FAQ

  1. Salu Services

    1. What is Salu, and what services do you provide?
    2. Does Salu provide specialized medical services (gynecologists, dermatologists, gastroenterologists, etc.)?
    3. Does Salu offer psychological support?
    4. Can I use Salu services if I already have a national family doctor?
    5. How do I start using Salu services?
    6. Do I need a local ID card or passport to use Salu services?
    7. In what format does the consultation with the doctor take place?
    8. Will a different doctor consult me each time?
    9. Do I need national health insurance (Tervisekassa) to use Salu services?
    10. What services are available to me if I don’t have national health insurance (Tervisekassa)?
    11. In what languages can I consult with the doctor?
    12. Does Salu’s medical team have access to the Health Portal?
    13. Can I consult with Salu’s doctors 24/7?
    14. In which countries can I use Salu services?
    15. I started a consultation; how quickly will I receive a response?
    16. Does my Salu account also cover my wife/husband?
  2. Packages

    1. How much do Salu packages cost?
    2. What services are included in Salu packages?
    3. What is the difference between the monthly and yearly packages?
    4. Do Salu packages cover the whole family?
    5. How can I add my family members when purchasing a package?
    6. Does the package include registration with a state family doctor?
    7. Are visits to specialists (gynecologist, dermatologist) included in the package price?
    8. Can I switch from the Monthly package to the Annual package?
  3. Creating an account and payment

    1. How to create a Salu account?
    2. How can I pay for Salu services?
    3. Does my Salu subscription automatically renew?
    4. How can I pay for the services afterward?
    5. I received a new bank card. How can I update my card details in my account?
    6. A monthly fee has been deducted from my account, but I am not using the service. Can I get a refund?
    7. I have been charged twice for the monthly fee. What should I do?
    8. The payment needs to be more successful. What should I do?
    9. Can I pay for the service only with my personal bank card?
    10. I am not using the service and have not canceled the subscription. Do I still have to pay for the service?
    11. A monthly fee has been deducted from my account, but I am not using the service. Can I get a refund?
  4. Cancellation

    1. How can I cancel my subscription?
    2. I want to unsubscribe, but my Salu account has no cancellation button.
    3. Can I temporarily pause payment for the annual package?
    4. I unsubscribed, but a new monthly fee was charged to my card. What should I do?
  5. Prescription drugs

    1. Do you extend prescriptions online?
    2. Can you issue initial prescriptions based on an online consultation?
    3. Is prescribing medication free?
    4. Can I purchase medications with a Salu prescription from any Estonian pharmacy?
  6. Analysis&Procedures

    1. Which analyses are included in the Salu package?
    2. When do I have to pay for the analyses myself?
    3. Where can I get the analyses done?
    4. Do I need a referral to get the analyses done?
    5. Do I need a referral to get the analyses done?
    6. Where can I see the results of the analyses?
    7. I received the results of the analyses, but I need help understanding them. What should I do?
    8. Which procedures are included in the Salu package?
  7. Referral

    1. Do you issue referrals to specialists?
    2. If I receive a referral, do I have to pay for the specialist consultation myself?
    3. Do I have to come for a doctor’s consultation to get a referral?
    4. Why didn’t I receive a referral?
  8. Sick Leave

    1. Do I have to come for a doctor’s visit to open sick leave?
    2. Can I open sick leave retrospectively?
    3. For how many days is the initial sick leave issued?
    4. Do I have to come for a doctor’s consultation to extend sick leave?
    5. What should I do to close the sick leave?
    6. What should I do if the dates on my sick leave do not match the actual sick days?
    7. What should I do if the dates on my sick leave do not match the actual sick days?
  9. Doctor’s appointment

    1. How can I get an appointment with a doctor?
    2. Can I only get an appointment with a doctor if a Salu doctor recommends it?
    3. How much does a doctor’s appointment cost?
    4. What are the waiting times like?
    5. Do I need to book an appointment for a doctor’s visit?
    6. Will I be seen by a doctor who speaks my language?
    7. Where are your partner clinics located?
    8. How can I cancel an appointment?
    9. Are newborns and children invited to clinics for scheduled visits?
  10. Family doctor registration add-on service

