Frequently asked questions

Please make sure you are entering the Reference number provided along with the policyholder date of birth and not the Aetna policy number on the email provided.
Please email us at individual.joining@allianz.com with the correct date of birth and we will update our system and let you know when to try logging in again.
If you are using internet explorer, please change browser and try using either Firefox or Chrome. If the issue persists please email us at  individual.joining@allianz.com.

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 individual.joining@allianz.com and we will provide you with a revised quotation.

If you want to decrease your region of cover e.g. Worldwide including USA to Worldwide excluding USA, you just need to email us at individual.joining@allianz.com.

If you want add additional cover to your policy e.g. repatriation, this will result in an upgrade in 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 individual.joining@allianz.com and we will provide you with a revised quotation.
If you want remove cover to your policy e.g. dental, you just need to email us at individual.joining@allianz.com.
If you would like to add a dependant/s to your policy, please first accept the quote we have offered you by selecting the bank transfer option. You can send the details of your dependant to us at individual.joining@allianz.com and we will add them to the policy for you.
If you would like to change your product e.g. Singapore plan to UK plan, you should email the details to us at  individual.joining@allianz.com and we will assess your needs.

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 individual.joining@allianz.com and we will provide you with a revised quotation.

If you want to decrease your network coverage, you just need to email us at individual.joining@allianz.com

If you want to change your payment currency, please email the request to us at individual.joining@allianz.com and we will try to accommodate your request.
If  you would like to see a full breakdown, please first accept the quote we have offered you by selecting the bank transfer option. You can then send the request to us at  individual.joining@allianz.com and we will send you back the breakdown premiums.
Unfortunately, we are not able to accommodate this request. The policies will have to stay separate.
You will find a supporting documents link inside the quote tool which provides you with a detailed change document which outlines the changes in moving from your Aetna to Allianz. There, you will find a full table of benefits and a benefits which outlines all of the cover in detail.
You are free to choose the medical provider you prefer, as far as this is within your selected area of cover. However, different arrangements may apply depending on the type of plan available to you: for example, your policy may be linked to the use of a specific medical provider network. Please check your Table of Benefits and your Membership Card to confirm if any medical network applies to your policy. If your plan is linked to a specific medical network, for your convenience you will find a list of medical providers included in your network within your Membership Pack. You can find more information here.

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.

3. Claim back your eligible costs via our  MyHealth Digital Services.

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.

If  you would like to update the name of the broker attached to your policy, please email us a broker appointment letter and we will re-issue the quote to you. You can then send the request to us at individual.joining@allianz.com and we will amend your policy record on our system.
If  you would like to update details of any member on your policy, please first accept the quote we have offered you. You can then send the request to us at individual.joining@allianz.com and we will amend your policy record on our system.
No renewal invitations are available in PDF or email format. Intermediaries should send the quote reference as issued by Aetna to their clients as their formal renewal offer and method to purchase.

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. 

Call us: +353 1 630 1301