Frequently asked questions
New policyholders
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To log into My VGZ, use your DigiD.
If you have lost your DigiD login details, you can request these via the DigiD website. Go to www.DigiD.nl and follow the steps to request new login details. -
You can view and download your policy schedule in the VGZ app or via My VGZ.Your policy schedule can be found in your inbox.
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We don't automatically send a physical healthcare card. After the effective date of your healthcare insurance, you'll receive your new healthcare card in the VGZ app. That way, you always have your healthcare card and EHIC (European Healthcare Card) at hand in your phone.
Still prefer to apply for a physical healthcare card?
After the effective date of your healthcare insurance, you can apply for one online via My VGZ. You can request your healthcare card under 'Zorgpas aanvragen' ('Request healthcare card').You can also apply for the healthcare card in the VGZ app.
You can select the insured for whom you want to request the healthcare card in My VGZ or the VGZ app. You'll then receive it free of charge within 5 days.
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Submitting a claim online
You can easily and securely submit your claim via our VGZ app or My VGZ.You'll receive the amount we reimburse in your account within 4 business days.Do you want to know more about submitting a claim for someone else or submitting claims by mail? You can find more information about about that here.
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At VGZ, you have the choice to pay your mandatory excess in 10 instalments. If you opt for this, you'll pay an amount of € 38,50 per person per month from the end of February to the end of November. Even if you haven't yet incurred any healthcare costs.
Important! You can only apply for this in January. You can do so via the app or My VGZ.More information on the paying the excess in instalments.
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Pay by direct debit
If you pay by direct debit, we'll automatically debit your premium from your bank account. This happens around the 27th of each month. The premium is always debited in advance. This means that we'll debit the premium for February on 27 January. Please note that there are exceptions (e.g. for the Gemeentepakket Den Haag policy, the debit date is the 24th).
Pay by iDeal
If you pay by iDeal, you'll receive an email with an invoice. This email contains an iDEAL link, making it very easy to pay the premium yourself. We'd like to receive the premium before the 12th of the following month. -
Not to worry! If you register as a newly insured, we'll cancel your old insurance for you. If you have already paid the premium for January to your previous healthcare insurer, they'll refund this amount.
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Will your child be 18 this year and, as the main insured, would you like to pay the full annual premium for all family members directly? You'll then pay the full premium in advance. Including for the months in which your child is 18 years of age. Do you want to prevent this? Make sure your child applies for their own policy or cancels the insurance before you receive the invoice for the annual payment in December.
VGZ app
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In the app, go to 'Claims overview' > 'Claim status'. Here you can see whether your claim has been submitted, is pending or has been processed.
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There's no need, as UnitedConsumers has its own app. This app also allows you to easily and quickly submit claims, view your excess and always have your healthcare card (EHIC) to hand. Read more about it or download the app from the UnitedConsumers website.
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In the app, go to 'Claims overview' > 'Used-up care'. Here you can see all healthcare invoices by year. These are the invoices you submitted yourself and the invoices submitted by your healthcare provider. That way, you always have a complete overview.
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Yes, you can! The app is convenient for all our insured. As a co-insured, you can, for example, view your policy and excess, submit claims and see how many reimbursements you have left. The app also ensures you always have your digital healthcare card at hand. And did you know you can use convenient services like the VGZ Mindfulness Coach app, or the online medication service for free? Download the app and discover the possibilities.
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That is of course not supposed to happen! We expect this to be due to the browser. You should therefore check which browser is installed on your Android device. DigiD supports:
Samsung browser pre-installed on Samsung devices
Mobile browsers: Chrome, Edge and Firefox.From the Playstore, download 1 of these 3 browsers and install it. Then, in your default app settings, you can set Chrome, Edge or Firefox as your default browser app. It works like this:
Do you have an Android 9? Then go to Settings > Apps > Default apps > Browser > Chrome
Do you have an Android 10? Then go to Settings > Apps and notifications > Chrome > Advanced and Browser app.Finally, check via Settings/Apps/Chrome that the default browser app isn't set to Ziggo safe online or KPN safe mode. Is that the case? Then change this to Chrome, Edge or Firefox. We hope that with these steps, you can now register without any problems.
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Research among more than 6,000 respondents shows that VGZ offers the best digital service compared to other healthcare insurers. Those surveyed had to perform various service tasks via smartphone, desktop and app. Our app scored the best in these! Source: Digital Service Benchmark Healthcare Insurance 2023.
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Yes, you can, feel free to look through the app in advance. Just know: you can't use all the features yet. Has your insurance taken effect? Then you can see and use everything in the app.
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This could be due to the power/battery saver setting on your device. Our app disables energy/battery saving during registration with DigiD. Check whether power/battery saving is on and if so, switch it off. How that works depends on your device:
The device's power saving mode for IOS 11 (and above) and Android 10 (and above) can be found at 'Settings' > 'Battery'For Android lower than version 10, you can find this at 'Settings', > 'Device Maintenance' > 'Battery'.
