When policy refunds may be processed
Policy refunds can be initiated solely by the policyholder(s) and are strictly governed by the terms and conditions outlined in your policy concerning cancellations and refunds. Additionally, policy refunds are subject to no outstanding premiums on the client account with GIG Gulf.
How refunds are paid
Refunds are always issued to the policyholder or the original payment source, typically the credit card or bank account used for the initial payment.
In exceptional cases, subject to approval, refunds may be directed to a third party with the authorization of the policyholder, which is conveyed to GIG Gulf. In such instances, GIG Gulf will require the completion of a Bank Transfer Details Form from the third party. This form enables GIG Gulf to conduct compliance checks on the third party before initiating the transfer. Payments to third parties will only be executed after successful compliance clearances.

Family Member or Third Party as Payee:
1. Passport of both Policyholder and Payee
2. Visa and ID (i.e. Emirates ID) copies of both policyholder and Payee
3. Authorization letter from policyholder confirming GIG to settle the refund to Payee
4. Proof of relationship between policyholder and payee
Company as Payee:
1. The visa of the Policyholder should be sponsored by the Company; if not, an Employment Letter is required.
2. Authorization letter from policyholder confirming GIG to settle the refund to Payee
3. Valid Trade License of the company
4. Valid VAT Certificate of the company (where applicable)
Supplying this information does not automatically guarantee that payment will be accepted. Such requests are subject to compliance checks and payment shall be processed upon successful compliance clearance.

The price can be influenced by various factors, but is primarily based on:

• Choice of plan
• The individual client's profile, including existing or anticipated medical conditions
• Past claims history

As per the terms and conditions of your policy, it is the client's responsibility to cover all applicable taxes/VAT/fees in the respective policy country, in relation to the policy premiums invoiced by GIG Gulf. GIG Gulf does not hold the liability to reimburse the client for any portion or the entirety of these taxes/fees that are payable by the client.

• Regarding taxes on reimbursement claims: Members are accountable for settling any taxes/fees owed on their reimbursement claims. GIG Gulf is responsible for reimbursing only the cost of the claim itself.
• In the case of taxes related to direct billing by healthcare providers: When applicable taxes/fees are imposed by the service provider on services rendered to GIG Gulf clients and members, GIG Gulf will settle these taxes to the service provider or regulator as dictated by regulations.
  

To determine whether your policy includes maternity coverage, you can refer to the "Maternity Benefit: Pregnancy and Childbirth" section within your table of benefits. For guidance on accessing your table of benefits and understanding the benefits provided by your policy, please review the response to the question, "What benefits does my policy provide, and where can I download my table of benefits?"

Outpatient Maternity coverage encompasses consultations, tests, treatments, and pharmacy expenses. The application of Co-Insurance will be applied as per your policy benefits. It's important to refer to your Table of Benefits (TOB) as this coverage can vary by region and is subject to regulatory requirements.

The extent of coverage will be in line with both local regulations and international medical guidelines, and it's worth noting that a waiting period may be applicable in accordance with your TOB. If you seek Outpatient services outside the GCC region, they will be evaluated on a reimbursement basis.

Inpatient Maternity coverage encompasses the expenses associated with the delivery of your baby, whether it's a normal delivery or a medically necessary C-section. Additionally, this benefit also covers medically necessary legal abortions.

The "Pre/Post-Natal Complications" benefits encompass unforeseen medical situations that may arise during pregnancy (antenatal), childbirth, or after delivery (postnatal). These situations necessitate additional care or interventions beyond what would typically be required for a normal pregnancy, as they pose a direct threat to the well-being of the mother and/or baby.

For a maternity claim to be considered a complicated pregnancy and for coverage of a C-section up to the policy limit, it must meet specific criteria, including the following conditions: Placenta Previa, Pre-eclampsia, Fetal distress, Urine rupture, and Umbilical cord prolapse. It's important to note that this benefit is exclusively available to eligible married females per policy year.

The UAE is renowned for its forward-thinking approach to improving living standards, which also extends to its healthcare system. Both Abu Dhabi and Dubai have established legislation to ensure that all Emiratis and expatriates receive a specified level of healthcare coverage. According to these regulations, it is mandatory for employers to provide health insurance for their employees. In Abu Dhabi, this requirement also extends to cover spouses and up to three dependent children up to the age of 18.

It is crucial to have a clear understanding of your legal responsibilities in compliance with these laws. Our staff members are well-versed in the various intricacies and can provide you with the necessary guidance.

C-Section (when medically necessary) will be covered only under the maternity limit unless it is a complication as per diagnosis: Placenta Praevia, Pre-eclampsia and eclampsia, Fetal distress, Uterine rupture and Umbilical cord prolapse.

We advise you to get in touch with us promptly to facilitate the inclusion of your child in your policy. Please have the following documents ready:
1. Completed application form
2. Birth certificate
3. Passport and Visa (if applicable)
4. A signed undertaking letter (if passport/visa is not available)

If your insurance policy permits the inclusion of dependents, and you have a newborn, it's crucial to inform us promptly about this new addition. Depending on the specific policy regulations and details, we may be able to backdate the coverage to the date of the newborn's birth.

Certain plans we offer include a 'Newborn Benefit,' which provides provisional coverage for the newborn under the mother's policy for up to 30 days within the defined geographical scope. For further information about this benefit and the prerequisites for adding a newborn, please refer your table of benefits and policy handbook.

A program offering a set of diverse healthcare solutions of wellness and prevention, tailor-made for you and your loved ones.
Our goal is to address and cater to your healthcare needs throughout all stages, from being healthy to occasionally ill to chronically to critically ill.
It is a comprehensive kit of mental and physical management and prevention tools that will help you maintain a healthy lifestyle and support you in case of illness.

