It is obviously vital that during this challenging time, our customers understand how Covid-19 may impact them in terms of their insurance which is why I would again draw your attention to the update posted on 20/03/20 which remains valid.
We also wanted to provide an update as we acted swiftly to ensure the continuity of services. All our staff are now working remotely from home following the UK government advice. We have procedures and policies in place to ensure claims are still paid and members enquiries are answered swiftly and we continue to service our members to the high level they have come to expect from us and for which we are proud to continue.
All OG staff although working from home, have access to all necessary systems and data to ensure a seamless approach to our members. Other than not meeting on a face to face basis, we have the capacity to provide a completely full service to all our clients.
All email addresses are being monitored and our phone line is being monitored by a member of staff within UK office hours with an out of hours service to leave a message after this time for which we will reply the following working day.
It is our intention to continue to work through this unprecedented time and to provide continued service and support to all our clients.
Stay safe and well and if you have any questions or concerns please contact us on [email protected].
The policy terms and conditions remain unchanged as do the benefit tables. To the extent that each policy which includes cover for the costs of medication, consultations, pathology, radiology and hospitalisation these would also apply in the case of suspected and confirmed cases of Corona virus at contracted network providers. We will however be bound to comply with local protocols in respect of testing and treatment of Covid-19 which may require members to comply with Government guidance, irrespective their membership of private healthcare. With regards to the corona testing this would only be covered if they are having symptoms and it is prescribed or ordered by the physician.
Normal rules will also apply to possible evacuation cases where these are included in the policy terms and conditions and if someone falls ill and cannot get treatment locally. However, the restrictions and bans on international travel may affect any international evacuation benefits. We will continue to treat all evacuation cases in the usual way to ensure that, where evacuation is medically necessary, members receive treatment in appropriate facilities and that our International Medical Evacuation Assistance (IMEA) will assist in planning the appropriate travel to the nearest centre of medical excellence taking into account any travel restrictions.
Where a member believes they have contracted the Coronavirus / Covid-19 they should consult their local public health guidance protocols in the first instance and should NOT seek face to face medical services unless specifically instructed to do so. Local medical practitioners and public health officials will direct members to suitable medical facilities. However, members who experience any difficulty obtaining information should contact the IEMA service as detailed on the reverse of your membership card who will be able to source an appropriate facility. Please do no contact this number with general enquiries. For General enquires please contact [email protected].
Around the world the public is being encouraged to follow these protocols to ensure health infrastructure is able to cope with the strain placed on it by Coronavirus / Covid-19 and we support this initiative.
Should the need arise for healthcare services not related to Coronavirus / Covid-19, members should continue to access Healthcare Network Providers in the usual manner and should call the appropriate number on their Medical Card to establish availability. However, if at all possible, members should try not to place any additional burden on local healthcare providers as they struggle to deal with the pandemic.