Care Concept
FAQs

As we have specialised in health insurance for travel abroad, we cannot insure Germans in Germany on a permanent basis. Depending on the plan selected, however, short-term stays in the home country are also insured, e.g. in Care College.

Any premiums paid in excess will be refunded less a processing fee of EUR 5.00 to the day.

An extension must be requested in writing (My Care Concept Customer portal, e-mail, fax, regular mail) before the original duration of coverage expires. Whether the extension is carried out will be decided on a case-by-case basis and depends on the development of the insured risk (costs incurred or medical bills submitted). You will be informed in writing of the decision on your application for extension and, if necessary, you will receive a new confirmation of insurance coverage. Please use our My Care Concept Customer portal / online Service Portal for policy extensions.

You must apply for insurance coverage before you leave the country or within one year of entering the country. If entry is more than 31 days prior to the start of the coverage, a waiting period of 31 days is stipulated, during which the insurance coverage is limited to accidents that have occurred. The waiting period does not apply if you can provide us with proof of prior insurance coverage immediately before the commencement of coverage.

You will not receive the insurance policy by mail. You can download your insurance policy at any time in our My Care Concept customer portal.

If your address or bank details have changed, you should inform us immediately via our My Care Concept Customer portal or online Service Portal so that we can contact you in the event of any queries. Please also inform us if you become a citizen or permanent resident of the country of destination or if you should lose your residency permit in that country.

The longer someone is insured, the higher the risk of an insured event occurring for the insurer. Therefore we can offer a lower premium rate for short term stays.

It is not uncommon for an au pair to change families during their stay abroad or for the host family to change au pairs.

In these cases the contract of the previous host parents has to be terminated and the new host family has to sign a follow-up or new contract.

Within the maximum duration of coverage of 730 days you can extend your insurance policy. The application for extension must be submitted via our My Care Concept Customer portal or online Service Portal before the original insurance policy expires.

Your application for extension may also be rejected by us. We therefore advise you to take out coverage for the entire duration of your stay from the outset.

In the case of an extension, the entire period of coverage is the basis upon which the premium calculation is made. The payment already made for the original period of coverage will be credited, e.g: