Assistance Services

Not everything covered by a supplementary health insurance plan involves reimbursement. Assistance services are support services related to medical care—they help organize treatment rather than pay bills. In the eyes of employees, they are often more effective than the budget itself.

What's Included

• Specialist Appointment Service: Arranging last-minute appointments with medical specialists
• Second Opinion: An Independent Medical Assessment Before Major Procedures
• Telemedicine: Video Consultations with Doctors, Online Dermatologist, Symptom Checker
• Medical advice hotlines, some of which are available around the clock
• Psychological Coaching and Counseling Services
• Support for Patients with Serious Illnesses
• Care Guidance for Family Members

Which of these components are included varies significantly depending on the insurer and plan — and they are rarely highlighted in the benefits summary.

Why they are so important for the usage rate

A health care budget is drawn upon when a bill is incurred. Assistance services, on the other hand, can be used in everyday life, even without a specific expense—and they are almost always budget-neutral.

This makes it the ideal starting point: Once someone has scheduled an appointment with a specialist through the service, they’re familiar with the app, understand how bKV works, and will submit their next bill as well. Conversely, a reimbursement-only budget remains invisible until someone happens to have a bill that qualifies.

Does this apply to family members as well?

Some plans also extend assistance services to co-insured or even uninsured family members. This is a factor that carries disproportionate weight in marketing communications—people who can use an advice hotline for their own children view the supplementary health insurance differently.

What to Look for When Comparing Options

• Which components are included, and which ones cost extra?
• Do they put a strain on the budget, or are they available as additional funds?
• Do they also apply to family members?
• How is access organized —app, hotline, portal? An additional login is required to use the service.

Conclusion

Assistance benefits are the underappreciated component of many supplemental health insurance plans. They cost very little, don’t put a strain on the budget, and provide exactly the kind of everyday interactions that later translate into a high utilization rate. When comparing plans, it’s worth considering them on par with the budget and reimbursement rates.