Written by Mei Ling
Published 16 October 2026 | Last updated -
Who we are: Home Care Apps Team
Quick answer: When a family member is admitted to hospital in Malaysia, get care first. Then show the medical card and ID at the admission counter so the hospital can ask the insurer for a guarantee letter (cashless admission), and keep every bill and receipt. Facts checked October 2026.
Key points
- Care comes first. Never delay treatment to sort out insurance.
- Show the medical card and MyKad at admission.
- The hospital usually asks the insurer for the guarantee letter.
- Without one, you may pay first and claim later.
What should I do first when a family member is admitted to hospital?
Get care first and deal with insurance second. Great Eastern's guide says "your priority should always be getting medical attention" (Great Eastern), and for an emergency Prudential says to "seek help immediately at the nearest clinic or hospital" (Prudential Malaysia, September 2026). When your family member is stable, work through these steps:
- Find the medical card, policy number and MyKad (or passport). Keep them together.
- Show the card and ID at the admission counter. Ask staff to request a guarantee letter (cashless admission) from the insurer.
- If the hospital cannot check the cover, call the insurer or agent.
- For a company medical card, tell the employer's HR team too.
- Ask what you must pay at the counter, such as a deposit, deductible or co-insurance.
- Keep every bill, receipt, report and letter.
- Before discharge, check the final bill and the final guarantee letter.
Do I need to tell the insurer before my father is admitted to hospital?
At a panel hospital the hospital usually contacts the insurer for you, but for a planned admission it helps to ask early. AIA says its guarantee letter is handled by hospital admission staff, so "assistance from a Life Planner will not be necessary" (AIA). Allianz says that when a doctor confirms an admission, you sign the admission form at the counter during the same outpatient visit, so the hospital can request the letter before the admission day (Allianz).
Policies differ, so read yours. One Allianz policy wording asks for pre-authorisation at least 48 hours before a planned cashless admission, and for written notice of a claim within 30 days (Allianz MediCure policy wording, updated March 2025). The BNM MediAsas FAQ gives no claim deadline, so ask your insurer for yours (BNM FAQ, Section C).
What should I bring when a family member is admitted to hospital?
Bring identity, the medical card and any papers from the doctor. The insurer pages we read name these:
- MyKad or passport. Prudential lists MyKad, MyKid, birth certificate or passport.
- The medical card. Great Eastern asks for the card and NRIC at the admission counter.
- The policy number, if the insurer asks for it (Great Eastern lists it among claim documents).
- Any referral letter from a clinic or GP (also on Great Eastern's claim document list).
- Current medicines. Prudential suggests bringing your own medication, to avoid extra charges.
If the card is forgotten, Prudential says a Pre-Authorisation Letter can still be requested. For claim papers after discharge, see our documents needed to claim hospital insurance checklist.
Is an emergency admission different from a planned one?
Yes, mainly in timing: an emergency starts with care, and a planned admission lets you ask the insurer first.
| Situation | What the sources say | What to do |
|---|---|---|
| Emergency, panel hospital | AIA says the process is similar to a planned admission, but "the approval process will be prioritised" | Show card and ID. Ask the hospital to request the letter |
| Emergency, non-panel hospital | Prudential says you may stay and claim later, or pay and claim | Pay, keep itemised bills, then claim |
| Planned, panel hospital | AIA: request the letter and sign a Pre-Authorisation Form | Ask your insurer or the hospital early |
| Planned, non-panel hospital | You pay first and claim afterwards (AIA, Great Eastern) | Ask the insurer what to submit |
| MediAsas pilot, Preferred In-Network hospital | Initial guarantee letter, then admission; Teras co-payment is waived for emergency treatment (BNM FAQ, B4 and C11A) | Show the e-medical card at registration |
MediAsas is voluntary insurance and takaful from licensed insurers. As of October 2026 it is in a pilot in the Klang Valley, with a nationwide launch planned for January 2027 (Malay Mail, 9 October 2026).
What should I check before we leave the hospital?
Check the final bill and the final guarantee letter, because together they show what the insurer pays and what you pay. BNM's MediAsas FAQ says to "review your final hospital bill and final Guaranteed Letter carefully before discharge" (BNM FAQ, C11A). AIA says you must pay non-coverable items to the hospital before leaving, and advises asking for the itemised bill. Our guarantee letter guide explains why the letter can cover only part of the bill.
