FAQ

Upon obtaining coverage from us, we will inquire about your relocation destination. This does not restrict you from changing your destination. In fact, you can change it as many times as you wish, which is especially advantageous for digital nomads.

Your destination impacts your insurance premium and is therefore categorized into price zones. For example, relocating to Hong Kong in zone 1 incurs a different rate than relocating to France in zone 3.

We aim to enable you to access specialists and receive care, even during visits in your home country, which is why we gladly extend coverage beyond your destination country:

a. When relocating to the USA, your coverage is worldwide.

b. When relocating to the UAE, Thailand or any country listed under zones 1, 2, or 3, you’re always covered worldwide. However, in the US, you’re eligible only for emergency medical treatments (essentially, medical travel coverage provided at no extra cost).

c. If relocating to a country listed under zones 4 or 5, you’re covered in those countries, but we still provide coverage for emergency medical treatments outside those zones (even in the USA).

a. Generally, we provide eligibility for coverage during expatriation, meaning as long as you’re outside your home country. In the case of a home visit, rest assured, “we have you covered” as per the terms outlined in your zone eligibility. However, if you return to your home country for a term exceeding 60 days, we consider it repatriation and may request proof of continued expatriation.

b. As mentioned earlier, when covered in the UAE, Thailand and zones 1–3, you’re eligible for treatment in other zones (except the USA, where treatment is provided on an emergency basis). However, actively seeking treatment outside your destination country requires informing us, as your premiums are based on your updated destination. Staying in another destination country for over 60 days is considered a change of destination.

If you are traveling to any country listed under zones 0–3, you will also be covered for treatments in Germany during your home visits after starting your relocation, provided that you obtained coverage in zone 3. If your country of destination is located in zone 4, you can choose to purchase coverage in zone 3 as well. In any case, no matter in which zone you are covered, all our customers are covered worldwide for 60 consecutive days for emergency-only treatments during their travels.

Medical service providers are any entity that provides medical services. This typically refers to doctors, clinics, hospitals, and laboratories. Our USA products differentiate between treatments provided by network physicians and physicians outside the network through a different co-payment scheme. We offer a great variety of in-network providers.

Premiums can change according to your age group over the duration of the insurance period and by updating premium payments for all relevant group members.

Our dedicated team is available 24 hours a day, 7 days a week via phone, website or app chat, email, WhatsApp, and Messenger (not for sensitive information). Please take note of all contact information on our website: www.passportcard.de

Yes, you can consult with an experienced medical team member over the phone from the comfort of your home. The service is available 24/7 at no additional charge to you and is valued at approximately 100 EUR per call.

Please be aware that travel insurance provides coverage for emergency events only. They are much cheaper than international medical insurance; however, they are time-restricted and suitable only for short trips, not for expats who require full and extensive medical coverage. Please seek advice either from us or your insurance broker.

In addition, travel insurance does not qualify as medical insurance for the purpose of visas or studies abroad.

In many cases, yes; it depends on the plan you choose and the requirements issued by the country of destination.

The insurance fees are determined by the country of destination, the product type, the member’s age group, the trend of medical inflation around the world, and the member’s results of the medical assessment, if performed.

Your doctors and medical condition alone should determine the need for medical treatment. That said, for the provision of coverage, your plan benefits may require you to inform us before obtaining treatment for pre-approval of costs. One example of this is any hospitalization that is not provided as an emergency measure and where prior notification is possible. The terms and conditions also address this situation with the requirement for immediate reporting of treatment upon availability. You should notify us at least 72 hours before any inpatient medical care, except in the event of an emergency, in which case you should provide an update within 48 hours following your hospitalization.

The plans are automatically renewed annually on the specified anniversary date listed in your membership certificate or your policy, where relevant. You will receive a renewal letter informing you of the renewal date and any possible premium updates 2 months before the renewal.

You can pay monthly, quarterly, semi-annually, or annually by SEPA direct debit or credit card. If you prefer to pay by bank transfer, you may choose quarterly, semi-annual, or annual billing.

The PassportCard is a debit card that enables you to pay for medical services abroad without having to pay out of pocket. The PassportCard is connected to the insured funds and not to your personal accounts, and it can be used upon activation either by contacting our 24/7 service center or via personal use of the PassportCard Assist app.

When you require medical services, you no longer have to pay out of pocket. You will pay your expenses with your PassportCard. All you have to do is:

1. Call: Call us 24/7 before receiving medical services.

2. Load: We will then load funds onto your card, or you can load the card yourself via the PassportCard Assist App.

3. Swipe: Once your PassportCard is loaded with the requisite cash amount, the medical service provider will be able to swipe the card for payment.

Please note, the card can be used only outside the US.

The payment is usable for the specific treatment that was required when you contacted the service center or as specified in the app. If you have received another or additional treatment, you should contact the service center before using the card to update its use and ensure it is loaded accordingly.

Please contact the customer service call center and we will issue a new card for you.

Download the PassportCard Assist app from the App Store for Apple devices or the Google Play Store for Android devices.

