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Provider Manual - Dubai & Northern Emirates
Provider Relations Department
Manual Outlines
1.
Introduction ................................................................................................................ 3
2.
Membership Card Instructions ....................................................................................... 4
3.
New Enhanced Plan Names and Network Names .............................................................. 9
4.
Patient Consent ..........................................................................................................11
5.
Non-Discrimination .....................................................................................................12
6.
Receiving Members .....................................................................................................13
7.
Daman Forms ............................................................................................................14
8.
Daman On-Line Eligibility Check ...................................................................................50
9.
thiqa On-Line Validity ..................................................................................................51
10.
Authorisations ............................................................................................................52
11.
Medications Dispensing ...............................................................................................56
12.
E-Claims....................................................................................................................59
13.
Paper Claims ..............................................................................................................61
14.
Reconciliation .............................................................................................................65
15.
Audit .........................................................................................................................65
16.
Obligation for Addition/Deletion of Branches ..................................................................67
17.
Daman Contact List ....................................................................................................68
National Health Insurance Company Daman (PJSC) (P.O. Box 128888, Abu Dhabi, U.A.E. Tel No. +97126149555 Fax No. +97126149550)
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1.
Introduction
The Provider Manual is a document designed to outline the administrative procedures,
requirements and specific instructions that need to be completed by Network Providers when
rendering Healthcare Services to Beneficiaries.
This Provider Manual shall be read in conjunction with the Standard Provider Contract signed
between National Health Insurance Company Daman (PJSC) (hereinafter referred to as
Daman) and Provider. If not specifically defined herein, all definitions used in the Provider
Manual are the same as in the Standard Provider Contract.
This Provider Manual is furnished to all Network Providers that are located in Dubai and
Northern Emirates only
Daman may modify the Provider Manual by sending a written notification to Network
Providers thirty (30) calendar days prior to such modification.
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2.
Membership Card Instructions

The Membership Card is an identification card issued by Daman to the Beneficiary. It
contains coverage instructions which need to be checked by the Network Provider prior to
rendering Healthcare Services to Beneficiaries.
A.
Membership Card Instructions I:

Old Card Layout:
New Card Layout:
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New Enhanced Card Layout:
B.
Membership Card Instructions II:

Old Card Layout:
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New Card Layout:
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C.
thiqa Top Up Membership Card Instructions III:

Un-Combined Card Layout:
Unified Card Layout:
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New Unified Card Layout:
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3.
New Enhanced Plan Names and Network Names

New plan names and network names will be implemented for all new and renewed business
after July 15th, 2013. All Enhanced Plans will be renamed except Premier.
New Plan Names for Group Plans
Existing Network
New Network
Names within
Names within UAE
UAE
Existing Name
New Plan Names
thiqa
thiqa C1
Exclusive 1
NW1
NW UAE/ AD Public
& Private
Premier
Premier
Exclusive 1
NW1
Premier Plus
Premier Plus
Exclusive 1
NW1
Premier Ext
Premier Ex
Exclusive 1
NW1
Premier TC1
Premier TC1
Exclusive 1
NW1
Premier TC2
Premier TC2
Exclusive 1
NW1
Premier TC3
Premier TC3
Exclusive 1
NW1
Premier TC4
Premier TC4
Exclusive 1
NW1
Global
Enhanced Platinum
Exclusive 1
NW1
Global Plus Ext
Enhanced Platinum Plus Ex
Exclusive 1
NW1
Global Plus
Enhanced Platinum Plus
Exclusive 1
NW1
Global Plus TC1
Enhanced Platinum Plus TC 1
Exclusive 1
NW1
Global Plus TC2
Exclusive 1
NW1
Global Plus TC3
Exclusive 1
NW1
Global Plus TC4
Exclusive 1
NW1
International
Enhanced Gold
Exclusive 1
NW1
International Ext
Enhanced Gold Ex
Exclusive 1
NW1
International Plus Ext
Enhanced Gold Plus Ex
Exclusive 1
NW1
International Plus
Enhanced Gold Plus
Exclusive 1
NW1
International Plus TC1
Enhanced Gold Plus TC 1
Exclusive 1
NW1
Exclusive 1
NW1
Exclusive 1
NW1
Exclusive 1
NW1
Regional
Enhanced Silver
Comprehensive 2
NW1
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Regional Ext
Enhanced Silver Ex
Comprehensive 2
NW1
Regional Plus
Enhanced Silver Plus
Comprehensive 2
NW1
Regional Plus TC1
Enhanced Silver Plus TC 1
Comprehensive 2
NW1
Regional Plus TC2
Comprehensive 2
NW1
Regional Plus TC3
Comprehensive 2
NW1
Regional Plus TC4
Comprehensive 2
NW1
UAE
Enhanced Bronze
Comprehensive 3
NW2
UAE Ext
Enhanced Bronze Ex
Comprehensive 3
NW2
UAE TC1
Enhanced Bronze TC 1
Comprehensive 3
NW2
UAE TC2
Comprehensive 3
NW2
UAE TC3
Comprehensive 3
NW2
UAE TC4
Comprehensive 3
NW2
UAE Limited
Core Silver
Essential 5
NW5
UAE Optima
Core Silver R
Essential 5
NW5
Basic Plus
Core Bronze
Essential 5
NW5
TC Plus 2
TC Plus 2
TC Plus 2
NW1
TC Plus 3
TC Plus 3
TC Plus 3
NW1
TC Plus 4
TC Plus 4
TC Plus 4
NW1
Core Chrome IP
Core Chrome IP
Essential 5
Hospitals only
NW5
Core Bronze IP
Core Bronze IP
Value 3 Hospitals
only
NW2
New Plan Names for Individual/ Small Groups Plans

