Refund deadlines and statements
I consulted my doctor, paid the fees and received my invoice. I sent my claim for reimbursement to the CNS a few weeks ago...
When can I expect to be reimbursed for my healthcare costs?
Why are some invoices reimbursed more quickly than others?
I can find out about the various deadlines here. The CNS also explains my ‘reimbursement statement’, the statement I receive following a reimbursement.
In a nutshell
Health can’t wait! However, there may be some waiting time before receiving reimbursement or a certificate of coverage.
To help me be patient and manage my healthcare journey and expenses as effectively as possible, here I can find out about:
- The processing of my claims by the CNS;
- Essential information contained in my reimbursement statements.
Everything I need to know
Why do I have to wait several weeks before receiving a reimbursement or certificate of coverage from the CNS? What do the different items on my reimbursement statement mean?
I click on the tab I am interested in: 'Deadlines' to find out about the different processing times for myrequests, or 'My reimbursement statement' to find out about the information on my statement.
- Deadlines
- My reimbursement statements
- Deadlines
- CNS treatment processes
- Immediate refund at the agency
What are the deadlines for reimbursement of my medical expenses?
What are the usual deadlines for my reimbursements?
The CNS will reimburse me within a few weeks of sending my letter. Deadlines vary depending on the type of invoice:
- 20% of invoices are reimbursed within one week: This applies to simple invoices (e.g. those with a C1 code) that I have sent in accordance with the CNS recommendations. These invoices are scanned, read by an optical reading system and do not require manual intervention.
- 60% of invoices are generally reimbursed within 4 to 6 weeks: These invoices require manual intervention or verification by a CNS agent.
- The remaining 20% are generally reimbursed within 10 to 12 weeks: These invoices require more numerous and complex interventions and checks by one or more CNS agents.
What are the current deadlines?
Please note! In the event of a backlog in the various departments that process reimbursements, and although the CNS does its best to process all requests quickly, deadlines may vary from month to month.
The current deadlines are as follows, depending on the different types of invoices mentioned above:
- 20% of invoices are reimbursed within 1 week.
- 60% of invoices are reimbursed within 6 to 8 weeks.
- 20% of invoices are reimbursed within 12 weeks.
How can I help ensure that my request is processed quickly and efficiently?
Please refer to the tips and advice at the bottom of the page under 'Tips & Tricks'.
How does the CNS processing procedures work?
Each request for reimbursement or authorisation is subject to a series of procedures, as illustrated by these two examples, which show the difference in processing depending on the nature of the request:
- Processing my invoice: it is usually scanned and then optically read. If necessary, it is checked and corrected by CNS agents. Once the invoice has been validated, the accounting department proceeds with payment. My bank account will then be credited more or less quickly depending on my bank's deadlines. These are naturally longer if my bank account is foreign.
- Processing of my dental quote: it undergoes an administrative check before being entered into the CNS system and then forwarded to the Social Security Medical Board (CMSS) for a medical opinion. This is essential for the CNS to grant or refuse authorisation for coverage.
Good to know
Processing of my application begins on the date of receipt. However, invoices submitted in the same envelope are not necessarily processed in the same way and within the same deadlines.
The CNS can only acknowledge receipt of an application once it has been processed by one of its agents.
How can I obtain immediate reimbursement at an agency?
Instead of sending my reimbursement request by post to the CNS, I can also request immediate reimbursement at an agency, by cheque or instant transfer.
To obtain immediate reimbursement by cheque or instant transfer, I must go in person to a CNS counter and meet two conditions:
- The total amount of medical expenses must be at least €100 per household.
- My invoices must have been paid less than 15 calendar days prior to their presentation at the agency.
To visit an agency, I simply need to book an appointment with the CNS agency of my choice.
- The reimbursement statement explained
- My bank details
- Additional payment
- My online reimbursement statement
I discover all I need to know about my reimbursement statement
For each reimbursement, the CNS sends me a detailed statement. This contains essential information about my insurance status and my healthcare history. I can view it in pictures to find out what important information it contains.
In the illustration above, I find various pieces of information on my statement:
- Supplier: The first column on the left identifies my service providers and/or suppliers (doctor, dentist, orthopaedic specialist, etc.).
- Service: In the second column, I find the code assigned to each service in the nomenclature.
- Amount invoiced: The fourth column shows the amount of the services, including any non-reimbursable or overcharged amounts.
- Fund tariff: The amount shown in the fifth column is the amount used to calculate the reimbursement and can be found in the relevant nomenclature.
- Statutory contribution: In the penultimate column, I find the amount of my statutory (personal) contribution. This is the amount that I am required to pay in accordance with the CNS statutes.
- Amount reimbursed: The amount reimbursed is obtained by subtracting the fund tariff [4] from the statutory contribution [5].
- Payment reference: The payment reference [7] is located at the bottom left of the statement. I must provide this reference, along with my insurance number, if I require information about a specific reimbursement.
Please note! My expenses for personal convenience (CP codes) are not covered by the CNS. For example, code CP8, personal convenience at the dentist, is not reimbursed and therefore appears on the statement with a health insurance fund tariff of 0.
Where can I find detailed information about nomenclatures and codes?
I consult the 'Nomenclature and fee schedule' page.
There I find a tool that allows me to search for the tariff and description of a specific code. I can also directly consult the various nomenclatures.
I check my bank details
My bank account number appears on each of my statements. To avoid any inconveniences, I check that it is correct.
If everything is in order, I should not provide my bank details again when requesting future refunds.
If my bank details are incorrect or out of date, I send them (along with a bank statement and a copy of my ID card) using the online procedure.
I check my personal contribution threshold to see if I am eligible for a complementary reimbursement
Once my personal contributions reach a certain amount, I am eligible for an additional reimbursement. This amount is shown on the back of my reimbursement statement for the previous year and the current year.
I don't know what 'complementary reimbursement' means. For more information, I should refer to the relevant CNS page.
How can I obtain my reimbursement statements online?
When I log in to MyGuichet.lu – in other words, when I authenticate myself – I will have access to my personal and secure account. I can view my reimbursement statements in PDF format by activating the eDelivery function.
How do I activate eDelivery?
I can activate eDelivery in just a few clicks in my personal eSpace on MyGuichet.lu under:
- 'My data > Health/Social > Health insurance fund > Activation of services'.
- Under 'Activation of services', I scroll down to 'eDelivery: Receive your documents in PDF format' ...
- ...and click on 'Activated'!
To access my account, I need to authenticate myself using a LuxTrust product or an electronic identity card (eID).
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