Questions & Answers

Do you want to have detailed information before purchasing our EDUCARE24 insurance policy? In this section, we collected a number of frequently asked questions about the insurance cover of EDUCARE24. If you have any other questions, feel free to contact us.

• General questions

  Here you will find general questions about EDUCARE24.

  • Who can purchase EDUCARE24?

    To qualify for EDUCARE24, the main purpose of your stay abroad needs to be further education in Germany or Europe. This includes:

    • - foreign language students
    • - applicants for study
    • - non-enrolled students
    • - exchange program participants
    • - interns
    • - adult education students
    • - pupils

    If the main purpose of your stay abroad is further education, insurance cover includes any periods without further education abroad within the insurance period applied for.

    Further prerequisites:

    • - Your maximum age at the commencement of the contract is 69 years.
    • - Your stay abroad will last no longer than four years.
    • - You have a foreign citizenship.
    • - The insurance policy is purchased prior to arrival or within the first month after entering the country or starting classes, studies, internship, teaching or research work.

  • Can I insure accompanying family members, too?

    Accompanying family members can be insured as well if they are not older than 69 years and are insured under the same tariff version. Example: All family members are insured under the tariff version EDUCARE24 L. You just need to conclude an insurance policy for each family member separately. For children under 6 years, insurance can only be effected if the accompanying legal guardian is also insured under the same EDUCARE24 tariff.

  • I do not know the exact date of arrival, yet, can I still purchase insurance?

    If you do not know your exact date of arrival, yet, you can purchase insurance by entering an expected date of arrival. In this case, you will receive an insurance certificate with the expected date of arrival. Please inform us about your exact date of arrival as soon as you know it. You will then receive all documents. Before the expected date of arrival, all you need to do is send us an email. If you inform us after the expected date of arrival, please send us some proof of arrival (e.g. a copy of your passport or a plane ticket).

  • Can I cancel the insurance policy?

    After expiry of the period applied for, insurance coverage will end automatically. Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. In this case, you only pay the premiums which arose before the notification. Credit will be immediately refunded to your account. No service fee will be charged.

    Please send us some proof of reentry which confirms your premature return (for example your plane ticket).

  • Does EDUCARE24 cover the UK?

    The insurance coverage applies to all EU countries as well as to Liechtenstein, Switzerland, Norway, Iceland, Andorra, Monaco, San Marino and Vatikan City. Since 01.01.2021, there is no insurance coverage in Great Britain and Northern Ireland.

    Exception: Your main country of travel is outside the United Kingdom and you stay in the United Kingdom for a maximum of six weeks. Insurance coverage also includes worldwide trips up to a maximum duration of six weeks.

• Questions about coronavirus – I have not yet left the country

  Here you will find the most frequently asked questions about the coronavirus.

  • I cannot/do not want to start my journey because of the coronavirus. Is a cancellation of the insurance possible?

    Cancellation of the insurance is possible at any time before the beginning of the insurance. If you wish to change the travel period due to the current wave of illness, a postponement is possible. Please contact us in this case.

  • I have booked flights and accommodation in my destination country that I cannot cancel. Does my EDUCARE24 insurance cover the expenses?

    No, travel expenses are not covered by the international health insurance. We recommend: Contact your hotel or airline to clarify whether a goodwill arrangement (rebooking or cancellation) is possible.

• Questions about coronavirus - I have already left the country

  Here you will find the most frequently asked questions about the coronavirus.

  • Does the insurance cover an infection with the coronavirus?

    Fever, cough, signs of corona infection? You can rest assured. With EDUCARE24's insurance cover, you don’t need to fear high medical costs. The medically necessary treatment of the corona virus infection is covered. In addition, EDUCARE24 includes coverage up to 90 days for medical expenses should you be forced to stay abroad for a longer period of time due to the infection.

  • Does the insurance pay if the insured person is tested positive for Corona upon arrival?

    EDUCARE24 insured persons are covered for medical treatment costs in the event of an unexpected COVID-19 illness - even if it occurs acutely immediately after arrival. Quarantine costs are not covered by the foreign health insurance, as this is not a medically necessary treatment. We strongly recommend that you have a COVID-19 test before you travel. This will protect you and your host family from infection and extended quarantine measures.

