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William Russell Claims Assistance

William Russell Claims Assistance, find help on how to claim for hospital treatment, outpatient treatment, emergency and other policy benefits.

  • William Russell logo

    Time frames on claims process:

    Respond to all inquiries Within 1 working day
    Acknowledge application Within 1 working day of receipt
    Assess and make decision on settlement of claim Within 5 working days

    Global Health claims:

    • How to claim for hospital treatment
    • How to claim for emergency treatment
    • How to claim for general treatment
    • How to claim for maternity treatment
    • How to claim for dental treatment
    • How to claim for psychiatric treatment
    • How to claim for well-being benefit
    • How to claim for compassionate home travel
    • How to obtain pre-authorization of your treatment

    Direct Billing Services

    • How to claim with direct billing benefit
      For expats living in Hong Kong or China
      For expats living in the UAE


    Claims Helpline

    The William Russell Claims Helpline can provide you with assistance throughout the claims process. Global Health members can use the service to discuss their policy benefits and receive instructions on how to claim.

    The claims assistance helpline assists members with:

    • Pre-authorise treatments
    • Pre-authorise emergency treatments
    • Provide details of your policy benefits
    • Confirm if your treatment is covered under your claim
    • Receive updates on your claim
    • Other claims related services

    Contact the William Russell Claims Helpline:

    United Kingdom: + 44 1276 486 460
    6am to 6pm Monday to Friday (UK hours)
    [email protected]

    Dubai Insurance Company: +971 4 2697708
    8am to 5pm Sunday to Thursday (Dubai hours)
    8am to 2pm during Ramadan
    [email protected]

    Global Health members can contact the Emergency Medical Assistance Helpline for claims queries outside of office hours.

    For more information about William Russell Health Insurance Plans, or to receive a free Health Insurance Quote, please contact one of our dedicated advisers today.

  • Global Health members

    How to claim for hospital treatment

    • If you think you need inpatient treatment, you will need to contact William Russell prior to hospital admission.
    • All members on a Global Health plan will need to obtain pre-authorization of inpatient treatment.
    • If you do not pre-authorize your treatment, William Russell may decline payment of your treatment, or reimburse only 80 percent of your entitlement.
    • See how to pre-authorise your hospital treatment.
    • It is important to confirm what hospital treatment you are entitled to under your Global Health Plan. Inpatient treatment may require completion of a waiting period, or your treatment may be reimbursed up to a certain limit, or incur an excess fee. Contact the Claims Helpline if you need assistance.

      United Kingdom: + 44 1276 486 460
      6am to 6pm Monday to Friday (UK hours)
      [email protected]

      Dubai Insurance Company: +971 4 2697708
      8am to 5pm Sunday to Thursday (Dubai hours)
      8am to 2pm during Ramadan
      [email protected]


    How to claim for emergency treatment

    1. In the event of an emergency, you do not need to obtain pre-authorization of your hospital treatment.
    2. If you require emergency treatment, you must contact the Medical Emergency 24 hour Hotline within 48 hours of the accident or health event.

      Expats worldwide (excluding Indonesia)

      Contact CEGA on
      +44 1243 621155
      24 hours a day 365 days a year
      [email protected]

      Expats living in Indonesia

      Contact Global Assistance and Healthcare on:
      +44 1243 621155
      24 hours a day 365 days a year
      [email protected]
    3. The Medical Emergency 24 hour Hotline will take down details of your treatment details, treating doctor and hospital.
    4. William Russell will arrange a direct settlement if possible with the treating hospital or medical facility.


    How to claim for General treatment

    1. Download a General Claim Form from the William Russell website and bring this with you to your medical appointment.
    2. At your medical appointment you will need to pay for your treatment.
    3. You and your doctor will complete relevant sections of the General Claim Form.
    4. Attach original receipts or any documentation requested in the General Claim Form.
    5. Send the completed General Claim Form to the International Claims Team:

      William Russell Limited
      William Russell House, The Square,
      Lightwater, Surrey, GU18 5SS, UK

      Dubai Insurance Company
      PO Box 3027, Dubai, UAE
    6. If you require emergency treatment, you must contact the Medical Emergency 24 hour Hotline within 48 hours of the accident or health event.
    7. Fully completed claim forms are processed and paid to your bank within 5 working days.
    8. Claims must be submitted within 6 months of treatment.
    9. William Russell will notify you if further information is required (this will incur additional time to process your claim).


    How to claim for Maternity treatment

    • After you have seen your Doctor and have completed a Maternity Claim Form (see below), you will need to contact William Russell to provide the details of your treating Doctor and the Hospital where you will receive your treatment. William Russell will contact your treatment provider and obtain a list of the expected medical costs.
    • It is important to confirm what maternity care you are entitled to under your Global Health Plan. Some plans may require completion of a waiting period, or your treatment may be reimbursed up to a certain limit, or incur an excess fee. Contact the Claims Helpline if you need assistance.

