Frequently asked questions
Who is eligible to apply?
We will consider applicants for cover up to the day before their 76th birthday.
Can I cover my family members under my policy?
Yes. The persons eligible for cover under your policy are your spouse/partner together with any children under the age of 18, or under the age of 26, if in full-time education.
Will my plan cover any medical conditions that started before my policy was activated?
Coverage for pre-existing medical conditions (including pre-existing chronic conditions) depends on the medical underwriting terms you accepted.
For policies which were fully medically underwritten, pre-existing conditions are generally covered unless we say otherwise in your policy documents.
For policies with moratorium, pre-existing conditions are only eligible for coverage once you’ve completed a continuous 24-month period after your start date and have not had symptoms, needed or received treatment, medication, a special diet or advice, or had any other indications of the condition during that time.
What is a deductible and how is it applied?
A deductible is part of the medical costs that you have to pay. If you chose a deductible among those available (e.g. € 450), you will pay your medical bills until you reach that amount – then we will start covering your eligible expenses, according to the terms and conditions of your policy. If you select a deductible, we will apply a discount on your premium.
What happens if I move country or return to my home country?
It is important that you contact us as soon as possible if you change your country of residence. This may impact your cover or premium, even if you are moving home or to a country within your existing area of cover. If you move to a country outside of your current geographical area of cover, your existing cover will not be valid and therefore it is very important that you discuss this with us or your broker as early as possible. Please note that cover in some countries is subject to local health insurance restrictions, particularly for residents of that country. It is your responsibility to ensure that your healthcare cover is legally appropriate. If you are in any doubt, please seek independent legal advice as we may no longer be able to provide you with cover. The cover provided by us is not a substitute for local compulsory health insurance.
What happens if I am outside of my selected area of cover and I need a treatment?
Your policy offers you cover for the emergency treatments outside your area of cover for trips of a maximum period of six weeks. This means that you will be covered for the medical emergencies occurring during business or holiday trips outside your area of cover. Full details are available in our Benefit Guide.
Which hospitals can I go to?
You can find a provider from our international directory of hospitals, doctors and health practitioners via MyHealth digital services. Please note that you are not restricted to using providers from this directory and we do not always hold direct settlement agreements with the providers listed. Pre-authorisation is required before in-patient treatment, as well as certain other treatments as specified in your Table of Benefits. We will, where possible, try to arrange the direct settlement of your in-patient medical expenses with your medical provider.
Can I cancel my cover?
You can cancel the contract in relation to all insured persons, or only in relation to one or more dependants, within 30 days of receiving the full terms and conditions of your policy or from the start/renewal date of your policy, whichever is later. Please note that you cannot backdate the cancellation of your membership. If you wish to cancel, you will need to complete the ‘Right to change your mind’ form which is included in your welcome pack.
