Making a claim
If you have paid for treatment and wish to make a claim under your policy, it is essential that the correct process is followed.
In order to ensure the smooth processing of your claim, we must receive:
- A completed claim form
This can be downloaded here and must be fully completed. Please ensure that you have signed it AND that the treating doctor/dentist has fully completed and signed it.
- Original invoices / receipts
If original invoices and receipts are not provided, your claim will be declined.
- Notification of Payment Details
Please ensure that it is clearly indicated on the claim form how you wish to receive payment (see below) and who should receive the payment. If there is any doubt about who to pay, we will always reimburse the policyholder.
- Prescription Drugs
If the claim is in respect of prescription drugs, a copy of the prescription should be provided. Alternatively the doctor must specify the drugs prescribed on the claim form and a receipt for the prescription can be provided.
- Hospital Cash Benefit
If the claim is in respect of Hospital Cash Benefit, a certificate confirming the inpatient treatment, the diagnosis, the date of admission and the date of discharge will be required.
Claims must be submitted within 6 months of the start of your treatment. Claims submitted later than 6 months following the start of treatment will not be paid.
Pre-authorisation must be obtained to receive benefit for the following services:
- Emergency Medical Evacuation
- Hospital treatment as an in-patient including maternity care
- Psychiatric treatment (if you have this benefit)
- Rehabilitation for alcohol and drug addiction (if you have this benefit)
- Cancer treatment
- Repatriation of mortal remains
- Over seven sessions of Physiotherapy
You should inform us at least 5 days before admission. In an emergency you (or someone acting for you) should notify us within 24 hours of hospital admission. We will decline part of your claim if we have not pre-authorised these benefits.
If you require in-patient treatment, we may be able to settle the costs directly with the hospital. This would normally involve our providing a 'guarantee of payment' to the hospital which the hospital accepts. This may not always be possible.
Expacare prefer to make all payments by bank transfer as this is the most secure payment method as well as being more cost effective.
In order to effect a bank transfer it is essential that you provide us with the full information:
Name of account holder
Sort Code (for UK banks only)
Swift Code (for ALL banks)
IBAN Number (for European banks)
Failure to provide the full information may result in the payment of your claim being delayed.
Cheque payments can be made upon request but we must be in receipt of the full name and address of the payee.
We will normally reimburse invoices in the same currency. However, we can reimburse invoices in currencies other than the invoice currency. The preferred currency for payment should be specified on the claim form.
Middle East Plans
If you have purchased a Middle East plan, you will be eligible to take advantage of a local claims handling service through our partner, MedNet UAE.
Please note this is a network for cashless services and that the use of facilities that appear on these networks are still subject to our reasonable and customary costs rules set out in the Membership Guide and in the Your Guide To Making a Claim document.
The current Network Provider listing can be accessed by clicking the relevant link:
If you have purchased an Indonesia plan, you will be able to take advantage of local claims handling via Medilum and our Assistance company Global Assistance and Healthcare.
Dubai Internet City
PO Box 500259
United Arab Emirates
Within UAE (toll free) : 800 EXPA / 800 3972
Overseas Calls (collect) : +971 4 3900749
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.
Medilum, PT Global Asistensi Manajemen Indonesia
Plaza PP, 4th Floor
Jl.Letjend TB. Simatupang no.57
Jakarta Timur 13760
Phone: +62 21 2997 6300
Fax: +62 21 8778 5471
For policies issued in Indonesia.
The business source on your certificate and membership care will be NG or NH and the membership card will display the Global Assistance and Healthcare logo.
Telephone: +44 (0) 1344 353900
Facsimile: +44 (0) 1344 353901
For all other policies.
Emergency 24 hour assistance
+ 44 (0) 208 762 8100