Frequently asked questions and help

Choose the most convenient way for you to get insurance:

• Get insured online (motor mtpl insurance, travel insurance, cyclist insurance, and accident insurance) or fill out this form and we will provide you with an offer;
• Call us 1887;
• Visit the nearest ERGO office.

Choose the most convenient way for you:

• Contact the ERGO representative who insured you;
• Get insured online (motor mtpl insurance, travel insurance, cyclist insurance, and accident insurance) or fill out this form and we will provide you with an offer;
• Call us at 1887 or visit the nearest ERGO office.

Policyholders – individuals who have entered into an insurance contract* online, by phone, email, or other communication means have the right to cancel the contract within 14 days from the date it was signed (for life insurance, within 30 days from the date the consumer was informed about the contract), except for:

- travel, luggage, and similar insurance contracts with a term shorter than 30 days;

- insurance contracts for which a claim notification has been received.

To cancel an insurance contract, you must submit a completed sample cancellation form (PDF, in Lithuanian) or a clear statement of your decision to cancel the insurance contract. The completed cancellation form or statement should be sent by email to info@ergo.lt by mail to Geležinio Vilko g. 6A, Vilnius. The cancellation of the insurance contract is carried out according to the applicable laws of the Republic of Lithuania.

For other cases of contract termination, please contact your insurance representative or call 1887, as the contract termination conditions are specified in the insurance policy terms.

Note: This applies in cases where the insurance contract is concluded for purposes not related to your business, trade, craft, or profession.

When you purchase ERGO compulsory motor third-party liability insurance, you will also receive a Green Card free of charge, which provides proof of this insurance coverage abroad. Your ERGO representative will provide it to you. If you purchased your insurance online, you can pick up your Green Card at the nearest ERGO office.

Please note that when filing your income tax return for the previous calendar year, you may be eligible for a tax refund of up to 20% on the paid life insurance premiums. Information on your paid life insurance premiums for the previous calendar year will be submitted to the State Tax Inspectorate (VMI) by February 15 of the current year. You can view the details of your paid premiums through the Electronic Declaration System (EDS) and in the preliminary income tax returns prepared by the VMI.

If you wish to receive a certificate of the life insurance premiums paid in the previous calendar year, please contact us via email info@ergo.lt.
 

Learn more about taxation rules for life insurance contracts (PDF, in Lithuanian).

If you have any questions, please contact ERGO by phone 1887 or by email info@ergo.lt.

You can use ERGO health insurance at any private or public healthcare facility.

We recommend to use the services of our listed partners – where you can pay with your ERGO health insurance card/booklet without needing to fill out claim forms. If you present your ERGO health insurance card/booklet to one of our partners, ERGO will directly pay the portion of the service costs covered by your insurance to the healthcare provider, according to your policy terms.

After reporting the incident, you can choose to:
• receive a financial payout and repair your car at any service centre of your choice;
• Go to one of our vehicle repair partners, and we will handle the payment directly with them.

You can pay for insurance services with just one click!

All you need to do is log in to the ERGO self-service system.
Here, you can not only pay your insurance premiums but also view your insurance history and report a claim.

Instructions on how to log in to the ERGO self-service system can be found in the guide (PDF, in Lithuanian).

You can pay your insurance premiums to your selected account of "ERGO Insurance SE" Lithuanian branch:

 •  AB SEB bankas – account No. LT957044060001118835;
 •  AB „Swedbank“ – account No. LT187300010000170937;
 •  „Luminor Bank AS“ Lithuanian branch – account No. LT204010042400052204 or Nr. LT542140030001577156;
 •  AB Šiaulių bankas – account No. LT737180300023467912;
 •  AB „Citadele“ bankas  – account No LT927290000013467399.

Please note: When paying insurance premiums via bank transfer, it is essential to include your insurance contract number in the payment reference field.

By selecting the e-invoice automatic payment service, you will no longer need to worry about contracts with multiple payments – the funds will be automatically deducted from your bank account. 

You can subscribe to the e-invoice automatic payment service at bank branches or by logging into your online banking system. The banks offering this service are:
• AB SEB bankas;
• AB „Swedbank“;
• „Luminor Bank AS“ Lithuanian branch;
• AB Šiaulių bankas.

You can also request the e-invoice service at ERGO sales offices and choose the automatic premium deduction option by logging into your online banking system.

Important! You must pay the first premium in the usual manner via bank transfer; subsequent premiums will be deducted automatically.

You can pay for insurance services at ERGO sales offices (payment by card only).