Teleconsultation is a 24/7 virtual healthcare consultation with licensed GPs through audio and video calls, teleprescription, health guidance from a nutritionist, and chronic condition monitoring and coaching.

Service Benefits

• 24/7 access to GPs for medical advice
• Medication prescription
• Medication delivery (where approved by regulators)
• No Co-pay
• Wellness and prevention guidance from GPs and nutritionists

Access options
You can access the service through:

• MyGIG Gulf’ app. To speak to a doctor, select the ‘Call a doctor’ icon
• Alternatively dial in the toll-free number from a mobile or a landline. Please contact your HR or key account manager to have more information.

We recommend using this tool as soon as your insurance policy starts and throughout the year, whether you are looking for prevention guidance or fall sick and need immediate medical advice.

Mindset is a confidential 24/7 access to emotional well-being counseling with licensed psychologists through voice calls. It is a service aiming at raising awareness about mental health by reducing the stigma, preventing mental distress by fostering resilience and empowering you towards a state of psychological safety at work and in your lives.

Service Benefits

• 24/7 access to psychologists through a hotline
• Available in 5 different languages: English, Arabic, Urdu, French & Hindi
• Access throughout the year to podcasts, seminars and workshops provided by professional coaches to inform, support and empower you toward a resilient mind

Access Points

Your employees and their dependents (above 17 years) can access the service through:

• ‘‘MyGIG Gulf’ app by selecting the ‘Speak to a Psychologist’ icon
• Alternatively, dial in the toll-free number from a mobile or a landline. Please contact your HR or key account manager to have more information.

We recommend you use this tool as soon as your insurance policy starts and throughout the year for any matters impacting your wellbeing or psychological health.

MyWellness Week is Health on Tracks' annual online educational event designed to empower participants with knowledge across multiple dimensions of holistic well-being, inspiring them to make positive life changes. This program offers a range of free classes and provides access to world-class experts in various well-being areas. It's an excellent opportunity to strike a balance between work and well-being, with attractive incentives for the highest engagement levels. To benefit from this program, access all previous sessions through the Health on Track section of the MyGIG Gulf Mobile App . Registration will be available when the program reopens.

GIG Gulf Health Talks are a series of online webinars featuring experts discussing well-being topics such as stress management, mindfulness, heart health, and more. These webinars empower you with knowledge to enhance your quality of life and maintain a positive lifestyle. To access these sessions, you can find all previous sessions on the Health on Track section of MyGIG Gulf Mobile App and invitations are sent directly to members by the "GIG Health & Wellbeing" Team

GIG Gulf Health and Well-being Blog consists of monthly posts that share practical and actionable knowledge related to well-being. These articles cover a variety of trending topics related to healthy living, disease management and prevention. Access to all the blog posts through the GIG Gulf Website or Health on Track section of the MyGIG Gulf Mobile App .

The Health on Track Podcast is a bi-weekly shot of wellness insights. We feature subject matter experts who address a wide range of health concerns and wellness challenges to support our members at all stages of their wellbeing journey. You can listen to the podcast on platforms like Spotify, Apple Podcasts, YouTube, Anghami or through the GIG Gulf Website .

Outpatient: An outpatient refers to a patient who does not stay overnight in a hospital but instead visits a hospital, clinic, or related facility for diagnosis or treatment and is subsequently sent home after the consultation.
Daycare: Daycare pertains to a patient or case that enters a hospital for a medical treatment or surgical procedure and is managed and discharged within a single day. This falls under the category of outpatient care.
Inpatient: An inpatient denotes an insured member who is formally admitted as a bed patient in a hospital. They incur daily room and board charges, and the stay typically spans a minimum duration of 24 hours.

When an employee health insurance plan includes co-insurance, members may be required to contribute a specific percentage of the treatment cost. The exact percentage hinges on two key factors:

• The co-insurance percentage specified for all Outpatient services, as indicated on the health insurance digital or physical card.
• Whether a member sought care from an In-Network Provider under a Direct Billing arrangement or from an Out-of-Network Provider, where they paid upfront and later sought reimbursement, in the case of an emergency.

In contrast, a co-pay or deductible refers to a fixed amount individuals must pay when they visit a doctor for a consultation. The specific amount is detailed on their medical card. It's important to note that the "co-pay" should not be charged for follow-up visits within 7 calendar days if the visit is related to the same condition and involves the same doctor.

For more comprehensive information about the particulars of your medical insurance plan, including any additional applicable co-insurances, it's advisable to consult your insurance provider directly.

From GIG Gulf website

• Navigate to the GIG Gulf Website , choose your respective country, click on ` Contact Us ` on the main page, and you will find all the contact information you need to contact our Customer Service Team. Inquiry and complaint forms are also available on this page.

From MyGIG Gulf app

• Login to MyGIG Gulf Mobile App .
• Navigate to `Profile & App Settings`
• Navigate to the `Help & Support` menu in the `Queries and Complaint` section, and you can submit a query or a complaint from there.

Upon submitting your complaint, you can anticipate a response from us within one working day. We will promptly acknowledge your complaint and provide you with a reference number. Furthermore, we will outline the subsequent steps in the process and provide you with the means to get in touch with us for further discussion.

We are committed to conducting a thorough investigation and aim to communicate the outcome of your complaint within 7 working days for UAE, Oman and Bahrain, 5 days for Qatar. In the event that this timeline cannot be met, we will notify you and ensure you are kept informed throughout the process.

Please rest assured that your complaint will always be handled with fairness and confidentiality. Once your matter is resolved, your feedback will contribute to our efforts to enhance our services.

To inquire about the status of the pre-approval request, please reach out to us using the contact number provided on the back of your medical card.

