Claims Assistance for Atlas Travel®, Atlas PremiumTM, Atlas Group®, Atlas MultiTripTM, & StudentSecure® Members
IMPORTANT! This page applies only to Atlas Travel, Atlas Premium, Atlas Group, Atlas MultiTrip, and StudentSecure travel medical insurance plans. If you have an Atlas Journey™ or Atlas On-The-Go™ trip protection insurance plan, please see the “Claims Process” section of our Trip Protection Insurance FAQ page for answers to your claims-related questions.
You can also find claims information in the “Claim Provisions” section of the policy documents that were sent to your email upon purchase. To download another copy of your policy documents, visit the Atlas Journey or Atlas On-The-Go product page. Click the “Policy Documents” tab and use the dropdown to select your state. Then click the link for the policy you purchased.
Frequently Asked Questions
Using Your Insurance
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Do I Have to Use a Doctor from a Specific List?
You are always free to use the medical providers of your choice. When seeking treatment within the U.S., however, you may reduce your out-of-pocket costs by visiting a provider within your preferred provider organization (PPO).
A PPO is an organized network of hundreds of thousands of qualified medical practitioners and well-recognized hospitals in the U.S.
Refer to the "Schedule of Benefits and Limits" in the Description of Coverage for your plan to determine your coinsurance responsibility for in-network and out-of-network payments within the U.S., if applicable.
Then visit our "Find a Doctor or Hospital" page to find U.S.-based providers within your PPO. Note that there is no PPO for traveling outside the U.S.
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Do I Have to Pay the Doctor Up Front?
Many providers are willing to bill us directly, and we are happy to work directly with the provider. The provider should submit to us original itemized bills. You, the patient, will still need to submit to us a completed "Claimant's Statement and Authorization" form.
If the provider requires you to pay for medical treatment at the time of service, you will need to file a claim for reimbursement. When seeking treatment, please ensure that you provide your name in the same format as provided for your insurance policy. You can check your name format on your fulfillment documents, ID card, or in Client Zone. At the time of service, ask your medical provider for an itemized bill with the following information:
- Provider name and address
- Provider tax ID (if U.S.-based)
- Your name, date of birth, and certificate ID number
- Itemized charges
- DX (diagnosis) code and CPT (Current Procedural Terminology) code (these are the codes your physician's office uses to tell our claims examiners which procedures, diagnoses, and services you received during your visit)
Also request your receipt for the payment and your complete medical records from the visit. You will send the itemized bill, medical records, and receipt directly to us, along with a completed "Claimant's Statement and Authorization" form.
NOTE: For plans that offer a coinsurance waiver for expenses incurred in-network, the provider must bill expenses directly to us.
See "How do I submit the 'Claimant's Statement and Authorization' form?" for submission options.
You can also learn more about the claims process by reading "How to Submit a Claim: A Step-by-Step Guide to the Claims Process for Members."
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Can My Doctor Call if They Have Questions About What My Plan Covers?
Yes. We can define the benefits that are available within your coverage. However, we cannot pre-approve any treatment or guarantee payment in advance.
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What Happens if I Become Ill or Injured Over the Weekend and Need to Contact You?
Our World Service Center offers emergency travel assistance services 24/7. Please contact us at 1-800-605-2282 and a representative will be available to assist you.
We also accept collect calls from anywhere in the world at 1-317-262-2132. Mention the country and area code you are calling from and a representative from the World Service Center at WorldTrips will assist you.
Completing & Submitting Claim-Related Forms
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What Is a "Claimant's Statement and Authorization" Form?
The "Claimant's Statement and Authorization" form is a document that we request when we receive a claim for a new medical condition or episode of care. Your submission of a thoroughly completed and signed "Claimant's Statement and Authorization" form provides us with information so that we can properly evaluate whether the claim is eligible under your policy.
This form also allows us to request medical records from your medical providers.
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Where Do I Find the "Claimant's Statement and Authorization" Form?
The "Claimant's Statement and Authorization" form is available to you in several places:
- Online in Client Zone at zone.worldtrips.com/clientzone or in Student Zone at zone.worldtrips.com/studentzone
- At the top of this page. Scroll up and choose the "File a Claim" button. Or click here to download the form.
You can also contact us at 800-605-2282 to request a form by mail or fax.
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How Do I Submit the "Claimant's Statement and Authorization" Form?
You may submit this form to us in one of the following ways:
- Electronically via Client Zone at zone.worldtrips.com/clientzone or Student Zone at zone.worldtrips.com/studentzone
- By uploading it to the Submit Claim Request form via our Customer Service page at worldtrips.com/customer-service. Click "Submitting a Claim or an Appeal" under the "Contact Us" header. Then choose "Submit Claim." Fill out the form and upload the completed Claimant's Statement and Authorization form. Click "Submit."
