Service Charter

Our commitment to delivering exceptional international health plan services to members worldwide. This charter sets out the standards you can expect from Globily at every stage of your membership.

Effective: January 2026·Version 1.0

Our Promise to You

Globily is committed to providing world-class international health plan services to expatriates, globally mobile individuals, and international organisations. We pledge to treat every member with respect, transparency, and urgency — because your health and peace of mind are our highest priority.

This Service Charter is our formal commitment to you. It defines the service standards we hold ourselves to, the rights you have as a member, and the steps we will take when we fall short of these standards.

Service Standards

Availability

Our member services team is available 24 hours a day, 7 days a week, 365 days a year — including public holidays — by phone, email, and WhatsApp.

Response Times

Phone calls answered within 3 minutes. Emails and written enquiries responded to within 1 business day. Urgent medical pre-authorisation requests handled within 4 hours.

Claims Processing

Straightforward claims assessed and decided within 5 business days of receiving all required documentation. Complex claims within 10 business days.

Global Network

Access to our worldwide network of hospitals and clinics with direct billing wherever available, so you never have to pay out of pocket at a network provider.

Pre-authorisation

Emergency pre-authorisation decisions within 2 hours. Planned treatment pre-authorisation within 2 business days. We will always contact you if we need more information.

Dedicated Support

Every member is assigned a dedicated case manager for ongoing claims or complex medical situations, providing a single point of contact throughout your care journey.

Your Rights as a Member

Clear and transparent information

You have the right to receive clear, accurate, and complete information about your plan benefits, exclusions, premiums, and any changes to your policy — in plain language, without jargon.

Fair and prompt claims decisions

Every claim will be assessed fairly against your policy terms. If a claim is declined, you will receive a written explanation citing the specific policy clause, and information on how to appeal.

Confidentiality and data protection

Your personal and medical information is held in strict confidence and processed in accordance with applicable data protection laws. We will never share your data with third parties without your consent, except as required by law.

Right to appeal

If you disagree with any decision we make — including a claims decision, a pre-authorisation refusal, or a policy change — you have the right to a formal appeal reviewed by a senior member of our team.

Continuity of cover

We will give you at least 30 days written notice of any material change to your plan terms or premiums at renewal, giving you time to review your options.

Access to your records

You may request a copy of all information we hold about you at any time. We will respond to such requests within 30 days at no charge.

Our Responsibilities

We will process all applications within 2 business days and issue your policy documents by email within 24 hours of approval.

We will maintain a network of quality-assured hospitals and clinics in every region where our members live and travel.

We will proactively contact you if we identify any issue with your claim or policy that requires your attention.

We will train our staff to the highest professional standards and ensure they have the knowledge to assist you effectively.

We will continuously review and improve our services based on member feedback.

We will publish our service performance data annually so you can hold us accountable to the standards in this charter.

Complaints & Escalation

We take all complaints seriously. If you are dissatisfied with any aspect of our service, please follow the process below. We aim to resolve all complaints fairly and promptly.

Step 1 — Contact Member Services

Raise your concern directly with our Member Services team by phone, email, or WhatsApp. Most issues are resolved at this stage within 1 business day.

Step 2 — Formal Written Complaint

If your concern is not resolved to your satisfaction, submit a formal written complaint to complaints@globily.com. We will acknowledge receipt within 24 hours and provide a full written response within 5 business days.

Step 3 — Senior Review

If you remain dissatisfied after our formal response, you may request a senior management review. This will be completed within 10 business days and constitutes our final internal position.

Step 4 — External Resolution

If you are still not satisfied after exhausting our internal process, you may refer your complaint to the relevant regulatory authority or an independent dispute resolution body in your jurisdiction.