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PB26906 IDOH Oct 05 International medical insurance International Directory of Hospitals What you need to know April 2010 INTERNATIONAL Your AXA PPP healthcare International Directory of Hospitals Welcome Welcome to your AXA PPP healthcare International Directory of Hospitals listing those hospitals worldwide with which AXA PPP healthcare has a direct settlement agreement. This directory forms part of the terms of your policy. Wherever you are in the world, your directory will help you and your medical practitioner select a hospital should you need in-patient or day-patient treatment. Please keep it in a convenient place in case you need it. This information is also available on our website at: www.axappphealthcare.com Help us to help you AXA PPP healthcare is actively seeking to increase the extent of our direct settlement service. If you are aware of any hospitals that may be candidates for this direct settlement programme please send us their details. 2 Contents Section Page This section explains number 1 Introduction 4 • The International Directory of Hospitals. • How to use your Directory. • How to arrange direct settlement. 5 • What happens with out-patient treatment. 6 • Third party local knowledge. 2 International Directory • Where you can receive treatment in of Hospitals the following parts of the world: 8 • Caribbean. 9 • Central America. 10 • South America. 11 • North America. 12 • Africa. 13 • Asia. 17 • Australasia. 18 • Europe. 34 • Middle East. 3 UK Directory 37 • Information about our UK network of Hospitals of hospitals. 38 • Key to symbols. 40 • Facilities 3 1 Introduction The International Directory of Hospitals Your International Directory of Hospitals lists all the hospitals worldwide with which AXA PPP healthcare has what is known as a ‘direct settlement’ agreement and those in the UK covered by your policy. This means that, if you receive in-patient treatment at any of the named hospitals, we will pay your eligible bills direct to them, providing that we have agreed your treatment in advance. It means you won’t have the worry of having to pay in advance for your care and then claiming reimbursement from us. If you receive treatment in the UK, it is important to check the UK section of your Directory of Hospitals on page 42 to ensure the treatment facility you are intending to use is covered under your policy. How to use your directory If and when your medical practitioner advises that you need in-patient or day-patient treatment, we recommend you discuss your choice of hospital from your directory with them. You’ll find the directory entries are arranged alphabetically by region so you can find the hospitals nearest to you quickly and easily. How to arrange direct settlement When you know for sure that you need hospital treatment, you must let us know before your treatment starts. We will then have time to confirm that you are covered for your proposed treatment and to arrange for direct settlement of your eligible bills with the hospital. ( If you don’t let us know well in advance of your treatment, the hospital may ask you to supply a deposit or credit card imprint to guarantee payment until we can provide the appropriate guarantee to them). Whichever hospital you are due to go in to, please follow the process below as soon as you know you need treatment. 1. The first thing you’ll need is a claim form to tell us about your proposed treatment. You can get one by contacting our direct settlement helpdesk on the numbers shown over the page, or you can complete a form on-line at www.axappphealthcare.com. If you’re in a company health care plan, your group secretary may also be able to supply you with a form. 2. Once you have a claim form, please fill it in with the help of your medical practitioner. You should then post a copy or fax your completed form to the direct settlement helpdesk as quickly as possible so we can process your claim promptly. 3. Once we have confirmed whether your treatment is eligible under your policy, we will notify you and your chosen hospital, either within 24 hours Monday to Friday, or 48 hours at the weekend or during UK national holidays. We will also agree with them our payment for an initial period of hospitalisation. If your stay needs to be longer than this, we’ll ask them for more details about your case. 4 4. When you’re admitted into hospital, please make sure you take with you your original claim form and all the details of your AXA PPP healthcare membership, including your membership card. 5. Once you are discharged, your chosen hospital will send your eligible bills and original claim form to us for settlement. If you receive any bills by mistake, please forward them to the direct settlement helpdesk as soon as you can. Direct settlement helpdesk AXA PPP healthcare, Phillips House, Crescent Road, Tunbridge Wells, Kent, TN1 2PL UK Telephone: +44 (0) 1892 503 915. Fax: +44 (0) 1892 503 189 Email us through: www.axappphealthcare/international member Help us to help you We see it as our job to agree fair and reasonable charges with the medical providers we work with, so we can help keep your premiums low. Even so, there are a number of ways you can help us provide you with even better value. When using this directory you may want to: • Ask your selected hospital to treat you at times that do not attract surcharges. • Talk to your practitioner about the possibility of receiving surgical treatment as day-patient treatment rather than as in-patient treatment. More and more medical procedures allow treatment to be undertaken in this way, enabling you to recuperate in the comfort of your own home. What if I go into a hospital not listed in the international section of the directory? If you are due to go into a hospital that is not listed in the international section of your directory, we may still be able to settle your bills direct. In this instance, you should still follow the steps on pages 4-5 and we will then discuss the matter with the hospital concerned. What happens with out-patient treatment? AXA PPP healthcare does not usually provide direct settlement for out-patient treatment. This means that you will need to pay for your treatment when you attend, and then send us the receipts to claim a refund from us. Most hospitals will provide you with receipted bills. Once we have received your receipts, we will then arrange to reimburse you as quickly as possible in accordance with the terms of your policy. The good news is that if your out- patient treatment occurs within twelve months of a related in-patient stay, you won’t need to fill in another, separate claim form. 5 Any exceptions? There are some circumstances where AXA PPP healthcare will settle your out-patient costs direct with the hospital. For instance, we may provide direct settlement for long courses of chemotherapy, radiotherapy or expensive scans and tests. If you think your treatment falls into these categories, please call our team of Personal Advisers for advice well in advance of your treatment date. Please note however that some hospitals in the directory may not accept direct settlement for the treatments outlined above. In these cases and depending on your policy, they may ask you to pay an excess charge for the specified treatments. Again, our team of Personal Advisers will be able to advise you on this. Third party local knowledge In some parts of the world, such as the Caribbean, Central America, North America, South America, Hong Kong, Italy, Singapore and Africa, we operate in association with local companies that offer access to and direct settlement with their own local network of hospitals. Doing this enables our associates to provide you with a larger choice of hospitals in the following areas: Caribbean – see page 8 Hong Kong – see page 13 Central America – see page 9 Indonesia – see page 14 South America – see page 10 Philippines – see page 14 North America – see page 11 Singapore – see page 15 Canada – see page 11 Greece – see page 24 Africa – see page 12 Italy – see page 25 China – see page 13 Using their expert local knowledge our associates will help you locate appropriate hospitals in their areas, as well as confirm your cover and arrange for direct settlement to take place. Each associate also provides an English-speaking telephone line exclusively for AXA PPP healthcare members so, if you need to discuss any aspect of your cover, help is always at hand. You’ll find details and contact numbers of our associates in the directory. Standards of care As a medical insurer, AXA PPP healthcare has no control over the standards or facilities provided by the hospitals listed in the international section of your Directory. We simply agree to make direct settlement with the named hospital based on your entitlement for a single en-suite room, availability permitting. Their inclusion should not be interpreted as an indication of the quality of services they provide. 6 Any questions? Our team of Personal Advisers will help If you’re unclear about anything in this directory or have any questions about your AXA PPP healthcare cover, our team of Personal Advisers is there to help. Just pick up the phone and call them direct for helpful assistance and advice. If you have any questions about using your directory or simply have any queries about your AXA PPP healthcare membership, our team of Personal Advisers is ready to help with advice, at the times below (UK time): Monday to Friday 8am to 8pm Saturday 9am to 5pm Call us on +44 (0) 1892 503 856 Calls may be recorded in case of subsequent query.
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