COVID-19, the answers to your questions

COVID-19 coronavirus treatment costs are covered in the same way as any medical condition, whether for consultations, lab work, medical imaging or hospitalization. The percentage of reimbursement and, where applicable, the reimbursement limits are set out in the description of the Healthcare benefits provided under the plan.

Yes, the COVID-19 coronavirus is classed as an unforeseen illness under your healthcare plan. 

Testing for the COVID-19 coronavirus is covered, if it has been medically prescribed and is medically necessary, in accordance with the legal standards and regulations of the World Health Organization and local governments.

To claim your reimbursement, please send us the medical prescription accompanied by an invoice specifying the date on which the test was performed and the amount paid.

Prevention costs which are not usually covered by French Social Security (protective masks, gloves, hand sanitizer, etc.) are not covered under your healthcare plan in relation to the COVID-19 coronavirus pandemic, unless they are prescribed during a stay in hospital.

The usual procedures apply both for precertification requests and claims for reimbursement. The COVID-19 coronavirus diagnosis should be mentioned on precertification requests and also on claims for reimbursement. 

You should refer to the general terms and conditions of your "medical expenses" plan. Most plans cover medical care in the event of an emergency or unforeseen illness, when travelling to a third country (i.e. a country not usually covered under the plan), for a limited number of days per year, which may vary from one insurer to another.

To help us cope with the unprecedented situation created by the spread of the COVID-19 coronavirus, our group continues to provide all of its services and has been operating on a full teleworking basis using collaborative communication tools for several days now. 

In view of the recent decisions taken by the public authorities in France to combat the spread of this virus, all of our employees will be working remotely until further notice. 

All of our meetings are held remotely and access to our premises is restricted to authorized employees only.

Our information systems and our IT platform in particular have shown themselves to be more than equal to the task of ensuring secure communications and supporting our commercial and administrative relations. 

In these exceptional and evolving circumstances, your usual contacts remain online and reachable at the usual numbers and email addresses to continue providing you with the highest quality of service.

Rest assured that we are doing everything possible to continue operating our business and providing our services in these exceptional times. 

 

• The first thing to do is to strictly follow the COVID-19 coronavirus medical procedures defined by the country where you live and to call a local doctor/hospital if you or any family member have symptoms. 


• The second option is to activate the telemedicine service directly available from your Members’ Area, under the “Your Healthcare/Medical teleconsultations” section.


• The medical assistance and repatriation company of the plan can be contacted for all medical questions that have not been answered by the local health authorities hotlines, and not just in the case of an emergency. They will assess what action needs to be taken.

MSH International can be contacted for information on the medical providers (please refer in the FAQ to the question specially dedicated to this subject of access to medical providers), information on administrative process such as obtaining a letter of guarantee for hospital admission, the level of coverage of the plan.

A medical evacuation is decided for any life-threatening medical condition in a country that is unable to treat the patient. Regarding COVID-19, it could be - for example – a real difficulty in breathing, in a country without well-equipped Intensive Care Units. Decision to evacuate is done made by the repatriation assistance company of the plan in coordination with MSH International.

 

• First of all, please verify that a medical instruction has been effectively given to go to the hospital, since, in most cases, it is recommended that infected people stay at home when they are only affected by the most common harmless version of COVID-19 coronavirus.  You should avoid to go to hospital by yourself and should first check the local medical procedures of your country of residence.


• In case of emergency, you are advised to call the assistance company of the plan. MSH International can be contacted for information on the medical providers (please refer in the FAQ to the question specially dedicated to this subject of access to medical providers), information on administrative process such as obtaining a letter of guarantee for hospital admission, the level of coverage of the plan.

It is recommended that any member with an underlying medical condition (pulmonary condition, cardiovascular condition…) living in a “High risk” country leaves this country as soon as possible. However the travel expenses will not be covered by the repatriation assistance benefits as ‘’Preventive’’ medical evacuations are not covered under repatriation assistance plans (please refer to the other question on this topic in the FAQ).

The repatriation assistance provider of the plan can act - on a case by case basis - as an intermediary over the phone, to help you better understand the diagnosis made by a local doctor and to better interact with him/her. The repatriation assistance provider will make its best efforts to provide this service, without guarantee of success in the current context.

By default, this service may also be provided by the medical teleconsultation service of your contract, or even by the medical teams of MSH International, on a case by case basis.

In this case, the repatriation assistance plan does not cover the costs of the medical evacuation, as your medical situation is not a medical emergency.

Regardless of this, if you have been sent on a mission by your company or any other governmental or supranational entity, the latter may decide to organize - at his own expense - the repatriation of its employees, with the support of the repatriation assistance company, provided that it has the capacity to do so (due to flight restrictions, border closings, shortages of air staff...).

In the event of a medical emergency, the repatriation assistance provider of the plan, who is available 24/7, should be contacted first.