      United Kingdom: + 44 1276 486 460
      6am to 6pm Monday to Friday (UK hours)
      [email protected]

      Dubai Insurance Company: +971 4 2697708
      8am to 5pm Sunday to Thursday (Dubai hours)
      8am to 2pm during Ramadan
      [email protected]
    1. Download a Maternity Claim Form from the William Russell website and bring this with you to your medical appointment.
    2. At your medical appointment you will need to pay for your treatment.
    3. You and your doctor will complete relevant sections of the Maternity Claim Form.
    4. Attach original receipts or any documentation requested in the Maternity Claim Form.
    5. Send the completed Maternity Claim Form to the International Claims Team:

      William Russell Limited
      William Russell House, The Square,
      Lightwater, Surrey, GU18 5SS, UK.
    6. Claims must be submitted within 6 months of the first consultation with your Doctor.
    7. William Russell will notify you if further information is required (this will incur additional time to process your claim).


    How to claim for dental treatment

    • If you require routine dental treatment (Eg check up, X-ray, preventative scaling, amalgan filling, root canal), you will need to complete a Dental Claim Form.
    • If you require complex dental treatment (Eg inlays and bridges), you will need to complete a Dental Claim Form.
    • It is important to confirm what dental routine care/ dental complex treatment you are entitled to under your Global Health Plan. Dental plans may require completion of a waiting period, or your treatment may be reimbursed up to a certain limit, or incur an excess fee. Contact the Claims Helpline if you need assistance.

      United Kingdom: + 44 1276 486 460
      6am to 6pm Monday to Friday (UK hours)
      [email protected]

      Dubai Insurance Company: +971 4 2697708
      8am to 5pm Sunday to Thursday (Dubai hours)
      8am to 2pm during Ramadan
      [email protected]
    1. Download a Dental Claim Form from the William Russell website and bring this with you to your dentist appointment.
    2. At your denstist appointment you will need to pay for your treatment.
    3. You and your doctor will complete relevant sections of the Dental Claim Form.
    4. Attach original receipts or any documentation requested in the Dental Claim Form.
    5. Send the completed Dental Claim Form to the International Claims Team:

      William Russell Limited
      William Russell House, The Square,
      Lightwater, Surrey, GU18 5SS, UK.
    6. Claims must be submitted within 6 months of the first consultation with your Dentist.
    7. William Russell will notify you if further information is required (this will incur additional time to process your claim).


    How to claim for psychiatric treatment

    • If you have a referral for psychiatric treatment (inpatient or outpatient care), you will need to contact William Russell prior to receiving treatment.
    • You will need to obtain pre-authorization of psychiatric treatment.
    • If you do not pre-authorize your treatment, William Russell may decline payment of your treatment, or reimburse only 80 percent of your entitlement.
    • See how to pre-authorise your treamtent.
    • It is important to confirm what psychiatric inpatient/outpaitent treatment you are entitled to under your Global Health Plan. Psychiatric treatment may require completion of a waiting period, or your treatment may be reimbursed up to a certain limit, or incur an excess fee. Contact the Claims Helpline if you need assistance.


    How to claim for well-being benefit

    • Well-being benefits are available to those with a Global Health Platinum, Global Health Elite Gold or Global Health Elite Silver plan. Members are entitled to one well-being check up per year, after a continuous period of 12 months membership.
    • A Well-Being check up will include a medical examination, plus pap smear, mammogram or prostate check.
    1. Contact William Russell to obtain a well-being medical examination form and bring this with you to your appointment (form is sent via email, mail or fax) along with a urine sample.
    2. You and your doctor will complete relevant sections of the well-being medical examination form.
    3. Attach original receipts or any documentation requested in the well-being medical examination form.
    4. It is important to confirm what treatment you are entitled to under your Global Health Plan. Your well-being benefit may reimburse your examination up to a certain limit.
    5. Send the completed well-being medical examination form to the International Claims Team:

      William Russell Limited
      William Russell House, The Square,
      Lightwater, Surrey, GU18 5SS, UK.
    6. Claims must be submitted within 6 months of the first consultation with your Dentist.
    7. William Russell will notify you if further information is required (this will incur additional time to process your claim).


    How to claim for compassionate home travel

    • Compassionate home travel benefits are available to those with a Global Health Platinum, Global Health Elite Gold, Global Health Elite Silver, or Global Health Elite Bronze plan.
    • You will need to submit a claim form with supporting documentation:
      • An original copy of your relative’s death certificate
      • Travel documents which include cost of plane ticket
      • A letter from your relative’s doctor stating date of diagnosis (if a terminal illness had been the cause of death).
  • Global Health Members with a direct billing benefit

    Expats living in Hong Kong or China

    • Direct Billing is offered as an optional benefit on the Global Health Elite (Gold, Silver or Bronze) plan.
    • Those entitled to a direct billing benefit may use direct billing for outpatient treatment at the listed William Russell Network Providers. You are also free to use a Non Network Provider.
    • There are some treatments that will require pre-authorisation for direct billing.

