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FAQ
Answer: Where We can provide medical assistance?
Question: We provide full complex of medical assistance in Russia, Ukraine, CIS and all over the World.
Answer: I was travelling abroad and received medical care through my assistance company. I made no payments, but after a while I received a letter of an unpaid bill at my home address. What am I supposed to do?
Question: This situation is possible either by the hospital mistake or as a result of your failure to apply for your medical service rendered to your assistance company. In any case, do not hesitate to contact us at any time and we will happy to help you sort out your problem.
Answer: Where and how should I apply for reimbursement of medical expenses?
Question: Your insurance policy must contain the contact details of your underwriter in addition to toll-free numbers of your alarm-center. For any reimbursement issues you may request for your underwriter directly upon your return from the trip. If you fail to find underwriter’s contacts, do not hesitate to contact us for any queries.
Answer: I do not have money to cover medical expenses, while I am told to pay up. What am I supposed to do?
Question: Taking into consideration the legislation, you may not be forced to stay at hospital after discharge. You may ask them to send original copies of any outstanding bills and a discharge summary to your home address or give them out to you or forward them to your underwriter for further payment. However, such situations are rather uncommon in reality.
Answer: My policy has no mention of a deductible, however, I was asked to pay up my treatment. Why?
Question: Some medical facilities do not co-operate with foreign underwriters. They ask to pay up medical expenses and give out documents for your reimbursement. We certainly endeavor to give a medical referral in which you are admitted with no requests for immediate payment. But sometimes local features or specific situation do not allow for it. Besides, if your medical problem does not fall under the “insurance event”, you will have to bear your charges on your own.
Answer: I applied for medical assistance by the insurance policy and was forced to pay. Why? What does deductible (excess) mean?
Question: Perhaps, a “deductible” is required by the terms of your policy – an amount of expenses to be paid by the policyholder. If the deductible amount is exceeded by the medical expenses and the case is acknowledged as an insurance event, your expenses may be fully refunded by the underwriter (unconditional deductible) or with deductible amount (conditional deductible). Purchase of an insurance policy with deductible allows to reduce its cost. If there is an option of purchasing of an insurance policy either with or without a deductible, a policy with a deductible is cheaper. However, you have to take in charge a part of medical expenses in the amount specified in the insurance agreement (insurance policy) on your behalf.
Answer: How can I receive reimbursement for the telephone calls?
Question: Please, contact your telephone operator and ask for a detailed bill for the period of your stay abroad to be refunded by the insurance company for telephone communications.
Answer: Are phone calls with an assistance coordinator refundable?
Question: It mainly depends on the terms of your policy, but the first call is usually refunded by your underwriter. Besides, there are toll-free telephone lines in some countries which you can utilize to communicate with your assistance company. These numbers must be also included in your insurance policy.
Answer: Can I continue treatment in the country of my permanent residence according to the policy terms and conditions I had bought if the event occurred abroad?
Question: Your policy is valid until you enter the territory of your home country. If you do not have a voluntary medical insurance policy of this company, you will not be eligible to apply by the same insurance policy at home.
Answer: How many times may I apply for assistance by my insurance policy?
Question: You may apply for assistance as the health problems appear during the trip; however, your visits must be urgent. If you have to stay abroad after the policy expiration due to the health problem, the underwriter, as a rule, continues fulfilling its obligations following the terms and conditions of your policy, if you managed to apply for medical assistance whilst being eligible.
Answer: I know the Doctor I would like to be examined. May I disregard a medical referral given by an assistance coordinator?
Question: If you want to be sure that costs for your treatment are reimbursed by your underwriter, you should follow assistance coordinator’s recommendations.
Answer: What am I supposed to do in case of emergency medical care?
Question: If you are reluctant or can’t wait for your assistance company to arrange a doctor’s advice, you may call for a local ground ambulance. The list of the phone numbers is given here, and it is the fastest option of getting medical care. Please be aware that all phone numbers given here must be dialed from the local telephones.
Answer: I felt bad whilst staying abroad. Where should I turn for medical care?
Question: The insurance policy you bought for the period of your stay abroad has a toll-free number of your service company. Dial it to obtain skilled and adequate medical assistance.
Failed to find the answer to your question? Ask a specialist via e-mail info@ap-companies.ru or emergency form.
Some rules of communication in case of an insurance event:
Please, read your policy attentively. The survey shows that 80% of claims occur because policy terms are never read by the policyholder upon its signing, while the people responsible for the trip arrangement are not aware of what should be brought to the policyholder’s attention.
Always consult your assistance company. In case of an insurance event, please, try to inform us as soon as possible. Please be aware that the option suggested by an assistance coordinator is the most reliable in terms of quality and promptness of assistance. It is better to spend 2 extra minutes on the talk with the coordinator than face problems you were never warned about.
Please be aware: if you do not follow any coordinator’s guidelines, the underwriter may be released from any responsibility for the insurance event.