Can I call the call centre anytime?
Yes, Our Call centre and Live support channels are available 24 hours, 7 days a week to respond to your health needs. 02012801051/07080627051, +234 916 562 9569 and
Where do I send my complaints?
You send in your complaints by calling our 24/7 customer care team on 02012801051/07080627051 or chatting with us via the mobile app or Whatsapp or sending an e-mail to
How can I check the status of my reimbursement?
You can send your enquires to or via the Mobile App.
If I lose my card, what should I do?
Contact us via or call on 02012801051/07080627051 within 24 hours of the loss.
What is an Exclusion?
An exclusion is any service not covered under the benefits of a procured health plan. We however do offer services excluded at an affordable fee.
What do I need to process a reimbursement?
To process reimbursement for services provided outside the Leadway Health provider network, there must be pre-authorisation except in cases of an Emergency. You should contact the HMO within 72 hours, and provide below details within 1 week: • Comprehensive medical report from the attending doctor • Original invoices • Original receipt of payment • A completed reimbursement form
When will I have to make out of pocket payment?
An enrollee only pays out of pocket when the treatment is not covered under your plan type, or if you visit a hospital out of Leadway Health’s provider network without prior authorization.
Can I get reimbursed for prescribed medications purchased from a pharmacy not on Leadway health’s network?
No, you will not be reimbursed for medication purchased without approval. Leadway Health runs a Pharmacy benefit scheme in partnership with various pharmacies chains nationwide such as Healthplus, Medplus, Express pharmacy etc. Enrollees can call the customer care for assistance and visit the closest pharmacy to them to pick up their prescriptions.
Are there any restrictions as to how often a service can be performed?
Yes, there are some plan benefits that come with limit and same will apply depending on the plan type you are on. Some of these services on the Leadway health plan include Physiotherapy, Renal dialysis, Dental, Optical etc.
Can new hospitals not yet listed by Leadway be introduced to you?
Yes, we are open to expanding our network and will contract new health care providers who meet our credentialing standards.
