Online doctor – medical consultation via video call

Video consultations with doctors make it possible to conveniently access specialist medical advice, as well as the associated remote treatment and therapy, whilst abroad – provided that, according to generally accepted professional standards, a face-to-face visit to the doctor is not necessary. Appointments can be arranged at short notice or even immediately, including in the evenings and at weekends – with no waiting times whatsoever.

The online doctor is intended to provide you with initial medical guidance. This does not in any way restrict your freedom to choose your own doctor.

The cost of the online medical consultation is a one-off fee of € 14.89. Additional costs will apply in accordance with the scale of fees for doctors.

Following your online consultation, you will receive two invoices: one for the one-off flat fee and a second invoice for the medical service (GOÄ - Gebührenordnung für Ärzte / German medical fee schedule). Please submit both invoices using the Online claims form and receive a reimbursement (subject to any excess, depending on your policy).

The service is available worldwide.

Prescriptions are sent via secure file transfer software, with a download link sent to you by email.

1. The prescription will be uploaded by the consulting doctor and sent to your email address
2. You will receive an email containing a secure download link
3. When you click on the link, enter your email address (this must be the same as the recipient’s address)
4. You will receive a one-off verification code by email
5. Once you have entered the code, you can download the recipe as a PDF file

This process is underpinned by a range of security and control measures, ensuring a high level of protection for your sensitive health data.

Following your online consultation, you will receive two invoices (one for the one-off flat fee and a second for the medical service (GOÄ)), which you must pay first and then submit via the Online claims form with us so that we can reimburse you in accordance with our rates.

When booking an appointment, you will be asked to provide some personal details and select a suitable time slot (a 2-hour window). To do this, please select the time zone you are currently in whilst travelling. Shortly afterwards, you will receive an appointment confirmation and the access link by email. If you wish to provide the consulting doctor with medical documents, such as medical or laboratory reports, in digital form, you can do so via the access link provided.

You will receive the invoice via a secure download link by email. Please settle this yourself for the time being.

After your trip, please fill in the Online claims form and we will reimburse your expenses as soon as possible.

Yes, if something has come up and you would like to cancel an appointment you have already made, you can do so easily and free of charge by calling 0800 1121310 or by replying to the appointment confirmation email. There are no cancellation fees.

Yes, in the access link you receive after booking your appointment, you can use the upload function to upload documents and make them available to the doctor for the consultation.

When your medical documents are transmitted, TLS encryption is used in accordance with versions 1.2 and 1.3, with a key length of up to 4096 bits. For security reasons, older standards are not supported. The encryption is carried out automatically by your browser; you do not need to do anything. For security reasons, you should ensure that you always use an up-to-date browser.

You will need a PC or laptop, or a mobile device such as a tablet or smartphone (running Android 8 or later and iOS version 14 or later). The devices must have a webcam, a speaker and a microphone, and these functions must be enabled. The video consultation works with all standard browsers.

The Online Doctor service is a joint venture and is provided by MD Medicus AssistanceService GmbH on behalf of HanseMerkur. The general medical confidentiality applies, and no information from the consultations – whether via chat or the health helpline – will be passed on to third parties. However, if you wish for information to be passed on, e.g. to your GP or a specialist, this is only possible if you expressly release the doctors at MD Medicus from their duty of confidentiality. A waiver of confidentiality must be explicitly authorised on a form to be completed.

The Online Doctor service is provided by MD Medicus Telemedizinische Behandlungen und Versorgung GmbH on behalf of HanseMerkur Reiseversicherung. The team comprises more than 80 doctors from a wide range of specialisms, including general practitioners, internists, cardiologists, paediatricians, neurologists, orthopaedic surgeons, sports medicine specialists, tropical medicine specialists and dentists. A wide network of additional specialists is on hand to assist with specific queries.