FAQ-Support

Are you confronted with international health insurance for the first time? Then you will certainly have some questions to ask. Don't despair, our FAQ section offers you the most important answers to the most frequently asked questions.

  1. What is an Insurance Policy Upgrade/Downgrade?

    Depending on the insurance provider, various plans are available, providing different benefits and options specific to your needs. In the case of lower rate plans, therefore more favourable from a cost perspective, essential benefits, such as treatments for chronic illnesses, certain medications, other outpatient treatments, etc. can be limited; while other benefits are completely excluded (pregnancy/birth, dental, etc.). If you are already insured, you can upgrade or downgrade your policy at the renewal date of the contract. While a downgrade is achievable without documents, a health declaration is required to achieve an upgrade.

  2. Am I Free to Choose My Doctor?

    Yes, you are free to select a doctor of your choice.

  3. What is data protection and how do you protect my data?

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  4. Is there a List of Hospitals, Doctors and Clinics?

    This will differ depending on the type of insurance provider you have chosen. Usually, you are free to visit the healthcare provider of your choice for outpatient treatments and will have to contact your insurance provider prior to any hospitalization, in order to arrange a guarantee of payment.

    With those Insurances, you can consult any doctor of your choice who has graduated from a recognized medical school as listed in the World Health Organization Directory of Medical Schools, who is licensed, and is registered to practice medicine in the country where the treatment is received. However, if you want your insurance provider to arrange and pay for your eligible treatment, you may find more information on your provider’s website listed below:

    Now Health: https://www.now-health.com/en/find-a-medical-provider/
    Bupa: https://www.bupaglobal.com/en/facilities/finder
    Cigna : https://www.cignahealthbenefits.com/en/healthcare-providers


  5. Is There a Waiting Period Before Receiving Certain Treatments?

    From the commencement date of your new insurance policy, certain surgeries/treatments won’t be immediately available to you. Depending on the insurance provider and the healthcare required, the waiting periods will vary.

    Bupa

    Your ability to make claims and receive reimbursements will only take effect four weeks after the start date of the new policy. However, this does not apply if you can prove the immediate transfer from an equivalent insurance with another international health insurance provider. Please note that there will not be a waiting period in the event of an emergency.

    Pregnancy -
    For expenses incurred in connection with pregnancy and childbirth and consequences thereof, the right to reimbursement will only take effect 12 months after the start date of the insurance.

    Dental Care -
    For expenses pertaining to dental care (supplementary dental cover), the ability to submit a claim and receive reimbursement will be available 6 months after the start date of the policy. For specific dental treatments, such as crowns, gold inlay, bridgework, treatment for periodontitis and orthodontics, the right to reimbursement will take effect 12 months after the start date of the policy.


    Now Health International

    Wellness, Optical/Vision and Vaccinations Options One & Two -
    With costs pertaining to Wellness, Optical/Vision and Vaccinations, a waiting period of 6 months will apply. However, if you’re transferring directly from another insurance provider, with an annual payment, no waiting periods will apply.

    Dental Care -
    Costs incurred within nine months from the start date are excluded.

    Complex Dental Treatment -
    Costs incurred within nine months from the start date are excluded.

    Maternity -
    Costs incurred within 12 months from the start date are excluded.


    CIGNA

    Maternity -

    Costs incurred within 12 months from the start date are excluded.

    Dental Care: Preventive and Routine Dental Treatment -
    Costs incurred within 3 months from the start date are excluded.

    Complex Dental Treatment -
    Costs incurred within 12 months from the start date are excluded. Orthodontic treatment has a waiting period of 18 months.

    Wellbeing -
    No waiting periods

  6. How Can I Submit Claims/Invoices to be Processed/Refunded?

    ASN provides a complete management service of your policy. On your behalf, if you so choose, ASN will submit your claim/invoice to your insurance provider to be processed.

    Otherwise, you are able to communicate directly with the insurance provider and submit the claim/invoice yourself.

