How to claim
If you have chosen a nil excess or our out-patient direct billing facility, you won’t have to pay anything up front when you access healthcare through our rapidly growing provider network.
To find a network healthcare provider, click here to download an up to date network list page or contact our customer service team.
We’ve also designed our claim process to be quick and simple if it’s more convenient for you to use an out-of-network provider.
When you’ve had to pay and claim
If you’ve had to pay for medical treatment up front and need to claim back your expenses, you can track its status, using your secure online portfolio (currently only available in English). You can access your portfolio 24 hours a day from anywhere in the world.
As soon as we have received your claim, we will notify you by email or SMS if you have chosen this option.
Claims under RMB 3,000 per medical condition
If the total amount you are paying (per insured person, per medical condition, per period of cover) is less than RMB 3,000, you only need to complete Sections 1 and 2 of the claim form and include a copy of your receipt when you send us your claim form. You can scan your claim form and receipt and email it to ChinaService@now-health.com or fax it to +(86) 400 077 7900. Please sign your name on each official medical expense receipt to confirm that the copies are the same as the original ones. Please keep a copy of the original documents in case they should be required by the insurer.
Please also supply a copy of your passport or ID card for payments of RMB 10,000 and above or for any non-RMB payments.
Claims over RMB 3,000 per medical condition
If the total amount you are paying (per insured person, per medical condition, per period of cover) is more than RMB 3,000, complete Sections 1 and 2 of the claim form and make sure that Section 3 is completed by the treating medical practitioner. The insurer must also see original receipts, diagnostic reports and discharge reports (if you have been a day-patient or in-patient) for claims over this amount.
Please send the originals by post to:
Asia-Pacific Property & Casualty Insurance Co., Ltd.
c/o Now Health International (Shanghai) Limited
Room 1103–1105, 11/F, BM Tower,
No. 218 Wusong Road,
Hongkou District, Shanghai 200080, China.
Have you paid for treatment and want to claim back your expenses?
Do you need to get pre-authorisation for treatment?
Do you need to request further medical information?
Returning claim forms by email
Processed in five days
We aim to process all eligible claims within five working days of when we receive them, provided we have all the information we need.