Am I covered by compulsory health insurance (CHI)? What should I do if it is not valid? How can I buy a European Health Insurance Card (EHIC)? Who will cover the cost of dental prosthetics? This is only a small fraction of the issues that were most concerning to residents who applied to health insurance funds last year. People made phone calls, wrote emails, sent letters by post or personally stopped by to find out the things they cared about.
Last year, the National Health Insurance Fund under the Ministry of Health (NHIF), along with the Territorial Health Insurance Fund (THIF), received and responded to more than half a million different requests from residents through all communication channels.
80% – more than 380 thousand residents, who had questions for the Health Insurance Fund, chose live communication last year and had come personally to the THIF population service units. A larger proportion – 53.4% (204 thousand) were interested in possibilities for issuing or replacing the EHIC, compensation of treatment costs in form E and abroad. 21% (80 thousand) of those who came were concerned about dental prosthetics issues, 19% (72 thousand) were concerned about CHI. Residents who came in for live communication were least interested in rehabilitation and healthcare services and compensation of medication.
18.2% (87 thousand) of people explained their concerns by phone last year. The topics of most interest were related to CHI – 28% (26 thousand) of calls. There was also an active interest in dental prosthesis – 18% (16 thousand) of enquiries, and 15% (14 thousand) on issues related to issuance, replacement of the EHIC, compensation of treatment costs in form E and abroad. Phone inquiries were less common about the compensation of hearing or oxygen apparatus.
By e-mails, 1.5% (7 thousand) of the population contacted the Health Insurance Fund in 2019. Analysis of letters shows that the largest – 24.2% (1.7 thousand) of enquiries were sent for CHI, 21.9% (1.5 thousand) for rehabilitation and healthcare provision, 12.2% (855 letters) for issuance, replacement of the EHIC, compensation of treatment costs in form E and abroad. Most enquiries were received by e-mail – 5.8 thousand received by NHIF, Vilnius THIF – 325, Kaunas THIF – 321, Klaipeda THIF – 197, Panevezys THIF – 184, Siauliai THIF –178.
In addition to the aforementioned issues, the Health Insurance Funds also registered 475 thousand written applications last year. The highest number – 50.6% (240 thousand) – were applications for issuance or replacement of the EHIC, 38% (179 thousand) for reimbursement of dental prosthetic costs, 4.8% (23 thousand) for determination of the period of PSD, 3.4% (16 thousand) for appointment of joint endoprosthesis.
"Every year there is a decrease in the need for live service at the "box window". Residents are increasingly choosing constantly improved and more user-friendly electronic and remote services. The Health Insurance Funds, which are also trying to reduce the administrative burden on residents, notice that people are happy to choose an electronic method of communication for the management of services related to health insurance issues and other similar matters," says Natalija Jelenskienė, head of the Division of the Register of Insured Compulsory Health Insurance for NHIF.
A sociological population survey conducted in 2019 showed that people are satisfied with the quality of administrative services and service provided by Health Insurance Fund. Last year, the interested parties sent half a thousand of gratitudes to the experts of the health insurance funds for the consultations provided.
NHIF draws residents' attention to the fact that a large number of issues related to health and compulsory health insurance can be clarified and resolved without leaving home – online or by telephone. On the website of NHIF you can check whether you are covered by compulsory health insurance, find out the cost of treatment and medicines, order EHIC, check queues at medical institutions, review lists of orthopaedic companies and catalogues of orthopaedic devices, check your place in the waiting queues for joint endoprosthesis, orthopaedic devices and dental prosthetics.
The NHIF invites you:
Your questions are welcome by email firstname.lastname@example.org or phone: local (8 5) 232 2222, international +370 5 232 2222