Frequently asked questions

City Combo insurance is not meant for e-scooters that are subject to mandatory motor insurance.

Under the law, motor insurance is required for vehicles where:

• the design speed exceeds 25 km/h, or
• the design speed is between 14.1–25 km/h and the weight exceeds 25 kg

In such cases, motor insurance must be arranged in accordance with applicable regulations.

If you are planning to sell your vehicle, it is worth thinking a few things through in advance.

Before the change of ownership - please inform us as soon as possible – you can most conveniently cancel your policy via app, on our website www.balcia.ee or by emailing us at info@balcia.ee. If you notify us before the ownership change, we can terminate the policy on your preferred date and refund any overpaid amount to your bank account.

After the change of ownership - the policy can only be terminated by the new owner! To terminate the former owner’s policy, please provide the date from which you wish to terminate the policy and the name and bank account number for the refund of any overpayment.

The new owner must then take out a new motor insurance policy with an insurer of their choice.

If you wish to remain a Balcia customer, you can conveniently purchase a new policy via our app or website www.balcia.ee immediately after terminating the previous one.

Motor insurance premiums change over time and are influenced by several factors. Both your previous insurance history and the vehicle data are taken into account, which is why the price may differ between customers.

Sometimes the premium may increase even if you have not had any claims, but the overall number of traffic accidents has increased. This means the risk has increased for everyone and pricing must reflect that.

Unfortunately, it is not always possible to point out a single exact reason for a price change, but if you have any questions or feel that something does not seem right, we will gladly provide additional explanations.

If you are involved in a traffic accident, help us help you faster – a few simple steps make a big difference.

At the scene of the accident: record the incident in writing, take photos of both the scene and the vehicles and note down the other party’s vehicle and driver details.

You can conveniently submit a claim online at www.avarii.ee, via Balcia app, or by email at kahjud@balcia.ee.

Before submitting the claim, make sure you have the following information: the date and time of the accident, the location of the accident, your description of what happened, the registration numbers of both vehicles and the drivers’ details and photos of the scene and the vehicles.

The more information you provide, the faster we can handle the claim. If you need help or something is unclear, we are always here for you.

If you have already reported the accident (via www.avarii.ee, the Balcia app, website or by email at kahjud@balcia.ee), then the process continues as follows:

What happens next: first, we register the claim; if necessary, we clarify the circumstances with both parties; then we refer the affected party to a suitable repair workshop to present the vehicle; we wait for a repair estimate and once everything is clear, we issue a guarantee letter. Then you can take the vehicle for repair. After the repair is completed, we settle with the repair workshop and close the case.

Our goal is to keep the process as smooth and fast as possible so you can continue without worry.

Yes, Balcia offers motor insurance for electric scooters.

Insurance is required if:

the scooter’s design speed exceeds 25 km/h or

the design speed exceeds 14 km/h and the device weighs more than 25 kg

To prepare an offer, please send us the following information at info@balcia.ee: the policyholder’s name and personal identification code, the scooter’s mark, model and serial number, the desired insurance period.

Once we have the information, we will provide you with an offer as soon as possible.

Unfortunately, it is not yet possible to purchase scooter policies independently via our app or website, but we are working on this development!

Read more about scooter insurance here https://www.balcia.ee/et/blog/toukeratta-kindlustus

Casco and motor insurance complement each other but cover different risks.

Motor insurance: is mandatory in Estonia, covers damage you cause to others (for example damage to another vehicle, property or a person), does not cover damage to your own vehicle.

Casco insurance: is voluntary, covers damage to your own vehicle (for example accidents, theft, vandalism, natural disasters), provides broader protection and greater peace of mind.

Simply said - motor insurance protects others from you and casco protects you and your vehicle. Together, they provide the most reliable protection in any situation.

You can most conveniently purchase both motor and casco insurance via our app or website https://www.balcia.ee/et/tooted/kasko/samm1. If you wish, we will gladly help you find the most suitable solution.

The easiest way to purchase Balcia casco - do it in just a few minutes directly in the app.

Enter the vehicle registration number and the owner’s personal or company code (specifically the owner’s details) and within moments you will see your offer. If it suits you, you can complete the policy immediately.

