How to Submit a Reimbursement Claim

Last updated
Save as PDF

When you pay for medical services out-of-pocket, you can claim reimbursement from your insurance. This step-by-step guide ensures your claim is processed quickly and successfully.

When Do You Need Reimbursement?

✓ Used an out-of-network provider
✓ Network provider's system was down
✓ Emergency treatment without card
✓ Treatment during international travel
✓ Pharmacy purchase without direct billing
✓ Provider requested full payment

Important Timelines

Action	Deadline	Consequence if Missed
Submit claim	Within 30 days	Claim may be rejected
Insurance acknowledgment	Within 48 hours	Follow up required
Processing time	5-10 working days	Check for issues
Payment after approval	3-5 working days	Contact support

Step-by-Step Submission Process

Step 1: Gather All Documents

Essential Documents Checklist:

☐ Original itemized invoice/receipt
☐ Medical report with diagnosis
☐ Doctor's prescription (if applicable)
☐ Test results (if done)
☐ Emirates ID copy
☐ Insurance card copy

Additional Documents (if applicable):

☐ Referral letter
☐ Pre-approval reference
☐ Discharge summary (hospitalization)
☐ Police report (accidents)
☐ Travel documents (overseas claims)

Step 2: Complete Claim Form

Section A - Member Information:

Full name (as on card)
Member ID number
Emirates ID number
Contact number
Email address

Section B - Treatment Details:

Date of service
Provider name and license
Diagnosis/reason for visit
Type of treatment
Total amount paid

Section C - Payment Information:

Bank name
Account number (IBAN)
Account holder name

Section D - Declaration:

Sign and date
Confirm information is true

Step 3: Choose Submission Method

Option A: Mobile App (Fastest)

Open myNAS/myNeuron app
Go to "Claims" → "Submit Reimbursement"
Fill form digitally
Upload documents (photo or PDF)
Review and submit
Get instant reference number

Option B: Online Portal

Login to member portal
Select "Reimbursement Claim"
Complete online form
Upload scanned documents
Submit and print confirmation

Option C: Email

Download claim form
Complete and scan with documents
Email to: reimbursement.claims@nas.ae or reimbursement.claims@neuron.ae
Subject: [Your Name] - [Member ID] - Reimbursement
Wait for acknowledgment email

Option D: Physical Submission

Complete physical form
Attach original documents
Submit via:
- HR department
- Insurance company branch
- Courier to TPA address
Keep courier receipt

Document Requirements by Service Type

Doctor Consultation

✓ Invoice with consultation fee
✓ Medical report with diagnosis
✓ Prescription (if medicines given)

Laboratory Tests

✓ Doctor's test request
✓ Lab invoice
✓ Test results report

Pharmacy Purchase

✓ Original prescription
✓ Pharmacy invoice with medicine details
✓ Must be within 7 days of prescription

Hospital Treatment

✓ Admission and discharge summary
✓ Detailed final bill
✓ All test results
✓ Operation notes (if surgery)

Reimbursement Calculation Examples

Example 1: Specialist Consultation

Amount paid	AED 500
Less: Deductible	-AED 50
Less: Co-payment (10%)	-AED 45
Reimbursement amount	AED 405

Example 2: Out-of-Network Emergency

Emergency bill	AED 3,000
Out-of-network coverage (80%)	AED 2,400
Less: Deductible	-AED 0 (waived for emergency)
Reimbursement amount	AED 2,400

Track Your Claim Status

Via Mobile App:

Open app and go to "Claims"
Select "Track Claim"
View current status:
- Received
- Under Review
- Additional Info Required
- Approved
- Payment Processed

Via SMS Updates:

You'll receive automatic updates:

"Claim received" - Reference number
"Under process" - Being reviewed
"Approved" - Amount and payment date
"Rejected" - Reason provided

Common Rejection Reasons & Solutions

Rejection Reason	How to Fix
Late submission	Appeal with valid reason for delay
Missing documents	Submit missing items immediately
Illegible receipt	Get clearer copy from provider
Service not covered	Check policy; appeal if error
Limit exceeded	Verify limits; wait for renewal
No pre-approval	Explain emergency nature

Tips for Successful Claims

DO:

✓ Submit within 30 days
✓ Keep copies of everything
✓ Ensure receipts show provider details
✓ Include all pages of reports
✓ Write clearly on forms
✓ Double-check bank details

DON'T:

✗ Submit blurry documents
✗ Forget to sign the form
✗ Mix multiple visits in one claim
✗ Use correction fluid
✗ Submit partial invoices
✗ Delay submission

Special Claim Situations

International Claims

Get receipts in English (or translate)
Include currency exchange proof
Provide passport stamps
Explain emergency if applicable

Chronic Condition Claims

First claim needs full documentation
Subsequent claims simpler
Consider setting up recurring approval

Multiple Family Members

Submit separate claim per person
Can use one submission with multiple forms
Ensure correct member IDs used

After Claim Approval

Payment Methods:

Direct bank transfer (most common)
Cheque (if requested)
Credit to company account (corporate)

Payment Timelines:

UAE banks: 2-3 working days
International banks: 5-7 working days
Cheque collection: As advised

Quick Reference Guide

Claim Submission Checklist

☐ Treatment within last 30 days?
☐ Have all original receipts?
☐ Medical report included?
☐ Prescription attached (if applicable)?
☐ Claim form completed fully?
☐ Bank details correct?
☐ Documents clear and readable?
☐ Keeping copies for records?

Appeals Process

If your claim is rejected or partially paid:

Review rejection reason carefully
Gather supporting documents
- Additional medical reports
- Doctor's justification letter
- Second opinion if needed
Submit appeal within 30 days
Track appeal status (10-15 days)
Final decision communicated

Avoid Claim Delays

📱 Use app for instant submission
📸 Take clear photos of documents
✍️ Complete all form fields
📎 Attach all required documents
🏦 Verify bank details twice
📞 Call if unsure about anything

Pro Tip: Take photos of all receipts immediately after payment. This ensures you have backup copies and can submit claims quickly through the app even if you lose the originals.