Our Claims Service

For In-patient Treatment:

1. Members have the freedom to select a hospital, doctor, specialist or clinic of their choice to seek treatment.
2. To arrange direct settlement of in-patient treatment (i.e. where we pay provider directly for treatment), members need to submit a Treatment Guarantee Form, completed by treating physician to us prior to treatment.
3. Our Medical Services Team will then oversee the treatment, ensuring that admission is smooth and arrange direct settlement so that members are free from financial worry.
4. We will respond to treatment guarantee requests with 48 hours of receipt of a fully completed form.

For Out-patient and Dental Treatment:

1. Out-patient and dental expenses are generally paid for by our members and costs claimed from us after the event.
2. A separate Claim Form needs to be completed when member visits a GP, dentist physician or specialist for out-patient or dental treatment.
3. However, if invoices/prescriptions contain details of the diagnosis, there is no need for the doctor to complete the medical section of the form.
4. All claims should be submitted to us within 6 months after the end of the Insurance Year, or if cover is cancelled within the Insurance Year, within 6 months after the end of the insurance cover. Beyond this time we are not obliged to settle the claim.
5. We reimburse claims by either cheque or bank transfer in over 100 currencies worldwide
6. A settlement letter and statement of account is sent to you to confirm the status of the claim. Payment will then follow directly from Citibank.
7. All fully completed claims are processed, payment issued and member notified within a maximum of 24 to 60 hours.