FAQ
Conflict in Middle East
The information contained in the FAQ is applicable to the majority of our customers, however we appreciate there are exceptions. In this event or if you have questions that aren't covered in the FAQ or need additional support, please contact our Helpline.
Version 1 - March 2026
Responses to queries raised by members in relation to current Middle East conflict.
If you have any further queries, please contact our Helpline.
Impacts on your International Health CoverClaims and serviceGetting support
Your medical cover remains in place, and you are covered for medical benefits as per your policy. From a medical coverage perspective, there is no specific impact on policies in the region except if an insured member is actively participating in the conflict or acting against medical advice of a treating doctor. In such scenarios, cover would be excluded.It’s important to mention however, that a small percentage of medical plans have a benefit for ‘Accidental Death’ and an exclusion applies to that benefit, which may need consideration, as per your policy Terms and Conditions.
Yes, treatment for chronic conditions and non-emergency cases is still covered.
No additional pre-approvals are required. Any benefits requiring pre-approval are indicated on your Table of Benefits and there is no change to those requirements.
Yes, you are covered for medical emergencies that occur during business or holiday trips outside your area of cover. This includes treatment required due to an accident or the sudden onset or worsening of a severe illness that presents an immediate threat to your health. Treatment by a doctor must begin within 24 hours of the emergency event. Cover is not provided for curative or follow-up non-emergency treatment, even if you are deemed unable to travel to a country within your geographical area of cover. Nor does it extend to charges relating to maternity, pregnancy, childbirth or any complications of pregnancy or childbirth.
Please note that coverage is provided for trips of a maximum period of 6 weeks, within the maximum benefit amount stated in your Table of Benefits.
Yes, you can continue to submit claims as usual.
While we are committed to maintaining our usual service levels, there may be some delays in claims processing or other services due to logistical challenges in the region. We appreciate your understanding and patience during this time.
Yes, we remain fully operational in the affected countries. Our teams are working diligently to ensure uninterrupted service delivery.
Our operations remain stable and uninterrupted. The safety of our staff is a top priority. Staff have been relocated to safer areas, and some are working remotely to ensure continuity of service. We are reviewing the situation daily to ensure their wellbeing.
For medical emergencies or support, please contact our 24/7 Helpline. The number for your region can be found in your Benefit Guide or on your membership card.
We offer a range of support services, including:
Telehealth Hub for video consultation with medical professionals.
Access to the Mental Health Hub for self-help tools and resources
Please check your Table of Benefits or Benefit Guide to confirm if the services above are available as part of your policy.
If included in your plan, you can speak to a medical professional via a video consultation, phone call or live chat. All you need is a phone or device with internet access.
You can access the hub via MyHealth digital services or Lumi app. You may be asked to register when you sign-up for the service for the first time and you may need to have your ID and policy number to hand.
