FAQ and useful information
What should I know?

Submit invoices online

Your reimbursement claims reach us fastest via the MyGlobality customer portal or the MyGlobality app: simply take a picture of your medical bills with your mobile phone, upload the picture – and we will take care of your reimbursement. 

The vast majority of Globality Health policyholders already use our digital services. We have briefly summarised the advantages for you:

• The app and customer portal are independent of business hours – you can reach our digital services worldwide, around the clock.
• Our intelligent system immediately assigns your request to the right person. This saves you time and us extra work.
• You can also view the processing status of your benefit claims online at any time.
• Health data is sensitive – we ensure data security, also when uploading your invoices.

You can reach the MyGlobality customer portal securely from any country in the world at any time via: https://myglobality.globality-health.com

The MyGlobality app is available to you free of charge via the

App Store (https://apps.apple.com/us/app/my-globality/id1174265386) or

Google Play (https://play.google.com/store/apps/details?id=com.globality.getwell).

If you have any difficulties with the application, please let us know directly and our service team in Luxembourg will help you as soon as possible. You can reach the team by phone on +352 270 444 4665 (Mo-Fr 8am-5pm CET) or send your request to portal-support@globality-health.com. We are happy to be of service to you.

Important information: Please only upload self-payer invoices, direct billings will be managed directly with the medical provider. Should you receive reminders from any provider but believe Globality Health agreed beforehand to pay directly, please specifically mention this fact during submission of the documents.

Emergency

In the event of a serious accident or emergency, or for acute hospitalisations, you are able to contact us 24 hours a day, seven days a week for support. Your emergency contact details are clearly stated on the back of your Globality Health Service Card, as on the sample card on the left.

All requests for emergency treatment or assistance are of course treated as urgent, with coverage confirmed and medically necessary services organized as quickly as possible.

In case of emergency and imminent treatment need (e.g. hospitalization), we strongly recommend calling Globality Health and not rely on e-mail or portal message only.

Advantages of using local networks

Our worldwide assistance and service partners offer all Globality Health customers first class care as well as fast and simple access to the best medical providers available locally. Therefore, we highly recommend you to use our local network (whenever possible). Through our network, we can propose you:

• Access to highly qualified and specialized medical staff/clinics
• Arrangement of appointments and direct billing (as accepted)
• Guaranteed cost coverage as costs of treatments are customary and reasonable
• Effective case management

Regardless, your Globality Health tariff secures free choice of medical provider, while at the same time the full scope of services according to the terms and conditions of your tariff are secured. However, as mentioned above, we need to make sure costs are customary and reasonable as otherwise it could lead to an only partial payment.

Pre-approval for inpatient and day case treatments

For all planned inpatient and day care services, you must contact us in advance for pre-approval and also make use of our preferred providers. You can do this by contacting your Globality Health service center a minimum of 7 days before your treatment is planned to commence. You will need to provide the following information:

• Medical report, or diagnosis if medical report is unavailable
• Treatment plan and cost estimate
• Planned treatment (admission) date
• Name and contact data of the treating doctor

Your Globality Health service center will issue a written confirmation that the treatment and related expenses are eligible on your selected plan level and will advise you about the preferred providers available to you. If you chose not to use one of the providers recommended to you by Globality Health the service center, then our coverage will be limited to 80% of the eligible expenses.

If it is not possible to contact us 7 days prior to the treatment (for example if you are informed of the treatment less than 7 days before the planned treatment date), you must still contact your Globality Health service center as soon as possible in order that we can issue a pre-approval of the treatment and arrange payment directly with the provider. If you do not receive pre-approval from your Globality Health service center in writing for the treatment in advance, then our coverage obligation will be limited to 80% of the eligible expenses. This limited reimbursement will not apply in emergencies (non-elective treatments) where it is not possible to contact us in advance. However, we must still be contacted as soon as possible.

Pre-approval for outpatient treatments

Generally, we recommend you to get pre-approval for following outpatient treatments:

• Physiotherapy, psychotherapy and speech therapy
• Psychiatric treatment
• Major dental treatment
• Infertility treatment

If you contact us upfront, we can share the best medical providers available locally.

Please take in consideration that your product might even require a mandatory pre-approval. Non-approved treatments could lead to a partial or full refusal of costs as the treatment is not considered medically necessary or is not part of the agreed terms and conditions.