    1. What is the difference between Salu and the national family doctor?
    2. What must I do to get a national family doctor through Salu?
    3. How will I know if Salu has found a family doctor for me?
    4. I already have a family doctor. Can I switch to a Salu family doctor?
    5. In what languages can I communicate with the family doctor found through Salu?
    6. Will my children and spouse also be registered in the family doctor’s list?
    7. Can a person with refugee status be registered in the family doctor’s list through Salu?
    8. How much does the registration service in the national family doctor’s list cost?
    9. How can I sign the family doctor registration application?
    10. Where should I send the signed family doctor registration application?
    11. If I have already subscribed to a monthly package, can I add the registration service for the national family doctor?
  11. Full-body check-up

    1. If I have an Annual package, how much cheaper can I get the full-body analysis package?
    2. Are follow-up tests included in the package?
    3. Is the package also intended for children?
    4. How many times can I give blood tests?
    5. Can the tests included in the package be changed/replaced?
    6. How quickly and where can I see the results of my analysis?
    7. What tests are included in the full-body health check package?
  12. Health Insurance with Salu

    1. Does Salu offer health insurance?
    2. Who is Salu health insurance primarily intended for?
    3. Does Salu health insurance replace the national health fund?
    4. Who does health insurance cover?
    5. Does Salu’s health insurance only expand in Estonia?
    6. How much does Salu’s health insurance cost?
    7. Do I have to pay the entire amount for the insurance at once?
    8. If I choose Salu health insurance, do I also have to pay a monthly fee for Salu services?
    9. If I sign a health insurance contract, how long will it be?
    10. Can I cancel the contract early?
    11. In how many days does Salu’s health insurance become valid?
    12. How long will it take me to receive an insurance policy from Salu?
    13. Can I also buy health insurance from the company’s funds?
    14. Where can I get acquainted with the conditions of Salu’s health insurance?
  13. Complimentary Medical & Pampering Services

    1. Do I need to have a valid Salu subscription to redeem the gift?
    2. If I don’t use my 90-day gift, will it expire?
    3. Do the options for gifts change?
  14. Vaccination

    1. When do I have to pay for vaccination myself?
    2. What should I do to undergo vaccination?
    3. How quickly will I be contacted regarding a vaccination appointment?
    4. Where can I find information about which vaccines and when they should be administered to a child?
    5. Where can I see which vaccines have already been administered to me?
  15. Technical questions

    1. How can I contact customer support?
    2. What are the customer support working hours?
    3. How quickly will I receive a response from customer support?
    4. I forgot my password; what should I do?
    5. Can I change the email address for my account?
    6. The doctor has not responded to me for several hours; what should I do?
    7. Is the content of Salu consultations confidential?
    8. I started a consultation but need help seeing my own or the doctor’s text. What should I do?
    9. Can I close the Salu website once I have started a consultation?
    10. Are my previous consultations visible?
  1. Salu Services

    1. What is Salu, and what services do you provide?

      Salu offers a fast and affordable alternative to primary healthcare, such as the Estonian family doctor system.

    2. Does Salu provide specialized medical services (gynecologists, dermatologists, gastroenterologists, etc.)?

      Salu primarily focuses on providing primary healthcare, but our team is always available to help you find the best possible solution for your health concerns. Whether it’s a gynecologist, ophthalmologist, orthopedic specialist, or another specialist – our team can help guide you to the right specialist if needed.

      There is no additional fee for issuing a referral to a specialist, as it is part of the Salu package. However, we do not cover all specialist visits and procedures costs.

    3. Does Salu offer psychological support?

      Salu does not provide psychological and psychiatric support. If necessary, our doctors can refer you to a psychiatrist or psychologist, but Salu does not cover these consultations; the patient must pay for them.

    4. Can I use Salu services if I already have a national family doctor?

      Yes, of course! The presence of a national family doctor allows you to use Salu services. Similarly, those who don’t have a family doctor can also use Salu services. With Salu, you can access medical care wherever you are, on any day of the week.

      Our medical team is ready to assist you every day, and you don’t even have to leave your home to get a solution for your concerns.

    5. How do I start using Salu services?

      To use Salu services:

      • Please create an account on the Salu website and start a conversation with our medical team.
      • Describe your concerns/symptoms, add a photo, or click “skip.”
      • Choose a suitable package and pay for the services.
      • The doctor will respond to you within an average of 30 minutes.
    6. Do I need a local ID card or passport to use Salu services?