In addition, everything important is always within reach: all your policies in one place,  claims submitted in just a few clicks, real-time tracking of the process status, easy photo uploads, loyalty points for your everyday wins.

Prefer the website? You can also conveniently purchase a policy at www.balcia.ee – the process is just as simple.

If you need assistance write to us at info@balcia.ee – we will help you quickly and clearly.
Balcia casco is also available through insurance brokers.

Yes, you can pay for casco in monthly payments and it does not affect the price.

Once you have received your quotation, you can choose whether: to pay the full amount at once or to divide the payment into up to 12 monthly payments.

We do not charge any additional fees – the price remains exactly the same.

You can also choose the policy period according to your needs: 1, 3, 6, 9 or 12 months.

Important: splitting the payments does not affect either the price or the insurance coverage – you receive exactly the same level of protection in any case. Simply choose the option that is most convenient for you.

With us, it is easier than finding your car keys in your bag!

Choose the option that suits you best:

• Balcia app – the fastest way to report a claim (submit a claim in just a few clicks by pressing the + button);
• Balcia website - go to the “Claims handling” section https://www.balcia.ee/et/kahjukasitlus and fill in the form conveniently online;
• by email at kahjud@balcia.ee (write what happened, how and when, send photos of the damage and we will guide you further);
• through an insurance broker - if you wish, you can contact your broker who will help initiate and manage the process.

Choose the method that suits you best – we will make the rest simple and smooth.

A deductible is the part of the loss that you pay yourself in the event of an insurance claim – we cover the rest.

It can be a fixed amount or a percentage of the loss and is specified in your insurance policy.

Good to know: collision with an animal – no deductible, first glass damage – 0% deductible, incidents related to keys – 0% deductible.

Balcia casco is not just insurance – it is comprehensive protection with additional benefits that help you even when situations become unexpected.

Core coverage – all key risks are covered.

Balcia casco helps, for example: traffic accident caused by you or another party, natural disasters or fire (storm, hail, flood etc.), collision with an animal, glass damage (for example a cracked windshield), vandalism and other unexpected damage, theft of the vehicle or its parts.

Balcia casco advantages (what really makes the difference): roadside and technical assistance (help on the road if the car cannot move, for example due to a breakdown, empty battery or flat tire), replacement car option - you can continue your journey while your car is being repaired, fast claims handling - compensation within a few days and easy tracking in the app, everything in one app - policies, claims and management conveniently in one place, flexible compensation - option to choose between repair or financial compensation, few exclusions - broad coverage already in the standard package with fewer “fine print surprises”, glass damage without deductible.

Balcia casco covers both major and minor unexpected events – and also helps you continue your daily life smoothly even when something happens.

The insured sum should correspond to the reconstruction value of your home – meaning the amount required to rebuild or restore it after a loss.

What does this mean in practice? In the case of a house: consider construction costs (materials, labor, interior finishing). In the case of an apartment: consider interior finishing and fixed elements (e.g. kitchen, bathroom, floors). Important: this is not the same as the market value (sale price)!

How to calculate your insured sum? The insured sum mainly depends on: the size of the home (m²), construction quality and materials, location, level of finishing.

A common approach is: reconstruction cost per square meter × total area.

Why is the correct sum important? Too low → insurance will not cover all costs in case of a loss. Too high → you simply pay more without additional benefit.

Good to know: The insured sum should be reviewed from time to time (e.g. after renovations or price increases); if needed, the insurer can help determine the appropriate amount; the insured sum for household contents (furniture, electronics, etc.) is calculated separately.

Yes – Balcia home insurance may also apply outside the home, but to a limited extent.

What it covers: personal belongings you carry with you (e.g. phone, laptop, headphones); unexpected and sudden events such as theft or damage to items.

What to consider: compensation usually has limits; not all situations are covered (e.g. simply losing an item); the exact coverage depends on your contract.

Examples from everyday life: your bicycle is stolen in front of your home → may be covered; your phone accidentally falls and gets damaged → may be covered; you leave your bag in a public place and it disappears → most likely not covered.

Summary

Outside the home → yes, to a limited extent
Covers belongings → yes
All cases → no

The most important thing is to act quickly and thoughtfully to prevent further damage.

