Frequently Asked Questions
Enrollment & Purchase
How do I purchase a health insurance plan?
You can purchase a plan directly from our website carewayusa.com and contact our customer service for assistance.
Claims & Documentation
What documents are required to file a claim?
You will need hospital bills, medical records, and a government-issued ID for verification.
How long does it take to process a claim?
Claim processing typically takes 7-14 business days, depending on document verification. However, in case of an emergency where the customer cannot afford hospital bills upfront, we offer urgent payment assistance to ensure immediate medical care.
Refunds & Cancellation
Am I eligible for a refund if I cancel my health insurance policy?
Yes, you may be eligible for a refund depending on when you cancel and whether you have used any policy benefits.
Here’s how our refund policy works:
- Full Refund: If you cancel your policy before completing 3 payments, you are eligible to apply for a full refund, provided no claims have been made.
- Partial Refund: If you cancel your policy after completing 3 payments and no claims have ever been used, you may still apply for a refund. In this case, 80% of the total amount paid will be refunded, and 20% will be deducted as administrative and processing charges.
- No Refund: If any claim has been made at any time during the policy period, no refund will be issued, even if you choose to cancel later.
Please Note:
- Refunds are processed within 14 business days of receiving your cancellation request and necessary verification documents.
If you have specific questions or need help initiating a refund request, our 24/7 support team is always here to assist you.
Can I reinstate my policy after cancellation?
Yes, you can reactivate your policy within 3 months of cancellation, or you may create a new account.
Payments & Billing
What happens if I miss a payment?
A 10-day grace period is provided from the payment due date. If payment is made within this period, the policy remains active with no impact.
If payment is not received within 10 days, the policy will be temporarily suspended, and claims will not be allowed.
The policy may be reinstated only if the missed payment is cleared within 3 months from the suspension date.
If payment is made after the grace period, a late fee of $10 per missed payment may apply and must be paid at reinstatement.
Claims are not available immediately after reinstatement. The member must complete two consecutive monthly payments before becoming eligible to make a claim.
If payment is not completed within 3 months, the policy will be permanently cancelled, and a new plan will be required.
Can I pay quarterly, half-yearly, or annually instead of monthly?
At the moment, we offer monthly payment plans only — and there’s a good reason for that.
We believe that healthcare should be affordable and stress-free. By offering monthly payments, we help you avoid large one-time charges and give you better control over your monthly budget.
This also ensures that no one has to delay or avoid coverage just because of a big upfront payment.
More flexibility in the future:
We are constantly listening to our users and may introduce quarterly or annual options in the future — based on what works best for you.
For now, monthly plans offer the perfect balance of convenience, flexibility, and affordability.
Plan & Account Management
How do I contact customer support?
You can reach us via our 24/7 helpline or email us at [Customer Support Email].
Can I change my insurance plan after purchasing?
Yes, you can upgrade or change your plan by contacting our customer service team.
Can I add family members to my insurance plan?
Yes, you can add dependents to your plan. Contact our support team for eligibility and pricing details.
Can I access my policy details online?
Yes, you can log in to your account on carewayusa.com to view and manage your policy details.
Can I transfer my health insurance policy to someone else?
No, a health insurance policy cannot be transferred to another person. It is issued in the name of the insured individual and is specific to their medical profile. However, if you have a family floater plan, any covered member can raise a claim as per the policy terms. For any assistance, you can contact our 24×7 customer care. Please note: the policy itself cannot be reassigned to a different name.
Coverage & Waiting Period
Does my insurance cover pre-existing conditions?
Coverage for pre-existing conditions depends on the specific terms of your policy. Please check your policy details or contact customer support for clarification.
When can I start claiming benefits under my policy?
We want to ensure that all our customers receive fair and continuous coverage while also maintaining the integrity of our services.
Here’s how claim eligibility works:
Please note:
Claims made before completing the 3-payment requirement (except emergencies as stated above) will not be eligible for reimbursement or cashless approval
For all new policyholders, you can start claiming benefits after completing three (3) consecutive monthly premium payments.
Exceptions:
In case of accidental injuries or life-threatening medical emergencies, your coverage begins from Day 1 — even if the 3-month waiting period is not completed. We believe urgent care should never be delayed.
Why do we have this waiting period?
This 3 payments buffer helps us ensure that the policy is being used by genuine customers and protects the plan from misuse. It allows us to keep our premiums affordable for everyone.
If you have questions about your specific policy or eligibility, feel free to contact our support team any time.
What treatments are not covered?
To keep our plans affordable and focused on essential healthcare, the following treatments and services are generally not covered:
• Over-the-counter (OTC) medications without a prescription.
• Treatments related to drug or alcohol abuse.
• Cosmetic or appearance-enhancing procedures (e.g., plastic surgery, botox, liposuction).
• Dental cosmetic enhancements such as gold/silver capping, tooth jewelry, and non-essential orthodontic work.
• Routine dental care, including cleaning, scaling, and whitening.
• Vision correction surgeries like LASIK.
• Routine vision tests, eyeglasses, contact lenses, or frames.