      No. You need a document for identification purposes, but it can be valid in any country.

    7. In what format does the consultation with the doctor take place?

      Consultations with the doctor can only be in writing form in your Salu account. There are no consultations via phone, email, or video.

    8. Will a different doctor consult me each time?

      Yes. You will be consulted by the doctor who is available during your consultation.

    9. Do I need national health insurance (Tervisekassa) to use Salu services?

      Salu covers primary healthcare services without the need for health insurance. This means that regardless of your background, Salu doctors can help you with your health concerns.

      However, if you need to be referred to a specialist and do not have health insurance, there will be a cost associated with it. Patients are always informed about additional costs in advance.

    10. What services are available to me if I don’t have national health insurance (Tervisekassa)?

      All services included in our packages, as described in the subheading “Packages,” are available.

    11. In what languages can I consult with the doctor?

      Our medical team serves in Estonian, Russian, and English.

    12. Does Salu’s medical team have access to the Health Portal?

      Like family doctors, Salu’s medical team has access to the Health Portal (Digilugu until December 2023).

    13. Can I consult with Salu’s doctors 24/7?

      No. Salu’s medical team can assist you daily (including public holidays) from 9:00 AM to 8:00 PM.

    14. In which countries can I use Salu services?

      You can use Salu services in any country. 90% of the consultations are resolved through online talks.

      We can provide physical doctor consultations in Estonia, Finland, and Spain. Please note that if you want a doctor’s visit in another country, we will only cover it if you have selected the corresponding country package.

    15. I started a consultation; how quickly will I receive a response?

      The average response time from the medical team is 30 minutes. If there are a lot of consultations at the same time, the response time may be slightly longer.

    16. Does my Salu account also cover my wife/husband?

      Currently, we do not have a family package that covers multiple adults. However, all your underage children are automatically included in the Salu package. If you and your partner want to use Salu services, you must have a separate account, where the doctor can track your health history and make treatment recommendations accordingly.

  2. Packages

    1. How much do Salu packages cost?

      Monthly package €19.90; Annual package €13.90.

    2. What services are included in Salu packages?

      Salu packages include:

      • Online consultations for you and your underage children
      • Availability of medical personnel 7 days a week
      • Opening and closing of sick leave (including sickness leave, maternity leave, adoption leave, caregiving leave)
        Prescribing and extending prescription medication (only upon Salu doctor’s decision)
      • Referrals to specialists (only for medical reasons)
      • Pre-travel medical consultation
      • Physical doctor appointments at Salu partner clinic (only with referral from Salu doctor)
      • Analyzes (for medical reasons)
      • Procedures (for medical reasons)
      • Vaccinations (based on the national vaccination schedule)
    3. What is the difference between the monthly and yearly packages?

      You can end the monthly package subscription at any time convenient for you, whereas the subscription for the annual package can be terminated after 12 months.

    4. Do Salu packages cover the whole family?

      Salu packages cover one adult and all their underage children.

    5. How can I add my family members when purchasing a package?

      You can add a profile for each family member within the Salu account.

    6. Does the package include registration with a state family doctor?

      No, registration with a state family doctor is a separate service that can be purchased additionally.

    7. Are visits to specialists (gynecologist, dermatologist) included in the package price?

      Visits to specialists are separate from the Salu package.

    8. Can I switch from the Monthly package to the Annual package?

      You can switch from the monthly to the annual package within your Salu account under “My subscription.” You can switch from the yearly package to the monthly  12 months after the subscription of the Annual package has been made.

  3. Creating an account and payment

    1. How to create a Salu account?

      You can create a Salu account on our website.

      • Click on the “Create Account” button on the right side.
      • Fill in the necessary fields (first and last name, email address, phone number, and choose a password).
      • Add your city and familiarize yourself with our terms of use.
      • Klick “Subscribe”.
      • Once the account is created, you will receive a corresponding email to your email address.
    2. How can I pay for Salu services?

      You can only pay for our services using your debit or credit card by entering the card details in the Salu payment environment. It is impossible to pay for services through bank transfer, cash, or other means.

