When unexpected medical expenses arise, dealing with reimbursement shouldn’t add to the stress. That’s why we’ve made our claims process simple, efficient, and seamless, with clear guidance designed around your specific situation.
With just a few easy steps, you can submit your reimbursement request quickly and hassle-free, and our dedicated team will take care of the rest, reviewing your claim and handling every detail with care and patience.
With transparent management and ongoing support, we ensure a smooth experience so you can focus on what matters most: your health and recovery.
The below information outlines the requirements and procedures for submitting medical treatment claims through the Global Health Client Portal.
Claims requirements:
Coverage is subject to confirmation of medical necessity and may vary depending on your policy terms and conditions.
Pre-authorisation:
Some treatments require pre-authorisation. Check the requirements section below for specific treatments.
Additional documentation may be requested where necessary.
General requirements
The documents we need depend on the amount of your treatment:
Treatment under €2,000
Treatment over €2,000
Please provide:
✔A medical report
✔A detailed invoice with the medical services and treatment information (stamp and signature of the provider)
✔The invoice should ideally include the healthcare provider’s name and function, the patient’s details (full name, date of birth, contract reference, etc…), and the medical diagnosis.
Please provide:
✔A cost estimate
✔A medical report
✔Date of the treatment
✔Contact details of the medical provider (postal and email addresses).
If you contact us in advance, we are able to offer you the possibility to cover the cost directly with the provider (this also applies to inpatient stays).
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For orthodontics, psychological or psychotherapeutic treatments, fertility treatments, a pre authorisation is needed. Further information can be found in the section below.
Please note: You can always obtain a diagnosis from a doctor. In line with the Terms and Conditions, we need this information to process your case. For contracts issued based on a medical questionnaire, we may also request additional details about your medical history to assess whether your claim is covered under your contract.
We also offer a direct payment service, which is generally available for eligible medical expenses exceeding €500 and remains subject to approval and policy terms and conditions.
Additional requirements by treatment type
Select the treatment that applies to your situation:
Outpatient Treatments
Dental Treatments
Inpatient Treatments
Physiotherapy, Psychotherapy, Speech Therapy and Occupational Therapy
To assess these benefits, we require the following:
✔A valid medical doctor’s prescription with the following:
•The diagnosis
•The frequency and duration of treatment (recommended number of sessions).
✔A treatment plan from the therapist outlining the following:
•The relevant medical evaluation (i.e. for physiotherapy, psychotherapy, speech or occupational therapy)
•Long-term and short-term goals that are specific, quantifiable, and objective
•A reasonable estimate of when the goals will be reached
•The specific treatment techniques and/or exercises to be used in the treatment
•A detailed cost estimate.
Infertility treatment
To assess this treatment, a detailed medical report is required which includes the following information:
✔The diagnosis
✔The medical history (anamnesis)
✔The tests performed with the corresponding results
✔A summary of the previous attempts at fertility treatment and the results
✔A treatment plan and the probable success rate
✔A prognosis
✔Copies of the two most recent semen analyses
✔Copies of the most recent blood tests for each partner.
Certain eligibility criteria may apply. Please refer to the conditions for further information.
For these procedures, the following information is required:
✔A medical report detailing the diagnosis
✔A copy of the latest x-ray
✔Intra-oral photos (if available)
✔A treatment plan with a cost estimate.
Orthodontic treatment
The following information is required:
✔A medical report that details the classification of the malocclusion
✔A copy of the latest x-ray
✔Intra-oral photos (if available)
✔A treatment plan with a cost estimate.
For all planned inpatient treatments or procedures, we require a medical report and a cost estimate signed and stamped by the treating doctor or surgeon.
The medical report should include the following information:
✔A diagnosis
✔A description of the symptoms
✔Full details of the proposed treatments to be undertaken, including all medical or surgical procedures to be carried out during the hospitalisation
✔Details of any previous treatment carried out relating to the condition, including details of any previous surgical procedures and hospitalisations.
The inpatient treatment cost estimate should include the following:
✔A detailed breakdown of the hospital fees, which should include, if applicable, the costs for the hospital room, along with care costs, operating theatre costs, pharmacy costs, and so on
✔A detailed cost estimate for the doctors’ fees, including those for the surgeon, anaesthetist, assistant doctor, and so on if applicable.
STEP-BY-STEP claim GUIDE
How is my claim treated?
Your invoice is processed
Our team reviews your request. This step takes around 5-7 working days.
Get a notification
You will receive a message in your client portal informing you of the process.
Receive your reimbursement
The reimbursement period can depend on the bank and country (it may take 10 working days).
Your insurance questions answered
or you can pick a topic below that matches your questions.
Frequently asked questions
You and any other person insured under your policy may submit a claim for medically necessary treatment required due to illness or accident, referred to as an “insured event”. An insured event must occur during the period of cover of your policy.
Depending on your individual policy and plan type, your policy may include cover for inpatient, outpatient, dental, and emergency treatments. As coverage varies by plan type, please refer to your General Conditions of Insurance (GCI) and your Scope of Benefits for full details of your cover.
