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					Claims Procedures

Indonesia
InterGlobal




Claims Procedures
Before you make a claim please read your plan guide and table of benefits to check that your plan covers the treatment you need. If
you have a question, please use the contact details shown on the back of this booklet.
We have given some words and phrases used within this guide specific meanings that are relevant to your plan. We have defined these
meanings in the list of plan definitions which you can find in your plan guide. We have highlighted them throughout in bold.

1. How to make a claim for a medical emergency or planned in-patient or daycare treatment
Call the international helpline on the numbers below:

 If you are calling from Indonesia:
 We have appointed PT Global Assistance Healthcare to pre-authorise in-patient, daycare and medical evacuation claims in Indonesia.
 From Indonesia, call +62 21 299 78930 or +62 (21) 299 78 999. This is not a free phone number, you will be charged the local rate.
 Fax: +62 (21) 299 78 955/66
 Email: interglobal@global-assistance.net
 If you are calling from outside Indonesia:
 For pre-authorisation of in-patient, daycare and medical evacuation claims outside Indonesia, please call:
 From the UK, call free on 0800 0327 921
 From the USA, call free on 1 866 895 7795
 From North China, call free on 10800 6400113
 From South China, call free on 10800 2640113
 From the UAE, call free on 800 0640 1957
 From Australia, call free on 1800 147 528
 From the Philippines, call free on 1800 1641 0003
 From Thailand, call free on 001 800 647 355
 From Japan, call free on 00 531 642 084
 From Malaysia, call free on 180 080 2157
 From Africa, call +27 (0)11 259 5217 (This is not a free phone number)
 If you are calling from a country not shown above, call collect or direct on: +64 9 356 2276.


To make a collect call you must first contact the telephone operator in the country you are calling from. You must then say that you would like
to make a collect call and give the number shown above. The operator will then connect you to the international helpline at no charge to you.
You can also call this number in the normal way. If you call direct, you may be charged the local international rate.
Fax number: +64 9 356 1700
All incoming and outgoing calls to and from the international helpline will be recorded for monitoring and training purposes.

 When calling the international helpline please give:
 • your membership number;
 • your medical practitioner’s name;
 • the name and telephone number of the treatment provider.


2. How to make a claim for treatment under a direct billing facility
If you are part of a corporate or group plan, you may be entitled to a direct billing claims facility. We will give you a list of treatment providers
that will accept you.

 a. Visit one of the treatment providers on the list for in-patient, daycare or out-patient treatment.

 b. Show your membership card.

 c. The treatment provider will then deal with your claim administration. If you need in-patient or daycare treatment, the treatment
    provider administration team will gain this approval from the international helpline. Receive your treatment.

 d. You must pay any excess or co-insurance that applies to your plan. This excess or co-insurance will be shown on your
   membership card.




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                                                                                                                         Claims Procedures




If we refuse to pay a direct billing claim under the terms and conditions of the plan, you will have to pay the cost of the claim within seven
days of receiving notice from the treatment provider.

3. How to make a claim for out-patient treatment on a pay and claim basis
 If you need any help or advice, please contact the claims team (on the contact details shown on the back page of this booklet).

 a. See your medical practitioner, therapist, specialist or consultant in the usual way.
 b. Pay your bill for the treatment you have received.

 c. Make sure you get an original itemised invoice and original receipt as you will need to send these to us with your completed medical
    claim form. Please make sure that you complete one medical claim form for each medical condition.

 d. Complete sections A-G of the medical claim form. You can get a medical claim form by contacting the claims team. You can also
    download a medical claim form by visiting our website www.interglobalpmi.com.

 e. You must ask your medical practitioner to complete section H (or section I for dental treatment). Treatment received from a
    therapist, specialist or consultant must always be on referral from your medical practitioner.

 f. Send your claim to the claims team at the address shown on the back page of this booklet. You must send the following items to make
    sure that we can process your claim:
   • the original itemised bill;
   • the original receipt;
   • the fully completed medical claim form;
   • a copy of the prescription.

Please return the above items as soon as possible from the first date of treatment.

4. How to make a claim under your optional add-on plan

 Maternity add-on plan
 For a medical emergency or planned in-patient or daycare treatment, please follow the procedures outlined in section 1.
 For out-patient treatment, please follow the procedures outlined in section 3.

 Travel add-on plan – section A
 For a medical emergency, please follow the procedures outlined in section 1.
 For out-patient treatment, please follow the procedures outlined in section 3.

 Travel add-on plan – section B-I
 If you need to make a claim, please contact the claims team on the details shown on the back page of this booklet.

 Personal accident add-on plan
 If you need to make a claim, please contact the claims team on the details shown on the back page of this booklet.


General claims information
•	 Make sure you carry your membership card at all times;
•	 quote your plan number and member number in all correspondence;
•	 keep copies of information about your claim for your own records.




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InterGlobal




Membership cards
We will send you a membership card with your plan documents. You should carry this card with you at all times and show it to the treatment
provider when you go for pre-authorised in-patient or daycare treatment. If you are a member of a group plan that has a direct billing
facility you must show this card when getting out-patient treatment at a direct billing facility.

Payment of eligible claims

 Eligible claim payments we pay direct to the treatment providers
 We will pay all eligible claims in line with the payment instructions of the treatment providers shown on the invoice.

 Eligible claim payments we pay direct to you
 We will pay all eligible claims in line with the information you give in section E of the medical claim form.

 Exchange rates
 If we need to convert from one currency to another, we will use an exchange rate that applies on the date we assess the claim. We will not
 be responsible for any loss you may suffer due to changes in the exchange rate.


Payment methods
We can make eligible claims payments by:
•	 bank transfer in most currencies (this is the method we would recommend);
•	 cheque in the currency of your plan; or
•	 foreign draft in most currencies.
We will not pay any charges for cashed foreign drafts or cheques.




Claims Team Contact Details
Claims Team
Telephone: +65 6593 8500
Fax: +65 6593 8501
Email: claims@interglobalpmi.com.sg
Postal Address
PO Box 25 JKPPJ Jakarta 10210A
Website
www.interglobalpmi.com




UK China Japan Kuwait Qatar Singapore South Africa Thailand UAE Vietnam

www.interglobalpmi.com
InterGlobal Limited is registered in England no.3554885
Authorised and regulated by the Financial Services Authority.                                                                       79j/0110

				
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