fbpx

Transfer FAQs


Frequently
asked questions


  • 2.1. Will my contract benefits remain the same?
2.1. Will my contract benefits remain the same?

Yes, it will remain as per your existing contract. Prudential will continue to run the IAA contract and honour all existing obligations.

  • 2.2. How do I know that my benefits will still be paid after the transfer date?
2.2. How do I know that my benefits will still be paid after the transfer date?

Yes, it will remain as per your existing contract. Prudential will continue to run the IAA contract and honour all existing obligations.

  • 2.3. Will I still be allowed to use my existing membership card?
2.3. Will I still be allowed to use my existing membership card?

No, the list will be maintained as per your current contract.

  • 2.4. Will there be any change in the list of HSPs?
2.4. Will there be any change in the list of HSPs?

No, the list will be maintained as per your current contract.

  • 2.5. How will the transfer impact on my visits to IHK and IMC?
2.5. How will the transfer impact on my visits to IHK and IMC?

IHK and all IMCs will continue to serve you as per your current contract.

  • 2.6. Who will reimburse me for my claims?
2.6. Who will reimburse me for my claims?

All valid claims submitted within the contractual timelines will be honoured. If the service date of your claim is before the transfer date, IAA will settle the claim. If the service date is after the transfer date, Prudential will settle the claim.

  • 2.7. Who can I contact during this process to address my customer service issues?
2.7. Who can I contact during this process to address my customer service issues?

Our current customer service lines (+256752200448 & +256772200448) / iaatransfer@img.co.ug are available to assist you with any query relating to the transfer.

  • 2.8. Will this transfer affect any of benefits?
2.8. Will this transfer affect any of benefits?

No, it will not. You will continue enjoying your benefits as per current contract.

  • 2.9. Will this transfer adversely affect my claims experience at the next renewal?
2.9. Will this transfer adversely affect my claims experience at the next renewal?

No, it will not. Prudential will continue to serve you with the necessary skill and care. Prudential has never denied a valid claim and has a 100% track record for payment of all valid claims.

  • 2.10. Will business continue to operate as normal after the transfer date?
2.10. Will business continue to operate as normal after the transfer date?

Yes, Prudential continue to run the business as per IAA current terms and conditions.

  • 2.11. Will I be able to renew on similar terms as per my existing contract?
2.11. Will I be able to renew on similar terms as per my existing contract?

On every renewal date, a range of factors are considered; e.g. claims experience, inflation, improved benefits, changing customer needs, etc. These factors will also be considered when your policy is renewed by Prudential, and your new insurance contracts may not necessarily be the same as the previous insurance contract with IAA. This is standard industry practice.

  • 2.12. If I have a claim that relates to the period prior to the transfer date, can I submit it?
2.12. If I have a claim that relates to the period prior to the transfer date, can I submit it?

Yes, all valid claims submitted within the prescribed timelines will be honoured by either IAA or Prudential.

  • 2.13. Will the bank details of IAA change while my contract is in force?
2.13. Will the bank details of IAA change while my contract is in force?

No, IAA bank details will be maintained.

  • 2.14. Will the staff attending to my claims, post transfer, be familiar with policy and its benefits?
2.14. Will the staff attending to my claims, post transfer, be familiar with policy and its benefits?

Yes, Prudential staff will be familiar with your policy and benefits.

  • 2.15. Why did IAA decide to transfer its business?
2.15. Why did IAA decide to transfer its business?

The holding company has strategically decided to continue with primary healthcare as their core business and wish to exit the health insurance business, hence the transfer.

About Prudential

Prudential plc (‘’Prudential’’) is one of the world’s oldest and most secure life insurers in existence since 1848 focused on structural growth markets. The business helps individuals to de-risk their lives and deal with their biggest financial concerns through life and health insurance, and retirement and asset management solutions. Prudential has 20 million customers in USA, Asia and Africa and is listed on stock exchanges in London, Hong Kong, Singapore and New York. Prudential also has operations in Uganda, Zambia, Kenya, Nigeria, Ghana, Ivory Coast, Togo and Cameroon.

  • 2.16. Now that the business has been transferred from an HMO to an insurer, will I pay more on renewal?
2.16. Now that the business has been transferred from an HMO to an insurer, will I pay more on renewal?

A risk-based pricing methodology is in place which factors in the claims experience of the client; pricing will depend largely on the claims’ incidence, on an individual basis. Should you have a low claims incidence with IAA, this will be factored into the equation on renewal by Prudential.

  • 2.17. Will I lose any benefit because I will no longer be a member of an HMO?
2.17. Will I lose any benefit because I will no longer be a member of an HMO?

No, you will not. Prudential will maintain all benefits as per your current insurance contract.

  • 2.18. What will happen to the brokers agreements associated with IAA?
2.18. What will happen to the brokers agreements associated with IAA?

Subject to the broker being in good standing, the agreement with IAA will be cancelled and a new one, with Prudential will be issued.

  • 2.19. Will IMG and Prudential do business together in future?
2.19. Will IMG and Prudential do business together in future?

Both IMG and Prudential are two strong brands in Uganda – the aim of this transaction is to ensure that the clients of IAA benefit from an extended range of healthcare services offered by Prudential in future.

  • 2.20. Will the contact details and physical address of IAA change?
2.20. Will the contact details and physical address of IAA change?

In the short term the healthcare operation will physically continue to operate from the IHK building in Namuwongo. Should the physical address change, Prudential shall communicate this to all affected parties.

  • 2.21. Will the existing IAA policy contract be valid after the transfer date?
2.21. Will the existing IAA policy contract be valid after the transfer date?

Yes, the IAA policy will be valid until the expiry date indicated in your policy document.

  • 2.21. Will the existing IAA policy contract be valid after the transfer date?
2.21. Will the existing IAA policy contract be valid after the transfer date?

Yes, the IAA policy will be valid until the expiry date indicated in your policy document.

  • 2.22. Will you continue to market insurance under the IAA brand?
2.22. Will you continue to market insurance under the IAA brand?

As from the transfer date, IAA will no longer market health insurance business. All marketing for the health insurance business will be managed by Prudential.

  • 2.23. If there is any premium outstanding on my policy, who do I pay it to after the transfer date?
2.23. If there is any premium outstanding on my policy, who do I pay it to after the transfer date?

Premium payment should be made to IAA through the current bank details.

  • 2.24. Can I continue to use the IAA claim form after the transfer date?
2.24. Can I continue to use the IAA claim form after the transfer date?

Yes, this will continue after transfer date until the expiry of your current insurance contract. Note that your renewal will be discussed with Prudential after which you will be required to use the Prudential claim form.

  • 2.25. Will there be a period of co-branding of IAA with Prudential?
2.25. Will there be a period of co-branding of IAA with Prudential?

There will be no period of co-branding. IAA’s full rights and obligations will be transferred to Prudential on the transfer date.


IAA DarkBg

24/7 CUSTOMER HELPLINE

Call us now if you are in a medical emergency need, we will reply swiftly and provide you with medical aid.



+256 772200448
+256 750018888


Copyright @ 2020, IAA Healthcare Uganda.