  • Are vaccinations against Covid-19 covered by the travel insurance?

    The COVID-19 vaccination is not covered by travel insurance.

    In Germany, coverage for the COVID-19 vaccination is regulated by the federal and state governments. We recommend that you contact your local health department to clarify the possibility of vaccination and its cost.

    Please keep in mind that the prerequisite for the vaccination must be the place of residence or the usual place of residence must be in Germany.

  • Are quarantine costs covered by the foreign health insurance?

    Quarantine costs are not covered by the foreign health insurance. Quarantine is often prescribed as a precautionary measure. This is not a medically necessary treatment. If you fall ill with the coronavirus during quarantine, the treatment is of course insured.

  • Will EDUCARE24 cover the costs of a corona test?

    The costs of a corona test will be covered, provided that you are showing related symptoms and it is ordered by a doctor. However, if the test is only a preventive measure, e.g. to meet a required entry or exit regulation or for a health certificate for school, university or employer etc., you must bear the costs yourself.

  • Does insurance cover continue to exist even if the Foreign Office has issued a travel warning?

    Yes, EDUCARE24's international health insurance protects you both when traveling in countries for which the German Foreign Office has issued a travel warning and in case of illness related to a pandemic. 

  • Is insurance cover still available even if corona is a pandemic?

    Yes, EDUCARE24 offers insurance cover for pandemics as well as for travel in countries for which a travel warning has been issued by the Federal Foreign Office.

  • My government recommends that I return to my home country. Are travel expenses covered by the insurance?

    No, travel costs are not covered by the foreign health insurance. We recommend: Contact your travel company to clarify whether, for example, the airline will offer you a goodwill arrangement (free rebooking or cancelation of your trip).

  • I am returning to my home country prematurely due to the coronavirus. Does EDUCARE24 still provide protection?

    In principle, insurance cover also exists for a certain period of time in case of interruption of the stay abroad. Due to the development of COVID-19, you cannot estimate how long your stay in your home country will last. Therefore, we recommend that you cancel your EDUCARE24 insurance immediately after entering your home country. Please inform us about this. An e-mail is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. You will only pay the premiums that have accrued until the receipt of your notification.

    Tip: Please contact your last insurance company in your home country to reactivate your previous insurance immediately

    When you resume your travel plans, you are welcome to take out a new EDUCARE24 insurance policy.

  • If I get infected on the way home, are my costs covered in my home country?

    EDUCARE24 insurance coverage ends upon entry into your home country. Please contact your last insurance company in your home country to reactivate your previous insurance immediately.

  • Would you like more information about the coronavirus?

    The Robert Koch Institut provides you with important information about the current coronavirus development: https://www.rki.de/DE/Content/InfAZ/N/Neuartiges_Coronavirus/nCoV.html (machine translated from German).

• Questions regarding application

  Here are some frequently asked questions regarding the application.

  • How can I purchase the insurance?

    You can purchase EDUCARE24 directly online. You only need to do two things: fill in the application form and check whether all entered information is correct. Then simply confirm your application - that’s it!

  • What are the requirements for concluding EDUCARE24?

    To qualify for EDUCARE24, the main purpose of your stay abroad needs to be further education in Germany or Europe. This includes:

    • - foreign language students
    • - applicants for study
    • - non-enrolled students
    • - exchange program participants
    • - interns
    • - adult education students
    • - pupils

    If the main purpose of your stay abroad is further education, the cover includes any periods without further education abroad within the insurance period applied for.

    Further prerequisites:

    • - Your maximum age at the commencement of the contract is 69 years.
    • - Your stay abroad will last no longer than four years.
    • - You have a foreign citizenship.
    • - The insurance policy is purchased prior to arrival or within the first month after entering the country or starting classes, studies, internship, teaching or research work.

  • Which documents will I receive?

    Following your application, you will immediately receive an email with your insurance certificate along with customer information and the "Ärzte-Info-Ticket" (medical info card).

  • I did not receive the documents by email. What can I do?

