One question we get asked all time by our clients is: When do I call my insurance broker and when do I call my insurance provider?

It’s a great question and one that we would like to help clarify so that we can ensure you are getting the very best out of your insurance plan and the very best from your insurance provider.

First things first, One World Cover are here to help you. Our role is to provide guidance, issue resolution and enhance the service offering of your insurance provider. We have a strong working relationship with the operational, claims service and client service heads of all the major international insurers in China, which means we have the ability to escalate issues to senior management when necessary.

In terms of knowing when to call us and when to call your insurance provider, we would like to offer the below simple and easy to follow guideline of how you should contact if you have a question or issue related to your insurance cover:

  • Step 1: Contact your insurance provider: You should always contact their insurance carrier first, either by telephone or email. The insurer is best-placed to assist in an emergency situation and to answer simple queries related to plan benefits, claims reimbursement procedure, updates on recently submitted claims, amongst other issues. The majority of issues and questions will be easily resolved by the insurer with this initial call/email. If you should contact the insurer by email, please copy in One World Cover’s client service team’s email address so that we can step in and assist when necessary.


  • Step 2: Contact One World Cover: If things are not fully resolved when contacting the insurance provider directly, contact One World Cover’s client service team by telephone or email. It may be that the insurer has answered your question but you do not fully understand the response. It may be that you disagree or are unhappy with the response that you have received. Whatever the situation, we are here to help and want to hear from you. Our strong working relationships with all the insurance providers combined with our intimate working knowledge of claims procedures and China’s healthcare sector, means we will typically have an immediate solution and answer to your query. If we don’t have an immediate answer, we have access to channels that ensure we can get the answer and make sure that the information is then communicated to you in a quick, clear and efficient manner.


  • The role of your HR department: Some members will undoubtedly contact their HR department even before attempting steps 1 and 2, so if you are an HR manager, be sure to remind them your employees to always contact their insurer first, followed by One World Cover. We are only a phone call away and we often tell our client’s HR managers that their standard answer when addressing employee insurance questions should be “What did your insurer/One World Cover say?”. We endeavor to resolve all issues by step 2. So, if there’s an issue with your insurance plan, please get in contact.