FAQ: Cover queries

You will receive a digital Membership Pack shortly after applying to one of our plans. This will include your Insurance Certificate, Membership Card and Table of Benefits. These and other documents are available on MyHealth app and portal.

You can confirm the scope of your cover by checking your Insurance Certificate, where you will find:

• The name of the plan(s) available to you
• The geographical area of cover selected for your policy
• The start date and renewal date of your cover
• Any special terms that apply (if your policy is underwritten)

The list of benefits covered under your plan(s) is available in your Table of Benefits. Click on “My Benefits” in the MyHealth app or portal to view all benefits included in your plan(s). A PDF of this document is available to download through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. The Benefit Guide explains the definitions, exclusions and all other terms and conditions of your policy. Your Insurance Certificate and Benefit Guide are available through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”.

Alternatively, you can contact our helpline if you have any queries.

This is the geographical territory where your cover is valid. We offer multiple geographical area of cover options – please check your Insurance Certificate to confirm which one applies to you.*

Your Insurance Certificate is available through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”.

You can receive treatment in any country within your geographical area of cover, as shown in your Insurance Certificate*.

• If the treatment you need is available locally but you choose to travel to another country in your area of cover, we will reimburse all eligible medical costs incurred within the terms of your policy, except for your travel expenses.
• If the eligible treatment is not available locally, and your cover includes “Medical evacuation”, we will also cover travel costs to the nearest suitable medical facility (in some cases travel costs are limited to emergency treatments only, depending on the benefit included in your member plan). To claim for medical and travel expenses incurred in these circumstances, you will need to submit a completed Pre-authorisation Form and receive our approval before travelling.

You can access your Insurance Certificate and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. Done! You have now access to your documents. 

If you require treatment outside the area of cover indicated in your Insurance Certificate, you may still be covered if “Emergency treatment outside area of cover” is listed in your Table of Benefits.

This benefit provides cover for medical emergencies which occur during business or holiday trips outside your area of cover.

In most cases, cover is provided up to a maximum period per trip and up to the maximum benefit amount (as indicated in your Table of Benefits) and includes treatment required due to an accident or the sudden beginning or worsening of a severe illness which presents an immediate threat to your health. Treatment by a doctor must start within 24 hours of the emergency event.

Cover is not provided for curative or follow-up non-emergency treatment, even if you are deemed unable to travel to a country within your geographical area of cover. Furthermore, the cover doesn’t include charges related to maternity, pregnancy, childbirth or any complications of pregnancy or childbirth.

•  If you are covered under a group scheme, you must inform your company’s Group Scheme Manager if you are moving outside your area of cover for more than six weeks.
• If you have an individual policy and you are moving outside your area of cover for more than six weeks, please contact our Individual Business Unit by email at: [email protected]

Check your area of cover and maximum benefit amount on MyHealth Digital Services. Simply login via browser or use the app and click on “My Benefits”.

• For policies which were fully medically underwritten, pre-existing conditions are generally covered unless we say otherwise in your policy documents.
• For policies with moratorium, pre-existing conditions are only eligible for coverage once you’ve completed a continuous 24-month period after your start date and have not had symptoms, needed or received treatment, medication, a special diet or advice, or had any other indications of the condition during that time.
• For non-underwritten policies, pre-existing medical conditions are covered subject to the benefits, terms and conditions of the policy. Watch the Video to discover the difference between Full medical underwriting and Moratorium insurance.

For further information, please contact our Sales Team.

• If you have an individual policy and want to change your level of cover, please contact us before your policy renewal date to discuss your options, as changes to the level of cover can only be made at policy renewal.
• If you want to increase your level of cover, we may ask you to complete a medical history questionnaire and/or to agree to certain exclusions or restrictions to any additional cover before we accept your application. If we confirm the cover increase, an additional premium amount will be payable and waiting periods may apply.
• If you are covered under a group scheme the level of cover was decided by your company, and you must contact your Group Scheme Manager or Human Resources if you want to discuss any change.

