A useful medical assistance referral makes the next action clear: who is asking, what help is needed, where the case stands and who can authorise the next step. This checklist is a suggested handover format for insurers, TPAs and assistance companies coordinating care in the UAE.
It is not an EGS mandatory document list or an insurer's approval form. Agree the required information and the appropriate transfer channel with the receiving team for the individual case.
1. Start with the case reference and requested action
Include your organisation, a case reference, the responsible coordinator and a return contact. State the action requested in one sentence, such as arranging a provider appointment, checking a direct-billing option or following up an existing authorisation.
Separate the clinical urgency reported by the treating team from an administrative deadline. Identify the time zone for any appointment or update time so both desks work from the same information.
2. Confirm the member and policy information through the agreed channel
Provide the identifiers the receiving team needs to match the correct member and policy. Confirm which insurer or administrator is responsible and whether eligibility has already been checked. Distinguish a confirmed decision from information still awaiting review.
Keep personal and medical information out of public comments, analytics fields and general partnership enquiries. Ask the case team how to transfer supporting documents, and share only what is needed for the task through the agreed channel.
3. Make the location and provider contact usable
- The city and current care setting.
- The hospital or clinic, if already selected.
- The treating provider's contact and billing or insurance-desk contact, where available.
- The appointment or proposed admission date and local time.
- Any language or communication requirement relevant to coordination.
If a provider has not been selected, say so. A request to find an appropriate option is different from a request to issue payment confirmation to a named hospital.
4. Organise the provider's treatment information
For authorisation, the insurer may need a medical report, proposed treatment, intended date and estimated cost in a stated currency. Allianz's published provider process gives examples of these requirements, including relevant diagnostic and procedure codes. The applicable insurer's own instructions determine what is required.
Identify the source and date of the latest report and estimate. Label provisional information clearly. A coordinator should not turn an incomplete clinical note into a confirmed diagnosis or invent missing treatment details.
5. Record the financial and approval position
- Whether authorisation is requested, pending or already issued.
- The approval reference and validity, if available.
- The authorised scope and amount, where specified.
- Any known patient contribution or unresolved coverage question.
- Whether direct billing has been agreed with the provider.
- The person or team authorised to approve changes.
A cost estimate, an insurance card and a guarantee of payment do different jobs. Read our guide to GOP meaning in insurance before treating one document as a substitute for another.
6. Close the handover with ownership and the next update
Name the sending and receiving coordinators, the next action, any missing information and the agreed update point. If a decision depends on the insurer, say who has been asked and what remains pending. A clear handover avoids two teams assuming the other has already completed an approval or contacted the hospital.
A short referral structure to adapt
Case reference and sending organisation
Requested action and case location
Provider contact and proposed service date
Eligibility and authorisation status
Supporting information available through the agreed channel
Open questions, responsible decision-maker and next update
Use placeholders when circulating an example internally. Add real case information only within the approved operational workflow.
Discuss coordination with EGS
For an overview of support, see medical care coordination and GOP and direct billing. Insurers and TPAs can use the partnership enquiry page to discuss working arrangements. The general enquiry form is for business introductions, not uploading patient records.
Source and scope
Reviewed on 23 October 2026. The handover structure above is an editorial suggestion. For an example of insurer-specific treatment information requirements, see Allianz Care's medical provider pre-authorisation process. Follow the relevant insurer's instructions and agreed case-handling procedures.