• The email used for a password reset should be registered with the MyGIG Gulf Mobile App. Make sure that you enter the correct email address.
• If a personal email (such as Hotmail, Gmail, Yahoo, etc.) is used for reset, check your spam folder or junk mail if it is not received in your inbox.
• If the email still cannot be retrieved, then please contact us at mcs@gig-gulf.com .

All inpatient services, including surgeries, necessitate pre-approval from GIG Gulf to check eligibility, suitability and limit availability. If you are consulting a healthcare professional within our network, your medical provider will initiate the pre-approval process on your behalf. However, if your medical provider is not within our network, you can arrange to send an email to intl@gig-gulf.com , including the following requirements:

• A pre-authorization request form detailing the treatment plan, signed and stamped by the treating doctor.
• An itemized cost estimate of the hospital bill, providing a breakdown of all charges.
• A comprehensive medical report.
• Diagnostic reports.

For healthcare providers within our network, pre-approval may take up to 4 hours, depending on the specific case. If you are consulting a provider outside our network, the pre-approval process may take up to 8 hours, again contingent on the individual case.

If you encounter any disputes or discrepancies, we recommend contacting us via email at mcs@gig-gulf.com or the "Contact Us " option for assistance.

The documentation needed for individual and family health insurance plans typically includes the following:

• A completed and signed Application Form
• A duly signed GIG Quotation Form
• Signed Underwriting Letters, Final Binding Acceptance Forms, and, in some cases, medical tests
• Proof of identity documents, such as a passport or Emirates ID
• Proof of payment

Please be aware that the required documents may vary depending on the country, and additional documents might be necessary to comply with each country's specific regulations. For a comprehensive list of the required documents, please visit our 'Contact Us' page to find the most convenient way to get in touch with us or visit one of our branches, where we can assist you further.

If your spouse's employer does not provide insurance coverage for dependents, your sponsor will need to arrange a separate insurance plan for you. GIG Gulf offers a variety of individual insurance options to suit your needs. Please get in touch with us for further details and assistance.

Health insurance provides you with a safety net against unexpected medical expenses, including costs related to hospitalization, medications, or doctor visits.

• If you forgot your MyGIG Gulf password, tap on "Don't remember your password" link on the log-in page.
• Enter your registered email with GIG to receive the password reset link. Once you entered your email, click on 'Send Email'.
• You will see a confirmation on the screen that the password reset email was sent to your email.
• Next, open your email inbox and check for an email from 'support-giggulf@gig-gulf.com '.
• You will receive the password reset link on the email address that you used to register on MyGIG Gulf. Once you receive the email, click on 'Reset Your Password'.
• Enter your new password, and repeat it for confirmation, then tap to save it. You can now go back to MyGIG Gulf entry page and log in using your new password.

Yes, eCards can be used for visa stamping purposes.

To access the details of your policy benefits and download the table of benefits, please follow these steps using the MyGIG Gulf mobile app:

• Log in to the MyGIG Gulf Mobile App.
• On the dashboard, select 'View Details' for your active policy to access your policy specifics.
• Navigate to the 'Covers & Services' tab to view the list of services covered by your policy.
• To download your table of benefits, simply click on 'Download'.
  

If you opt not to use your card within the network, all benefits and services submitted for claim reimbursement of claims will be evaluated based on the Reasonable and Customary rates. Reasonable and Customary Charges are equivalent to the average of our negotiated, discounted cost for the same treatment within the network shown in your plan. The coverage of cost incurred or customary charges (whichever is less) and the level of reimbursement will be determined based on the membership plan you have chosen.

This means there may be out-of-pocket expenses depending on how the charges align with this standard. For a detailed understanding of your healthcare policy, including potential out-of-pocket costs, access your table of benefits and membership handbook on the MyGIG Gulf Mobile App .

You can find specific information about the countries where you have coverage by referring to your Table of Benefits (TOB) which outlines your area of cover and lists the countries where you are eligible for medical treatment.

To access your insurance certificate, you can follow these steps:

• Log in to the MyGIG Gulf Mobile App .
• Navigate to the 'Active policy' section and click on 'View Details' to access your policy information.
• Select the 'Documents' tab.
• Under the 'Insurance / Travel Certificate' section, click on "View" to both view and download your Insurance Certificate.
• If needed, you can click on 'Share' to easily share the Insurance Certificate.

Please note that you will require Adobe Acrobat Reader or any other PDF viewer to open and view the certificate.

If you need to be admitted to a hospital while abroad, please promptly reach out to us at least 7 days before the planned treatment. You can contact us via phone at +971 4 507 4000 or send an email to intl@gig-gulf.com . Ensure that you include all necessary information, such as your policy number, admission date, medical reports, doctor's details, hospital information, and cost estimates.

To secure pre-approval from network providers, you will need to provide either your Emirates ID or your e-Card accessible via the MyGIG Gulf Mobile App. The provider will handle the pre-authorization process in accordance with the service level agreement, eliminating the need for you to take any additional steps.

• Login to MyGIG Gulf Mobile App
• Initiate the straightforward online claims process by clicking on the 'Submit a claim' button.
• Your policy information will be automatically pre-filled. Proceed to enter your contact details by scrolling down on the same page.
• Complete the required contact information and agree to the Terms & Conditions by ticking the checkbox.
• Click on 'Next' to proceed to the document uploading stage.
• Provide claim details for either yourself or your dependents.
• Upload the necessary documents, including the claim form signed and stamped by your treating practitioner and yourself, as well as stamped invoices or receipts, along with any supporting documents such as medical reports, laboratory test results, ultrasound reports, and referral letters.
• Input your bank details or edit them if they are stored from previous submissions, and then click on 'Next' to review all the details before finally submitting your claim.

