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Frequently asked questions about the coronavirus

The coronavirus has reached the Netherlands. What does this mean for you? We have answered the most frequently asked questions below.

Last updated: April 23, 2020

ONVZ keeps a close eye on the news surrounding the coronavirus. Go to the website of the RIVM (National Institute for Public Health and the Environment) or Government of the Netherlands for up-to-date information.

The most frequently asked questions about the coronavirus can be found below.

General questions

  • What does the coronavirus mean for the services of ONVZ?

    Because of the coronavirus, our employees are temporarily working at home. We have taken this measure to prevent the virus from spreading further and to minimise the health risk to our employees. Especially during these times it is extra important that we stay available to help you. Although our employees work hard every day, sometimes you may have to wait a little longer than you are used to. We ask for your kind understanding.

    Questions? Check our contact page.

  • What are the symptoms of the coronavirus?

    People with the coronavirus may present with a fever and respiratory problems, like coughing, shortness of breath or pneumonia. The virus can be transmitted from person to person. It is currently assumed that 1 sick person can infect 2 other people on average. The sicker a person is, the more people they might infect.

    Source: RIVM

  • How to prevent the spread of the coronavirus?

    These are the most important measures you can take to prevent the coronavirus from spreading:

    • Keep, as much as possible, 1,5 meters distance from each other (also when grocery shopping)
    • Stay at home if you have a runny nose or a cough, a sore throat or a fever
    • Avoid contact with others (social distancing)
    • Work at home as much as possible
    • Wash your hands with soap regularly
    • Cough and sneeze on the inside of your elbow
    • Use paper handkerchiefs
    • Do not shake hands

    Contact investigation
    If someone reports to their doctor with symptoms and the doctor thinks that the patient may have the novel coronavirus, a protocol is put into action. The doctor asks for a test. Meanwhile, the suspect patient is kept in isolation, either at home or at the hospital. If the test comes back positive, the patient remains in isolation and the Municipal Public Health Service (GGD) carries out a so-called contact investigation. All people with whom the patient has been in contact during the infectious period must monitor their health during the incubation period. If they develop symptoms of the disease, they must report this to the GGD. The whole process then starts again from the beginning.

    Source: RIVM

Questions about care and health

  • Can ONVZ still provide waiting list mediation services?

    Hospitals do everything they can to continue to provide care as you are used to. The quality of the care they provide is paramount. A number of hospitals are dealing with quarantined personnel. As a result, there is less staff available at those hospitals. In order to continue all urgent procedures, hospitals sometimes have to cancel planned care. They carefully consider the best solution for each patient. We therefore follow the policy of the hospitals. They keep us informed of current developments.

    Good to know
    View the 'urgency list of specialist medical care' on the website of the Dutch Healthcare Authority (NZa) for an approximation of when you can return to the hospital for planned care.

    If you have any questions, please contact the ZorgConsulent by calling 0800 022 14 50 (toll free) on weekdays from 8.30 am to 5.30 pm, choose option 2.

  • When should you contact your doctor?

    Do you have a fever (above 38c) and respiratory complaints, such as coughing or shortness of breath? And have you been in contact with a patient with the coronavirus or have you been in China (including Hong Kong), Italy, Iran or South Korea in the past 14 days? Contact your doctor by phone.

    If you have you visited one of those areas and only have a cold or a mild fever, stay at home and minimise contact with others. You could be experiencing the first symptoms of COVID-19, but it can also be a regular cold. It is not necessary to call your doctor. You should contact your doctor if your symptoms worsen and if you get a fever and respiratory complaints (coughing and shortness of breath).

    Source: RIVM

  • Is the coronavirus dangerous for children?

    Most children with the coronavirus only present with mild symptoms. They can get infected and may infect others, but they generally do not get seriously ill or stay sick for long.

    Source: Dutch Association for Pediatrics (NVK)

    Does your child have a (serious) chronic illness? You can find more information about the coronavirus and care-intensive children on the website of the Child and Hospital Foundation (Dutch translation only).

  • Can you still go to the pharmacy to pick up your medicines?

    Some municipalities have implemented an emergency ordinance, which means you are no longer permitted to enter your pharmacy. If this is the case in your region, your medicines will be delivered to your house or can be obtained from a medicine safe. If you need medicines, call or email your pharmacy and ask how they will get them to you. Do not go to the pharmacy if you have a cold, cough, or fever.

    No signature required on SMR forms
    If you would like to send us a smoking cessation (SMR) form via your healthcare provider, a signature from you as the insured is temporarily not required. Your healthcare provider will instead write on the form: 'No signature because of corona'.

    Hoarding
    If your prescription drugs are used up within 1 or 2 weeks, you can ask for a new supply from your pharmacy. Your pharmacy will dispense a maximum of 3 months’ worth of your medicine to make sure there is enough for everyone.

  • What is important to consider if you are an informal carer?

