Members FAQ

Under our plans, normally our insured members are free to choose the medical provider they prefer, as long 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 does their inclusion in our directory imply 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 hospitalisation. Pre-authorisation Form details can be taken over the phone when you call us.

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-authorisation (via a Pre-authorisation Form). These are mostly in-patient and high-cost treatments. The pre-authorisation 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-authorisation 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 Pre-authorisation Form in advance of treatment by following the process below:

1. Download a Pre-authorisation 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)

We can process a claim and issue payment instructions to your bank as soon as possible if you submit all required information. However, if your claim is still pending after this period or you have not received any update, you can check the status of your claims by logging in to your MyHealth Digital Services account, via browser or via app.

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.

It is important to let us know when you change your country of residence. This may affect your cover or premium, even if you are moving to a country within your geographical area of cover, as your existing plan may not be valid there. Cover in some countries is subject to local health insurance restrictions, particularly for residents of that country. It is your responsibility to ensure that your health cover is legally appropriate. If you are not sure, please get independent legal advice, as we may no longer be able to cover you. The cover we provide is not a substitute for local compulsory health insurance.

How do I notify that I am moving country?

If you are a member of an individual policy, just contact our Helpline.

If you are a member of a group scheme, please notify your Group Scheme Manager and our Helpline.