Contact and Help

a. What are the working times of the PZU Zdrowie information hotline?

• Consultants of our information hotline are available 24/7.

b. How can I order my medical documentation?

• You can order your medical documentation directly in a medical center. It is enough to file an application for issuing medical documentation. Copies of medical documentation may be received in person or through a person authorized by you who needs to present the employee at the reception desk with a completed authorization form. Forms of the documents can be downloaded here.

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

• We do not require referrals to specialists – neither for adults, nor for children.

d. Will a referral to a diagnostic test issued by a center outside the network of PZU Zdrowie centers be accepted?

• We honor referrals for diagnostic tests issued by physicians outside the PZU Zdrowie network.

e. Where can I find the nearest medical center?

• You can take advantage of medical care in PZU Zdrowie medical centers and in partner centers. To check the up-to-date list of medical centers, click “Our centers” or log in to mojePZU. You can also ask a consultant of our information hotline at 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with the operator’s rates).

f. Can a child come to an appointment or a test with a person who is not their legal guardian?

• Yes, for consultations and some tests, e.g. blood collection, ultrasound tests. Children up to 16 years of age may use medical services under the guidance of their actual guardian, e.g. grandmother, if the latter holds an authorization from the child’s legal guardian (parent). Persons aged 16 to 18 may use medical services on their own also on the basis of a relevant authorization submitted by their legal guardians. Forms of authorizations can be found in the tab “Forms and applications”.

g. Will I be accepted if I arrive late to an appointment?

• If you are more than 10 minutes late, we will confirm with the doctor that they will be able to see you. If the doctor cannot see you, we will set a different date of your appointment. If you are less than 5 minutes late, a receptionist will direct you to the doctor’s surgery.

h. What data are needed by a doctor to issue a sick leave?

• To issue a sick leave in electronic form, the doctor will need the PESEL number of the patient or their guardian (if a sick leave is issued to care for a child or family member). Those who do not have a PESEL number give the number of the document that confirms their identity (passport, identification card). A sick leave issued by a doctor will be sent electronically directly to your employer.

i. How to prepare for tests correctly?

• If you are in doubt how to prepare for tests specified in your referral, look here

j. Does PZU Zdrowie perform services within the National Health Fund (NFZ)?

• Yes, PZU Zdrowie medical centers perform services within the NFZ. Find the medical center which interests you and check what scope of services are provided by it.

k. I do not have PZU Zdrowie medical care. Can I use a service privately?

• You can use a private appointment. It is enough to make an appointment via the information hotline or through the Virtual Clinic. You can also make an appointment directly in a medical center. Find the medical center which interests you and check what scope of services are provided by it.

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

• You can make a doctor’s appointment:
  • through the mojePZU portal or mojePZU mobile app – here you can have access to schedules of own centers and selected cooperating centers. You may also define preferences concerning the location, the date of the appointment and the doctor,
  • on our 24/7 information hotline – 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with the operator’s rates),
  • directly at the PZU Zdrowie medical center of your choice.

b. How to register for a test?

• You may book a test: 
  • through the mojePZU portal or mojePZU mobile app,
  • on our 24/7 information hotline – 801 405 905 or 15 48 799 698 698 (charges in accordance with the operator’s rates),
  • directly at the PZU Zdrowie medical center chosen by you.

c. How to make an appointment for Occupational Medicine examinations?

• To make an appointment for Occupational Medicine examinations, call the PZU Zdrowie information hotline at 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with the operator’s rates). Before the conversation, prepare a referral to tests.
• After the tests, you will receive from the doctor the original and a copy of a certificate. Give the original to your employer, and keep the copy for yourself.

d. How to cancel an appointment?

• You may call off or postpone an appointment through:
  • mojePZU (you will be redirected to the log in page) or mojePZU mobile app,
  • Return text message with the code assigned on the appointment confirmation,
  • PZU Zdrowie information hotline: 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with the operator’s rates) (redirecting to contact)
  • contacting a PZU Zdrowie center where the appointment was scheduled to take place.

e. How can I reserve a prescription?

• You may order a prescription for medication without a follow-up medical appointment.  Contact the PZU Zdrowie information hotline. If the service of issuing a prescription is available at the center where you are treated, the consultant will accept your request. If there is no such possibility, the consultant will make an appointment for a medical appointment or teleconsultation for you.  A doctor may refuse to issue a prescription without a follow-up appointment if this is justified by medical reasons or follows from generally applicable legal regulations.

f. When can I receive a prescription for refunded medicines?

• To receive a prescription for refunded medicines, you have to have the right to health care services financed from the National Health Fund (NFZ). Employees of the center will check it in the eWUŚ system. You can also present a relevant declaration, whose form you can find here.
• If the eWUŚ system does not confirm your rights to services within the NFZ or if you fail to submit the required declaration, you will have to pay the full price for your medicines.
• A decision on refunding is made each time by a doctor based on their medical knowledge and in accordance with regulations on refunding. For some medicines – especially those for chronic illnesses – you must present records to confirm the diagnosis and the treatment to date.

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

• Go to moje.pzu.pl website and click “Register”.
• Enter your basic data: first name, last name, PESEL number.
• Give your e-mail address or telephone number to confirm the data.
• Receive an email or text message with a verification code.
• Enter the code and complete the registration.

• To activate the app, you need to have an account in the mojePZU portal. Then, there are 3 simple steps.
  • Log in using your login and password assigned to the mojePZU portal.
  • Enter the code sent in a text message to the telephone number assigned to your account.
  •  Create a PIN for you to log in the app.

• Call us – 801 102 007 (charges for calls in accordance with the operator’s rates).
• You may also take advantage of the password reminder option available on the logging site to the mojePZU patient’s portal.

• In the mojePZU portal, you can view results of laboratory tests performed in PZU Zdrowie premium centers.  To be able to view results of laboratory tests, please make an appointment to tests via mojePZU or via our hotline at 801 405 905, 22 505 15 48 or 799 698 698 (charges in accordance with the operator’s rates).

• On the mojePZU portal, you can check:
  • referrals to specialist consultations,
  • referrals to diagnostic laboratories (for ultrasound, X-ray, ECG tests),
  • referrals to laboratory tests,
  • issued e-prescriptions with their codes,
  • lists of ordered tests,
  • doctor’s recommendations from the appointment, 
  • information on documents issued during the appointment (certificates, eZLA electronic sick leaves, etc.),
  • results of laboratory tests (if performed in PZU Zdrowie premium centers).
• You can also add medical documentation to an appointment made on mojePZU.

• To be able to view your documents safely on the mojePZU portal, confirm your identity there. You will find a detailed instruction here. Access to medical information and electronic referrals is provided to patients who:
  • have made an appointment via the information hotline or mojePZU,
  • have made an appointment to a PREMIUM PZU Zdrowie center.

• Yes, you can make an appointment for your child via the mojePZU portal. To do it, add the child’s data in mojePZU.
• The child’s data can be added until he or she reaches the age of majority.
• Only a parent or legal guardian with full parental rights may add a child’s data.
• You can name the child’s second parent or legal guardian. Due to this, the person named by you will be able to make an appointment for child to a doctor via their account at mojePZU.

a. How to file a complaint/grievance?
b. How do we handle complaints/grievances?
c. Report a complaint/grievance​