A. Yes, that is fine. Please send us a confirmation when you have sent the payment so we can follow up with the provider and ensure the funds are applied correctly.

A. Due to credit card compliance (PCI DSS), credit card details are not kept on file. Please use our client’s online bill payment system (where available), or complete and return this form. 

A. Please send us a copy of the payment receipt/confirmation and a copy of the invoice you paid.

If you do not have a receipt/confirmation please send us the following information related to the payment: How much was paid, the date it was paid, who payment was made/sent to and how the payment was made/sent?

Once we have this information the payment can be correctly applied to your invoice.

A. Hospitals often do not have all of the charges from the different departments in their central billing system at the time of discharge. Some patients are asked to pay a deposit or the charges that are available at discharge. Once all charges are registered a final bill is sent showing the full amount to pay.

A. We partner with healthcare providers to manage billing and collections for all of their international patients and insurances. We manage everything centrally and deal with patients from all over the world allowing the medical providers to concentrate their resources on what they do best.

A. Yes, our agency handles billing and collections for the healthcare provider you received treatment from, we are contacting you because your medical treatment has not been paid in full. We understand that our involvement may raise questions, however, if you think your bill was already paid in full you can send us the payment information and we can check what happened.

A. We accept payments in various currencies depending on the medical provider. Not all currencies are traded internationally and the best options are international transfer companies like Wise or using a credit card. Our payment instructions will guide you through the process you can use to pay your bill.

A. Health systems abroad can be very different to your own, some of them have separate billing by ambulance company, hospital and from different physicians that might work for the medical facility or be part of an external physicians group providing specific services.

A. The amount reflects the charges for medical services you received, any applicable interest, fees or adjustments based on your insurance coverage, if applicable. All the details are contained in our letter to you and in any attached documents like invoices that we sent you. If anything is unclear let us know and we can explain it to you.

A. Contact us immediately to review the charges and explain what you are disputing or are uncertain about. We will provide a detailed breakdown and, if necessary, coordinate with the healthcare provider to address any discrepancies.

A. Generally speaking, most patients experience of healthcare in another country is through an Emergency Room, these are more expensive than a pre-arranged medical visit as they have to be continuously staffed, supplied and maintained for a wide range of unpredictable situations. It is for this reason that every country recommends that their citizens purchase adequate insurance before traveling.

A. Yes, normally this is not an issue, however, it is important that you check your insurance policy and its requirements. Sometimes your insurance may require you to confirm they can release information to us, however, we already fall under the acceptable clauses under data protection legislation worldwide. There are times where insurances will require a patient to contact them or provide specific information, in such cases your insurance should inform you about this.

A. Insurance companies often reassure their insured that everything is being taken care of, however, when we are engaged by a client, it means that the claim has not been completely resolved.

When we are involved and a provider is contacted by an insurance, we are informed about that contact and we respond to the insurance. It is also likely that we have also been in contact with your insurance and they are delaying payment of your bill.

Although your insurance will attempt to reassure you, it does not mean your bills have or will be paid.

A. This is a common occurrence that you have direct influence over and that we can help you overcome. The law gives you rights with regards to payment of claims and there are specific processes to follow. Please contact us to take you through what needs to be done to ensure prompt payment.

A. We recommend you only accept independent legal advice, that you contact an independent consumer association in your country or the insurance ombudsman. Any advice given by an entity that has, or could have, their own agenda and own financial interests to protect will cause a conflict of interest.

A. There is a well-documented tendency by insurance companies to reject claims incorrectly. Please send us a copy of the denial letter, showing the reason for the payment refusal, and a copy of your insurance policy. We will determine if you have grounds for an appeal and what steps you need to take in order to overturn the decision.

A. Yes, we work together with Ombudsmen all over the world, assisting patients with information and getting insurances to pay claims.

A. Yes, please send us the details of any insurance you believe might cover your bills. Part of what we do is to help patients find insurance coverage they were previously unaware of, speak to our team to go over this.

A. Yes, please send us what you have received from your insurance company. We will provide information needed from the provider and explain what you need to do.

A. Providers offer different options to assist patients with financial problems. Please contact us and we will go through the options available to you and what information is required.

A. Yes, please contact us and let us know what you need.

A. With your permission to discuss and release information we can speak to whoever you wish. Please complete, sign and return this form and we will contact the person of your choice.

A. Yes, please provide us with your lawyer’s contact details and we will deal with them. Please be aware that we do require your written permission to release medical information, including invoices, to your lawyer. Please complete, sign and return this form to enable us to send them any medical information they might need.

A. Providers employ thousands of people to perform different functions in different departments and not everyone is familiar with us. We can provide a letter from the provider confirming our involvement or you can contact them to confirm that your bill still needs to be paid and pay them directly.

A. There are different reasons for this, however, this confusion often occurs when a bill is marked as “bad debt” in a provider’s system and the person you spoke to was not aware of this. Therefore, it is important to ask the provider what the total charges were, how much was paid, if part was written off and for what reason and what the real unpaid amount is.

A. Depending on what you would like changed there is a specific process. Providers usually need a copy of a Government issued ID to change a name or date of birth for example. Please contact us with the details of the change you are requesting and we will inform you what we need in order to alter the information.

A. First of all, please accept our sincere condolences. We deal with this situation every day so we can help you deal with the provider’s bills and what needs to be done. Each provider has its own process, however, in general please send us a copy of the death certificate and the contact details of the Administrator of the Estate or whoever is dealing with the late patient’s Probate case or financial matters.

A. We always attempt to resolve accounts amicably. However, if no resolution is reached, it may affect your credit depending on your country’s regulations. We encourage prompt communication to avoid this.

A. We encourage you to discuss payment options with us. Unresolved accounts may lead to further collection actions, including legal steps, depending on our client’s requirements and local laws.

A. Many countries preventing people from visiting if they have unpaid debts, however, this is a last resort. While a patient is making serious and honest attempts to resolve their outstanding bills this is not necessary. If your travel plans are interrupted at the border or your visa has been revoked, open and honest communication as well as making payment are the best options to try and help release any travel hold.

A. We follow strict data security protocols, including encryption and secure storage, to protect your information and comply with international privacy laws.

A. Your information is only shared with parties involved in the billing and collection process, such as your healthcare provider and insurer, in accordance with privacy laws.

A. Yes, we offer assistance in multiple languages. Let us know your preferred language, and we will arrange for support.

A. Bankruptcy should be considered as a last resort as it does have negative implications. If you have already declared bankruptcy we need the details of your legal representative or the court and case number dealing with it. If you have not yet declared bankruptcy, we will help you as much as possible to try and resolve the matter without the need for bankruptcy.