Limit the damage and ensure safety: stop the spread of water or fire (e.g. shut off water, turn off electricity); call for help if necessary (rescue services, police); ensure your own and others’ safety.

Use home assistance if needed

Balcia home insurance may include a home assistance service that helps resolve the situation quickly: a plumber to stop a leak; an electrician in case of failure; a locksmith if you are locked out; other emergency works. Home assistance helps bring the situation under control quickly and avoid larger costs.

Collect evidence: take photos or videos of the damage; write down what happened and when; if possible, keep damaged items.

Notify the insurer

Contact Balcia as soon as possible: submit a claim via the app, website, or email kahjud@balcia.ee; describe what happened as accurately as possible; include photos and necessary information.

Start damage mitigation: carry out essential initial actions (e.g. removing water, temporary covering); for larger works, wait for instructions from the insurer if necessary.

Good to know: Home assistance does not replace claims handling, but helps you react quickly (keep all expense documents; quick action reduces the final loss).

Balcia home insurance covers your home and belongings in case of unexpected and unforeseen events that may cause damage.

Main covered risks:

• Fire and water damage: fire, smoke and soot damage, pipe leaks, burst pipes and flooding.
• Natural disasters and weather: storm and strong wind; rain, snow, hail; floods and other natural forces.
• Technical failures: electrical faults, sudden failure of devices or systems.
• Theft and vandalism: burglary and theft, damage caused by third parties.
• Household contents (also outside the home): furniture, electronics, clothing, etc.; belongings carried with you are protected even outside the home or while traveling.
• Additional coverage and “bonus coverages”:
• Balcia stands out by covering several practical additional costs beyond standard risks: temporary accommodation if the home becomes uninhabitable; rescue and cleanup costs; restoration of yard, garden or landscaping; interior designer assistance after a loss; psychological support; trip cancellation if something unexpected happens at home.
• Good to know: Coverage applies only to unexpected and unforeseen events; Balcia home insurance has few exclusions. Exact coverage depends on the selected package and terms.

Home insurance covers sudden and unexpected events. However, there are situations where damage is not compensated.

Main exclusions

Wear and maintenance issues: natural wear and tear and aging; damage caused by lack of maintenance; long-term processes (e.g. moisture, mold).

Pests and environmental effects: damage caused by insects, rodents, or birds; long-term moisture or temperature-related damage.

Owner’s actions or negligence: damage caused intentionally; gross negligence (e.g. leaving water running or doors unlocked).

Construction and structural defects: design or construction errors; defective materials or poor workmanship.

Business activities: damage related to business activities at home (if not separately insured).

Other typical exclusions: war and civil unrest; nuclear energy or radiation-related damage; fines, penalties, and other non-material costs.

Good to know: Each case is assessed individually; exact coverage and exclusions depend on your contract; if in doubt, it is always worth asking in advance to avoid surprises.

It depends on the type of drone and the circumstances of the damage.

 - If the damage is caused by a regular drone (e.g. a private drone)

Compensation is generally possible if: the drone crashes unexpectedly into your home or property; the event is sudden and unforeseen; the damage was not caused intentionally by you.

In such cases, it is treated as damage caused by an external factor.

Additionally: if the drone owner is known, the damage may also be covered by their liability insurance.

If the damage is caused by a military drone or war activity

Compensation is not paid if the damage is related to: war activity, armed conflict, military drones or attacks.

Such situations fall under standard insurance exclusions.

Good to know: home insurance covers everyday unexpected risks, not war-related events; each case is assessed individually based on policy terms; in case of doubt, it is always recommended to contact the insurer.

Simple summary

• Regular drone → usually covered
• Military drone / war activity → not covered

It depends on the type of drone and the circumstances of the damage.

 - If the damage is caused by a regular drone (e.g. a private drone)

Compensation is generally possible if: the drone crashes unexpectedly into your home or property; the event is sudden and unforeseen; the damage was not caused intentionally by you.

In such cases, it is treated as damage caused by an external factor.

Additionally: if the drone owner is known, the damage may also be covered by their liability insurance.

If the damage is caused by a military drone or war activity

Compensation is not paid if the damage is related to: war activity, armed conflict, military drones or attacks.

