Individual Policy FAQs

Frequently asked questions by individual policyholders

You can find the answers to our most frequently asked questions below. If you have further questions, please do not hesitate to contact us.

How do I apply for cover with Allianz Worldwide Care?
If you are an individual looking for international health insurance for you and your dependants, please go to Allianz Downloads Section on the Allianz section of our website. Alternatively, contact us and we will guide you through the process.

How do I arrange direct settlement for planned in-patient treatment?
You will need to submit a Treatment Guarantee Form in advance of treatment. Provided that the treatment you are seeking is covered under your plan, Allianz will confirm the medical necessity of your treatment and appropriateness of the costs and where possible, arrange for direct settlement.

By following the treatment guarantee process, Allianz can ensure that your treatment will be free from financial worries, allowing you to concentrate on getting better.

If I have to make a claim for eligible out-patient treatment, how quickly would I be reimbursed?
Provided the fully completed Claim Form is submitted with all original documentation, invoices and receipts within 6 months after the end of the insurance year, Allianz Worldwide Care will process the claim within 48 hours. You will then receive a confirmation email (if an email address has been provided to us), a settlement letter and statement of accounts which details the status of the claim. Payment will follow directly from Citibank, Allianz payment partner.

In which countries can I receive treatment?
Where the necessary medical treatment for which you are covered is not available locally, you can avail of treatment in any country within your area of cover. In order to seek reimbursement for medical treatment and travel expenses incurred, you will need to submit a Treatment Guarantee Form for approval prior to travel.

Where the necessary medical treatment for which you are covered is available locally but you choose to travel to another country within your area of cover for treatment, Allianz will reimburse all eligible costs incurred within the terms of your plan, however, Allianz will not pay for travel expenses incurred.

What do I do in an emergency?
In an emergency, always seek medical care immediately. Where possible you should contact the Allianz Worldwide Care Helpline within 48 hours of the emergency event.

What happens if I don't pay my premiums when due?
Allianz will cancel the policy where you have not paid the full premium when due. They shall notify you of this cancellation and the contract shall be deemed cancelled from the premium due date. However, if the premium is paid within 30 days after due date, they will reinstate your insurance cover and pay any claims which occurred during the period of cancellation. However, if the outstanding premium is only paid after this 30-day limit, you must complete an individual health declaration form before your policy can be re-instated.

What happens if I return to my home country?
If you return to your home country to make it your principal country of residence, your policy can continue as long as your home country is within your area of cover. Please note that cover in some countries is subject to legal restrictions, particularly for nationals of that country. It is your responsibility to ensure that your health insurance cover is legally appropriate and Allianz would recommend that you seek independent legal advice in this regard.

What if I change my address?
Any change in your home or business address should be communicated to Allianz as soon as possible. This information will help then to keep in contact with you.

What if I have a concern or complaint?
The Allianz Worldwide Care Helpline is always the first number to call if you have any comments or complaints. Please call their Helpline or write to Allianz at:

Allianz Worldwide Care
18B Beckett Way
Park West Business Campus
Nangor Road
Dublin 12
Ireland

If they have been unable to resolve the problem to your satisfaction and you wish to take your complaint further, Individual Members can refer their complaint to the Irish Financial Services Ombudsman.

The Financial Services Ombudsman is a statutory official who acts as an impartial arbiter of unresolved disputes that customers and small business may have with financial services providers.

Financial Services Ombudsman
3rd Floor, Lincoln House
Lincoln Place
Dublin 2
Ireland

Tel: + 353 1 662 0899
Fax: + 353 1 662 0890
Email: enquiries@financialombudsman.ie
www.financialombudsman.ie

When can I make changes to my payment terms?
Changes in payment terms (e.g. method or frequency) can only be made at policy renewal. You will need to provide Allianz with written instructions 30 days prior to your renewal date.

Where do I get more copies of the Treatment Guarantee and Claim Forms?
Treatment Guarantee and Claim Forms are available to download from the Allianz Downloads Section in this website.

To learn more about Allianz Worldwide Care, click on the link www.allianzworldwidecare.com