Upon receipt of the confirmation of insurance, you will obtain the emergency medical assistance telephone number for any request. Below is the procedure to follow for your medical and unforeseen reimbursement requests during your trip.
What do I have to do in case of hospitalisation?
In case of hospitalisation (for an accident per example), you need to contact the medical platform (the numbers are written on your insurance certificate) and describe your situation. The medical platform will contact the hospital to pay directly the healthcare expenses according to terms and conditions of the contract. This platform is available 24/7.
What do I have to do for outpatient healthcare?
For outpatient care (consultation with a GP doctor for example or at the emergency room of a hospital without hospitalisation), you will have to pay the bills first, then, to get reimbursed for your healthcare, you need to follow the procedure as detailed in the email of your health insurance confirmation.
How can I ask for a claim reimbursement?
You can declare a claim on the website https://indemnisation.mondial-assistance.fr where you can claim for reimbursement. At the end of the procedure, you will receive a listing of the documents you will need to send along with the address to send them. This is compulsory for a claim reimbursement.
Which documents do I need to send to the medical platform?
After having claimed for a reimbursement online, you will receive an email listing the documents you need to send in order to get reimbursed. The list can be different according to your claim (medical expenses, luggage, civil liability etc…). We can ask you to send the following documents:
– a copy of the first page of your insurance certificate
– details of your bank account (IBAN, BIC, Swift with name and complete address of your bank)
– a letter explaining exact circumstances and conditions of your situation
Concerning the claim for medical expenses, you will also have to send the following documents:
– a copy of initial medical certificate describing medical state following disease/accident
– a copy of medical prescriptions if any
– any paid invoices
– a copy of the refund voucher from your Social Security
– a copy of the refund voucher of your top up insurance (if applicable)
How long does it take to be reimbursed?
When your claim reimbursement is complete and received by our claim office, your claim will be handled and you will be reimbursed within 10 business days.
I sent my claim for a reimbursement more than 15 days ago and I did not receive any answer, is it normal?
If you did not receive any confirmation concerning the processing of your claim, it is possible that your file is not complete. You will need to check that you have sent every document required so that the process of your claim can be completed.
You can follow the process of your claim online at the website address given to you on your email confirmation of your health insurance; Also, you can contact by phone the claim office from Monday to Friday between 9am and 5.30pm.