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Members FAQ

Browse the topics below to find the answers for the most frequently asked questions.
administration of your policy

Check the answers for questions on how to change your details, add dependants to your policy and more

Check the answers for your questions about the scope of your cover, your benefits and its limits

getting treatment
Check the answers for questions about emergency treatment, pre-approval and other treatment related queries
getting reimbursed

Discover how to claim, how to check the status of your claims and more

Digital services
Explore our digital services and how they can help you manage your health and your claims

Find out how to make a complaint or cancel your policy

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 find 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 International Healthcare Provider Finder available via our MyHealth Digital Services.

It will allow 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 your area of cover includes the USA and you 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.

Get the emergency treatment you need and call us if you need any advice or support.

Where possible you, your doctor or one of your dependants should contact our Helpline within 48 hours of the emergency event, to inform us of the hospitalization. Treatment Guarantee/Pre-authorization Form details can be taken over the phone when you call us

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Helpline numbers
English +353 1 630 1301 Italian +353 1 630 1305  
Spanish +353 1 630 1304   French +353 1 630 1303
German +353 1 630 1302 Portuguese +353 1 645 4040

First, check if 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. You can access your Table of Benefits via MyHealth Digital Services. Simply login via browser or use the MyHealth app and click on “My Benefits”.

Your Table of Benefits will also confirm which treatments require our pre-approval (via a Treatment Guarantee Form). These are mostly in-patient and high-cost treatments. The pre-approval process helps us assess each case, organise everything with the hospital before your arrival and make direct payment of your hospital bill easier, where possible.

The pre-approval process may differ 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 5 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).

The procedure applicable to your policy will depend on the product available to you and will be described in detail in your Benefit Guide and Table of Benefits. You can access your Benefit Guide and Table of Benefits via our MyHealth Digital Services. Simply login via browser or use the MyHealth app, click on “My Policy” and select the “Documents” tab.

However, if you are under one of our standard International Healthcare Plans and your treatment doesn’t require pre-authorisation, the general claiming procedure below applies:

01. Receive your treatment and pay the medical provider

02. Get an invoice from your medical provider*

03. Claim back your eligible costs via your MyHealth Digital Services**

*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

**Simply provide a few key details, take a photo or upload you invoice(s) and submit your claims.

As an alternative to MyHealth Digital Services, you can also claim your treatment costs by completing and submitting a Claim Form, downloadable here. You will need to complete section 5 and 6 of the Claim Form only if the information requested in those sections is not already provided on your medical invoice.

Please send the Claim Form and all supporting documentation, invoices and receipts to us by email, fax or post to the details provided on the form.
Don’t forget: you must submit your claims within the claiming deadline set out in your Benefit Guide.

Quick claim processing

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.

Now you can update your personal information such as home or business address, email address or telephone number via MyHealth Digital Services. Simply login via browser or use the MyHealth app and click on “Manage Account” to change your details. It is important to keep your details updated to help us to keep in contact with you accordingly.

If you move country and need to update your post address please click here for more information.

Click on the live chat button on the right-hand side of the page to talk with our experts. 

Note that we will need your name, date of birth, and policy number to identify you in our system and be able to respond to queries.