Frequently asked questions
Quick answers about approvals, your card, the network and refunds.
Medical approvals
How do I request a pre-approval?
In the Smart app, open "Request approval", choose the service and provider, and upload the prescription or report. Or use the "Request approval" page on the site. You can follow the request live.
How long does an approval take?
Most approvals are answered the same day, and the app notifies you as soon as the status changes. Cases that need extra medical review can take longer.
Which services need a pre-approval?
Surgery, CT and MRI scans, some lab tests and medicines, and physiotherapy. Your programme details are under "Benefits" in the app.
Do emergencies need an approval?
No. Emergencies need no pre-approval. Go to the nearest network hospital with your card; the 16261 hotline is open 24/7.
My approval was rejected. What now?
The reason is shown in the approval details in the app. You can upload more documents or call 16261 for a review.
Your card and the network
Where is my medical card?
Your e-card is in the Smart app and the members portal on this site. Show it to the provider with your national ID instead of the printed card.
How do I find a hospital or pharmacy in the network?
On the "Medical network" page or in the app: search by name, governorate or speciality, or use "Nearest to me".
What if a provider refuses my card?
Call the 16261 hotline from the provider and our team will contact them right away.
Refunds and your account
How do I get a refund?
In the app: "Request refund", upload the invoice, prescription and report. Follow it under "Refund list".
I forgot my password
On the login screen choose "Forgot password" and follow the steps, or log in with your mobile number.
How do I add family members?
Beneficiaries on your programme appear under "Beneficiaries" in the app, where you can manage each account.
Still need help?