FAQs

Medical Insurance Worldwide

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FAQs

There is no need to do anything.  There is no change to any element of your plan and you will remain insured by AXA General Insurance Hong Kong Limited until your plan renews.

If you have an individual plan, five weeks before your plan renews, you will receive an email from us advising you that you will be invited to renew your plan insured by Best Doctors Insurance.  Four weeks before your plan renews, you will receive a renewal quotation from us and insured by Best Doctors Insurance, unless you advise us that you do not wish to receive one.  Thereafter, your renewal will proceed as usual.  There will be no changes to plan benefits.

If you have a group plan, your broker or one of our sales team will contact the group administrator to make the relevant arrangements.  There will be no changes to plan benefits.

There is no need to do anything.  Your login details for the secure online portfolio remain the same and you will continue to see all your complete plan and claims history.

We will issue you with a certificate of insurance, members’ handbook and membership card.  Will will also issue you with a new plan and membership number starting with the prefix BN.

If you need to call us, please make sure to call +971 4450 1510 to make sure that we can deal with your call correctly.  You can contact us by email using [email protected].  You will also still be able to use the app to submit any claims in the same way using the prefix BN on the drop down menu.

From 1 January 2017, Best Doctors Insurance will be the insurer of WorldCare for some of those customers in the Asia Pacific branch and with a membership number prefix of AP. This new insurance arrangement means that you can expect the same excellent levels of cover and excellent service reinsured by one of the world's largest reinsurers.

Best Doctors Insurance is part of the Now Health International Group following its acquisition in July 2015. Best Doctors Insurance is a is a strongly capitalised, health focused, strictly regulated entity domiciled in Bermuda.

Being a Bermudan Monetary Authority (BMA)-regulated insurance company means:

  • It qualifies well above the minimum premium requirement of a Class 3B insurer.  
  • Bermuda is one of the most regulated jurisdictions in the world and it is based on the legislation of the United Kingdom.
  • It is the world's #1 domicile for insurance and reinsurance companies with more than 1,500 licensed entities.
  • More than two thirds of Fortune 100 companies are registered in Bermuda.
  • The capital requirements for the insurance companies in Bermuda are amongst the strictest in the world.
  • Bermuda has been awarded an 'AA' rating by Standard and Poor’s.

For more information about Now Health and Best Doctors Insurance, click here.

Underpinning our newly enlarged global IPMI platform is one of the world's leading life and health reinsurance provider Reinsurance Group of America, Incorporated.  RGA currently manages over USD $3 trillion in life and health reinsurance business across 26 territories worldwide.  RGA's global health business represents approximately 20% of their global portfolio or around USD $60 billion.

Our award-winning, innovative service proposition means that you remain in an extremely safe pair of hands for the delivery of fast, accurate service and sophisticated digital tools such as the smartphone app which can be used to find medical providers or submit claims.

There is no need to do anything.  There is no change to any element of your plan and you will remain insured by AXA Gulf until your plan renews.

If you have an individual plan, five weeks before your plan renews, you will receive an email from AXA Gulf advising you that you will be invited to renew your plan with RSA.  Four weeks before your plan renews, you will receive a renewal quotation from RSA, unless you advise us that you do not wish to receive one.  Thereafter, your renewal will proceed as usual.  There will be no changes to plan benefits or premiums.

If you have a group plan, your broker or one of our sales team will contact the group administrator to make the relevant arrangements.  There will be no changes to plan benefits or premiums.

There is no need to do anything.  Your plan and membership numbers remain the same, as well as your login details for the secure online portfolio.  You will continue to see your complete plan and claims history.

We will issue you with a new certificate of insurance, members’ handbook and membership card.

If you need to call us, please make sure to call +971 4450 1415 to make sure that we can deal with your call correctly.  You can still contact us by email using [email protected].  You will also still be able to use the app to submit any claims in the same way.

From 1 June 2016, RSA will be the insurer of WorldCare in the UAE. This new partnership with Now Health as the administrator means that you can expect the same excellent levels of cover and excellent service with one of the world's leading multi-national insurance groups.

With a 300-year heritage, RSA is one of the world’s leading multinational insurance groups. Today, we employ around 13,500 people, serving 9 million customers in around 100 countries. While our origins lie in London, RSA is a global company with businesses in both mature and emerging markets. We have major operations in the UK, Ireland, Scandinavia, Canada, and the Middle East.