Existing Name
New Plan Names
Premier SG
Premier SG
Global SG
International SG
Regional SG
UAE SG
CarePlatinum
Enhanced Platinum SG
CareGold
Enhanced Gold SG
CareSilver
Enhanced Silver SG
Care Bronze
Enhanced Bronze SG
Core Silver R SG
UAE Optima SG
Existing Network
New Network
Names within
Names within UAE
UAE
Exclusive 1
NW1
Exclusive 1
NW1
Exclusive 1
NW1
Comprehensive 2
NW1
Comprehensive 3
NW2
Essential 5
NW5
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4.
Patient Consent
Prior to submitting any Claims related to Healthcare Services rendered to Beneficiaries, the
Provider shall ensure that the below Medical Consent Form (the Medical Consent Form) is
signed by the Beneficiary and enclosed in his medical file. The Medical Consent Form must be
filed/made available in the patients Medical Record at all times.
Medical Consent Form allows Daman to access Beneficiaries Medical Records at the Network
Providers facility and in the event Daman discovers that a medical file does not contain a
signed copy of the Consent Form, Daman will be entitled to recover from the Provider all
payments related to this file.
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5.
Non-Discrimination
The Provider shall not discriminate in any way against any of Damans members with respect
to the provisions of the healthcare services on account of race, religion, creed, color, national
origin, sex, age, marital status, physical handicap, political beliefs or affiliation, or
membership in any lawful organization.
The Provider should provide the healthcare services to Damans members without regard to
coverage status in the same professional manner and with the same degree of care, skill and
diligence as the Providers provide to other patients, and in accordance with generally
accepted scientific and technical principles and standards of ethics.
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6.
Receiving Members
Whenever a Healthcare Service is sought by a Beneficiary, the Network Provider should
adhere to the following steps/procedures:
a)
Check Membership Card
b)
Revise relevant Schedule of Benefits (SOB)
c)
Follow Damans Authori

uthorisationprotocol
d)
Render the covered Healthcare Service
e)
Submit the Claim to Daman
f)
Receive
e the payment from Daman
Receiving Top-up
up Members
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7.
Daman Forms
Below are the Forms in relation to Healthcare Services
Network Providers are required to comply with below listed Daman Forms prior to rendering
any Healthcare Services
For Emergency Services, Provider must render the Healthcare Services and seek
authorisation within 24 hours from providing the Emergency Services.
Daman Forms are segregated as following:
I.
II.
Authorisation Requests Forms:

a.
Authorisation Request for Inpatient / Outpatient Form
b.
Request for Second Opinion Form
c.
Chronic Medication Form
d.
Medical Appliances & Equipment Form
e.
Dental Request Form
f.
thiqa Orthodontic Assessment Form
g.
thiqa Request for Orthodontic Second Opinion
h.
PET Scan Pre-Authorisation Form
i.
Physiotherapy & Occupational Therapy Form
Approval Forms:
a.
Authorisation Letter for Outpatient Services
b.
Authorisation Letter for Hospitalisation
c.
Authorisation Letter for Dental Services
III. Rejection Forms:

a.
Rejection Letter for Outpatient Services
b.
Rejection Letter for Hospitalisation
c.
Rejection Letter for Dental Services
IV. Accommodation Upgrade Acknowledgement Form (thiqa top up)
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I.
Authorisation Requests Forms:

The treating licensed physician must fill, sign and stamp below Daman Forms prior to
rendering any related Outpatient / Inpatient Healthcare Service excluding Emergency
Services. Network Provider must submit the related Form to Daman seeking a Prior
Authorisation if required.
a.
Authorisation Request for Inpatient / Outpatient Form:

Network Provider must submit the following Form for all covered Inpatient /
Outpatient Healthcare Services
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b.
Request for Second Opinion Form:

This form is applicable for all Healthcare services second opinion excluding
Orthodontic Treatment.
Daman may require additional opinions prior to Authorisation /rejection. The
second opinion doctor will consult the Beneficiary and send back to Daman the
form pertaining to his assessment along with his signature and stamp.
Daman shall then send to the treating physician its Authorisation / Rejection of the
medical treatment. In exceptional cases and where required by Daman, third
opinion may be sought.
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c.
Chronic Medication Form:

Network Providers must submit the following Form for all covered chronic
Pharmaceutical Services that are subject to Prior Authorisation.
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d.
Medical Appliances & Equipment Form:

Network Provider must submit to Daman the following Form for any covered
Medical Appliances / Equipment Services that are subject to Authorisation.
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e.
Dental Request Form:

Network Provider must submit the following Form for all covered Dental
Healthcare Services that are subject to Authorisation.
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f.
thiqa Orthodontic Assessment Form:

For Orthodontic services that are subject to Authorisation for thiqa Beneficiaries,
the treating Dentist must fill, sign and stamp the thiqa Orthodontic
Assessment Form along with the countersignature of the Beneficiary.
Network Provider must then submit the form to Daman requesting for Prior
Authorisation.
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N.B. The Orthodontic Assessment Form is filled according to the following

IOTN Orthodontic Grading System:
Grade 1
is almost perfection.
Grade 2
is for minor irregularities such as:
Slightly protruding upper front teeth.

