Approved: 06.05.2026

Terena’s goal is to provide you with reliable, high-quality, and professional healthcare services. However, situations may arise in our daily operations where your expectations are not met, a misunderstanding occurs, or an incident takes place that may affect your experience, health, or well-being.

Every piece of feedback and every complaint is important to us. We investigate all cases thoroughly to understand their causes, find an appropriate solution, and, where necessary, improve our procedures to prevent similar situations from occurring in the future.

This procedure explains how you can submit a complaint and how your complaint will be handled.

Complaint – A statement of dissatisfaction or concern submitted by you regarding the quality of services, customer service, or any other aspect of your experience.

Insurance claim (Professional Liability Insurance Case) – A situation in which a healthcare provider has breached its obligations, resulting in bodily injury, other damage to health, or death to a patient during the provision of healthcare services, for which the healthcare provider is liable under the Law of Obligations Act. An incident is considered an insurance claim only if the damage has occurred under the circumstances specified in Section 10(2) of the Estonian Health Care Provider Mandatory Liability Insurance Act.

Eligible claimant – You, your legal guardian, or another person entitled by law to claim compensation for damages.

Submitting a Complaint

You may submit a complaint in any of the following ways:

• By email using Terena’s contact details: tagasiside@terena.ee
• In writing at the reception desk
• Verbally, if the matter can be resolved immediately and you do not require a written response

To enable us to process your complaint as quickly as possible, please include:

• Your full name and personal identification code (or date of birth)
• Your contact details (telephone number or email address)
• A description of the incident and the parties involved
• Where possible, your expected outcome or proposed solution

Complaint Handling

• We will acknowledge receipt of your complaint as soon as possible, usually within 24 hours on business days.
• We aim to provide a substantive response within a reasonable period, but no later than 20 business days.
• If additional time is required to investigate the circumstances, we will notify you accordingly.
• Resolving a complaint may take time, as we may need to obtain explanations from the parties involved.

In certain situations, it may not be possible to respond to or resolve a complaint, for example if:

• The complainant cannot be identified
• Required contact information has not been provided
• The content of the complaint is unclear
• You have indicated that no response is required
• Resolving the complaint would require access to technological data that is neither recorded nor logged (such as video or audio recordings)

Personal data of a sensitive nature, as well as your or the patient’s health information contained in complaints or suggestions, will be processed in accordance with the Estonian Personal Data Protection Act. This means that unrelated or third parties will not be involved or informed, except where this is necessary for resolving the specific complaint.

In the case of complaints concerning a specialist physician or other healthcare professional, authorised personnel may review the relevant health data and obtain explanations from the parties involved.

Professional Liability Insurance Claims

If you have suffered damage in connection with the provision of healthcare services, you have the right to submit a claim for compensation directly to the insurer.

In the event of an insurance claim, we kindly ask you to:

• Notify the insurer as soon as possible
• Describe the incident as accurately and comprehensively as possible
• Attach any relevant supporting documents, if available

Key deadlines:

• The general limitation period for submitting a compensation claim is 3 years from the date on which you became aware of the damage
• We recommend reporting the incident without delay

IInsurance coverage period: 01.11.2025–30.10.2026

Insurance coverage limits:

€3,000,000 per insurance period

€300,000 per insured event

€100,000 per eligible claimant

Non-material damage coverage limits:

€30,000 per eligible claimant

€100,000 per insured event

Submitting a compensation claim: Through the healthcare provider or via the PZU Insurance Self-Service Portal.

To submit a claim, please complete the claim form available in the PZU Insurance Self-Service Portal. The insurer will then contact you.

Document Retention

Information and documents relating to complaints and insurance cases are retained in accordance with applicable legislation and the organisation’s internal procedures.

Additional Options

You also have the right to contact the following authorities:

Estonian Health Insurance Fund (Eesti Tervisekassa)
info@tervisekassa.ee
16363 / +372 669 6630

Health Board (Terviseamet)
kesk@terviseamet.ee
+372 694 3500

Harju County Government (Harju Maavalitsus)
info@harju.maavalitsus.ee
+372 611 8640

Data Protection Inspectorate (Andmekaitse Inspektsioon)
info@aki.ee
+372 5620 2341

If you have any questions or require further clarification, please do not hesitate to contact us. We are committed to assisting you and to continuing to provide reliable, high-quality healthcare services.