Frequently asked questions
1) I did not get your information packet and my card(s) 15 days after registration.
2) I have received my information packet with my password and my card(s) but I cannot log on.
3) (I) You have an appointment with a doctor but he does not accept TCS.
4) I have lost my TCS card.
5) My TCS card has expired. How do I get my new one?
6) The bill has been sent to me directly.
7) I have received a bill from TCS even though I have already paid the doctor or hospital.
8) I have received a reminder from TCS while never having received the first payment notice.
9) I have received a bill. Can I pay TCS with a credit card?
10) I have received a reminder from a Collection Agency.
11) I have an American insurance or Medicare.
12) I am are in the military.
13) I need a proof of insurance, where do I ask?
14) I am a 100% covered by my social security. Why should I pay this bill?
15) My chiropractor visit was not refunded. Why?
16) My co-worker has been covered. Why not me?
17) You are telling me that I cannot be covered while my contract stipulates a refund.
18) I am covered. Why is TCS telling me about co-pay?
19) The pharmacy does not accept this insurance.
20) The doctor is within the network but I find the whole procedure a bit overwhelming. Why don’t I pay him directly?
1) I did not get my information packet and my card(s) 15 days after registration.
a) Your registration is being processed.
b) TCS is missing some of your information.
c) Your contract may not be up to date with your French insurance / secondary insurance (mutuelle)
d) After 15 days, you have received a confirmation but still no mail.
e) Your contract cover only hospitalization.
Send us an e-mail to tcserv@travelcareservices.com,
2) I have received my information packet with my password and my card(s) but you I cannot log on.
Make sure there isn’t a Firewall blocking your access to some Internet links. Also, from time to time, clean your ‘cookies’.
Send us an e-mail to support@travelcareservices.com giving us your TCS number, your password as well as your phone number.
Note : The password changes every year.
3) I have an appointment with a doctor but he does not accept TCS.
When making an appointment, it is very important to tell the secretary that your insurance is affiliated to the XXX network. (On our website, you will be directed towards one of the networks, write down the doctor’s information as well as the network’s name).
These networks are also written on the back of your card.
Note : Doctors on TCS’s mini list accept TCS
4) I have lost my TCS card.
Let us know (by telephone 1-305-893-9433 or e-mail tcserv@travelcareservices.com). Then you need to send us a $7.00 check so we can send you a new card. As soon as we receive your payment, we will send your new card.
5) My TCS card has expired. How do I get my new one?
You do not need to register again. However, you need to let us know your new departure date or the duration of the extension of your contract so we can verify your rights.
Once TCS has checked and put your information up to date, your cards will stay valid.
However, should you want new cards, you will need to send us a $7.00check per card.
6) The bill has been sent to me directly.
Most importantly, do not pay anything right away.
Then make sure that it is a bill you have received (Invoice or Insurance Claim’s Form) and not a Statement. See the definition list.
If it is a bill, return it to the sender with a copy of your TCS card (both sides) with a note saying :
Please send the insurance claim’s Form to my insurance company.
In case of a Statement
Send us an e-mail or fax 1-305-893-9633. Do not forget to specify your name and why you are sending us a fax:
I have already paid the doctor or establishment (See paragraph n#6)
I’ve already paid this bill but they want something more.
I thought this was part of my coverage.
I thought that TCS was supposed to receive the bill.
We will investigate and we will let you know what has been done, and what needs to be done.
Note: If you do not show your TCS card to the network’s doctor or establishment, you will be registered as self pay in which case, according to the federal law, you will need to prove you have insurance by contacting the doctor or the hospital.
Reasons:
a) You forgot to show your card.
You will need to return the document to the sender with a copy of your card (both sides) with a note saying:
Please send the insurance claim’s Form to my insurance company.
b) The establishment is a laboratory (your doctor has sent your tests to the laboratory)
You will need to return the document to the sender with a copy of your card (both sides) with a note saying:
Please send the insurance claim’s Form to my insurance company.
c) The doctor’s office or establishment could have lost your information
You will need to return document back to the sender with a copy of your card (both sides) as well as a note saying:
Please send the insurance claim’s Form to my insurance company.
d) You no longer have medical care access through TCS and TCS has rejected your bill.
In this case you must pay the bill directly
e) You went to see a doctor that is not within the network. Therefore, TCS has returned the bill to the doctor.
In this case you must pay the bill directly
7) I have received a bill from TCS even though I have already paid the doctor or hospital.
Send us a fax 1-305-893-9633, as well as a payment proof (copy of the check, credit card receipt, cash receipt) so we can ask the billing service to void this bill.
8) I have received a reminder from TCS while never having received the first payment notice.
It happens.
Check your Spam folder, some TCS e-mails are identified as such.
Your e-mail inbox may be full, delete some e-mails to make room for new ones.
We have 2 e-mail addresses. Check both.
It is also possible, that the e-mail from TCS has been lost. Yes, it does happen!
Note : TCS sends you a payment notice, never the bill. This bill will be sent to you when we receive your payment.
9) I have received a bill. Can I pay TCS with a credit card?
Unfortunately, you cannot. We can only accept checks, Money Orders or Money Transferts.
You can also use your bank’s ‘’online’’ services: Pay bills online. It’s usually free and works like a transfer except that your bank sends us a check.