Slightly irregular teeth.
Minor reversals of the normal relationship of upper and lower teeth which do not interfere
with normal function.
Grade 3
is for greater irregularities which normally do not need treatment for health
reasons:
Upper front teeth that protrude less than 4 mm more than normal.
Reversals of the normal relationship of upper teeth which only interfere with normal
function to a minor degree; by less than 2 mm
Irregularity of teeth which are less than 4 mm out of line
Open bites of less than 4 mm
Deep bites with no functional problems.
Grade 4
is for more severe degrees of irregularity and these do require treatment for
health reasons:
Upper front teeth that protrude more than 6 mm

Reversals of the normal relationship of upper teeth which interfere with normal function
greater than 2 mm
Lower front teeth that protrude in front of the upper more than 3.5 mm
Irregularity of teeth which are more than 4 mm out of line
Less than the normal number of teeth (missing teeth) where gaps need to be closed
Open bites of more than 4 mm
Deep bites with functional problems
More than the normal number of teeth (supernumerary teeth)
Grade 5
is for severe dental health problems:
When teeth cannot come into the mouth normally because of obstruction by crowding,
additional teeth or any other cause.
A large number of missing teeth.
Upper front teeth that protrude more than 9 mm
Lower front teeth that protrude in front of the upper more than 3.5 mm and where there
are functional difficulties too
Cranio-facial anomalies such as cleft lip and palate.
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g.
thiqa Request for Orthodontic Second Opinion:

After receiving the thiqa Orthodontic Assessment Form, Daman will fill the
details of the Beneficiary and send a Request for Orthodontic Second
Opinionto designated providers for Orthodontic Second Opinion.
The Second opinion dentist will consult the Beneficiary and send back to Daman
the form pertaining to his assessment along with his signature and stamp.
Daman shall then send to the treating dentist its Authorisation / Rejection of the
orthodontic treatment.
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h.
PET Scan Pre-Authorisation Form
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i.
Physiotherapy & Occupational Therapy Form
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II.
Approval Forms:
a.
Authorisation Letter for Outpatient Services:

Network Provider must receive the following Form for all Outpatient Healthcare
Services that are subject to Prior Authorisationbeforerendering the service,
excluding Dental / Medications.
Authorisation Letter for Outpatient is considered valid for 30 calendar days
starting on the authorisation effective date and ending on the authorisation expiry
date.
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b.
Authorisation Letter for Hospitalisation:

Network Provider must receive the following Form for all Inpatient Healthcare
Services that are subject to Prior Authorisationbefore rendering the service.
Authorisation Letter for Inpatient is considered valid for 30 calendar days starting
on the authorisation effective date and ending on the authorisation expiry date.
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c.
Authorisation Letter for Dental Services:

Network Provider must receive the following Form for all dental Healthcare
Services subject to Authorisation
Authorisation Letter for Dental Service is considered valid for 30 calendar days
starting on the authorisation effective date and ending on the authorisation expiry
date mentioned on the form.
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III. Rejection Forms:

Daman will not be liable for any Healthcare Services that were totally rejected to
Network Provider and pointed at in the following Forms.
1.
Rejection Letter for Outpatient Procedures:
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2.
Rejection Letter for Hospitalisation:
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3.
Rejection Letter for Dental Services:
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IV.
Accommodation UpgradeAcknowledgement Form (thiqa top up)
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8.
Daman On-Line Eligibility Check

The Schedule of Benefits specifies the Healthcare Services covered by Daman according to
the type of plan the Beneficiary is enrolled in. Prior to rendering any Healthcare Service, the
Provider should check the type of plan mentioned on the Membership Card of the Beneficiary
in order to ensure that the services sought by the Beneficiary are Covered Services.
Network Provider shall log on to www.damanhealth.aeand for unregistered providers,

please register with a user name and password to access the tool
Below are the instructions regarding how to perform the search (please note it is important to
follow the instructions as provided by Daman):
1-
Sign in with User Name and Password
2-
Go to Member Validity.
3-
Enter the Beneficiarys information with the following data:

a.
Member Number
b.
Valid Policy Number
c.
Service Date.
4-
Network Provider shall check for Beneficiarys validity first.
5-
The below message will be displayed for Beneficiarys validation: Member is valid/ not
valid.
6-
If the Beneficiary is valid then SOBs & Exclusions list will be displayed.
7-
Network Provider must be able to view the current SOBs and general exclusions related
to the Beneficiary.
8-
In case the Network Provider enters the current date for deleted Beneficiary with an
expired card, the system will give a message Member expired or deleted.
9-
In case the Network Provider attempts to enter a future date then a message will
appear and no SOBs, Exclusions list will be displayed.
10-
The message displayed in the case of future dates is:

Prospective dates are not allowed for Services to be performed subsequent to insert
current date. Please make sure that you repeat this check on the service date.
11-
After display of the SOBs and Exclusions list the following disclaimer should appear:
Further to displayed SOBs/Exclusion List, kindly take into consideration HAAD/Daman
circulars which were effective at the time of the service date.
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9.
thiqa On-Line Validity

