You are here

Changes in our services in coronavirus crisis situation

Emergency situation concerning the worldwide pandemic spread of COVID-19-causing coronavirus has finished on 17. of May, but gradual exit from the coronavirus crisis is still going on. Read more about the coronavirus crisis situation in Estonia.

In order to ensure the safety of us and our customers and to prevent the spread of the virus, there is a transition period in all customer services of the Social Insurance Board, during which we offer the service with limited possibilities.

The service halls follow thorough rules to prevent the risk of infection:

  • Clients are instructed to use the hand disinfectants in the hall.
  • Customer service representatives use personal protective equipment.

Please do not come to the service hall without a critical need.

  • Please use online services at eesti.ee and our self-service
  • Find more information on our website
  • Send an email to info@sotsiaalkindlustusamet.ee
  • Call us at +372 612 1360 (Mon–Fri 9–17)
  • Send your applications and other necessary documents by post to Paldiski mnt 80, 15092 Tallinn

Please read below for more detailed information about the changes in different service areas.

 

Instructions and changes by area

Pension

How can an Estonian pensioner living abroad verify his or her living status when the customer service is closed?

All Estonian pensioners who live abroad must annually verify that they are alive. For this purpose, you must send us a life certificate, which has been signed by the competent authority of the country of residence. Your own signature on the life certificate is not sufficient. A person himself or herself can normally certify the fact that he or she is alive only by personally visiting the Estonian National Social Insurance Board with an identity document.

Due to the emergency situation, it is possible to temporarily verify the fact that you are alive via Skype at: Elusolekutõend [Life certificate].

We respond on Skype Monday to Thursday 9.00–16.30, on Friday 9.00 - 15.00.
The person must make the call personally and he or she must be able to show us their identity document.

Disability

Extension of disability 

For those, whose disability period ends between 12 March and 31 August 2020 and who have not yet applied for a disability extension, the disability period will be automatically extended by six months.

You do not have to do anything yourself. The cards of a disabled person will be sent home to them by regular post at the address shown in the population register.

All requests that have already been submitted will be processed as usual.

From 23 March 2020, all decisions on disability made from the said date can be found in the self-service of the Estonian National Social Insurance Board at iseteenindus.sotsiaalkindlustusamet.ee.

The self-service option cannot be used if the decision of disability has been made previously and sent to a person by post or email. This option can only be used with decisions made from 23 March 2020.

When you log into the self-service, you can initially view your decision, meaning that you can see only those decisions there that concern you. To view any decisions concerning your child, for example, you need to log into the self-service using your child’s data.

Provision of support services to disabled children

Due to the declared emergency situation, the provision of the services of a support person and day care to children with severe or profound disabilities has been made more flexible with the support of the ESF. During the school closure period, it is also allowed to provide the services of a support person at a child’s home, as well as the day care service for children attending school. This is the case even if the administrative decision financed by the ESF does not specify the provision of the services of a support person outside the educational institution or the provision of day care (if the child has usually been at school).

As educational institutions are closed, the Estonian National Social Insurance Board has forwarded a request to local authorities and service providers to review on a case-by-case basis whether and when a support person or a babysitter can continue to work at the child’s home. The most important aspect is to ensure the health of all people, but with the agreement between the parties, it is allowed to provide services in a more flexible manner. If parents are engaged in their work outside home or require additional assistance due to heavy burden of caring, a support person or a babysitter may be at the child’s home to ensure that the child is looked after and supported in the learning process.

Under special conditions, services can be provided at a time when Estonian is in an emergency situation and educational institutions are closed.

If you have any questions, please contact Ebeli Berkman ebeli.berkman@sotsiaalkindlustusamet.ee.

Technical aids

How can I get the technical aids I need when the corresponding businesses are closed?

In connection with the emergency situation, several state-owned companies selling and renting technical aids have informed us of the closure of the service points, as well as shortening their opening hours and counselling their customers only by phone or email. We recommend that you take a look at the company’s website or contact them by phone before personally going to the corresponding service point.

Depending on the work organisation of the company itself and based on the agreement with the person, the company may use a parcel machine or courier service to deliver monthly technical aids (diapers, bandages, catheters, and other similar products) to people in need.

When you place your order by phone or online, please be sure to let the company know if you have already purchased any technical aids under the state aid during the current month or not.

If yes, please inform the company about the quantity of products you have already purchased, so that the company could avoid selling over the limit. In addition, we kindly ask people to contact the company within 30 days of the end of the emergency situation, at the latest, and present a personal technical aid card to allow them to retrospectively record their transactions.

