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Claims Administration FAQ
Fast, efficient processing of all claims; our success depends on exceptional claimant service and support. Here are answers to some common service questions we receive.
| Q: |
Where are claims processed? |
| A: |
All claims are handled at
the OneWorld Assist head office in Richmond, BC. A US
mailing address is provided for all facilities requiring
a US address for direct billing. |
| Q: |
What information is sent to claimants? |
| A: |
Each time a new claim is
opened, the insured is sent a claims information package.
This package contains all the claim forms required to
process the claim as well as an FAQ information brochure
describing the claims examination process and explaining
some of the questions asked on the claim forms. During
the processing of the claim, the insured is sent copies
of all cheques that we send to providers on their behalf.
If any expense is denied, OneWorld Assist will send the
eligible bill(s) to the insured's provincial health care
plan along with a letter to the insured explaining why
the expense was not covered by their travel policy. |
| Q: |
What is the average processing time for claims? |
| A: |
Claim forms are sent to the insured within
24 hours of opening a new claim. Payments are requested
on eligible expenses within five (5) business days of
receiving the completed claim documentation. Whenever
possible, after the accounts are settled, OneWorld Assist
submits to the provincial health care plan and waits to
be reimbursed. Fortunately, the claim has already been
paid and the claimant does not know that their claim is
still ongoing. |
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