• Dietary supplements and vitamins, unless prescribed and administered during hospitalization.
• Experimental, investigational, or unapproved treatments.
• Fertility treatments or assisted reproductive technologies (e.g., IVF, IUI).
• Sex reassignment or gender affirmation surgeries.
• Treatments for self-inflicted injuries or suicide attempts (unless mandated by law).
• Non-medically necessary procedures or treatments done purely for convenience.
Do I need to visit specific hospitals or medical brands to use my insurance?
No, you are not restricted to any specific hospital or medical brand.
You are free to seek treatment from any licensed hospital, clinic, or pharmacy of your choice, based on your comfort and preference.
To process your claim, you’ll simply need to submit valid medical documents related to your illness or treatment, such as:
• Hospital bills or invoices
• Diagnosis reports
• Prescription and medication details
• Any other required supporting documents
Once submitted, our team will review the documents and process your claim as per your policy terms — regardless of which hospital or provider you visited.
We believe healthcare should be about your choice and comfort, not limitations.
Chronic Illness & Medications
Are chronic illnesses and lifelong medications covered under my policy?
If you are diagnosed with a chronic condition (such as diabetes, hypertension, thyroid disorder, asthma, etc.) after your policy has started, we will cover the cost of medically‑prescribed medications and doctor consultations related to that condition for up to six (6) months from the date of diagnosis.
- After this 6‑month period, routine expenses—such as daily medicines, follow‑up consultations, lab tests and monitoring—will no longer be covered under the base plan.
- All future hospitalizations caused by the condition will, however, remain covered according to your policy terms.
- Pre‑existing chronic illnesses declared at the time of purchase are subject to the standard waiting‑period rules stated in your policy schedule.
This limited 6‑month support helps you manage the initial impact of a chronic diagnosis without added financial stress, while allowing us to keep premiums affordable for everyone.
Do I need a prescription to claim medication expenses under my policy?
Yes. In the United States, all prescription medications must be issued by a licensed healthcare provider and filled at a certified pharmacy. To be eligible for a reimbursement under your policy, you must submit:
- A valid prescription from a certified medical professional
- A copy of the pharmacy bill or receipt showing the medication details
- Any other documents required by our claims department
Over-the-counter (OTC) medications without a prescription are not eligible for reimbursement.
If I am prescribed medication for 6 months, will the full amount be paid at once?
To ensure responsible usage and smooth claims processing, medication reimbursements are handled on a monthly basis.
If your doctor prescribes you medication for an extended period (e.g., 6 months), you will need to submit monthly pharmacy bills along with your original prescription. We will reimburse eligible medication costs each month, based on actual purchases and valid receipts.
What if the medication changes or causes side effects?
If the prescribed medication does not suit you or causes side effects, and your doctor changes the treatment, the new medication will also be covered—provided you submit the updated prescription and medical justification (e.g., doctor’s note or consultation summary).
This approach ensures that customers receive timely support without delays, while also helping us prevent misuse or overpayments.
Telemedicine
Is telemedicine or online doctor consultation covered under my policy?
Yes, we cover general telemedicine consultations with licensed doctors for common medical conditions such as cold, fever, infections, or basic health concerns.
These online visits are included in your policy to help you get fast, affordable medical advice from the comfort of your home.
Please note:
• Telemedicine coverage is limited to general health consultations only.
• Specialist consultations (such as psychiatry, therapy, or complex diagnostics) are not included under the base plan.
• Reimbursement is subject to valid documentation (consultation summary and provider license ID, if applicable).
Maternity
Does the plan cover pregnancy and delivery-related expenses?
Yes, your health insurance plan includes maternity benefits, it covers pregnancy-related medical expenses including hospitalization, delivery charges, and other associated medical costs — up until the mother is safely discharged from the hospital.
After the baby is born, you can easily add your newborn to your policy by updating your plan. This ensures your child is also covered under your health insurance going forward.
High-Cost & International Treatment
If my treatment cost exceeds the $100,000 annual coverage limit, will the company still provide full treatment for a fatal disease or serious medical condition?
Our plans offer an annual coverage limit of $100,000 per person, regardless of which plan you choose.
However, because we promise to stand by you in the event of any serious or life-threatening medical condition, if your treatment cost is expected to exceed this limit, we will still ensure you receive the care you need — with certain conditions.
In such cases, you must receive treatment at one of our approved partner hospitals, which may be located outside the United States.
Our primary international treatment destinations are:
• India – Internationally accredited hospitals, world-class doctors, and treatment costs up to 20× lower than in the U.S.
• Singapore – A globally top-ranked healthcare system with modern infrastructure and significantly reduced costs.
• Turkey – Advanced medical technology, skilled specialists, and high-quality care at affordable rates.
If your treatment is referred to one of these countries:
• The company will cover round-trip airfare for you and one accompanying person.
• We will also cover all accommodation and living expenses in the treatment city for the duration of your care.
• All medical expenses at the partner hospital will be fully covered according to your treatment plan.
This ensures you receive complete, world-class medical care without facing additional costs, even if your treatment exceeds your U.S. coverage limit.