Questions & Answer Regarding ING Medical Insurance- PART 2
FAQ on IHP Cashless Admission Claims
Q. Can the ING Medical Card be used for pre and post consultation?
A. The ING Medical Card is only used for cashless admission to hospital for In-Hospitalization Treatment and Daycare Surgery only.
Q. Does IHP guarantee payment of ALL hospital charges incurred by the policyholder?
A. IHP covers most of the hospital charges inclusive of meals, laundry and lodger (which would be incorporated into the Room and Board limit), service tax and hospital administrative fees. Other charges that are non-medical related such as telephone bill, television, newspaper, and so on are not covered. Any excess charges must be paid by the policyholder upon discharge.
Q. Can the policyholder seek treatment at non-panel hospitals and is the cashless facility still applicable?
A. Policyholder can seek treatment at all non-panel hospitals including government hospitals in Malaysia. In order to enjoy the cashless admission facility, policyholder must call International Medical Assistance (IMA) 24-hours hotline at 03-7665 2550 or 03-7954 4717 before admission, to make arrangement for deposit free admission. The policyholder must settle all bills upon discharge. Claim can be submitted for reimbursement.
Q. What does a policyholder need to do if the ING Medical Card is lost, stolen or damaged?
A. Please call our customer service centre toll-free line: 1-800-88-0303 during office hours for a replacement of card. A replacement card fee of RM10.00 will be levied.
Q. For admission into a non-panel hospital (emergency and non-emergency), should the policyholder call ING’s toll free number at 1-800-88-0303?
A. No.Instead, the policyholder must call International Medical Assistance (IMA) 24-hours hotline at 03-7665 2550 or 03-7954 4717 before admission, to make arrangement for deposit free admission. The policyholder must settle all bills upon discharge. Claim can be submitted for reimbursement.
Q. For admission to panel hospital, what if the policyholder forgets to bring identity card or birth certificate for verification?
A. Although most hospitals would not deny admission for this reason, the cashless facility cannot be ensured if there is no document presented for verification at time of admission. Depending on each hospital’s policy and practice, customer may be required to pay for the deposit.
Q. Upon discharge, what happens if charges exceed the IHP plan’s limit?
A. At time of discharge, hospital will require customer to pay any charges not covered under the plan and charges in excess of the available limit.
Q. What happens if the charges exceed the yearly limit?
A. The hospital will inform the policyholder before admission, that charges in excess of the available limit must be paid by the policyholder upon discharge.
Q. If the customer has claimed his maximum yearly limit already and he wants to be admitted again within the same year, will the hospital accept his admission?
A. Admission will be at customer’s own expense and without cashless facility.
Q. Will the hospital know that the customer has exceeded his annual/life time limit?
A. Yes
Q. For admission to non-panel hospital, who will fax the guarantee letter and to whom?
A. Asia Assistance, service provider for the International Medical Assistance will fax to the hospital. This is only a guarantee admission letter. Upon discharge, the customer needs to pay the bills and submit necessary claims to ING later.
Q. Can Customer seek treatment from non-panel specialist?
A. The cashless admission facility is not available for treatment sought from non-panel specialist. Customer has to self-pay and then file in reimbursement claim.
Q. What are the causes that resulted in the Customer having to settle the full hospital bill?
A. There could be many reasons when the cashless facility is denied and customer has to settle the bill but the common ones are:
Conditions/tests not resulting in a diagnosis Query as to whether condition warrant in-hospital treatment
Insufficient information provided by doctor or hospital
Insufficient time to establish eligibility of claim when hospital fail to adhere to procedure timeline
Q. Do all IHP panel hospitals admit cardholders without the need for any deposit?
A. Currently most IHP panel hospitals are accepting the IHP cards without any hassle. However there are the few that still require a minimum deposit amount to be paid.
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