You can check your claim status at any time under the Claims tab in your account, where each claim shows a status label such as In review, Action needed, Approved, Not covered, or Paid out. Opening a claim shows a detailed timeline with 6 possible steps: submission, initial review, assessment, on hold, resolution, and payment. You'll also receive an email whenever there's an update to your claim. Expat health insurance claims are usually processed within 4 weeks, and in some cases up to 6 weeks.
How long does it take to process an expat health insurance claim?
We usually process expat health insurance claims within 4 weeks, and in some cases up to 6 weeks. Processing time depends on the complexity of the claim and whether all required documents were submitted upfront. You'll receive an email when your claim has been reviewed and a decision has been made.
How can I check the status of my claim?
Go to the Claims tab in your account to see a list of all your claims. Each claim shows a status label next to it.
Select a specific claim to open a detailed view with a timeline showing which step of the review process the claim is currently in.
You'll also receive an email whenever there's an update to your claim.
What do the claim status labels mean?
Your claims list shows one of the following status labels for each claim:
In review: the claims team is actively processing your claim, from initial review through assessment.
Action needed: the claims team needs more information from you before they can continue processing your claim.
Approved: your claim was approved at the resolution step. Depending on your plan, a payment may follow.
Not covered: your claim isn't eligible for coverage. We'll attach a document that explains why. You can contact our support team for more assistance or additional resources.
Paid out: your payment has been set for transfer, and you should receive it within 7 business days.
What are the steps in the claim review process?
When you open a claim, a timeline shows where your claim is in the review process:
Submission: you've submitted your claim, typically along with an invoice or receipt.
Initial review: the claims team has started reviewing your claim.
Assessment or on hold: if you submitted all the required documents, the claims team now assesses your claim. But if they need more information from you, your claim moves to on hold instead until you provide it.
Resolution: the claims team decides whether your claim is approved or denied. If your claim isn't covered, we'll attach a document that explains why.
Payment: if your claim is approved and your plan includes a payment for it, the payment is set for transfer, and you should receive it within 7 business days.
