Which treatment are you getting?

Treatment subject to pre-authorisation

Please follow the steps below:

Download a Pre-authorisation Form.

If your treatment is scheduled within 72 hours, please call us and we will take the details over the phone.

Complete the form and send it to us at least five working days before treatment by email to:
medical.services@e.allianz.com

We will contact the medical provider to arrange direct payment of your bill, where possible.

Our Medical Team will issue a Guarantee of Payment to the medical provider, authorising the treatment

If we need more information we will contact you, your doctor or your medical provider. We will keep you updated throughout the process.

Emergency treatment

Receive the emergency treatment you need

You, your doctor or one of your dependants must call our Helpline (within 48 hours of the emergency) to inform us.

We will take the required details over the phone.

Treatment not subject to pre-authorisation (Out-patient or dental treatment)

If your treatment does not require pre-authorisation, you can simply pay the bill and claim the expenses from us. In this case, follow these steps:

Receive your medical treatment and pay the medical provider.

Obtain a detailed invoice from your medical provider. Your invoice must include:

Your name
Treatment date(s)
Diagnosis/medical condition
Date you first experienced the symptoms
Nature of treatment (including the specific name of treatment received)
Detailed itemised breakdown of costs, including consultation fees and medication cost (with individual item details)
Proof of payment:
- For cash payments: The invoice should indicate ‘paid in cash’
- For card payments: Please include your card receipt

Check if additional documents are needed. Some benefits may require the following (please refer to your Table of Benefits to confirm):

A referral letter: A prior referral letter from a general practitioner
A progress report: A report from your treating practitioner, which should include:
- Diagnosis
- Patient's response to treatment
- Changes in symptoms or condition
- Future treatment plan (frequency and duration)
- Patient prognosis

Submit your claim via our MyHealth app or online portal*.

Simply enter a few key details, add your invoice(s) and any supporting documents, and submit.

Treatment not subject to pre-authorisation (In-patient and day-care treatment)

(Applicable when your plan does not require pre-authorisation for in-patient and day-care treatment)

In addition to paying and claiming, please ensure you submit the following documents:

Hospital discharge summary
Hospital statement of account
Pre-surgery examination report, including diagnosis
Doctor's written confirmation of medical necessity for the treatment
Invoice, proof of payment and itemised breakdown (please refer to the invoice requirements listed under Treatment not subject to pre-authorisation (Out-patient or dental treatment)

Quick claim processing

Once we have all the required information, we’ll process and pay your claim within 48 hours.

To avoid delays, make sure you include the medical condition treated in your claim.
If any details are missing, we’ll contact you or your doctor to request them.

We’ll notify you via email or letter once your claim has been processed.

*For full details on claiming deadlines, exclusions, and definitions, please refer to your Benefit Guide available at my.allianzcare.com/myhealth/1/login.

Evacuations and repatriations

If you require medical evacuation or repatriation, follow these steps:

Call our Helpline available 24/7

Email us* (include ‘Urgent – Evacuation/Repatriation’ in the subject line)

Note:

We recommend calling us for urgent cases.
Please contact us before talking to any providers to avoid excessive charges or delays.
If evacuation/repatriation services are not arranged by us, we reserve the right to decline the costs.