When making payments at bank branches and credit unions, you need to provide your insurance contract number and the account number of "ERGO Insurance SE" Lithuanian branch:

• AB SEB bankas – account No. LT957044060001118835;
• AB „Swedbank“ – account No. LT187300010000170937;
• „Luminor Bank AS“ Lithuanian branch – account No. LT204010042400052204 arba Nr. LT542140030001577156;
• AB Šiaulių bankas – account No. LT737180300023467912;
• AB „Citadele“ bankas – account No. LT927290000013467399.

Please note that payment service fees may apply according to the terms set by the service provider at these locations.

You can pay your insurance premiums by card or in cash at the following locations:

• At the checkout counters of Maxima stores; 
• At Perlas lottery terminals (please note that this service is not available at Perlas terminals located in Maxima stores); 
• At Lithuanian Post offices.

Please note: When paying by card or in cash, you must present a payment notification with a bar code.

Payment service fees may apply according to the terms set by the service provider at these locations.

By selecting the e-invoice automatic payment service, you will no longer need to worry about paying your insurance premiums – the funds will be automatically deducted from your bank account.

You can subscribe to the e-invoice automatic payment service at bank branches or by logging into your online banking system. The banks offering this service are:

• AB SEB bankas;
• AB „Swedbank“;
• „Luminor Bank AS“ Lithuanian branch.
 

You can also request the e-invoice service at ERGO sales offices and choose the automatic premium deduction option by logging into your online banking system.

You can download the e-invoice guide (PDF, in Lithuanian).

You can pay the insurance premiums to the selected bank account of ERGO Life Insurance SE:

• AB SEB bank - account no. LT697044060001053440;
• Swedbank AB - account no. LT697300010000656765;
• "Luminor Bank AS" Lithuanian branch - account no. LT824010049500830455 or no. LT022140030002496294;
• AB "Citadele" bank - account no. LT227290000013467398.

Please note: when paying insurance premiums by bank transfer, it is necessary to indicate the number of the insurance contract in the payment destination field.

When paying premiums at bank branches and credit unions, the insurance contract number and ERGO Life Insurance SE account number must be indicated:

• AB SEB bank - account no. LT697044060001053440;
• Swedbank AB - account no. LT697300010000656765;
• "Luminor Bank AS" Lithuanian branch - account no. LT824010049500830455 or no. LT022140030002496294;
• AB "Citadele" bank - account no. LT227290000013467398.

Payment service rates set by the service provider of that location may apply when paying at these locations.

You can pay insurance premiums with a payment card or cash:

• at the checkouts of Maxima stores;
• at Perlas lottery terminals (at the Perlas lottery terminals located in Maxima stores, this service not provided);
• In Lithuanian post offices. 

Please note: when paying by card or cash, it is necessary to submit a payment notification with a barcode. Payment service rates set by the service provider of that location may apply when paying at these locations.

1. The best and most convenient way to report a claim is through the self-service website. If you cannot complete the identification process, you can also report the claim on the online website, where you can also submit all documents related to the incident.
2. If you have travel insurance and need medical assistance due to illness or an accident while travelling abroad, please contact ERGO's medical assistance partner, UAB "Euro Asista," UAB by phone (+370) 52 322 944 (available 24/7) or via e-mail claims@euroasista.lt.
3. You can find life insurance claim document forms in the descriptions of services on this website. Life insurance claims can be reported at on the online website.
4. Health insurance claims can be submitted easily and conveniently through the ERGO health insurance app. For more information on how to use the app, please read below (PDF, in Lithuanian).

After reporting the incident, you can choose to:
• receive a financial payout and repair your car at any service centre of your choice;
• Go to one of our vehicle repair partners, and we will handle the payment directly with them.

If your vehicle was damaged in a traffic accident and you need another vehicle during the repair period, you have the right to rent a replacement car and submit a claim for reimbursement of the expenses to the insurance company of the party responsible for the accident.

In all cases, there must be a clear culprit for the traffic accident. If the police are investigating the incident, the insurance company may wait for a report from the police before deciding on the provision of a replacement vehicle or reimbursement of related expenses.

You can obtain a replacement vehicle or reimbursement for related expenses if the damaged car is being repaired at an auto service center. Please contact our vehicle repair partners.

The period for renting or providing a replacement car should be reasonable and objectively based on the repair time of the damaged vehicle. If it is not practical to repair the vehicle (e.g., it is irreparably damaged), the rental period for the replacement vehicle is usually set until the insurance payout date.

