Claim Experience

6 Simple Steps to Submit Your Claim

Optimized digital claims — peace of mind when you need it most

Access Claims and Raise a New Claim
/01
Enter Claim Information
/02
Enter Banking Details
/03
Download and Sign Claim Form
/04
Upload Documents
/05
Review Claim Information and Submit
/06

Access Claims and Raise a New Claim

Open the LivWell app. On the Home Screen, select Claims. Then, on the Claims Screen, select Raise a New Claim to begin.

Enter Claim Information

Enter the Claim Amount and select the Claimant Name. Verify that your auto-filled information is correct: Policy Number, Phone Number, and Email Address. Select your Hospitalized Date and Discharge Date, then select Next.

Enter Banking Details

Fill in all required information to receive your payout: Beneficiary, Bank Name, and Bank Account Number, then select Next.

Download and Sign Claim Form

Select Download to get the official Claim Form. Sign the form using a wet-ink signature or a digital signature. You will upload this signed form in the very next step.

Upload Documents

Upload your signed Claim Form along with the necessary supporting documents as guided. This includes: Medical Prescription or Outpatient Medical Record, Lab/Imaging Test Results, VAT Invoices for expenses, Hospital Discharge Certificate (Inpatient), Surgery Certificate (if applicable), Breakdown of Medical Expenses, and others. Once attached, select Next.

Review Claim Information and Submit

On the Summary Screen, double-check the GENERAL INFORMATION and ATTACHMENTS of your claim request. Accept the Terms & Conditions and Privacy Policy of LivWell, then select Submit.

Important notes

To ensure convenience and save time during your insurance claim process on the livwell app, please take note of the following information

Facing a Verification Issue

If you see the "We couldn’t verify your insurance details" alert when accessing the Claims feature, it means your insurance policy information (such as your Phone Number, Citizen ID Number, or Policy Number) does not match the records provided by the insurer.

How to fix it: Please contact your Human Resources (HR) department to verify and update your insurance policy details, then try refreshing the app to reconnect to the claims feature.

Understand Your Benefits

Read your insurance policy carefully to avoid submitting claims for services falling under policy exclusions (out of coverage scope).

Valid Images

Prepare original documents; ensure photos are aligned, sharp, and all information is fully legible.

Regular Updates

Frequently check the application to provide additional documents in a timely manner when requested.

What Customers Talk About Us

See how OneHealth is empowering organizations to support their teams while delivering a seamless, modern health experience for employees.

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