Such situations fall under standard insurance exclusions.

Good to know: home insurance covers everyday unexpected risks, not war-related events; each case is assessed individually based on policy terms; in case of doubt, it is always recommended to contact the insurer.

Simple summary

• Regular drone → usually covered
• Military drone / war activity → not covered

When is a missed departure (e.g. missing a flight) compensated? Compensation is possible if you missed your trip due to a valid and provable reason, for example:

·      the vehicle you used to get to the airport was delayed

• the delay was caused by bad weather, a natural disaster or a traffic accident
• the vehicle had a technical failure
• you were a victim of a crime

When is compensation not paid? Compensation is not paid in situations where the issue is not related to getting to the airport, for example: the flight is delayed or cancelled due to the airline; other travel arrangement disruptions. In such cases, you should contact the airline or travel agency directly.

Who should you contact if a flight is delayed or cancelled? If the delay is caused by the airline, you should contact: the airline (e.g. new tickets, accommodation); the travel agency through which you booked your trip. They can provide solutions or compensation according to applicable rules.

Where can I find more information? Additional explanations and examples can be found in our blog https://www.balcia.ee/et/blog/lennu-hilinemine

The European Health Insurance Card (EHIC) gives you the right to receive medical care in the European Union and some other countries under the same conditions as local residents.

What does it cover? The card covers necessary medical care during your trip, for example: sudden illness or injury, emergency medical care, exacerbation of chronic conditions, necessary care related to pregnancy.

Important: you receive care within the public healthcare system, not private healthcare.

What does it NOT cover? The European Health Insurance Card does not cover many important costs: paid visits and private hospitals, co-payments (e.g. consultation fees), planned treatment abroad, medical transport back to Estonia, travel disruptions (e.g. interrupted trips).

Is it sufficient for traveling? Short answer: no, it is not enough on its own.

Although the card is useful, it does not protect you against many costly risks. For example: if you need medical transport back to Estonia, it can cost thousands of euros; if you are treated in a private hospital, you must cover the costs yourself; if your trip is interrupted, the card does not help.

When is it useful? short trips within Europe; unexpected health issues; if you are prepared to cover part of the costs yourself.

Recommendation: the safest option is to use the European Health Insurance Card + travel insurance together. This way you are protected against both health risks and travel-related issues (e.g. luggage, delays).

Yes – it does, even without a medical certificate. Balcia travel insurance also covers the purchase of over-the-counter medicines (e.g. for pain, digestive issues, colds and bandages, etc.) up to 50 euros.

What does this mean in practice? Balcia reimburses over-the-counter medicines even without a doctor’s visit if: the illness occurs suddenly during the trip; the medicines are standard and used to relieve symptoms; the costs are reasonable and related to the case. This is an important difference compared to many other insurers.

Are there any limitations?

Yes – and they are important: over-the-counter medicines are treated as minor first-aid expenses; for larger costs, medical justification is expected; costs must be related to an insured event (sudden illness/injury).

Yes – it does, if you participate in mountain sports at a recreational level and under normal conditions.

When is skiing covered? Insurance applies if: you ski or snowboard as a recreational activity; you stay on marked and open slopes; you do not participate in competitions or professional sports. In this case, it is treated as a normal leisure activity.

When is it not covered? Insurance does not apply if: you go off-piste (outside marked slopes); you engage in extreme mountain sports; you participate in competitions or training camps.

Good to know: it is important to follow safety requirements and local rules; if you plan riskier activities, it is worth checking your coverage in advance; each case is assessed according to the policy terms.

Summary:

Recreational skiing on slopes → covered
Off-piste / extreme sports → not covered

Balcia travel insurance does not cover, for example, pre-existing conditions known before the trip, damage caused under the influence of alcohol or drugs, extreme sports without additional coverage, or situations that could have been avoided. Costs that are not sufficiently documented or medically justified are also not reimbursed.

Top 5 reasons why travel insurance does not compensate claims:

1.    The issue was known before the trip

If an illness, injury, or other issue existed before taking out the insurance or before the trip began, it will not be covered. Example: you travel while already ill and need treatment abroad

2.    The damage occurred under the influence of alcohol or drugs

If an accident occurs while intoxicated, the insurance will not cover related costs. Example: you fall and get injured after consuming alcohol.

