FAQ: Getting Treatment

Under our plans, normally our insured members are free to choose the medical provider they prefer, as far as this is within their selected area of cover.

However, different arrangements may apply depending on the type of plan available to you: for example, your policy may be linked to the use of a specific medical provider network. Please check your Table of Benefits and your Membership Card to confirm if any medical network applies to your policy. If your plan is linked to a specific medical network, for your convenience you will find a list of medical providers included in your network within your Membership Pack.

If your policy is not linked to the use of a medical network, then you can choose the medical provider that you prefer.

In this case, if you need help locating a provider in your area, you can use our International Healthcare Provider Finder available via our MyHealth Digital Services.

It will allow you to search for hospitals, clinics, doctors and specialists on a country by country basis, with the ability to narrow down the search to specific regions and cities. You can also search under Medical Practitioner categories e.g. Internal Medicine, as well as on Specialism e.g. General Surgery, Neurosurgery or Traumatology etc.

You are not restricted to using the providers listed in this directory: the medical providers are available in our directory for your convenience only and we do not recommend, endorse or sponsor them, nor does their inclusion in our directory implies that we have any agreements in place with them.

If your area of cover includes the USA and you are seeking a medical provider there, we recommend that you contact our third party administrator that we have appointed to administers your policy in the USA. Our third party administrator can assist you with locating a medical provider close to you and scheduling an appointment. The contact details of our third party administrator can be found on the back of your Membership Card.

Get the emergency treatment you need and call us if you need any advice or support.

Where possible you, your doctor or one of your dependants should contact our Helpline within 48 hours of the emergency event, to inform us of the hospitalization. Pre-authorization/ Treatment Guarantee Form details can be taken over the phone when you call us.

At the first indication that a medical evacuation/repatriation is required, please call our 24/7 Helpline and we will take care of everything.

Given the urgency of an evacuation/repatriation, we would advise that you call us; however, you can also contact us by email. When emailing, please include “Urgent –Evacuation/Repatriation” in the subject line.

Please contact us before talking to any alternative providers, even if approached by them, to avoid potentially inflated charges or unnecessary delays in the evacuation process. In the event that evacuation/repatriation services are not organised by us, we reserve the right to decline all costs incurred.

Our emergency assistance service is available 24 hours a day, 365 days a year by calling our Helpline.

Email:  medical.services@e.allianz.com

First, check if your plan covers the treatment you are seeking. Your Table of Benefits will confirm which benefits are available to you, however, you can always call our Helpline if you have any queries. You can access your Table of Benefits via MyHealth Digital Services. Simply login via browser or use the MyHealth app and click on “My Benefits”.

Your Table of Benefits will also confirm which treatments require our pre-authorisation (via a Pre-authorisation Form). These are mostly in-patient and high-cost treatments. The pre-authorisation process helps us assess each case, organise everything with the hospital before your arrival and make direct payment of your hospital bill easier, where possible.

The Pre-authorisation process may differ depending on the insurance product available to you; for this reason, please check your Benefit Guide to confirm what process applies to your policy.

For example, if you are covered under one of our standard International Healthcare Plans, the process requires that you submit a Pre-authorisation Form in advance of treatment by following the process below:

1. Download a Pre-authorisation Form (available here)
2. Send the completed form to us at least 5 working days before treatment. Scan and email, fax or post (details on the form)
3. We contact your medical provider directly to arrange settlement of your bills (where possible and where your costs are eligible for cover)

As part of your cover, you have access to our Second Medical Opinion service designed to provide you with expert medical advice when you need it the most.

To access our service, simply call  +353 1 630 1301 and ask for the Second Medical Opinion service.