With the ongoing situation in the Middle East & Eastern Med, we’re operating as normal. We remind our members that they have access to safety and security advice or help via Solace Secure. More information available here.
We are aware that the current situation across parts of the Middle East is concerning, particularly for members living in the UAE and neighbouring regions. We also recognise that events such as these are worrying for people around the world, as global developments continue to unfold.
The health, safety, and well-being of our clients, members, and colleagues remain our highest priority. To that end, we have implemented robust safety measures to protect our teams while ensuring uninterrupted and seamless service delivery. Please rest assured that we remain fully operational and committed to providing exceptional care and assistance to members during this challenging time.
This is an evolving situation, and members are asked to refer to the British FCDO (Foreign Commonwealth & Development Office) website for the latest developments in the region in which they are based.
The FCDO service as a key reference as it is regularly updated and provides comprehensive, reliable information on global events and risks. It is widely recognised as a trusted source of guidance. The information provided below details when you are directed to review the advice of the FCDO to assess your eligibility for cover.
For healthcare costs, our plans insured by the Dubai Insurance Company cover medical treatment that directly or indirectly arises from war and terrorism and similar risks, if the member is an innocent bystander. Please check your plan agreement for the wording of the exclusion.
Your plan agreement defines this as:
Someone who is not involved with, participating in or reporting on war, acts of foreign enemy hostilities (whether or not war is declared), civil war, rebellion, revolution, insurrection or military or usurped power, mutiny, riot, strike, martial law or state of siege, or attempted overthrow of government, or any acts of terrorism, or actively participating in operations countering any such activities.
Simply put, an innocent bystander is someone who is not involved in, participating in, or supporting any kind of war, conflict, civil unrest, terrorism, or related military or anti-terrorism activities.
There are no sub-limits or financial limitations that are applicable only to claims related to war/terror. The coverage is subject to the limits of your plan.
Please be aware that there are other exclusions on your plan you should be aware of, in particular we draw your attention to:
You are not covered for investigations or treatment related to any medical conditions arising directly or indirectly from chemical contamination, radioactivity or any nuclear material whatsoever, including the combustion of nuclear fuel.
You are not covered for treatment arising from or related to injuries sustained while you are engaged in a criminal, illegal or unlawful act.
If the British Foreign, Development & Common Wealth Office advises its citizens to leave or not to travel to a particular country and you choose not to follow that advice, the exclusion above will not apply, and you will continue to be covered under your plan as long as you are an innocent bystander.
If you have the Gold plan, your accidental death benefit excludes accidental death that directly or indirectly arises from war and terrorism and similar risks, even if the member is an innocent bystander.
Evacuations by air may be difficult.
That will also likely be true for most other types of evacuations.
We’ll continue to provide cover according to the terms of our policies, but it may not be possible to organise medical evacuations for members in region.
No, these types of evacuation or repatriation are outside the coverage of a health insurance plan.
Yes, we’re operating as normal and this includes the purchase of new policies.
Nextcare’s operations remain fully stable, uninterrupted, and committed to servicing customers without compromise. All standard processes and service timelines remain fully active, and Nextcare is maintaining business as usual operations with dedication and care.
The majority of Nextcare staff, previously based in at-risk areas, have been relocated to a relatively safer place and some are working from home. To ensure capacity, the workload is being distributed on a case-by-case basis.
The situation is reviewed daily with Local and Regional Management. Nextcare has taken steps to plan for every eventuality to ensure its employees are safe and it is able to provide its usual high levels of service to our members.
For protection, our plans insured by the Dubai Insurance Company exclude claims that arise from active or passive war risk.
There are two exclusions that apply to all protection plans:
Additionally, the optional accident insurance also excludes death or disablement directly or indirectly arising out of or contributed to by these causes anywhere in the world. This exclusion will apply irrespective of whether you are an active participant in any of the above activities or merely an innocent bystander.
Yes, for protection cover the second exclusion in the above applies when the British government has advised its citizens to leave, or has advised against all travel to, or has advised against all but essential travel. This condition applies regardless of the insured person’s nationality.
This exclusion only applies if the British government recommends their citizens to leave. If this advice is issued, members have normally 28 days to leave the country that they are in.
You are able to check the current FCDO guidance at Foreign Travel Advice – GOV.UK.
For plans taken on an individual basis there are no provisions, limits, or a maximum payable per event.
For cover taken by corporate groups there is a catastrophe limit. This clause limits the maximum total benefit we will pay to that group as a result of a single event to US$6,000,000 or AED22,035,000.
No, these types of evacuation or repatriation are outside the coverage of a protection insurance plan.
In particular we you need to consider that your plan does not cover:
In situations like this, timely and reliable information is essential.
That’s why we’re now offering complimentary access to Solace Secure to all our members.
This type of evolving global situation is exactly what Solace Secure is designed to support. The service provides an additional layer of reassurance by helping you stay informed and prepared through:
If circumstances change or a situation escalates, Solace Secure also includes a Call for Assistance feature. This allows you to connect with a Solace expert, available 24 hours a day, 7 days a week, for real-time advice and support.
Click here to register for this service at no extra cost.
Once you’ve completed the form, you’ll be set up with access to Solace Secure and you’ll receive information on how download and sign in to the app.
Please also remember that Lumi, powered by Nextcare, remains available to support your everyday healthcare needs.
Lumi provides:
Access to trusted healthcare professionals
Virtual telehealth service with 24/7 access to healthcare
Seamless access to trusted medical guidance and answers to non-emergency medical questions with Dr.Chat
Day-to-day health and wellbeing support
Tools and tailored insights to help you manage your health
If you need medical advice or support, Lumi continues to be available. Find out more about Lumi by Nextcare.
Our priority is to ensure continuity of service and clear communication.
We are monitoring developments closely and will continue to keep members informed as the situation evolves and further information becomes available.
Our William Russell teams based in Dubai remain fully operational. If you have questions or need support, please contact our team who will be on hand to assist you.
Call: +971 4 252 2010 Email: [email protected]
