✔Upon receiving your insurance documents and passport, a medical report and price estimation, we will, with your consent, notify your insurance company about your case and ask them to send us a confirmation of coverage (“Guarantee of Payment”).
✔We regularly update the insurance / assistance company by sending them medical and financial updates. Where applicable we will also keep them up-to-date regarding travel dates (and the probability that the patient will / will not be fit-to-fly by that planned return date) or all other problems that your admission may cause.
✔When your treatment is almost reaching the limit of the coverage confirmed until then, when there’s changes in your investigation / treatment plan, … we will contact your insurance company again to update the information and if necessary adjust the Guarantee of Payment accordingly.

✔After our first notification, your insurance / assistance company will check a number of things:
✔Validity of your insurance policy, your length of stay abroad …
✔Estimated Costs / Deductibles / Personal Expenses / Policy Excess? Co-insurance? Co-pay? Stop Loss? …
✔Even though your assistance company may be open 24/7, sometimes they will need to contact your insurance company, your GP, your embassy, … offices / companies that may only be open during regular office hours. This can cause some delays, especially at weekends, public holidays … If they have to find out about pre-existing conditions in your medical records at your local hospital, GP, … this may take a long time.
✔After all details as above have been checked with a positive outcome, your insurance / assistance company will send us a Guarantee of Payment, a declaration saying that they will cover your hospital bill and pay this amount to the hospital directly.
✔Hardly ever these Guarantees of Payments are ‘blank checks’ to the hospital as one can understand. They are usually limited until a certain date and/or for a certain amount and/or for certain treatments/diagnoses/… Whenever we are (almost) reaching those limits, we will request extensions, together with explanation (usually by medical report) why that extension is needed.
✔Personal expenses (as extra meals, extra newspapers, private phone calls, …) are (almost) always not covered and to be paid by yourself. Some insurance policies also have certain deductibles, amounts of excess (amounts above policy limits), co-pay, …, amounts that obviously also will have to be cleared by yourself.
✔Some insurance companies will exclude certain items (e.g. sleeping medicines, psychological treatments, STD-related investigations / treatments, …). These items will also be billed to you directly. If there’s problems with the validity of your
✔If there’s problems with the validity of your insurance (e.g. expired), with your travel dates (e.g. already 2 months in Thailand while your policy only covers for a 30-day stay), if your insurance considers your medical condition as pre-existing … they will send us a denial. In that case the hospital bill will remain your responsibility. In that case, we will provide you with the original invoice and medical reports so you can try to get reimbursed should you not agree with insurance / assistance company’s decision.

✔Usually your main treating doctor will see you a last time in the morning. He will then also prescribe the home medication for you and set an appointment date for follow-up. A medical discharge summary will be made. After that, your medical chart will be closed and sent to our cashier department where the billing process will be started.
✔When the bill is ready and all necessary guarantees from the insurer are here, staff will bring you to the IPD cashier (4th Floor E-building) where you will be asked to sign the bill and where your personal belongings that you may have given for safekeeping will be returned. Deposits made (if any) will also be returned (or credit card payments cancelled). Payment for personal expenses, policy excesses, deductibles, co-pay, … will be requested.
✔Some insurance companies only send us the final guarantee after receiving and checking the final detailed invoice (even in cases of pre-authorized treatment). In those cases, a doctor saying “You can go” doesn’t mean that you will be out of the hospital within the next hour. Depending on the time difference with your insurance company and their speed of reviewing those final details, this can take up to several hours.
✔If you really cannot wait that final guarantee, you can pay the part which has not been guaranteed yet as “deposit”. In that case, we will call you as soon as the awaited final guarantee arrives so that you can come to have your deposit returned / cancelled. If follow-up is mentioned by the doctor in his discharge summary, then we will also ask your insurance / assistance company to send us Guarantees of Payments for those follow-up’s. Beware though that some overseas insurance companies don’t send Guarantees of Payments for Out-Patient visits but expect their customers to pay and claim back themselves.

✔We will not contact overseas insurance / assistance companies for Out-Patient visits unless
✔these Out-Patient visits are follow-up’s after and In-Patient episode (see above)
✔your insurance / assistance company has a local office in Bangkok
✔your insurance / assistance company has a special arrangement with us for this
✔Complete insurance information must be submitted during your admission. We will not process any insurance claims once the patient has been discharged.