In order to check thiqa card validity, please follow below instructions regarding how to
perform the search:
1-
Network Provider shall log on to www.thiqa.ae
2-
Go to Medical Provider
3-
Click on thiqa card validity
4-
Please enter thiqa card Number or Emirates ID Number.
5-
The below message will be displayed for Beneficiarys validation: Member is valid/ not
valid.
6-
If the Beneficiary is valid, please print the Validity receipt to be used forAuthorisation (if
required) and Billing Purposes.
7-
If the Beneficiary is not valid, please call Daman Call Center (800 432626) for further
clarification
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10. Authorisations
For Emergency Services, Provider must render the Healthcare
Authorisation within 24 hours from providing the Emergency Services.
Services
and
seek
Network Providers are required to comply to use Daman Forms before rendering any
Healthcare Service.
All Pre Authorisation Requests should be sent to Authorisation Department by Fax as per the
Number specified on the form except for thiqa Dental Pre-Authorisation Requests which are
sent through E-mail to AuthorisationQueries@damanhealth.ae
Providers that signed Standard Provider Contract E- Claims should send the Pre-authorisation
requests withrhe specified CPT Codes for pre-approval
The following Plans are exempted from Authorisation:
ENHANCED SILVER PLUS (PREVIOUSLY REGIONAL PLUS)

1. Mubadala Company
2. Federal Authority for Nuclear Regulation
3. Emirates Nuclear Energy Corporation (ENEC)
ENHANCED GOLD PLUS (PREVIOUSLY INTERNATIONAL PLUS)

1. Mubadala Company
ENHANCED PLATINUM PLUS (PREVIOUSLY GLOBAL PLUS)

1. Mubadala Company
PREMIER PLAN
1. Crown Prince Court
4. General Secretariat of Executive Council
5. Ministry Of Presidential Affairs
6. Mubadala Company
7. Technology Development Committee
EXECUTIVE PLAN/PREMIER PLUS
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The following procedures excluding Medications require Pre-Authorisationby the Network Providers:
Pre- Authorisation
Core Silver
(Previously UAE
Limited Plan)
Core Silver R
(Previously UAE
Optima)
Enhanced Bronze
(Previously UAE
Plan)
Enhanced Bronze Ex
(Previously UAE
Extended Plan)
UAE SEHA Standard

Plan
UAE SEHA Plus Plan
Regional SEHA Prime

Plan
Enhanced Silver Ex
(Previously Regional
Extended)
Dental
Core Chrome Ex
(Previously Abu
Dhabi Extended
Plan)
Annual Screening for Breast, Prostate

Cancer , Colorectal Cancer
Medical Checkup
Medical Equipment and Appliances
Podiatry Services
Alternative Medicine
Chiropractic Services
Core Bronze
(Previously Basic
Plus)
Occupational / Speech Therapy
Cardiac Pulmonary Rehabilitation
Rehabilitation
Physiotherapy
Dietician
Chemotherapy / Radiotherapy / ESWL
Psychiatry
Endoscopies
Abu Dhabi Plan
Home Nursing
Diagnostic MRI / CT / PET Scan
Inpatient and Day Care
Visit Visa Plan
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Plus)
Enhanced Gold
(Previously
International Plan)
Enhanced Gold Ex
(Previously
International
Extended)
Enhanced Gold Plus

(Previously
International Plus)
Enhanced Platinum
(Previously Global
Plan)
Enhanced Platinum
Plus (Previously
Global Plus)
Premier Plan
Premier Extended
thiqa Plan
(Crown , Inlay /On lay, Veneer, Bridge,

Implant, Orthodontic, Dentures)
(HCT ,
ZU, UAEU)
Enhanced Silver
(previously Regional
Plan)
Enhanced Bronze
TC2 / TC3 / TC4

Plus) TC2 / TC3 /
TC4
Enhanced Gold Plus
(Previously
International Plus)
TC2 / TC3 / TC4
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Enhanced Platinum
Plus (Previously
Global Plus) TC2 /
TC3 / TC4
Premier TC2 / TC3 /

TC4
thiqa Top-Up Authorisation Protocol:

A
For services requiring Pre-authorisation on both thiqa& Top Up (TC1 Cards

Only)
Old Card Layout (Un-combined Card):
Members Card which does not mention thiqa member number:
The Network Provider is to fill 1 thiqa Authorisation Request carrying both member
IDs and send it to Daman in a single fax/email
New Card Layout (Combined Card):
Members Card which mentions thiqa member number:
The Network Provider is to fill 1 thiqaAuthorisation Request carrying both member

IDs and send it to Daman in a single fax/email
For services requiring Pre-authorisation onthiqa Card Only

The Network Provider is to fill 1 thiqaAuthorisationRequest carrying thiqa member

ID and send it to Daman in a single fax/email.
For services requiring Pre-authorisationonthiqa Top Up Card Only
The Network Provider is to fill 1 Daman Authorisation Request carrying Top Up

member ID and send it to Daman in a single fax/email.
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11. Medications Dispensing

Network Providers are required to comply with Medications Dispensing guidelines and rules,
as set out in Daman Provider Manual and Standard Provider Contract prior to rendering any
pharmaceuticals Services that are subject to Prior Authorisation.
The Network Provider should submit a PriorAuthorisationrequest to Daman before
dispensing any medication(s) for the following cases:
Medications
Exceeding
90 days
Medications Exceeding
30 days
Plans Exempted
fromAuthorisation
ENHANCED SILVER PLUS
(PREVIOUSLY REGIONAL PLUS)
Mubadala Company
Federal Authority for Nuclear
Regulation
Emirates Nuclear Energy
Corporation (ENEC)
ENHANCED GOLD PLUS
(PREVIOUSLY INTERNATIONAL
PLUS)
Mubadala Company
Core Bronze
(Previously Basic Plus)
Core Chrome Ex
(Previously Abu Dhabi Extended
Plan)
All Other Plans

