A Panel Hospital is a private medical facility that has signed a direct payment agreement with an insurance company or Takaful operator. When you are admitted to a hospital within this network, you can use cashless admission and do not need to pay the full eligible medical expenses upfront upon admission or discharge.
The core of cashless admission is the issuance and processing of the Guarantee Letter (GL):
Note: People often confuse Panel Clinic (for outpatient care, common in company group medical benefits) with Panel Hospital. Personal hospitalisation medical cards mainly cover inpatient treatment, major surgery, or day surgery at panel hospitals. Most personal medical cards do not allow direct outpatient use at general clinics.
The main benefits of going to a panel hospital are:
| Aspect | Panel Hospital | Non-Panel Hospital |
| Admission Deposit | Usually lower (approx. RM300–1,500; some may waive it) | Higher deposit required (often RM1,000–3,000+ or estimated full amount) |
| Guarantee Letter (GL) | Supports e-GL and cashless process | No GL support; no cashless admission |
| Discharge Settlement Time | Wait ~2–3 hours for Final GL review | Can leave after paying the bill; must claim later yourself |
| Excess Charge Risk | Protected by contracted rates; rare disputes | Strictly limited to “reasonable and customary” charges; excess must be paid by you |
| Claim Method | Hospital settles directly with insurer | Pay full amount first, then submit documents for reimbursement (“Pay and Claim”) |
Yes, you can claim at a non-panel hospital, but you cannot use cashless admission. You must use the Pay and Claim method.
Insurers will strictly review Reasonable and Customary Charges. They only reimburse based on the average market rate for the same treatment at similar hospitals in the same area. Any amount significantly above this will not be covered.
Emergency exception: In life-threatening situations (serious traffic accident, acute heart attack, severe stroke, heavy bleeding, etc.), go to the nearest hospital immediately. After stabilisation, you may request transfer to a panel hospital. Emergency treatment costs at non-panel hospitals are usually reimbursed after review of police or medical reports.
Panel networks are commercial partnerships between insurers (or Third Party Administrators) and private hospital groups. Major groups include KPJ Healthcare, IHH Healthcare (Pantai, Gleneagles), Sunway Medical Centre, Columbia Asia, and various independent specialist hospitals. Coverage varies by insurer. Some hospitals accept most major insurers; others are exclusive to specific companies. Some policies also have tier systems (e.g., Platinum/Gold) with benefits such as deposit-free admission.
Under Bank Negara Malaysia (BNM) Medical and Health Insurance/Takaful (MHIT) guidelines, co-payment features became mandatory from September 2024, and by 2026 co-payment and deductible mechanisms are widespread:
Use official channels for the most up-to-date list:
No. Prioritise the nearest hospital. After stabilisation, you may transfer to a panel hospital. Emergency costs at non-panel hospitals can usually be claimed later.
The hospital is preparing the itemised bill and waiting for the insurer to issue the Final GL. This verification process typically takes 2–3 hours.
Usually no. The fee for the Attending Physician’s Statement (typically RM60–150) is considered an administrative expense and is excluded under standard policy terms.
You may not get full cashless treatment. Hospital facility fees may be covered by GL, but the doctor’s fees might need to be paid first and claimed later. Always verify the doctor’s panel status at admission.
Family members can provide your MyKad number and the insurer’s name. The hospital can usually look up the policy. You can also show the digital medical card via the app. Even if registered as self-pay initially, you can convert to cashless within 24–48 hours by providing the medical card details.
Common reasons: co-payment or deductible under BNM rules, non-covered items (companion bed, visitor meals, personal phone charges, etc.), or choosing a higher-grade ward that exceeds your policy limit.
Yes. Agreements are reviewed periodically. Always check the latest list via the app or hotline before planned treatment.
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