FAQ's

For Individuals & Families

• download an application, complete the details and simply fax it back to us on +44 (0)1344 381690
• Call us on +44 (0) 1344 381650
• Email us at info@expacare.com
• Obtain a quote online by clicking here or click on 'Get A Quote'

For Corporates..

• Contact our corporate team for your quotation on + 44 (0) 1344 381650
• Click here to contact our corporate team online

In most circumstances, cover can commence immediately. Where further information is required, immediate cover may not be available until the information has been received and an offer made to you in writing.

Your insurance premium is payable within 30 days of the start date of your policy. If the premium is not received within 30 days the policy will be automatically cancelled and no claims will be paid. Any eligible claims made will not be paid until premium payment is received.

Premiums can be paid annually. At Expacare we try to help our clients spread the cost..... therefore we also offer half-yearly or quarterly payment instalments, subject to a 2% or 4% administration charge.

Our plans are particularly suited to expatriates who live and/or work outside their Home Country (country of origin for which you hold a passport).

We can offer cover to persons of all nationalities and their dependants, except for citizens of the USA residing in the USA. Membership may depend on local insurance licensing legislation in your country of residence.

Yes, immediate family members can be covered - these would include your husband or wife or partner you live with, any unmarried children, stepchildren and legally adopted children aged 18 and under. The terms of the policy must be the same for all members.

Child dependants aged 19-23 at renewal can remain on the plan at the child rate (0-18) as long as we receive written confirmation from the appropriate educational body that they are still in full time education. Child dependants who are no longer eligible for cover on this plan (aged 19 and over and not in full time education or aged 24 and over) may take out a plan in their own right.

If you are 65 years old or over, you will be required to complete a simple medical questionnaire, and the terms of your cover will be determined upon the information you provide us with. Pre-existing conditions will be specifically excluded and cover will not start until you have accepted the exclusions within 6 weeks of notification.

Medical examinations are not required by Expacare but applicants must be aware of their Duty of Disclosure. You may be required to provide some additional medical information when a claim is made.

All policies are annual contracts of insurance.

Prior to your renewal date you will receive a renewal offer and details of how to renew your policy. If you have previously paid by credit card and we hold a valid credit card debit authorisation, we will automatically debit your credit card at renewal.

If you pay by cheque or bank transfer, your plan will not renew automatically.

Expacare Individual plans operate a 2 year moratorium, which excludes treatment for pre-existing conditions. The definition of a pre-existing condition is:

any known medical condition (or related condition), that has within a two year period immediately prior to your start date, had one or more of the following characteristics: -

1. been diagnosed
2. needed medical treatment (including drugs, special diets and injections)
3. for which medical advice has been asked for including check ups
4. for which medical advice should have asked for if recognised clinical advice had been followed
5. has undiagnosed symptoms, whether investigated or not

After two years of continuous insurance cover, pre-existing medical conditions will become eligible for benefit (unless the condition or the benefit is specifically excluded under the plan wording in the membership guide), if at the first time of receiving treatment the insured person has not:

1. suffered any symptoms
2. Consulted any physician for check-ups, medical treatment or advice.
3. Taken any medication (including drugs, special diets and injections)

for that medical condition or any related condition for a continuous period of two years.

If the Out of (geographic) area cover benefit is shown on your insurance certificate, you have a limited benefit (shown on your insurance certificate) outside your geographical area of cover for emergency treatment only. Out of area cover is limited to six weeks in total per policy year, which is calculated from the day you arrive outside your geographical area.

You are covered for eligible benefits within your chosen Geographic Area (sometimes called area of cover).

Yes, within the benefits of your chosen plan. You are not covered for off-piste winter sports or any form of racing or professional sport.

You must get our pre-authorisation to receive benefits for the following services:

• Emergency medical evacuation
• Hospital admission (you must tell us at least 5 days before admission, if possible)
• Psychiatric cover (if covered)
• Treatment for alcohol and drug addiction (if covered)

In an emergency, you (or someone acting for you) should tell us within 24 hours of hospital admission. We will decline part of the claim if we have not pre-authorised these benefits.

Full details of the claims procedures are available in the Membership Guide and on our Claim Form.

If you move back to your home country, your cover may stay in force at our discretion. If you are an American citizen returning to the USA we will automatically cancel your cover after you have been in the USA for three consecutive months.

Yes. Mandatory excesses may still apply to certain benefits and these will be detailed on your Insurance Certificate and in the Membership Guide.

Yes

Please refer to the Membership Guide and your Insurance Certificate for full details.

The premiums on our Individual and Small Group Plans are age-related and operate in a series of age bands. Although your age obviously increases every year, your plan will not necessarily attract any age-related premium increase. This will only occur when you move into the next age band.

The claims experience of our Tailor-Made plans will affect the premium.

Premiums will increase in-line with medical treatment inflation. This represents the increase across a broad spectrum of medical treatments and the year on year increase in treatment delivery costs across the world.

The standard currency for our plans is Pounds Sterling and so currency fluctuations may also affect the premium. We set our exchange rates on an annual basis.

You will receive a folder containing a Certificate of Insurance and Membership Card for each insured family member, a Membership Guide and a supply of Claim Forms.

No, changes to the contract can only be made at renewal. The only exception is if the policyholder is moving to a country which falls into a new area of cover in which case, the area of cover can be changed.

Policy changes (level of cover, area of cover, excess) can be made at renewal. The premium currency can be changed at renewal but will also change the start date of the moratorium.

Policy changes must be notified in writing by the main policyholder or appointed broker.

There is a 14-day ‘cooling off’ period from the date of receipt of the insurance certificate, during which time the contract may be cancelled. This would be effective from the start date and premiums will be refunded. No claims will be met if the plan is cancelled. If a claim has been made, premiums will not be refunded.

Information relating to making a claim can be found in your Membership Guide or click here to go to the Making a Claim section

The 24-hour contact telephone number is +44 (0) 208 762 8100

All of our claim forms are the same but, the address to which the form should be sent may alter:

For policies issued in the Middle East.
The business source on your Membership Card will be LG, LM, NK, VG or VM and the MedNet logo will appear on the reverse of your Membership Card.

Claims Department
Expacare Limited
Dubai Internet City
PO Box 500259
Dubai
United Arab Emirates

For policies issued in Indonesia.
The business source on your certificate and membership card will be NG or NH and the membership card will display the Global Assistance & Healthcare logo.

Claims Department
Expacare Limited
Global Asistensi Manajemen Indonesia
Graha Simatupang Tower 1D
8th Floor, JL, Letjend. TB
Simatupang Kav 38
Jakarta 12540
Indonesia

For all other policies.

Claims Department
Expacare Limited
Columbia House
Market Street
Bracknell
Berkshire
RG12 1JG
United Kingdom

If there is any doubt, please contact the Claims Department on:
Tel: +44 (0) 1344 353900 Or Email: claims@expacare.com

If you have paid for the treatment and are seeking reimbursement a fully completed claim form will be required.

Please also ensure that you have contacted us prior to the treatment taking place to obtain pre-authorisation. See membership guide for more details.

We offer a range of corporate policies from one employee upwards. For groups of between 1 - 5 employees we offer the Corporate Advantage Plan. For groups between 5-29 we offer the Choices plan and for groups of 30+ we are able offer our Tailor made solution.

There is no maximum allowable number within a corporate group plan.

No, although there is a duty to disclose all material matters relating to the risk.

No, the occupation is not considered a rating factor unless the occupation is particularly hazardous.