Why does it take weeks to be reimbursed by the CNS?

In Luxembourg, residents typically visit a doctor, pay, send the bill to the National Health Fund (CNS), and receive a significant portion of the bill reimbursed. This system contrasts with practices in other countries, notably the US.
However, reimbursements from the CNS often take several weeks, leaving patients waiting for their money. This delay is particularly burdensome for low-income households, where a €150 specialist visit represents a substantial expense.

Two, five, or ten weeks?

As the CNS points out in its response to a recent parliamentary question, the average reimbursement time for medical bills in 2024 is expected to be 46 days, or about six weeks. This marks an improvement from previous years.

This average reflects the period between the arrival of the invoice at the CNS and the issuance of the reimbursement.

Initially, the bill arrives by post, is sorted, and then directed to the appropriate department. The processing method may vary depending on the type of bill.

"Some invoices can be scanned directly and processed using an optical reader. For other invoices, this is not possible and must be done manually," explains the Ministry of Health and Social Security.

Small details can also cause delays, such as using highlighters or staples on invoices. The CNS offers several recommendations to facilitate smoother processing by staff and scanners.

A lot of work, not enough staff

Another factor contributing to the delayed reimbursements is the workload at the CNS. The CNS processes an average of 19,800 reimbursements daily. In 2023, this average was 19,000 per day, up from 18,400 in 2022, indicating a steady increase in daily reimbursements over the past three years.

Adding to the challenge is the issue of understaffing at the CNS. Recently, it was announced that temporary staff would be hired to address the backlog.

Do you need the money urgently?

For those who cannot wait weeks for a refund, there is the option of getting reimbursed directly at a CNS counter. However, since the beginning of May, counter visits require an appointment. Some branches offer next-day appointments. You can make an appointment here.

Additionally, an increasing number of doctors are adopting the new Direct Immediate Payment (PID) system. Currently available at over 250 doctors, this system allows patients to pay only their share of medical costs during a consultation, thus avoiding long delays in reimbursement.