Our Claims Administrator aims to pay eligible claims directly to the health care providers wherever possible, however the process is not the same in all countries.
For example, while most hospitals in the U.S. will bill our Claims Department directly, in Mexico the process often varies. Private hospitals in Mexico will take a deposit on a credit card from the insured when they first arrive at the hospital. The deposit varies but is usually the ER costs and one night hospital fees - anywhere from $2,000 USD to $5,000 USD. If the patient does not have a credit card or enough cash to cover the deposit then the hospital will call us immediately to request a 'Guarantee of Payment' (GOP). If the claim is not payable then our Claims Administrator cannot send a GOP. If the patient cannot cover the cost, the private hospital will transfer the patient to a public/government hospital for treatment as costs are minimal.
Hospitals in the UK, Europe, Australia, New Zealand will bill us directly and will accept a Confirmation of Coverage Letter.
In any case, travellers are advised to contact our claims administrator as soon as possible when they become aware of a potential claims situation to obtain clear & specific directions on how to proceed.