← Medical Cover
Claiming on medical cover
We lodge and follow up the claim for you at no extra cost. Here is exactly what happens and what we will need from you.
Report a claim: 0748 055 038Step by step
- 1Show your member number at any panel hospital — no cash needed.
- 2For non-panel visits, pay and send us the receipts and reports.
- 3We confirm eligibility with the underwriter.
- 4Reimbursements are paid to your bank or mobile money.
Documents needed
- Your member card or number
- Doctor's report and diagnosis
- Original receipts and invoices for reimbursements
- Lab and pharmacy breakdowns
- Pre-authorisation letter for planned admissions
How long it takes
Cashless at panel hospitals is instant; reimbursements are paid within 14–21 days of full documents.
Delays almost always come down to missing paperwork, so send everything in one go and we will chase the underwriter daily until it is paid.
Common questions
Are pre-existing conditions covered?
Most plans cover them after a waiting period, usually one year, once declared at the start.
Can I add my parents?
Yes, on plans that allow senior dependants. Premiums are rated by age.
What happens in an emergency at night?
Go to the nearest hospital first. Call us within 24 hours and we handle authorisation.