Yes, simply login to MyHealth, click on "View policy" on the Home page, and go to "Documents". Then download the required document, open with Adobe Acrobat reader and click on "print".

To be certain of your cover, you must always read your Table of Benefits in conjunction with your Benefit Guide and Insurance Certificate. Together these provide full details, including the definitions, exclusions, and terms and conditions applicable to your plan. Your Table of Benefits lists all the benefits that are included in your plan(s), and includes details of limits, pre-authorisation requirements, and any specific rules that apply, such as waiting periods and age restrictions. The definitions in your Benefit Guide explain what is covered by the benefits shown in your Table of Benefits (unless otherwise stated).

For example, if the benefit for “Diagnostic tests” is included in your Table of Benefits, the definition for “Diagnostic tests” explains what this covers. Some definitions in your Benefit Guide explain the meaning of other specific words and phrases used in your documentation, such as “Dependant”, “Medical advice”, and “Reasonable and customary”. The Benefit guide also contains the exclusions, terms and conditions that apply to your plan(s). Exclusions explain the expenses that we do not cover unless otherwise indicated in your Table of Benefits, while terms and conditions specify other rules that apply to your policy.

Your Insurance Certificate includes any special terms that apply (if your policy is underwritten). It also confirms the name of the plan(s) available to you, the geographical area of cover selected for your policy, and the start date and renewal date of your cover.

Your cover may be subject to a maximum plan limit. This is the maximum we will pay in total for all benefits included in the plan, per member, per Insurance Year.

If your plan has a maximum plan limit, it will apply even where:

• The term "Full refund" appears next to the benefit
• A specific benefit limit applies - this is when the benefit is capped to a specific amount (e.g. €10,000)

Benefit limits may be provided on a “per Insurance Year” basis, on a “per lifetime” basis or on a “per event” basis (such as per trip, per visit or per pregnancy). In some instances, in addition to the benefit limit, we will only pay a percentage of the costs for the specific benefit (e.g. 80%).
All limits are per member, per Insurance Year, unless your Table of Benefits states otherwise. Some plans and benefits may also be subject to a deductible, co-payment(s), or both. Your Table of Benefits will show if these apply to your plan(s).

a. What's a deductible?

A deductible (also known in health insurance as an ‘excess’) is a fixed amount you need to pay towards your medical bills before we begin to contribute. Where deductibles apply, they are payable per person, per Insurance Year, unless your Table of Benefits states otherwise.

b. What's a co-payment? 

A co-payment is when you pay a percentage of the medical costs. For example, if a benefit has a 20% co-payment, this means we will pay 80% of the costs of each eligible treatment per insured person, per Insurance Year. Some plans may include a maximum co-payment per insured person, per Insurance Year and, if so, the amount will be capped at the figure stated in your Table of Benefits.
Please refer to your Table of Benefits and Benefit Guide for more information regarding your limits and contribution.

You can access your Benefit Guide and Table of Benefits through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

We offer a number of different dental-related benefits. You will find these in the Core Plan and/or Dental Plan if they are available to you. Examples include “Dental treatment”, “Dental surgery”, “Emergency out-patient dental treatment” and “Orthodontic treatment”, but it’s important that you refer to your Table of Benefits to confirm if any dental-related benefits are available to you and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any dental-related benefits in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required. Although pre-authorisation is not usually required for orthodontic treatment, please contact us before starting treatment so we can verify if you are covered, as the criteria are very technical. Typical exclusions that are especially relevant to dental-related expenses include “Dental veneers” and “Cosmetic treatment”. It is important that you refer to your Benefit Guide to understand the exclusions that apply to you.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

We offer a number of different optical-related benefits. You will find these in the Core Plan, Out-patient Plan and/or Optical Plan if they are available to you. Examples include “Prescribed glasses and contact lenses including eye examination”, and “Laser eye treatment”, but it’s important that you refer to your Table of Benefits to confirm if any optical-related benefits are available to you and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any benefits provided in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

