COVID-19: Guidance for Now Health members

We're here to help

As the ongoing coronavirus situation evolves, we want to reassure you that we continue to be here to support you.  

We have created this repository of information, which we will continue to add to over time.  Here you can read the blog from our Chief Medical Officer.

We also provide important information about how you are covered under your plan, how to get in touch and the best way to claim.

COVID-19 Resources

If you need to contact us

We are available via email, phone, WhatsApp and live chat as usual.  

If you need to get in touch with our team, please remember to email one of our new Customer Service mailboxes. Please only email the mailbox most relevant to your query. If you have a specific query relating to the coronavirus, please email the Clinical mailbox. 

Clinical - [email protected]
Claims - [email protected]
Credit Control [email protected]
General Customer Service [email protected]

For claims, we strongly encourage you to submit your claims online via your secure online portfolio or our Mobile App, to ensure faster and more efficient processing. We thank you in advance for your co-operation.

Coronavirus – The Facts

As concern spreads globally about the virus outbreak which originated in Wuhan, China, our latest blog posts shares some key facts to know about the virus and how to prevent it. Read our blog to find out more.
Read more

Contact us 24/7

Our member services are fully operational

Top FAQs

  • What should I do if I'm symptomatic?
    If you experience the symptoms of the virus, such as fever, cough and shortness of breath, you should contact your doctor in the first instance.

    It is best to call in advance to alert them to your symptoms rather than visit in person to help prevent further spread of the disease. They can then advise further on whether you need to seek medical treatment.

    A number of countries have quarantine restrictions for those that have recently visited mainland China, so please check with relevant local health authorities for advice.

    If you are symptomatic, where possible try to isolate yourself from family members, particularly the vulnerable (e.g. elderly or those with pre-existing medical conditions).
  • If I am diagnosed with the virus, am I covered?
    Yes, don't worry. There is no pandemic exclusion across our plans so if you are diagnosed with the virus, any treatment will be covered as per the terms of your plan.

    Please note, if you are seeking Out-Patient treatment such as a GP consultation or diagnostic test for the virus, this will only be covered if you have Out-Patient cover.
  • What can I do to limit my exposure to coronavirus?
    There are a number of measure you can take to limit your exposure to the infection. These include:

    Practice good hand hygiene – washing your hands with soap and water for 20 seconds. If this is not possible, use hand sanitizer.
    Avoid touching your mouth, nose and eyes.
    Wear a mask when in crowded places or on public transport.
    Avoid travel if you feel unwell.
    You may feel you wish to delay elective or non-urgent surgery, following consultation with your physician.
    Remember that the regular flu can also be dangerous at this time of year. If you have not had your regular flu vaccine, it is recommended that you book an appointment.
  • Read more FAQs
    Check our FAQ section in the panel above to read our comprehensive set of questions and answers

How we're here to support you

No pandemic exclusion

If you are diagnosed with COVID-19 and need treatment, you will be covered as per the terms of your plan

Isolation ward treatment covered

If your medical practitioner deems it necessary, you are covered

Cash benefit for free-of-charge hospitalisation

If you are hospitalised in a government facility or other public hospital that is free of charge, you will be entitled to a hospital cash benefit of up to of USD 3,750 or higher (assuming a hospital stay of 30 days)

Faster claim turnarounds

We're also introducing faster turnaround times for treatment pre-authorisations and claims processing for any member diagnosed with COVID-19, so you can rest assured you'll get access to the treatment you need fast

Extended claims

We're extending the claim submission period from six to nine months for members diagnosed with COIVD-19, so you and and your family can focus on getting you well first and foremost