Question 1

How can I understand the details of benefits covered under the policy?

Accepted Answer

If you choose to visit an out-of-network facility, all expenses will be on a reimbursement basis only. This means you will need to pay the provider for the full costs of your treatment, then submit a Claims Reimbursement Form to NAS for reimbursement. Information on how to submit a claim is provided later in this guide.

Question 2

What if the treatment I need is not available within my network?

Accepted Answer

If the treatment you need is not available at any Network Provider, the NAS Contact Center will help you to make alternative arrangements to access your required treatment.

Question 3

What is the hospital network coverage of the insurance plan? Where can I find the list of hospitals included within the policy?

Accepted Answer

The members can access the network list using the Health Hub Suite , which is the latest addition to the myNAS mobile application. The digital solution offers a seamless and user-friendly experience to patients and a smart tool for payers to encourage responsible provision of healthcare. The platform contains your network information, policy benefits and coverage.

Question 4

What is pre-approval? Who is responsible for getting the pre-approval?

Accepted Answer

Pre-approval is required before a planned treatment to ensure that the treatment is covered under the policy and assurance is received from the insurance company that incurred costs will be paid as per terms and conditions agreed. Within the network it is the responsibility of the hospital to get the approval, outside the network it is the responsibility of the member to get the approval. The member can contact the NAS Contact Center number or write to them at claimcenter@nas.ae. Alternatively they can also write to helpdesk.dubai@mercermarshbenefits.com.

Question 5

Who can I contact if I have a question that isn’t covered on this website or in the Member’s Handbook?

Accepted Answer

If you have any additional questions on the Plan, your medical benefits or your network, please contact the NAS Contact Center using the contact details provided under the Member Services section. You can also contact Mercer Marsh (your brokers) for assistance. The Mercer Marsh Benefits Help Desk number is +971 (0)4 212 9200 or, if you are in the UAE, you can call the toll-free number on 800-MARSH (62774). The Mercer Marsh Benefits Help Desk is available on weekdays from 8am to 5pm, and can also be contacted by email on Helpdesk.Dubai@MercerMarshBenefits.com.

Question 6

How do I submit reimbursement claims?

Accepted Answer

The member will have to pay for the treatment and claim the same. Members need to fill in the reimbursement forms and submit the same along with the original invoice and medical reports. Members can submit the reimbursement claims along with the claim form, medical report, original invoice and breakdown of itemized bills through the myNAS portal or the myNAS mobile App.

Question 7

What should I do if I have a problem uploading my claim to the myNAS portal?

Accepted Answer

If you have any problems logging in to the myNAS portal or uploading your claims, please e-mail the NAS Contact Center for assistance, including a screenshot of the error message and a scanned copy of your completed claim documents.

Question 8

Why would a claim be declined?

Accepted Answer

A claim may be declined due to the reason that proper documents were not submitted for reimbursement. A claim may also be declined since the condition may not be a covered condition as per the policy terms and conditions. The reason would be provided on the explanation of benefit form from the insurer. In case of further query on the same the MercerMarsh help desk number may be contacted.

FAQs

How can I understand the details of benefits covered under the policy?

What if the treatment I need is not available within my network?

What is the hospital network coverage of the insurance plan? Where can I find the list of hospitals included within the policy?

What is pre-approval? Who is responsible for getting the pre-approval?

Who can I contact if I have a question that isn’t covered on this website or in the Member’s Handbook?

How do I submit reimbursement claims?

What should I do if I have a problem uploading my claim to the myNAS portal?

Why would a claim be declined?

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