We offer a number of different maternity-related benefits. You will find these in the Core Plan and/or Maternity Plan if they are available to you. Examples include “Routine maternity”, “Complications of pregnancy”, and “Complications of childbirth”, but it’s important that you refer to your Table of Benefits to confirm if any maternity-related benefits are available to you and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any maternity-related benefits in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required. Typical exclusions that are especially relevant to maternity-related expenses include “Fertility treatment”, “Genetic testing”, “Surrogacy”, “Termination of pregnancy”, and “Triple/Bart’s, Quadruple or Spina Bifida tests” (depending on the age of the woman). It is important that you refer to your Benefit Guide to understand the exclusions that apply to you.

If your maternity benefits are payable on a “Per pregnancy” basis

When a pregnancy spans two Insurance Years and the benefit limit changes at policy renewal, the following rules apply:

• In year one – the benefit limits apply to all eligible expenses.
• In year two – the updated benefit limits apply to all eligible expenses incurred in the second year, less the total benefit amount already reimbursed in year one.
• If the benefit limit decreases in year two and we have already paid up to or over this new amount for eligible costs incurred in year one, we will pay no additional benefit in year two.

Limit for multiple-birth babies, all babies born by surrogacy, and all adopted and fostered children

There is a limit for in-patient treatment that takes place in the first three months following birth if the baby:

• was born by surrogacy.
• is adopted.
• is fostered.
• is a multiple-birth baby born as a result of medically assisted reproduction.

Check your Benefit Guide to confirm the limit that applies per child. Out-patient treatment is paid under the terms of the Out-patient Plan.
You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

You will find the “Psychiatry and psychotherapy” benefit in the Core Plan and/or Out-patient Plan if cover is available to you. It is important that you refer to your Table of Benefits to confirm if cover is included and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definition of any benefits provided in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required. If pre-authorisation is not required but you would still like us to confirm coverage for the psychiatry or psychotherapy benefit before starting treatment, please send a detailed medical report from the referring psychiatrist to as at : [email protected].

The report must indicate the cause(s) and ideally include the DSM-IV or ICD-10 code, so our medical team can provide a prompt and comprehensive response. Typical exclusions that are especially relevant to psychiatry and psychotherapy related expenses include “Family therapy and counselling”, but it’s important that you refer to your Benefit Guide to understand the exclusions that apply to you.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

We typically provide separate benefits for “Medical practitioner fees” and “Specialist fees”. You will find these in the Out-patient Plan if they are available to you. It is important that you refer to your Table of Benefits to confirm if cover is included and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any benefits provided in your plan(s). Please note that if your treatment is related to another benefit covered under your policy, the medical practitioner or specialist fees may already be included within that benefit. For example, if you have a medical practitioner consultation for cancer treatment, medical practitioner fees will be covered under the “Oncology” benefit, rather than the separate “Medical practitioner fees” benefit. Your Table of Benefits will confirm if pre-authorisation is required. 

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

Costs for medically necessary dermatologist consultations are covered under the “Specialist fees” benefit, provided this benefit is included in your plan. If the skin condition is diagnosed by a general medical practitioner, and not a specialist, then cover is provided under the “Medical practitioner fees” benefit (if included under your plan). Your Table of Benefits will confirm if pre-authorisation is required. Typical exclusions that are especially relevant to dermatology-related expenses include “Cosmetic treatment” and “Loss of hair and hair replacement”. It is important that you refer to your Benefit Guide to understand the exclusions that apply to you.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

You will find the “Diagnostic tests” benefit in the Core Plan and/or Out-patient Plan if cover is available to you. It is important that you refer to your Table of Benefits to confirm if cover is included and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. This benefit usually provides cover for investigations for diagnostic purposes when needed in relation to symptoms and/or where needed following other medical test results, but you must check your Benefit Guide for the definition of any benefit provided in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required.

