Frequently asked questions
These are the most frequently asked questions by members migrating from Aetna to Allianz. Please see below if there is a question answered already relating to a query you may have.
Getting a quote
Your card may be declined for a number of reasons: the card details have been entered incorrectly, the card has expired, you’re over your limit or the card issuer sees suspicious activity that could be a sign of fraud.
If you entered your credit card details into our payment page incorrectly and tried multiple times, our system will block the transaction as it will look like fraudulent activity. You will need to close your browser and start the process in a new browser session with the correct information and the transaction should go through.
In the case of suspicious activity, due to the nature of your international assignment, you maybe using a card issued from your home country in a web browser which has an IP address of a foreign country. If you have access to and can use a VPN network the payment should go through straight away.
Making changes to your policy
If you want to increase your region of cover e.g. from Worldwide excluding USA to Worldwide including USA, this will result in an upgrade of cover, which requires you to complete a new application form. You have two choices, either full medical underwriting or moratorium underwriting. You will need to complete the application form and send to and we will provide you with a revised quotation.
If you want to increase your network coverage, this will result in an upgrade of cover, which requires you to complete a new application form. You will be required to go through full medical underwriting. You will need to complete the application form and send to and we will provide you with a revised quotation.
If your baby is born before your Aetna policy expires, you need to contact Aetna directly and have your baby added to your Aetna health insurance policy. Aetna will then liaise with Allianz to have your Allianz quote revised to include your new arrival.
If your baby is born after your Aetna policy has expired and you have started your new Allianz health insurance policy, you need to contact Allianz within 4 weeks from your baby’s birth date and we will make the change. If you contact us when your baby is more than 4 weeks old, your baby will be subject to full medical underwriting.
Allianz has direct billing in place with the majority of medical providers, so you may not be required to submit a claim. However, if you are under one of our EU or UK International Healthcare Plans and your treatment doesn’t require pre-authorisation, follow the steps below:
1. Receive your treatment and pay the medical provider
2. Get an invoice from your medical provider. This should state your name, treatment date(s), the diagnosis/medical condition that you received treatment for, the date of onset of symptoms, the nature of the treatment and the fees charged.
Once we have all the information required, we can process and pay a claim within 48 hours. However, we can only do this if you have told us your diagnosis, so please make sure you include this with your claim. Otherwise, we will need to request the details from you or your doctor. We will email or write to you to let you know when the claim has been processed.
Contact our Helpline Team
Contact our Helpline Team
Our multilingual helpline staff are available 24 /7 to handle day to day policy enquiries and support you during emergencies.
Note that we will need your name and policy number to identify you in our system and be able to respond to queries on your cover, your claims, etc. – so please don’t forget to have your policy number with you when you call us or to state it in your email (together with your full name) if you prefer to write.