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Extension of branch business hours

Conclusion of insurance contracts, claims resolution and associated services also continue to be available remotely

The Triglav Group is monitoring current conditions regarding the novel coronavirus (COVID-19) and is adapting carefully to them. The insurance and financial services group is extending the business hours of its branches throughout Slovenia, although a special regime governing access to its premises remains in force. Staff continue to be available to provide customers with remote assistance in all matters relating to insurance and associated services.

Extended business hours for the branch network

 

From Monday, 18 May, Zavarovalnica Triglav regional head offices in Celje, Nova Gorica, Kranj, Krško, Murska Sobota, Postojna, Ljubljana, Koper, Maribor, Trbovlje, Novo Mesto and Slovenj Gradec (together with Triglav, Zdravstvena Zavarovalnica locations) will be open:

  • on Mondays, Tuesdays and Thursdays from 8.00 a.m. to 4.00 p.m. (Trbovlje and Novo Mesto from 8.00 a.m. to 12.00 p.m. and from 12.30 p.m. to 4.00 p.m.)
  • on Wednesdays from 8.00 a.m. to 5.00 p.m. (Trbovlje and Novo Mesto from 8.00 a.m. to 12.00 p.m. and from 12.30 p.m. to 5.00 p.m.)
  • on Fridays from 8.00 a.m. to 1.30 p.m. (Trbovlje and Novo Mesto from 8.00 a.m. to 12.00 p.m. and from 12.30 p.m. to 1.30 p.m.)

 

Business hours of all branches in Slovenia are also being extended, as follows:

  • on Mondays, Tuesdays and Thursdays from 8.00 a.m. to 12.00 p.m. and from 12.30 p.m. to 4.00 p.m.
  • on Wednesdays from 8.00 a.m. to 12.00 p.m. and from 12.30 p.m. to 5.00 p.m.
  • on Fridays from 8.00 a.m. to 12.00 p.m. and from 12.30 p.m. to 1.30 p.m. 

 

The business hours of valuation points and other units of the insurance company are also being extended. More information regarding the business hours of an individual location is available online at www.triglav.si (information on the website will be updated by Monday).

 

In branches that are open for business, Triglav will continue to operate a regime of admitting customers to premises one by one. The Group considers this approach to be essential in order to continue to limit as far as possible the spread of the virus through interpersonal contact and ensure the safety and health of customers and staff.

 

At the same time, the companies of the Triglav Group are asking customers only to visit branches in urgent cases or if services cannot be provided remotely.

 

Measures regarding access to insurance company premises

 

Triglav is asking visitors to the insurance company to continue to strictly observe measures governing access to branches and company premises, since if these measures are not followed, access will not be possible. It is also important for visitors to follow the instructions of staff at each individual location.

 

Guidelines for access:

  • Only people in good health may enter insurance company premises.
  • Access is only possible via the main entrances of an individual location.
  • Access to premises is on a one-by-one basis, following the instructions of staff at the location.
  • On entering premises, use of a face mask or other form of protection that covers the nose and mouth is obligatory.
  • Before entering premises, visitors must disinfect their hands using an adequate quantity of disinfectant.
  • Cough hygiene and hand hygiene must be maintained at all times when in insurance company premises. People must also remain at a safe distance (around 2 m) from others at all times.

 

Triglav asks its customers to observe these measures and thanks them for their understanding.

 

Remote services available

 

To use services or communicate with Triglav, customers can continue to make use of electronic and telecommunications channels, since Triglav has remote solutions in place for concluding all types of insurance contracts (motor vehicle, home, life, health, etc.), handling claims, providing assistance, etc. (without the physical presence of either party).

 

For information on insurance policies, customers can call their insurance agent or send them an email (firstname.surname@triglav.si). Customers can also send enquiries via email to info@triglav.si or call the Customer Relations Department free of charge on 080 555 555.

 

Information on health insurance and services provided by the Triglav Health Point are available to customers by telephone (080 2664) or email (info@triglavzdravje.si).

 

Customers can use the insurance company’s digital branch iTriglav.si to arrange insurance remotely.

 

Ways to report claims

               

The following modern electronic and telecommunications channels are available to customers for the reporting of claims:

  • website https://www.triglav.si/skode/prijava-skode,
  • mobile app – Triglav Asistenca – available to download free from the App Store and Google Play,
  • free telephone number 080 555 555 (Customer Relations Department),
  • for health insurance, Health Point via free telephone number (080 2664) and email (info@triglavzdravje.si).

 

Customers can also contact their insurance agents to report claims via their (mobile) telephone numbers or email. The insurance company's contractors are also available for motor vehicle claims.

 

In order to ensure the safe and rapid resolution of claims, Triglav requests that customers enclose the following when reporting claims:

  • photographs of the damaged item or property,
  • all documentation they possess at the time of reporting the claim.

 

All documentation requested by the insurance company from parties involved in the claim should be sent electronically:

  • for property insurance, as a scanned document or photograph to skode.premozenje@triglav.si (the subject line should include the claim number previously sent to the customer);
  • for life insurance to skode.zivljenje@triglav.si, where the customer will also receive additional information.

 

Vehicle claims inspections at regional offices of Zavarovalnica Triglav must be booked in advance. To book an inspection, customers can call the free telephone number 080 555 555. Triglav requests that customers continue to use these options only in urgent cases.

 

Triglav further advises that there is no hurry to report claims, unless it is an emergency, and that people should first ensure their own safety. Claims that are received in the coming days or weeks will also be honoured, just as before.

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