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FAQ:
Getting reimbursed

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:
Receive your treatment and pay the medical provider

man receiving treatment
Get an invoice from your medical provider


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Claim back your eligible costs via our MyHealth Digital Services
man claiming via app

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 claiming process

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.

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.