    This process and the documents required will differ, depending on your insurance provider. If you select ASN to submit your claim/invoice, you will still be required to supply ASN with the required documents. Please see below for details on the requirements for each provider in order to achieve a refund.

    BUPA

    Bupa requests copies of the following documents in order to receive a refund:

    • Regular consultations: invoice, receipt
    • Medication: invoice, receipt, prescription
    • Surgery/Treatment: invoice, receipt, prescription, medical report
    • Physiotherapy: invoice, receipt, prescription, medical report

    The documents can be forwarded to Bupa’s Claims Team via email: eclaim@ihi.com

    If you choose to have your claims submitted by ASN, please send the scanned copies to our team. We will forward them to the corresponding provider on your behalf.

    All new claims can be sent to Eve Herrmann via email: eve.herrmann@asn.ch

    For ongoing claims, kindly contact your personal ASN consultant assigned to you.

    CIGNA

    Cigna requests copies of the following documents in order to receive a refund:

    • Regular consultations: claim form, invoice, receipt
    • Medication: claim form, invoice, receipt, prescription
    • Surgery/Treatment: claim form, invoice, receipt, prescription, medical report
    • Physiotherapy: claim form, invoice, receipt, prescription,

    medical report

    Click Here to download the necessary claim forms.

    These can be forwarded to the Cigna HealthCare Claims Office printed on your Cigna HealthCare ID card. E-Mail: Cignaglobal_customer.care@Cigna.com

    If you choose to have your claims submitted by ASN, please send the scanned copies to our team. We will forward them to the corresponding provider on your behalf.

    All new claims can be sent to Eve Herrmann via email: eve.herrmann@asn.ch

    For ongoing claims, kindly contact your personal ASN consultant assigned to you.

    NOW HEALTH

    NOW Health provides the opportunity to upload your claims via the NOW Health Application for Apple and Android devices. Enter the required information and upload copies of the following documents in order to receive a refund:

    • Regular consultations: invoice, receipt
    • Medication: invoice, receipt, prescription
    • Surgery/Treatment: invoice, receipt, prescription, medical report
    • Physiotherapy: invoice, receipt, prescription, medical report

    Once the claims have been uploaded, you’ll receive a confirmation email from Now Health. Please be aware that claims can take up to at least 5 working days to be processed. Once processed they will appear listed via the online portal. In case the insurer needs additional information, they will put the claim on hold and leave a comment for further action from your end.

    Click Here to view the Now Health Secure Online Portfolio How To Make a Claim video.

    Click Here to download the necessary claim forms.


    If you choose to have your claims submitted by ASN, please send the scanned copies to our team. We will forward them to the corresponding provider on your behalf.

    All new claims can be sent to Eve Herrmann via email: eve.herrmann@asn.ch

    For ongoing claims, kindly contact your personal ASN consultant assigned to you.


  7. How Do I Obtain a Guarantee of Payment?

    Clients receiving inpatient or day-patient surgery/treatment are required to obtain a Guarantee of Payment from their insurance provider. ASN can also obtain this on your behalf. With a Guarantee of Payment, you are not obligated to make an advance payment to the hospital, clinic or healthcare facility. However, if you have not reached the amount of your selected deductible, you will be required to pay the remaining amount before receiving surgery/treatment.

    In order to obtain a Guarantee of Payment, the insurance provider requires the following information:

    • Name & location of the hospital
    • Name of the treating doctor
    • Cost estimate
    • Medical Report: stating the reasons for surgery/treatment

    If you opt for ASN to obtain the Guarantee of Payment on your behalf, submit the above information to your assigned ASN consultant and they will contact the insurance provider. The insurance provider evaluates the client’s information and decides the outcome for the request of a Guarantee of Payment. In most cases, a Guarantee of Payment will be issued within 5 working days. In the event of an emergency, the request can be processed sooner. Alternatively, the process may take longer if incorrect or not enough information is provided.

    If you urgently require a Guarantee of Payment outside of business hours, please contact the insurance provider directly using the following links:

    Bupa: https://global.ihi.com/Alarm+Service.aspx

    Now Health: https://www.now-health.com/en/contact-us/emergency-numbers/

    CIGNA: https://www.cigna.com/contact-us/
  8. Is a Private Room Guaranteed?

