How to be reimbursed

Everything I need to know

How do I obtain reimbursement by bank transfer?

To obtain reimbursement of my healthcare costs, I must send the original documents and proof of payment. I have two years from the date of payment of an invoice to submit my claim for reimbursement.

I must provide the following documents and information to the CNS.

1. Original invoice

I must send the original invoices and bills by post to the CNS.

Invoices and statements of fees must show the 13-digit identification number of the person who received the treatment (mine or my family member's).

If I want to keep copies for my own use, I should make the copies before submitting my claim to the CNS.

2. Proof of payment

I must pay in advance and provide the CNS with proof of payment.

What counts as proof of payment?

The following will be accepted as proof of payment:

  • The words 'duly cleared on' followed by the healthcare provider's signature and the date of payment.
  • My bank's stamp or signature with the words 'paid', 'for receipt', 'transfer carried out', etc.
  • The printed bank debit advice note (Luxembourg) bearing the reference number shown on the doctor's invoice, provided that it clearly identifies the issuer of the payment, the beneficiary of the payment and the financial institution that executed the transaction.

If the document provided does not clearly identify these elements, the CNS may request additional documentation.

What documents do I need to provide if my bank is a foreign bank?

If my bank is a foreign bank, I must provide a document (e.g. bank statement, debit advice, etc.) clearly stating that:

  • that the payment has been made and the amount debited from my account,
  • the date of payment,
  • the reference number from the doctor's invoice,
  • the identity of the payment recipient and that of the financial institution that executed the transaction.

Please note that screenshots will not be accepted.

If the document provided does not clearly identify these elements, the CNS may request additional documentation.

I paid via internet banking. What documents do I need to provide?

I need to print out the debit statement. It's not enough to provide a simple payment order.

The debit statement is generally available the day following the payment order.

Why can't some bank statements be accepted as proof of payment?

In order for the CNS to process a reimbursement, the proof of payment must allow verification that the amount has been paid to the relevant service provider and by the person who made the payment.

Certain documents, such as monthly bank statements or simplified statements, do not contain all the necessary information (e.g. the identity of the payment recipient or the bank that executed the transaction). In such cases, the CNS may request additional documentation in order to finalise the processing of the file.

3. Indication of bank account

For my first claim or if I change my bank account, I will communicate my bank details to the CNS using the online procedure 'Request for a change of bank/postal account with a health insurance fund', with or without LuxTrust authentication.

I open the online procedure on MyGuichet.lu

Each time I receive a reimbursement statement, I can check that my bank details are up to date.

Once provided, my bank account will be registered by CNS. I should avoid providing this information with each refund request, as each new communication of the same details will result in an additional check and may delay my refund.

How can I get an instant refund at an agency?

To receive an immediate reimbursement by cheque or direct bank transfer, I must visit a CNS agency and meet two conditions:

  • The total amount of medical expenses must be at least €100 per household.
  • My bills or invoices must have been paid less than 15 calendar days before I present them at the branch.

In view of the large number of insureds visiting our agencies, we currently accept reimbursements by instant bank transfer or by cheque if you have made the appointment, by any available means, within 14 days of the date of payment of invoice. I click here to go to the ‘CNS Agency Appointment Booking - How it works’ page.

Are there any services that cannot be reimbursed at an agency?

The following services cannot be reimbursed in an agency:

  • All services abroad, with the exception of funeral expenses and monthly/semi-annual lump sums for medical food products and nappies

How do I cash a cheque?

The cheque issued by the CNS is nominative: it is made out in the name of the person who visited the CNS agency and only that person is authorised to cash it.

Cheques issued by the CNS must be cashed by the person who visited the agency at a post office in Luxembourg within 30 days of issue.

Please note! After 30 days, the cheque can no longer be cashed. The expiry date is indicated on the cheque.

What is an instant transfer?

Instead of receiving a cheque, I can receive an instant transfer to my bank account. This is an advantageous solution because:

  • It's fast (a few seconds) and secure;
  • No waiting or travelling to cash a cheque;
  • It's a sustainable, environmentally friendly alternative.

Good to know: instant transfers can be made to all European banks that are ready for SEPA-ICT.    

I have a doubt? I ask my bank if they are ready for SEPA-ICT!

I can't come to the agency, can I appoint someone to come to the agency for me?

If I am unable to travel, I can authorise a person of my choice to go to a CNS agency with my invoices. I will fill out a power of attorney form using the standard template provided by the CNS.

The trusted person will come to the agency with the duly completed authorisation and a copy of their identity card and mine.

For an immediate transfer, this will be made to the trusted person's account.

Similarly, for a refund by cheque, the cheque will be made out to him or her.

I can access the standard power of attorney form here

Request for reimbursement of expenses advanced for a third party (other than my co-insureds)

If I have covered expenses on behalf of someone who is not one of my co-insureds, I can request reimbursement to my own account by using one of the following two forms:

  • Form A: For requesting reimbursement to my account for invoices I have paid on behalf of another person over a specified period.
  • Form B: For requesting reimbursement to my account for specific bills paid on behalf of another person. I need to include the relevant invoices with my request.

There is a third form for cancelling a previous declaration:

  • Form C: To cancel a previous declaration.

How do I obtain the forms?

