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Claims

Claiming should be the easiest part of insurance

Clear steps, a short document list and published timelines — so your team knows exactly what to expect.

How to submit a claim

  1. 1
    Step 1

    Notify us

    Call, email or message our claims team as soon as the treatment or event happens. Early notice keeps everything moving.

  2. 2
    Step 2

    Complete the claim form

    Download the medical or life claim form, or ask HR for a copy. The treating doctor completes the clinical section.

  3. 3
    Step 3

    Attach your documents

    Gather receipts, reports and identification. Clear phone photos are accepted for medical reimbursements.

  4. 4
    Step 4

    Submit

    Send everything by email, through your HR portal, or hand it in at our Monrovia office.

  5. 5
    Step 5

    Assessment

    We check cover, limits and documentation, and contact you within two working days if anything is missing.

  6. 6
    Step 6

    Payment

    Approved medical reimbursements are paid within 5 working days; life claims within 10 working days of complete documents.

Documents needed

  • • Completed and signed claim form
  • • Copy of the member's digital or physical card
  • • Valid identification of the member or claimant
  • • Original invoices and payment receipts
  • • Medical report, prescriptions and test results
  • • Bank details for reimbursement

Medical claims

Made when a member receives treatment. Inside the network there is usually nothing to claim — the hospital bills us. Outside the network, the member pays first and is reimbursed against receipts, up to their benefit class limits.

Typical turnaround: 5 working days after complete documents.

Life claims

Made when an employee passes away or becomes permanently disabled. The employer notifies us, and the benefit is paid to the named beneficiaries or the employee.

Additional documents: death or medical certificate, beneficiary identification and employer confirmation.

Check your claim status

Have your claim reference ready and our team will update you the same day.

Check Claim Status

Claims FAQ

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