When submitting claims for your expat health policy, there may be occasions where we need to obtain additional information from you in order to review and process your claim. Below we will clarify why you may be asked for more information and what information we typically require.
Why am I being asked for more information?
There are different reasons why you may be asked for more information, but typically the most common reasons are:
1) There is missing documentation for your claim
2) We need to check if the claimed event is within the scope of the expat coverage (as expat health is new illness/injury cover, it excludes cover for pre-existing complaints or routine check ups without symptoms).
What documentation do I need to provide?
Outpatient Appointments:
Please submit invoices that include your diagnosis and an individual breakdown of the costs of all the services provided. The breakdown of each service and cost should look something like the images below.
Hospital visits (including inpatient stays):
Please await the final invoice which should be sent to you after your hospital visit. Sometimes hospitals ask for a pre-payment or initial payment, but this is not always the final amount, therefore we require the invoice that is sent to you after treatment as this will have the final breakdown of the treatment and costs. You can read more about this in our hospital FAQ.
Medication:
If medication has been prescribed for you, please attach the prescription provided by your treating doctor as well as the receipt for the payment of the medication from the pharmacy (or 'Apotheke' in German).
Referrals:
A referral for a medical doctor is not required, including specialists, however you can include this if you wish. However, please note that for aids and physical therapy coverage, a referral from a medical doctor is required. Please obtain a referral and add this when submitting any claims for physical therapy.
Which documents are not accepted for my claims?
The following documents cannot be accepted for your claim:
Invoices without diagnostic information or breakdown of individual costs (eg just a flat rate of 200 euros has been listed but no information about the treatment/service provided)
Cost estimates (Kostenvorschlag)
Pre-payments (Vorauszahlung)
Payment reminders
Payment receipts on their own (you will need to include the invoice and/or prescription also)
Invoices from non-medical practitioners (eg acupuncturist)
I have also been asked to fill out a form:
If you have been asked to fill out a form, please provide as much detail as you can and send it back to us.
For a smooth, digital experience, consider using DocHub.
If certain questions aren't relevant to you, simply answer with N/A.
I have obtained the relevant missing information - what's next?
1) Log in to your Feather account
2) Click on your expat health policy
3) Go to your claims
4) Click on the claim with missing information
5) Upload your additional documentation and confirm
We will then send this off for review and processing, and you will be notified via email with further updates.
If you have any further questions, please reach out to our team via our support page.