When you pay for medical services out-of-pocket, you can claim reimbursement from Al Wathba through NAS Neuron. This guide explains the complete reimbursement process.
When to File for Reimbursement
- Treatment at non-network providers
- Emergency care where direct billing wasn't possible
- Services during international travel
- Network provider's system was down
- Pharmacy purchases without direct billing
- Pre-approved treatments paid out-of-pocket
Reimbursement Timelines
| Action |
Timeline |
| Submit claim after treatment |
Within 30 days |
| NAS acknowledgment |
Within 48 hours |
| Claim processing |
5-10 working days |
| Payment after approval |
3-5 working days |
Step-by-Step Reimbursement Process
Step 1: Collect Required Documents
- ✓ Completed NAS Reimbursement Form
- ✓ Original itemized invoices/receipts
- ✓ Medical report/prescription
- ✓ Diagnostic test results (if applicable)
- ✓ Discharge summary (for hospitalization)
- ✓ Copy of Emirates ID
- ✓ Copy of insurance card
Step 2: Complete Reimbursement Form
Download from myNAS app or nas.ae. Include:
- Member details and policy number
- Treatment dates and diagnosis
- Doctor's name and license number
- Total amount paid
- Bank account details for payment
Step 3: Submit Your Claim
Online Submission (Recommended):
- Log into myNAS app or portal
- Select "Submit Reimbursement"
- Upload all documents (PDF/JPG format)
- Review and submit
- Note claim reference number
Courier Submission:
- Address: NAS Neuron Health Services
- P.O. Box 72071, Dubai, UAE
- Keep courier tracking number
Claim Assessment Process
- Initial Review: Documents checked for completeness
- Medical Review: Treatment necessity evaluated
- Coverage Verification: Benefits and limits checked
- Calculation: Eligible amount determined
- Approval/Rejection: Decision communicated
- Payment: Transfer to your bank account
Reimbursement Calculation Examples
Example 1: Standard Plan Outpatient
| Total Bill |
AED 500 |
| Less: Deductible |
-AED 50 |
| Less: Co-payment (10% of 450) |
-AED 45 |
| Reimbursement Amount |
AED 405 |
Example 2: International Emergency
| Emergency Room Bill (USD) |
$1,000 |
| Converted to AED (@3.67) |
AED 3,670 |
| Coverage (80% for out-of-network) |
AED 2,936 |
| Reimbursement Amount |
AED 2,936 |
Common Reimbursement Rejections
| Reason |
How to Avoid |
| Late submission (>30 days) |
Submit immediately after treatment |
| Missing documents |
Use checklist before submission |
| Illegible receipts |
Request clear, itemized bills |
| Service not covered |
Check coverage before treatment |
| Limit exceeded |
Monitor limits via myNAS app |
Tracking Your Reimbursement
Online Tracking:
- Log into myNAS app/portal
- Go to "Claims History"
- View status: Received → Processing → Approved/Rejected → Paid
Phone Tracking:
- Call: 800-2311
- Provide claim reference number
- Get real-time status update
Special Situations
Chronic Condition Medications:
- Submit first claim with full documentation
- Request recurring approval for faster processing
- Subsequent claims need only receipts
International Claims:
- Provide official exchange rate proof
- Include treatment country details
- May require translation of documents
Appeals Process
If your claim is rejected or partially paid:
- Review rejection reasons carefully
- Gather additional supporting documents
- Submit appeal within 30 days
- Include doctor's letter if medical necessity questioned
Important Tips
- Keep copies of all submitted documents
- Submit claims promptly to avoid delays
- Ensure bank details are correct for payment
- For amounts over AED 10,000, call for guidance
- Original receipts may be required for certain claims
