Member Services

We operate a multilingual Helpline which can provide you with: 

• 24 hour, 7 day week emergency assistance and support worldwide
  
• 24 hour, 5 day week support for day-to-day queries
  
• Accessed by toll-free lines from Singapore, China, Hong Kong, Belgium, France, Italy, Switzerland and the USA

We operate a free 24 hour, 7 day week medical advice service, MediLine. This service offers you immediate telephone access to an experienced English speaking medical team at any time of the day or night. This service provides you with comprehensive medical advice and information, such as:

• Pre and post-operative treatment advice
• Advice and information on a range of lifestyle issues e.g. nutrition and dietary information; sports injuries; advice on smoking and alcohol
• Travel health information pre and post travel e.g. vaccinations
• Patient drug information e.g. advice on medication usage and reaction

This team has specific staff assigned to group and individual business needs, responsible for day to day membership administration and the issue of policy documents. 

This in-house team of medical professionals oversees the Treatment Guarantee process. They check that the treatment you are receiving is appropriate, medically necessary, and ensure that all treatments, medical evacuations and repatriations are processed effectively and without delay.

Members can expect:

• Fully completed claims to be processed, payment issued and members notified within 48 hours.
• Payments by either cheque or funds transfer in over 100 currencies to almost any country in the world
• No bank charges or delays in clearing of cheques
• Direct settlement of in-patient claims, where possible

We provide our members with access to a network of over 3,800 medical providers (hospitals, medical clinics etc.) in our worldwide network outside of the USA. In the USA, we have established partnerships with local domestic insurers and administrators to provide our members with access to over 4,000 hospitals and 460,000 physicians. 

All our members and their dependants receive a personalised Membership Card. This card lists all the essential emergency numbers you need so you are only ever a phone call away from assistance.

Our website, policy documents and Helpline are available in 5 languages - English, German, Italian, Spanish and French.

We offer a range of convenient Online Services, including the facility to view policy documents, check cover details and track claims and remaining benefit limits.

If you become seriously ill and the necessary treatment for which you are covered is not available locally or if adequately screened blood is unavailable, Allianz Worldwide Care will arrange Medical Evacuation to the nearest appropriate medical centre.