Insurance
Worried about medical costs and insurance abroad?
"Can I use my insurance?" "Will I have to pay up front?" Medical costs abroad can be a big worry. We explain in Japanese when insurance can and can't be used, and what procedures are needed.
Coverage
Can you use your insurance?
Find out whether you can avoid paying at the counter on the day of your visit.
| Country | Insurers not eligible for cashless service (by country) |
|---|---|
| Singapore | wellbe / Sompo Insurance Singapore / CIGNA |
| Malaysia | Cigna / Wellbe OMS |
| Philippines | wellbe |
| Thailand | Tokio Marine Insurance Thailand / Sompo Insurance Thailand / wellbe |
| Hong Kong | Cigna / Wellbe OMS |
If your insurer isn't eligible, you'll pay the medical fees first and then claim from your insurer or agent yourself.
In Singapore, if you have eligible overseas travel insurance, you can use cashless service and medical interpreting at no cost to you. Without insurance, medical interpreting is charged.
4 cases where cashless payment isn't available
In the following cases, cashless service isn't available and you'll need to pay and claim later. Please be aware of these before your visit.
- 01
Your insurer isn't accepted in that country
Insurers that aren't accepted vary by country. Even under the same brand, each country has a separate company and contract, so an insurer accepted in one country may not be accepted in another. Please check your country in the table below.
- 02
Your condition is judged not to be covered
Depending on your symptoms, cashless service may not be available. If you're not sure, please ask us before your visit.
- 03
You can't show your insurance policy or card
Without it, we can't bill the insurer directly. If you don't have it on the day, you'll need to pay the full amount first.
- 04
A guarantee of payment letter hasn't been obtained
If the insurer's guarantee of payment hasn't arrived, you'll also need to pay the full amount first. Please take particular care if you're using insurance that comes with a credit card.
Insurers we have accepted for cashless service
Within Cotovia Group, our Hong Kong locations publish the names of the insurers they accept. In addition to those below, various credit card insurance plans are also accepted.
At our locations in Singapore, Malaysia, the Philippines and Thailand, we advise on accepted insurers individually. Please tell us your insurer's name on LINE.
What insurance itself doesn't cover
Some things aren't covered by insurance at all. This depends on your policy, so please check the details with your insurer.
- Illnesses that began before your policy started
- Chronic conditions
- Vaccinations
- Health check-ups
- Pregnancy-related care
- Treatment beyond 180 days from the start
The above is based on information provided at our Singapore locations. It may differ by country and policy.
Two Ways
There are 2 ways to pay
What you pay on the day of your visit depends on whether cashless payment is available.
Cashless
You don't pay at the desk on the day of your visit. Cotovia bills the insurer or agent directly.
- 1 Before your visit, we check whether your insurance is eligible for cashless service
- 2 Show your insurance policy or card at reception
- 3 If needed, we obtain a guarantee of payment letter from the insurer
- 4 You have your consultation
- 5 Cotovia bills the insurer or agent directly
You pay nothing at the desk
Pay and claim later (reimbursement)
You pay at the desk first and then claim from your insurer yourself. This applies when cashless service isn't available.
- 1 You have your consultation
- 2 Pay the medical fees at the desk
- 3 We give you a medical certificate, receipt and itemized bill
- 4 You submit a claim to your insurer yourself
- 5 The insurer reimburses you later
You pay the full amount at the desk first
Payment methods
Payment methods when you pay and claim later. These vary by country and location.
| Country | Payment methods |
|---|---|
| Singapore | Credit card (VISA, MASTER, JCB) / PayNow / Debit card (NETS) / Bank transfer within Singapore |
| Malaysia | We'll let you know when you book |
| Philippines | Bank transfer / Collection by our staff For online consultations, we deliver the invoice with your medication after the consultation |
| Thailand | Credit card (VISA, Mastercard, JCB) / E-payment (QR code) / Bank transfer to Bangkok Bank |
| Hong Kong | We'll let you know when you book |
What to Bring
What to bring
What to bring to your visit. This varies by country.
- Insurance policy or card
- ID for online consultations
| Country | What to bring |
|---|---|
| Singapore | Insurance policy or card / Passport (send when booking) / ID (for online consultations) |
| Malaysia | We'll let you know when you book |
| Philippines | We'll let you know when you book |
| Thailand | Insurance policy or card / Passport / ID (for online consultations) / NRIC (if you have one) |
| Hong Kong | Insurance policy or credit card Our staff will help you check your coverage |
Claim
Claiming later
We prepare the documents you need for insurance claims and for applications to Japanese health insurance.
Medical certificate
A document describing your visit and diagnosis. Used for insurance claims.
Receipt
Proof of the amount you paid.
Itemized bill
A breakdown of consultations, tests, procedures and medication.
Forms for reimbursement from Japanese health insurance
Send us the required form on LINE and we'll prepare it after your consultation.
The clinic can prepare the documents you need
If you're not sure what you need, ask our staff before you leave
The required documents vary by insurer
Arranging a guarantee letter
If you're using insurance that comes with a credit card, a guarantee of payment letter needs to be arranged. Some steps must be done by you, so it's important to prepare before your visit.
- Patient
Contact your card company yourself
Before your visit
- Card company / partner insurer
Sends the guarantee of payment letter to Cotovia
Before your visit
- Cotovia
We confirm receipt and arrange for you to be seen with cashless service
At your visit
If this isn't arranged in time, you'll need to pay first and claim later yourself.
FAQ
FAQ
QCan I find out in advance whether my insurance works for cashless service?
Send us your insurer's name and policy on LINE and we'll let you know before your visit. Please also check your policy's expiry date, coverage and whether cashless service applies.
QCan I use insurance that comes with my credit card?
Yes. However, you need to contact your card company yourself in advance and have its partner insurer send a guarantee of payment letter to Cotovia. Please complete this before your visit.
QI came without my insurance policy
In that case, you'll pay the full amount first and claim from your insurer yourself later. We'll give you the medical certificate, receipt and itemized bill you need for the claim.
QCan I claim from Japanese health insurance?
We can prepare the documents used to apply for reimbursement of medical expenses incurred abroad. Send us the required form on LINE and we'll prepare it after your consultation. Please check eligibility and coverage with your health insurance provider.
QIs there a list of accepted insurers?
Our Hong Kong locations publish 6 insurers. In other countries, acceptance depends on your policy, so we advise individually. The surest way is to tell us your insurer's name.
QMy insurer is famous in Japan, so it works in every country, right?
Not necessarily. Even under the same brand, each country has a separate company, and each has its own contract with Cotovia. For example, an insurer we've accepted for cashless service in Hong Kong may not be accepted through its local companies in Singapore or Thailand. Please check whether it can be used in your country before your visit.
QIs there a charge for medical interpreting?
In Singapore, if you have eligible overseas travel insurance, medical interpreting is also available at no cost to you along with cashless service. Without such insurance, medical interpreting is charged. For other countries, please ask us on LINE.
QCan I use insurance to continue medication for a chronic condition?
Chronic conditions are often not covered by insurance, so cashless service may not be available. This depends on your policy, so please ask us before your visit.
Insurance questions
Feel free to ask whether your insurance can be used. If you send us your policy details and the name of your insurance company on LINE, we'll advise you individually before your visit.
Ask us on LINE