When an overseas insurer's wire arrives short

Identify the difference

Ask hospital finance for the amount and currency credited against the bill. Compare that with the insurer's approved amount and its bank transfer confirmation. Check for intermediary charges, currency conversion, an excluded item or a patient share before assuming the difference is a bank fee.

Agree who will resolve the balance

Share the payment reference with hospital finance and the insurer or its claims administrator. Ask who is responsible under the payment agreement and what the hospital accepts: a trace or correction, an insurer top-up or another documented arrangement. An insurer letter does not by itself confirm that the hospital has closed the bill. If you are asked to advance money, confirm reimbursement terms and how duplicate payment would be handled.

Prevent a repeat

Before a follow-up transfer, agree on the currency, amount the hospital needs to receive, charge allocation and payment reference. Ask the sending bank if it offers a full-amount service for this route; availability and terms vary. Obtain an updated statement or receipt once the hospital posts the payment.

Official sources

• Bank of China: incoming remittance processing
• Bank of China: full-amount remittance service example

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