When contacted by an International Assistance Travel Team to handle a case, New Frontier Group is the policyholders and medical provider’s main point of contact. Whether it’s providing verification of benefits or resolving payment of the claim, New Frontier Group offers every level of assistance to the help the policyholder’s treatment go as seamless as possible.

New Frontier Group’s questions and answers to better help patients prepare when going for medical treatment.

What is my first step to take if I determine I need to seek medical attention when I’m traveling abroad?

Immediately contact your insurance or Assistance Team center. Notify them of your medical issue and they will determine if it is covered within your policy. If covered, they will assist in directing you to a facility close to your location that can treat your need.

New Frontier Group works with hundreds of International Insurance Companies to serve as their domestic handler for foreign nationals needing medical care in the U.S. Many U.S. providers require a U.S. contact in order to accept insurance information. Once New Frontier Group has been contacted by the insurance company or Assistance Team, we become the front line to assisting patients in getting the care they need. Among its many services, New Frontier Group will assist travelers by contacting the facility and inform them that the patient is planning to come in, provide necessary insurance information and make arrangements to receive the claim for processing and payment.

Will I have a co-payment or any out of pocket expenses with my travel insurance?

This depends on the policy you have purchased. The goal at New Frontier Group is to avoid having the patient pay any out of pocket cost unnecessarily. Once the international insurance gives the go ahead to handle a case, contact is immediately made to the hospital or doctor’s office to provide billing information. New Frontier Group takes preemptive steps to obtain the claim and handle the charges.

What is the difference between going to an Emergency Room or Urgent Care?

Urgent Care or Walk In Clinics are facilities that can treat illnesses that are not extremely complex and can be serviced on an outpatient status. Emergency rooms are almost always located within a hospital and prepared to handle all levels of treatment. While wait times are generally shorter when going to an Urgent Care, careful evaluation of the symptoms is important to determine if treatment should be sought at an Urgent Care or Emergency Room.

How is it determined where I should go if needed medical treatment?

You will need to discuss with your insurance or Assistance Team based on where you are located. They will assist you in determining a facility to go for treatment. New Frontier Group works with hundreds of hospitals all over the United States and can assist in recommending an emergency room to go to.

What do I do if I have to be admitted to a hospital?

You should always let your insurance or Assistance Team know if you are being admitted into the hospital. Consideration of an admission must be reviewed with your policy.

If New Frontier Group is handling the case, we will follow up with the hospital and notify them if there is coverage for the admission. Many times hospital ER registrations personnel or insurance verification clerks do not properly document the insurance information. The next thing you know the hospital is asking the patient for a credit card because the insurance information has not been properly transferred and they want to ensure payment at time of discharge. Avoid paying any charges by keeping all team members notified of your care status.

Can a facility deny me treatment if I do not have the funds and do I have to give a credit card if requested for payment assurance?

While the United States does have legislation that all providers must abide by related to under the Emergency Medical Treatment and Labor Act, entitled treatment varies from situation to situation, facility to facility, physician to physician and state to state. Travel insurance is not accepted by all providers in the U.S., just as some providers only accept certain insurance plans. In order to avoid being denied treatment or being asked to provide a credit card, it is best to contact your Insurance or Assistance team for guidance. If Frontier is asked to the handle the case, we call on our long standing relationships with hundreds of hospitals all over the U.S. to avoid patient’s being denied treatment or being asked to pay out of pocket payments.  Most providers feel there is a financial safeguard when the claims address and phone number, that Frontier provides, is within the United States.

What do I need to obtain from the facility or Doctor when I am ready to leave or be discharged?

It is advisable to obtain a copy of a detailed report, discharge summary and/or invoice from the facility. Submit a copy of the documents to New Frontier Group if we are handling your Insurers policy. New Frontier will conduct all follow up necessary to pay the changes.

Is dental treatment also covered under travel insurance?

Many medical travel policies do not include dental coverage. Be sure to review this coverage when selecting your policy. Always check with your Travel Assistance Team when needing dental treatment.

What is a claim?

Medical claims are medical bills or invoices that identify the patient’s treatment and diagnosis by medical coding. More than likely you will not receive a claim for your treatment, but rather an invoice or statement from the provider. If New Frontier Group is handling the case, we take a proactive approach in obtaining the claim for payment so the patient does not have to worry about the process.

It is recommended that you make a copy of the statement you are given at the time of check out or if you receive an invoice later in the mail, send a copy immediately to the Insurance or Assistance Team. Be aware that when receiving medical care in the U.S. you may incur additional bills that are affiliated with the main treatment. For example, if you are seen in an Emergency Room and you had an X-Ray, when you leave the ER you may only receive a statement for the ER facility visit. However, there will ultimately be three bills: the hospital ER facility bill, the Emergency Room physician bill and the radiologist bill for the professional that read your X-Ray. Again, it is important to be aware that unlike many European health services, additional charges may be arise some time later than the original date of service, but the charges still need to be addressed as soon as possible.

What happens if I have submitted my invoice to the insurance or Assistance Team center and I still receive a statement in the mail asking for payment?

Often times, U.S. medical billing services do not properly record the insurance information or they have an electronic billing that automatically goes out even when coverage has been provided and claims are in the process of being paid. Do not become overly alarmed if you receive a notice. If you have previously had approval for coverage (and even sometimes if you failed to get approval at the time of service), it just may require some follow up. If New Frontier Group is made aware of a case they are handling and the provider is still contacting the patient, efforts are made to contact the provider and ask that all communications be forwarded to New Frontier Group. Patients should not be inconvenienced for outstanding charges that a policy covers. Once again though, it is important to always forward a copy of any documents you receive to the Insurance or Assistance Team.

