How does the expat health insurance claims process work?
We require you to pay upfront for medical services and then submit your claims through the claims link in your Feather account. Most claims are processed within 6 weeks. You will receive the claim outcome via email.
What documentation is needed to process my expat health insurance claim?
To process any claim, we need the following documents:
An official invoice that includes diagnostic details, treatment descriptions, and a breakdown of individual treatment costs.
A prescription if you are claiming for medications or medical aids, issued by your treating practitioner.
A referral if you were referred to a specialist or physical therapist.
Claims with missing or insufficient documentation cannot be processed. For example, payment reminders or receipts alone do not provide the information needed to assess the claim. If documentation is incomplete, we will contact you to request the missing documents. After submitting the required documents, claims are generally processed within 6 weeks.
Why might my claim take longer if it relates to coverage scope?
Expat health insurance covers accidents, new injuries, and new illnesses that begin after your coverage starts. It excludes pre-existing conditions, routine check-ups without symptoms, and preventive care. If a claim appears related to excluded conditions, we may need additional information from you or your treating team to determine if it is covered.
In these cases, we may contact you or your healthcare providers for more details. We can only process the claim once all relevant information is received. Processing after obtaining this information usually takes 6 weeks. Waiting for your treating team’s response can significantly delay processing times. We will keep you informed and may ask you to help by contacting your providers to speed the process.
What should I do if I have not received any feedback after six weeks?
If you have not received any communication about your claim six weeks after submission, please contact us directly through our support page. We will investigate and assist you further.
If you would like to learn more about expat health insurance or would like to sign up, you can do so here.