Howden MediHub

User_using_MediHub_app_on_phone

MediHub makes it easy for you to access healthcare services and manage your medical claims.

You can find everything you need in our easy-to-use app and, if you need any help, our 24/7 medical concierge service is just a phone call away. 
 

We’re here for you 24 hours a day, every day.

Let's talk...

+65 6715 6400 

We'll put you in touch with the person best equipped to help.

Got a question?

You might be able to find the answer in our frequently asked questions below – if you would prefer to speak to someone, just get in touch with the MediHub medical concierge by calling our 24/7 helpline on +65 6715 6400 or sending an email to [email protected].

About MediHub

MediHub is a medical facility designed and developed by Howden Insurance Brokers (Howden), and managed and powered by Integrated Health Plans (IHP).

Everything about MediHub has been designed to make it easier for employees to access and manage their medical insurance benefits.  
 

MediHub programmes can vary depending on what is included under your company medical insurance plan. You can find a summary of your benefits and entitlements in the Entitlement Table within the MediHub mobile app and online portal. 

Members benefit from an easy-to-use mobile app, which allows you to:

  • Submit and manage claims
  • Use your e-membership card for cashless access to outpatient panel clinics (where applicable)
  • Review your benefits entitlement
  • And, for programmes where outpatient services are included, you can find panel clinics in the app

With MediHub, there is no need to send original documents; you can upload scanned copies or snapshots to the mobile app or online portal. 

There is always someone on hand to help with our 24/7 helpline service.

And, if your cover includes specialist practice cover, we will arrange priority specialist appointment and referral bookings for you. We will even arrange a free specialist second opinion (where surgery is required). 

Howden is the largest independently-owned international retail insurance broker in the world.


We are one of the leading Employee Benefits insurance brokers in Singapore and we are delighted to have been chosen by a panel of HR professionals as the highest-ranking broker in the Best Employee Insurance Provider category at the HR Vendors of the Year 2018 Awards. 


We have extensive experience in developing comprehensive employee benefits insurance solutions for a wide range of public and private organisations, including many of Singapore’s flagship companies.


Howden designed and developed MediHub in direct response to the needs of employees of our clients who told us they wanted an easier way of accessing their medical insurance and managing their claims.  
 

Your medical benefits

A brief summary of your medical insurance cover can be found in the Entitlement Table in the MediHub mobile app and online portal. If you need more details, please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected]

You will need to pay the hospital or clinic directly.

Please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected] for assistance. 

Mobile app and online portal

You can download the app from the Apple store or Google Play store – search for “MediHub” – the icon looks like this:

MediHub app icon

Click here to visit the online web version of the app.

Details of how to access MediHub would have been provided to you via a welcome email message when MediHub was launched to employees of your company.  


If you have forgotten your password, you can generate a new password by clicking on the ‘forgot password’ link on the login page.  


Please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected] if you need any assistance. 

Please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected] for assistance. 

The questions in the following 'Visiting a clinic' section are only applicable to members with outpatient cover included in their programme.

Visiting a clinic

You can find details of the panel clinics included in your plan by using the clinic locator in the MediHub mobile app or online portal. Access to all panel clinics included in your plan will be on cashless basis.  

Your MediHub mobile app has your e-membership card built in so you don’t need to carry a physical membership card – you can just show the e-membership card in your mobile app. 

Depending on the design of the medical insurance programme for your company, visits to non-panel clinics may or may not be covered. Where non-panel clinics are covered, it will be on a pay first and reimbursement basis.

Please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected] to find out if non-panel clinics are covered under your company medical insurance programme. 

You will need to consult with a panel General Practitioner for a referral to a panel specialist.

There is no need for you to wait at the panel General Practitioner clinic for a referral letter. 

Your GP will send your referral letter directly to the MediHub medical concierge team, who will call you to arrange your appointment. 

  • Medically urgent cases – within the same day if GP request comes in before 4pm. Within the next working day if received after 4pm.
  • All other referral cases – within 2 working days.


If you do not receive a call from MediHub within timings outlined above, please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected]
 

Hospitalisation

You will either have to pay for the treatment first and seek reimbursement, or request for a Letter of Guarantee (LOG). 


For scheduled procedures, you will need to request a LOG at least 5 working days in advance of your procedure. For emergency admission, a LOG can be arranged within the same day. 
 

A LOG is credit facility offered by insurers to hospitals, on your behalf. The purpose of the LOG is for the patient to obtain a waiver of the upfront cash deposit required by the hospital.

The issuance of LOG is not an admission of liability under the policy as it is subject to final claim assessment. Insurers reserve the right to recover the cost from the member if the claim does not fall within the policy coverage, or if some of the expenses incurred are not payable. 

Coverage is subject to the terms, conditions and exclusions of the insurer’s policy.
 

Please contact our 24/7 helpline by calling +65 6715 6400 or send an email to [email protected].  

You will need to pay the balance to the hospital or clinic directly.

If a medical condition is clearly not covered, a LOG will NOT be issued, and you will need to pay for your treatment directly to the hospital. 
Where a LOG is issued and subsequently assessed not to be covered, the insurer will seek recovery from you.

A LOG is a letter of credit and, as such, the issuance of a LOG is not a confirmation or admission that the claim is covered. 
 

For scheduled hospital admissions, you will need to contact MediHub, and provide all of the required information and documents, at least 5 working days before the hospital admission.

For emergency hospital admissions, MediHub may be able to issue a LOG within 24 hours of admission subject to receipt of all the required information and documents. 

Claims

Claim process

 

There is no need to submit original documents to make a claim. Scanned copies will suffice. However, you are required to retain the original documents (including receipts) for a period of 6 months from the time of settlement of the claim, for audit purposes. If required, you will need to produce the original documents (including receipts). If you are not able to produce the originals, the insurer reserves the right to recover, from you, the amount that was paid to you. 

Claims must be submitted within 30 days from date of the consultation (for outpatient visits) or date of discharge (for hospitalisation). 

Claims will be processed between 14 to 21 working days of us receiving all relevant information and documents.  

We will contact you if there are missing documents or outstanding information. You can also check the status of your claim in the MediHub mobile app or online portal to see if all documents and information have been received. 

A claim settlement or rejection letter will be sent to your office email address. You can also check the status of your claim in the MediHub mobile app or online portal.

All claims will be paid via GIRO into your payroll bank account (provided by HR). If you need to update your bank details, please advise your HR.

You can track the stage of your claim in the Claim History section of your MediHub mobile app or online portal. If you need assistance, please contact the helpline on +65 6715 6400 or email [email protected].  

Other FAQs

Yes, we are firm believers in ensuring that you have the peace of mind that you are making the right decision before proceeding with surgery. You are covered for up to S$300 for consultation fees with a second specialist for a second opinion. If you do not have a specialist in mind and need assistance, please contact the helpline by calling +65 6715 6400 or send an email to [email protected].    

MediHub, through IHP, has a member discount programme. The list of IHP participating merchants can be accessed via your MediHub app and online portal in the section “Offers & member privileges”.

Click here to read the MediHub Data Protection policy.