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Policy Holder Services

All our valuable insured members have access to the following services and capabilities:

Customer Services Team:

We have a dedicated core team specifically trained to handle all types of queries, questions regarding your policy and benefit interpretation;

Medical Helpline Team:

A highly responsive team; working around the clock: 24 hours a day, 7 days a week, well versed and equipped to manage medical and prescription drug approvals in real time and to guide you through the process;

Medical Claims Management:

A team of medical professional’s process claims within 5-10 working days (subject to full information submitted at the time of claim submission). Payment done in multiple currencies with direct settlement of claims within our provider network;

Medical Management Team:

This highly competent team of experts oversees the medical nature of your diagnosed condition(s). They check that the treatment you are receiving is medically necessary and appropriate and in line with your policy terms and conditions. They also ensure there are no delays in approving medical treatment;

Elective treatment in your Home Country:

We encourage you to seek treatment in your home country and to pre-approve treatment (within our Medical Helpline Team) prior to your trip (costs will be paid as per reasonable and customary rates in the United Arab Emirates);

Provider Network:

At HealthNet we provide our insured members with direct billing access to over 4,800 providers;

Direct billing:

Will take place within our provider network as long as the treatment is covered by your policy. For international cases, we ask you to pre-approve services and we will do our best to ensure your treatment is provided on a direct billing basis;


Sophisticated telephonic systems support around the clock by medical professionals. We supply online membership and provider portals, providing the customer and the provider with real time access to information. Text message alerts for inpatient medical cases and access to a mobile phone app for Andriod users;

Policy Documentation / Membership Card:

All policyholders are issued with a personalised membership card. This card contains your unique number and contact details in case of medical emergencies, policy documentation highlighting your policy terms and conditions, contact details and complaints process – if in the event you are not happy with the service provided to you;

Repatriation, Evacuation and Repatriation of Mortal Remains:

In the event of any critical situation, our medical experts will guide you through the protocol and arrange direct billing on a case by case basis.