New Frontier Group’s RX Concierge Assistance Program fills your prescriptions with no out of pocket costs.

Can New Frontier Group help me with prescription drug costs?

The cost and arrangements of having a pharmaceutical needs filled is just another added inconvenience many travelers have to deal with once they have been treated. Some travel insurance do not automatically cover the costs of prescription and require the traveler to pay for the medication up front and get reimbursed from their insurance once they are back home. If medication is covered and New Frontier Group is assisting the patient, our concierge prescription service is there to take care of getting the medication to you wherever you are located and the cost will be processed with the insurance.

Policyholders should contact New Frontier Group before filling any medication prescriptions.1.800.318.2090. If approved by your International Insurance we can arrange to have your prescription filled and delivered directly to you.

Tips to be better prepared when going to a physician or hospital.

Is there a form I can give to a healthcare Provider to release my medical records?

The Health Insurance Portability and Accountability Act, or HIPAA is a series of rules and regulations that control the sharing of personal health information. By providing a signed HIPAA form to your medical provider, you authorize the healthcare provider to release your medical records and charges so they can processed and paid.

HIPAA Privacy Authorization Form", Acrobat reader, available here, is required to view and print the form. Almost all providers can make available a HIPAA form or a medical release form when treated at their facility.

Policyholders can contact New Frontier Group before going to their appointment and receive a medical release contact form to take with them to give to the provider.

Be aware if contacted by a Debt Collector.

What if I'm harassed by debt collectors?

The Fair Debt Collection Practices Act controls how debt collectors may contact you regarding outstanding debts. You should know that the Fair Debt Collection Practices Act requires that debt collectors treat you and your client fairly and prohibits certain methods of debt collection. Of course, the law does not erase any legitimate debt that may be owed. Here is a summary of questions and responses regarding the "fair debt collection practices" of a collection agency or collection attorney when calling a policyholder in an attempt to collect a medical debt that has occurred in the Unites States. If when contacted by a collector, you feel that they have violated any of the provisions listed below; please document the name of the collector and the agency he/she represents and kindly forward this information to New Frontier Group so that we may notify the Provider of the documented infractions and offending collection agency. Please refer all calls from collectors on claims where New Frontier Group is involved, to our offices at 001.949.429.7130, we will be glad to address any issues on your behalf.

Which debts are covered?

Personal, family, and household debts are covered under the Act. This includes money owed for the purchase of an automobile, for medical care, or for charge accounts.

Who is a debt collector?

By definition, a debt collector is any person who regularly collects debts owed to others. This includes attorneys who collect debts on a regular basis.

How may a debt collector contact you?

A collector may contact you in person, by mail, telephone, telegram, or fax. However, a debt collector may not contact you at inconvenient times or places, such as before 8 a.m. or after 9 p.m., unless you agree. A debt collector also may not contact you at work if the collector knows that the employer disapproves of such contacts.

Can you stop a debt collector from contacting you?

You can stop a debt collector from contacting you by writing a letter to the collector telling them to stop. Once the collector receives the letter, they may not contact you again except to say there will be no further contact or to notify you that the debt collector or the creditor intends to take some specific action. Please note, however, that sending such a letter to a collector does not make the debt go away if you actually owe it. Please use the New Frontier Group’s "cease and desist" letter, sign it and return (fax or email) a copy to New Frontier Group. Frontier will in turn forward a copy to the collector and the medical Provider.

May a debt collector contact anyone else about your debt?

A collector may contact other people, but only to find out where you live, what your phone number is, and where you work. If contacted by a collector, you DO NOT have to give them any information! Collectors usually are prohibited from contacting third parties more than once. In most cases, the collector may not tell anyone other than the client or their attorney that they owe money.

What Collection Agencies or Collection Attorney's CANNOT do:

A collector may contact other people, but only to find out where you live, what your phone number is, and where you work. If contacted by a collector, you DO NOT have to give them any information! Collectors usually are prohibited from contacting third parties more than once. In most cases, the collector may not tell anyone other than the client or their attorney that they owe money.

False statements:

Debt collectors may not use any false or misleading statements when collecting a debt. For example, debt collectors may not:

  • falsely imply that they are attorneys or government representatives such as customs, passport control or immigration.
  • falsely represent that they operate or work for a credit bureau.
  • falsely imply that the client has committed a crime.
  • misrepresent the amount of the clients debt; i.e. adding commissions etc.
  • indicate that papers being sent to the client are legal forms when they are not.
  • Indicate the client will be arrested if they do not pay your debt.
  • The collector will seize, garnish, attach, or sell your property or wages, unless the collection agency or creditor intends to do so, and it is legal to do so; or
  • use actions, such as a lawsuit, will be taken against you, when such action legally may not be taken, or when they do not intend to take such action.
  • give false credit information about the client to anyone, including an insure, assistance company or cost-containment company.
  • send the client anything that looks like an official document from a court or U.S. government agency when it is not; or use a false name.
  • use unfair practices; collect any amount greater than your debt.
  • use deception to make you accept collect calls or pay for telegrams.
  • take or threaten to take the clients property unless this can be done legally