How do I send the forms?

  • Forms A and C: I can send them by email to formulairesautres.cns@secu.lu if no invoice is attached, or by post to the CNS if invoices are included: CNS - L-2980 Luxembourg.
  • Form B: I must send it with the invoices by post to the following address CNS - L-2980 Luxembourg.

Exact titles of forms

Formulaire A – Demande de remboursement Autre bénéficiaire pour une période déterminée

Formulaire B – Demande de remboursement Autre bénéficiaire pour les factures / mémoires d’honoraires joints

Formulaire C – Désactivation d’une demande de remboursement Autre bénéficiaire enregistrée dans la base de données de la CNS

I have paid for treatment abroad. What should I do?

I should check the following points before sending my claim to the CNS.

If I don't follow these instructions, my claim will be more complicated to process and it will take longer to get my money back!

  1. The 13-digit national identification number of the person who received the treatment must appear on each document.
    Example: If I have two invoices for my child, his or her number must appear on each document.

  2. I must send the original invoice.
    A simple copy is not accepted as an original, but I should keep copies for myself.

  3. As these are medical expenses incurred abroad, I must add a note specifying:

    • What treatment was given.
    • Why I received this treatment abroad.

  4. I must enclose any prescriptions, medical reports or other useful documents directly to my claim.

  5. As proof of payment, I must provide :

    • Either the original invoice stamped, signed and dated by the provider.
    • Or a debit advice note stating ‘paid’, ‘transfer carried out’, etc.

Important: Screenshots of debit advices are not accepted!

Why can it sometimes take a while to get reimbursed for medical expenses incurred during a stay/treatment abroad?

Reimbursement according to Luxembourg rates

In cases where reimbursement is based on Luxembourg rates, it is generally processed within approximately 6 to 8 weeks.

Reimbursement according to Luxembourg rates is made:

  • when reimbursement according to Luxembourg rates and tariffs applies, for example for scheduled medical treatment abroad that does not require prior authorisation from the CNS (such as simple consultations or routine outpatient care), on condition that this treatment was provided in a country of the European Union, the European Economic Area or Switzerland;
  • at the express written request of the insured person, particularly in situations where reimbursement according to Luxembourg rates is not automatically applicable.
    This is the case, for example, for scheduled treatment authorised by means of an S2 form (e.g. a hospital stay), which is normally reimbursed according to the rates of the country of treatment.
    If the insured person has nevertheless advanced the costs and wishes to avoid a delay associated with requesting tariff information from the foreign health insurance fund, they may request reimbursement according to Luxembourg rates when submitting their claim, although this option may be financially less advantageous.

Important: It is not possible to travel to any country to receive scheduled treatment (not requiring prior authorisation) and then claim reimbursement based on Luxembourg rates.

This type of reimbursement is only possible for scheduled treatment carried out in the European Union, the European Economic Area or Switzerland.

Reimbursement according to the rates of the country of stay/treatment abroad

In other situations, however, the processing time may be considerably longer. This is particularly the case when costs had to be paid in advance:

  • for medically necessary treatment during a stay abroad, or
  • for treatment that had been authorised in advance by the CNS via an S2 form,
    and the reimbursement was not requested directly from the health insurance fund in the country of stay, but from the CNS upon return.

In such cases, the CNS must generally first contact the responsible foreign health insurance fund in order to obtain the rates applicable in the country of stay and determine the amount of the reimbursement.

This procedure may be advantageous for the insured person in some cases, but not necessarily in all. As the CNS cannot determine in advance which option will be the most favourable in terms of the amount covered, it makes this request in the interests of the insured persons, in order to guarantee the most appropriate reimbursement possible.

As it may take some time for foreign health insurance funds to respond, this procedure may result in additional delays in processing the reimbursement.

Important: these terms and conditions do not apply to all countries. The countries concerned, the applicable procedures and the reimbursement options are explained in detail on our website. We therefore recommend that you check it beforehand.

When do we talk about “medically necessary”/emergency situations – and why not in other cases?

The term ‘medically necessary’ refers to medical treatment that becomes suddenly necessary during a temporary stay abroad and cannot be postponed until the patient's return to Luxembourg without aggravating their condition.

In summary: when waiting is not an option, the treatment is considered medically necessary.

Typical examples:

  • sudden illness,
  • accident,
  • acute pain or symptoms that must be treated immediately.

These treatments do not require prior authorisation from the CNS.

The following treatments are not considered ‘medically necessary’:

  • those that were already planned before the trip,
  • or those that could have waited until the patient's return to Luxembourg.

In these cases, prior authorisation from the CNS may be required.

Please note: Certain types of treatment, even if they are not considered ‘medically necessary’, may nevertheless be covered without prior authorisation, in particular simple medical consultations or routine outpatient treatment.

Important: Decisions are always made on a case-by-case basis.

Detailed information and specific examples are available on our website.

 

Healthcare abroad
The procedures for access to care and reimbursement vary depending on whether the care is unplanned (=necessary care) or planned.
For certain scheduled treatments, I must obtain prior authorisation from the CNS.
I can click on the links below for detailed information.

I require information on scheduled treatment abroad I require information on unscheduled ('urgent') treatment abroad

Contact us

Last update