Howden MediReach - Support & FAQs

MediReach is an employee benefits programme designed and developed by Howden Insurance Brokers (Howden), and managed and powered by HMI.
Everything about MediReach has been curated to make it easier for employees to access and manage their medical insurance benefits. 

Your MediReach features can vary depending on your company's medical insurance plan coverage. You can find a summary of your benefits and entitlements on the MediReach mobile app and online portal. 

The user-friendly MediReach mobile app allows members to:

• search for nearby panel clinics
• submit and manage claims
• present the e-card for cashless access to outpatient panel clinics (where applicable)
• review your benefits entitlement

With MediReach, 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,  priority specialist appointment, referral bookings and even free specialist second opinion (where surgery is required) can be arranged for you. 
 

A brief overview of your corporate medical insurance cover can be found in “Benefit Entitlement” on the MediReach mobile app and online portal. Should you require more details, kindly contact our 24/7 helpline by calling +65 6305 4577 or sending an email to [email protected]

Kindly make payment directly at the clinic or hospital if your medical condition is not covered under your company's policy.

You may contact our 24/7 helpline by calling +65 6305 4577 or send an email to [email protected] for assistance. The team will reply your email within 2 working days.

Download the app from Apple store or Google Play store – search for “MediReach” . 

The App icon looks like this:

Alternatively, click here to access the MediReach web-based portal online.

Details of how to register for MediReach would have been provided to you via a welcome email message when MediReach 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.  

Kindly contact our 24/7 helpline by calling +65 6305 4577 or send an email to [email protected] if you need any assistance. 

Kindly contact our 24/7 helpline by calling +65 6305 4577 or send an email to [email protected] if you need any assistance. 

“Clinic locator” allows you to search for nearby panel clinics to enjoy cashless service* upon presentation of e-card and identification card 
*subject to policy wordings, copayment, surcharge or limit where applicable

Depending on your company's medical insurance programme design and coverage, visits to non-panel clinics may or may not be covered. Where non-panel clinics are covered, you will need to pay first and seek reimbursement.

Kindly contact our 24/7 helpline by calling +65 6305 4577 or send an email to [email protected] to find out if non-panel clinics are covered under your company's medical insurance programme.

Kindly check under “Benefit Entitlement” if you are covered for specialist outpatient. If yes, please consult with a panel General Practitioner (GP) for a referral letter and  contact our 24/7 helpline +65 6305 4577 or send an email to [email protected] for the team to assist you with a specialist appointment.

You have the option to either 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 with full set of documents 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 a 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 a 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.

Kindly contact our 24/7 helpline by calling +65 6305 4577 or sending an email to [email protected]

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

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

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 members with outpatient benefit cover, no payment at panel GP clinics (with the exception of copayment or surcharges) is required if e-card is presented during registration. For pre & post hospitalization bill, payments made at polyclinic or non-panel GP clinic, kindly submit your claims via MediReach app within 30 days from the date of visit.

Any pre and post hospital bills submitted will be assessed only after the LOG  or inpatient bill has been submitted by the hospital or insurer. The Final Itemised invoice must be addressed to the insurer instead of the member before the MediReach team assessrd the admission bill. The hospital may take more than a month to furnish the Final Itemised invoice to the MediReach team.

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). 

Outpatient and inpatient claims will be processed within 14 working days and 30 working days respectively upon receipt of all relevant information and documents.  

The MediReach team will contact you if there are missing documents or outstanding information. You can also check the status of your claim in the MediReach 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 corporate email address. You may check the status of your claim on the MediReach 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 status of your claim on the MediReach mobile app or online portal via “My Claims”. If you need assistance, please contact the helpline at +65 6305 4577 or send an email to [email protected]

Yes, we are firm believers in ensuring that you have peace of mind that when it comes to 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 6305 4577 or send an email to [email protected]