• Navigate to the GIG Gulf Website and click on the MyGIG link. Alternatively, you can select `Submit a Claim` from the Health tab under the navigation bar and select `Submit a Claim` under Insured Members.
• Click on `Login` and enter your MyGIG Gulf credentials.
• Initiate the straightforward online claims process by clicking on the `Claims` menu.
• Click on the 'Submit a claim' button.
• Your policy information will be automatically pre-filled. Proceed to enter your contact details by scrolling down on the same page.
• Complete the required contact information and agree to the Terms & Conditions by ticking the checkbox.
• Click on 'Next' to proceed to the document uploading stage.
• Provide claim details for either yourself or your dependents.
• Upload the necessary documents, including the claim form signed and stamped by your treating practitioner and yourself, as well as stamped invoices or receipts, along with any supporting documents such as medical reports, laboratory test results, ultrasound reports, and referral letters.
• Input your bank details or edit them if they are stored from previous submissions, and then click on 'Next' to review all the details before finally submitting your claim.
  

• For DOH-Compliant Plans: The eligible expenses related to newborn treatment are covered for up to 30 days from the date of birth (DOB) under the mother's insurance coverage. However, this coverage is contingent upon adding the newborn to the policy within 30 days from the DOB. Backdating is not permitted in this case.
• For DHA-Compliant Plans: Similar to DOH-Compliant plans, the eligible cost of newborn treatment is covered for up to 30 days from the DOB under the mother's insurance coverage. The condition for coverage is the addition of the newborn to the policy within 30 days from the DOB. Backdating is allowed for newborns up to 7 days from the DOB. If this 7-day limit is exceeded, enrollment will start from the date of GIG's receipt of complete documentation.

Please Note: Any medical treatment or services incurred prior to policy issuance will not be covered on a reimbursement basis.

Our GIG Gulf staff, available at our offices, points of sale, shops, and call center, will assist you in providing valid receipts for policy premiums paid through payment links, POS or any other payment methods.

You can find the details regarding co-payment and deductible fees for your policy in the table of benefits on the MyGIG Gulf app by following these steps:

• Log in to the MyGIG Gulf Mobile App .
• Go to the 'Active policy' section and select 'View Details' to access your policy information.
• Click on the 'Covers & Services' tab, where you'll find a list of the services covered by your policy.
• To review the complete details of your benefits, including co-payment and deductible information, simply click on 'Download' to download your table of benefits.
  

You have the option to consult with any healthcare professionals who are part of the direct billing network linked to your policy (please refer to your policy document for details). If you decide to see a provider outside of this network, you will need to cover the costs upfront and then submit a reimbursement claim (Pay & Claim). We will refund the expenses based on Reasonable and Customary rates that apply to your network. To find a list of direct billing network providers, you can access the GIG Gulf Medical Provider Locator through the MyGIG Gulf Mobile App or the GIG Gulf Website.

Unrecognized providers" essentially refers to healthcare professionals or facilities that GIG Gulf network does not acknowledge for direct billing and/or reimbursement. Hence, we highly advise you to access theGIG Gulf Unrecognized Providers List , which is available on the MyGIG Gulf Mobile App or the GIG Gulf Website and download the most up-to-date list. Doing so will help you avoid incurring out-of-pocket expenses.

Your policy number and membership number can be found on your health insurance card which was shared as part of the onboarding email sent to you from e-boarding@gig-gulf.com. If you are unable to find it, kindly contact your HR or insurance coordinator. Alternatively, you can contact us providing your name and DOB on mcs@gig-gulf.com .

MyGIG Gulf is a mobile app available to all our customers. To download the app Click Here . The app allows you to view your individual and dependents' Health e-cards; check your policy benefits & covers; find the nearest medical providers; submit, manage and track your individual and dependents' claims, view your offers and much more.

You can conveniently access the Health e-Cards for yourself and your dependents through the MyGIG app by following these steps:

• Log in to the MyGIG Gulf Mobile App.
• To view your E-card, simply click on 'View E-card' under the 'How can we help you' section.
• Alternatively, you can click on 'View Details' to access your policy specifics.
• From the 'Overview' tab, you can easily view or share your Health e-Card.
• To view the Health e-Cards of your dependents, navigate to the 'Dependents' tab, select the relevant member policy, and then choose 'View Full Card.' To share the Health e-Cards of your dependents, you can select 'Share' on the same page.

• For outpatient services outside the network, reimbursement will be the method of payment. (We will refund the expenses based on Reasonable and Customary rates that apply to your network)
• When it comes to inpatient services, you should reach out to us to obtain a Guarantee of Payment (GOP), which is contingent upon the provider's acceptance. GOP ensures that you won't need to make payments for eligible treatments.
• In specific situations, we can also facilitate direct billing for elective inpatient treatment with our affiliated partners, depending on the treatment location and provider's acceptance, provided that pre-approval is granted in advance.
• You can access your list of International Network Providers by using the GIG Gulf Medical Provider Locator on either the MyGIG Gulf Mobile App or the GIG Gulf Website.

Health insurance offers several advantages:

• Budget Planning: You can plan your finances better by knowing your upfront costs at the beginning of the year
• Access negotiated rates for medical expenses
• Benefit from claims management assistance
• Ensure insured individuals receive necessary treatment promptly, aiding in a speedy recovery
  

It's crucial to thoroughly review and comprehend the benefits and exclusions outlined in the plan you choose, as coverage can vary. Typically, treatments that go beyond your plan's benefits are excluded. Services that are not medically necessary, such as cosmetic procedures, fertility investigations & treatments and supplements are also excluded. Conditions related to 'self-harm,' including suicide attempts, hazardous pursuits, experimental treatments and drug or alcohol-related conditions are not covered.

