Expat health insurance claims are typically processed within 6 weeks of receiving all required documents. Delays most often occur when documentation is incomplete or when we need to verify that a claimed condition falls within coverage scope. Submitting the correct documents for your claim type and responding promptly to any requests for additional information (including following up with your healthcare providers when asked) helps avoid unnecessary delays.
How long does it take to process an expat health insurance claim?
Claims are typically processed within 6 weeks of receiving all required documentation. You will receive the outcome via email once processing is complete. You can contact our support team on our support page for more assistance or additional resources if 6 weeks have passed without any update.
Why might my expat health claim take longer than 6 weeks?
Delays typically occur for 2 reasons:
First, if submitted documents are incomplete or insufficient. For example, a payment reminder submitted without an invoice. We will contact you to request the missing items, and the 6-week processing window begins once the correct documents are received.
Second, if a claim appears related to a condition that may be excluded (such as a pre-existing condition or a routine check-up), we may need additional information from you or your treating healthcare team to verify coverage.
In these cases, we will reach out to you directly and may ask you to follow up with your healthcare providers to help gather the required information. Processing begins once all relevant information is received, and waiting for responses from healthcare providers can add significant time to the process
What documents are required for each type of expat health claim?
The documents required depend on the type of claim:
Outpatient appointments: An invoice that includes your diagnosis and an itemized breakdown of all services and costs.
Medication: Both the prescription from your treating doctor and the pharmacy receipt showing payment.
Referrals: A referral is not required for consultations with general practitioners or specialists, but a medical doctor's referral is required for claims related to aids and physical therapy.
Hospital visits and inpatient stays: The final invoice issued after treatment, which contains the complete breakdown of treatment and costs. Initial payments and pre-payment receipts are not accepted.
Which documents are not accepted for expat health insurance claims?
The following documents cannot be accepted:
Invoices without diagnostic information or an itemized breakdown of costs (for example, a flat fee with no treatment detail)
Pre-payment receipts issued before treatment
Payment reminders
Payment receipts submitted without an accompanying invoice or prescription
Invoices from non-medical practitioners, such as acupuncturists
What should I do if I'm asked to fill out a form or provide additional information?
Complete any requested forms with as much detail as possible. If a question does not apply to your situation, enter "N/A." You may use a digital tool such as DocHub to complete and return forms electronically.
How do I submit missing documents or additional information for an existing claim?
To add documents to an existing claim, follow these steps:
Sign to your account.
Open your expat health insurance policy.
Go to your claims section.
Locate the claim that requires additional information.
Upload the requested documents and confirm the submission.
We will review the updated submission and notify you via email with any further updates.