Frequently asked questions

Here you will find answers to the questions we most frequently receive and explanations of some of the terms we use.

What is a policy number, and where can I find my insurance documents?
The policy number can also be referred to as an insurance number.
If you have private health insurance, you can find your policy number and insurance documents on "My Pages" at
If you have health insurance through your job, please contact your employer.
If you need help finding your policy number, you can call us at 23 01 48 00.

What is a referral, and what are the requirements for it?
A referral describes a need for further assessment or treatment that your general practitioner or other healthcare professionals with referral rights cannot perform themselves. The referral should include your personal information, details about your medical conditions, what needs to be examined, the name and HPR number of the referrer, and the date. If you have been referred for assessment or treatment, you can report a claim here. Once we have received your referral, we will contact you within a few working days.

What is the treatment guarantee, and when does it come into effect?
The treatment guarantee is a guarantee that the first examination or treatment will take place within a specified number of working days. The treatment guarantee runs from the time you have reported your claim, and we have received both a power of attorney and the referral or any other necessary medical documentation.
Our treatment guarantee is 7 working days for assessment, followed by 10 working days for treatment.

Can I schedule an appointment for assessment or treatment myself and get it reimbursed?
No, all expenses must be pre-approved in writing by Vertikal Helse, and they should primarily be arranged by your medical advisor. You can schedule an appointment for physiotherapy yourself when you use the self-booking solution when reporting a new claim on our website.

What is a medical summary (epikrise)?
A medical summary, or "epikrise," is a brief written account of symptoms, any treatment measures, and results written by the specialist physician. The medical summary is prepared after your appointment and is sent to Vertikal Helse, as well as to the doctor, or other healthcare professional, who referred you.

What is the difference between primary and secondary healthcare services?
Primary healthcare services are the first-line services that patients encounter. It is the part of the healthcare system organized at the municipal level and includes services provided by general practitioners, physiotherapists, and health stations, among others.

Secondary healthcare services, also known as specialist healthcare services, are the state-run part of the healthcare system. This is where specialist physicians work at the hospital level, such as orthopedic surgeons, cardiologists, and ophthalmologists.

If you can't find the answer to your question, you can call us at 23 01 48 00. Our phone lines are open from 09:00 to 15:00, Monday to Friday.