The most important rule: contact Regency before going to hospital - wherever possible.
Why contacting Regency first makes a real difference
1. It is better for your health
Regency's claims team includes medically trained professionals who can help ensure you get to the right facility for your specific situation. Not all hospitals are equal, and in some parts of the world, the nearest hospital may not be the best option for your needs. Contacting Regency first means you will be guided to the most appropriate facility, and that the treatment you receive is appropriate for your condition. In serious cases, this can be genuinely consequential.
2. It is better for your finances
When you contact Regency before receiving treatment, they can liaise directly with the hospital and arrange full payment of your bills. This means you do not need to pay out of pocket and claim back later - which could mean finding tens of thousands of dollars at short notice. Hospitals are also more likely to prioritise your treatment when they know payment has been arranged by a major international insurer. If you do not contact Regency in advance, they may in some circumstances decline a reimbursement request if they have reason to believe that treatment was unnecessary or that the costs were excessive.
3. It is less stress for you
When Regency deals directly with the hospital, they handle the paperwork. You do not have to. When you are unwell or injured, the last thing you need is to be managing insurance administration. Let Regency handle it - that is exactly what they are there for.
In an emergency
We understand that in some situations it is simply not possible to contact Regency before receiving treatment. In a genuine emergency, your health comes first - get the treatment you need.
Contact Regency as soon as you possibly can afterwards, and keep any receipts, discharge documents, or treatment records you receive.
We strongly recommend carrying your policy number and Regency's contact details with you at all times - even just a card in your wallet with your policy number and the relevant claims number for your region. Save the numbers in your phone now, before you need them.
Regency contact numbers
The numbers below are for medical claims and medical enquiries from policyholders only. They are staffed by medically trained professionals and are available around the clock.
These lines cannot assist with purchasing a new policy, questions about cover levels, or general administrative enquiries. For anything other than a medical claim or medical enquiry, please use the contact form on this website.
| Country / Region | Medical Claims | Medical Enquiries |
|---|---|---|
| Brazil | +55 (0) 21 3500 2751 | +55 (0) 21 3500 8882 |
| China / Hong Kong | +852 (0) 5819 4888 | +852 (0) 5819 0028 |
| Dubai | +971 (0) 4319 7682 | +971 (0) 4319 7682 |
| Indonesia | +62 (0) 21 515 7681 | +62 (0) 21 515 7680 |
| South Africa | +27 (0) 87 5518 359 | +27 (0) 87 5502 426 |
| Spain | +34 (0) 91 1231 189 | +34 (0) 91 1984 206 |
| Thailand | +66 (0) 2105 4285 | +66 (0) 2105 4284 |
| United Kingdom | +44 (0) 20 3129 5004 | +44 (0) 20 3129 1544 |
| United States | +1 (0) 646 448 0331 | +1 (0) 347 875 3156 |
In addition to these numbers, you will also receive email contact details for Regency's claims team with your policy documents after your cover is confirmed.
Summary
- Contact Regency before going to hospital wherever possible
- In an emergency, get treatment first and contact Regency as soon as you can afterwards
- Keep your policy number and Regency's contact details with you at all times
- Regency will deal with the hospital directly - you focus on getting better