Claim

As a general rule, we will require information from the medical practitioners involved to support a claim for medical or dental benefits. This must at least include a description of the treatment provided, along with a diagnosis of your condition or a description of your symptoms. Additional information or requirements may be necessary depending on the type of claim involved.

We recommend that you always complete our Health Insurance Claim Form when making a claim. You can find this form on the My Globality customer portal. You can also use the contact details quoted on your Service Card to obtain a form. The Claim Form includes a section that your doctor or dentist can complete to provide us with further information, such as a diagnosis. We will advise you of any other necessary requirements to proceed with your claim on receipt of your completed form.

At the end of this document, and also available on the My Globality customer portal, you can find details of additional requirements we typically need for some selected benefit types, along with any other forms that may be required for different claims. If you have any questions on our claim requirements, please contact us using the details provided on your Service Card.

Necessary information on invoices

All medical invoices submitted to us for reimbursement must meet the standard minimum legal requirements in the respective country in terms of form and content. We always accept digital copies of invoices; however please keep the originals as we reserve the right to request these.

All invoices should contain the following information:

• the first name, family name and date of birth of the insured person
• a diagnosis of the illness, or otherwise a description of the symptoms by the doctor
• details of each individual medical service rendered, with the corresponding treatment date and unit price
• for dental treatments, the invoice must specify which teeth have been treated or replaced and what services have been rendered in each case
• all non-electronic invoices need to be stamped and signed by the medical provider.

Please note also the following:

• All documents or invoices should preferably be issued in English, German, French, Dutch or Spanish, should use Arabic numerals and Latin characters (1, 2, 3 … a, b, c …) and should quote the relevant International Classification of Diseases (ICD) diagnosis codes (ICD-9 or ICD-10).
• Prescriptions for medication must specify the first name, family name and date of birth of the insured person, the drugs that have been prescribed, their price, and the receipt of payment. The corresponding doctor’s invoice is also required in order to reimburse prescriptions.
• Invoices for therapies and therapeutic aids and appliances must be submitted with the corresponding prescription and doctor’s invoice.

Procedure

If you have had an accident, you should submit to us your claim for reimbursement of expenses as normal, along with our completed Accident Form, which is available on the My Globality customer portal and our Globality Health website (Accident Form). If any third party was involved, please make sure to obtain their contact details and insurance details, as well as copies of any police reports if applicable.

If you have had a work-related accident, you should inform your human resources department immediately. If your company has employer’s liability insurance in place, a claim should first be made under this insurance. If this insurance does not cover medical expenses incurred as a result of a work accident, or if there is no employer’s liability insurance, then your claim should be submitted to Globality Health.

General information on Digital Doctor

This service is available to all insured members above the age of 18 who have active insurance cover within your tariff. It provides you with worldwide access, 24/7, 365 days a year, to medical advice from qualified medical professionals as well as tele medical treatment from specialists in various specialties.

In addition to being able to consult a doctor in the event of illness, the digital possibilities of telemedicine allow you to quickly and conveniently clarify from any location whether certain minor health complaints or illnesses require a physical consultation, as well as allowing you to receive specialist advice on your medical question. During the tele medical consultation, the doctor in charge will record your medical history, evaluate any existing findings, and if necessary, suggest further diagnostic measures and possible treatment options This allows you to benefit from valuable, straightforward support in making your decision with regard to further medical treatment and ensures that you are provided with high quality, prompt medical care where necessary. This in turn ensures that lasting treatment success can be achieved. In the event that further examinations or treatment should

be necessary locally, we will refer you to the appropriate experts and medical service providers. Our partners are subject to constant quality control, which ensures that the best possible treatment is guaranteed for you in accordance with the applicable medical guidelines.

How can I get the support I need?

You can use the tele medical services via telephone, video call and chat through our app.

I am unable to register.

Please, check that the data you have entered matches to your policy. There are three different fields; it could be that you have entered the wrong data in one of them.

If the data is correct, you might have already registered before and do not remember it, for example, with another e-mail. Please double-check and if after reviewing, you cannot register, please contact portalsupport@globality-health.com (24/7) or call us under +352 270 444 8685 (from 09:00 to 17:00 CET) and we will help you with your registration.

Who can access to MyGlobality Digital Doctor?

To be able to access to My Globality Digital Doctor you must be over 18 years old, be insured with Globality Health and be an eligible customer.

I mistyped my e-mail when I registered.

