Contact and Help

a. What are the opening hours of the PZU Zdrowie helpline?

• Our helpline consultants are available 24/7, every day.

b. How can I request my medical records?

• You can request your medical records directly at a medical facility. All you need to do is submit a request for the release of medical records. A copy of your medical records can be collected in person or by an authorized person – they must present a completed authorization form to the reception staff. Document templates can be downloaded here. 

c. Do I need a referral to see a specialist?

• No, we do not require referrals for specialist visits for both adults and children. 

d. Will a referral for diagnostic tests issued outside the PZU Zdrowie network be accepted? 

• We accept referrals for diagnostic tests issued by doctors outside the PZU Zdrowie network.

e. Where can I find the nearest medical facility?

• You can use medical services at PZU Zdrowie medical centers and partner facilities. To check the current list of medical facilities, click on Our facilities or log in to the mojePZU portal. You can also ask our helpline consultant at 801 405 905, 22 505 15 48 or 799 698 698 (charges according to your operator’s tariff).

f. Can a child attend an appointment or test with someone who is not their legal guardian?

• Yes, in the case of consultations and certain tests, e.g. blood collection or ultrasound examination. Children under 16 may use medical services under the supervision of a factual guardian, e.g. a grandparent, provided they have authorization from the legal guardian (parent). Persons aged 16 to 18 may also use medical services independently based on appropriate authorization granted by their legal guardian. Authorization templates can be found in the Patient Guide section.

g. Will I be admitted if I am late for my appointment?

• In the event of a delay occurring at the facility, the patient is informed by phone or on-site.
  If the patient is late by more than half of the appointment time, the staff will verify with the doctor whether it is possible to admit the patient.
  An alternative appointment will be предложed.

h. What data does a doctor need to issue a sick leave certificate?

• To issue an electronic sick leave certificate, the doctor needs the patient’s PESEL number or the guardian’s PESEL number (in the case of issuing leave for caring for a child or family member). Persons who do not have a PESEL number should provide the number of an identity document (passport, ID card). A sick leave certificate issued by a doctor will be sent directly to your employer.

i. How should I properly prepare for tests?

• If you have any doubts about how to prepare for tests listed on your referral, please refer to the Patient Guide.

j. Does PZU Zdrowie provide services under the National Health Fund (NFZ)?

• Yes, PZU Zdrowie medical facilities provide services under the NFZ. Find the facility you are interested in here  and check what services are offered by that facility.

k. I do not have medical coverage with PZU Zdrowie. Can I use services privately?

• You can use private services. Simply book an appointment via the helpline or through mojePZU. You can also book directly at the medical facility. Find the facility you are interested in and check what services it offers.

a. How can I book a doctor’s appointment?

• You can book a doctor’s appointment:
  • via the mojePZU portal or the mojePZU mobile application – here you have access to schedules of PZU Zdrowie’s own facilities and selected partner facilities. You can also specify your preferences regarding location, appointment date, and doctor,
  • via the 24/7 helpline – 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with your operator’s tariff),
  • directly at a PZU Zdrowie medical facility of your choice.

b. How can I book a test?

• You can book a test:  
  • via the mojePZU portal or the mojePZU mobile application,
  • via the 24/7 helpline – 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with your operator’s tariff),
  • directly at a PZU Zdrowie medical facility of your choice.

c. How can I schedule occupational medicine examinations?

• To schedule occupational medicine examinations, call the PZU Zdrowie helpline at 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with your operator’s tariff). Before the call, prepare your referral for the examination.
• After the examinations, you will receive the original and a copy of the certificate from the doctor. Submit the original to your employer and keep the copy for yourself.

d. How can I cancel an appointment?

• You can cancel or reschedule an appointment via:
  • mojePZU (redirect to the login page) or the mojePZU mobile application,
  • a reply SMS with the code provided in the appointment confirmation, 
  • the PZU Zdrowie helpline – 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with your operator’s tariff)  (redirect to contact)
  • contacting the PZU Zdrowie facility where the appointment was scheduled. 

e. How can I request a prescription?