- By email to [email protected]
- By mail to:
WorldTrips
Claims Department
Box No. 2005
Farmington Hills, MI 48333-2005
U.S.A. -
Do I Need to Send a Completed "Claimant's Statement and Authorization" Form with Every Bill?
No. You should submit one "Claimant's Statement and Authorization" form to us for each different condition.
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I Completed the "Claimant's Statement and Authorization" Form and You're Asking for It Again - Why?
We require a completed “Claimant’s Statement and Authorization” form for each different condition or episode of care. Therefore, if you have completed a “Claimant’s Statement and Authorization” form for a particular episode of care, you do not need to resubmit.
However, if you received treatment for a different condition or episode of care, you will need to complete a new “Claimant’s Statement and Authorization” form.
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What Is An "Authorization Form for Use and/or Disclosure of Protected Health Information" (Also Known as the HIPAA Form) and Why Is It Required?
The "Authorization Form for Use and/or Disclosure of Protected Health Information" (HIPAA form) gives WorldTrips permission to disclose and release protected health information (PHI) to anyone specified on the form. If you wish for your PHI to be disclosed to a specific person, you must complete, sign, and submit this form.
If you are filing a claim on behalf of another person, you MUST submit this form - signed by the policyholder - in order to speak with us regarding any of the policyholder's PHI. Without this signed form, we may only disclose to you the status of the claim.
You may complete and submit the form to us in one of the following ways:
- Electronically via Client Zone at zone.worldtrips.com/clientzone or Student Zone at zone.worldtrips.com/studentzone
- By uploading it to the Submit Claim Request via our Customer Service page at worldtrips.com/customer-service. Click "Submitting a Claim or an Appeal" under the "Contact Us" header. Then choose "Submit Claim." Fill out the form and upload the completed Claimant's Statement and Authorization form. Click "Submit."
- By email to [email protected]
- By mail to:
WorldTrips
Claims Department
Box No. 2005
Farmington Hills, MI 48333-2005
U.S.A -
Where Do I Send Claim-Related Documents?
You may submit all claim-related documents to us in one of the following ways:
- Electronically via Client Zone at zone.worldtrips.com/clientzone or Student Zone at zone.worldtrips.com/studentzone
- By uploading it to the Submit Claim Request via our Customer Service page at worldtrips.com/customer-service. Click "Submitting a Claim or an Appeal" under the "Contact Us" header. Then choose "Submit Claim." Fill out the form and upload the completed Claimant's Statement and Authorization form. Click "Submit."
- By email to [email protected]
- By mail to:
WorldTrips
Claims Department
Box No. 2005
Farmington Hills, MI 48333-2005
U.S.A.
Claim Processing
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How Long Will It Take for My Claim to Be Processed?
Once you have signed and submitted your "Claimant's Statement and Authorization" form, our claims examiners will review your information.
The initial review of your claim will determine whether it will be paid, denied, or if more information is needed to make a final decision. We may request more information from you or your medical providers before your claim is paid or denied.
Final processing time of your claim depends on multiple factors. However, you can assist us in reducing your claim pending time by ensuring that we receive all requested information quickly.
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How Do I Find Out About the Status of Submitted Claims?
To check the status of a claim, please sign into your Client Zone account at zone.worldtrips.com/clientzone or your Student Zone account at zone.worldtrips.com/studentzone.
Click "Claims" in the navigation menu across the top of the page. Then choose "Claims & Explanation of Benefits" from the dropdown menu. Find the relevant certificate number or claim number and review the "Status/Reason" column to see the status of your claim.
You may also email your inquiry to [email protected] or contact us at 800-605-2282
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I Submitted Everything You've Requested - Why Are My Claims Still Not Processed?
While we may have received a completed “Claimant’s Statement and Authorization” form from you, we may be waiting on medical records from your providers. Each time we request additional information, you will receive a letter notifying you of what is being requested.
You may assist us with these requests by contacting the medical provider to request that the medical records be expedited to us.
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Is the Explanation of Benefits (EOB) a Bill?
The EOB is not a bill. Rather, it is an explanation of how your claim has been processed. Learn more about the EOB here.
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Why Am I Receiving So Many Letters?
For each claim we receive, we will send you an acknowledgement letter notifying you that we have received your claim. The acknowledgement letter will also notify you of any additional information that we need or information that is still outstanding from a prior request.
Additionally, each time we request information from you or your medical providers, we will send you a letter to notify you of the request.
Claim Denials & Appeals
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What If I Do Not Agree with a Claim's Denial?
There may be situations when you choose to appeal how a claim was processed. You may appeal your claim decision using one of the following methods:
- Fill out and submit the Claimant Appeal Request form online - Visit worldtrips.com/customer-service and choose the appropriate "Submit a claim or appeal" button for your policy under the "Actions" header. Click "Submit Appeal." Fill in the requested information on the Claimant Appeal Request form and upload additional documentation that supports your reasoning and position (medical records, receipts, etc.). Click "Submit."
