Emergencies and pre-authorization process

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Emergencies and pre-authorization process

What do I do in an emergency?


Get the emergency treatment you need and call us if you need any advice or support.

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 hospitalization. Treatment Guarantee/Pre-authorization Form details can be taken over the phone when you call us.

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


First, check that your plan covers the treatment you are seeking. Your Table of Benefits will confirm which benefits are available to you, however, you can always call our Helpline if you have any queries.

Normally planned in-patient treatments are subject to our Treatment Guarantee/Pre-authorization process for direct settlement of your medical bills. This process may be different depending on the insurance product available to you – for this reason, please check your Benefit Guide to confirm what process applies to your policy.

For example, if you are covered under one of our standard International Healthcare Plans, the process requires that you submit a Treatment Guarantee Form in advance of treatment by following the process below:

01. Download a Treatment Guarantee Form (available here).

02. Send the completed form to us at least five working days before treatment. Scan and email, fax or post (details on the form).

03. We contact your medical provider directly to arrange settlement of your bills (where possible and where your costs are eligible for cover).


To find out more about the Treatment Guarantee Process, watch our short video here.


 Contact our Helpline Team

Our multilingual helpline staff are available 24 /7 to handle day to day policy enquiries and support you during emergencies.

Note that we will need your name and policy number to identify you in our system and be able to respond to queries on your cover, your claims, etc. – so please don’t forget to have your policy number with you when you call us or to state it in your email (together with your full name) if you prefer to write.

Call us: +353 1 630 1301