The replacement car is rented independently, and the insurance company requires a request for reimbursement of such expenses, along with documents substantiating the rental agreement and cost (e.g., rental contract, invoice, bank transfer receipt, payment slips, etc.) and documents proving the repair of the vehicle (e.g., invoice).

In the case of independent car rental, the insurance company will decide on the reimbursement of such losses once you have submitted the aforementioned documents. Therefore, the insurance company is unlikely to provide a specific answer in advance. However, they should clarify the conditions and necessary documents that would justify these expenses for reimbursement.

The cost of renting a replacement vehicle must correspond to the average market daily rental rate.

• Take a picture of the scene and the damaged property;
• If the damage is to real estate, seal any gaps that have appeared and prevent further damage if possible;
• If your property was damaged by an object that is not yours (such as a tree, structure, roof covering, etc.), report the incident to the police;
• Report the damage to ERGO online (available 24/7) or by calling 1887 (Monday to Friday, 8:00 AM - 1:00 PM).

If you register a claim after working hours, we will contact you on the next business day regarding further actions.
If you need assistance sealing any gaps, please call 1887 (available 24/7) and select the menu option "Road and Home Assistance".
For the removal of large fallen objects, we recommend to contact the local fire protection and rescue department units.

In this case, you should select and fill out the form for "Property Damage".

First, immediately inform the carrier about the damage, request a document confirming the facts mentioned, and submit a written claim for compensation. If the loss, total destruction, or damage of a travel item is not immediately apparent, you must report the damage within the time limit set by the carrier or within 7 calendar days from the date of luggage transfer if no claim period is specified.

To report the incident, log into the self-service website. After receiving your notification, our expert will contact you regarding the specific documents you need to provide. Typically, we will ask for the following information: 

• Proof of purchase for the luggage (receipt, invoice, etc.)
• Luggage registration document
• Document issued by the carrier confirming the damage/loss of the luggage.

What to do if I incurred financial loss due to travel (trip cancellation/termination/connection loss/departure delay)?

In the event of an incident, first contact the carrier, travel organiser, or their authorised representative, and submit a written request for reimbursement of travel expenses and compensation according to applicable laws or contractual agreements.
To report the incident, log into the self-service portal. After we receive your notification, our expert will reach out to you regarding the specific documents you need to provide.

The amount of damage is calculated based on the laws, agreements specified in the insurance rules, and the contract.

a) In the case of damage to the vehicle, the amount of compensation is determined by the repair costs necessary to restore the damaged property's value to what it was before the incident. If the affected party does not repair the vehicle, the insurer compensates the necessary repair costs calculated by the insurer, which would be required to restore the damaged property or its parts to their market value before the traffic accident. Necessary repair costs are calculated based on average labor costs and the prices of replaced parts that correspond to the level of technology, following recommended time standards.

b) In the case of property damage, the amount of loss due to the insured event is determined based on documents confirming the fact of loss, its amount, and actual repair costs. Only actual losses incurred are compensated.

When concluding a contract, consult with our advisers regarding the options relevant to you: whether you are interested in selected risk insurance, all-risk insurance, whether you want insurance coverage valid in Europe or worldwide, or whether you want to insure property at its new or market value.

We strive for the highest quality in claims handling. If you believe that the compensation was inadequate, please fill out this form (PDF, in Lithuanian) and send it to us at kokybe@ergo.lt. Learn more about the complaint submission and review process (PDF, in Lithuanian).

In the case of vehicle damage, the payment can be made according to the insurance expert's estimated damage cost or according to the invoice from the repair service, based on the client's request (the estimated repair cost must be agreed upon with the insurer before the repair).

2.1. If you have comprehensive insurance and want to know how the damage may be compensated, it is essential to pay attention to the terms of your insurance policy. You can find the policy by logging into mano.ergo.lt.

2.2. If you have suffered damage caused by an ERGO client under motor civil liability insurance, then the payment procedure established by the laws of the Republic of Lithuania applies to you.

If the vehicle was destroyed in the traffic accident (repair is economically unfeasible if the necessary repair costs are greater than or equal to 75 percent of the vehicle's market value before the insured event), the amount of damage is determined based on the market value of the destroyed vehicle before destruction and its residual value after the traffic accident.

In the case of property damage, the amount of loss from the insured event is determined based on the documents confirming the fact of loss, its extent, and actual repair costs. Only actual losses incurred are compensated.

We will inspect your non-running vehicle no later than within 3 working days. Before going for the inspection, we always contact you for a more precise time of the inspection.