- Download the Claimant Appeal Request form, complete it, and submit it via email or mail - Visit worldtrips.com/downloads and choose "Claim and Appeal form" under "Type." Click "English" under "Claimant Appeals Request Form" to download the form (or download the Claimant Appeal Request form directly here.) Fill out the form and email it, along with additional documentation that supports your reasoning and position (medical records, receipts, etc.) to [email protected]
Or mail the form and supporting documents to:
WorldTrips
Claims Department
Box No. 2058
Farmington Hills, MI 48333
U.S.A.- Write a letter of appeal and submit it via email or mail - Write a letter of appeal following the appeal procedure instructions outlined in your certificate of coverage. Email this written letter of appeal, along with additional documentation that supports your reasoning and position (medical records, receipts, etc.), to [email protected]
Or mail the form and supporting documents to:
WorldTrips
Claims Department
Box No. 2058
Farmington Hills, MI 48333
U.S.A.In order for our claims department to review the appeal, you must provide additional documentation or information to support a reversal of the denial.
Please note that submission of the appeal will lead to re-evaluation of your claim but does not guarantee that the initial benefit determination will be altered.
- Fill out and submit the Claimant Appeal Request form online - Visit worldtrips.com/customer-service and choose the appropriate "Submit a claim or appeal" button for your policy under the "Actions" header. Click "Submit Appeal." Fill in the requested information on the Claimant Appeal Request form and upload additional documentation that supports your reasoning and position (medical records, receipts, etc.). Click "Submit."
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With the Patient Protection Affordable Care Act (PPACA) Law, How Can You Deny Pre-Existing Conditions?
Our policies are not subject to the Patient Protection Affordable Care Act. They do not contain many of the coverages required by PPACA and may contain a pre-existing condition exclusion.
Still Have Questions?
Educational Videos: Navigating the Claims Process
How to File a Claim Outside the United States
Follow Michelle's journey through the claims process to understand what happens if you receive medical care outside the United States.
How the Claims Process Works in the United States
If you received medical care within the United States, watch the video and follow along with Will to learn how the claims process works.
Glossary Terms
- Authorization Form for Use and/or Disclosure of Protected Health Information - an authorization form that gives the insurer permission to disclose and release protected health information to anyone specified on the form. WorldTrips requires that this form be signed and thoroughly completed if the member wishes for their protected health information to be disclosed and/or released to a specified person.
- Certificate Period - this is the period of time beginning on the date and time your insurance becomes effective and ending on the date and time your coverage is terminated.
- Coinsurance - specifies the percentage amount the insurer pays for eligible expenses and the percentage amount the insured pays for eligible expenses once the insured has met their deductible.
- Copayments (Copays) - the fixed amount the insured person must pay out of pocket for specific medical services, such as use of an emergency room for an illness.
- Claimant - a person or entity making a claim under a policy.
- Claimant's Statement and Authorization Form - an authorization form that asks for claimant information, medical information, and authorization for the release of medical records. It is completed by the claimant and submitted to the insurer. WorldTrips requires Claimant's Statement and Authorization form for each incident.
- Deductibles - the dollar amount of eligible expenses the insured must pay per certificate period before eligible expenses are paid.
- Date of Service - the date that a medical service was received. This date may differ from the date the medical claim is filed with the insurance company.
- In Network - refers to physicians and medical facilities who have a contract with the insurer. If you visit an in-network provider, you may receive medical services at a discounted rate.
- Member - an individual who is covered under an insurance policy.
- Out of Network - refers to physicians and medical facilities who do not have a contract with the insurer and therefore charge the full rate for their services.
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WorldTrips is a service company and a member of the Tokio Marine HCC group of companies.
WorldTrips’ Atlas Travel Series and StudentSecure international travel medical insurance products are underwritten by Lloyd's. WorldTrips has authority to enter into contracts of insurance on behalf of the Lloyd's underwriting members of Lloyd's Syndicate 4141, which is managed by HCC Underwriting Agency, Ltd.
WorldTrips' Atlas Journey, Atlas Cruiser, and Atlas On-The-Go trip protection insurance products are underwritten by Tokio Marine HCC's U.S. Specialty Insurance Company (USSIC). USSIC is a Texas-domiciled insurance company operating on an admitted basis throughout the United States. Coverage is available to U.S. residents of the U.S. states and District of Columbia only. This plan provides insurance coverage that only applies during the covered trip. You may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coverages. You may wish to compare the terms of this policy with your existing life, health, home, and automobile insurance policies. Coverage may not be available in all states.
In the State of California, operating as WorldTrips Insurance Services. California Non-Resident Producer License Number: 0G39705