AIA HEALTHSHIELD SUPPORT

Telemedicine is the remote diagnosis and treatment of patients using telecommunications devices i.e. a smartphone with camera.

Along with the rest of our healthcare solutions, such as AIA Quality Healthcare Partners (AQHP) and Medix, Whitecoat telemedicine allows us to provide primary care that is accessible and yet affordable to our customers. AQHP and Medix supports our healthcare solution with hospitalisation and post-hospitalisation services, forming a holistic healthcare solution for AIA HealthShield Gold Max customers.

Telemedicine is suitable for everyone who is seeking (i) treatment for non-emergency medical issues*; (ii) chronic conditions like hypertension, hyperlipidaemia and diabetes; or (iii) advice or a second opinion on a pre-existing condition.

*List of conditions as follows:
a. flu, cough, cold or sore throat;
b. fever, or headache;
c. diarrhea, constipation or vomiting;
d. rash, or cold sores;
e. conjunctivitis;
f. urinary tract infection;
g. dermatological conditions; and
h. other non-emergent medical issues

Yes, you will have to login via AIA Healthcare App in order for WhiteCoat to identify you as an AIA HealthShield customer to enjoy the consultation fee of S$12.

There are other costs like GST, medication cost and delivery cost.

No, you do not need to request for an appointment with WhiteCoat. WhiteCoat’s teleconsultation services are on-demand, with an average waiting time of less than 5 minutes.

We understand that customers who have serious medical conditions often feel uncertain about the best course of action, and face a lot of stress along the care journey. Through this service, we would like to help our customers get accurate diagnosis and select the best course of treatment, by providing them access to independent global expert medical advice, as well as on-going support throughout their medical journey.

Most second opinion services review medical reports and information to provide an independent diagnosis and recommended treatment plan. Following the second opinion, a patient is often left with questions, as well as the need to find the best doctor and hospital to administer the treatment.

With PMCM, the customer is never alone. This 24/7 service accompanies the customer at all times, throughout the journey of diagnosis, treatment, monitoring the treatment progress until recovery.

This service is exclusively available to our AIA Max VitalHealth A and existing AIA Max Essential A/A Saver policyholders, so they can receive support through their entire medical journey for serious medical conditions, with our compliments.

This optional service is provided complimentary for our AIA Max VitalHealth A and existing AIA Max Essential A/A Saver policyholders.

However, additional charges may apply as any tests, treatments, procedures, devices or medication recommended by Medix will be subject to the overall benefit limits of your AIA HealthShield Gold Max A, AIA Max VitalHealth A and AIA Max Essential A/A Saver policies and may not be covered

Please click here for the list of eligible medical conditions.

When you choose to use the Medix service, you will be required to sign the service acceptance form and confidentiality waiver form, as well as submit all relevant medical information and reports at hand. This approval will also allow Medix to obtain any missing medical reports from various sources.

AIA and Medix recognise the importance and sensitivity of such personal data, and will only share information that is required to accurately analyse the customer’s condition, and enable appropriate recommendations to be made.

Medix’s assessment of treatment is based on medical necessity. As Singapore has a highly developed healthcare system, Medix does not expect that there will be a need to refer patients abroad. However, Medix will consider recommending consultation or treatment abroad in the rare instances where there is a lack of local expertise in relevant fields.

Please note that the AIA HealthShield Gold Max A with AIA Max VitalHealth A and existing AIA Max Essential A/A Saver plans only cover emergency treatments abroad, subject to the overall benefit limits of the policies. Scheduled overseas treatment expenses will not be claimable.

AQHP specialists are selected based on their qualifications and experience to deliver quality affordable healthcare.

This partnership with Medix complements the AQHP, by providing patients with additional access to local and global expertise and ongoing support. Medix does not directly treat patients, but works in collaboration with the treating doctor to ensure that the best possible care is delivered. This enhances the ability of our panel to deliver quality care.

In such a situation, with the patient’s permission, Medix will discuss the case with the treating doctor and collectively agree upon the best course of action for the patient. At the end of the day, the decision on how to proceed with the suggested treatment plan is the patient’s.

The decision of treatment is always taken jointly with the patient’s treating doctor, together with the patient’s consent. It is important to note that Medix does not treat patients directly, nor prescribe medications, nor execute treatments or procedures. Hence, Medix would not be able to take on the responsibility of the treating doctor. However, Medix does have Professional Medical Liability Insurance and takes full responsibility for its medical recommendations.

Since Medix’s establishment in 2006, Medix is proud to share that there have been no cases in which an incorrect recommendation was made.

AIA Singapore is not involved in the recommendations that Medix provides as the intent is for Medix to provide independent medical advice.

It is a service where AIA approves coverage for a hospital admission and/or day surgery based on your policy coverage, benefit entitlement and medical information provided by your doctor prior to the actual event. This provides customers with peace of mind knowing that their planned procedure or admission will be reimbursed.

All AIA HealthShield Gold Max customers can submit an AIA HealthShield Pre-authorisation request for non-emergency hospital or surgical bill (including day surgery), before admission or surgery.

From 15 April 2020, AIA HealthShield Pre-authorisation is applicable for non-emergency hospital admissions and day surgeries in all private hospitals and ambulatory centres.

You will have to send in your request for pre-authorisation and ensure that your doctor completes and submits the e-form at least 3 working days prior to the planned surgeries or hospital admissions.

Once the AIA HealthShield Pre-authorisation request has been approved, we will issue you a Certificate of Pre-authorisation stating the approved amount for the specified medical diagnosis, treatment date and procedures. A copy of the Certificate of Pre-authorisation will also be provided to the admitting hospital.

We will call you if your pre-authorisation request is declined or partially approved and provide the reasons for rejection. We will also offer alternative solutions and assist you on your care journey.

If you are receiving care under a non-AQHP specialist, your eligible medical bill will be pro-rated by 85% if it is not supported by a Certificate of Pre-authorisation. This means that the eligible amount for the claim will be 85% of the total medical bill, subject to deductible and/or co-insurance (if applicable).  

There is no pro-ration of your medical bill if you:
a. were treated in a public hospital; or
b. were treated by an AIA Quality Healthcare Partner specialist; or
c. were treated by a non-AQHP specialist with a Certificate of Pre-authorisation; or
d. were admitted through the Accident & Emergency department in a hospital in Singapore; or
e. your claim was for any of the listed minor surgical procedures.

If you need assistance with Pre-authorisation activation, please call our 24/7 HealthShield hotline at 1800 248 8000.

AIA HealthShield Pre-authorisation is not applicable for emergency cases admitted through the hospital’s A&E department. In general, any direct admission through the Accident & Emergency department in a hospital in Singapore is considered an emergency and the 85% pro-ration factor will not apply. However, we reserve the right to impose pro-ration in cases where the A&E is abused for non-emergency admissions.

There is no need to apply for eLOG as the Certificate of Pre-authorisation also includes waiver of deposit at the point of admission. The hospital will only need to collect the deductible and co-insurance (if applicable) at the point of discharge and we will settle the rest of your medical directly with the hospital.

Note: Subject to acceptance of the Certificate of Pre-authorisation by the hospital.