    On mantelzorg.nl you will find the answer to the most frequently asked questions about informal care and corona. For example: is it still wise to visit the person you are caring for? What if their daytime activities suddenly stop? Can you ask the home care organisation to take over some tasks from you? What if the home care organisation asks you to take over tasks from them?

    Unable to find the answer to your question? Our ZorgConsulenten are happy to help you. You can reach them on 0800 022 14 50 (free) from 8.30 am to 5.30 pm every working day, choose option 2.

Questions about your health-care plan

  • You would like to be checked for the coronavirus. Is this covered?

    Your doctor decides whether a check is required. If it is, the basic health-care plan will reimburse the costs. Keep in mind that the costs of this preventive check may be offset against your excess.

  • What is covered under the basic health-care plan?

    The basic health-care plan covers regular care in the Netherlands to treat of the coronavirus, even if you incur health-care costs during home quarantine. Please note that you need to pay health-care costs to the maximum of the annual excess yourself.

  • What is covered if you go abroad?

    Before you travel abroad, always check the current travel advice of the Ministry of Foreign Affairs for your travel destination.

    Green or yellow travel advice
    If you are traveling to an area that is still considered safe at the moment of departure (travel advice colour code: green or yellow) you are still covered by your basic and supplementary insurance plans. Even when the travel advice changes when you are already at your destination.

    If you or one of your traveling companions has been infected with the coronavirus, Wereldfit and Superfit sometimes reimburse the costs of extra transport or accommodation. Read more in our policy terms and conditions.

    Orange or red travel advice
    If you are traveling to a risk area (travel advice colour code: orange or red), only costs covered by your basic health-care plan are eligible for reimbursement. In that case, your supplementary health-care plans, including Wereldfit and Superfit, do not cover any expenses. If the travel advice code changes to orange or red while you are already at your destination, the cover of your supplementary insurance plans stays in effect.

    Medical costs abroad may turn out higher than what the same care would have cost in the Netherlands. The basic health-care plan covers expenses up to a maximum of the Dutch rate. You will have to pay costs that exceed the Dutch rate yourself. If you use the European Health Insurance Card (EHIC), the regulations of the country where you receive the care determine the reimbursement.

    180 days maximum
    Take into account that the coverage provided by Wereldfit or Superfit is valid for up to 180 days. This coverage stays in effect if you exceed this maximum period due to a mandatory quarantine. One of the conditions for reimbursement is that you are traveling, not living abroad.

    Zorgassistance emergency centre
    Do you unexpectedly need health care or assistance abroad? Please contact our Zorgassistance emergency centre.

  • What is covered if you have to be quarantined abroad?

    Even if you are not infected with the coronavirus, you sometimes have to stay in quarantine.

    Quarantined in hospital
    If you are quarantined in a hospital because you have or may have the coronavirus, the basic health-care plan reimburses your health-care costs up to a maximum of the Dutch rate. If you have Wereldfit or Superfit you are covered for the costs of urgent, necessary care that exceed the Dutch rate. Your supplementary health-care plans do not cover any costs incurred in an area for which a negative travel advice has been implemented (travel advice code orange or red).

    Quarantined elsewhere
    We do not reimburse costs incurred abroad outside the hospital, for example if you are quarantined in a hotel. This also applies to the Wereldfit and Superfit. Unless you or your travel companion has the coronavirus.

    We do not cover costs incurred by a missed flight, or additional costs for accommodation or telephone you make during quarantine. Unless you or your travel companion has the coronavirus.

    Transport and accommodation
    Our Zorgassisstance emergency centre determines whether repatriation is indicated. Repatriation is not possible in case of infection or suspicion thereof. If you arrange transportation to return home or travel to another region yourself, we may not (fully) cover the costs of that transport. If you miss your flight due to illness, Wereldfit and Superfit reimburse the extra transport costs. This does not apply if you do not have supplementary insurance.

    Exceptions
    Take into account that the coverage provided by Wereldfit or Superfit is valid for up to 180 days. This coverage stays in effect if you exceed this maximum period due to a mandatory quarantine.

    Your supplementary health-care plans do not cover any costs incurred in an area for which a negative travel advice has been implemented (travel advice code orange or red).

    Zorgassistance emergency centre
    Do you unexpectedly need health care or assistance abroad? Please contact our Zorgassistance emergency centre.

  • You would like to be checked for the coronavirus abroad. Is this covered?

    If you have to get yourself tested abroad on the advice of a doctor or the authorities, your expenses will be reimbursed by the basic insurance up to a maximum of the Dutch rate. Our supplementary plans Wereldfit and Superfit also reimburse the costs that exceed the Dutch rate.

    A check for the coronavirus at your own request is not covered.

More information?

Be sure to also check out page Coronavirus: information for our insureds.

Questions?
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Questions about corona? View page Everything about coronavirus

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