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This guide is for people insured under compulsory medical insurance for foreigners in Bulgaria. It explains practical steps before and after an insured event. For questions about ordering or payment, see our general FAQ.
Before you need medical help
+How should I prepare for an insured event?Open answer
Keep your policy number and the insurer’s assistance telephone number available. Save the emergency number 112. Read the guidance in advance and keep a copy of our recommendations for an insured event. If you need medical help, the assistance service and medical staff may not always have an English- or Russian-speaking operator available, so having your policy details ready is useful.
When an insured event happens
+What should I do in an emergency?Open answer
If you need emergency medical help, call 112. An ambulance dispatched through 112 is free of charge; this concerns emergency ambulance assistance, not all subsequent treatment. The statutory response time is up to 30 minutes. When the situation allows, also call the assistance number shown in your policy and report the insured event.
+How do I make sure the insurer has registered my report?Open answer
When you report the event, ask for the claim number or Claim ID and keep it. Save the date and time of the call, the number you called and the number you called from. If possible, keep a screenshot of the call record and any emails. If the matter is important or disputed and you cannot obtain written confirmation, sending a registered letter with acknowledgement of receipt can provide additional evidence that you notified the insurer.
Treatment, payment and documents
+What should I know about the claim procedure?Open answer
The insurer checks whether the policy details match the medical documents, whether the event was reported as required, whether it is covered by the policy and whether the requested documents are complete. Check names, dates of birth and passport details carefully. Keep prescriptions, invoices, receipts and medical records. The insurer decides the claim under the specific policy terms; we can help you understand the procedure and prepare documents.
+How can I find a medical institution working with my insurer?Open answer
Contact the assistance service or insurer using the number in your policy when the event occurs. They can advise you which medical institution to use and whether direct payment is possible for your situation.
+What if I cannot pay the clinic in advance?Open answer
Call the assistance service or insurer and explain the situation. After reviewing the initial information, the insurer may be able to arrange direct payment or issue a guarantee letter to the clinic. This depends on the policy, the medical situation and the insurer’s decision, so do not assume it will happen automatically.
+What if a clinic tries to stop me from leaving because I have not paid?Open answer
A payment dispute does not give a clinic the right to unlawfully restrict your freedom of movement. If you are physically prevented from leaving or threatened, call 112. Separately, contact the assistance service or insurer and explain the situation so they can consider whether direct payment or a guarantee letter is possible.
Refusals, complaints and verification
+What are common reasons why reimbursement documents are rejected?Open answer
Common reasons include incomplete documents, details that do not match the policy, an event or expense not covered by the policy, or failure to follow a required claims procedure. Read the insurer’s request carefully and provide any missing documents promptly. More detail is available in our article on why an insurer may refuse a claim.
+What can I do if I disagree with the insurer?Open answer
First, make a written request or complaint to the insurer and keep copies of all correspondence. If the matter is not resolved, you may complain to the Bulgarian Financial Supervision Commission. Read our article on complaining about an insurance company in Bulgaria. We can help you understand the documents and the next practical step, but we cannot guarantee the outcome.
+What document defines insurance conditions for foreigners in Bulgaria?Open answer
See our overview of the general terms and conditions of compulsory medical insurance for foreigners in Bulgaria. The terms of the selected insurer always apply to the specific insurance contract.
+What should I do if I suspect that a policy is fake?Open answer
Contact the insurance company named on the policy and ask it to verify the policy number and the insured person’s details. If the policy is not genuine, contact the police. To reduce the risk, buy insurance through a licensed intermediary or directly from an insurer, and be cautious of offers that appear unusually cheap.
Need a policy? You can start the order on the Euromedins insurance calculator.
