Now Health Customer Center

Contact Your Insurer

  • 24 hour helpline in China: 400 077 7500
  • 24 hour helpline outside China: +86 21 6156 0910
  • Email address: [email protected]
  • Claim mailing address: Room 1103–1105, 11/F, BM Tower, No. 218 Wusong Road, Hongkou District, Shanghai 200080, China 上海市 虹口区 吴淞路218号 宝矿国际大厦 1103 – 1105室

Contacting The Emergency Services

  • Call an ambulance: 120
  • Call the fire department: 119
  • Call the police: 110

Download Useful Documents

You can download useful documents below

Direct Billing Network List
ChinaCare Claim Form
WorldCare Claim Form
ChinaCare Member Handbook
WorldCare Member Handbook
WorldCare Policy Wording

Contact Us

If you’re having any difficulties with your insurance company and need our help, fill out the below form

Pre-authorization Items

You need to contact your insurer before you receive any of these treatments unless it’s an emergency. If it’s an emergency you, a friend or a family member must notify the insurer within 48 hours.

1. All in-patient admissions and/or treatment
2. All pre-planned day-patient treatment
3. All pre-planned surgery
4. In-patient psychiatric treatment
5. In-patient/day-patient treatment related to pregnancy and/or maternity
6. All pre-planned diagnostic procedures – PET (Positron Emission Tomography) scan
7. Physiotherapy for the Excel and Apex policy options after the first 10 sessions (referral letter from medical practitioner or specialist)
8. Chemotherapy, radiotherapy, endoscopies (gastroscopy, colonoscopy, sigmoidoscopy)
9. Evacuation and repatriation
10. Mortal remains
11. Nursing care at home
12. AIDS
13. Medicines for more than three months duration
14. USA elective treatment
15. Medicines cost exceeding USD 1,000

High-cost Providers

Some insurance plans do not have full cover in the below medical facilities. To check whether your plan provides cover in these facilities refer to your insurance card or insurance certificate.

1. United Family Hospitals and Clinics (all cities)
2. Parkway (All cities)
3. Sino United (Shanghai)
4. Shanghai St. Michael
5. Shanghai East International Hospital
6. Shanghai Global HealthCare
7. Shanghai Worldpath Clinic
8. Shanghai Redleaf International Women’s & Children’s Hospital
9. Raffles/ISOS Clinics (all cities)
10. Beijing International Medical Center
11. Beijing Oasis International Hospital
12. CanAm medical center (all cities)
13. Shanghai AMC clinic
14. Beijing Vista clinic
15. All contracted doctors under Institute for Western Surgery (all cities)
16. Huashan Pudong Hospital International Division Managed by United Family Healthcare

How To Make A Claim

  • Once you receive treatment ensure the medical provider gives you a chopped medical fapiao, medical report including diagnosis and list of medications prescribed
  • If available you can submit your claim via the insurance company’s website or app
  • Download a claims application form form the ‘Download Useful Documents’ section of this page and complete the form as best you can.
  • Scan and send all documentation including the claim application form to [email protected]
  • The insurer will then confirm that all documentation is in order and will ask you to submit the original claim documents to the insurance company. If it is a non-China claim scanned copies may suffice.
  • The insurer will email you the claim application result and will reimburse eligible claim amounts to you bank account.

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