    Most private international health insurance providers will cover hospital treatment in a private room. Some hospitals and clinics, depending on your location, may not be able to offer private rooms. In this case, you may receive a semi-private room. As you have the freedom to choose your hospital or clinic, you have the ability to choose a hospital, clinic or facility where private rooms are confirmed available.

    Please note that your medical condition is considered first and you may have a limited selection of facilities equipped to handle your healthcare needs.


  9. Can I Change the Currency?

    Bupa: A change of currency within your policy is not allowed.

    Cigna: A change of currency within your policy is allowed on your renewal date.

    Now Health: A change of currency within your policy is allowed on your renewal date

  10. What do Outpatient, Day-Patient and Inpatient Mean?

    It is important to know if you are an outpatient, inpatient, or day-patient, as basic international insurance plans often include very little or no coverage for outpatient treatments. Depending on your insurance provider, to be fully covered for both inpatient and outpatient treatment, you may need to select outpatient benefits as a supplementary option to your core hospital plan.

    Depending on inpatient and outpatient scenarios, deductibles may vary also, which is why it is important to differentiate between them.

    Having a test, procedure or consultation in a hospital does not necessarily mean you are an inpatient; this is a common cause of confusion. The difference between inpatient and outpatient care is how long a patient must remain in the facility where the examination/procedure occurs.


    Inpatient -
    This refers to a procedure that requires the patient to be admitted to the hospital, primarily, so that he or she can be closely monitored during the procedure and, afterwards, during recovery. Inpatient care requires overnight hospitalization. Patients must stay at the medical facility where their procedure has taken place (hospital, clinic, etc.) for at least one night. During this time, they remain under the supervision of a nurse or doctor.

    Day-Patient -
    This refers to a patient that will go to the hospital to receive treatment, may be placed in a bed/room, though leave the same day. During this time, they remain under the supervision of a nurse or doctor. For this, the client is required to present a Guarantee of Payment from their insurance provider. ASN can assist in obtaining the guarantee.

    Outpatient -
    This refers to an examination/procedure that does not require hospital admission and may also be performed in a healthcare facility other than a hospital. Patients receiving outpatient care are not required to spend a night in a hospital and are also free to leave the medical practice, clinic or hospital, once the procedure is over. These treatments can be refunded with the pay and claim method.

  11. What are the Cancellation Conditions and Deadlines?

    Depending on the insurance provider, cancellation conditions and deadlines vary. It is important to note these conditions and deadlines specific to you when establishing your policy. Most insurance providers will only allow a policy cancellation upon the annual renewal period.

    If you choose a quarterly or semi-annual payment plan, some insurance providers will allow you to terminate your contract throughout the policy year. However, if you have made a claim within the first insurance year, the insurance provider retains the right to request or, if already paid, keep your premium.


  12. Am I Covered in the USA for Emergencies if I Have Not Chosen the Respective Cover?

    Bupa: The coverage of Bupa is worldwide.

    Cigna: Emergencies are limited to a maximum period of three weeks per trip and a maximum of sixty days per period of cover for all trips combined, and only in an admission to the hospital.

    Now Health: For planned trips of up to 30 days of duration. Treatment by a Medical practitioner or specialist within 24 hours of an emergency. This also pertains to incidents where healthcare is required as a result of an accident or sudden severe illness resulting in a threat to the insured person’s health and wellbeing.


  13. What is a Deductible/Excess & When Can it be Changed?

    Deductible: Before the insurance provider can commence covering your claims, you are required to pay the total of your selected deductible first. You can do this by sending (to ASN or the insurance provider) the invoices for your medical treatments, that you have paid yourself, in order for it to accumulate towards, and reach, the total amount of your deductible. Once you have reached the annual deductible amount, selected when setting up your policy, the insurance provider will then commence covering future costs.

