Claims handling process

All notices of patient injury filed in Finland are handled at the Patient Insurance Centre. The handling process proceeds from the registration of the notice of injury to the issuance of a claims decision.

When your notice of injury has been received by the Patient Insurance Centre, its handling will proceed as follows:

The average handling time from the receipt of a notice of injury to the first claims decision is about 7.5 months. Approximately half of the notices of injury are resolved within about seven months and more than 90 per cent within one year of the receipt of the notice of injury. The most time-consuming parts of the claims handling process are the collection and careful examination of the necessary information, reports and statements in order to prepare the claims decision.

After filing the notice of injury

When you have filed a notice of injury with the Patient Insurance Centre, you will receive a confirmation letter informing you about the registration of your notice of injury and the commencement of the claims handling process.

You may supplement your notice of injury and send clarifications for the claims handling electronically or by post when the processing of your case has commenced. You cannot supplement your notice by the phone. Any additional information and clarifications must always be submitted in writing.

Examples of clarifications submitted after filing the notice of injury include response to a hearing, addition to a notice of injury and notice of a change of address. When the Patient Insurance Centre has issued a claims decision, you may submit a request for revision or file a claim for compensation.

Submit clarifications by e-mail or post

You may submit clarifications to the Patient Insurance Centre electronically. In order to contact the Centre electronically, you will need your online banking credentials and the claim reference number of your case. The claim reference number can be found from the confirmation letter or decision sent to you by the Patient Insurance Centre or by calling the Patient Insurance Centre’s customer service. The format of the claim reference number is PO-yyyy-nnnn-nnn, for example PO-2012-1234-123. When you contact the Centre electronically, it is important that you enter claim reference number correctly and do not write anything else in the space reserved for the claim reference number, such as your name or personal identity code.

You can start your electronic transaction here:
Securemail.pvk.fi 
You may choose English when identifying with your bank codes.

If you want to submit additional information or clarifications related to the handling of your case by post or need to submit original material, such as plaster models or x-rays, send them to Patient Insurance Centre, P.O. Box 1, 00084 VAKUUTUSKESKUS. Be sure to always provide the material with the claim reference number, the patient’s name and personal identity code and the sender’s name and address.

Please note that the Patient Insurance Centre does not have a generic e-mail address in use, such as the registry address. Neither can documents or clarifications that contain personal data be sent to the e-mail addresses of our employees.

Problems with electronic submission: If you encounter technical problems when filling out and submitting the electronic form, send e-mail to PVK.lomaketuki(@)vakuutuskeskus.fi. This e-mail address will only serve you in technical issues related to the use of electronic services from 9 am to 3 pm.

If your case is not yet pending at the Patient Insurance Centre, read the instructions on how to file a notice of injury.
Filing a notice of injury

Further information

For further information about the processing of the notice of injury, read the pairs of questions and answers provided on our website.

Frequently asked questions: handling of notices of injury

Contact details of the Patient Insurance Centre

20.08.2019