-WALTER GmbH
Eisenerzstr. 34
53819 Neunkirchen-Seelscheid
Deutschland
T
+49 2247 9194-983
F +49 2247 9194-40
E info@au-pair24.de
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