Claims Information

Outside the USA

To find a hospital, access the Allianz Health Hub or call the International Service Centre +1 (877) 499-4809.

You are free to seek treatment from any hospital or doctor. Allianz has a network of international facilities that have already agreed to receive a direct pay-
ment from Allianz for your medical treatment.

If you are not seeking treatment at one of these facilities, it is still usually possible for Allianz to arrange a direct payment for you when the cost of treatment
is over US$1,000. If you need to have Allianz make a direct payment for you, please follow the pre-authorization process below.

Inside the USA

Allianz uses Global Excel to provide member services via the Aetna Preferred Provider Organization (PPO).

Please use the Aetna network unless it is an emergency.

Before treatment, call ahead to Global Excel Member Services when possible +1 (800) 541-1983. They can help arrange direct payments, find a suitable provider, and follow up on all queries regarding US treatment.

If you have an e-card with the Aetna logo, show it to the treatment center for direct billing.

To receive reimbursement in a US bank account, your bank must allow ACH payments.

Most US claims are paid by the insurer direct to your medical provider. Please provide the following details to your medical provider for US Provider Claims:

Aetna
PO Box 981543
El Paso, TX 79998-1543
Electronic claims payer ID 60054
US providers can contact: 1-800-414-0596. This number is for US providers only and is answered by an Aetna Provider Services agent.

Prescription Drugs
If you have an e-card with the CVS Caremark logo, you can purchase your medication at CVS at a discount.
Talent Trust also recommends costplusdrugs.com to source your medication where it is available.
You may need to pay and claim for prescription drugs.

Definition: Outpatient treatment is treatment received in a doctor’s office and does not require admission to a hospital bed.

Outside the USA

Please settle your bills first and then submit your claim documents (i.e., completed claim form receipts, invoices, copies of any investigation report and phar-
macy prescription (if applicable) to the Allianz Claims Team by scanning and e-mailing your documents to claims@talent-trust.com. You may also use a smartphone to take a photo of the documents.

Direct billing can be arranged if your outpatient treatment is going to cost more than US$1,000.

Inside the USA

In the USA, as long as you choose a preferred provider and show your membership card, they will arrange direct-settlement for your eligible bills.

Please bring your membership card to your appointment so the service provider can contact Allianz concerning the billing or pre-authorization for out-patient treatment estimated to exceed US$1,000.

Please keep claims@talent-trust.com informed so we can help you too.

What is Pre-approval?

Certain treatments require you to get pre-approval by requiring you to submit a Treatment Guarantee (Pre-approval) Form in advance. Pre-approval may also be known as pre-authorisation or prior authorisation, by some medical providers.

Following approval, cover for these required treatments or costs can then be guaranteed.

Which Treatments Require Pre-approval?

Pre-approval may be required for some benefits. These are mostly in-patient and high-cost treatments and, depending on your plan, can include the following:

• All in-patient treatments
• Day-care treatment
• Out-patient surgery
• PET and CT-PET scans
• Nursing at home or in a convalescent home
• Routine maternity, complications of pregnancy and childbirth
• Oncology
• Kidney dialysis
• Occupational therapy
• Rehabilitation treatment
• Medical evacuation or repatriation
• Repatriation of mortal remains
• Expenses for one person accompanying an evacuated/repatriated person
• Palliative care and long term care

The pre-approval process helps to assess each case, organise everything with the hospital before your arrival and make direct payment of your hospital bill easier, where possible.

How does the Pre-approval Process Work?

1. First, check if your plan covers the treatment you are seeking. Your Table of Benefits will confirm which benefits are available to you. You can access your Table of Benefits via MyHealth Digital Services. Simply login via browser or use the MyHealth app and click on “My Benefits”. Your Table of Benefits will also confirm which treatments require our pre-approval.

2. Download a Treatment Guarantee (Pre-approval) Form (available here). The form must be fully completed by you and your physician.

3. Send the completed form to us for approval at least 5 working days before your planned treatment to tt.medical@allianz.com

4. Allianz will respond within 24 hours of receiving a fully completed form.

5. Allianz then contacts your medical provider directly to arrange settlement of your bills.

When receiving treatment in the US, simply show your membership card to the medical provider and make sure to check if the provider has your most up to date policy details on their file. The provider will contact us to sort any paperwork related to your treatment. Make sure you attend a network provider, where we can pay your medical bills directly.

Do I Need Pre-approval in Emergency Situations?

In case of emergencies, immediately get the emergency treatment you need. Call the Allianz 24/7 Helpline +353 1907 5903 or +1 (877) 499-4809 if you need advice or sup-
port.

If you are hospitalised, either you, your doctor, one of your dependants or a colleague needs to call the Allianz 24/7 Helpline within 48 hours of the emergency to inform us of the hospitalisation. Allianz can take Treatment Guarantee Form details over the phone when you call us. However, coverage for emergency medical costs are subject to the terms of your health plan.

What are the Benefits of Pre-approval?

The pre-approval process gives us the opportunity to assess whether a treatment recommended to you is medically necessary, and at a reasonable cost.

Preapproval also:

• Ensures your planned treatment is covered under your plan. In the case of an evacuation/repatriation, we will organise and co-ordinate this on your behalf – so you can focus on getting better.
• Keeps out-of-pocket expenses in check. In many cases, we’ll be able to settle your bill directly with the provider

Why is Pre-approval Necessary?

It is important that you submit a Treatment Guarantee (Pre-approval) Form where required, prior to treatment, as we reserve the right to decline a claim or apply a penalty if this process is not followed.

It’s always a good idea to double check your benefits before receiving any non-emergency medical care, to ensure that you know your plan’s pre-approval requirements. If you are in doubt, contact us in advance of obtaining your treatment.

Please settle your bills first and then submit your completed claims form, receipts, invoices, copies of any investigation report and pharmacy prescription (if applicable) to Talent Trust by emailing to claims@talent-trust.com. You may also use a smartphone to take a photo of the documents.

It is rarely necessary for you to submit your original documents by post, but it is recommended that you keep them until your claim is settled. Please comply with the following guidelines when submitting prepaid claims for reimbursement:

1. Attachments must be readable. Our recommended file formats are PDF, JPG or JPEG.

2. Please do not submit claims for more than 1 condition or person in a single email. If you have multiple claims, please put these in separate emails.

3. The maximum size for a single email with attachments should not be larger than 8 MB.

4. To ensure prompt reimbursement of eligible prepaid claims, please ensure that you submit all necessary claim documents for processing.

Travel Claims (Non-medical)

Please fill out only the relevant sections of the Travel Claim Form and ensure all necessary supporting information is attached …

1. Travel tickets (used or unused).

2. Travel agents’ invoice.

3. Proof of withdrawal for Money/foreign currency claim.

4. Traveller’s checks should be refunded by the issuing office, if not, provide evidence as to why they will not provide a refund.

5. Policy report – showing time and date of loss within 24 hours of loss (money/theft/loss claims).

6. Documentation of carrier’s rejection of claim and proof of luggage weight (Baggage claims)

7. Tradesman’s invoice for cost of repair and detail of repair, invoice for replacement item (if applies).

8. Ticket/accommodation receipts for additional expense (Cancellation/curtailment claims).

9. Hospital Discharge summary (Medical/Hospital claims).

10. Carrier report, police report, public transport report showing reason and length of delay.

11. Please complete the Payment Instructions section of Travel Claim form.

Email claims forms to: claims@talent-trust.com
All treatment in the USA must be received at a Preferred Provider Organization (PPO) unless it is an emergency.