RSA has a rich and successful heritage in the Middle East with almost 60 years experience in the region, including the UAE, KSA, Bahrain and Oman. This on-the-ground experience means that we have strong capabilities and credentials, both regionally and in-country. For more information about RSA in the Middle East, click here.

Now Health International's award-winning service proposition means that you remain in an extremely safe pair of hands in the delivery of fast, accurate service and innovative digital tools such as the mobile app which can be used to find a medical provider or submit a claim.

No, we are a specialist international health insurance provider and don’t offer any other types of cover such as domestic health insurance or travel insurance plans.

Where plans are issued by Now Health International (Asia Pacific) Limited:

Plans issued in Hong Kong are underwritten by AXA General Insurance Limited and arranged by Now Health International (Asia Pacific) Limited.

Registered address: Suite B, 33/F, 169 Electric Road, North Point, Hong Kong. Insurance Agent Registration Number: 10974559.

Where plans are issued by Now Health International (Europe) Limited:

Now Health International (Europe) Limited is authorised and regulated by the Financial Conduct Authority.

Now Health International (Europe) Limited, Registered Office: Suite G3/4, Coliseum Building, Watchmoor Park, Camberley, Surrey, United Kingdom, Registered in England No. 7121668.

Where plans are issued by Now Health International Limited:

Plans issued by Now Health International Limited, which is regulated by the DFSA, are underwritten by AXA PPP healthcare Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Plans are only available to those outside the UAE.

Now Health International Limited - Registered Office: PO Box 482055, Dubai, UAE.

Where plans are issued by AXA Insurance (Gulf) B.S.C. (c):

Plans are underwritten by AXA Insurance (Gulf) B.S.C. (c). Dubai Branch: PO Box 32505, Dubai, UAE. Registered in the Insurance Companies Register under the Federal Law No. 9 of 1984.

Now Health International (Services) FZ LLC administers plans on behalf of AXA Insurance (Gulf) B.S.C. (c), PO Box 502163, Dubai, UAE.

Plans are reinsured by AXA PPP healthcare Limited, Registered office: 5 Old Broad Street, London, EC2N 1AD, United Kingdom.

Where policies are issued by Minan Property & Casualty Insurance Company

Policies are issued by Minan Property and Casualty Insurance Company Limited. Registered Office: 29-30F., Dutyfree Business Building, 1st Fuhua Road, Futian CBD, Shenzhen 518048, China. Policies are administered by Now Health International (Shanghai) Limited. Room 1103–1105, 11/F, BM Tower, No. 218 Wusong Road, Hongkou District, Shanghai 200080, China.

Where plans are issued by Now Health International (Singapore) Pte. Ltd.

Now Health International (Singapore) Pte. Ltd.(No.201317502C) is a general insurance agent of Tenet Sompo Insurance Pte. Ltd. and is registered with the Agents’ Registration Board of the General Insurance Association of Singapore (GIA). Registered at 16 Raffles Quay #33-03 Hong Leong Building Singapore 048581. Visit www.tenetsompo.com.sg to find out more about Tenet Sompo Insurance.

We have designed our product for people who want to access healthcare internationally. It is mostly suitable for expatriates i.e. people who live outside their country of nationality, but there are some territories we can also offer cover for local nationals. For the most up to date information on which local national countries we can offer cover in, request a call back from our service team, who will be happy to help.

Premiums are based on the ages of the people applying for cover at the entry date or renewal date of the plan and the country of residence of the main insured person.

Countries of residence are categorised into areas and the premiums are calculated based on the area and ages of the applicants.

We operate a full medical underwriting approach, which means that we ask detailed questions about each person’s medical history as part of the application process. It’s important to disclose all the information we ask for as part of this process as anything that hasn’t been disclosed may invalidate the plan.

All our quotations are valid for 30 days and you can apply for cover up to 60 days in advance of your requested start date. If your information changes in between any of these periods of time, please tell us as soon as possible as it might have an impact on your application. An example of a change of information might be a change of address for you, a member of your plan moving to another country or a change in medical condition of any of the people in the plan. If you’re not sure whether a change in your information is important, please let us know so we can correctly assess your application.

We may be able to offer you cover on continuous transfer terms whereby we may be able to carry across any underwriting terms or exclusions (given by your existing insurer) to a Now Health plan.

What should I do if I lose my membership card?

All members of Now Health get their own individual membership card. We automatically generate a virtual card for each member when you join, which is followed up with a physical card which will be dispatched within two working days of joining.