Also ask your insurer before discharge whether the policy pays for follow-up care or nursing at home, and for how many days. Home Care Apps arranges registered nurse home visits, and our free care assessment is a general guide to the care level and services to ask about. See the hospital discharge checklist.
What if the insurer does not issue a guarantee letter?
You can still be treated and claim later, but you pay the hospital first. The BNM FAQ says that if a letter is not issued, you may proceed with treatment and claim on a pay-and-claim basis, and "will need to pay the expenses upfront" (BNM FAQ, C16). Great Eastern says a declined request means the hospital advises you to pay and claim (Great Eastern).
- Ask the insurer why it declined, and ask your doctor about timing. Do not delay urgent care.
- Keep itemised bills, receipts and the medical report.
- Submit the claim promptly, and track it (Malay Mail on FEN tips, February 2026).
- If a claim is rejected, appeal to the insurer, then go to the Financial Markets Ombudsman Service (FMOS) or BNMLINK. See why claims get rejected.
What to do next
- Find the medical card, policy number and MyKad today. Keep them together.
- Ask your insurer which hospitals are on your panel, before any planned admission.
- Save your insurer's claims helpline in your phone.
- Keep every bill and receipt.
- If your doctor suggests nursing at home, send us an enquiry or try the care assessment.
FAQ
Who should I inform when a family member is admitted to hospital?
Tell the hospital admission counter first, because it requests the guarantee letter. Then contact the insurer or agent if the hospital cannot check the cover, and HR if it is a company card. Allianz points customers to the administrator number stated on the medical card.
Should I wait for the guarantee letter before taking my father to hospital?
No. For an emergency, get care at once, and sort out the paperwork afterwards. Great Eastern says getting medical attention is the priority.
Does a medical card mean the hospital bill is paid in full?
No. Great Eastern says the card "cannot be used as a guarantee for hospital deposit", and AIA says you pay non-coverable items. Deductibles and co-insurance can also apply.
What is a guarantee letter?
It is the insurer's letter to the hospital to pay the eligible part of the bill directly. It is not a promise to pay everything. Read what a guarantee letter is.
How we can help
Home Care Apps arranges registered nurse home visits across Peninsular Malaysia, subject to nurse availability in your area. We are not a panel provider of any insurer or takaful operator and do not offer cashless billing, so ask your insurer whether a home visit can be claimed back. Send an enquiry or try the free care assessment.
Sources
- Bank Negara Malaysia, MediAsas Frequently Asked Questions, Version 1: Pilot Programme, 29 July 2026. PDF. Items B4, C11, C14 to C16 and C22.
- Bank Negara Malaysia, Medical and Health Insurance/Takaful (MediAsas). bnm.gov.my/mhit, page read 16 October 2026 (no newer FAQ found).
- AIA Malaysia, "FAQs: Claims & Guarantee Letters". Link, undated page (copyright 2026), read 16 October 2026.
- Great Eastern Life Malaysia, "Health Care Card and Guarantee Letter (GL)". Link, undated page (copyright 2026), read 16 October 2026.
- Great Eastern Life Malaysia, "How to make a medical claim in Malaysia: A step-by-step guide". Link, undated page (copyright 2026), read 16 October 2026.
- Allianz Malaysia, "Life Claims FAQ". Link, undated page (copyright 2026), read 16 October 2026.
- Allianz General Insurance Company (Malaysia) Berhad, Allianz MediCure Policy, updated March 2025 (form code AZ03/25; clauses 2.2 and 4.6). PDF. One example only; other policies differ.
- Prudential Malaysia, "Medical Card Services FAQs", page metadata date 23 September 2026. Link.
- Malay Mail, "First time making insurance claims for your hospital stay? Here are some tips", 15 February 2026 (tips from the Financial Education Network's MHIT Made Simple guide). Link.
- Malay Mail, "Anwar: Voluntary medical insurance MediAsas to kick off in 2027, EPF Akaun Sejahtera can pay premiums", 9 October 2026. Link.
Note
This is general information, not medical, financial or legal advice, and Home Care Apps is a home nursing provider, not an insurer, takaful operator or insurance agent.