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FAQs

Medical Insurance Worldwide

We want to be able to answer all your questions. If you have a question, and can't find the answer here, please contact us

FAQs

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 (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 most 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 a 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 of 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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