Members

It is important to us that you never feel like a number. As an Expacare member, you will be appointed a personal contact so that you can access truly individual support.

We’re driven by this personal approach in everything we do and believe that you should never underestimate the reassurance gained from quality healthcare insurance and a friendly voice on the end of the phone - particularly in times of crisis.

High service standards are at the heart of everything we do and we wouldn’t still be here after 30 years if they weren’t. We strive to establish long term relationships with our members, driven by quality service and underpinned by a wide range of products designed for the needs of an ever changing world.

Here you will find useful information about what to do, should you need to make a claim, details about our plan benefits (and the terms and conditions governing your policy) along with contact information should you need to speak with us in person.

At Expacare you'll always be able to speak with a real person, someone who understands what you are facing and who wants to help.

If you have already paid or will be paying for your treatment

If you have already paid for treatment or are required to settle your treatment costs directly with your specialist, it is essential that we receive the correct information to ensure that you are reimbursed as quickly as possible.

Print off the Doctor Declaration Form or Dentist Declaration Form and take it with you for the specilaist treating you to complete. This can be uploaded to us using the make a claim from together with any medical report that may have been given to you and receipt for payment where applicable. If you have any questions about what is needed or what to do next, please contact our claims team on +44 (0) 1344 233900.

If you would prefer to send the information by e-mail, fax or 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 specialist.  Please don't forget to sign the declaration on the last page.

Claims Team

Expacare Limited
11 Bracknell Beeches
Old Bracknell Lane West
Bracknell
Berkshire  RG12 7BW

Telephone: +44 (0) 1344 233900
Facsimile: +44 (0) 1344 233901
Email: claims@expacare.com

For 24 hour emergency assistance, call:  + 44 (0) 1344 233911

If you need to pre-authorise your treatment

There are certain instances, such as the examples listed below, where you will need to obtain prior authorisation from us before you commence with your treatment.

Emergency medical evacuation

Hospital treatment as an in-patient

All maternity care including new-born care

Hospice care

Psychiatric treatment

Rehabilitation for alcohol and drug addiction

Cancer treatment

Repatriation of mortal remains or local burial costs

Over 7 sessions of Physiotherapy

Rehabilitation treatment as an alternative to acute care

Over 7 sessions of complementary therapy

Out of geographic area cover for emergency treatment

Please contact our 24/7 claims centre at least 5 days before you are due to be admitted into hospital or your treatment begins. In an emergency, you (or someone acting for you) should notify us within 24 hours of the emergency event. Unfortunately, we will decline part of your claim if we have not pre-authorised these benefits. If you are being admitted to a hospital overnight (in-patient treatment), we may be able to arrange to settle your costs directly with the hospital. This would normally involve us providing a ‘guarantee of payment’ to the hospital. However, whilst we will do our very best to make this happen, sometimes due to circumstances outside of our control, this may not always be possible.

Claims Team

Expacare Limited
11 Bracknell Beeches
Old Bracknell Lane West
Bracknell
Berkshire  RG12 7BW

Telephone: +44 (0) 1344 233900
Facsimile: +44 (0) 1344 233901
Email: claims@expacare.com

For 24 hour emergency assistance, call:  + 44 (0) 1344 233911

Payments

Whenever possible we prefer to reimburse any payments to you via bank transfer, as this is the most cost effective and secure payment method.

In order to effect a bank transfer it is important that you provide us with the following information about where you wish us to direct your payment:

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

Unfortunately, if any of the information is missing, there may be a delay in processing your payment. Cheque payments may also be arranged upon request but we will need to be in receipt of the full name and address of the payee.

We will normally reimburse payments in the currency shown on the invoice. However, should you wish to be reimbursed in a currency other than the invoice currency, this should be clearly indicated on your claim form.

If you are making a claim under our Middle East Plan

If you are making a claim under our Middle East plan, you can take advantage of our 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.

For more information download our latest Network Provider listing. You may also make use of the outpatient facilities at any medical centre included in the in-patient network. You are also able to pay for treatment and claim reimbursement. Please go to www.mednet-global.com/members/reimbursement.aspx and complete the on-line claim form and submit your claims documentation. You will need your MedNet card number or your Emirates ID number as well as itemised receipts for the amount claimed and full medical information from your treating doctor.

The business source on your Membership Card will commence with either 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 within UAE (toll free): 800 EXPA / 800 3972
Overseas Calls (collect):
+971 4 275 7802
Email: expacareclaims@mednet-uae.com

For 24 hour emergency medical advice and assistance worldwide, please call CEGA: +44 (0) 1344 233911

If you are making a claim under our Indonesian Plan

If you are making a claim under our dedicated Indonesian plan, you can take advantage of our local claims handling service provided by our partner Fullerton and 24/7 support provided by Global Assistance and Healthcare.

The business source on your certificate and membership care will commence with either NG or NH and the membership card will display the Global Assistance and Healthcare logo.

Claims Department

Fullerton Health Indonesia Group
CIBIS Nine (CIBIS Business Park) Building 5th Floor
Jl. TB Simatupang No. 2 Rt.001 Rw. 05 Kelurahan Cilandak Timur
Kecamatan Pasar Minggu Jakarta Selatan 12560

Phone: +62 21 2997 6300
Fax no: +62 21 2997 6320
Email: expacare@fullertonhealth.com

For 24 hour emergency assistance, call:

+62 21 2997 6300

If you are receiving treatment in a sub-saharan country

If you are about to undergo emergency treatment at a medical centre in Sub Saharan Africa, you will require the treatment to be pre-authorised or need a guarantee of payment. Please contact our affiliated case management company, Air Health International in Johannesburg on + 27 (60) 9987348

Speak to one of our knowledgeable team +44 (0)1344 233950 or   Request a callback

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