Overseas FAQs

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Overseas Members FAQs

Below are answers to questions frequently asked by our overseas members. If you cannot find your question below, you can speak to an overseas team member 24 hours, 7 days a week toll free. Please consult the International Dialing Guide for the toll-free number and dialing sequence of the specific country you are located in.

If the country you are located in is not listed in the Guide, you may continue to reach us at 1-480-445-5106.


1. How can I contact MHBP?

On the Web

E-mail your questions anytime, day or night.

Chat online with a Member Service Representative.

You can click here to order replacement ID cards.

By Telephone

You may speak to an overseas team member 24 hours, 7 days a week toll free. Please consult the International Dialing Guide for the toll-free number and dialing sequence of the specific country you are located in.

If the country you are located in is not listed in the Guide, you may continue to reach us at 1-480-445-5106.

By Mail

You may also write us at:

MHBP
P.O. Box 8402
London KY 40742
USA

2. Is precertification required for care received overseas?

Precertification is not required for inpatient hospital stays outside of the United States. All regular Plan benefits apply. See your official Plan brochure for details.

3. Where can I find a medical claim form?

To download a medical claim form, click here.

4. Sometimes I don’t receive a bill from my healthcare provider for several months. How long do I have to submit my claim?

We understand that the billing practices vary from country to country. That's why we allow you at least 12 months to submit your claims. We suggest, however, that you submit claims as soon as possible after incurring the expense.

5. Can I submit claims for my whole family on one claim form?

To avoid confusion and possible delay, we request a complete and separate claim form for each patient. In some cases, mailing the forms in separate envelopes may also expedite processing.

6. When I submit my claims, I highlight and underline pertinent information. Then I get letters from the Plan requesting the information I already sent. What's wrong?

If you need to emphasize a word or phrase on a claim or bill, underline or circle it, but don’t use highlighter or red ink. They distort the images produced by our scanning equipment.

When you complete the claim form, including the bottom portion, you are providing the information required for processing. For example, a claim cannot be processed unless the diagnosis or symptoms (the nature of the illness or injury) appears on the claim form.

Please always attach the itemized bill and/or a receipt to the claim form. If the visit is due to an accident or injury, we need the date and details in order to process the claim correctly.

7. Is it true that I need to include an English translation for the bills I submit?

We understand that official translations are expensive. Therefore, we do not require an official translation. However, it would be extremely helpful if you include a brief description of the services provided, either written directly on your claim form, bill or a separate sheet of paper.

8. Why do you request the name of the currency?

We request the country and the name of the currency to ensure that the correct currency and rate of exchange is used in the processing of your claim.

9. How are benefits paid?

All benefits are payable to the enrollee in U.S. dollars, using the currency conversion applicable at the time the expense is incurred. However, there are two exceptions:
1.) Benefits for inpatient hospital stays at an overseas U.S. government or military facility will be paid directly to the hospital; and 2.) When proof of payment to the provider is not received with the claim submission, benefits for outpatient services at an overseas government or military facility will be paid directly to the hospital.


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