We are pleased to inform that Integrated Health Plans (Malaysia) Sdn Bhd (IHP) is our appointed TPA for medical claims.
In order to serve you better, we are launching the new mobile application “IHP Health Concierge” on 15 March 2023 to better support your medical insurance policy with us.
The new app will feature an exciting design that makes it easier for you to access your information as well as enable service requests.
With the new IHP Health Concierge app, you will be able to do e-claims*, request for Guarantee Letter (GL) via Chat Bot, check your claims status, amongst others anytime and anywhere!
Download the New IHP Health Concierge App here:
Please be assured that there will be no change in the hospitalisation process but you can look forward to a new service standard.
For admission assistance, you may call the new toll free hotline:
FAQ
1. Who is Gibraltar BSN Life Berhad’s Third-Party Administrator?
Integrated Health Plans (Malaysia) Sdn Bhd ("IHP") is Gibraltar BSN’s appointed Third-Party Administrator ("TPA") engaged to manage the Company’s Individual Medical & Employee Benefit Policy medical claims.
2. Should I download the new Medical App, IHP Health Concierge App?
The new app will feature an exciting design that makes it easier for you to access your information as well as enable service requests such as e-claims*, request for request for Guarantee Letter (GL) via Chat Bot.
*Terms and Conditions apply.
3. How do I log in to IHP Health Concierge App?
You may refer to the Medical App guide (Register and/or Login to your IHP App) here.
4. I’ve registered my IHP Medical App in year 2021 but it no longer available, what should I do?
Please be informed that IHP medical app (old) will be discontinues with effect from 30 April 2023. Please remove, delete the old app. We are launching a new mobile application “IHP Health Concierge” on 15 March 2023 to better support your medical insurance policy with us.
You may download the new IHP Health Concierge Medical App here:
5. What are the requirements to download and install the IHP Concierge App?
For better experience of digital services, we recommend you the latest operating systems updated on your mobile devices i.e. iOS 12 and above, and Android 8 (API 26) and above.
6. I currently own a physical Medical Card. Can I still use it?
Your current physical Medical Card is no longer valid as we now have a new Third-Party Administrator ("TPA"). Please download the Medical App to access your new e-Medical Card.
7. I am not IT savvy and don’t know how to use apps. Can I still opt for a physical card?
Please contact our Customer Careline at 1300-22-6262 or email us at customerservice@gibraltarbsn.com for further guidance.
8. If I forget to bring my physical Medical Card/mobile phone with e-Medical Card during my cashless admission, what should I do?
You may present your NRIC to our Panel providers during cashless admission. If you have any problems, please contact IHP at 1800-82-0156 or email to gibbsn.enquiry@ihpmy.com.
9. Can I get a replacement card if I lose my card?
Please contact our Customer Careline and report the loss of the physical card. We recommend that you download the Medical App to receive your e-Medical Card.
If you wish to have a physical card, please contact our Customer Careline at 1300-22-6262 or email us at customerservice@gibraltarbsn.com. Please note that RM10 will be charged for subsequent physical Medical Card reprinting.
10. My family has few policies with medical riders with Gibraltar BSN. Can I access and view their e-Medical Cards and related information?
You may access your dependent’s their e-Medical Cards and related information by using dependent’s NRIC (without hyphen) and Password as login credentials.
11. What if I forget my user ID / Password?
The User ID is your NRIC number and the Password is your date of birth.
Example for NRIC no. 900201-88-8888:
User ID: 900201888888
Password: 01/02/1990
12. My follow up’s hospital bills incurred are RM4,000.00, can I submit the claims via IHP Medical App?
For medical claims more than RM2,000.00, you are advised to submit the claims via our servicing agent, head office or our nearest branches.
13. What should I do after I submit my medical bills and receipts via E Claims Submission?
Please retain these documents for at least 6 months from the day you submitted via E claims submission. You may be required to produce the relevant documents for our further assessment upon request.
14. What should I do if the doctor has scheduled a surgery for me two weeks from now?
For elective admission assistance, please contact IHP at 1800-82-0156 or email to gibbsn.enquiry@ihpmy.com. IHP shall provide guidance accordingly.
15. I am new customer and I just purchased a medical rider from Gibraltar BSN. How and when will I be notified?
Once your insurance application is approved, you will receive communication via digital or post from Gibraltar BSN within 3-5 working days with a guide on how to download the Medical App.
16. Can I access my e-Medical Card immediately on the Medical App after I receive my e-Policy document?
You may access your e-Medical Card within 3-5 working days after your insurance application is approved.
17. Can I use my e-Medical Card for cashless admission within first 30 days after policy issued?
No. For non-accident admission, the cashless facility is only available after the 30-day waiting period.
18. Who can I contact if I have more questions?
Please reach out to your servicing agent. Alternatively, you may contact our Customer Careline at 1300-22-6262 or email us at customerservice@gibraltarbsn.com.
For hospitalisation assistance, you may contact IHP at 1800-82-0156 or email to gibbsn.enquiry@ihpmy.com.