Overview of claim submission
Submitting claims through the Doctor Anywhere app is quick and easy. Our smart OCR (Optical Character Recognition) technology automatically extracts information from your receipts and documents, making the process faster and more accurate. You can submit claims for outpatient, inpatient, and flex expenses.
Key features:
- Smart OCR automatically reads receipts and documents
- Real-time claim status tracking
- Submit claims for yourself or dependents
Before you start: what you'll need
Required documents:
- Receipt or invoice (photo or PDF)
- For inpatient claims: Discharge summary and final bill
- For flex claims: Receipt showing expense details
Step-by-step: submitting a standard claim
Step 1: Open the app and select claim type
- Open the Doctor Anywhere app
- Navigate to "Coverage" or "Submit Claim"
- Choose who the claim is for (if you have dependants registered)
- Yourself (primary member)
- Dependent (spouse, child)
- If you have both (health and flex plan), select the right category. Also if this claim is related to a hospital admission, day surgery, or maternity - make sure you select the correct option (This option is available only if you have inpatient plan)
- Select the type of claim you want to submit:
- General Practitioner
- Specialist
- Singapore Government Polyclinics
- Dental
- Traditional Chinese Medicine & Physiotherapy
- Accident & Emergency
Step 2: Upload documents with OCR
- You'll see options to upload documents:
- Take a photo - Use your phone camera to capture the receipt
- Upload from gallery - Select an existing photo
- Upload PDF - If you have a digital document
- Take or select a clear photo of your receipt/invoice
- The OCR technology will automatically:
- Extract provider name
- Extract date of service
- Extract amount
- Extract other relevant details
- Review the auto-filled information
- Make any necessary corrections
Step 3: Enter OTP and submit
- Enter the OTP sent to your email to submit a claim
Using OCR technology
How OCR works:
- Automatically reads text from photos and PDFs
- Extracts key information (dates, amounts, provider names)
- Reduces manual data entry
- Improves accuracy and speed
Tips for best OCR results:
- Take clear photos:
- Ensure good lighting
- Avoid shadows and glare
- Keep the receipt flat
- Fill the frame with the document
- Check extracted data:
- Always review what OCR extracted
- Correct any errors manually
- Verify amounts match your receipt
- If OCR doesn't work:
- You can still enter information manually
- Try retaking the photo with better lighting
- Ensure the document is in focus
Claim processing timeline
Panel clinic claims:
- Processed automatically
- Usually completed within 24 hours
- No action required from you
Non-panel claims (submitted via app):
- Reviewed by claims team
- Processed within 2-3 business days
- You'll receive notification when processed
Inpatient claims:
- May require additional review
- Processed within 3-5 business days
- Complex cases may take longer
Flex claims:
- Reviewed based on your flex plan rules
- Processed within 2-3 business days
- Must meet eligible expense criteria
Tracking your claims
View claim status:
- Open Doctor Anywhere app
- Go to "Claims" section (under the "Coverage")
- View all submitted claims
- See status for each claim:
- Submitted - Claim received, pending review
- Processing - Being reviewed
- Approved - Claim approved, reimbursement processed
- Rejected - Claim not approved (with reason)
- Pending Information - Additional details needed
Common claim submission questions
Q: Do I need to submit claims for panel clinics?
A: No! Panel clinic visits are automatically processed. You only need to submit claims for non-panel clinics or when paying upfront.
Q: What if I make a mistake in my claim?
A: You can still edit a claim. Note, that this feature is available if the claim hasn't been processed yet.
Q: How do I know if my receipt is clear enough for OCR?
A: The app will show you a preview. If text is blurry or unclear, try retaking the photo. You can always enter information manually if OCR doesn't work.
Q: Can I submit multiple claims at once?
A: You need to submit each claim separately. However, you can submit multiple claims in one session by completing one and starting another.
Q: What if I don't have a receipt?
A: Receipts are required for reimbursement claims. If you've lost a receipt, contact the provider to request a duplicate. For panel clinics, receipts aren't needed as claims are automatic.
Q: Can I submit claims for dependents?
A: Yes! When selecting the beneficiary, choose the dependent from your list. Make sure the dependent is added to your account by HR first.
Q: What happens if my claim is rejected?
A: You'll receive a notification with the reason for rejection. Common reasons include:
- Missing or unclear documents
- Expense not covered under your plan
- Amount exceeds limits
- Duplicate claim
You can resubmit with corrected information if applicable.
Q: How long do I have to submit a claim?
A: Submit claims as soon as possible after receiving the service. While there's typically a reasonable window, submitting promptly ensures faster processing.
Q: Can I track my claim status in real-time?
A: Yes! Check the "Claims" section in the app to see real-time status updates.
Q: What if OCR extracts wrong information?
A: You can manually correct any information that OCR extracted incorrectly. Always review and verify before submitting.