To ensure your claims are settled as quickly as possible, we recommend that you submit your claim through your Global Health client portal. This portal allows you to send all your documentation in a secure and convenient way.
If you need assistance when making a claim, or if you would like to find an approved medical provider anywhere in the world, you can find the contact details of your local Global Health office on your service card. Our network is available worldwide and provides a comprehensive range of health insurance services.
In the event of a serious accident or emergency, or for acute hospitalisations, you can contact us 24 hours a day, seven days a week for support. The emergency contact details are clearly stated on your Global Health Service Card, as on the sample card below.
All requests for emergency treatment or assistance are of course treated as urgent, with coverages confirmed and medically necessary services organised as quickly as possible.
All insured persons are free to choose from any doctor and dentist licensed to provide medical or dental treatment in the country in which the treatment is provided. This is subject to the geographical limits of your policy as selected. Please refer to your policy GCIs for further information on this.
If you need support in finding a hospital or medical provider for treatment, we will be able to recommend an approved provider in our network. Simply use the search tool available in your Global Health client portal, or contact us and we will provide any information you may require.
The coverage under your policy is fully detailed in your policy documents. You should check carefully your Scope of Benefits in order to determine the extent of the medical or dental treatments for which you are covered.
Depending on your chosen plan type, some benefits may be limited in terms of the amounts that can be reimbursed.
There may be a deductible on your policy, which means you must pay a specified amount yourself before the coverage begins. Waiting periods may also apply for certain benefits, which means you cannot claim for these benefits within a specified time period after the policy starts. You can find all this information in your policy documents.
In order to be eligible for coverage under your policy, medical or dental treatments must be medically necessary, as defined under your policy GCIs.
We will evaluate medical necessity in accordance with the latest medical standards, taking into account for each respective condition what is considered to be the most customary and generally accepted conventional medical treatment. In some cases, medical necessity may not be determined solely through the recommendation of an individual doctor. Cosmetic or experimental procedures or treatments are also not generally regarded as medically necessary.
Fees for medical and dental treatments, and for the services of other therapists, must be considered reasonable according to the customary rate of fees typical for the country in question (e.g. under an official schedule of doctors’ fees).
Eligibility for payment of a claim will be determined as part of our claims assessment process. During this process, we may request supporting documents and additional information necessary to assess the claim and verify coverage under the policy.
As a general rule, we will require information from the medical practitioners involved to support a claim for medical or dental benefits. This must at least include a description of the treatment provided, along with a diagnosis of your condition or a description of your symptoms. Additional information or requirements may be necessary depending on the type of claim involved.
We recommend that you submit your claim directly through the Global Health client portal, where you can follow the guided claims process. This will prompt you to provide all the necessary information to be advised of any other requirements necessary to proceed with your claim once your submission has been received.
All medical invoices submitted to us for reimbursement must meet the standard minimum legal requirements in the respective country in terms of form and content. We always accept digital copies of invoices, however please keep the originals as we reserve the right to request these.
All invoices should contain the following information:
The first name, family name and date of birth of the insured person
A diagnosis of the illness, or otherwise a description of the symptoms by the doctor
Details of each individual medical service rendered, with the corresponding treatment date and unit price
For dental treatments, the invoice must specify which teeth have been treated or replaced and what services have been rendered in each case
All non-electronic invoices need to be stamped and signed by the medical provider.
Please note also the following:
All documents or invoices should preferably be issued in English, German, French, or Spanish, should use Arabic numerals and Latin characters (1, 2, 3 … a, b, c …) and should quote the relevant International Classification of Diseases (ICD) diagnosis codes (ICD-9 or ICD-10).
Prescriptions for medication must specify the first name, family name and date of birth of the insured person, the drugs that have been prescribed, their price, and the receipt of payment. The corresponding doctor’s invoice is also required in order to reimburse prescriptions.
Invoices for therapies and therapeutic aids and appliances must be submitted with the corresponding prescription and doctor’s invoice.
The following diagram shows the basic steps in settling a claim under your Global Health policy.
If your claim is made prior to treatment
If your claim is made after treatment
“Cashless service” means you do not have to pay treatment costs directly to a medical provider. Instead, the costs are settled between the medical provider and Global Health after the treatment has been carried out. Usually claims for inpatient treatment or complicated outpatient or dental procedures can be settled this way. All claims processed by a cashless service method must be assessed prior to treatment under our normal claims procedures to determine eligibility for coverage.
Cashless service is only available with medical providers in our network, and in certain cases you may still be required by a medical provider to pay an initial deposit in advance, for example to reserve a hospital bed.
There are two different types of cashless service: Guarantees of Payment (GOPs) are only arranged for inpatient or day-care treatments or procedures. A GOP is an agreement between us and a medical provider to settle directly the costs of a specific set of procedures or treatments, and so is done on a case by case basis. GOPs are put in place after your planned treatments have been confirmed for coverage in advance by Global Health. While we are always willing to arrange a GOP for you, it will always be subject to the agreement of the medical provider.
