FAQs


Frequently
asked questions


  • How do I become a member of IAA?
  • Who is eligible for IAA Medical cover?
  • What do I do when my Card lost?
  • What do I do when my Card is not working?
  • What is referral? And how do I access a referral?
  • What is a reimbursement? When/ How does it apply?
  • Can someone else use my Medical Card?
  • What do I do under an Emergency situation?
  • What are Generic Drugs? Do they work? Does IAA give only generic drugs?
  • How do I access specialist services on IAA? Do I need a referral?
  • What do I do when my limit is exhausted on the card?
  • What are affiliate Health Service providers?
  • Can I move my inpatient limits to Outpatient or other benefits?
  • Who do I call in case of further inquiries about the medical scheme or service experience?
  • Contact for all Medical related inquiries
How do I become a member of IAA?

Contact your HR to fill an IAA form with an attached passport photo for each eligible family member to IAA enrollment officer.

Who is eligible for IAA Medical cover?

Who is eligible for IAA Medical cover? An active Employee, spouse (65yr & below), and dependent (23yrs & below) of a registered IAA member company working in Uganda or Southern Sudan. (Unless otherwise stipulated in the contract)

What do I do when my Card lost?

Contact IAA office, Yusuf Lule, Plot 37, with fee of 25,000 for replacement within 48hours

What do I do when my Card is not working?

Service provider calls SMART applications hotline on 0703 251 525 to diagnose problem and SMART will refer to IAA where approval or clarification needs to be sought.

Client may call IAA helpline on 0750 018 888/0705 200 488 if not satisfied with response from Provider. We encourage clients not to leave point of service before calling helpline if not satisfied.

What is referral? And how do I access a referral?

Referral is when a doctor advises to move a patient for treatment to another facility, for either better management, medical psychological, financial or at request of patient/family. Purely endorsed with consent of the managing doctor.  Referring Doctor will write a referral and/or contact IAA Care Team 0750 018 888/0772 200 448 where needed.

What is a reimbursement? When/ How does it apply?

Reimbursement is when a patient buys a legible IAA medical service at their cost for service not available at service points which becomes an eligible claim.

An eligible claim is submitted to IAA claims department (at IDC, Yusuf Lule road) for payment on presenting original receipts & prescription notes. Payment transfer is then made within 2 weeks of claims submission through EFT or mobile money.

Can someone else use my Medical Card?

NO – this is termed as FRAUD and will lead to permanent termination of client from the medical scheme and/or pay all related bills.

What do I do under an Emergency situation?

Emergency is a critical life threatening condition. Call 0772/0712 200400 for an Ambulance or book patient into the nearest health Centre (regardless affiliation to IAA) to save life but inform IAA on 0750 018 888/0772 200 448 within 48hours.

Under emergency situations service providers on panel were mandated by IAA manage patient out of danger and call IAA for approval upon stabilizing.

What are Generic Drugs? Do they work? Does IAA give only generic drugs?

Generic drugs are original or standard formulation of all branded drugs that have exactly the same dosage, intended use, routine of administration, risks, safety, and strength as the original drug.

Generic drugs work and are recommended by WHO, supplied by the National Drug Authority of Uganda to all pharmacies and national medical facilities.

IAA prescribes both generic and branded using evidence-based practice & fit-for-purpose prescription policies.

How do I access specialist services on IAA? Do I need a referral?

Call 0312-200 690 to book an appointment with a specialist at IHK, for affiliate hospitals see contacts on your HSP list given to HR.

With exception of clients on Platinum medical scheme, referrals may be necessary in some centers, call/whatsapp 0750 018 888 if you need more clarification.

What do I do when my limit is exhausted on the card?

Talk to your HR, he or she will advise IAA on way forward or pay cash.

What are affiliate Health Service providers?

These are Hospital/clinics that are outside our IAA network IHK hospital & 17 IMCs countrywide.. See list here

Can I move my inpatient limits to Outpatient or other benefits?

NO – Each benefit is a stand-alone for tenure. It cannot be switched.

Who do I call in case of further inquiries about the medical scheme or service experience?

Customer care help line0752 200 448/0705 200 488 or Your Account Manager.

Email: iaa@img.co.ug

Contact for all Medical related inquiries

24-hour helplines – 0750 018 888/ 0772 200 448

Email: iaa-preauthorization@img.co.ug


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