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How we pay your bills depends on the medical treatment you’re receiving.
If you’re admitted to hospital
Most hospital treatment you receive as an inpatient requires our pre-authorisation, so we’ll be in touch with the hospital and your treating doctor well before you’re admitted. We’ll pay your medical bills directly to the hospital, so you’re not out of pocket. If you have an excess on your policy, the hospital may ask you to pay it or we’ll ask you to pay it once you’ve been discharged from hospital.
There are some situations where we may not be able to settle your medical bills directly with the hospital. For instance, remote clinics in parts of Africa cannot handle international payments. In these cases, we’ll work with you and the hospital to find a way to settle the bills.
If you’re claiming for outpatient treatment
If you’re claiming for outpatient treatment (such as everyday medical costs, doctor visits, prescriptions), the easiest way is to pay the bills yourself and claim them back from us. This is known as ‘pay-and-claim’.
We can reimburse you with a payment to your credit card or with a bank transfer to your account. We can reimburse you in a currency other than the currency you pay your premiums in.
Certain types of outpatient treatment (e.g., mental health treatment, physiotherapy after your 6th session) need pre-authorisation from us.
Please visit our guide to making a claim for full information.
Here’s a quick guide on what to do if you need medical treatment, whether it’s a routine check-up with a doctor or you need emergency medical treatment.
Follow these steps to check whether you’re covered for a certain type of medical treatment. If you want to double check with us, we’re available by phone or email.
You can choose to have your medical treatment at any hospital or clinic within your coverage zone. We work a little differently from other insurance providers, who might tell you where you can and cannot have medical treatment. With William Russell, you can go to any hospital in any country that’s within the coverage zone stated on your certificate of insurance.
How you make a claim depends on what medical treatment you’re receiving. This guide covers how you claim for outpatient treatment (e.g., doctor visits) and how claim works when you’re admitted to hospital.
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