Regulation
Corporation (ENEC)
ENHANCED PLATINUM PLUS
(PREVIOUSLY GLOBAL PLUS)
Core Silver
(UAE Optima)
Mubadala Company
PREMIER PLAN
Crown Prince Court
Core Silver R
(Previously UAE Optima)

Corporation (ENEC)
Regulation
General Secretariat of Executive
Council
Ministry Of Presidential Affairs
Mubadala Company
Technology Development
Committee
EXECUTIVE PLAN/PREMIER
PLUS
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Dental Prescription
1.
2.
3.
Psychiatric Medication
1.
UAE SEHA Standard Plan
2.
UAE SEHA Plus Plan
Priorauthorisationnot required for all

plans.
3.
Regional SEHA Prime Plan
4.
Enhanced Bronze TC2 / TC3 / TC4
Dental pharmacy to be covered under OP

pharmaceuticals limit and applicable coinsurance (if any).
5.
Enhanced Silver Plus (Previously

Regional Plus) TC2 / TC3 / TC4
6.
Enhanced Gold Plus (Previously

International Plus) TC2 / TC3 / TC4
7.
Enhanced Platinum Plus

(Previously Global Plus) TC2 / TC3 /
Dental pharmaceutical services on TOP UP

cards do not require authorisation.
TC4
8.
Premier TC2 / TC3 / TC4
For Chronic Medication, Pharmacists should follow the procedures below if

Prior Authorisations required:
1.
Fill the Chronic Medication Form with the appropriate information which
includes the Patients Information, Drug Name, Strength, Dosage, Duration of
Treatment, Total Number of boxes and Total AED Price; and
2.
Send by fax with a copy of the Beneficiary Membership Card and the Chronic
Medication Form to the AuthorisationDepartment on 02-6149777 requesting an
approval;
3.
If authorised by Daman and upon dispensing the chronic medications, the

Pharmacist shall ensure that the Beneficiary signs on the prescription indicating
that the medication was received.
12. Authorisation Dashboard

Provider will need to login using their username and password.
For unregistered providers, please register with a user name and password to access the
tool
To search for Authorisations for Enhanced and Basic members please follow
www.damanhealth.ae
To search for Authorisations for Thiqa members please follow www.thiqa.ae
Below are the instructions regarding how to perform the search (please note it is important
to follow the instructions as provided by Daman):
1. Go to More then Authorisation Dashboard.
2. The Provider will have the following Search options to filter authorisations
Date From and To is a mandatory field for search in provider search.
Provider can view authorisations issued within the last 90 days.
In case the provider has more than 100 authorisations in the past 90 days then
the following disclaimer will be shown to the provider;
Only 100 records can be displayed, in case you
need to check for further
records please use the above filtering options.
The provider may choose not to filter as well. This will display all authorisations
records.
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3. Providers will be able to :

Track the status of the prior authorisation requests.
Print authorisations for approved and rejected requests.
See all records that are currently under process.
4. In case the provider search's for a Daman member in the Thiqa website the following
disclaimer is displayed for the provider
Please use Daman Website to search for Member Authorisation
The same will apply for the Thiqa members in Daman website.
5. In case no authorisation exists for the member then the following disclaimer will be
displayed for the provider
No records to display
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13. E-Claims
All Network Providers shall submit their Claims electronically to Daman via the following link:
www.eclaimlink.ae
A.
Submission:
1-
All Providers must submit their Claims no later than thirty (30) calendar days from
the end of the month of Healthcare Services provided to the Beneficiary.
2-
Receiving requirements:
a.
The file shall be submitted in XML File format at: www.eclaimlink.ae
b.
File shall be named as following

Example: INS026-H100-MAR2013-OP-ENH-SUB
TPA023-H100
H100-MAR2013-OP-TQA-SUB
c.
If a provider is having more than one bat

batch
ch (and would like to split
submissions),add 01,02 as suffix
Example::
d.
B.
C.
INS026
INS026-H100-MAR2013-OP-ENH-SUB-01
01
The Network Provider shall adjust all electronic transactions related to PriorPrior
Authorisation
uthorisationRequests / Claims Submission with the Payer ID listed in below
matrix based on the submitted product.
Resubmission:
Within Forty Five (45) calendar days from the date of receipt of remittance advice.
Up to a maximum of three (3) times
Delayed Resubmission will lead to complete rejection of payment
Resubmission types:
The Provider shall segregate the resubmission of XML files by Plan by Resubmission
type.
The following are Resubmission types:
Correction Type:
o
This type is applicable in case the Provider conducts any changes within the
claim
itself
(for
example
Service
Code/CPT
Code/CPT-4
Code/Price/A
Code/Price/AuthorisationNumber/Diagnosis
Number/Diagnosis Code/etc.).
This type shall be treated as a new claim. Therefore the Provider should
resubmit and include all activities with amounts (pai
(paid/unpaid).
d/unpaid).
The Provider shall add resubmission comments indicating what was

corrected from the original submission.
INS026-H100-MAR2013-OP-ENH-RESUB-CORRCTION
CORRCTION
Example:: INS026
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Internal Complaint Type:

o
This resubmission type is applicable for rejected medical services and

contested by the Provider.
The Provider shall resubmit the contested services and contested amounts
only along with the related unpaid amount (not to be treated as a fresh
claim).
The Provider shall add his comments by specifying the rejected service along
with his justification for rendering the Service (Providers can attach PDF
documents e.g. Medical Report/ Discharge Summary/etc.).
Example: TPA023-H100-MAR2013-OP-TQA-RESUB-INTERNAL COMPLAINT
N.B.: Correction and internal complaint must be resubmitted with Daman
claim ID made available to providers along with the Remittance Advice sent
back with respect to the initial submissions.
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14. Paper Claims

