Common Questions
- What are the guidelines for refund requests?
- How do i request for a refund?
- How can I have a policy number?
- How can I update my detail?
- How can I retrieve my policy number?
- I lost my ID card. Can I have another one?
- The code I got from NHA is saying invalid
- I need to see a specialist?
- There was a problem authenticating the policy number?
- Why is their ID Cards not ready?
- Why can't I authenticate an enrollee on the portal?
- Why are some drugs are not on their tariff?
- I paid out-of-pocket how do I get a refund?
- How long does it take to get my refund?
- How can I know see your list of Hospital in my location?
- Can I choose more that one hospital for myself?
- How many Hospital can I Choose for my family?
What are the guidelines for refund requests?
It is imperative that the following criteria is met for a refund request:
I. If it is an emergency and NOVO HEALTH AFRICA is notified within 72 hours via our helpline on 01-460 1990 or 0708 060 9400 via your Account Officer. Kindly note that an emergency is a life-threatening situation that requires immediate action and if not attended within a reasonable timeframe may lead to death or disability.
II. It is a secondary care referral that has been approved by Novo Health Africa, and
III. In cases of non-availability of prescribed medication within our provider network, and your request has been routed through the Enhanced Enrollee Experience Centre via 01-4601990 or via email on enhancedenrolleeexperience@novohealthafrica.org confirming the unavailability of the medication with our partnering pharmacies.
How do i request for a refund?
Kindly click on the link below to access the Novo Enrollee portal to submit your refund request. CLICK HERE
You may also contact your Account Officer / Manager directly or HR to request for a refund request form.
Kindly note that the refund request form must be correctly filled with all valid documents attached (i.e. Receipts and Medical report).
How can I have a policy number?
Send a request to info@novohealthafrica.org and a registration link will be sent to you.
How can I update my detail?
visit www.enrollee.novohubonline.com/insert your policy number and proceed.
How can I retrieve my policy number?
visit http://www.enrollee.novohubonline.com/ and click on 'forgot your policy number' and type in the email you registered with. Your policy number will be sent to the email address.
The code I got from NHA is saying invalid?
Go to 'request authorization code' to confirm you are using the right digits of code.
I need to see a specialist?
Please visit your primary provider. If the need arises, a referal letter and authorization code will be issued to you.
There was a problem authenticating the policy number?
The enrollee has been expunged. Put a call across to Novo Health for a final confirmation.
Why is their ID Cards not ready?
Never conclude yet. Send a mail to callcenter@novohealthafrica.org to verify the status of your ID card.
Why can't I authenticate an enrollee on the portal?
The enrollee as either been expunged or the enrollees plan is lower and cannot access in your facility. Kindly call our Call Centre to for a final confirmation.
Why are some drugs are not on their tariff?
It is because it was not in the initial agreed tarrif. Send a mail to provider@novohealthafrica.org to have it added.
I paid out-of-pocket how do I get a refund?
please send mail to info@novohealthafrica.org. Information required for your refund to be processed will be sent to you.
How long does it take to get my refund?
It takes 14 working days from when we received the complete documentation requested.
How can I know see your list of Hospital in my location?
please request to provider@novohealthafrica.org indicating your location & health plan. You will receive a list of Hospital in that location.
Can I choose more that one hospital for myself?
No. However, you may decide to change your Hospital.