How to Claim
This is (obviously) one of the most important sections, so please make sure you read it thoroughly. The basic principle of the claims procedure is “ALWAYS CONTACT THE INSURANCE COMPANY FIRST”. Following the correct claims procedure has three main benefits:
Following the correct claims procedure is beneficial for your HEALTH
By contacting the insurance company BEFORE you go to a hospital or receive any treatment, the medical professionals working for the insurance company will help you to ensure that you visit a hospital with the best facilities relevant to your needs, make sure you’re receiving the RIGHT treatment, and crucially will help to make sure you’re not receiving the WRONG treatment, which in extreme circumstances could kill you. Don’t take any chances, call the insurance company as soon as you can, and their staff will help you.
From an everyday cold to cuts and bruises, visiting an outpatient clinic or general practitioner for treatment and medication is common for those within the international, globally mobile community.
Receiving this treatment quickly is essential, and the outpatient benefits included with your policy ensure that the cost of this does not become an additional burden for you.
In addition to this, the claims reimbursement process, for any treatment which required immediate attention and therefore was not able to be pre-authorised, has been simplified to allow you to receive a speedy payment for your covered expenses, and has been streamlined to fit in with your nomadic lifestyle – no more paper forms or original receipts to post to the other side of the world! Everything can be done by emails and photos from your phone, and therefore everything is quick and easy.
Following the correct claims procedure is beneficial for your WEALTH
By contacting the insurance company BEFORE you go to a hospital or receive any treatment, the insurance company will liaise with the hospital you’re going to and arrange for FULL PAYMENT of the costs to be made directly to the hospital. This means that you don’t have to pay for treatment first and then claim it back, so you don’t have to find what could run into tens of thousands of dollars. Hospitals like to know they’re going to get paid for the treatment they provide to you, and any delay or doubt about payment could impact how quickly you get treated, particularly in less-developed countries. Having a major international insurance company contact the hospital is very reassuring to the hospital staff. Also, the insurance company may decline a reimbursement request if they have reason to believe that you have received unnecessary or overpriced treatment. Don’t take any chances, call the insurance company as soon as you can, and their staff will help you.
Following the correct claims procedure is LESS DRAMA for you to deal with
By contacting the insurance company BEFORE you go to a hospital or receive any treatment, the insurance company will deal directly with the hospital to get all the paperwork done. This means that you don’t have to get all the paperwork done, and can focus on recovering from whatever illness or injury you’ve got. Don’t waste your time with all the admin needed, call the insurance company as soon as you can, and their staff will do it for you.
In some cases, it may not be possible for you to contact the insurance company in advance. In this situation, please contact the insurance company as soon as possible.
We strongly recommend carrying some sort of information about your insurance with you at all times, just in case you’re found unconscious etc – which could be just a piece of card in your wallet stating “Medical Insurance” along with your policy number and a phone number for the insurance company – and save all the phone numbers for the insurance company in your phone, just in case. These are listed below and will remain on this website.
Contact Telephone Numbers for CLAIMS and MEDICAL ENQUIRES
Please note that the telephone numbers listed here are specifically for medical claims and medical enquires from policyholders only.
The medically-trained staff in these offices are unable to assist with matters such as purchasing a new policy, answering general questions about the policy cover levels, or general administrative functions. Please only use these numbers if you are a policyholder and need to make a claim or would like medical information and assistance. For all other, non-medical enquires, please contact us through this website.
Please note that the telephone numbers listed here are specifically for medical claims and medical enquires from policyholders only. (This repeated sentence is intentional).
Medical Claims: +55 (0) 21 3500 2751
Medical Enquires: +55 (0) 21 3500 8882ou!
China (Hong Kong)
Medical Claims: +852 (0) 5819 4888
Medical Enquires: +852 (0) 5819 0028
Medical Claims: +971 (0) 4319 7682
Medical Enquires: +971 (0) 4319 7682
Medical Claims: +62 (0) 21 515 7681
Medical Enquires: +62 (0) 21 515 7680
Medical Claims: + 27 (0) 87 5518 359
Medical Enquires: +27 (0) 87 5502 426
Medical Claims: +34 (0) 91 1231 189
Medical Enquires: +34 (0) 91 1984 206
Medical Claims: +66 (0) 2105 4285
Medical Enquires: +66 (0) 2105 4284
Medical Claims: +44 (0) 20 3129 5004
Medical Enquires: +44 (0) 20 3129 1544
Medical Claims: +1 (0) 646 448 0331
Medical Enquires: +1 (0) 347 875 3156
In addition to the telephone numbers listed above, policyholders will also be provided with email contact details for the insurance company along with the policy documents shortly after purchasing the insurance.
PLEASE REMEMBER: If you need to receive medical treatment, or if you are not sure if you need to receive medical treatment or not, or if you are planning to pop into your local hospital just to have quick check-up, ALWAYS CONTACT THE INSURANCE COMPANY FIRST!