Individual Members: Frequently Asked Questions

Answers to your most frequently asked questions. If you have further questions, please contact us.

How do I arrange direct settlement for planned in-patient treatment?

You will need to submit a Treatment Guarantee Form in advance of treatment. Provided that the treatment you are seeking is covered under your plan, we will confirm the medical necessity of your treatment and appropriateness of the costs and where possible, arrange for direct settlement.

Find out more about the Treatment Guarantee Process

I need to claim for eligible out-patient treatment. How quickly will I be reimbursed?

Provided the claim  is submitted with all relevant details, documentation, invoices and receipts within six months after the end of the insurance year, we will process the claim within 48 hours. You will then receive confirmation, a settlement letter and statement of accounts which details the status of the claim. Payment will follow directly from our payment partner.

In which countries can I receive treatment?

If the necessary medical treatment for which you are covered is not available locally, you can avail of treatment in any country within your area of cover. In order to seek reimbursement for medical treatment and travel expenses incurred, you will need to submit a Treatment Guarantee Form for approval prior to travel.

If the necessary medical treatment for which you are covered is available locally, but you choose to travel to another country within your area of cover for treatment, we will reimburse all eligible medical costs incurred within the terms of your plan, however, we will not pay for travel expenses incurred.

Please note that as an expatriate living abroad, you are covered for eligible costs incurred in your home country, provided that your home country is within your area of cover.

What do I do in an emergency?

In an emergency, you should seek medical care immediately. Where possible you, your physician, or one of your dependants should contact our Helpline within 48 hours of the emergency event to inform us of the hospitalisation. Treatment Guarantee Form details can be taken over the phone when you call us.

What happens when I return to my home country?

If you return to your home country to make it your principal country of residence, your policy can continue as long as your home country is within your geographical area of cover. Please note that cover in some countries is subject to local health insurance regulations, particularly for nationals of that country. It is your responsibility to ensure that your health insurance cover is legally appropriate and we would recommend that you seek independent legal advice in this regard. If you become permanently resident in the United States please note that we cannot provide cover as our plans do not comply with local US laws.

What if I change my address?

You should communicate any change in your home or business address to our Helpline as soon as possible. This information will help us to keep in contact with you.

What if I have a concern or complaint?

Our Helpline is always the first number to call if you have any comments or complaints. If we have not been able to resolve the problem on the telephone, please email or write to us at: 

Customer Advocacy Team, Allianz Partners, 15 Joyce Way, Park West Business Campus, Nangor Road, Dublin 12, Ireland

When registering your complaint, please provide as much relevant information as possible, including your policy number, summary of your complaint and any actions already taken to address the issue. We will handle your complaint according to our internal complaint management procedure. You can also contact our Helpline to obtain a copy of this procedure.

Where do I get more copies of the Treatment Guarantee and Claim Forms?