    3. Does my Salu subscription automatically renew?

      Yes, if you have yet to cancel the subscription within your account, it will automatically renew. There needed to be more funds in my account on the payment day.

    4. How can I pay for the services afterward?

      The system will automatically deduct the monthly payment from your account within a few days.

    5. I received a new bank card. How can I update my card details in my account?

      You can enter the details of your new bank card in your Salu account. Go to “My Subscription,” click on “My subscription,” and enter the unique card details.

    6. A monthly fee has been deducted from my account, but I am not using the service. Can I get a refund?

      No, because it is a monthly subscription-based service.

    7. I have been charged twice for the monthly fee. What should I do?

      Please forward your concern to the customer support email address support@salu.md.

    8. The payment needs to be more successful. What should I do?

      Please log in to your bank account and check if online purchases are activated. You can also try using another bank card for payment.

    9. Can I pay for the service only with my personal bank card?

      You can pay for Salu services with any valid bank card (including a third-party card).

    10. I am not using the service and have not canceled the subscription. Do I still have to pay for the service?

      Yes. It is a monthly subscription-based service that is independent of whether you actively use the services or not.

    11. A monthly fee has been deducted from my account, but I am not using the service. Can I get a refund?

      No. It is a monthly fee-based service.

  4. Cancellation

    1. How can I cancel my subscription?

      Log into your Salu account and select “My Subscription.” From there, you will find the “Cancel Order” button.

    2. I want to unsubscribe, but my Salu account has no cancellation button.

      Check if you have an Annual package. If you have an Annual package, you can only cancel it after 12 months (from the date of purchase).

    3. Can I temporarily pause payment for the annual package?

      No, you cannot. If you have chosen an Annual package, you need to pay the monthly installment every month.

    4. I unsubscribed, but a new monthly fee was charged to my card. What should I do?

      The subscription renews every month at the same time. If you placed the order on October 1st at 8:00 PM, the new month starts on November 1st at 8:00 PM. If you canceled the order after 8:00 PM on October 1st, the system had already renewed your subscription.

  5. Prescription drugs

    1. Do you extend prescriptions online?

      During an online consultation, it is possible to extend prescription medications. Since each patient’s medical situation differs, the final decision to extend a prescription depends on medical circumstances. Before extending a prescription medication, our doctor can call you for a physical visit or request additional analyses.

    2. Can you issue initial prescriptions based on an online consultation?

      During an online consultation, issuing initial prescriptions for medication is possible. Since each patient’s medical situation differs, the final decision to give an initial prescription depends on medical circumstances. Before issuing a prescription medication, our doctor can call you for a physical visit or request additional analyses.

    3. Is prescribing medication free?

      The prescription of regular medications is included in the Salu package, and there is no additional cost.

    4. Can I purchase medications with a Salu prescription from any Estonian pharmacy?

      Yes, you can purchase medications from any Estonian pharmacy. When purchasing, you must present a valid identification document to the pharmacist.

  6. Analysis&Procedures

    1. Which analyses are included in the Salu package?

      The following analyses are included in the Salu package for medical indications:

      • C-reactive protein (CRP) rapid test for inflammation
      • Urine rapid test (strip test)
      • Thyroid-stimulating hormone (TSH)
      • Cholesterol (including LDL and HDL cholesterol)
      • Triglycerides
      • Alanine aminotransferase (ALAT)
      • Glucose
      • Ferritin
      • Gamma-glutamyl transferase (GGT)
      • Glycated hemoglobin (HbA1c)
      • Complete blood count with 5-part differential leukogram
      • Creatinine and estimated glomerular filtration rate (eGFR)
      • Vitamin B12
      • Vitamin D
      • Free thyroxine (fT4)
    2. When do I have to pay for the analyses myself?

      If you want to undergo analyses without medical indications, Salu will not cover their cost.

    3. Where can I get the analyses done?

      The analyses can be done at any Synlab laboratory.

    4. Do I need a referral to get the analyses done?

      The analyses can be done at any Synlab laboratory.

    5. Do I need a referral to get the analyses done?

      Yes, it would help if you had a referral from Salu for the analyses.

    6. Where can I see the results of the analyses?

      The results of the Full-body check-up analyses are available in your Salu account under “My Health Data.”