Direct Billing arrangements meanwhile are standing agreements that exist between our partners and a medical provider. If a Direct Billing arrangement is in place, you can present your Service Card to the medical provider and you or any other insured person under the policy will be treated without having to pay at the time. Instead, the costs will be settled between the medical provider and Global Health afterwards, subject of course to these costs being eligible for coverage under your policy. Note that pre-authorisation will still be required for certain treatments or procedures, even if these are being carried out by a provider with whom we have a Direct Billing arrangement.
If you are due a reimbursement of medical expenses from Global Health, all payments will be made to your chosen bank account by electronic transfer. Provided your account can accept the payment, we can reimburse expenses to an account in almost every country worldwide. You can chose to be reimbursed in either the local currency in which you paid your expenses originally, or in any of the policy contractual currencies. Depending on where your bank account is, payments could take up to 15 working days to reach your account following approval of your claim.
While Global Health will never charge you for a reimbursement in a particular currency, and will never pass on any bank charges or currency exchange charges that we may incur, cross-border transfers can often draw fees from intermediary banks and in some cases from your own bank as well. These fees would be deducted from our claims payment amount by your bank and can be quite significant. Before nominating an account for reimbursement therefore, you should always first check with your bank to determine what charges they may apply. In order to avoid charges, we recommend that if you have an account in a major currency (such as EUR, GBP, USD or CHF) in a respective home state (e.g. a USD account in the USA, a GBP account in the UK) you always nominate this account for reimbursement. Charges also should not apply for any EUR accounts in the Single Euro Payments Area (SEPA) Zone.
Inpatient treatment is a medical or surgical hospitalisation lasting at least 24 hours in a public or private hospital or health facility following an illness or an accident. The costs for standard single rooms during hospitalisations may be covered. Please note that coverage for VIP or Deluxe hospital rooms cannot be offered.
All planned inpatient treatments or procedures must be pre-authorised by Global Health in advance. This is so we can assess and evaluate the cost and medical necessity of the planned treatment and whether it can be covered under your policy.
Requests for planned inpatient treatment must be advised to us at least one week in advance, or at the very least as soon as possible. Your policy must be in force at the time the treatment takes place and your premiums must be fully paid to date. Only the treatments or procedures that have been specifically evaluated and approved in advance will be subsequently covered by Global Health after they are carried out. It is important therefore that a full and complete disclosure of all planned treatment is made in advance. The treatment or procedure must also take place within 30 days of the pre-authorisation being confirmed by Global Health.
To request authorization for inpatient treatment, please submit a request via the Global Health client portal. We will then advise you of the next steps and any additional information required for assessment.
Outpatient treatment includes medical treatment provided in medical practices (e.g. by general medical practitioners), dental practices and health centers. It also includes external consultations and diagnostic services done on an outpatient basis in hospitals, such as pathology, MRI, CT scans and so on.
Generally, for this type of treatment, a medical provider will give you an invoice for the treatments or procedures carried out. You must therefore pay your provider for these invoices first and then submit your paid invoices to Global Health for reimbursement. This is known as “pay and claim”. Please note that reminder fees are not reimbursable. We also cannot process reimbursements on the basis of deposit payment receipts or statements of account. We also reserve the right to request actual proof of payment of any expenses.
To claim for a reimbursement of expenses, please submit a Claim with your medical provider via the Global Health client portal with your paid invoices. If we require any further information or documentation to assess your claim, we will advise you on receipt of your request.
Yes, as with planned inpatient treatment above, pre-authorisation will always be required for certain outpatient treatments or procedures. You must always inform us in advance if you plan to claim for any of the following:
Psychotherapy or psychiatric treatment
Infertility treatment
Speech therapy
Occupational therapy
Physiotherapy
Pre-authorisation is mandatory for the following treatments, and we therefore strongly recommend that you arrange it in advance:
Complex dental and dentures treatment
Orthodontic treatment
Unless pre-authorisation of these treatments or procedures is obtained, Global Health cannot guarantee coverage for them after they have commenced. Please see the inpatient section above for further rules on pre-authorisation of medical procedures.
For outpatient or dental treatments requiring pre-authorisation, please submit a request via the Global Health client portal. We will then advise you of the next steps and any additional requirements for assessment.
As we have comprehensive security measures in place, all personal information that is submitted to us during a claim, especially of a medical nature, will be absolutely secure with Global Health. Our Global Health client portal allows all information to be sent in a safe and secure way. If you have any queries or concerns at all in this matter, please contact us and we will be happy to discuss further with you.
If you have any questions on the information provided in this document, or indeed on any aspect of the claims process, please contact us using the details provided on your Service Card.
At Global Health, we’re committed to offering the best quality products and services to all our clients. Customer satisfaction is very important to us, therefore we’re always interested in hearing about your experience with Global Health and any suggestions you may have for how we may improve.
If you do have any comments or feedback for us, we would be pleased to hear from you. Our contact details are as follows:
