NEURON: GOT YOUR BACK

FAQ

SAADA & NEURON.

You can track the status of authorization requests sent from in-network provider from the time Neuron received until time of approval issued.

Some services don’t require authorization from insurance, hence no SMS will be sent to you.
If the medical services recommended for you require prior approval from your insurance, then you will be updated via SMS on the status of the request.

1) The registered Mobile Number is linked to all family members and one of them has obtained the service.
2) Provider has resubmitted a previously authorized request for revision after providing the required services.
3) Provider requested for authorization prior to service date based on treatment plan agreed on recommended by your treating doctor.
4) Mobile Number is incorrectly linked

Option 1: Online Update Check your online profile via Neuron Member Portal https://nonenayamember.neuron.ae/Home/Login

Option 2: Mobile App Update available for download through (Apple store: https://itunes.apple.com/us/app/saada-app/id1448861975?ls=1&mt=8 Or through Google Play Store: https://play.google.com/store/apps/details?id=com.saadaapp.android&hl=en )
Once downloaded you can follow below steps:

  1. Open SAADA App.
  2. Click on Neuron application icon on the home page. If Neuron App is not already downloaded and registered, follow these steps: (If you have a pre-registration please go to step C)
    1. When you click on the Neuron icon you will be automatically redirected to the download site, press the download button
    2. Open Neuron App.
    3. Click on Registration Icon
    4. Choose the preferred registration method via Neuron ID or Emirates ID and continue filling out the remaining data.
    5. Click on Register Icon
  3. Click on Member Data Update icon available on Neuron App Home page
  4. Fill required data in the Mobile No and Email box
  5. When finished, click the Update button
Make sure to update your contact details and mobile number in order to receive correct update on approval status of you and your family members
Please do not hesitate to reach out to our 24/7 customer service line (800-72232)for any concern or for further information.

You might receive:
1. Benefits update
2. Update on program information
3. Others

Second medical opinion referrals are usually requested in specified medical condition under SAADA protocol, as well as in complex medical scenarios were SAADA program requires recommendations as per best practiced medical guidelines about member’s medical condition.

Yes, it is mandated as SMO protocol aims always toward benefit of SAADA program member’s wellbeing.

- Arrangement of SMO will be provided to you through Neuron by scheduling an appointment with specialty doctor matching your medical condition.
- SMO listed doctors are specifically selected by SAADA program based on their skills and extensive clinical experience.
- Neuron Customer service representative will contact you and advise the Specialty, doctor, Hospital, Date & Time of the appointment. Therefore we highly recommend to keep your contact details updated at all time.

- Yes it is always recommended to adhere to scheduled appointment as cancellation or re-scheduling will cause delay may lead to further deterioration of medical condition.
- In case you are unable to attend the SMO due to unforeseen circumstances, please make sure to notify Neuron customer service team 24 hours prior to your scheduled appointment, so others can benefit from your available slot.

You will need to take all medical document available and along with your radiology CD which have images related to MRI,CT Scan, X-ray or Ultrasound and can provide important information related to your medical condition.

Prior authorization is required for specific medical services set under program for the purpose of monitoring; such as but not limited to inpatient services, dental services, maternity services, physiotherapy services, etc.

Response time will depend on the type of service and their complexity, however in case of emergency you can contact Neuron customer service toll free number (800-72232) for immediate assistance.

1. Option 1: SMS service is available to notify you on request time submission time from provider to Neuron and update you with second SMS on final status of the processed request from Neuron.
Hence please ensure that your registered mobile number is updated. (You can refer to SMS FAQ sector for further clarification on service)
2. Option 2: SAADA Mobile Application available for download through (Apple store: https://itunes.apple.com/us/app/saada-app/id1448861975?ls=1&mt=8 Or through Google Play Store: https://play.google.com/store/apps/details?id=com.saadaapp.android&hl=en )
Once downloaded you can follow below steps:

  1. Open SAADA App.
  2. Click on Neuron application icon on the home page. If Neuron App is not already downloaded and registered, follow these steps: (If you have a pre-registration please go to step C)
    1. When you click on the Neuron icon you will be automatically redirected to the download site, press the download button
    2. Open Neuron App.
    3. Click on Registration Icon
    4. Choose the preferred registration method via Neuron ID or Emirates ID and continue filling out the remaining data.
    5. Click on Register Icon
  3. Click on Approvals Icon
  4. You can select Request Date or Provider Name and click on Search to view Authorization records.
3.Option 3: Check with you provider (clinic, Hospital), as it is common protocol on provider end to update you once insurance authorization has been.
4.Option 4: contact Neuron customer service toll free number (800-72232) to obtain an update or assist you in any manner.

As long as you or your dependents are eligible to benefit from your governmental department scheme then none can be entitled to be included in SAADA program. As per for Dubai Health Insurance Law(16) 2013.
http://slc.dubai.gov.ae/ar/Documents/قرار المجلس التنفيذي رقم 16 لسنة 2013.pdf

If you are a Dubai citizen you can visit nearest kiosk and register with your emirates ID. (Location details available on http://saada.ae/ar/Home/EnrollmentCenter )