Getting treatment paid for.
Two ways to settle a medical bill under your membership: let us pay the provider directly, or pay yourself and send the invoice to us. Here is what each involves and what we need from you.
We pay the hospital directly
For inpatient stays, day surgery and most planned procedures, contact our member care team before you are admitted. We speak to the hospital, confirm what your membership covers and arrange for the bill to come to us rather than to you.
- Tell us at least five working days ahead for planned treatment
- In an emergency, call us as soon as you reasonably can
- You sign nothing at the hospital beyond consent to treatment
You pay, then we pay you back
Everyday consultations, prescriptions, physiotherapy and diagnostics are often simpler to settle at the counter. Keep the itemised receipt, send it to us, and the money returns to the bank account on your membership record.
- Itemised invoices only — card slips on their own are not enough
- Reimbursement is made in your chosen membership currency
- Submit within six months of the date of treatment
Four steps from invoice to settled.
An itemised invoice showing the provider, the patient, the dates and what was treated. Add the doctor's notes or referral if the treatment was ongoing.
Upload through the member area, or email your documents to our care team quoting your membership number in the subject line.
Most straightforward requests are reviewed within five working days. If we need a further detail, we ask once and clearly, not in instalments.
Approved amounts are transferred to your nominated account, with a statement showing exactly what was paid and how any excess was applied.
Before you ask.
Still unsure? Our member care team is reachable at any hour, in your language.
Talk to member care- What if I am admitted in the middle of the night?
- Go and get treated. Our helpline runs around the clock, so call when you are able — or ask a family member or the hospital's international desk to call on your behalf. We will pick the arrangements up from there.
- Does my excess change how I submit?
- No. Send everything through in the same way. We apply any excess on your plan when we assess the request and show the deduction clearly on your statement.
- My invoice is not in English.
- That is fine. Our assessors work across several languages, and where a translation is needed we arrange it ourselves at no cost to you.
- Can I check where my request has got to?
- Yes — every submission gets a reference number and its status is visible in the member area, from received through to settled.