FAQ: Easy Claim App
Table of contents
Are reimbursement claims via Easy Claim limited to a certain amount?
How do I access my documents (insurance card, insurance certificate) on Easy Claim?
1. What is the Easy Claim app?
The Easy Claim app has been specially designed for our policyholders, and is downloadable through your smartphone or tablet from the App Store or Google Play,.
With the Easy Claim app, you can:
Send your medical bills and track your reimbursements
Talk to a doctor via our telehealth service or request a second medical opinion
Find a healthcare provider
Request a guarantee of payment before hospitalisation
Access your insurance card and contact numbers
Access your insurance certificate (not available for Asia members)
Speak with our advisers (not available for Asia members)
Note:
The Easy Claim app is only available through the account of the principal policyholder. The user ID and password will be the same for all policyholders. The subscriber (premium payer) who is not a policyholder will therefore only have access to the Member Portal. The app is not available in certain countries or for certain covers.
APRIL ASIA members: By default, only the main policyholder has access to Easy Claim and the Member Portal in Asia. However, other adult members under the plan can also request separate access by contacting our Customer Service teams. The app is available to all Asia members, except in Mainland China.
2. How do I activate my Easy Claim account?
Upon signing up, you will receive an email prompting you to create a password to finalise the setup of your online services. Once the password has been created, your account will be activated, and you will be able to log in using your email address and password.
Note:
The Easy Claim app will be fully functional from the date your cover starts. If your cover has not yet started, you will only be able to access your insurance certificate, but not the other features of the app.
The Easy Claim app is only available with the principal policyholder's account.
The user ID and password will be the same for all policyholders.
APRIL ASIA members: To activate your Easy Claim account, you must first register your account on the Online Portal (you will have received an activation email when you first subscribed to your policy). Once your account has been activated, you will be able to log in to the Easy Claim app with the same email address and password.
3. How do I submit my reimbursement claims on Easy Claim?
You can submit reimbursement claims directly on your Easy Claim app, regardless of the amount of your bill.
Once logged in, click on “Make a request” on the app’s homepage, then on “Submit your claim”.
Provide the requested information.
Upload a PDF document or take a picture of your documents to upload them to the app: medical bill, prescription, and proof of payment.
Confirm your request.
4. How do I track my reimbursement claims on Easy Claim?
You can track the status of your claims directly on your Easy Claim app.
On the app’s homepage, click on “Claims”.
All your claims show a status on the screen: “Claim being processed”, “Awaiting documents”, “Reimbursed”, or “Denied”.
Click on each claim to access your statements with details of the amount reimbursed or the reason why a claim was rejected.
5. Are reimbursement claims via Easy Claim limited to a certain amount?
You can submit all your reimbursement claims through Easy Claim, regardless of the amount of your bill.
APRIL ASIA members: All requests for reimbursement are accepted, with no upper limit, with the exception of a few countries or plans:
US$400 in the Philippines
THB10,000 in Thailand
US$800 in Vietnam
US$2,000 for members under EasyCare, Southeast Asia or Worldwide
If a medical expense exceeds the limit, original documents will be required to finalise the claims process.
6. How do I add missing documents to Easy Claim?
Forgot to attach a document to a reimbursement claim? You can add additional attachments on the Easy Claim app:
On the home page, click on the “Claims” button.
Select a claim.
Select a beneficiary.
Select a claim with the status "Awaiting documents."
Click on "Add documents."
Upload a PDF file or take a photo of your documents to upload them to the app.
Track the status of your claim.
Note: Attachments of documents is not available for APRIL ASIA members.
7. How do I access my documents (insurance card, insurance certificate) on Easy Claim?
You can download your documents directly from the Easy Claim app:
Your insurance card in Wallet format by clicking on the card icon at the top right of your screen.
Your insurance certificate by clicking on "My Policy" and then "Download Insurance Certificate."
8. How do I find and contact a doctor on Easy Claim?
You can use the Easy Claim app to find and geolocate a doctor in the APRIL network. To do this:
On the homepage, click on "Medical network and telehealth" then select "Find a Doctor."
Start with a geographic search, then refine your criteria if needed.
On the results page, click on "APRIL Recommended."
9. How do you request a telehealth appointment via Easy Claim?
Your Easy Claim app gives you access to a free and unlimited telehealth service.
This service allows you to consult a doctor remotely 24/7, anywhere in the world, and in the language of your choice.
A doctor will call you back within 3 hours.
On the home page, click on “Services” and then on "Telehealth".
Then click on “Request an appointment”.
Note: This is not an emergency service. In case of emergency, please contact our Assistance team (their contact numbers can be found on your insurance card, in the Easy Claim app or in your Member Portal.)
You can also ask for a second medical opinion through the Easy Claim app/ After requesting a second medical opinion, the doctor will contact you within 24 hours to discuss your case further. Subsequently, a complete medical report will be prepared and sent to you within 10 working days.
