Therefore, we explain here certain procedures that will help you make the most of your Globality EcoGenio health insurance and ensure that all necessary processes are followed and can be satisfactorily handled for you.
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:
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.
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.
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:
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.
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:
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.
Generally, we recommend you to get pre-approval for following outpatient treatments:
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.
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.
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:
Please note also the following:
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.
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.
You can use the tele medical services via telephone, video call and chat through our app.
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.
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.
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.
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.
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).
No, the users are different. Due to legal reasons, the accesses must be different.
If you find yourself in this situation, please check the following:
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.
Due to security reasons, your account can be blocked in two situations:
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.
If this is the case, it is very likely to be due to one of these situations:
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.
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.
This is usually caused by:
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.