The deductible specified in the vehicle insurance certificate does not apply if the incident occurred through no fault of the insured. In this case, the insurer has the right of recourse against the party responsible for the insured event, whose details are known to the insurer, and the insurance payout is made without applying a deductible (except for the deductible stipulated in the case of theft). If the insured event occurred due to the fault of both parties involved, the deductible is applied proportionally to the degree of fault of the insured.

In the case of property damage, you will pay the deductible for each insured event yourself. The deductible amount is subtracted from the calculated insurance payout. If, after the insured event, the responsible parties are identified and liability is acknowledged, the insurance payout will be made without deducting the deductible.

We aim for the highest quality in claims handling; therefore, if you believe that the compensation for the damage has been inadequately calculated, please fill out this form (PDF, in Lithuanian). and send it to us via email kokybe@ergo.lt. Learn more about the complaint submission and review process (PDF, in Lithuanian).

If you disagree with the insurer's calculated necessary repair costs in the case of vehicle damage, once you present the vehicle for repair at a service station (we can suggest a service at your request) and the repairs are carried out according to a pre-agreed estimate of the proposed repair work and parts with the insurer, the question of reimbursing the actual repair costs exceeding the assessed amount will be considered further.

In the case of property damage, please contact us at turtozalos@ergo.lt or through the self-service message module "Messages" (message subject "Information about the damage") and provide documents proving the additional costs. After reviewing this information, we will reconsider the question of reimbursing additional expenses.

We aim to make a decision regarding the insurance payout as quickly as possible, but no later than 30 days from the receipt of the documents required for managing the claim. If we cannot reach a decision within this time frame, we will inform you in writing about the progress of the investigation. On average, we compensate 26% of claims within 7 days, and 40% of claims within 15 days!

The insurance payout will be transferred to the bank account of the policyholder, the owner of the damaged property (beneficiary), or to the bank account of another person designated by the owner with their authorisation, or to the bank account of the auto repair shop, construction company, or other service provider that performed the work.

If the at-fault party's vehicle is uninsured, the affected person can contact any insurance company that operates under the mandatory civil liability insurance for vehicle owners. Additionally, the fact of the incident must be recorded in the accident declaration or by police officers. The insurance company will compensate the incurred damages, which will later be recovered from the at-fault party through the Bureau of Insurers of the Republic of Lithuania.

If you have additional questions, please contact us via email at zalos@ergo.lt, providing your claim number, or submit your questions and documents through the ERGO self-service website (“Messages” > “New Message” > “Subject: Information about non-life insurance claims / Information about life insurance claims”).

Fill out the “Mandatory Insurance Claim” form and be sure to include information about the name of the liable party's insurance company and the country where it is insured.

You can coordinate a convenient time and date with the service; it is important that the chosen service consults with us regarding the repair estimate before the repair begins.

1. Enter mano.ergo.lt in your browser's address bar.
2. When logging in for the first time, we recommend using electronic banking or a mobile signature.
3. Confirm your identity using one of the two methods:

Electronic Banking:

• Click on the bank logo to access the electronic banking login page.
• Enter your login details and confirm your consent to use them for identification.
• Log in to "Mano ERGO".

Note: Electronic banking details are used only for identification; financial data or payments are not verified. No funds will be deducted from your account during the login process.

Mobile E-signature:
To log in to "Mano ERGO" using a mobile e-signature, you must have signed a service agreement with your mobile operator.

1. Enter the address mano.ergo.lt in your browser.
2. Log in using one of the available methods: either with electronic banking or a mobile e-signature.
3. In the opened window, check the box for "Create a 'Mano ERGO' login name and password".
4. Enter the requested information.
5. Confirm that the email address and mobile phone number you provided are active.
6. After completing the steps above, you will gain access to your account.

• Enter the address mano.ergo.lt in your browser.
• Choose one of three login methods:

  • Online Banking:
    Click on your bank's logo to be redirected to the online banking login page. Follow the instructions as if you are registering for the first time.
  • Password and SMS:

    1. In the login window, enter the required information, such as your username (your email address), your chosen password, and the temporary code sent to your mobile phone number registered in your account.
    2. If you forgot your password, click “Forgot Password,” enter your username, and type in the security characters displayed in the image. Click “Continue.” You will receive a temporary link to reset your password via email.
    3. Click on the temporary link received by email.
    4. On the self-service website, enter the four-digit code received via SMS.
  • Mobile e-Signature:

    1. Select the mobile signature option and click “Login.”
    2. You will be directed to the iPasas.lt environment, where you’ll need to enter your personal code.
    3. A set of four characters will appear on the screen, which will also be displayed on your mobile phone. Confirm that the characters match and enter the sPIN code provided by your mobile operator on your phone.