• You can request a prescription for medication without a follow-up visit.  Contact the PZU Zdrowie helpline. If the prescription issuance service is available at the facility where you are treated, the consultant will accept your request. If this is not possible, the consultant will schedule a doctor’s appointment or a teleconsultation.  The doctor may refuse to issue a prescription without a follow-up visit if this is justified for medical reasons or results from applicable legal regulations.

f. When can I obtain a prescription for reimbursed medication?

• To obtain a prescription for reimbursed medication, you must be entitled to healthcare services financed by the National Health Fund (NFZ). The facility staff will verify this in the eWUŚ system. You may also submit an appropriate declaration, a template of which can be found here 
• If the eWUŚ system does not confirm your entitlement to NFZ services or if you do not submit the required declaration, you will pay the full price for the medication.
• The decision on reimbursement is made each time by the doctor based on their medical knowledge and in accordance with reimbursement regulations. For certain medications – mainly for chronic diseases – you must provide documentation confirming the diagnosis and previous treatment.

a. Who can access the mojePZU portal?

• The mojePZU portal is available to adult customers who have medical care with PZU Zdrowie.

b. How can I gain access to the mojePZU portal?

• Go to moje.pzu.pl and click “Register”.
• Enter your basic details: first name, last name, PESEL.
• Provide your email address or phone number to confirm your data.
• Receive an email or SMS with a verification code.
• Enter the code and complete the registration.

c. How do I access the mojePZU mobile application?

• Download the mojePZU app from Google Play, App Store or AppGallery to your mobile device.
• To activate the application, you must have an account in the mojePZU portal. Then just follow 3 simple steps.

1. Log in using your login and password assigned to the mojePZU portal.
2. Enter the SMS code sent to the phone number assigned to your account.
3. Create a PIN that you will use to log in to the application.

d. I forgot my password for the mojePZU patient portal – what can I do?

• Call us – 801 102 007 (charges in accordance with your operator’s tariff).
• You can also use the password reminder option available on the mojePZU patient portal login page.

e. Will I see my laboratory test results in the mojePZU patient portal?

• In the mojePZU portal, you can view laboratory test results performed in PZU Zdrowie Premium facilities or at collection points of our partners Diagnostyka S.A. and Synevo.  To access your laboratory test results, schedule your tests via mojePZU or through our helpline – 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with your operator’s tariff).

f. What documents from a visit can I find in the mojePZU portal?

• In the mojePZU portal, you can check:

1. referrals for specialist consultations,
2. referrals to diagnostic departments (for ultrasound, X-ray, ECG tests),
3. referrals for laboratory tests,
4. referrals for rehabilitation procedures,
5. issued e-prescriptions along with their codes,
6. a list of ordered tests,
7. medical recommendations from the visit, 
8. information about documents issued during the visit (certificates, e-sick leave certificates and others),
9. laboratory test results (if performed in PZU Zdrowie Premium facilities or at collection points of our partners Diagnostyka S.A. and Synevo).

• You can also add medical documentation to an appointment scheduled in mojePZU.

g. Why don’t I have access to my medical records in the mojePZU portal?

• To securely view your documents in the mojePZU portal, confirm your identity there. You can find detailed instructions here. Access to medical information and electronic referrals is available to patients who:

1. scheduled their appointment via the helpline or mojePZU,
2. scheduled their appointment at a PZU Zdrowie PREMIUM facility.

h. Can I book an appointment for my child via the mojePZU portal?

• Yes, you can book an appointment for your child via mojePZU. To do this, add their details in mojePZU. 
• Your child’s data can be added until they reach the age of majority.
• Only a parent or legal guardian with full parental rights can add a child’s data.
• You can designate the child’s other parent or guardian. Thanks to this, the indicated person will also be able to book appointments for the child via their own mojePZU account.

a. Where can I obtain additional information regarding my medical care?
Additional information about using medical care can be obtained at kontakt_zdrowie@pzu.pl.

b. What kind of inquiries can I send to kontakt_zdrowie@pzu.pl?
You may send questions regarding, among others:

• the scope and terms of using your medical package,
• access to documentation and updating your data,
• rules for organizing appointments and tests,
• assistance in obtaining medical documentation (e.g. referrals, test results),
• the operation of medical facilities and the availability of services and specialists.

c. Can I submit questions not listed above?
Yes. The address kontakt_zdrowie@pzu.pl handles a wide range of topics related to PZU Zdrowie medical care.