Make a claim

No matter the time, day or night, Expacare is always here for you. Having to make any claim can be stressful but is even more so when a person’s health and wellbeing is involved. At Expacare we understand, and we work hard to put you at ease every step of the way. Please use the links below to help guide you through the process.

 

Members in Dubai should complete an on-line claim form at www.mednet-global.com/members/reimbursement.aspx

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 here.

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

You are also able to pay for treatment and claim reimbursement.  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.

View our Provider Network List

What to do in an emergency

In case of an emergency, you (or someone acting on your behalf) must contact our claim team within 24 hours of hospital admission and before an emergency evacuation using the telephone number that is shown on the reverse of your membership card.

Alternatively, we can be contacted 24/7 by using our emergency telephone number + 44 (0) 1344 233911

Reimbursement claims

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.

Pre-authorisation

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

  • Emergency Medical Evacuation
  • Repatriation of mortal remains or local burial costs
  • Hospital admission (in-patient treatment)
  • Cancer treatment
  • Psychiatric treatment
  • Treatment for alcohol and drug addiction
  • Over 7 sessions of Physiotherapy
  • Rehabilitation treatment as an alternative to acute care
  • Maternity care
  • Hospice care
  • Over 7 sessions of Complementary Therapy
  • Out of geographic area cover for emergency treatment

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.

Payment options

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.

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.

Indonesian plans

If you have purchased an Indonesia plan, you will be able to take advantage of local claims handling via Fullerton Health Indonesia and our Assistance company Global Assistance and Healthcare.

Contact details

If you need help when making a claim or require your treatment to be pre-authorised, please contact our claims team.

For policies issued in the UAE, Gulf, Middle East or Indonesia, or if you are calling from Sub-Saharan Africa, please contact our dedicated regional claim centres.

Expacare Claims Department

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

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

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

For policies issued in the Middle East:

The business source on your Membership Card will be AD, AS/LG, AS/LM, SGDHA, LG or LM 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, call CEGA: +44 (0) 1344 233911

For policies issued in Indonesia:

The business source on your certificate and membership card will be NG or AS/NG 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 medical advice and assistance, call:

+62 21 2997 6300

 

If you are calling from Sub Saharan Africa:

If you require pre-authorisation of a claim or a guarantee of payment, please telephone + 27 (60) 9987348

For 24-hour emergency medical advice and assistance worldwide, call Air Health International on: + 27 (60) 9987348

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