Additionally, some plans may require you to disclose pre-existing conditions. Failure to do so may result in the exclusion of these conditions and any related ones. If you have any uncertainties, please provide us with the specifics of your situation and we can offer guidance.

We provide a diverse range of healthcare solutions, and other insurance products like motor, home, travel, personal accident and pleasure craft insurance. Please visit our 'Contact Us ' page to discover the most convenient method for you to reach out to us, allowing us to assist you further.

You can get a quote for Medical Insurance or any of our other insurance products by using one of the following methods:

• Contact us through the GIG call centre numbers. Our representatives will be happy to assist you.
• Visit the GIG website and complete the Quotation Form . One of our representatives will contact you within one working day using your contact details.
• Visit one of our branches. Our representatives will be happy to assist you.
• If you prefer to appoint a broker, our trusted partners can assist you with obtaining a quotation.

We recognize that transitioning between health insurance providers may appear intimidating, especially when it involves something as vital as your healthcare coverage. Nevertheless, please be reassured that we are here to offer you comprehensive support and guidance throughout this process. If there is a specific reason motivating you to change insurers, we encourage you to share those details with us. This way, we can provide you with a clear understanding of how we would handle your situation, enabling you to make an informed decision.
When contemplating switching to a new insurance provider, it's essential to carefully assess how your pre-existing conditions will be handled and whether there might be any interruption in coverage between the end of your current policy and the start of the new one.

We offer a diverse range of products tailored to meet the varying needs of individuals residing in the UAE, Qatar, Bahrain, and Oman. It's important to note that there may be entry age restrictions in some countries. To get specific information and guidance based on your location and circumstances, please visit our 'Contact Us' page, where you can contact us conveniently, and we will be happy to assist you.

Your GIG Gulf insurance plan offers a convenient method of accessing healthcare services without the need for a physical insurance card. Simply present your Emirates ID when visiting an in-network healthcare facility and mention 'GIG Gulf.' Alternatively, you can also utilize the MyGIG Gulf Mobile App and present your e-card to access medical care.

Absolutely, you can easily access medical services by presenting a copy of your Emirates ID or by displaying your GIG digital e-card through the MyGIG Gulf Mobile App to the healthcare provider.

Coinsurance or co-payment refers to the portion of the expenses you are responsible for paying to the hospital or healthcare provider for any outpatient services covered by your insurance policy. This means, you will be required to contribute 20% of the total bill.
For a comprehensive understanding of your coverage, please refer to your Table of Benefits and Policy Handbook. This will provide you with complete details regarding your coverage.

To clarify, the deductible of AED 40 applies solely to consultation services. You won't be responsible for any expenses related to other covered services.
For a comprehensive understanding of your coverage, please refer to your Table of Benefits and Policy Handbook. This will provide you with complete details regarding your coverage.

To determine if your policy covers dental and optical services, please refer to your Table of Benefits and specifically look in the 'Routine Dental Benefit' and 'Optical Benefit' sections. You can find instructions on accessing your Table of Benefits in the answer to the question, `What benefits does my policy provide, and where can I download my table of benefits?`

Healthcare providers have the capability to verify your insurance information through our online platform by utilizing your Emirates ID or e-Card. Your e-Card information is conveniently accessible on the MyGIG Gulf Mobile App or the GIG Gulf Website . You can easily download and store the e-Cards on your mobile device for quick access.

If a network provider does not accept your card, please double-check that you are seeking services from a provider within your policy's network. You can easily access your list of Network Providers by using the GIG Gulf Medical Provider Locator on either the MyGIG Gulf Mobile App or the GIG Gulf Website. If the provider is indeed within the policy network but is still not accepting the card, we kindly request that you get in touch with our Call Center through the provided contact numbers or send an email to mcs@gig-gulf.com for assistance.

If you find yourself without your insurance card when visiting a healthcare provider, there are alternative solutions available. If you are in the UAE, you can use your Emirates ID. Or, for all other locations, you can access your E-card via the MyGIG Gulf Mobile App.

Pre-approval is necessary for specific outpatient (OP) services and all inpatient (IP) services when you receive treatment from a provider within the network. You don't have to take any action yourself; the healthcare provider will initiate the pre-approval request directly to GIG Gulf for the services that require it.

You will receive an SMS or email notification once the provider has submitted the approval request, and subsequently, when it has been processed. If you do not receive any notification, please reach out to GIG directly using the contact number provided on the back of your medical card.

No, pre-approvals are not necessary for emergencies.

For outpatient services, the standard turnaround time is 1 hour, with 95% of cases processed within 60 minutes or less.
For inpatient services, the standard turnaround time is 4 hours.

You can register your claim request through either the MyGIG Gulf Mobile App or the GIG Gulf Website. This allows for a simple and convenient way to submit, monitor, and manage claims for both yourself and your dependents.

• Access the MyGIG Gulf Mobile App and log in.
• To access your submitted claims, simply tap on the 'Claims' icon.
• The claims list view will enable you to monitor the progress of your claim. You can conveniently download the claim report or tap the arrow for more detailed information about your claim.
• If you have the claim number, click on the 'Track & Update a Claim' button. Enter the claim number and select 'Submit' to view the claim details and status.
• To view claims for your dependents, switch to the dependent claim view and choose the desired policy to review.
• Recently submitted claims will be visible once they are received and the claim review process commences.

You can access the claim form for download from this Link . Please ensure to include all pertinent documents, such as original invoices indicating the cost per item, payment receipts, laboratory report, medical report, and a filled, signed, and stamped claim form (endorsed by the treating doctor).