    Excess: The excess is the share of the costs that you will pay in every event (treatment, check-up, surgery, etc.). If you have an invoice of 800 USD and you have selected an excess of 350 USD, the insurance provider will only reimburse the difference to you (in this example, it is a difference of 450 USD). This will be the case for every claim that is processed, once you have reached the selected deductible.

    You can change the excess and deductible once per year, during the renewal period.


    Please inform ASN if you would like to make changes; your assigned consultant can manage this for you. Should this change of deductible or excess coincide with an upgrade, you will be requested to complete a new medical form.

    Should you choose to select a policy with no deductible or excess, this will result in a higher premium.

    Note that all of the above is subject to variation depending on your specific insurance provider and policy. Please refer to your policy and the terms and conditions of the insurance provider for information more specific to your case.


  14. What Happens if I Change My Home Address/Relocate?

    Depending on the country that you relocate to, certain changes may apply to your policy.

    Firstly, you can forward your change of address to ASN via email and we will inform the insurance provider on your behalf.

    If you move during the contract year of your policy, there will be no changes. However, depending on the city or country that you relocate to, the premium may change at renewal date.

    Also, the premium may change if you relocate during the renewal period. Again, this will depend on the country you relocate to.

    Due to compliance, some countries have certain requirements, which is why the insurance provider has to know about any changes. If you move to the USA, Dubai, or a high-risk country (Afghanistan, Syria, etc.), please inform us and ASN will find the best alternative insurance solution for you.

    As soon as you are aware of your relocation circumstances, please inform your assigned ASN consultant, that they may inform you if there is a need to adjust your policy.


  15. How Do Renewals Work?

    The client or broker (ASN) will receive the renewal documents by email or by courier:

    • Bupa Global, normally 1 month before the renewal date
    • Cigna, 45 days before the renewal date
    • Now Health, 45 days before the renewal date

    If you agree with the renewal you can renew the premium by paying the full or remaining amount of the current premium. Depending on what kind of payment method you choose, you will be notified if the insurance provider requires your credit card details to process the payment.

    Should you want to make changes to your policy, you can contact us and we will then get in touch with the corresponding insurance provider. Please note that, should you want to upgrade your policy, health questions will apply and, depending on the state of your health, exclusion and or possible loadings may occur.


    In case your life situation has changed and you no longer need your current policy, we ask that you send us an email, confirming that you wish to cancel your contract. We will then forward this to the insurer and send you a confirmation once they have confirmed your cancellation.

  16. How do I act in case of an emergency?

    During business hours, you can contact ASN directly. The offices are open from 8.00 AM to 5.00PM (CET). For emergencies outside of business hours, please refer to the reverse side of your insurance card for contact details. All insurance providers will have a multilingual support line that you can call in case of an emergency.

  17. How Can I Upgrade My Policy?

    In general, an upgrade is only possible with a health declaration; however, this can vary depending on the insurance provider. The reason for this is that the provider wants to make sure that the upgrade does not coincide with a treatment that is already planned, for which you have no or insufficient coverage in your current policy.

  18. How can I access the online portal?

    When your policy is established, you will receive an email from the insurance provider explaining the login procedure and details. You can access the online portal at any time and from anywhere in the world.
    You can view and download all of your policy documents, including your certificate of insurance and any form you may need.


  19. How Long Does It Take for a Claim to be Processed?

    The time required for a claim to be successfully processed depends on the information provided. If this information is complete and accurate, then the following expected wait times will apply:

    Bupa Global between 4 to 7 workdays
    Cigna between 4 to 7 workdays
    Now Health between 4 to 7 workdays

  20. Will I Receive a New Insurance Card for the Coming Insurance Year?

    It depends on your insurance provider. Now Health, A+ and Morgan Price send you a new insurance card every year. With other providers, you will receive a card when you first become a member, but may not receive a new card annually. You will only receive a new member ID card if you switch plans or if your plan's benefits change significantly.

    If your insurance card has an expiry date, you will receive a new card accordingly.


Do you still feel lost in this insurance jungle? Get in touch with us between 8.00 AM and 17.00 PM at +41 (0)43 399 89 63

We are happy to help you!