FAQ

What is the misconception about Medical Assistance?

The Medical Assistance Service is not a rescue 911 program. Medical evacuation is an assistance to transfer a patient from an inadequate medical facility to the nearest adequate medical facility, and not directly from the site of incident.

What is the assistance rendered under the Medical Assistance?

Assistance rendered are based on doctor’s recommendation according to patient’s medical condition and not what the patient or family members want. 

Is it the Insured’s responsibility to collect his/her medical records?

Yes. Asia Assistance will work with Insured to collect the relevant medical records and transmit them to the Clinical Committee. 

Is the treatment recommended in SMO report covered under the insurance?

Not all services and care suggested in the SMO report is covered under Insured’s health benefit plan. It is important that the Insured read and understand the exclusions in the policy.

What is the next step after receiving the SMO report?

Insured should discuss the SMO report’s recommendations with his/her doctor. The information contained in the report often provides important peace-of-mind to patients and their families. It may even lead to the pursuit of a new treatment plan administered locally.

What are the documents I should submit for Specialist visits/Dental/Optical/Annual Health Screening reimbursement?

You will be required to submit your Mediclinic reimbursement form complete with your diagnosis, referral letter from GP doctor (1st visit) or appointment card (follow up visit), original receipt and original bills (with breakdown of the bill) to Mediclinic.

What are the documents I should submit for non-panel GP visits reimbursement?

You will be required to submit your Mediclinic reimbursement form complete with your diagnosis, original receipt and original bills (with breakdown of the bill) to Mediclinic.

When will Insured receive the SMO report?

Typically, Insured will receive the written report within 14 working days after all complete medical records have been received by the Clinical Committee.

Who will select the specialist?

The Clinical Committee (arranged through Asia Assistance) will study the case and select the international specialists most suited to it. 

When should the Insured consider seeking a Second Medical Opinion?

When Insured has been diagnosed with a critical illness, the feelings of concern and anxiety can be overwhelming. The necessity for an SMO can best be determined through an open discussion between his/her physician and family members. It offers Insured access to information to help guide Insured and his/her physician when making critical decisions of the health. 

Where should I send in my claim submission?

Kindly send in your complete documents to mcl.claims@asia-assistance.com.

If I have any question about my clinic visit, where should I direct my question to?

Please send in your general enquiry to mediclinic@asia-assistance.com. We are more than happy to assist.

How can I locate the nearest panel clinic?

Please click on Easy Locator to locate the nearest panel clinic. Or, members can also contact Mediclinic to locate the nearest panel clinic to you.

What are the documents I should submit to the insurer for reimbursement?

You will be required to submit your claim form, medical reports, test/lab reports, original receipt and original bills to the insurer.

What are the common reasons for reimbursement?

When it is a non panel hospitalization including government and semi-government hospitals, receive outpatient treatments including emergency ward visits, pre & post hospitalization treatments and non-guaranteed cases / amounts are the common reasons for reimbursement.

What if I misplaced my medical card?

Please report to HR for any card loss. A replacement fee may be charged. Should you require a GL pending receipt of your medical card, please contact Asia Assistance for assistance. Otherwise, please pay and file for reimbursement.

What if my plan limits are insufficient?

You will be required to pay for any charges in excess of limits or any items excluded from your plan coverage.

What if I have another insurance coverage or if some other party covers my medical claims?

You may only activate one medical card at a time and submit for reimbursement the amounts not payable by the first insurer / party against the second insurer / party. A certified true copy of all claim's documents and a confirmation of liability by the first insurer / party will have to be submitted to the second insurer / party for reimbursement consideration.