See the ‘Which preventative care benefits are available to me? FAQ for more information on the cover that may be available for routine screening.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

We offer a number of different benefits related to preventive care. You will find these in the Core Plan, Out-patient Plan and/or Wellness Plan if they are available to you.

Examples include “Vaccinations”, “Health and wellbeing checks including screening for the early detection of illness or disease”, “Cancer screening”, and “Preventive surgery”, but it’s important that you refer to your Table of Benefits to confirm if cover is available to you and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any benefits provided in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

You will find complementary treatment benefits in the Out-patient Plan if cover is available to you. Where included, cover is limited to specific complementary treatment methods, and may share one or more benefit limits. It is important that you refer to your Table of Benefits to confirm if cover is available to you and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definition of “Complementary treatment”. Your Table of Benefits will confirm if pre-authorisation is required.

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

We offer a number of different benefits related to physiotherapy and occupational therapy. You will find these in the Core Plan and/or Out-patient Plan if they are available to you. Examples include “Prescribed physiotherapy”, “Non-prescribed physiotherapy”,  and “Rehabilitation treatment”, but it’s important that you refer to your Table of Benefits to confirm if cover is available to you and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any benefits provided in your plan(s). Your Table of Benefits will confirm if pre-authorisation is required. 

You can access your Benefit Guide, Table of Benefits and Pre-authorisation Form through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

At the first indication that you need medical evacuation or repatriation, please contact our 24 hour Helpline and we will take care of it. Given the urgency, we would advise you to call if possible. However, you can also contact us by email. If emailing, please write ‘Urgent – Evacuation/Repatriation’ in the subject line.

Please contact us before talking to any providers, even if they approach you directly, to avoid excessive charges or unnecessary delays in the evacuation/repatriation. In the event that evacuation/repatriation services are not organised by us, we reserve the right to decline all costs incurred.

Email: [email protected]

You will find the “Medical evacuation” benefit(s) in the Core Plan if cover is available to you. In some plans travel costs are limited to emergency treatment only, or more than one benefit may be shown if different benefit limits apply to emergency and non-emergency cover. Other related benefits may also be included in your Core Plan, such as “Travel costs for one person accompanying an evacuated person” or “Travel costs of insured family members in the event of an evacuation”.

It is important that you refer to your Table of Benefits to confirm if cover is included and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any benefits provided in your plan. Typical exclusions that are especially relevant to medical evacuations include “Search and/or rescue operations” and “Vessel at sea”. It is important that you refer to your Benefit Guide to understand the exclusions that apply to you.

At the first indication that you need medical evacuation, please contact our 24 hour Helpline and we will take care of it. In the event that evacuation services are not organised by us, we reserve the right to decline all costs incurred.

You can access your Benefit Guide and Table of Benefits through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

You will find the “Medical repatriation” benefit in the Core Plan or Repatriation Plan if cover is available to you. Other related benefits may also be included your Core Plan or Repatriation Plan, such as “Travel costs for one person accompanying a repatriated person” or “Travel costs of insured family members in the event of a repatriation”. It is important that you refer to your Table of Benefits to confirm if cover is included and whether any benefit limits, deductibles, co-payments and/or waiting periods apply. You must also check your Benefit Guide for the definitions of any benefits provided in your plan(s). Note that in some cases, travel costs are limited to emergency treatment only. Typical exclusions that are especially relevant to medical repatriation include “Search and/or rescue operations” and “Vessel at sea”. It is important that you refer to your Benefit Guide to understand the exclusions that apply to you. At the first indication that you need medical repatriation, please contact our 24 hour Helpline and we will take care of it. In the event that repatriation services are not organised by us, we reserve the right to decline all costs incurred.

You can access your Benefit Guide and Table of Benefits through the Home page of the MyHealth app or portal, simply click on “View Policy” and then go to “Documents”. You can also view your Table of Benefits by clicking on “My Benefits”.

Persistent changes in mood, sleep, energy, or social life can be signs of mental health concerns. If you notice these changes lasting more than two weeks, consider speaking to a counsellor. You can also use our Mental health check‑in to self-assess - but remember, it’s not a substitute for professional help.

You’re not alone. Most of our plans include free access to confidential counselling services. You can also explore our Sleep & meditation app for stress relief and resilience-building. Access these resources via MyHealth under Health assistant / Wellness hub.

If you feel unsafe or are thinking of harming yourself, get help immediately.If your are unsure about what number to call, you can find your local emergency number on MyHealth (log in → Health assistant → Emergency services → select your country).

Coverage varies by plan, but many include:

• Confidential counselling services
• Psychiatry and psychotherapy (may require referral).

To check your cover, log in to MyHealth, click My Benefits, and review your Table of Benefits and Benefit Guide.

Yes! We offer:

• Mental health check-in for self-assessment
• Sleep & meditation app for stress and anxiety relief
• Articles and guides on anxiety, depression, stress management, and positive psychology.

Perimenopause and menopause (typically affecting women aged 40–55) can cause a wide range of physical and emotional symptoms, including changes to your cycle, sleep, mood, energy, and concentration. Our Women's health hub includes perimenopause and menopause check-in to help you reflect on what you’re experiencing and understand when it may be helpful to seek professional support.

Allianz supports you with guidance, resources, and access to expert care to help you navigate perimenopause and menopause. Support may include lifestyle guidance, specialist consultations, and treatments such as HRT, depending on your plan. Our Women's health hub also explores workplace considerations, self‑care strategies, and complementary approaches to help manage symptoms.

Hormonal changes, life transitions, work pressures, and family responsibilities can all affect mental wellbeing. Our Women's health hub includes content on mental health, stress, relationships, and work–life balance, as well as tools and guidance on when to seek additional support.

Depending on your cover, support may include access to counselling via the Expat Assistance Programme (EAP), psychiatry and psychology, and wellbeing tools such as fitness, sleep, and meditation apps. Our Women's health hub explains how these supports may fit into different life stages. To check your cover, log in to MyHealth, click My Benefits, and review your Table of Benefits and Benefit Guide.

Family planning can involve physical, emotional, and practical considerations. Our Women's health hub includes content on fertility, pregnancy, moving abroad while pregnant, and questions to ask your doctor, helping you feel informed and prepared.

Many women face challenges along their family planning journey. Our Women's health hub includes articles addressing infertility, pregnancy complications, and emotional support during family planning journeys. It also explains what benefits may be available, depending on your plan. To check your cover, log in to MyHealth, click My Benefits, and review your Table of Benefits and Benefit Guide.

Girls experience important physical and emotional changes as they grow. They might experience mental health challenges such as anxiety or mood swings, as well as common health issues like period-related changes, acne, and growth concerns. Our Women's health hub includes content on early health checks, vaccinations, emotional wellbeing, and how parents can support health milestones with confidence.

Preventive care plays an important role in long‑term health. In adolescence and early adulthood, the focus is on vaccinations, general check-ups, mental health, and initial gynaecological care. From the mid-20s to 40s, preventive health checks, reproductive care, and wellbeing assessments become more important. In midlife and beyond, screenings such as mammograms, bone density tests, and menopause-related care are recommended. Our Women's health hub explains recommended screenings at different life stages, including gynaecological exams, breast screening, bone health checks, and general wellbeing assessments. Always consult a qualified doctor for personalised advice or if you have specific health concerns.

Looking after your body and mind at every stage of life is easier with the right life habits. What you eat, how you move, your sleep, and daily routines all make a big difference to your wellbeing. Our Women's health hub includes nutrition guides, recipes, fitness content, and resources focused on healthy ageing and vitality.

Healthy ageing focuses on maintaining independence, energy, and emotional wellbeing. Our Women's health hub includes content on movement, sleep, mental wellbeing, and complementary approaches that support quality of life as you age.