We are pleased to provide you answers to some of the most commonly asked questions.
  • Is Nextcare my insurance company?

    No, Nextcare is a TPA (Third Party Administrator) that provides third-party administration services for insurers and other payers of healthcare.

  • What is a “Digital Insurance Card”?

    A Digital Insurance Card is an electronic version of your insurance card, accessible via the Lumi app.
    You can view and download it from the app from the “Coverage” section.

  • How can I access my policy details?

    Once you log into the Lumi app, you can access the “Coverage” section and view all policy details and benefits.

  • How can I access the policy benefits of my family members?

    On the Lumi app, you can access the policy benefits of your family members that are under the age of 18. As for the members who are above the age of 18, they have to register and create their own account on the app.

  • In which countries can I receive treatment?

    You can receive treatment in any country within your area of cover, as shown in your policy benefits.
    If the treatment you need is available locally but you choose to travel to another country in your area of cover, we will reimburse all eligible medical costs incurred according to the terms of your policy, except for your travel expenses.

  • What's the scope of my cover?

    You can confirm the scope of your cover by checking your Policy Benefits section in the app.

    The definitions, exclusions and all other terms and conditions of your policy are detailed in your “Coverage” section in the Lumi app. Simply log in, click on the “Coverage” tab and vide the needed details.

  • What is a geographical location of cover?

    This is the geographical territory where your cover is valid. We offer multiple geographical area of cover options – please check your policy benefits to confirm which one applies to you and under which terms.

    This is also coupled with the Network tab, identifying which service providers are covered.

  • What do I do if I need treatment outside my geographical location of cover?

    If you require treatment outside the area of cover indicated in your policy benefits, you may still be covered if the “Emergency treatment outside area of cover” is listed in your policy.


    This benefit provides cover for medical emergencies which occur during business or holiday trips outside your area of cover. In most cases, cover is provided up to a maximum period per trip and up to the maximum benefit amount (indicated in your policy benefits) and includes treatment required due to an accident or the sudden beginning or worsening of a severe illness which presents an immediate threat to your health.


    Treatment by a doctor must start within 24 hours of the emergency event. Cover is not provided for curative or follow-up on-emergency treatment, even if you are deemed unable to travel to a
    country within your geographical area of cover. Furthermore, the cover doesn’t include the charges relating to maternity, pregnancy, childbirth or any complications of pregnancy or childbirth.


    If you are covered under a group scheme, you must inform your company’s Group Scheme Manager if you are moving outside your area of cover for more than six weeks. If you are not part of standard policy, you might have a different submission period. Please check the guidelines with the Care Center.



    Check your area of cover and maximum benefit amount on the Lumi app. Simply log in and click on “Coverage” tab.

  • Does my policy cover pre-existing conditions?

    If you are covered under a group scheme or with an individual policy we generally cover pre-existing conditions (including pre-existing chronic conditions) unless we say otherwise in your policy
    documents. If in doubt, please check your policy benefits to confirm if pre-existing conditions are covered.


    You can access your policy benefits via the Lumi app. Simply log in and click on “Benefits”.

  • What do I do in case of an emergency?

    Seek assistance at the nearest medical facility and contact the Nextcare local Call Center number available on the back of your insurance card, so that we may provide assistance and clarify procedures.


    You can also find our contact details on the Contact Us page on our website.

  • Can I upgrade or downgrade my level of cover?

    If you have an individual policy and want to change your level of cover, please contact your insurance company before your policy renewal date to discuss your options, as changes to the level of cover can only be made at policy renewal.


    If you are covered under a group scheme plan the level of cover was decided by your company, therefore if you want to discuss any change you must contact your group administration or Human Resources.