Q: Who provides Healthcare International's Emergency Assistance Service?

 A: Euro-Alarm, a first class assistance company, is the service provider of the plan.

Q: Can my family members be covered?

A:Yes, you may apply to include your spouse and unmarried children under 25 in full time education under your membership, for which the appropriate premium has been paid.

Q: What shall I do for my newborn to join the plan?

A: Newborns can be added to the policy from the date of birth provided notification of birth is received within 14 days; otherwise the addition will take effect from the date of notification.

Q: Will I be covered for any illnesses or injuries I have had before joining the Plan?

A: Yes, provided such conditions have been declared and accepted in writing by us. Please refer to your Certificate of Insurance to know whether specific exclusions apply to your Policy.

Q: How do I know that I am covered before receiving treatment?

A: It is advisable to contact the Claims Helpline to establish whether treatment is covered under your policy. Settlement can then be made directly to the hospital, which gives you the peace of mind of knowing that all of the costs will be met.

Q:Am I free to choose hospitals and medical practitioner?

A:You are free to use the hospital or the practitioner of your choice provided adequate and suitable treatment can be obtained. If you need us to assist us in finding a suitable hospital or practitioner, please call the Claims Helpline.

Q:Can I seek treatment anywhere in the world?

A: Yes. Whether you are travelling on holiday or business, you are covered worldwide. Cover outside your area of coverage is restricted to accidents provided you stayed less than 30 days outside of your area of coverage. Please refer to your Certificate of Insurance to know which area of coverage is applicable to your Policy.

Q:What should I do when I need medical transfer to a hospital?

A: Please call our 24 Hour Claim Helpline as soon as possible. We will then handle your request timely.

Q:How will I receive my reimbursement of claims made? Would I be paid in US dollar or EURO?

A: If you paid the costs at the time of receiving the treatment, you must submit a claim to us for reimbursement. Eligible expenses will be reimbursed to you via bank transfer either in USD or EURO.

Q:What Shall I do in case I lose my certificatE of Insurance or if I run off claim forms?

A:(1) Call us and we will reissue the Certificate of Insurance.
   (2) All the forms can be downloaded from our website:
         www.tplife.com/worldwidecare/downloads.htm
         Alternatively, you can call us. Our service
         hotline number is: +86-(0)21-95589

Q:What can I do with the medical card?

A:Your membership card is unique and ensure we can identify you. We recommend you to bear it at any time. You have to present your medical card and ID card for out-patient treatment at hospitals within our direct billing network. You will then have the 24/7 helpline number with you and it will also ensure first aid persons to contact us in case of a life-threatening situation.

Q:What shall I do at renewal?

A:If we receive the premium before or on the expiry date of the existing policy this Policy shall automatically renew for a further 12 months. The insurance benefits, exclusions and premium in the renewal policy will be the same as before. If you wish to change the level of cover, please let us know in advance which modifications are to be made.