Is Covid-19 covered as pandemic by the Care & Health plans?

Yes, absolutely. The medical benefits provided across our plans does not exclude the treatment of Covid-19. So if you are diagnosed with Covid-19 and need treatment, you will be covered as per the terms set out in your plan.

If diagnosed with Covid-19, can a member benefit from a Medical Assistance?

If the member is under quarantine, given the situation applicable in your country of quarantine it will be unlikely to benefit from medical assistance since no medical assistance response can be activated.

And if the member is stuck in a country where there is a lockdown (w/o any symptoms) and requesting for assistance to be repatriated back, will the policy respond?

When the country is on lockdown, the assistance provider will be able to provide verbal assistance over the phone but will not be able to activate evacuation services.

What happens if a member has contracted Covid-19 and wishes to be repatriated back to his/her home country?

As per the above, a member diagnosed with Covid-19 cannot benefit from medical assistance, therefore no evacuation to his/her home country can be envisaged.

In case of hospitalisation, how should I process?

If you need to be hospitalised during this time, you may refer to our Henner healthcare network but please note that this remains subject to any regulations applicable in your country in relation to Covid-19. If you are hospitalised in a public hospital and receive treatment free of charge, you may be entitled to claim a cash benefit depending on the terms of your plan.

Can I still submit claims and contact my client services team if needed?

In this difficult time, we would like to reassure all our members that we remain dedicated to providing the best possible support to you. In order to ensure minimal disruptions to service quality, we have organised ourselves to ensure sustainability.

Henner has provided all members with various digital communication tools in order to contact our teams such as mobile application, online member’s portal and email address (displayed on your membership card) and strongly recommend that our members use this channel of communication during this period. This will enable us to better manage emergency medical care request for hospitalisation or day procedures such dialysis or chemotherapy.