    1. Download a Claim Form from the William Russell website and bring this with you to your medical appointment at one of the Network Providers, along with your membership card.
    2. You and your doctor will complete relevant sections of the Claim Form.
    3. The Network Provider will attach original receipts and documentation requested in the Claim Form and send to William Russell.
    4. Expats living in China will need to pay an excess fee of $50.
    5. The medical bill will be settled between the Network Provider and William Russell.
    6. William Russell will notify the Network Provider if further information is required (this may incur additional time to process your claim).
    7. If you use a Non Network Provider, you will need to pay for the treatment and submit a claim form and include receipts and documents required.


    List of William Russell Network Providers:

    Beijing
    Bayley and Jackson Clinic
    Hong Kong International Medical Clinic
    International Medical Centre
    United Family Medical Centre
    Vista Clinic
    Amcare Women and Children's Clinic

    Shanghai
    Shanghai East International Medical Centre
    Shanghai St Michael Hospital
    Sino United Health Clinic
    St Reiss Medical Centre
    United Family Hospital

    Hong Kong
    Quality HealthCare Medical Services



    Treatments that require pre-authorisation for direct billing:

    • Angiography (any type)
    • Colonoscopy
    • CT / Pet / MRI Scan
    • Chemotherapy and/or radiotherapy for cancer
    • Doppler studies
    • Echocardiogram
    • Endoscopic procedures (bronchoscopy / gastroscopy / arthroscopy / nasal endoscopy / cystoscopy)
    • EEG
    • Excretory urography
    • Hormonal tests other than routine thyroid function tests
    • Holter monitoring (24-hour ECG)
    • Hysterosalphinogography / Colposcopy
    • Mammography
    • Minor surgery (skin excisions, nail removal, biopsies etc.)
    • Physiotherapy / chiropractic treatment
    • Psychiatric treatment and/or counselling
    • Stress EKG
    • Stress Echo
    • Szintigraphy (any type)
    • Routine ultrasound (any type including prostrate)
    • The treatment of a condition that has become chronic


    Expats living in the UAE

    • Direct Billing is offered to corporate members on a Global Health Elite (Gold, Silver, Bronze) Plan or the Global Health Essential Plan.
    • Those entitled to a direct billing benefit may use direct billing for inpatient treatment at the listed Neuron Network Providers located in the UAE. You are also free to use a Non Network Provider.
    • There are some treatments that will require

      pre-authorisation

      for direct billing.
    • Direct billing can not be used for Dental treatments or well-being benefits. You will need to pay for the treatment and submit a claim form and include receipts and documents required.
    1. Download a Claim Form from the William Russell website and bring this with you to your medical appointment at one of the Network Providers, along with your Global Health card.
    2. You and your doctor will complete relevant sections of the Claim Form.
    3. The Network Provider will attach original receipts and documentation requested in the Claim Form and send to Neuron.
    4. Members may need to pay an excess fee.
    5. The medical bill will be settled between the Network Provider and Neuron.
    6. Neuron will notify the Network Provider if further information is required (this may incur additional time to process your claim).
    7. If you use a Non Network Provider, you will need to pay for the treatment and submit a claim form and include receipts and documents required.


    How to obtain pre-authorization of your treatment

    • All inpatient treatment, psychiatric treatment, and some outpatient treatments need to be pre-authorised by William Russell.
    • If you do not pre-authorize your treatment, William Russell may decline payment of your treatment, or reimburse only 80 percent of your entitlement.
    • It is important to confirm what treatment you are entitled to under your Global Health Plan. Your treatment may require completion of a waiting period, or your treatment may be reimbursed up to a certain limit, or incur an excess fee. Contact the Claims Helpline if you need assistance.

      United Kingdom: + 44 1276 486 460
      6am to 6pm Monday to Friday (UK hours)
      [email protected]

      Dubai Insurance Company: +971 4 2697708
      8am to 5pm Sunday to Thursday (Dubai hours)
      8am to 2pm during Ramadan
      [email protected]
    1. To organize pre-authorisation of your treatment, call the Claims Helpline on:

      All Global Health Members (excluding UAE)

      United Kingdom: + 44 1276 486 460
      6am to 6pm Monday to Friday (UK hours)
      [email protected]

      UAE Global Health Members

      If you are to be admitted to a Neuron Network hospital in the UAE
      Contact Neuron on 800 4408
      If you are to be admitted to a Neuron Network hospital outside the UAE but within the GCC
      Contact Neuron on + 971 4 3414770

      If you are to be admitted to a hospital outside the Neuron Network
      Contact Emergency Assistance on + 44 1243 621155
    2. William Russell will contact the Hospital / Network Provider / Neuron Network Provider and send a Notification of Treatment Form.
    3. The Hospital / Network Provider / Neuron Network Provider completes the Form and submits to William Russell.
    4. William Russell will authorise your treatment (with reference to your benefits on your Global Health plan) and payment will be directly organised between William Russell and the Hospital Network Provider.
    5. William Russell will notify the Network Provider if further information is required (this may incur additional time to process your claim) or the claim is denied.

    For more information about William Russell Health Insurance Plans, or to receive a free Health Insurance Quote, please contact one of our dedicated advisers today.

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