3.    You were late yourself (without a valid reason)

If you miss your flight due to poor time planning, compensation will not be paid. Example: you arrive at the airport too late or do not allow enough time.

4.    Missing required documents

Without supporting documents (e.g. medical certificate, receipts, reports), it is not possible to assess or compensate the claim. Example: you throw away a receipt for medication or do not obtain a medical certificate.

5.    You engaged in an activity that was not covered

If you participate in a risky activity without the appropriate additional coverage, the claim will not be compensated. Example: you go off-piste skiing without additional insurance.

Yes, you can.

How does it work? Balcia accident insurance can also be arranged by an employer for their employees.

This means that: the employer signs the contract; employees are the insured persons; coverage applies according to the selected terms.

What can the employer cover? Typically, employer-provided insurance includes:

• accidents at work and during working hours
• accidents during leisure time (if agreed)
• injuries, permanent disability
• death

The scope of coverage depends on the specific package.

Why do employers do this? to increase employees’ sense of security; to show care and motivation; as an additional benefit as part of the salary package.

What should you check? whether the insurance applies only at work or also during leisure time; what the compensation limits are; which risks are covered.

In short: an injury is bodily harm caused by a sudden accident.

More detailed explanation: in Balcia accident insurance, an injury is defined as physical harm caused by: a sudden, unexpected, external event.

Examples of injuries: fracture or crack, dislocation or strain, concussion (e.g. head injury), cut or abrasion, burn or frostbite.

What is NOT considered an injury: illnesses (e.g. flu, inflammation without trauma), chronic conditions, overuse injuries (e.g. problems caused by long-term training), psychological issues without physical trauma.

Important principle: the injury must be linked to a specific event, not develop over time or occur “on its own.”

No, Balcia standard accident insurance does not cover accidents that occur during sports competitions. According to Balcia accident insurance terms, participation in sports competitions is considered a higher-risk activity (e.g. professional training and competitions). Such cases are not covered under standard protection.

What should you do if you participate in competitions? For such situations, Balcia offers a separate product – Extreme insurance:

• covers injuries occurring during sports activities and extreme sports
• suitable for higher-risk activities and competitions.

In short: you are protected against the consequences of unexpected accidents – covering your health, income, and serious life events.

What is covered?

1.    Injuries and trauma: fractures, dislocations, soft tissue injuries; falls, slips, accidents. Compensation is paid according to the severity of the injury.

2.    Medical expenses: medical treatment and care, hospitalization, rehabilitation. Medically justified costs after an accident are reimbursed.

3.    Hospitalization and daily allowance: a daily benefit is paid for hospital stays; additional compensation may be available in case of temporary incapacity for work. Supports you during the period you cannot work.

4.    Permanent disability: if your health does not fully recover. A lump-sum compensation is paid depending on the severity of the disability.

5.    Death: in case of death due to an accident, compensation is paid to your relatives. Compensation is paid up to the insured sum.

6.    Additional costs and support: home adaptation (e.g. in case of reduced mobility); care and daily assistance; psychological or other support services. Helps cover practical costs related to recovery.

7.    Coverage in everyday life and leisure: applies at home, at work, and during leisure time; also covers injuries sustained during regular sports activities.

Important to remember:

the event must be a sudden accident

all risks must be selected in the policy

compensation depends on the selected insured sums

Act calmly and step by step – this helps both your health and the claims process.

1.        Ensure your own and others’ safety: move away from danger, call for help if needed (112), provide first aid.

2.        Seek medical attention: have your injury checked, follow medical advice, request a medical certificate if needed. This is important for compensation.

3.        Collect evidence: take photos of the scene and injuries; write down what happened; if possible, collect witness contacts.

4.        Keep all documents: invoices and receipts, medical certificates, other expense documents.

5.        Notify the insurer as soon as possible – submit a claim via the Balcia app, website, or email kahjud@balcia.ee and describe the incident as accurately as possible.

What not to do? do not skip seeing a doctor (even if the injury seems minor); do not throw away documents; do not delay reporting the claim.