1. Select the "My Contracts" Section:
2. Here, you can view all your active and inactive contracts, payment times, and contract validity dates.

First method – in the "My Contracts" Section:

1. In the "My Contracts" section, next to each active insurance policy, you will see a "Pay" button.
2. Clicking the "Pay" button will show you all the payments for the contract's validity period.
3. Payments marked in green have already been paid, while those in red have not.
4. Check the boxes for the payments you wish to make.
5. Click the "Pay" button.
6. Click on the logo of the bank with which you have an online services agreement.

Familiarise yourself with the information provided by the bank, then proceed by entering your online banking login details to complete the payment.

Note: Successfully completed payments will be credited to the ERGO accounting system by the next business day following the payment date.

Second Method – in the "My Payments" Section:

1. Select the "My Payments" section.
2. Here, you can view the payments for individual policies for the current month.
3. To pay for a selected insurance policy, check the amount due.
4. Click the "Pay" button.
5. Click on the logo of the bank with which you have an online services agreement.
6. Familiarise yourself with the information provided by the bank, then proceed by entering your online banking login details to complete the payment.

Note: If no current period payments are displayed in this section and it is empty, it means you have already settled all your insurance payments; you can only pay for one current period payment with a single bank transfer.

1. Select the "My Contracts" section.
2. Open the list of expired insurance contracts.
3. To the right of the insurance policy, you will find buttons for "Create New Contract" and "Get Offer." Choose one of these options.
4. Review the terms of the insurance being extended. If you would like a consultation, contact an ERGO consultant by clicking the "Live Help" button.
5. Click "Pay."
6. If you choose the "Get Offer" option, an insurance consultant will contact you and provide an insurance proposal.

1. Select the "My Claims" section.
2. Here, you can report an incident.
3. After filling out and submitting the insurance claim application, you will receive a summary of the submitted data via email.
4. An ERGO employee will contact you via email to inform you about the progress of the claim administration.

Since the General Data Protection Regulation (GDPR) came into effect, in order to ensure the safety of our clients' personal data, we only send an informational confirmation email with the relevant insurance rules and a link to the ERGO self-service platform after the contract is concluded. There, you can find, review, and print all your insurance contracts.

There could be several reasons for this situation:

a) Access Limitation: Only the policyholder can view the insurance contract in their self-service account; the payer does not have this access.

b) Payment Method: If you completed the payment for the contract using the "Transfer" option, we are waiting for additional information from you (a copy of the bank transfer), and the contract will be displayed in the self-service area once we receive this information.

c) Contract Type: The contract may not fall under the list of insurance products displayed in the self-service portal.

d) Time and Type Restrictions:

• For individuals: Only contracts from the last 3 years (from the current date) are displayed. Please note that long-term leasing or vehicle insurance contracts (if the policyholder is a bank) may not be fully displayed.
• For legal entities: Only contracts from the last year (from the current date) are displayed. Similarly, long-term leasing or vehicle insurance contracts (if the policyholder is a bank) may not be fully displayed.

According to the General Data Protection Regulation (GDPR), information about the insurance contract and access to the insurance contract is granted only to the policyholder. The payer can only receive information about the policyholder's contracts based on a written authorisation.

The ERGO self-service system is not the only way to obtain documents. You can also get information and insurance documents by:

• Visiting the nearest ERGO customer service branch.
• Calling the phone number 1887.
• Sending an email to info@ergo.lt.

In these cases, after identifying the client (the policyholder), the insurance documents will be sent via email.

You have the option to delete or temporarily deactivate your account, but this is done by responsible ERGO employees upon receiving your request in writing (either electronically or physically).

Your notification about the contract cancellation is forwarded to the responsible ERGO employee. You will receive confirmation of the contract termination at the contact phone number or email address you provided. Once the contract is terminated in the ERGO system, the corresponding information about the contract status will be displayed in your self-service account. If you have any questions regarding the cancellation of the insurance contract, please contact us at 1887, via email at info@ergo.lt, or through the self-service 'Messages' module by selecting the topic "Insurance Contract Cancellation".

The information about payments in the 'My Payments' section updates within 1-2 business days after the contract payment, and if the payment is made using the 'transfer' method, it may take even longer.

The email address and phone number can be used for only one self-service account and cannot be used for creating accounts for both individual and legal entities.