Yes, for claim submission, proof of payment is necessary. Acceptable proofs of payment may include a credit card receipt or a hospital receipt stamped as paid. This documentation serves as a guarantee that the member has settled the expenses for the services availed.

An itemized invoice provides a detailed breakdown of the medical services you have received, along with the specific cost for each service. It is essential for every claim submission as it clearly indicates the services taken, their respective dates, and the corresponding costs.

GIG Gulf does indeed accept scanned copies of documents. However, it's important to note that in certain situations, we may request original documents. Therefore, we recommend that you retain all original documents pertaining to your treatment until the claim is finalized.

Please be aware that GIG Gulf retains the option to request original documents during the claims processing, so we strongly advise holding onto the original documents for a minimum of 12 months after the treatment date or until the claim has been successfully resolved.

After you submit your claim, we will send you a claim reference number through email and SMS. You can use this reference number to track the progress of your claim whenever needed.
We aim to review your claim within 5 business days and settle eligible claims it through a bank transfer within 10 business days, provided we receive all the required documents.
In case the claim documents are insufficient, we will inform you via email the incomplete information or documents. Additionally, you can also check the status of your claims by logging into the GIG Gulf Website or using the MyGIG Gulf Mobile App

All benefits and services submitted for claim reimbursement will be assessed according to the Reasonable and Customary Charges or as specified in your table of benefits, following the terms and conditions of your policy. The Reasonable and Customary Charges represent an average value based on our negotiated, discounted costs for similar treatments within the network indicated in your plan.

This means there may be out-of-pocket expenses depending on how the charges align with this standard. For a detailed understanding of your healthcare policy, including potential out-of-pocket costs, access your table of benefits and membership handbook on MyGIG Gulf Mobile App.

GIG Gulf's objective is to review your eligible claims within 5 business days and finalize the settlement within 10 business days, provided we receive all the required documentation.

The reimbursement amount you receive is subject to adjustments in accordance with the terms and conditions of your policy. These adjustments consider the following factors:

• Co-pay and co-insurance percentage deductions as outlined in your policy terms.
• Deductible amount, if applicable and as specified in your policy terms.
• If the claimed cost of services exceeds the average cost of services within your GIG Gulf provider network, the excess amount will be subtracted from the total bill.
  

If you need to resubmit your claim or if you are asked to provide additional documents, please use the MyGIG Gulf Mobile App or GIG Gulf Website . These platforms allow you to conveniently resubmit your claim and keep track of its status.

Reimbursement claims are paid through wire transfer. To ensure a smooth transaction, please update your bank details using the MyGIG Gulf Mobile App or GIG Gulf Website . For seamless receipt of funds, kindly provide complete and accurate bank account details.

Currently, the online payment link/POS option is available for paying the premiums that are due on your quote. If you need to make payments for different purposes, such as covering missed premiums from the past, reinstating your policy, making excess payments or any other payments that differ from your due premium, you can utilize the e-commerce option through POS Machines at GIG offices or points of sale. Payment links for such transactions will be generated and shared by GIG staff or authorized representatives.

• Cash Payments: You can make cash payments at GIG offices or points of sale in Oman, Qatar, and the UAE. However, please note that cash payments are not an option in Bahrain. If your cash payment is equal to or exceeds AED 10,000, QAR 10,000, or OMR 1,000, you will need to provide supporting documents as part of the compliance process. Our Sales team will request these documents in such cases.
• E-commerce: You can use the e-commerce option via point-of-sale (POS) machines at GIG offices or points of sale and through payment links generated and shared by GIG staff or authorised representatives.
• Cheque Payments: Cheque payments for premium collection are accepted, subject to internal approvals. Policies will be issued upon clearance of cheques into GIG's bank account.
• Wire Transfer: You can make payments via wire transfer using the bank details mentioned on your invoice. It is important to ensure that GIG receives the total invoice or quotation amount, including applicable taxes/VAT and any bank charges or currency exchange differences incurred during the wire transfer process. The remitter should cover these additional costs.
• Online Payment: If you have obtained quotes from the GIG Website, you can pay the quoted premium using the "Pay online"option at the end of the quote process.

• You can initiate a wire transfer using the bank details provided by our offices, points of sale, shops, or call centre staff.
• Ensure that GIG receives the total amount stated in your invoice or quotation, including any applicable taxes/VAT, bank charges and currency exchange differences that may apply during the wire transfer process. These additional costs should be covered by the remitter.
• Please mention the policy or invoice number for which you are making the premium payment at the start of your transaction. This will help us allocate the payment correctly to your policy.
• Once the wire transfer is completed, kindly inform us at info.accounts@gig-gulf.com and notify the GIG sales team member who assisted you with the quote. Customers in Bahrain should be aware that payment via wire transfer is subject to approval by the GIG Bahrain Finance team. We recommend contacting your Key Account Manager or GIG sales representative to secure this approval before initiating the transfer.

In accordance with the terms and conditions of your policy, payments must be made in the currency specified by your policy. However, you can make local currency payments online to GIG Gulf through POS machines at GIG offices or points of sale or via payment links generated and shared by GIG staff or authorised representatives.

Please contact us at info.accounts@gig-gulf.com and also inform the GIG sales team that assisted you with the quote.

As the policy owner, you are responsible for paying the premium. Alternatively, an authorized third party can make the payment on your behalf, provided they are either an insured individual or a beneficiary listed on your policy. If you are unable to make the payment yourself or if the individual wishing to pay on your behalf is not a party to the contract outlined in your policy, you can authorize a third-party payer by fulfilling the following requirements:

• Provide Payer Details, including but not limited to Name, Relationship with the policy owner and Reason for settling the premium on behalf of the policy owner.
• Submit a Copy of the Valid Emirates ID Card, Passport, and Residence Visa of the Third-Party payer.
• Present Proof of relationship (such as a Birth Certificate, Marriage Contract, etc.).
• Offer documentation demonstrating the Source of funds of the Third-Party payer for settling the policy owner's insurance premium.
  