    Following your application, you will immediately receive an email with your insurance certificate as well as the customer information and the "Ärzte-Info-Ticket" (medical info card). If you did not receive an email, please check the mentioned email address and take a look in the SPAM folder.

  • Is my data secure?

    When you purchase our policy online, all information is sent through a secure connection. We use your data only for fulfillment of the insurance contract. For more information, go to our section on data protection .

• Questions regarding existing contracts and policy adjustments

  Here are some of the most frequently asked questions about existing contracts.

  • My date of entry is postponed. Can I change the insurance period?

    Changes can be made within 3 months of the original contract start date. An e-mail is sufficient before the intended date of entry. If you inform us about the change after the originally planned date of entry, we need proof of entry (copy of passport or air/rail ticket).

  • Can I extend my insurance policy in case of an extended stay?

    In case of an extension of your program abroad, you can apply for an extension prior to the end of the existing insurance policy. The maximum term of insurance with this policy is four years. Just give us a call:

    Phone: +49 2247 9194-986
    Mon-Fri: 8 am to 6 pm

    You can also send us a letter, fax or an email.

    If the insurer accepts your request for extension, insurance cover only applies for insured events that occurred after you applied for extension. In case of an extension, the insurer is not liable to pay for pre-existing and known conditions such as illnesses, ailments or existing pregnancies and their results.

  • If I return early, can I cancel the insurance policy?

    After expiry of the period applied for, insurance coverage will end automatically. Should you return early from your stay abroad, please inform us. A phone call or an email is sufficient. In this case, you only pay the premiums which arose before the notification. Credit will be immediately refunded to your account. No service fee will be charged.

    Please send us some proof of reentry which confirms your premature return (for example your plane ticket).

  • I plan to go on vacation during my stay abroad: is such a vacation covered as well?

    Insurance coverage also includes worldwide trips and stays abroad up to a maximum duration of six weeks, even in your home country. In case of a stay of more than six weeks, only the first six weeks are covered. Flight tickets, railway tickets or stamps in the passport can be used to verify the duration of the holiday.

  • Does EDUCARE24 cover the UK?

    The insurance coverage applies to all EU countries as well as to Liechtenstein, Switzerland, Norway, Iceland, Andorra, Monaco, San Marino and Vatikan City. Since 01.01.2021, there is no insurance coverage in Great Britain and Northern Ireland.

    Exception: Your main country of travel is outside the United Kingdom and you stay in the United Kingdom for a maximum of six weeks. Insurance coverage also includes worldwide trips up to a maximum duration of six weeks.

  • How can I quickly and easily notify you of any changes?

    You can access our online service 24/7. You can use our online forms, for example, to submit your date of entry later, apply for an extension of insurance cover, terminate the insurance prematurely or change your bank and address data.

    Please change to our Secure Server
    to send your changes online.

• Questions regarding payment

  Here are some of the most frequently asked questions regarding payment.

  • Which payment methods are offered for EDUCARE24?

    The premium for this policy is to be paid at the conclusion of the insurance contract for the entire term of the insurance. You can choose from the following payment options:

    a) credit card: Maestro, Mastercard, Visa, JCB, American Express, Diners, Discover or Bancontact;

    b) SEPA Direct Debit;

    c) online payment system: eps, Giropay, Apple Pay, Alipay, SOFORT Überweisung, iDEAL or PayPal.

    The premium for this policy depends on the duration of the trip. Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. You only need to pay for the actual insurance period. No service fee will be charged for reimbursement.

    For countries in the euro-zone:
    Where the term of insurance exceeds one month, you can also pay in monthly installments via SEPA Direct Debit. The first installment becomes due at the start of insurance, the subsequent installments at the start of each following month.

    You do not have a German account, yet?
    No problem. You can conclude EDUCARE24 insurance before entering the country. To do so, please submit your account data immediately after entry and opening of your account. We can then activate the insurance and arrange monthly debiting.

  • What is the 3-D Secure procedure?

    If you pay by credit card, we use the 3-D Secure procedure. It provides additional security for your credit card transactions and reduces the risk of fraud due to card misuse.