Once you have downloaded the PassportCard Assist app, you will be prompted to enter data for the initial login:

1. Please enter your email address as provided to us upon enrolment.

2. Please enter your policy number as provided to you in the membership certificate.

As we want to protect your personal data, you will receive an email with a one-time code to confirm your identity.

Please enter this code on the login page of the app.

Once entered, your PassportCard Assist app is ready to use. Please note: Should a problem occur during the process, please contact us at +49 40 46 00 20 333 or by e-mail at kundenbetreuung@passportcard.de

 You will be required to send us a receipt confirming the use of your PassportCard for the purchase of medication. If you use other medical services, you don’t necessarily need to submit the bills, but you need to keep them with you, as you may be requested to send the documents for the purpose of quality control and/or further treatment.

You can upload all supporting documents and medical information to the PassportCard Assist app via the “Claim” section in the app. If you have called us and do not use the app, you can also send all documents by email to kundenbetreuung@passportcard.de, quoting your policy number and the relevant claim information. You can get confirmation or further assistance at any time via our 24/7 number: +49 (0) 40 46 00 20 333.

The expenses for pregnancy, childbirth, and all postnatal care, including complications, are covered in our Expat Comprehensive and Executive plans, to the extent mentioned in the table of benefits, and following a 12-month waiting period from your joining date, unless underwriting and waiting periods are waived for group contracts.

Medical conditions that are not covered by the policy are specified in the terms and conditions of the policy under the “Exclusions and Restrictions” chapter.

It depends on your plan. In our worldwide plans, including the USA, you are subject to co-pay when attending medical providers that are not within our medical network. In addition, if you purchased the Expat Basic or Expat Comprehensive plans, you are also subject to deductibles when attending providers that are listed within the network, according to the terms and conditions of the policy. For a few benefits, there are also co-pay mechanisms. Furthermore, hospitalization without pre-approval may result in a co-pay.

PassportCard also offers inpatient deductibles to enable a lower premium rate. If you choose a plan that includes an inpatient deductible, you will be billed up to that deductible cap for inpatient treatment. Costs that exceed that amount will be covered by PassportCard.

Coronaviruses (CoV) are a large family of viruses that cause illness ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory Syndrome (SARS-CoV).

Coronavirus disease (COVID-19) is a new strain that was discovered in 2019 and has not been previously identified in humans.

Common signs of infection include respiratory symptoms, fever, cough, shortness of breath and breathing difficulties. In more severe cases, infection can cause pneumonia, severe acute respiratory syndrome, kidney failure and even death.

(World Health Organization)

https://www.who.int/emergencies/diseases/novel-coronavirus-2019

We highly suggest to keep all measures recommended by the WHO.

https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for-public

All our insured customers are entitled to 24/7 on-call medical advice by MD-Medicus in German, as part of our coverage plans.

Yes, the policy covers medical expenses according to the table of benefits and the insurance plan purchased.

All plans cover: Inpatient treatment in case of infection will be covered under the policy, subject to the underwriting conditions set at the time of acceptance.  

COVID-19 detection tests will also be considered a medical expense in circumstances that justify testing in case suspicious symptoms or clear exposure to a patient diagnosed with Coronavirus.

Yes. Please contact us at +49 (0)40 46 00 20 222.

Yes. Our 24/7 telemedicine service in partnership with dozens of service providers (please see the list below) including MD-Medicus who are available with German Doctors to consult our customers on COVID-19 or any other medical issue.
Please contact us at +49 (0)40 46 00 20 222.

Yes, PassportCard contact center is operating inhouse 24/7 from Hamburg in German, and continues to provide service to all our customers around the world.

Each case is examined individually. Currently most countries in the world prevent entry of COVID-19 diagnosed patients from abroad and apply new restrictions on a daily basis. Companies operating emergency medical evacuation avoid evacuating COVID-19 patients. Considerations depend on the availability of medical staff who are capable of making such a transfer with the consent of a hospital to receive a COVID-19 patient coming from another country, and most importantly, the consent of the authorities in the receiving country to accept a COVID-19 patient into the country.

Each country has published its rules and conditions for conducting the tests. When appropriate symptoms appear and/or you were exposed to a COVID-19 patient, please contact the local health authorities (for example: US 911 or CDC hotline, UK 111) or consult with a physician.

We choose to adopt the World Health Organization guidelines that have so far been proven to be effective. We recommend our customers to retain social distancing, stay at home as much as possible, maintain strict hygiene, and refrain from travels abroad.

For any question or additional information on our International Private Medical Insurance Plans, do not hesitate to contact us at: vertrieb@passportcard.de

PassportCard Deutschland GmbH, underwritten by AWP Health & Life S.A., member of the Allianz Group.

The information presented above is as of the date of its publication, in accordance to the various developments and the instructions of official bodies. The Company reserves the right to change and adapt its answers and work procedures to any development of the situation, including insurance acceptance procedures and claims processing procedures. The aforementioned is subject to the benefit limits as set in the Terms and Conditions of the Policy.