Claims should be submitted within Thirty (30) calendar days maximum from the end of the
month of Health Services provided to the Beneficiary in separate batches with separate
statement of account for each batch.
thiqa 2 batches: ( inpatient/ outpatient )
Enhanced 2 batches: ( inpatient/ outpatient)
Out-Patient Claims requirements:

Out-patient Claims should include the following:
One itemised Invoice with all services provided per visit or different invoices for
different services.
Original Out-patient Claim Form with Beneficiarys signature.
Copy of Cash Receipt. (Co-insurance / Co-pay / deductibles collected from Beneficiary)
Copy of the Daman Card.
Copy of any Laboratory or X-ray results.
Copy of Referral Letter (if patient is referred from other provider).
Original Authorisationfor Out-patient procedures if any.
Provider code must appear on all Claims and Invoices.
In-Patient Claims requirements:

In-patient Claims should include the following:
One itemised Invoicewith all services provided during Admission or different Invoices for
different services.
Original AuthorisationRequest for Hospitalisation.
Copy of the Daman Card.
Original AuthorisationLetter for Hospitalisation.
Copy of any Laboratory or X-ray results.
Copy of Referral Letter (if patient is referred from other provider).
Discharge Summary.

Note:
o
All submitted Claims must have the Beneficiarys signature & the Physicians
signature and stamp.
Original Authorisations for Out-patient procedures / Hospitalisation received by the

provider will have to be stamped (identifying the received fax as original).
Pharmacy Billing Procedure:

Pharmacy Bills should include the following:
One itemised Invoicewith all medication provided for the Beneficiary.
Original Prescription signed by the patient.
Copy of the Out-patient Claim Form with patients signature.
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Copy of the Damans card.
Copy of cash receipt.(Co-insurance / Co-pay / deductibles collected from Beneficiary)
Original AuthorisationLetter (if any).

Note:
o
Original Prescription can only be replaced by a copy in case a controlled or semi

controlled medication is dispensed or in case some of the prescribed medication(s)
are unavailable at the pharmacy.
In-house Pharmacies related to Hospitals / Medical Centers:
The provider should include the In-house Pharmacy billing related to Hospital /
Medical Center along with the Out-patient / In-patient invoice to make it as a
single Encounter under one Claim.
Monthly Statement of Account:

A statement of account should be submitted by the Provider with every submission of Claims
and it should be prepared per batch with following information:
Serial Number
Medical Record Number
Beneficiarys Card ID Number
Beneficiarys Name
Date of Visit
Invoice Number
Service Provided
Gross Amount
Deductible / Co Insurance/ Co Pay/ Discount
Net Amount (to be paid by Daman)

Claims must be organised as per the Statements Serial Number.
Statements Serial Number will appear on each Claim.
Provider code will appear on the statement of account
The billing month will appear on the statement of account
The number of claims in the statement of account should match with the physical
claims submitted
A soft copy of the statement of account in excel format should be sent via mail to
the following E-mail ID: ReceivingUnitmails@damanhealth.ae on the same date
Provider submits its monthly physical claims.
Calculation of Net Amounts:
Deductible is a fixed amount which should be collected by the provider from the
Beneficiary for any covered Health services provided under their Policy. For Example:
Deducible may be applicable to Physician Consultation, Maternity, Laboratory and
Diagnostic Services.
Co-insurance/Co-pay is a percentage that should be collected by the provider from the

Beneficiary on all covered services provided under the Policy. Generally the Co-
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insurance/Co-pay is mentioned on the card and should always be collected on the Net
amount.
Discounts should be calculated on the Gross amount.

Net Amount = Gross (Discount/Co-insurance/Co-pay + Deductible)
Rejected Claims:
If the Provider fails to follow any of the above Claims submission protocols, the batch will be
returned as rejected for necessary corrections.
Resubmission:
All disputed claims (whether partially or fully rejected) should be resubmitted to Daman
within Forty Five (45) calendar days from the date of receipt of payment and/or receipt of
remittance advice or similar document containing the Claim denial code.
Providers can resubmit up to a maximum of three (3) times as outlined in the Standard
Provider Contract [Ref. Article 4.8.2 (b)].
In case of delay in resubmitting a disputed Claim, Daman has the right to completely reject
the payment of all such claims.
Resubmission Requirements:
To fill the Resubmission Form for the disputed Claims with the details
To attach relevant remittance advice along with the Resubmission Form.
To mention on the Resubmission Form the billing period and the cheque received date
To enclose missing information/Reports, including any additional data requested by

Daman to process the Claim.
Mailing Address for Claim submission & Resubmission

The provider should Submit/Resubmit the physical claimsby any courier services to the
following address:
C/O Daman - The Claims Receiving Unit
National Health Insurance Company- Daman
Central Branch, Ground Floor
Airport Road, Abu Dhabi
(Between HSBC & Dubai Islamic Bank buildings)
Tel 02-4173695
Fax 02-6145568
Working Days & Hours:
Sunday to Thursday
8:00 am to 4:00 pm
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thiqa Top Up Billing