For a money transfer from the US, our information is on the bills. However, we appreciate an e-mail, telling us you will be using this payment mode. Note : There may be Banking charges .
For a money transfer from France, thank you for contacting us so we can give you our information. Note: There may be Banking charges
IMPORTANT: in case of an unpaid bill, you will have a $10.00 fee. Should these fees remain unpaid, TCS will contact your French Insurance / secondary insurance (mutuelle) which will in turn request the amount.
10) I have received a reminder from a Collection Agency.
Most importantly, do not pay anything right away.
Reasons :
You have not shown your card or the doctor may have lost your information.
The agency is asking for a co-payment
The agency is requesting the full amount that you have already paid to us : Contact us so we can help you with the procedure
However, in most cases it is :
Either a mail delay. This is why it is important to respect the deadlines. Do not forget that TCS does not advance money.
Or a billing balance. In this case, once you have the information to solve this problem, you may need to contact the collection agency directly.
11) I have an American insurance or Medicare.
And you would like to use it.
You have Medicare:
There is 3 types of coverages :
Medicare A: hospitals
Medicare B: doctors
Medicare AB: hospitals and doctors
This is the rule with your French Insurance / secondary insurance (mutuelle): If you have Medicare, it becomes your Primary Insurance (you need to use the Medicare network first). Do not forget to show your TCS card. Travel Care Services will become your Secondary Insurance. Thus, Travel Care Services will intervene after the Medicare’s payment (deductible, co-payment….).
You have an American insurance :
This is the rule with your French Insurance / secondary insurance (mutuelle): If you have an American insurance, it becomes your Primary Insurance (you need to use your American’s insurance network first). Do not forget to show your TCS card. Travel Care Services will become your Secondary Insurance.
12) I am in the milirary
In general, as a military on US soil you have access to TriCare for regular health services. This insurance covers outpatient care but does not cover hospital stays (hospitalization).
For any hospital stay (hospitalization) or for planned surgeries not covered by TriCare you must go to TCS’s network.
However, there could be exceptions, so we would appreciate an e-mail at tcserv@travelcareservices.com.
Important : the TriCare coverage could be different for the spouse or non-military dependent.
13) I need a proof of insurance, where do I ask?
You need to contact your French Insurance / secondary insurance (mutuelle) directly; even though TCS is your contact in the US, your French Insurance is the only one that can provide this document.
14) I am a 100% covered by my social security. Why should I pay this bill?
Because you are covered a 100% by your social security in France does not mean that it will be the same on US soil. Please check with your French Insurance / secondary insurance (mutuelle)
15) My chiropractor visit was not refunded. Why?
Your health care services are covered by the French Social Security System. If they don’t recognize that particular type of care, then, there is no refund.
For instance:
- During a pregnancy, only 3 ULTRASOUNDS are authorized.
(Should more be needed you will be requested to show medical proof)
- Chiropractor fees are not covered.
- Physical therapy requested by a chiropractor will not be covered.
- Implants as well as dental cleanings are not covered.
- Although, a visit to the psychologist is, sometimes, covered by an American insurance, it is not the case in France.
This is not an exhaustive list!!!
It is better to always check with your French Insurance / secondary insurance (mutuelle) and/or your Social Security.
16) My co-worker has been covered. Why not me?
First, are you sure you have the same coverage or insurance?
No. So, you need to check your contract, which, mot probably, is different from your co-worker’s (like car or home insurances… ).
Yes. In this case, the coverage was either refused or the medical care cannot be covered (physician not within network, outpatient care…).
17) You are telling me that I cannot be covered while my contract stipulates a refund.
No coverage does not mean NO REFUND. In the case of non-covered care, you will need to pay up front (either to TCS or directly to the doctor if not within the network) and get a refund from your French Insurance / secondary insurance (mutuelle).
18) I am covered. Why is TCS telling me about co-pay?
IMPORTANT : Medical fee coverage on US soil does not mean you will have nothing to pay. Your French Insurance / secondary insurance (mutuelle) as well as your Social Security center, can ask you for co-payment (which would be like hospital fees in France, but more expensive)
19) The pharmacy does not accept this insurance.
TCS does not intervene when it comes to medication.
However, you pay the pharmacy directly, and keep a copy of the prescription as well as a receipt of your payment. For a refund, you send it to your French Insurance / secondary insurance (mutuelle).
Exception in case of a more serious illness such as cancer, IVF, and other serious cases): Depending on your contract, TCS may be able to provide some medication directly to the doctor or to the establishment. However, we need to open a special file with your French Insurance / secondary insurance (mutuelle).
20) The doctor is within the network but I find the whole procedure overwhelming. Why don’t I pay him directly?
It is YOUR choice.
In this case, do not forget:
Should you pay directly; the doctor will refuse the PPO’s discount.
At your appointment, you have to have your social security paper filled out and you have to request your Insurance Claim’s Form for your refund. (It is the only valid paper accepted by american insurances and by your French Insurance / secondary insurance (mutuelle) )
You also lose any control established by TCS (checking the fees with the kind of care received).
Whereas TCS will:
Provide a discount on all the bills from a doctor within the network. (Up to a 50%).
Une réclamation possible, même après règlement de votre facture. (Bill Audit)
A possible reduction of your co-payment
A guarantee to receive, after payment, your Insurance Claim’s Form (only valid document accepted by american insurances and by your French Insurance). Document needed for refunds.
Medical follow up.