No, all medical care must begin outside the US by a legally licensed physician in the country you are visiting. Some travel medical plans have a continuation of care benefit that will help cover continued care in the US after you return home for a set period as detailed in your specific policy wording. However, to use the continuation of care benefits, medical care must start internationally.

Most travel insurance plans are secondary medical plans, not primary medical plans. If your travel insurance is secondary, you will need to file all international medical claims with your primary medical insurance in the US as well as with your secondary travel insurance carrier.

• Documents stating the initial date of treatment while on your trip

• Digital copies (scans, legible pictures, etc.) of ALL itemized invoices/ bills with the diagnostic codes listed

• Proof of payment (receipts or credit card statement showing payment(s) made)

• A copy of your medical ID card

• Completed claim form from the insurance carrier

Please keep in mind that these travel medical plans are secondary medical coverage only, which means you will need to file a claim with your primary domestic insurance carrier before filing with IMG.

Most medical claims are considered "Pay and claim" which means you will need to pay for the medical care received at the time you receive it, then file a claim with the travel insurance carrier for reimbursement. In serious cases where emergency surgery, emergency evacuation, or extensive care are required, we would be happy to advise on alternative options or possibilities.

As the traveler, your role will be immensely important. We want to ensure that you stay in charge of your claim and are always in control of your information. While we are here to advise, educate, and come along side of you throughout the process, this is ultimately your claim and your information and making sure you have ownership over those things is a priority for us here at MissionSafe.

The Role of the Insured is to:

• Collect medical documentation from all providers, whether that be a medical professional, hospital/clinic, or travel agency/tour company.

• Fill out and submit the claim form to your travel insurance company.

• If your claim is a medical claim, you will likely need to file a claim with your Primary Insurance Company as well, as most travel medical insurance plans are secondary coverage.

• Follow Up with the insurance carrier and provide any additional documentation requested if necessary, such as the Explanation of Benefit from your Primary Insurance company in a timely manner (within 60 days of request).

• In the case of a denial, you can file an appeal with the Insurance Carrier with specific documentation to support the appeal.

• Contact MissionSafe or your Insurance Carrier with any questions in a timely manner to ensure your claim process continues moving smoothly and efficiently.

The Role of MissionSafe is to:

Facilitate: We strive to facilitate an efficient and smooth flow of information and documents from the insured to the insurance company. We…

• Provide a direct channel and assist with the delivery of documents (i.e. Claim Form, Primary EOBs, Medical Records, Receipts) from the insured directly to our insurance carrier representative(s), and

• Convey requests and information from the insurance carrier back to the insure or their representative

Advocate: We act as an advocate for our clients, helping to ensure they are…

• Educated on the claims process

• Filling out claim forms correctly

• Providing sufficient documentation to satisfy the insurance carrier’s requirements

MissionSafe does not:

Make decisions: We do not make decisions on whether a claim is approved or denied.

Appeal a claim: Once the insurance carrier has made a decision and an appeal is necessary, MissionSafe will connect the insured directly to a representative of the insurance company.

Gather Supporting Documentation: We do not gather the needed supporting documentation or contact medical providers or travel companies on behalf of the insured

The Role of the Administrator/Carrier is to:

• Receive documentation from traveler

• Review all information and documentation received

• Request additional information or documentation, if necessary, to support the claim

• Processes all information in a timely manner (within 30-45 business days on average)
  

• Provide the final decision and reasoning regarding your claim
  

• If an appeal is filed, they will repeat the steps above and can take up to 90 days to complete the appeal process and issue a decision. 

If you filed a medical claim using your MyIMG account, you can log in, click the “Claims” button in the top menu bar, then click on “My Claims” to track your claim process. 

If you have specific questions related to your claim and where it is in the process, or need assistance with next steps, please reach out to us at service@missionsafe.com and one of our Claim Specialists will assist you. 

If your claim was denied and you do not think it should have been, you can file an appeal with IMG. 
In order to file an appeal, you will need:

• A written appeal letter including your name, Member ID number, Certificate Number, the Claim Number you are appealing, and the reason you are appealing the claim.
• Written evidence to support your appeal.