To modify your payment details for reimbursement claims, you can make the necessary changes through the MyGIG Gulf Mobile App when submitting your claim.

If a payment is not received within the agreed timeline, GIG Gulf reserves the right to suspend the policy and its associated benefits. This may be followed by issuing a policy cancellation notice, and if premiums are not paid in accordance with the contract, the policy may be officially canceled.

You can easily access your policy information and related documents through the MyGIG Gulf mobile app by following these steps:

• Log in to the MyGIG Gulf Mobile App.
• Your active policies will be prominently displayed on the dashboard.
• To view expired policies, swipe left.
• Swipe right and tap to access the following:

1. General information about your policy
2. Policy information for dependents and Health e-Cards
3. Coverage details and services provided by your policy
4. A history of previously submitted claims or the option to submit a new one
5. Documents associated with your policy

• To access your policy-related documents, click on the 'Documents' tab.
• You will see a list of documents related to your policy.
• Click on 'View' to download your policy-related documents.
• If you wish to share these documents, click on the 'Share' option.

Individual policies operate on a "Cash & Carry" basis. Therefore, the premium and all relevant taxes must be paid in full to GIG Gulf for policy issuance.

• For direct billing claims: GIG Gulf will settle payments directly with the healthcare service providers who rendered services to our clients and members. Therefore, GIG Gulf is not responsible for making payments to clients or members in this regard. Please be aware that any applicable co-payments, as stipulated in your policy's terms and conditions, must be paid by the client or member and are not reimbursable by GIG Gulf.
• For reimbursement claims: Eligible reimbursement claims will be processed by GIG Gulf and settled directly with the respective member(s) after submitting the required valid claim documents, as outlined on our reimbursement portal, and subsequent adjudication and approval by the GIG claims team. To understand the specifics of claim settlement, including matters related to exchange rates, taxes, and bank charges, please refer to the terms and conditions of your policy.

1. Roadside Assistance:
If you need roadside assistance, please call our toll-free number. Our service provider will assist you to tow your vehicle to the nearest workshop.

2. Obtain MRTA Form or Police Report:
In case of a minor accident without invovling injury/death/property damages, MRTA form would suffice the requirment. Under all other scenarios police report is mandatory. 

3. Register Your Claim:
In case you're comprehensively insured with us, you can register your claim online on the GIG Gulf website at https://www.giggulf.om/en/customer-portal . You will receive your Claim Reference Number.

4. Workshop/Agency Allocation:
Once your claim is opened, GIG Gulf will send you a confirmation email or SMS with details of the workshop or agency (if eligible for agency repair) where you can drop off your vehicle for a repair estimate.

5. Rental Car Booking (if eligible):
If your policy includes hire car service, please call our toll-free number at least 24 hours in advance to ensure availability.

6. Repair:
Once repair is authorized, you will be notified via SMS/email.

Note:
 You will advised to pay the excess amount as per policy terms and conditions.

7. Real-Time Tracking Status of the Claim:
You can track the status of your claim on the GIG Gulf website at https://www.giggulf.om/en/track-motor-claims using your Claim Reference Number.

Contact us on our toll-free number and select the "Roadside Assistance" option, available 24/7.

You can register your claim online in 5 minutes by following these steps:

Visit the GIG Gulf customer portal at https://www.giggulf.om/en/customer-portal or https://www.giggulf.om/ar/customer-portal

Ensure you have the following information ready:
- Your GIG Gulf Policy Reference Number
- The Driving License of the person who was driving the car at the time of the accident (Front & Back sides)
- Your Car Registration Card (Front & Back sides)
- Identity Card (Front & Back sides)
- Spot photos (Clear pictures of the damages at the time of accident)
- Police Report/MRTA form fully filled and signed by the insured (available for download at the provided link)

Once the online form is completed with the required details completed, you will receive a confirmation along with your Claim Reference Number.
 

The GIG Gulf Policy Reference Number is mentioned on your Registration Card or Policy Schedule Document. For example, it might look like this: 65/VA/123456789/0/0.

To book a rental car service, please follow these steps:

Ensure that you are eligible for hire car coverage under your policy and you have a valid claim number.

Call our toll-free number at least 24 hours in advance to ensure the availability.

Rental car extension is not available for claims, as hire car service is provided as a benefit according to the Policy Terms and Conditions.

You can register your windscreen claim online in 5 minutes by following these steps:

Visit GIG Gulf customer portal at https://www.giggulf.om/en/customer-portal or https://www.giggulf.om/ar/customer-portal .

Ensure you have the following information ready:
- Your GIG Gulf Policy Reference Number
- The Driving License of the person who was driving the car at the time of the accident (Front & Back sides)
- Your Car Registration Card (Front & Back sides)
- Identity Card (Front & Back sides)
- MRTA form fully filled and signed by the insured (available for download at the provided link)
- GIG Gulf Claim Form fully filled and signed by the insured (available for download at the provided link)
- Clear pictures of the damage at the time of accident

Once the online form is completed with the required details completed, you will receive a confirmation along with your Claim Reference Number.

You can register your flood claim online in 5 minutes by following these steps:

Visit GIG Gulf customer portal at https://www.giggulf.om/en/customer-portal or https://www.giggulf.om/ar/customer-portal

Ensure you have the following information ready:
- Your GIG Gulf Policy Reference Number
- The Driving License of the person who was driving the car at the time of the accident (Front & Back sides)
- Your Car Registration Card (Front & Back sides)
- Identity Card (Front & Back sides)
- Police Report.
- Spot photos of the damages at time of flood incident.
- GIG Gulf Claim Form fully filled and signed by the insured (available for download at the provided link).

