When you claim, you are not doing it alone.
This is part of the service at no additional cost, for as long as your policy is active.
In hospital right now?
Contact me before settling the administration. Several things are far easier to arrange before the patient is discharged.
Contact nowAllianz customer service
The official 24-hour line for claim notification and membership verification.
1500 136
Notification deadline
Every policy sets a deadline for notifying a claim. Missing it is the most regrettable rejection of all, because it is entirely avoidable. Notify early even if documents are incomplete.
Two routes for a health claim
Cashless — at a network hospital
- Present your membership card and identification at registration.
- The hospital submits a guarantee request to Allianz.
- A letter of guarantee is issued once membership and benefits are verified.
- Covered costs are settled directly between the hospital and Allianz.
- Anything outside the cover — room class upgrades, non-formulary medication, excluded procedures — remains yours to pay.
The part that surprises people most: upgrading your room by choice. The difference often affects other components too, such as doctor and procedure fees, not just the room rate. Ask for the full consequence before agreeing.
Reimbursement — claiming back after paying
- Settle the hospital bill and request the original receipts with an itemised breakdown.
- Complete the claim form, including the section your treating doctor must fill in.
- Collect the medical resume, supporting test results and a copy of your identification.
- Submit through the app, an Allianz office, or through me.
- Verification runs, and the reimbursement is transferred to your registered account.
Processing times vary by claim type and completeness. Complete paperwork from the outset is the single biggest factor in how fast it moves.
Documents to prepare
| Claim type | Main documents |
|---|---|
| Hospitalisation | Claim form, original receipts with itemised costs, medical resume, laboratory and radiology results, copy of ID and membership card. |
| Outpatient | Claim form, doctor and pharmacy receipts, copy of the prescription, supporting test results if any. |
| Critical illness | Claim form, written diagnosis from a specialist, test results meeting the policy's definition of the condition, treatment history. |
| Death | Claim form, death certificate, medical certificate of cause of death, beneficiary identification, original policy. |
| Property | Claim report, photographs taken before clearing, itemised loss schedule, police or local authority report, repair estimate. |
This list is general. The requirements that apply are those in your Policy and the Allianz procedures in force when the claim is made.
If a claim is rejected
A rejection is not always the end of the process. The first thing I do is request the reason in writing, because the exact wording determines what happens next.
- Missing or illegible documents. The most common, and the easiest to fix by completing the file.
- Disagreement over diagnosis. Sometimes resolved with additional clarification from the treating doctor.
- Treated as a pre-existing condition. If there is evidence the condition arose after the policy started, that evidence needs submitting.
- Falls under a policy exclusion. If it genuinely is excluded, the rejection stands, and I will tell you so directly.
If the internal route is exhausted and you still believe you have been treated unfairly, there is a complaints path through the Financial Services Authority (OJK) and the Alternative Dispute Resolution Body for the financial services sector. I will explain the procedure if it comes to that.
Claims help applies to older policies too
If your policy was issued through another agent who is now hard to reach, contact me anyway.