It will then determine - in full agreement with the recommendations of the local health authorities and in coordination with MSH medical team - the degree of medical emergency of the situation and will decide either:

• to organize your repatriation to the country offering both the best medical options nearby and corresponding best to your wishes,


• to refer you to a local hospital or a local doctor in your country of residence who is best able to treat you,


• to refer you to the MSH International medical teleconsultation service.

In all cases, the repatriation assistance company will place your health above all other considerations and will do everything possible to preserve your physical integrity.

In the exceptional situation created by the current coronavirus COVID-19 pandemic, the repatriation assistance company of the plan has the obligation to deploy all the medical, human and technical means at its disposal to provide assistance to insured members.

However, due to flight restrictions, possible border closings or even shortages of air staff..., it cannot be held to an obligation of results. All its efforts are nevertheless focused on preserving the physical integrity of the insured members and health considerations are placed above all others.

Please note that the situation is evolving everyday and that countries are taking measures on a daily basis that can impact the capabilities of the repatriation assistance company.

We recommend that you self-confine, have enough food for at least a fortnight and don’t go to the local hospitals if symptoms similar to those of coronavirus COVID-19 appear, but contact instead by phone the repatriation assistance company of your plan or the local health authorities of your country of residence.

In view of the major health crisis we are currently facing, we have decided - as an exceptional gesture - to relax the contractual terms of our insurance plans.

If you have a First'Expat or Relais'Expat plan, we are giving you the option of:

• either postponing the effective date of your coverage for as long as you wish, with no time limit. As soon as this health crisis is over, all you will have to do is tell us the new date on which you want your coverage to start. To avoid any unnecessary admin, we will keep your premium - unless you tell us otherwise - which means we will be able to honor your payment as soon as you inform us of your new effective date.


• or you can cancel your plan. We will then refund the full amount of the premium already paid in respect of your plan as soon as possible. Of course, when this health crisis is over, we would be pleased to arrange a coverage solution to suit your new stay abroad.

Whatever your decision, please let us know by return email - as soon as possible - which option you would like to choose and the date on which you (or your dependent) returned to your country of origin, enclosing a copy of your return flight ticket.

If you have a Start'Expat insurance plan you may cancel your insurance. We will then refund the full premium already paid for in respect of your plan as soon as possible. Of course, as soon as this health crisis is over, we would be pleased to arrange a coverage solution to suit your new stay abroad.

Each country has put in place its own response to the pandemic. MSH has established a list of hospitals recommended* by each country to diagnose and/or treat Coronavirus COVID-19 patients. This list is regularly updated as the situation is evolving as per the information provided by the countries local authorities. It can be provided upon request for most countries of expatriation.

* In some countries, the insured member may not have the choice of the hospital where he/she will be treated if he suffers from the severe form of the Coronavirus COVID 19.

You can find country-specific information on the website of the US department of State - Bureau of Consular Affairs, on the following factsheet and on this global lockdown policies map.

All information on air traffic restrictions can be found on the website of the International Air Transport Association (IATA).

To follow the development of the pandemic, we particularly recommend the official websites:

• European Centre for Disease Prevention and Control (ECDC)


• World Health Organization (WHO)


• American Centers for Disease Control and Prevention (CDC)


• Coronavirus COVID-19 Global Cases Map (by the CSSE at Johns Hopkins University)

For all general health advice on COVID-19, we particularly recommend the following official websites:

• European Centre for Disease Prevention and Control (ECDC)


• World Health Organization (WHO)


• American Centers for Disease Control and Prevention (CDC)

The French Public Health Council (Haut conseil de la santé publique or HCSP) considers that the persons most at risk of developing a serious form of COVID-19 infection are the following:

• Persons aged 70 and over (although patients between 50 and 70 years of age should be monitored more closely);


• Patients with chronic kidney failure who are on dialysis or with NYHA class III or IV heart failure;


• Patients with class B, or more severe, cirrhosis;


• Patients with a history of cardiovascular disease: high blood pressure, a history of strokes or coronary artery disease or who have undergone heart surgery;


• Insulin-dependent diabetics or those with complications in addition to their condition (micro or macroangiopathy);


• Patients with chronic respiratory disorders being treated with oxygen therapy, or who have asthma or cystic fibrosis or any chronic respiratory condition likely to worsen during a viral infection;


• Pregnant women;


• Persons who are morbidly obese (body mass index > 40kg/m²: by analogy with A(H1N1) influenza;


• Persons with a compromised immune system:
  
  
  
  • undergoing immunosuppressive therapy: chemotherapy for cancer, immunosuppressive chemotherapy, biotherapy and/or immunosuppressive doses of corticotherapy;
  
  
  • with uncontrolled HIV infection at CD4 <200/mm³;
  
  
  • who have had solid organ or hematopoietic stem cell transplantation;
  
  
  • who are undergoing treatment for malignant hemopathy;
  
  
  • who have metastatic cancer;