I’m proud to share with you how we supported one of our members through a challenging medical journey.
As General Manager – Indonesia here at Now Health International, I am proud to share how we recently supported one of our members through a challenging medical journey.
The member, who has been with us since 2016 under one of our Group plans through her husband’s company in Indonesia, recently shared her experience.
At Now Health International, receiving feedback like this is a powerful reminder of why we do what we do: so we can be there for our members and their loved ones when they need us most.
From the moment we received word of our member’s diagnosis, we ensured that our teams and partners were in place to provide all the necessary support. As is often the case with our members, they joined us via an intermediary agent and continued to use this agent as their primary customer service contact.
As such, our relationship with our intermediary was vital in ensuring that we could promptly issue pre-authorisation and guarantees of payment for each stage of our member's treatment, which included chemotherapy and ongoing consultations.
Taking these steps ensured that our member could get the treatment she needed while focusing on her health and family without the burden of logistical and financial concerns.
A unique aspect of our member's care, which also highlights the value of our plans and our ability to provide cross-border care for our members, was that while she was based in Indonesia, she chose to receive treatment from an oncologist in Singapore.
Once again, our team ensured everything was in place to facilitate a seamless experience, including direct billing where available, so that we could take care of all medical expenses upfront, and our usual exceptional claims management processes to guarantee that we efficiently repaid any out-of-pocket costs per our Service Promise.
In addition to these logistical considerations, receiving treatment overseas can sometimes bring additional challenges, specifically communication, especially if there is a language barrier.
That’s why our award-winning, multilingual customer service team is available 24/7. In this case, whether our member had questions about her coverage, needed reassurance around anything, or required additional assistance and support with her treatment arrangements, help was just a phone call away.
Additionally, our extensive network of medical providers meant that our member had access to high-quality care across the region and could have chosen to undergo treatment elsewhere had she felt a better option was available. When necessary, we also facilitated our added value second medical opinion service, allowing our member and her loved ones to feel confident in her various treatment options and plan, and explore these with peace of mind.
We recognise that dealing with serious illness can be overwhelming.
Our commitment to our members is that we will do whatever we can to ease that burden.
In this case, we were honoured to be part of our member’s support system and network and continue to stand by her as she focuses on recovery.
At Now Health International, we provide more than just insurance, ensuring we do everything possible to support you when you need us the most.
Learn more about our award-winning international health plans.