If you lose your membership card, you can download your virtual one from your secure online portfolio and use the ‘Lost your membership card’ email functionality from the same place. Again, we will dispatch your replacement card within two working days.

You can get treatment for eligible medical conditions worldwide. You may be able to access our provider network if you have a nil excess or have elected to buy our out-patient direct billing option, so that you can obtain treatment without paying up-front. You can download our current listing to find out if there are facilities near you.

Alternatively, you can contact your nearest service team to check eligibility and place a guarantee of payment for you, so you don’t need to pay in advance.

The third option is to pay and claim your expenses back. Providing your claim is eligible and the charges are reasonable and customary, you can recoup your expenses. You will of course have to pay for any excess or co-insurance that is due on your plan option.

The first place to check for eligibility is the members’ handbook. You will find a copy in the ‘My plan’ section of your online portfolio area. Check which plan option you have and any additional options you have selected on your plan. You can check to see if the benefit you want to claim under is fully covered up to the annual maximum benefit limit, has any annual or lifetime limits in place, or isn’t covered.

If you are in any doubt, please call your nearest customer service team, who will be happy to help. Request a call me back at a time that’s convenient or call us directly.

Step 1 - Choose how you would like to claim

You can download a claim form from your secure online portfolio to send to us or use a printed claim form. You can request a form from Our customer service team, or your intermediary if you are using one. Request a call me back from your nearest office to request a printed claim form, or if you would like help to access your online secure portfolio area.

Step 2

Complete sections 1 and 2 of the claim form, signed by the Claimant. The receipt must include details of the Medical Condition, treatment given, date and the name, qualifications, contact details and stamp of the attending medical practitioner.

Step 3

You can send us your completed claim form and supporting documents in one of three ways:

  • Email scans of your claim form and documents to your nearest office, or
  • Fax Your claim form and documents to your nearest office, or
  • Post Your claim form and documents to your nearest office

Step 4

We will assess your claim. Provided we have all the information we need, we will pay all eligible claims within five working days of receipt.

Step 5

You can track all your claims using your online secure portfolio area. Log in at any time using your username and password to see how your claim is progressing. You will be able to view the status, the provider, the currency claimed and settled and the benefit for each individual claim, as well as any excess or co-insurance deducted. All updates are displayed as they happen so you always have the latest information on your claims. We will email or SMS you every time there is a change to the claims status on your account so you know the most relevant time to log in.

Important notes:

You must send us your claim within six months of treatment (unless this is not reasonably possible).

Please keep original records if you are sending us a copy, as we may ask you to forward these at a later date.

If we do, it will be within six months of when you told us about the claim.

For all claims where we reimburse you, you can choose which currency you would like your claims to be settled in and how you would like them to be paid.

Step 1 - Choose how you would like to claim

You can download a claim form from your secure online portfolio to send to us or use a printed claim form.  You can request a form from Our customer service team, or your intermediary, if you are using one. Request a call me back from your nearest office to request a printed claim form, or if you would like help to access your online secure portfolio area.

Step 2

Complete sections one and two of the claims form, sign it and ask your medical practitioner to complete section three.

Step 3

You can send us your completed claim form and supporting documents in one of three ways:

  • Email scans of your claim form and documents to your nearest office, or
  • Fax Your claim form and documents to your nearest office, or
  • Post Your claim form and documents to your nearest office

Step 4

We will assess your claim. Provided we have all the information we need, we will pay all eligible claims within five working days of receipt.

Step 5

You can track all your claims using your online secure portfolio area. Log in at any time using your username and password to see how your claim is progressing. You will be able to view the status, the provider, the currency claimed and settled and the benefit for each individual claim, as well as any excess or co-insurance deducted. All updates are displayed as they happen so you always have the latest information on your claims. We will email or SMS you every time there is a change to the claims status on your account so you know the most relevant time to log in.

Important notes:

You must send us your claim within six months of treatment (unless this is not reasonably possible).

Please keep original records if you are sending us a copy, as we may ask you to forward these at a later date.

If we do, it will be within six months of when you told us about the claim.

For all claims where we reimburse you, you can choose which currency you would like your claims to be settled in and how you would like them to be paid.

We have solutions for switching from group plans to individual plans and individual plans to group plans. If you’re interested in finding out how you can switch to us on a transfer basis, request a call me back and we’ll get in touch when it’s convenient for you.

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