Support for our Members

Under our plans, normally our insured members are free to choose the medical provider they prefer, as far as this is within their 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 have received a list of medical providers included in your network within your Membership Pack. 

If your policy is not linked to the use of a medical network, then you can choose the medical provider that you prefer. 

In this case, if you need help locating a provider in your area, you can use our MyHealth mobile app (if you have a policy with access to our app) to search for hospitals around your location and get GPS directions to them. 

Alternatively, you can always access our International Healthcare Provider Finder on our website, which allows you to search for hospitals, clinics, doctors and specialists on a country by country basis, with the ability to narrow down the search to specific regions and cities. You can also search under Medical Practitioner categories e.g. Internal Medicine, as well as on Specialism e.g. General Surgery, Neurosurgery or Traumatology etc.

You are not restricted to using the providers listed in this directory: the medical providers are available in our directory for your convenience only and we do not recommend, endorse or sponsor them, nor their inclusion in our directory implies that we have any agreements in place with them.

If you are covered in the USA and are seeking a medical provider there, we recommend that you contact our third party administrator that we have appointed to administers your policy in the USA. Our third party administrator can assist you with locating a medical provider close to you and scheduling an appointment. The contact details of our third party administrator can be found on the back of your Membership Card.

First, check that your plan covers the treatment you are seeking. Your Table of Benefits will confirm which benefits are available to you, however, you can always call our Helpline if you have any queries. 

Normally planned in-patient treatments are subject to our Treatment Guarantee/Pre-authorization process for direct settlement of your medical bills. This process may be different depending on the insurance product available to you – for this reason, please check your Benefit Guide to confirm what process applies to your policy. 

For example, if you are covered under one of our standard International Healthcare Plans, the process requires that you submit a Treatment Guarantee Form in advance of treatment by following the process below:

1. Download a Treatment Guarantee Form (available here).
   
2. Send the completed form to us at least five working days before treatment. Scan and email, fax or post (details on the form).
   
3. We contact your medical provider directly to arrange settlement of your bills (where possible and where your costs are eligible for cover).
   

To find out more about the Treatment Guarantee Process, watch our short video here.

Please note that important terms and conditions are applicable to the medical claiming process. These terms and conditions may vary depending on the product available to you and on the type of insurance contract. We therefore advise to check your Benefit Guide to confirm the claiming terms and conditions applicable to your policy with us. 

For convenience, we summarise below the terms and conditions that normally apply to standard policies in terms of medical claims:

1. All claims should be submitted via our MyHealth app or Claim Form no later than six months after the end of the Insurance Year. If cover is cancelled during the Insurance Year, claims should be submitted no later than six months after the date that your cover ended. Beyond this time we are not obliged to settle the claim.
   
2. Submission of a separate claim (via our MyHealth app or Claim Form) is required for each person claiming and for each medical condition being claimed for. Please note that as well as our hard and soft copy claim forms, members can now avail of our MyHealth app for fast and easy claims submission.
   
3. It is your responsibility to retain any original supporting documentation (e.g. medical receipts) where copies are submitted to us, as we reserve the right to request original supporting documentation/receipts up to 12 months after claims settlement, for auditing.
   
   We also reserve the right to request a proof of payment by you (e.g. bank or credit card statement) in respect of your medical receipts. We advise that you keep copies of all correspondence with us as we cannot be held responsible for correspondence that does not reach us for any reason that is outside of our reasonable control.
4. If the amount to be claimed is less than the deductible figure under your plan, keep collecting all out-patient receipts and Claim forms until you reach an amount in excess of your plan deductible, then forward to us all completed Claim Forms together with supporting receipts/invoices.
   
5. Please specify on the Claim Form the currency in which you wish to be paid. Unfortunately, on rare occasions, we may not be able to make a payment in the currency you requested on the Claim Form, due to international banking regulations. In this instance we will review each case individually to identify a suitable alternative currency option. If we have to make a conversion from one currency to another, we will use the exchange rate that applies on the date on which the invoices were issued, or we will use the exchange rate that applies on the date that claims payment is made.
   
   Please note that we reserve the right to choose which currency exchange rate to apply
6. Only costs incurred as a result of eligible treatment will be reimbursed within the limits of your policy, after taking into consideration any Treatment Guarantee requirements. Any deductibles or co-payments outlined in the Table of Benefits will be taken into account when calculating the amount to be reimbursed.
   
7. If you are required to pay a deposit in advance of any medical treatment, the cost incurred will only be reimbursed after treatment has taken place.
   
8. You and your dependants agree to assist us in obtaining all necessary information to process a claim. We have the right to access all medical records and to have direct discussions with the medical provider or the treating physician. We may, at our own expense, request a medical examination by our medical representative when we deem this to be necessary. All information will be treated in strict confidence. We reserve the right to withhold benefits if you or your dependants have not honoured these obligations.
   

Yes. Most of the features of this app can be accessed when you do not have an internet connection e.g. you can complete a claim offline but will require an internet connection to submit it. Information updates cannot be performed offline but you can still view your information from the last update.