    7. I received the results of the analyses, but I need help understanding them. What should I do?

      Log in to your Salu account and start a chat with our medical team. During the consultation, the doctor will help interpret the results of the analyses.

    8. Which procedures are included in the Salu package?

      The following procedures are included in the Salu package for medical indications:

      • Physical doctor consultations at Salu partner clinics (only with a referral from Salu)
      • Electrocardiogram (ECG) examination
      • X-ray
      • Ultrasound
      • Vaccination according to the national vaccination schedule
      • Bandaging
      • Suture removal
      • Ear lavage
  7. Referral

    1. Do you issue referrals to specialists?

      Yes, but only based on medical indications and the doctor’s decision.

    2. If I receive a referral, do I have to pay for the specialist consultation myself?

      If you have Health Insurance Fund coverage, you do not have to pay for the specialist consultation based on the referral (except in certain cases with a national copayment of €5).

    3. Do I have to come for a doctor’s consultation to get a referral?

      Yes, if during the online consultation, the doctor decides that you need a physical consultation to receive a referral.

    4. Why didn’t I receive a referral?

      Referrals to specialists or certain procedures/analyses are not issued without medical necessity.

  8. Sick Leave

    1. Do I have to come for a doctor’s visit to open sick leave?

      You don’t have to come in person for the initial sick leave.

    2. Can I open sick leave retrospectively?

      Sick leave can be opened starting from the day of your visit. The exception is for cases already registered in the patient portal with an earlier date, including surgeries.

    3. For how many days is the initial sick leave issued?

      The initial sick leave is issued for 3 days.

    4. Do I have to come for a doctor’s consultation to extend sick leave?

      It depends on the case and the course of the illness. It is only sometimes necessary to come for a consultation to extend sick leave.

    5. What should I do to close the sick leave?

      To close the sick leave, please get in touch with our medical team through your Salu account and start a consultation.

    6. What should I do if the dates on my sick leave do not match the actual sick days?

      Please get in touch with our medical team through your Salu account and start a consultation.

    7. What should I do if the dates on my sick leave do not match the actual sick days?

      Please get in touch with our medical team through your Salu account and start a consultation.

  9. Doctor’s appointment

    1. How can I get an appointment with a doctor?

      Start an online consultation on your Salu account. If, during the conversation, the doctor deems it necessary to refer you to an in-person appointment, they will book a time for you at our partner clinic. If the doctor cannot book an appointment, a customer support specialist will do it for you.

    2. Can I only get an appointment with a doctor if a Salu doctor recommends it?

      Yes, you can only get an appointment at Salu partner clinics if it’s recommended by a Salu doctor.

    3. How much does a doctor’s appointment cost?

      Visits to our partner clinics, booked by Salu doctors, are included in the Salu package price.

    4. What are the waiting times like?

      Appointments at partner clinics are available within 1-3 days.

    5. Do I need to book an appointment for a doctor’s visit?

      Yes, appointments are booked by the doctor during the online consultation or by a customer support specialist.

    6. Will I be seen by a doctor who speaks my language?

      A doctor who speaks your language – Estonian, Russian, or English- will see you at the clinic.

    7. Where are your partner clinics located?

      Valvekliinik at Pärnu mnt 48 a, Tallinn. We also collaborate with the Confido private clinic. SYNLAB does the laboratory testing.

    8. How can I cancel an appointment?

      To cancel an appointment at Valvekliinik, contact our medical team through your Salu account. Otherwise, contact customer support at support@salu.md.

    9. Are newborns and children invited to clinics for scheduled visits?

      If your child needs a scheduled visit, please get in touch with our medical team through your Salu account.

  10. Family doctor registration add-on service

    1. What is the difference between Salu and the national family doctor?

      Salu doctors fulfill all the functions of a family doctor. Salu doctors are available for assistance daily from 9 am to 8 pm. You will receive a response within 30 minutes.

    2. What must I do to get a national family doctor through Salu?

      Subscribe to the Salu Annual plan. Add the additional “Registration in the Family Doctor’s List” service under “My Subscription.” Then, you will receive an email containing an application. Fill in, sign the application, and send it to support@salu.md or hello@salu.md

    3. How will I know if Salu has found a family doctor for me?

      You will receive a notification email.

