We are pleased to provide you answers to some of the most commonly asked questions.
  • What does “healthcare provider” mean?

    A healthcare provider is any entity that possesses the legal right to provide medical services or products (e.g. hospitals, clinics, laboratories and pharmacies).

  • What does “covered healthcare providers” mean?

    This means that these healthcare providers are covered under your policy, so you can benefit from direct settlement of bills when presenting your insurance card.

  • Can I visit a provider outside my network?

    Yes, you can only if, as per your Insurance Policy Terms and Conditions, you are allowed to use a non-network provider for eligible services. However, this is not recommended, as you will be required to pay all bills and then claim back eligible amounts.
    To submit a Reimbursement Claim, please go to Claims & Pre-approvals on the Lumi app, then click on Submit a Claim.

  • Can I access healthcare providers located in other countries?

    Yes, you can access healthcare providers located in other countries through an international list of providers for which coverage of those would depend on your policy’s terms and conditions.

  • What do I do in an emergency?

    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 Call Center or email us within 48 hours of the emergency event, to inform us of the hospitalization. Treatment Guarantee/Pre-authorization Form details can be taken over the phone when you call us.

    Our Call Center details as well as our customer care emails are listed by country on our website.