1.
Billing for thiqa C1 members with Top Up coverage
2.
Billing for thiqa C2, C3 and C4 members with Top Up coverage
thiqa C2, C3 and C4 cards are not covered in Dubai and NE providers
Services performed will be on Top Up Card (please

please refer to specific Top Up card
Schedule of Benefit for coverage details).
N.B:
Batches Submission & Billing:
thiqa claims under thiqa Batch
Top Up claims under Daman Enhanced Batch
TC1 billing: Different Invoice # for thiqa and thiqa Top Up

thiqa Invoice = 12345
thiqa Top Up Invoice = 12345-TC
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15. Reconciliation
The Reconciliation is a process that releases Daman from any financial obligations in relation
to Claims that have occurred within the agreed reconciled period. The Provider should sign
with Daman the Reconciliation Agreement and therefore should neither bill nor dispute any
Claims related to the respective reconciled period.
16. Audit
A.
B.
Medical Record Access:
The Provider shall ensure that all covered members sign a Daman consent form
provided by Daman. The Provider shall also ensure that the signed consent form is
maintained along with the Daman members medical records and shall be provided
to Daman upon request. Failure to provide such consent at the time of audit shall
entitle Daman to recover the amount paid for all service(s) rendered to the Daman
member by the Provider.
Daman has the right to access, examine, audit, verify and take copies of its
members original billing and medical records, whether paid or unpaid, inpatient
and outpatient. Medical Records include but are not limited to, patient information,
patient history, medical reports, examination findings, operation/procedure notes,
investigation results or reports, prescriptions for medication, referrals ordered or
received from other Providers, patient management plan, progress notes, consent
forms, discharge summaries and return visits whether in physical and/or electronic
format during or after the term. Billing records include but are not limited to claim
forms, authorisation forms, authorisation approvals, invoices and receipts, in
physical and/or electronic format during or after the term.
In the event that the Provider denies access to the information requested by
Daman during the Audit, the applicable laws in the UAE and/or this Agreement,
Daman shall have the right to reject/recover payment of the respective claims and
immediately terminate this Agreement.
Audit Process
The Provider warrants that all Claims and Prior Authorisationrequests submitted to
Daman for Health Services rendered/to be rendered to a Beneficiary will be true and
accurate to the best of its knowledge and belief.
Daman has the right to audit and re-audit the Providers Medical and Billing
Records either during the tenure of patient confinement/treatment or post discharge
for any Health Service. In the event that the Provider denies access to material
information requested by Daman as per the Rules or this Agreement, Daman shall
have the right to reject/recover payment of the respective claims and immediately
terminate this Agreement.
In the event that Daman suspects Fraud and/or Abuse, the following procedure shall
be applied:
(a)
Daman shall inform the Provider that it suspects that there is a breach of the
Agreement due to suspicion of Fraud and/or Abuse and shall request from the
Provider a written report in respect thereof.
(b)
Whilst investigating the Claim(s) Daman shall be entitled to suspend payments

of all Claims (Past, present or future) to the Provider irrespective of whether
the breach is committed by one Physician or many Physicians (Suspension of
Payments). Daman shall also be entitled to request the Provider cease
providing all new Health Services to a Beneficiary (Suspension of
Services).
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During the suspension period, the Provider shall cooperate with Daman or any
other party appointed by Daman to minimise disruption to any Beneficiary and
in particular to avoid disruption in the provision of treatment so that any
incomplete/ongoing Health Services for Beneficiaries are completed. Payment
for any incomplete/ongoing health services shall not be collected from the
Beneficiary.
(c)
Within ten (10) calendar days of receipt of the Notice mentioned in clause 8.3
(a) above, the Provider shall conduct an internal investigation of the allegations
and provide Daman with an initial written report, with all relevant
documentations, bills, medical reports and explanations of the outcome of the
investigation and the remedial action to be taken by the Provider.
(d)
Daman shall within ten (10) calendar days of the receipt of the report under
clause 8.3 (c), inform the Provider if it agrees with the findings and/or
recommendations of the Providers report. If Daman does not agree with the
Providers report, it shall inform the Provider of the action to be taken.
(e)
The Provider shall within ten (10) calendar days of receipt of Damans
requirements under clause 8.3 (d) execute the appropriate remedies specified
in its report and/or the actions required by Daman.
(f)
Suspension of Payments and/or Suspension of Services mentioned in clause

8.3 (b) shall remain in effect until Daman is fully satisfied that all due monies
have been recovered.
If Daman confirms its suspicion of Fraud and/or Abuse then it shall report the
matter to the relevant authority and shall be entitled to immediately terminate
the Agreement by sending a written Notice to the Provider without prejudice to
Damans right to claim compensation, damage or any other available remedies
from the Provider.
RECOVERY OF PAYMENT
In the event of any overpayment, duplicate payment or other payment in excess of that to
which the Provider is entitled for rendering Covered Services to the Beneficiary, Daman may
recover the amounts owed by way of offset from current or future payments.
MEDICAL MALPRACTICE
In the event that a medical professional is convicted of Medical Malpractice, Daman shall have
the right to recover from the Provider any amount paid to the Provider in respect of the Claim
submitted to Daman and any associated costs related to the malpractice conviction. Daman shall
also have the right to recover payment for any other Claim arising from the Medical Malpractice
conviction. This provision shall survive the termination of this Agreement.
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17. Obligation for Addition/Deletion of Branches