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You get this message because your operating system is too old. The system on your phone is then no longer supported by Google or Apple. You can fix this with a newer version of the operating system on your device. Much safer too!
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Yes! Because you were previously insured with us you can still use the app. For example, to view bills. Or to make a payment arrangement. You can arrange something through the app or view data up to 3 years after cancelling your insurance with us. Please note: you won't see all the features in this app (anymore).
Reimbursements
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Do you want to know whether the care you need is reimbursed? The app contains a reimbursement overview under Reimbursements. This overview is only available in Dutch. However, because you log into the app, the reimbursement overview has been tailored to how you're insured. Under Document and forms on this website you'll find an overview of the most common reimbursements translated into English in a PDF. If you aren't sure how you're insured, you'll find your policy schedule under Insurance and then Policy in the app.
If you would like to know how much you'll be reimbursed for specific care this year, you can view your personal reimbursements in the VGZ app. This also counts for how much budget you have left?
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The Care Finder shows which healthcare providers are in your area and with whom we have a contract. For almost all care, we make annual agreements with healthcare providers. These agreements concern the price and quality of care, and have been laid down in contracts. Check your personal reimbursements to see what reimbursement you'll get when you go to a healthcare provider with and without a contract.
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For the reimbursement of some treatments in our dental insurance, a waiting period of up to 12 months applies. This means that you'll simply pay your premium in the 1st year. However, you'll not receive a reimbursement for some treatments. You'll be entitled to the reimbursements from year 2 onwards. This is necessary because a waiting period helps us to keep care affordable for everyone.
There are exceptions to the 12-month waiting period, such as when you had a similar policy with another insurer in the Netherlands the previous year. Please call our customer service for more information about this.
Care
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We make service contracts with healthcare providers for most types of treatment or we have assigned healthcare providers. If you need help finding a contracted healthcare provider, check under Zorgzoeker (in Dutch) to see which local healthcare provider has been contracted or assigned.
If you need help choosing a healthcare provider, such as a specialist or to arrange quicker treatment due to waiting times, we can assist you. Call our healthcare advisors on 088 - 131 16 11 on working days between 9 a.m. and 5 p.m.
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Your health insurance card information is necessary
Your citizen service number (Burgerservicenummer or BSN) and VGZ customer number are listed on your health insurance card which you receive with your policy. Healthcare providers need this information in order to file claims, and they may ask you for this information at the time of treatment.Your EHIC (European Health Insurance Card) status is also listed on your health insurance card. With this card designation, you are covered for essential medical assistance in most European countries.
You can also have your health insurance card information at your fingertips using the VGZ Care app
The VGZ Care app gives you quick and easy access to your health insurance card and your EHIC (European Health Insurance Card) information. This app also works outside The Netherlands, so wherever you go, the app goes with you. With this app, you can also:- process claims quickly and easily
- check your policy coverage and remaining coverage balance
- find important telephone numbers.
VGZ healthcare card
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It's always good to communicate changes to us quickly. If the change is also related to your healthcare card, your digital healthcare card will be updated in the VGZ app. You don't need to provide us with a new address, as the municipality does this for you.
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On the back of your plastic healthcare card is the European Health Insurance Card (EHIC). With this information your healthcare provider submits a claim to us. Has your plastic card expired? Then we'll no longer automatically send you a new card. In the VGZ app, your healthcare card and EHIC are always available to you digitally. For the Netherlands, this digital information is enough. This may be different abroad, however. The information in the app is not an official document.
Sometimes a healthcare provider abroad does ask for official proof. If so, contact the VGZ Emergency Centre on +31 40 297 55 50. We'll then send proof of insurance to the healthcare provider. This way, you avoid the possibility of having to advance the cost yourself. Or request a plastic healthcare card and EHIC from us yourself before departure via the VGZ app. You'll receive your card at home within 5 working days for free.
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Do you visit a healthcare provider in the Netherlands and they ask for a healthcare card? In the Netherlands, the information on your digital healthcare card is enough for your healthcare provider. This allows your healthcare provider to submit a claim to us. You can find the digital version of the healthcare card in the VGZ app under the heading 'Healthcare insurance'. Do you prefer a card in your wallet anyway? Then you can apply for it yourself for free in the VGZ app.
Your official, legal proof is your policy schedule, but you almost never need this. Your policy schedule shows which insurance you have. This information is also in the VGZ app.
In the VGZ app, you'll find information that can also be found on an EHIC (European Health Insurance Card). This allows your healthcare provider abroad to submit a claim to us. Note that it isn't an official document. Sometimes a healthcare provider abroad does ask for official proof. In that case, contact the VGZ Emergency Centre: +31 40 297 55 50. We'll then send proof of insurance to the healthcare provider. This way, you avoid having to potentially advance the cost yourself. Or easily apply for a plastic healthcare card and EHIC yourself before departure via the VGZ app.
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You can find your policy number on your policy in the VGZ app.