If the vehicle was flooded while in the designated parking of any building, ensure to mention the full building details in the claim form:
* Building No.
* Block No.
* Road No.
* If the insured is a tenant, the apartment number.
If your car was parked at the time of the flood, select "I was driving the car" on the online form.

Once the online form is completed with the required details completed, you will receive a confirmation along with your Claim Reference Number.

Yes, anyone on a Visit Visa can drive a private vehicle if he/she holds an international or converted driving license, and the claim is covered under these circumstances.
 

We will notify you about the progress of your claim through the journey. For immediate updates, you can track your claim using our website https://www.giggulf.om/en/customer-portal or https://www.giggulf.om/ar/customer-portal  
 

Please contact our team directly via email at motorclaims.ml@gig-gulf.com . Kindly include your Claim Reference Number and contact details for assistance regarding your reimbursement payment.
 

Excess is the fixed amount specified in the Policy Schedule to be borne by the Insured for each accident.
 

For comprehensive policy claims you will be required to pay the Excess amount when collecting your vehicle from the workshop/Agency after repairs. In case of Total Loss, this will be deducted from the final settlement.

For any other claims scenario remittance of excess need to be paid as per our instructions.
 

Your vehicle could be considered a Total Loss under the following circumstances:
* If your car is totally damaged beyond repairable conditions or cancelled by Royal Oman Police due to an accident covered under your policy.
* If the repair cost of your vehicle exceeds 75% of the Sum insured at the time of loss, in such condition the vehicle will be qualified to be treated as Total Loss.
Once the vehicle is approved as Total Loss you will be compensated as per the agreed Sum Insured net of depreciation and any applicable excess.
 

You will receive an Offer Letter from our Total Loss Department detailing compensation offered and all the further steps and procedures to be followed in completing the transaction. 
 

The Depreciation percentage is applicable as defined in the Policy Terms and Conditions

If you are eligible for Agency Repairs, your vehicle will be repaired at the vehicle's authorized Agency. If you are entitled for Non-Agency Repairs, the repairs will be arranged at one of our authorized network garages located nearest to you. These garages are selected based on their quality, experience, expertise, and market reputation.
 

From GIG Gulf Website

• Navigate to GIG Gulf Website and select the `Health` tab from the navigation bar, from here select `MyGIG Home `. You can also directly click on `MyGIG` link on top of the page.
• Existing users should click the `Login` button, then enter the registered email and password and click on `Login`. New users should click the `Register` button and fill out the required information.
• To register, enter your policy & membership details as they appear on your GIG card, then tap `Next`.
• If you have an email stored with GIG, it will be displayed here. To use this email for registration, select and tap 'Next'. In case you want to change your registered email with GIG, refer to `*How can I change my registered e-mail address/username on MyGIG Gulf Mobile App ?` question.
• Setup your password then tap on 'Next' to proceed to the verification step.
• Please check your in box for an email from GIG Gulf, follow the enclosed instructions to verify your email address.
• Click on the button "Verify your e-mail". You should be redirected back to MyGIG app web version.
• Now you can log in to your account on MyGIG Gulf, and instantly access policy details for you and your dependents, plus a wide variety of healthcare benefits from GIG Gulf.

From MyGIG Gulf Mobile App

• Launch the MyGIG Gulf Mobile App on your mobile and select your country.
• Next, select your policy type (Health Policy).
• Tap on `Register To` to create your account. If you already have an account, tap on `Sign In` and move directly to log in screen.
• To register, enter your policy & membership details as they appear on your GIG card, then tap `Next: Account Setup`.
• If you have an email stored with GIG, it will be displayed here. To use this email for registration, select and tap 'Next: Account Setup'. In case you want to change your registered email with GIG, refer to `*How can I change my registered e-mail address/username on MyGIG Gulf Mobile App?` question.
• Setup your password then tap on 'Next' to proceed to the verification step.
• Please check your in box for an email from GIG Gulf, follow the enclosed instructions to verify your email address.
• Click on the button "Verify your e-mail". You should be redirected back to MyGIG Gulf app web version.
• Navigate to the MyGIG Gulf App to login through mobile device and click on Login.
• Now you can log in to your account on MyGIG Gulf app, and instantly access policy details for you and your dependents, plus a wide variety of healthcare benefits from GIG Gulf.

If you are a new user:

• At the time of registration, tap on "I want to change my e-mail" in the case of:

1. 1. You or your dependents do not have access to any of the email addresses listed.
2. 2. You cannot find your preferred or any other relevant email address.

• Fill out all the necessary details. If all data matches your record with GIG Gulf, your email will be updated immediately, then you can proceed to sign up with a new email.
• If any data does not match, our team will need 48 hrs to update your data, and then you can proceed to sign up with a new email.
• For dependents under 18 years of age, the email needs to be updated by contacting us at mcs@gig-gulf.com .

If you are already registered and logged in user:

• Login to MyGIG from GIG Gulf Website
• Navigate to `My Account`
• Click on `Change Login Email`
• Fill out the new email ID and reconfirm. Click on `Change email` option.
• The email/username will be changed immediately and a verification email is sent.
• Please check your in box for an email from GIG Gulf, follow the enclosed instructions to verify your new email address.
• Click on the button "Verify your e-mail". You should be redirected back to MyGIG app web version.
• Please navigate to the MyGIG App to login through mobile device and click on Login.

Absolutely, you can add your dependents to your policy mid-year. To do so, kindly contact our Call Center through the provided contact numbers or send an email to mcs@gig-gulf.com to add your new dependents.