All Healthcare Services provided by the Provider to Beneficiaries should be rendered at the
Branch/ premises set out in Appendix B of the Agreement. Daman will not be liable to pay for
any Claim submitted by the Provider if it discovers that the Claim is related to any Healthcare
Services rendered outside the agreed Branches/ premises.
1.
For any addition of Branch/ premises, Provider shall:

a.
Immediately send a written notification to Daman requesting its approval on the

addition. Request for addition should be sent to Daman in writing, stamped and
signed by the signature of the authorised signatory on behalf of the Branch/
premises.
b.
Daman, at its own discretion, will approve or reject the addition of Branch/
premises request and will notify the Provider of its decision.
c.
Provider shall sign an addendum with Daman for addition of Branches/premises.
d.
Only, after receiving the signed addendum for addition of Branch/ premises, that
the Provider will be entitled to render Healthcare Services at the added Branch/
premises. Daman shall not cover any Healthcare Services rendered in the added
Branch/ premises before the provider receives the signed copy of the addendum.
The Provider, its Branches/ premises and any associated providers set out in Appendix
B of the Agreement shall abide by the terms and conditions of the Agreement and shall
be considered jointly and severally liable for any breach of the terms of the Agreement.
2.
For any deletion of Branch/ premises, Provider shall:

a.
Immediately send a written notification to Daman requesting the deletion of the

Branch/ premises. Request for deletion should be sent to Daman in writing,
stamped and signed by the signature of the authorised signatory on behalf of the
Branch/ premises.
b.
Provider, Branch/ premises shall sign a Reconciliation Agreement with Daman for
all outstanding Claims submitted by the Branch/ premises requesting the deletion.
c.
Provider shall sign

Branches/premises.
an
addendum
with
Daman
for
the
deletion
of
the
Deletion of the Branch/ premises will only be effective after the Provider signs a
Reconciliation Agreement with Daman for all Claims related to the deleted Branch/
premises and an addendum to Appendix B of the Agreement for deletion of the Branch/
premises.
Daman will not be liable to pay for any Healthcare Services rendered by the deleted
branch/ premises after being notified by the Provider.
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18. Daman Contact List

Issue Category/ Department
Concerned
Contact
Number(s)
Mailing Address
Claims Department
Clarifications on claims
adjudication (payment
rejection)
02-614 9722
Claimsqueries@damanhealth.ae
Reconciliation related issues.
E-claims submission and

resubmission
Upload issues.
Rejection of batches (due

to non-compliance & delay
in
submission/resubmission,
etc.)
Receivingunitmails@damanhealth.ae
02-4173651
02-4173696
Provider Relation Department

General Inquiries
New providers (profiling,

contracting, training on
Daman`s policies, products
and schedule of benefits)
Network providers
(clarification of benefit
coverage, amendments, drug
list, queries on update).
Training / Re-Training
PRDqueries@damanhealth.ae
04-4360253
Financequeries@damanhealth.ae
02-614 9709
AuthorisationQueries@damanhealth.ae
02-614 9720
AuthorisationQueries@damanhealth.ae
02-418 4111
Finance Department
Payments and remittance
advice.
Authorisation Department
Follow up authorisation
request
Authorisation status and/or
rejection reason.
Services which require priorAuthorisation.
Follow up of thiqa dental
Requests
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Thank You
&
Welcome to Daman Network
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Provider Manual - Dubai & Northern Emirates

Provider Relations Department

Provider Manual - Dubai & Northern Emirates

Membership Card Instructions ....................................................................................... 4

New Enhanced Plan Names and Network Names .............................................................. 9

Patient Consent ..........................................................................................................11

Receiving Members .....................................................................................................13

Daman Forms ............................................................................................................14

Daman On-Line Eligibility Check ...................................................................................50

thiqa On-Line Validity ..................................................................................................51

Medications Dispensing ...............................................................................................56

Paper Claims ..............................................................................................................61

Obligation for Addition/Deletion of Branches ..................................................................67

Daman Contact List ....................................................................................................68

Provider Manual - Dubai & Northern Emirates

Provider Manual - Dubai & Northern Emirates

Membership Card Instructions

Membership Card Instructions I:

New Card Layout:

Provider Manual - Dubai & Northern Emirates

New Enhanced Card Layout:

Membership Card Instructions II:

Provider Manual - Dubai & Northern Emirates

New Card Layout:

Provider Manual - Dubai & Northern Emirates

thiqa Top Up Membership Card Instructions III:

Unified Card Layout:

Provider Manual - Dubai & Northern Emirates

New Unified Card Layout:

Provider Manual - Dubai & Northern Emirates

New Enhanced Plan Names and Network Names

New Plan Names

Global Plus Ext

Enhanced Platinum Plus Ex

Enhanced Platinum Plus

Global Plus TC1

Enhanced Platinum Plus TC 1

Global Plus TC2

Enhanced Platinum Plus TC 2

Global Plus TC3

Enhanced Platinum Plus TC 3

Global Plus TC4

Enhanced Platinum Plus TC 4

International Plus Ext

Enhanced Gold Plus Ex

Enhanced Gold Plus

International Plus TC1

Enhanced Gold Plus TC 1

International Plus TC2

Enhanced Gold Plus TC 2

International Plus TC3

Enhanced Gold Plus TC 3

International Plus TC4

Enhanced Gold Plus TC 4

Provider Manual - Dubai & Northern Emirates

Enhanced Silver Plus

Regional Plus TC1

Enhanced Silver Plus TC 1

Regional Plus TC2

Enhanced Silver Plus TC 2

Regional Plus TC3

Enhanced Silver Plus TC 3

Regional Plus TC4