Coronavirus - Customer Support

Here to help you with the important things

All of Ireland’s people and communities are rallying to play our part to respond to the Covid-19 emergency. At Irish Life Health we’ve also taken steps to protect our people and to maintain our service to you during this time.

The safety and well-being of our customers, team members and our wider communities is our priority. Our service continuity plans are now up and running, with most of our people working from home over the coming days and weeks to help maintain our service to you.

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You can access all of your plan information online and get the answer for most of your queries.

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We’re here to help in any way we can. However we’re sorry that at the moment you might not get to speak to us a quickly as normal.

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Coronavirus (COVID-19) Information

Coronavirus (COVID-19) Information

With all the news reports on coronavirus (COVID-19), we understand that this is a worrying time for you and your family.
To help keep you informed, see below some FAQs and links to our self-service app and other digital services should you need them.

Useful links

Health and Travel Insurance FAQ's

You can login to your Member Area to check what level of cover is on your plan. If this is your first time logging on to your member area, you will need your policy and member number to do so.

The HSE are advising anyone who thinks they may have been exposed to the virus, to not attend a hospital or healthcare facility. Instead, you should call your GP or the HSE directly on 1850 241 850 for advice. If the decision is made to admit you to a hospital it will be based on current protocols for admission under the guidance of the HSE.

Your travel insurance policy provided by Allianz Assistance does not provide cover for any cancellation costs incurred as the result of a notice to “Avoid Non Essential Travel” from the Department of Foreign Affairs and Trade.

There is no cover for expenses incurred by a person who is put in quarantine without receiving medical attention or self isolates whilst overseas. For any questions about your travel insurance policy you can call Allianz on 00 353 1 619 3620 or view your policy terms and conditions in your Travel Insurance Policy in your member area at

If you have travel insurance through another provider we recommend you contact your provider for clarity on the specific terms and conditions of your travel insurance policy.

The Department of Foreign Affairs and Trade are monitoring the Coronavirus situation closely and is regularly updating its travel advice.

It is important to keep yourself up to date on the situation in the country you intend to travel to and follow the travel advice issued by the Department of Foreign Affairs and Trade

Please refer to your carrier for updated travel information before travelling to the airport or point of international departure.

If you choose to travel to a destination where the Department of Foreign Affairs and Trade have issued a notice to “Avoid Non Essential Travel”, you will not be covered for medical or repatriation expenses abroad.

Your A&E Abroad benefit cover for emergency in-patient treatment will cover you for trips of no longer than 31 days up to the level of cover on your Table of Cover (either €55,000 or €100,000), including medical repatriation of up to €1,000,000 for any emergency in-patient treatment whether related to COVID-19 or not.

If you have a travel personalised package with a travel insurance policy from Allianz this level of cover is extended for non-COVID-19 related emergencies only. There is no cover for any other costs accrued due to a member contracting COVID-19 while abroad including no additional emergency medical (up to €5,000,000) and associated expenses cover, regardless of whether they travelled against the advice of the Department of Foreign Affairs or not.

For assistance while abroad call our Overseas assistance number + 353 1 481 7840.

If you hold a European Health Insurance Card, Irish residents are also entitled to get healthcare through the public system in countries of the European Union (EU), European Economic Area (EEA) or Switzerland if you become ill on a temporary stay there.

Speak to your Travel Provider.

Please contact your tour operator or travel provider for a refund. If your travel company cannot refund you, you may be able to ask them to rearrange your holiday destination or date.

Coronavirus FAQ's

Coronavirus belongs to a family of viruses that cause a variety of illnesses from the common cold to severe diseases such as Severe Acute Respiratory Syndrome (SARS).

Recently, a new kind of coronavirus, known as ‘Covid-19’, was identified as the cause of various cases of pneumonia in Wuhan City, Hubei Province of China.

Covid-19 is a new respiratory illness that has not previously been seen in humans, and it has become a concern because the origin and the exact conditions of its spreading are still unknown.

Source: Medical Solutions

According to the HSE, it can take up to 14 days for symptoms of coronavirus to show.

These symptoms may include:

    - a cough - this can be any kind of cough, not just dry

    - shortness of breath

    - breathing difficulties

    - fever (high temperature)

Other symptoms are fatigue, headaches, sore throat, aches and pains.

Coronavirus can also cause more severe illnesses including:

    - pneumonia

    - severe acute respiratory syndrome

    - kidney failure

Coronavirus is spread in the droplets produced when a person who has the virus coughs or sneezes. It can spread if you:

    - come into close contact with someone who has the virus and is coughing or sneezing

    - touch surfaces that someone with the virus has coughed or sneezed on

Because it is a new illness, it is not yet known how easily the virus spreads from person to person.

Source: HSE (March 2nd 2020)

    - face-to-face contact

    - spending more than 15 minutes within 2 metres of an infected person

    - living in the same house as an infected person

    - isolate yourself from other people

    - phone your GP, or emergency department - if this is not possible, phone 112 or 999

The coronavirus is spread in a sneeze or cough droplets. To protect yourself and others you should:

    - wash your hands properly and regularly

    - cover your mouth and nose with a tissue when you cough and sneeze

    - Practice social distancing – social distancing is keeping a space of 2 metres between you and other people

The HSE website is the most credible source of information on how to protect yourself and others from the virus.

Click here to find out more

There is no specific treatment for coronavirus. But many of the symptoms of the virus can be treated. If you have the virus, your healthcare professional will advise treatment based on your symptoms.

Self-isolation means staying indoors and avoiding contact with other people.
You should self-isolate if you think you may have coronavirus while you are waiting to talk to a doctor. This will help to prevent the spread of coronavirus to others.

To self-isolate:

    - Stay at home or in your hotel in a room on your own with a phone.

    - Do not go to work, school, religious services or public areas.

    - Do not use public transport or taxis.

    - Avoid having visitors to your home.

It is important to keep away from older people, those with long-term medical conditions or pregnant women.

Irish Life Health Service Update

  • Following the most recent announcements and guidance from the Department of Health, we have asked all staff to work remotely. You can still speak to our customer care representatives.
  • All of our regular communication channels are operating as normal however, over the coming days you may experience some delays.
  • Our aim is to continue to meet all of your requirements during this period. In order to do so we would ask you to email any queries to

Direct access to all of your policy details

Login to your Online Account or download our member app to check what you’re covered for, review your policy documents and to submit your claims.

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Digital Doctor

Available 24/7 to help members who want medical advice and are unable to access their local GP service.

Healthy Minds

If you feel the Coronavirus is impacting your mental health, you can speak directly to an independent professional counsellor.

Nurse on call

For non-emergency medical advise you can speak directly to a qualified nurse with our Nurse-on-call service 24/7, 365.

Minor Injury Clinics

Due to the recent cases of community transmission, clinics are unable to see patients presenting with a respiratory type ailment.