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We'll set up your VGZ healthcare card for you in the VGZ app after the effective date of your healthcare insurance. That way you always have it to hand. Do you prefer a card in your wallet anyway? Then you can apply for it yourself after the effective date of your healthcare insurance via the VGZ app.
In the app, you'll also find information contained on your European Health Insurance Card (EHIC). With this information, a healthcare provider from most countries in Europe can submit a claim to us. Please note that it isn't an official EHIC. In the VGZ app, you will find the digital information of your healthcare card and EHIC under the heading 'Healthcare insurance'.
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Will your healthcare card with EHIC (European Health Insurance Card) expire? Then we'll ready the information digitally in the VGZ app under the heading 'Healthcare insurance'. Would you rather have a healthcare card in your wallet? Then you can apply for it yourself for free after the effective date of your healthcare insurance via the VGZ app. You'll receive a new healthcare card at home within 5 working days.
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Not to worry. You'll also find your digital healthcare card in the VGZ app under the heading 'Healthcare insurance'. In the Netherlands, this is enough for your healthcare provider to submit a claim to us.
Your EHIC information is also in the app, but isn't an official proof of insurance. Sometimes a healthcare provider abroad does ask for official proof. If so, contact the VGZ Emergency Centre on +31 40 297 55 50. We'll then send proof of insurance to the healthcare provider. This way, you avoid potentially having to advance the cost yourself. Also be sure to always call this number if you need (urgent) care.
Prefer a plastic healthcare card with EHIC with you when travelling? Apply for one before departure via the VGZ app.
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You can destroy the card. The insured can apply for a new healthcare card themselves or use the digital version in the app. You don't need to send the card to us.
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We'll no longer automatically send you a plastic card. It's better for the environment and saves costs. You almost never have to show the card in the Netherlands. A digital version of the healthcare card and EHIC will be ready for you in the VGZ app after the effective date of your healthcare insurance. To find out more, look under the Insurance heading. Prefer to have a card in your wallet? You can apply for one in the VGZ app after the effective date of your healthcare insurance.
Submitting a claim
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You can submit invoices no later than 3 years after the start of the treatment.
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We accept invoices written in Dutch, English, German, French or Spanish. In case of other languages we may ask you to have an invoice translated by a official translator. If so, you will have to pay the translation costs yourself.
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If you've submitted your claim using the VGZ app, the amount that we reimburse will be in your bank account within 4 working days. If you've submitted by mail, things will take a little longer: 10 working days.
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If you've submitted your expense claim using the VGZ app, we'll notify you within 4 working days. If you've submitted your claim by mail, it'll take 10 working days. Don't worry, you'll always get a notification.
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There may be several reasons why a claim is not (fully) reimbursed. In most cases, the healthcare expense invoice (Zorgkostenfactuur) provides a brief explanation of why you have to pay (part of) it yourself. You can find the healthcare expense invoice (zorgkostenfactuur) in the VGZ app. Unfortunately, healthcare expense invoices are still in Dutch for the time being. If you have any questions about the invoice, please contact our call centre.
Invoices and payments
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All the amounts that you still have to pay can be found on the homepage of the VGZ app under 'Outstanding invoices'.
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It could be the description of the healthcare costs is unclear for you. Or you don't recognise a healthcare provider. Due to privacy reasons, we're unfortunately not allowed to include all information about the treatment on the healthcare expense invoice. In the VGZ app, you'll find all your healthcare expense invoices including all treatment information on the homepage under 'Healthcare expense invoices'. Unfortunately, healthcare expense invoices are still in Dutch for the time being. If you have any questions about the invoice, please contact our call centre.
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In the VGZ app, you'll find the premium that is debited each month (if you've opted for monthly payments) under Insurance and then 'Policy'. You'll also find 'Completed invoices' under the same Insurance heading, which shows you an overview of all healthcare expense invoices.
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Have you unexpectedly received a costly invoice and is paying it not convenient right now? Not to worry. That's why we're here to offer solutions. You could, for example, pay the invoice later. Or you can pay your premium or healthcare costs in instalments with a payment plan. Select 'Request a payment plan' in the VGZ app under Service.
Make changes
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You can change your packages and excess from 12 November to 31 January. Sometimes you can also change your healthcare insurance during the year. For example, if you have a new job or if your child turns 18. You can easily change things yourself in the VGZ app.
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Divorce, retiring or changing jobs – it can all affect your healthcare insurance. The same applies if your child turns 18 or if a family member dies. You can find out what the consequences are for your healthcare insurance and what you need to do for each situation on the page 'Notifying changes'.
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You inform your municipality of your change of address. We'll then receive the new address automatically. Convenient! Please note: this takes up to 7 working days. The VGZ app will show the new address after this time.
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You can arrange this yourself in the VGZ app. Select the payment method that suits you for paying the premium and excess. View everything about payments here.
Other
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You can find your policy in the VGZ app. Your insurance, including premiums, can be found under Insurance. The official policy schedule can be found in your inbox as a PDF file. You can save or print this file.