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FAQs

  • Why is the benefit ratio of designated hospitals lower than other hospitals?
    Ping An Health provides coverage in agreement with the standard rate of medical expenses. In designated hospitals, medical expenses are higher and thus customers must carry a co-payment in accordance to a benefit ratio (outlined in their policy).
  • What official documents do I need to bring if I want direct billing at an outpatient or inpatient visit?
    To receive direct billing at an outpatient or inpatient visit, you need to bring your passport and insurance card to your outpatient or inpatient appointment. On your behalf, Ping An will provide the hospital with a letter confirming your access to direct billing for outpatient/ inpatient visits.
  • What if I haven't got an insurance card yet? Can I still access direct-billing?
    Yes you may, but please call customer service in advance so we can make arrangements with the hospital on your behalf. Alternatively, you can go directly to the hospital with your valid passport and ask the staff to call us to confirm your access to direct billing.
  • How long does it take to be paid out after submitting a claim?
    After the receiving all necessary claim settlement documents, the company will resolve claims for simple cases within 10 working days and payout via a bank transfer. The transfer time depends on bank service,and takes 3-5 working days in general.
  • What if I am severely ill or injured and unable to call Ping An for pre-authorization?
    In the case of severe illness or injury, you can call us within 48 hours of hospital admission to request pre-authorization.