How to claim

No matter the time of day or night, or what time of the year, Expacare is always there. Having to make a claim can be stressful but is even more so when a person’s health and wellbeing is involved. At Expacare, we understand how this can feel and work hard to put you at ease every step of the way. The below information will guide you through the process.

If you have paid for treatment and wish to make a claim under your policy, it is essential that we receive the correct information to determine eligibility and to get the reimbursement to you as quickly as possible.

When you go to see your doctor or dentist, print off the Doctor Declaration Form or Dentist Declaration Form and take it with you for them to complete.

This can be uploaded via the Members Online section of our website  together with any medical report provided and a receipt for payment.  If you have any queries about what is required, please feel free to contact the claims department on +44 1344 353900.

If you would prefer to send the information by post, a full claim form should be printed and Part A needs to be completed by you and Part B needs to be completed by your treating doctor/dentist.  Please don’t forget to sign the declaration on the last page.

Pre-authorisation must be obtained to receive benefit for the following services:

  • Emergency Medical Evacuation
  • Hospital treatment as an in-patient
  • All maternity care
  • Hospice care
  • Psychiatric treatment
  • Rehabilitation for alcohol and drug addiction
  • Cancer treatment
  • Repatriation of mortal remains or local burial costs
  • Over seven sessions of Physiotherapy
  • Rehabilitation as an alternative to acute care

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
  • Account number
  • Sort Code (for UK banks only)
  • Swift Code (for ALL banks)
  • IBAN Number (for European banks)
  • Bank Name
  • Branch Name
  • Bank Address

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.

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 here.

You can also make use of outpatient facilities at any facility included in the inpatient network.

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.

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
United Arab Emirates

Within UAE (toll free) : 800 EXPA / 800 3972
Overseas Calls (collect) : +971 4 3900749

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.

Claims Department
PT.JLT GESA (Medilum)
Antam Office Park Tower B, 3rd Floor
Jl Let Jend TB. Simatupang No. 1
Jakarta Selatan, 12530

Phone: +62 21 2997 6300
Fax: +62 21 2963 4885

For all other policies:
Claims Department
Expacare Limited
Columbia Centre
Station Road
RG12 1LP
United Kingdom

Telephone: +44 (0) 1344 353900
Facsimile: +44 (0) 1344 353901

Emergency 24 hour assistance: + 44 (0) 1344 353999