How we support you

Our approach

A simple, transparent claims process, supported by trained teams and agents who are here to help.

When you make a claim

We assess and pay valid claims promptly, ask only for what's needed, keep you updated and explain decision clearly.

Timeliness

We handle each claim as soon as we receive it and will keep you informed of its progress. We deliver to the following service standards:.

Hospital Alliance Services (HAS)

• Admission Guarantee Letter Issuance 80% within 60 minutes, upon receiving complete documents.
• Discharge Guarantee Letter Issuance 80% within 120 minutes, upon receiving complete documents.

Life & Medical Reimbursement Claims

• Send acknowledgement receipt within 7 working days upon receiving of claim submission.
• Send acknowledgement receipt instantly upon receiving claims via E-Claim submission.
• Send request for additional documents within 14 working days upon receiving claim submission.
• Send claim decision in 14 working days upon receiving complete documents.