Page 22 - European Health Cover
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Arranging treatment and making a claim
What do I need to do before I receive treatment?
Simply call us as soon as you have been referred for private treatment. We can then make the
necessary checks that the treatment is eligible before you incur any costs. Where possible, we
will assess the eligibility of your claim over the phone, however we may need to ask for more
details about your medical condition particularly if your policy excludes cover for treatment of
pre-existing conditions. Alternatively, you can pre-authorise your treatment via your Customer
Online account at
Sometimes we will need more information from your medical practitioner before we can authorise
a claim.
Please note:
For in-patient treatment, day-patient treatment or major out-patient treatment in Greece you must
call us prior to receiving treatment. If you are receiving treatment in any other country, we
recommend you contact us prior to receiving treatment. If you are unable to make contact before
admission, we may not be able to guarantee a direct settlement so you may have to pay a
deposit to the hospital or pay your bill in full upon leaving the hospital.
What happens if I require emergency treatment?
If the treatment is given as an emergency you may not be able to telephone us beforehand. Do
however, ask somebody to telephone us as soon as possible and make sure that, when you are
admitted to hospital, the hospital is given your membership card so that they can contact us
straight away.
How are my medical bills settled?
The network of hospitals lists the hospitals worldwide where AXA PPP International has a Direct
Settlement agreement.
This means that if you require in-patient treatment and it is received at one of the named
hospitals, we can settle eligible bills directly with the hospital on your behalf, subject to the
terms of your policy, and providing that treatment has been pre-authorised by us.
This in turn will save you from having to make a pre-payment on admission. The facilities listed
may change from time to time so you should always check with us before arranging any
treatment.
If the hospital to which you are to be admitted is not contained in the network of hospitals, we
may still be able to settle your expenses directly.
In the case of out-patient treatment, most hospitals will ask you to pay when you attend and give
you a receipted bill to send to us for a refund.
