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.

Yes, you are covered for treatments in Germany during your home visits after starting your relocation, provided that you obtained coverage in zones 0 – 3. If your country of destination is located in zones 4 or 5, you can choose to purchase coverage in zone 3 as well.

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 chat, WhatsApp , email or Facebook messenger.

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 for free.

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 and pre-existing medical conditions.

Your doctors and medical condition alone should determine the need for medical treatment.

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 are annually renewable. You will receive a renewal letter 2 months before the renewal.

You can pay monthly by SEPA and credit card only, or by bank wire transfer / credit card for semi-annual and annual payments.

PassportCard is a debit card which enables you to pay for medical services abroad without having to pay out of pocket.

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

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

2- Swipe: Once your PassportCard is loaded with the requisite cash amount, the medical service provider will be able to swipe the card for payment. In some cases we will ask you to photo the medical statements or receipts to the app. No claim form is required.

Please note, in the US payment is performed primarily via our network partners

Please contact the customer service call Centre and we willl issue a new card for you.

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 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.

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.

Medical conditions which are not covered by the policy are specified in the Table of Benefits “Exclusions and Restrictions”. For example the following medical conditions are not covered: accidents or injuries sustained during military service and selective abortion with no medical grounds.

There are deductibles only in our products for the US .

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.