Contact your insurer
Notify your insurer or TPA using the official contact information on the policy. Ask about timelines, required documents, and the claim reference number.
A little guidance.
When it matters most.
Understand the steps, organise your documents, and know who to contact.
FLORENTE CLAIMS SUPPORT
Request claims assistance Need help with a claim?
Tell us what has happened and how to reach you. We can help you understand the next step, organise questions for your insurer, and follow up on an unresolved concern. The insurer decides claim eligibility and payment.
For urgent medical care, contact your hospital or emergency services first. For a claim, use your insurer’s official claims number listed on your policy.
Gather your documents
For health claims, insurers commonly request bills, discharge summaries, prescriptions, and claim forms. Life claims require different documents. Follow your insurer’s checklist.
Track and follow up
Keep copies of submissions and note the claim reference. If clarification is requested, respond through the insurer’s official channel.
Cashless or reimbursement?
01How does a cashless claim work?+
At an eligible network hospital, the hospital usually seeks authorisation from the insurer or TPA. Approval and the amount payable are subject to policy conditions. Non-payable expenses may still be yours.
02How does reimbursement work?+
You pay the hospital and submit the required claim documents to your insurer. Review its notification and submission deadlines. Keep itemised bills and proof of payment.
03What if I need to raise a concern?+
Start with your insurer’s official grievance channel. You can also ask Florente for help understanding the response and next steps. See our grievance guidance for external escalation routes.
Need help understanding the process?
Ask a general question. Don’t upload policy numbers, identity documents, or medical records here.
If your claim is delayed or disputed
Keep the insurer’s claim reference and written responses. Contact Florente with a brief description of the issue; we can help you identify what to ask next. You should also use your insurer’s official grievance channel for a formal complaint. Do not put medical records or identity documents in the general enquiry form.
Ask Florente to follow up