You may contact us through the following:
- Our 24/7 Customer Service toll free number: 8003010030
- Fax: 012- 6613514
Providers you are eligible to visit are listed in the provider network booklet and the mobile application, or you may contact our customer service team.
You may activate your SMS services by contacting our customer service team, your mobile number will be activated within 24 hours during weekdays.
Contact your group secretary to send us a request to re-issue your membership card, the membership card will be provided within 5 working days. In case of losing your membership card, you may obtain a confirmation of membership letter by contacting our customer service team, which will enable you to access your medical services within your entitled list of providers.
Addition requests are done through your Insurance coordinator of your company.
By contacting our customer service team to issue the certificate and send it to you within the day as per policy geographical coverage.
Customer service representatives are available in some major providers to assist you with various services and follow up on your pre-authorization requests, for further details please contact our customer service team.
Pre-authorization is to obtain a pre-approval for any medical services within your designated providers, which applies to:
- Any services containing sub-limits such as Maternity services, Dental services, Optical services…etc.
- Outpatient services above 1000 SAR “may vary depending on policy agreement”.
- All inpatient services.
Re-imbursement claims, are treatments or services paid for and utilized outside your designated network providers, which can be claimed by submitting the required documents to Saudi Enaya for re-imbursement according to policy terms and conditions.
We require the following documents for re-imbursement submission:
1. Copy of ID / Iqama.
2. Claim form filled out completely signed by member and stamped by policy holder.
3. Original or copy of itemized payment invoices and receipts.
4. Medical prescription from the treating doctor. “Signed by doctor”.
5. Investigation results/reports. For example: laboratory and imaging.
6. Medical Report mentioning the complaint, diagnosis, and treatment.
7. For Dental Services: Please specify the tooth Number.
8. For Inpatient and Day-Case Services: Prior approval / Authorization Letter from Saudi Enaya, together with discharge Summary stamped and signed by the treating Doctor.
Re-imbursement claims are calculated based on policy terms and conditions. Saudi Enaya will finalize your re-imbursement claims at the earliest time possible within a maximum of 15 working days from the date of submission of completed required documents.
Re-imbursement claims must be received no later than 30 days after the date of treatment for services done within KSA and 60 days for services done outside KSA, as per policy terms and conditions.
It’s your choice to receive treatments or services paid for and utilized outside the designated network of providers, which can be claimed by submitting the required documents to us for re-imbursement (please check your re-imbursement terms and conditions). As for the re -imbursement claims requirements, they are stated in Q10. Claims will be processed based on policy terms and conditions.
If your mobile is registered in our system you will receive SMS messages whenever we receive re-imbursement claims documents or pre-authorization requests from providers; you may also follow-up on all requests by registering on our website www.saudienaya.com or through our toll-free number, for more information please contact our customer service team.
Call our customer service toll free for immediate assistance.
Contact our customer service toll free in order to coordinate with another provider and direct you where to go to get your medication.
You may also obtain your medications from any branch of United Pharmacies, as Saudi Enaya has developed a verbal approval process with United Pharmacies Group to ensure dispensing your medications without any delay. Please ensure that you provide the pharmacist with the following:
- Medical report or UCAF clarifying the diagnosis.
- Original Prescription.
- Receipt of the deductible collection (from the provider’s reception).
You may receive all covered medication through the branches of United Pharmacies in case your prescribed medications or chronic medications are not available in the provider, for further details please contact our customer service team.
For Inpatient services: you may contact our customer service team through our toll free number to coordinate with an alternative provider to refer the case and update you. As for outpatient services: you may visit a different provider within your network.
During a life threatening emergency situation, visit the nearest provider to get the required emergency treatment and call our customer service toll free for immediate assistance.
Saudi Enaya’s global emergency service is done through “Assist America” which immediately connects you to doctors, hospitals, pharmacies and other services if you experience a medical emergency while traveling “150 kilometers or more” away from your permanent residence or traveling outside the country. For further details, please contact our customer service team.
You may obtain access to international providers as per policy geographical coverage; this service is pre-arranged for elective cases. For further details please contact our customer service team.
The standard exclusions according to the regulations of CCHI (Council of Cooperative Health Insurance) are listed within your membership pack, for further details please contact our customer team.
In-patient services include all admission cases or surgeries. Out-patient services include all medical services such as medical consultations, lab tests, X-Ray. Etc…
We reply to pre-authorization requests within sixty minutes from the time of receiving the request.