Make a claim

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.

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 40 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.

Contact details

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

Expacare Claims Department

Expacare Limited
Bracknell Enterprise Centre
Easthampstead Road
Bracknell
Berkshire RG12 1NF
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

Dedicated regional claims centres

For policies issued in Dubai or if you are calling from Sub-Saharan Africa or Lebanon, please contact our dedicated regional claim centres whose details you can find below.

For policies issued in Dubai:

Your claims are administered by MedNet.

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

You have access to a network for cashless services. 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.

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

If you are in Lebanon, please contact GlobeMed on:

T: +961 1 518456
Whatsapp: +961 71 801776
E: assist@globemedgroup.com