How do I declare a claim ?

What is the procedure to follow in case of hospitalization?

In case of hospitalization (following an accident for example), you should contact the medical platform (the telephone contact information is on your insurance certificate) and indicate your situation. The medical platform will contact the hospital to cover the health costs directly according to the guarantees of the contract.

What is the procedure to follow outside of hospitalization?

For anything that is not a hospital stay (e.g. a doctor’s visit, an emergency room visit to the hospital), you must advance the costs first, and then, in order to get your care reimbursed, you will have to follow the procedure explained to you in the subscription confirmation email.

What is the procedure to follow in the event of an out-of-health disaster?

For claims relating to non-sickness or hospitalization coverage such as civil liability or loss of baggage, for example, refer to the terms and conditions of your insurance policy in order to know the precise terms of your Refund.

What is the procedure for applying for a refund?

In your subscription confirmation, you have received a list of documents to be provided and the email and postal address to send them. This is essential to open your file.

What documents do I need to send to the medical platform to get a refund?

  • Depending on the insurance, you should usually send the following documents in original to the platform:
  • a copy of the first page of the insurance certificate attached to this email
  • an explanatory letter on the exact circumstances of the illness or accident
  • a copy of the initial medical certificate describing the injuries sustained as a result of illness or accident
  • a copy of the medical prescriptions relating to these medical expenses
  • a copy of the invoices paid
  • your bank details (IBAN, BIC, Swift with your bank’s full name and address)

How long do I get my refund?

Upon receipt of your refund request with a complete file, your file is processed and you are refunded within 15 working days.

I sent my claim more than 15 days ago and I still don’t have an answer, is that normal?

If you have not received confirmation of the processing of your file, your file may not be complete. You must then verify that you have sent all the necessary documents for the processing of your file.

How do I reach the platform that handles refunds?

The procedure differs depending on the insurance you have taken out. In case of hospitalization, you can in principle immediately contact the medical platform by phone (the number will be indicated on your insurance certificate) for direct coverage of your health costs.

In all other cases, managers prioritize your claims in writing. It is essential to have all the documents in order to be able to answer you on a reimbursement of care. Once the documents have arrived, a file is opened and you will then have the phone and email contact information of the manager of your file.

How do I know the exact procedure based on the insurance I have taken out?

When you subscribed to an insurance offered by Mondassur, you received with your certificate the precise procedures concerning the claims as well as the documents to be completed in order to obtain your refunds in the best possible way. Conditions. You can also find these procedures in the terms and conditions of your insurance policy.

In any case, we remain available for any information regarding your medical insurance abroad.

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