    4. I already have a family doctor. Can I switch to a Salu family doctor?

      Yes, you can switch. To change your family doctor, you need to apply to us.

    5. In what languages can I communicate with the family doctor found through Salu?

      You can communicate with the family doctor in your preferred language – Estonian, Russian, or English.

    6. Will my children and spouse also be registered in the family doctor’s list?

      Based on the submitted application, the family doctor’s list will include the applicant’s underage children.

    7. Can a person with refugee status be registered in the family doctor’s list through Salu?

      At the moment it is not possible.

    8. How much does the registration service in the national family doctor’s list cost?

      It is an additional service that is added to the monthly fee. The cost of the service is +5€ per month. The fee must be paid for at least 12 months.

    9. How can I sign the family doctor registration application?

      The application can be digitally signed using an ID card, Smart ID, or Mobile ID. You can sign the application using the RIA DigiDoc application on your phone. If you prefer to sign it manually, you need to print out the form, sign it, and send a photo of the signed application.

    10. Where should I send the signed family doctor registration application?

      support@salu.md

    11. If I have already subscribed to a monthly package, can I add the registration service for the national family doctor?

      No, the service can only be added when subscribing to the annual package.

  11. Full-body check-up

    1. If I have an Annual package, how much cheaper can I get the full-body analysis package?

      The cost of the full-body analysis package is 139€. When subscribing to the Annual package, the full-body analysis costs 120€ (10€x12).

    2. Are follow-up tests included in the package?

      Any follow-up tests recommended by the doctor can be retaken after some time and are included in the price.

    3. Is the package also intended for children?

      Yes, children can also undergo the full-body check-up.

    4. How many times can I give blood tests?

      The procedure is done once, and you can choose a suitable time.

    5. Can the tests included in the package be changed/replaced?

      No, the analysis package is compiled based on the doctor’s recommendations, so the tests cannot be changed or replaced.

    6. How quickly and where can I see the results of my analysis?

      The analysis results with the doctor’s recommendations will be ready after 7 days

    7. What tests are included in the full-body health check package?

      The whole body health check package includes the following tests:

      • HDL cholesterol – This test measures the high-density lipoprotein cholesterol commonly known as “good” cholesterol. HDL cholesterol level is an important indicator for assessing heart and cardiovascular health, and a high level is usually considered beneficial as it helps remove excess cholesterol from the bloodstream and reduces the risk of atherosclerosis or arterial calcification.
      • LDL cholesterol – This test measures the low-density lipoprotein cholesterol commonly known as “bad” cholesterol. High LDL cholesterol level can cause cholesterol accumulation in the arteries, increasing the risk of atherosclerosis, heart attacks, and strokes.
      • Triglycerides – This test assesses the level of certain types of fats in the bloodstream. Elevated triglyceride levels are associated with an increased risk of cardiovascular diseases and can be influenced by various factors such as genetics, diet, obesity, and certain medications.
      • Complete blood count with 5-part leukogram is a comprehensive examination that measures the hemoglobin content in your blood and counts the blood cells. This is one of the most important primary blood tests for assessing overall health conditions and allows for the detection of pathological processes in the body.
      • Creatinine reflects the condition and intensity of your kidneys’ function, as well as the size of muscle mass, muscle activity, and muscle recovery from exertion. Elevated creatinine levels may indicate a decrease in kidney function or kidney damage.
      • Thyroid-stimulating hormone (TSH) – This test assesses the level of TSH, a hormone that regulates thyroid function. TSH measurement is used to evaluate thyroid status and diagnose thyroid disorders.
      • Glucose – or blood sugar is the primary source of energy for your body. The test is suitable for assessing the risk, diagnosing, and monitoring the course of diabetes or diabetes mellitus.
      • Vitamin D – is essential for the normal development of strong bones and teeth, affects blood clotting, nerve tissue function, reduces the risk of various infections and diabetes, and has an impact on the immune system. Low levels of vitamin D may increase the risk of various health problems.
      • Alanine aminotransferase (ALT) – This test measures the level of the enzyme ALT mainly found in liver cells. Elevated ALT levels may indicate liver damage or disease.

