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 special visits (such as home visits), 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 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 90 days, we consider it repatriation and may request proof of continued expatriation.

b. As mentioned earlier, when covered in the UAE 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 that is 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 to physicians outside the network by a different co-payment scheme. We offer a great variety of in network providers.

Premiums can be changed according to your age group over the duration of the insurance period and by an update of premium payment to all relevant group members.

Our dedicated team is available 24 hours a day, 7 days a week via phone, Skype, website or app chat, email, WhatsApp and Messenger (not for sensitive information). Please take note of all contact information in 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 without additional charge for you and is estimated for the value of 100 EUR per call.

Please be aware that travel insurances provide coverage for emergency events only. They are much cheaper than international medical insurance, however it is time-restricted and suitable only for short trips, not for expats who require a 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, 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, trend of medical inflation around the world and the member’s results of 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 benefit may require you to inform us before obtaining treatment for pre-approval of costs. One example for that is any hospitalization that is not provided as an emergency mean without the ability to notify in advance. The terms and conditions also address this situation with the requirement for immediate update of treatment upon availability – You should notify us at least 72 hours before any inpatient medical care, except in the event of an emergency which would require then your update within 48 hours following your hospitalization.

The plans automatically renewed annually on the specified anniversary date that is listed in your membership certificate or your policy in the relevant cases. You will receive a renewal letter informing of the renewal date and the possibility of premium update 2 months before the renewal.

You can pay monthly by SEPA and credit card only. If you choose to pay by bank wire transfer you will be charged either quarterly, semi-annually or annually in advance, as agreed with you upon enrollment.

The PassportCard card is a debit card which 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 is usable upon its activation in advance either by contacting our 24/7 service center or personal use via the PassportCard Assist app.

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

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

2. Load: We will then load funds to 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 by you upon contacting the service center or as specified in the app. If you have received another treatment or an additional treatment, you should contact the service center before using the card to update the use of the card and ensure it is loaded accordingly.

Please contact the customer service call Centre and we willl 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 over 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 in the process, please contact us at +49 40 46 00 20 333 or by e-mail: kundenbetreuung@passportcard.de

You will be required to send us a receipt confirming use of the PassportCard for purchase of medication. If you use other medical services, you don’t necessarily need to hand over the bills but you need to keep them with you, as you may be requested to send us 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” item 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.

It depends on your plan. In our worldwide including the USA plans you are subjected to co-pay upon attending to medical providers that are not within our medical network. In addition, if you purchased the Compact or the Comfort plans you would also be subjected to deductibles while attending providers that are listed within network, according to the terms and conditions of the policy. On few benefits there are also co-pay mechanisms. In addition, hospitalization without pre-approval may result with co-pay.

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

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

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

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.