If you have noticed that you registered your e-mail incorrectly, you will have to contact us by phone under +352 270 444 8685 (from 09:00 to 17:00 CET) or write to portalsupport@globality-health.com (24/7) with the wrong and the correct information to allow correction of the credentials.

I want to change the e-mail address I registered.

If you want to change your e-mail address for Login, you will have to write to portalsupport@globality-health.com (24/7) or call us under +352 270 444 8685 (from 09:00 to 17:00 CET) and inform us about the new e-mail address.

How can I access to MyGlobality Digital Doctor?

To access you must install the App on your mobile device. It is available for iOS and Android through the markets (App Store & Google Play).

Can I use the same user as in the MyGlobality client area?

No, the users are different. Due to legal reasons, the accesses must be different.

I have registered and activated my account, but I can’t access.

If you find yourself in this situation, please check the following:

• Check that the e-mail you are entering is identical to the one you registered.
• Check that you are typing the correct password.
• Check that your account is not blocked.
• Check that you are trying to access with MyGlobality Digital Doctor credentials and not with the MyGlobality customer area credentials. Remember, they are different users.
• That you are really registered.

If you still have problems, write us to portalsupport@globality-health.com (24/7) or call us at +352 270 444 8685 (from 09:00 to 17:00 CET) and we will try to help you with your access.

My account is blocked.

Due to security reasons, your account can be blocked in two situations:

• If you enter an incorrect password three times. The account will be temporally blocked for 1 hour. You can wait to try again or get in touch with us. If you do not remember your password, you can change it by selecting the ”Forgot your password?” button that you can find on the login screen.
• If your account is temporarily blocked and you make another mistake twice, the account will be permanently blocked. In this case you will have to write to portalsupport@globality-health.com (24/7) or call us at +352 270 444 8685 (from 09:00 to 17:00 CET) to unblock it.

I don’t remember what e-mail I registered with.

If you forgot the e-mail you used for registration, you can contact us at portalsupport@globality-health.com (24/7) or call us at +352 270 444 8685 (from 09:00 to 17:00 CET) and we will review it.

I don’t receive the activation e-mail.

If this is the case, it is very likely to be due to one of these situations:

• In the registry you mistyped your e-mail address, so the registration e-mail cannot reach you. If you think this may be the case, please write to us at portalsupport@globality-health.com (24/7) or call us at +352 270 444 8685 (from 09:00 to 17:00 CET) to correct it.
• The mail is being classified as span and you probably have it in the spam folder. Please check if this is the case. Another possibility is that your organization is blocking our e-mails and you will have to talk to the corresponding administrator.

I can’t activate my account.

Once the registration is complete, we send you and e-mail to verify your e-mail address. In that e-mail you will find a link from which you can activate your account. Remember that in order to access you must be registered and have your account activated.

For security reasons, if you do not click on the activation link in a short period of time, it will expire and will not activate your account. To receive a new one, access again with your credentials and we will send you another e-mail to activate it. Remember to use the most recent e-mail you received.

I don’t remember my password. How do I change it?

On the login screen you have the option “Forgotten your password?”. Select this option, follow the steps by completing the e-mail with which you registered and you will receive a link to change your password.

For security reasons, the link if this e-mail will expire in a short period of time and will not be able to use it later. In case it has expired, you can repeat the previous steps. Remember to always use the last e-mail you received.

I’m trying to change the password, but I can’t.

This is usually caused by:

• The link you are using has already expired. Try again using the option “Forgotten your password?” to get a new one.
• You are typing a previously used password. For security reasons, it is not allowed to reuse previously used passwords. Use one that you have not used in the last 5 previous occasions.
• The password you are setting does not meet security standards. Remember that you must have a minimum of 8 characters, at least one number and uppercase and lowercase letters.
• Your account is blocked, so you should contact us by e-mail at portalsupport@globality-health.com (24/7) or call us to +352 270 444 8685 (from 09:00 to 17:00 CET) where we will review it.

Living in the US

The US health system is different from the rest of the world. Global Excel Management (GEM) is our local provider in the US for direct payment of medical expenses incurred under your scope of benefits as well as providing health care administration services such as locating medical providers in your geographical area.

As we like to service your needs as insured members of Globality Health in the best way possible, we would like to invite you to click on the following link: https://globality.globalexcel.com/, which allows you to get familiar with several topics.