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Frequently Asked Questions

We want to be able to answer all your questions. If you have a question, and can't find the answer here, please contact us.



  • Do you provide other types of insurance

    No, we are a specialist international health insurance provider and don’t offer any other types of cover such as domestic health insurance or travel insurance plans.

  • Who can get cover with us?

    We have designed our product for people who want to access healthcare internationally. It is mostly suitable for expatriates i.e. people who live outside their country of nationality, but there are some territories where we can also offer cover for local nationals. For the most up to date information on which local national countries we can offer cover in, request a call back from our service team, who will be happy to help.

  • How do you calculate my premium?

    Premiums are based on the ages of the people applying for cover at the entry date or renewal date of the plan and the country of residence of the main insured person.

    Countries of residence are categorized into areas and the premiums are calculated based on the area and ages of the applicants.

  • What happens if I don’t provide full details of previous conditions?

    We operate a full medical underwriting approach, which means that we ask detailed questions about each person’s medical history as part of the application process. It’s important to disclose all the information we ask for as part of this process as anything that hasn’t been disclosed may invalidate the plan.

  • What happens if my information changes after I have applied for my plan?

    All our quotations are valid for 30 days and you can apply for cover up to 60 days in advance of your requested start date. If your information changes in between any of these periods of time, please tell us as soon as possible as it might have an impact on your application. An example of a change of information might be a change of address for you, a member of your plan moving to another country or a change in medical condition of any of the people in the plan. If you’re not sure whether a change in your information is important, please let us know so we can correctly assess your application.

  • Can I transfer my plan to you if I move from either an existing company or individual policy?

    We may be able to offer you cover on continuous transfer terms whereby we may be able to carry across any underwriting terms or exclusions (given by your existing insurer) to a Now Health plan.

  • What should I do if I lose my membership card?

    For WorldCare members: All WorldCare members get their own individual membership card. We automatically generate a virtual card for each member when you join us, which is followed up with a physical card which will be dispatched within two working days of joining.

    If you lose your membership card, you can download your virtual one from your secure online portfolio and use the ‘Lost your membership card’ email functionality from the same place. Again, we will dispatch your replacement card within two working days.

    For SimpleCare members: SimpleCare members do not receive a physical membership card, but are issued one of our innovative mobile pass membership cards. You will receive an email with a link to download your mobile pass to your smartphone when you join. You can use the mobile pass to view plan information, validate your coverage when seeking treatment, and click to get touch with us. 

    If you accidentally remove your mobile pass membership from your phone, you can log into your secure online portfolio to download it again. You can find it on the 'My Plan' page by clicking 'Download mobile wallet membership card'. You can also download your virtual membership card from the same page of the secure online portfolio, although this does not have the interactive functionality of the mobile pass. 

  • Where can I get treatment?

    You can get treatment for eligible medical conditions worldwide.

    For all In-Patient, hospital treatment, you should contact us to request treatment pre-authorisation in advance. We can then check eligibility and may also be able place a guarantee of payment with the hospital, so you don’t need to pay and claim back.

    For Out-Patient treatment, depending on your plan, you may be able to access direct billing within our provider network, so that you can obtain treatment without paying up-front. You can use our Find our Medical Provider Tool to find your nearest medical provider in our network. 

    Alternatively you can choose to pay and claim back your expenses. Providing your claim is eligible and the charges are reasonable and customary, you can recoup the treatment cost. You will of course have to pay for any deductible or co-insurance that is due on your plan option.

    Please note, if you have a SimpleCare plan, all Out-Patient treatment is on a pay and claim basis only. (Excluding UAE members who may be able to access Out-Patient direct billing within our SimpleCare UAE Network, if you have a default Out-Patient co-insurance benefit). 

  • How do I check if a condition or treatment is eligible

    The first place to check for eligibility is the members’ handbook. You will find a copy in the ‘My plan’ section of your secure online portfolio area. Check which plan option you have and any additional options you have selected on your plan. You can check to see if the benefit you want to claim under is fully covered up to the annual maximum benefit limit, has any annual or lifetime limits in place, or isn’t covered.

    If you are in any doubt, please call your nearest customer service team, who will be happy to help. You can find our contact details here. 

  • Claiming for all Out-Patient treatment

    For WorldCare Members: 

    If you've accessed eligible treatment within our out-patient direct billing network, then there's no need to do anything further. 

    If you've had to pay for out-patient medical treatment and want to claim back your expenses, you can submit a claim using one of our innovative digital tools - the mobile App or secure online portfolio. See more details below. 

    Alternatively you can download a claim form from your secure online portfolio to complete and email back to us at ClaimsService@now-health.com.

    We aim to process all eligible claims within five working days. 

    For SimpleCare Members:

    If you have paid for out-patient treatment (e.g. a GP visit) and need to submit a claim for reimbursement, you can do this using one of our innovative digital tools - the mobile App or secure online portfolio. See more details below. 

    Secure Online Portfolio 

    Our secure online portfolio enables members to quickly and easily submit claims online.

    Simply go to the 'My Claims' page and complete the online form. Don’t forget to attach any receipts or diagnostic reports.

    You will receive a notification to acknowledge receipt of your claim and you can track the status using the My Claims area of your secure online portfolio.

    Watch the explainer video below to see how simple and easy it is to submit a claim using our secure online portfolio.

    Mobile App

    You can also submit a claim using our smartphone App for iPhone and Android, making it easier for you to manage your claims when on the move. Simply complete the online form and don’t forget to attach any receipts or diagnostic reports.

    Download our smartphone App for iPhone and Android below.

    Now Health IOS App

    Now Health Android App

     

    Important Notes

    You must send us your claim within six months of treatment (unless this is not reasonably possible).

    Please keep original records if you are sending us a copy, as we may ask you to forward these at a later date.

    If we do, it will be within six months of when you told us about the claim.

    For all claims where we reimburse you, you can choose which currency you would like your claims to be settled in and how you would like them to be paid.

  • Claiming for all In/Day–Patient treatment over

    For WorldCare Members: 

    For all In-Patient or hospital treatment, we encourage you to contact us to request treatment pre-authorisation in advance. We can then check eligibility and may also be able place a guarantee of payment with the hospital, so you don’t need to pay and claim back.

    You can request pre-authorisation via your secure online portfolio under the 'My Claims' page or by downloading and completing our Pre-Authorisation Request Form. 

    Alternatively you can choose to pay and claim back your expenses. Providing your claim is eligible and the charges are reasonable and customary, you can recoup the treatment cost. You will of course have to pay for any deductible or co-insurance that is due on your plan option.

    If you do need to claim, you can do this via your secure online portfolio or our Mobile App. Alternatively you can download a claim form from your secure online portfolio to complete and email it back to us at ClaimsService@now-health.com.

    For SimpleCare Members:

    If you need to be admitted to hospital for In-Patient or Day-Patient treatment, you must contact us first to request treatment pre-authorisation.

    You can request pre-authorisation via your secure online portfolio under the 'My Claims' page or by downloading and completing our Pre-Authorisation Request Form. 

  • Who should I ask if I have a question about a claim?

    If you have a question about a claim you can email us at ClaimsService@now-health.com. Alternatively you get in touch with the team via phone, Live Chat or WhatsApp here.