       

  12. Health Insurance with Salu

    1. Does Salu offer health insurance?

      Salu cooperates with Ergo Insurance, through whom our customers can choose
      a suitable package that covers all health-related expenses.

    2. Who is Salu health insurance primarily intended for?

      Everyone can join Salu health insurance, but it is undoubtedly most useful for customers who do not have national health insurance (e.g., board of small enterprises
      to members/owners).

    3. Does Salu health insurance replace the national health fund?

      Salu’s health insurance has significantly more comprehensive protection than the national health insurance.

    4. Who does health insurance cover?

      Salu’s health insurance is extended to 1 person.

    5. Does Salu’s health insurance only expand in Estonia?

      Yes, Salu’s health protection only extends in Estonia.

    6. How much does Salu’s health insurance cost?

      We offer two packages:

      • Salu health package, which is €33 per month.
      • Salu premium health package, the cost of which is €60 per month.
    7. Do I have to pay the entire amount for the insurance at once?

      No, the payment is made once a month. The amount due will be debited from your bank card automatically.

    8. If I choose Salu health insurance, do I also have to pay a monthly fee for Salu services?

      No, you don’t have to. Salu services are already included in the price of the package.

    9. If I sign a health insurance contract, how long will it be?

      The contract can be concluded for a minimum of one year. If you want to avoid a contract after a year-end, it will be extended automatically.

    10. Can I cancel the contract early?

      The contract cannot be canceled early.

    11. In how many days does Salu’s health insurance become valid?

      Salu’s health insurance becomes valid within 3 days from the conclusion of the contract.

    12. How long will it take me to receive an insurance policy from Salu?

      The insurance policy will reach you within five days.

    13. Can I also buy health insurance from the company’s funds?

      Yes, of course. It should be considered that 33€/month is a tax-free amount for the company

    14. Where can I get acquainted with the conditions of Salu’s health insurance?

      It can be found on Salu’s website.

  13. Complimentary Medical & Pampering Services

    1. Do I need to have a valid Salu subscription to redeem the gift?

      Yes, your Salu subscription must be valid during gift redemption.

    2. If I don’t use my 90-day gift, will it expire?

      No. You are entitled to receive the gift every 90 days. The gift can be redeemed within 1 month of receiving it.

    3. Do the options for gifts change?

      Yes, the selection of 90-day gifts changes on the first day of each quarter.

  14. Vaccination

    1. When do I have to pay for vaccination myself?

      If the vaccine is not included in the Estonian vaccination program.

    2. What should I do to undergo vaccination?

      Contact our medical team through the Salu account, and you will receive the necessary instructions.

    3. How quickly will I be contacted regarding a vaccination appointment?

      As soon as possible, but no later than 10 working days.

    4. Where can I find information about which vaccines and when they should be administered to a child?

      The immunization schedule shows which vaccines to administer and at what age: National immunisation schedule | vaktsineeri.ee

    5. Where can I see which vaccines have already been administered to me?

      You can see the list of administered vaccines on the Health Portal.

  15. Technical questions

    1. How can I contact customer support?

      Via email at support@salu.md

    2. What are the customer support working hours?

      On weekdays from 9 am to 5 pm.

    3. How quickly will I receive a response from customer support?

      As soon as possible, but no later than 3 working days.

    4. I forgot my password; what should I do?

      Clicking on the “Log in” button will open a new window that asks you to enter your email address and password to access your account. Below is a button, “Forgot your password”. Through this button, you can update your password. The password link will be sent to your email address.

    5. Can I change the email address for my account?

      No. You can close the account associated with the created email address cancel the subscription (for subscription packages), and then register a new account with a different email address.

    6. The doctor has not responded to me for several hours; what should I do?

      Check if you clicked on the “Add image” or “Skip” button when starting the chat.

    7. Is the content of Salu consultations confidential?

      Yes, of course.

    8. I started a consultation but need help seeing my own or the doctor’s text. What should I do?

      Log out of your Salu account. Close the window. Restart/reboot your device. Open a search window and enter www.salu.md into the address bar. Log back into your Salu account and start a new consultation.

    9. Can I close the Salu website once I have started a consultation?

      Yes. If the doctor has responded to your question, you will receive a notification on your phone.

    10. Are my previous consultations visible?

      Yes, your previous consultations are visible on your Salu account.

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