FAQ

What is pre-authorization?

Pre-authorization means that we make sure all aspects of your treatment are eligible under the terms of the scheme you have. The hospital is to ask for this authorization either by phoning our call center or sending an email. The process of obtaining this authorization should take less than 5 minutes.

Is pre-authorization required for all services covered by my plan?

No, It is only for some services that we pay the provider on a fee for service basis.

What is HMO premium?

This is the amount paid annually in exchange for access to an agreed set of benefits on the health plan chosen.

How do I select a Healthcare provider?

Before joining Fountain Healthcare Limited scheme, a list of over 400 service providers i.e. Hospitals would be provided to you to select one provider from. This choice can be made based on proximity to place of work, or place of residence or any other personal choice where applicable.

What is group/employee/Corporate plans?

These are health plans available to you through your place of employment. Please contact your HR for further clarifications.

How do I enroll on the Fountain Healthcare scheme?

The organization sends a list of staff to be enrolled, as well as indicate their selected plan type(s) for these staff. Each staff would read through and complete the enrolment form and select one primary care provider. Staff would attach adequately labeled passport photograph for him/her self and dependants where applicable. Names of each member registered are written at the back of each passport photograph.

Can I upgrade my plan whenever it is suitable for me?

You can only upgrade or change your plan at renewal.

What if my circumstance changes or I need to add other members of my family to my health insurance plan?

You can apply via your company’s HR department to add your partner or your children (including newborn children) as dependants on your membership as indicated by the policy agreement. To do this, you will need to complete an application to alter your registration form. Please contact your HR for details.

What categories of service providers are available?

Primary care providers.Secondary care providers i.e. specialist institutions, dental and optical clinics.

Primary Care Providers – these are Health care professional capable of providing a wide variety of basic health services and include practitioners of general, or internal medicine.
Secondary Care Providers They provide specialist care. The primary care provider usually refers the patients to these groups of professionals. They include Surgeons, Gynecologists, Physicians, Physiotherapists, Pediatricians, Ophthalmologists etc. Some providers may provide both primary and secondary care services.

Can I change my provider at any time I desire ?

Yes. We would require you to fill out our change of hospital forms from you requesting the change. All requests that we receive before the 15th of the month would be effected by the 1st day of the subsequent month.

Can I continue using my old hospital after enrolment with Fountain Healthcare Limited ?

Yes. If the hospital is registered on our network.

Can I reach Fountain Healthcare Limited at anytime ?

Yes. Our 24hrs National contact centre can be reached 24 hours a day, 7 days a week.

Do I require any form of identification to access care at the service provider?

Yes. A Fountain Healthcare Limited membership identification card will be issued to you at commencement of your plan. You would need to carry your FHC identification card before obtaining care at the health care provider facility. If you do not have an identification card, kindly contact our 24hrs national contact centre or your dedicated relationship manager to confirm validity.

As a traveler, can I access care anywhere in the Country apart from my chosen service provider ?

Yes. Call the 24hrs National contact Centre and they will pre-authorize you for access.

Where are Fountain Healthcare 24hrs National contact centre numbers and other contact details ?

Our 24hrs National contact centre numbers are written at the back of your membership ID card. You can also send an email to info@fountainhealthcareng.com or medicalservices@fountainhealthcareng.com.