How can a company be sure in case of an order made by phone or email that transactions do not exceed the limit?

Although, in case of distance selling, it is not possible for a company to check the information on previous transactions from the person’s personal technical aid card, the company still has an obligation to inquire from the person about the previous transactions. Based on information from people, you can make transactions. If a person does not remember whether or not they bought diapers for that month, they can be asked to take a look at the card for at least in March. For other technical aids, please contact Reelika Dampf (phone +372 5380 5089) to discuss issues concerning the useful life / limit of the technical aid. Given the current emergency situation, and in order to minimise direct contact between people, it is important to identify as much information as possible over the phone or by email, and we are flexible in ensuring that people have access to technical aids.

What should I do if the decision on the special procedure of technical aids is coming to an end, but the person cannot contact the company to purchase the technical aid?

If you have such special procedure decisions where the customer cannot contact the company to purchase the technical aid and its validity is about to expire, please inform us in writing.

Welfare services

About the organisation of social rehabilitation services

The Estonian National Social Insurance Board extended the decisions on the social rehabilitation services for all people until the end of the year (31 December 2020). This applies to those whose decisions end during the period between the declaration of the emergency situation (12 March 2020) and 31 May 2020.

Such a decision concerns 831 persons and they themselves do not have to do anything to extend their decisions. People can use the rehabilitation services until the end of the year to the extent of their unused annual amount for the rehabilitation services. If you need information about your unused amount, please contact your service provider or the case manager of the Estonian National Social Insurance Board. 

The Estonian National Social Insurance Board will contact and inform all people concerned. Those who do not have a valid rehabilitation decision will receive the decisions as usual.

Also, those who have been issued a decision on referral to rehabilitation during the emergency situation do not have to comply with the requirement to sign a contract with the service provider within 60 calendar days. Please conclude any contracts with the service provider at a suitable time for both.

If you want to know whether your rehabilitation service provider has suspended their operations or continues to provide services, you can contact your rehabilitation service provider for further information. The service provider will let you know whether it resumes normal operations during the emergency situations, provides services by phone or via video bridge or suspends it work until the viral outbreak subsides.

Victim support

Reimbursement of costs of psychological assistance

Reimbursement for psychological assistance is determined when justified in the ordinary manner. However, many service providers have decided to provide the services through electronic channels (telephone counselling, Skype, and other applications) to mitigate risks. If you need more information, please contact the service provider or the victim support worker. If your service provider cannot provide the service for any reason at the moment and you need advice, please contact your local victim support worker.

If you have any questions concerning the reimbursement of costs of psychological assistance, in addition to a local victim support worker, please contact Liis Sild, Liis.Sild@sotsiaalkindlustusamet.ee, phone +372 5194 9691

Conciliation procedures and conflict mediation

In conciliation procedures, the victim support workers contact the parties whenever possible, but joint meetings will take place once the situation in the country stabilises. In order to carry out individual meetings, it is possible to use technical means (telephone or video call) in agreement with the victim support worker.

Conflict mediation has been postponed until the situation in the country stabilises.

If you have any questions concerning conciliation and conflict mediation, please contact the head of services, Annegrete Johanson, annegrete.johanson@sotsiaalkindlustusamet.ee, phone +372 5919 5182.

For service providers

Important information for service providers on performance of contracts

With regard to the emergency situation that was declared in Estonia on 12 March, a situation has arisen where the contractual parties are unable to duly comply with all the contractual obligations in certain cases due to the restrictions arising from the emergency situation.

In accordance with the Law of Obligations Act (subsection 103 (2) of this Act), the non-performance of an obligation is excused if it is caused by force majeure. Force majeure are circumstances which are beyond the control of the contractual party and which, at the time the contract was entered into, the contractual party could not reasonably have been expected to take into account, avoid or overcome the impediment or the consequences thereof which the contractual party could not reasonably have been expected to overcome.

The declaration of the emergency situation and the imposition of the resulting restrictions by the Government of the Republic was beyond the scope of the contractual parties, meaning that they cannot influence its impact or course. In the view of the foregoing, the breach of the contractual obligations, the improper performance of which is causally related to the declaration of the emergency situation in Estonia and the resulting restrictions, will be excused due to force majeure.

In accordance with subsection 103 (3) of the Law of Obligations Act, if the effect of force majeure is temporary, non-performance is excused only for the period during which force majeure impeded performance of the obligation. This means that the delay in fulfilling the obligation is excused within the immediate period of force majeure and within a reasonable period of time after the end of immediate effect required to overcome the consequences of force majeure.