How to claim with LumaHealth Vietnam? or Thailand?
Quick Summary of Lumahealth Claims Process:
Lumahealth Direct Billing networks
You can present your insurance card at a hospital or clinic within Luma network. Most clients would use the Direct Billing network for Vietnam also called cashless clinics and hospitals so you are not out of pocket. Pre-authorization will be arranged directly with the provider where applicable.
Luma has signed agreements for IP Inpatient=hospitalization and/or OP OutPatient= GP/Specialists consultations. Upon consultation, you can show your insurance card or your Insurance certificate and the treatment provider will submit your claim and be paid directly by Lumahealth.
Attached are the Direct Billing list of clinics for Vietnam and for ASEAN countries.
Online Claim form
Although the claim forms are essentially the same, Lumahealth provide separate links labeled under Asia Care Plus, Pro, and Premier for client convenience—so you can easily locate documents related to your specific plan.
Attached the pdf claim form to use for claims above 3000$ or if you do not use the online claims submission.
For pre-authorization:
There is no need for pre-authorization in life-threatening emergencies—treatment should be sought immediately.
However, pre-approval from our medical team is required for the following treatments (action is taken by the medical provider, not the insured or broker):
- Planned surgeries (including minor or day care procedures)
- MRI, PET, CT scans & endoscopy
- Orthodontics
- Prenatal care and maternity
- Emergency evacuation or repatriation
Attached is the pre-authorizarion form. Once approved, we issue a Letter of Guarantee (LOG) directly to the hospital—not to the broker or insured.
Reimbursement (if paid upfront): Full detail on our website.
- Online Submission: Claims under USD 3,000 can be submitted via the LUMA app or online portal. Clients must write “Luma Claims” on each scanned receipt and retain the originals for 12 months.
- Paper Submission (for claims over USD 3,000): The same documents should be submitted online first. Then, originals must be mailed to our Vietnam or Bangkok claims address. First-time claimants will also need to submit a signed copy of their passport and bank book.
Required documents:
- Asia Care Plus Vietnam Claims Form filled and signed
- Receipt
- Medical report / certificate
- Detailed receipt (statement detail report including name of medicine and price of each items to be mentioned, if any)
- Doctor’s prescription (with medical indications for prescription drugs, laboratory tests, physical therapy, eyeglasses and contact lenses)
Original documents are required for Outpatient Claims of 3,000 USD or more.
For claims in Vietnam and if requested, send originals to this address:
LUMA Vietnam – Claim Department
Millennium Master Building, Block B-3A floor unit 15,
132 Ben Van Don street, Ward 6, District 4,
Ho Chi Minh City, Vietnam
Phone number: +84 869 17 97 01
For claims outside Vietnam and if requested, send originals to this address:
LUMA, Claims Department
57 Park Ventures Ecoplex
9th Floor, Unit 912 Wireless Road,
Lumpini, Pathumwan, Bangkok 10330 Thailandalll ACP/Pro/Pre claim form online
Check the Luma Care app user guide and Download below