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.
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
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.
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.
Payment Queries
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.
If none of the above has worked for you, please contact us by email and we will arrange to take credit card payment over the phone from you. Please put into the subject line of the email “Failed Payment”.
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.
Making changes to your policy
Yes, you can request a new quote if you wish to reduce your cover, change your area of cover or remove a dependant from your plan. To do this, simply complete our New Allianz Quote.
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, please complete our New Allianz Quote.
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.
Yes, you can reduce your cover your by sending your request on our New Allianz Quote tool.
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, please complete our New Allianz Quote.
Unfortunately, we are not able to accommodate this request. The policies will have to stay separate.
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.
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.
Cover queries
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.
Getting treatment/reimbursed
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.
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.
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.