    You first enter your credit card number. A connection will then be established with the card issuer so that you can confirm your identity, for example by entering a code. If the authentication was successful, the credit card payment is executed. The 3-D Secure procedure should not be confused with your credit card's check number (CVC).

    In order to use the 3-D Secure procedure, you must register with your bank/credit company, which usually takes a few days.

  • What happens in case of unpaid direct debits?

    Please avoid any chargebacks. Every chargeback causes an enormous administrative amount along with bank charges. For any unpaid direct debit, we will have to charge the resulting fees imposed on us, if you are the one responsible for the unpaid direct debit (for example as a result of revocation, incorrect information or insufficient account balance).

  • Is there a refund of overpaid premiums?

    We will refund any overpaid premiums immediately in full without charging a service fee. Should you return early from your stay abroad, a phone call or an email is sufficient. We will then calculate your exact premium depending on the number of days you stayed abroad. No service fee will be charged for this reimbursement.

  • My home country is Russia and I am traveling back early. What should I bear in mind?

    If you end your trip early and travel back to your home country of Russia, you will receive a refund of any overpaid premiums. However, the global sanctions against Russia due to the war in Ukraine include blocked payment flows that make this difficult. Please feel free to contact our payment department if you are affected by this.

• Questions about damages and reimbursements

  Here you will find questions and answers regarding claims.

  • I need medical treatment – what should I do?

    As foreign guest you are covered by private international health insurance. Such health insurance covers only acute medical treatment of newly occurred illnesses. If it is not an emergency, please consider the following recommendations:

    1. Please always consult your primary care physician (general practitioner) before seeing a specialist or going to hospital.
    2. Please provide the physician with our Ärzte-Info-Ticket (medical info card) prior to the treatment.
    3. Please tell your doctor that some treatments require approval and that you need a medical costs projection for these treatments.

    For further information, go to: What to do in the event of illness? or use the overview Procedure in the event of a claim for orientation.

  • How are your invoices refunded?

    If you submit your "Ärzte-Info-Ticket" (medical info card) to the physician or to the hospital prior to the treatment, we can settle the bill directly with the doctor or hospital. If your doctor does not want to settle the bill directly with DR-WALTER, you will receive an invoice after the treatment. For details, go to: How are your invoices refunded?

  • How can I submit my invoices?

    Please send us your original receipts by mail with your insurance number and (if the recipient’s account is different from the bank account stipulated in the contract) your bank data.

  • Did you receive my invoice?

    We need about 2 weeks to process your request. There will be a reimbursement according to the tariff.

  • Will the costs for any medication be paid?

    Any medication needs to be medically necessary or prescribed by a doctor. You will receive your medication by taking the prescription to a pharmacy. The original prescription can then be submitted to us for a refund of the costs. The policy does not cover medication that can be bought at a pharmacy for free and without a doctor’s prescription. Please note that we can only process a prescription after receiving the related (doctor’s) invoice along with the diagnosis.

  • What to do in case of treatment at a hospital?

    During the admission, please present your insurance card and the Ärzte-Info-Ticket (medical info card) which you received with your insurance certificate. Hospitals usually contact us after the admission and the billing will be settled directly with the hospital.
    The policy covers emergency treatment and urgent operations within compulsory health insurance without optional services. If such 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.

  • What to do in the event of toothache?

    Please inform your dentist about the details of your insurance coverage by providing him with our Ärzte-Info-Ticket (medical info card) prior to the treatment. 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 simple fillings (emergency dental treatment) for the relief of new and acute pain. For details, go to: What to do in the event of toothache?

• Praise, questions, criticism or suggestions?

  Your opinion is important to us!

  • Do you feel in good hands with DR-WALTER?

    We would be pleased if you would take the time to write a review on Google, Facebook or Trustpilot. In this way you will not only help us to further improve our service, but also help other customers who are looking for the right insurance.

  • In which areas can we still improve?

    If you still have unresolved issues or are not satisfied with our service, you can of course contact the relevant specialist department or the complaints management department (sandra.karnstedt-panienka(at)dr-walter.com). You can also reach us via our Contact form. For further information on questions regarding complaint handling, please see our legal notice.