asistensi

Everything you need to know to protect your loved ones

Frequently asked questions

About asistensi

01.What is asistensi?

asistensi is a digital health, emergency and immediate medical care company focused on supporting migrant Filipinos wherever they are, so that they can continue to care for their loved ones back home.

Our vision is for all people to have access to emergency medical coverage using the power of technology. To achieve this vision in the Philippines we have brought together the best healthcare companies in the country in our plans: Maxicare, Home Health Care Inc, Lifeline 16-911, Argonix and Hi-Precision Diagnostics.

We are a global health insurtech committed to the health of Filipinos.

asistensi is led by doctors specialised in health services with a high level of commitment focused on generating value and quality of life for our users. We have more than 17 years of experience working in caring for people's health and, during our trajectory, we have developed solid alliances in the region in order to provide the best insurance for medical emergencies with immediate medical attention for countries where migrant Filipinos reside.

Our HMO health plans are available today in Mexico, Dominican Republic, Honduras, Venezuela and in the Philippines.

We believe that health is a key element in the development of countries and we are working to bring it to the countries that need it most through the digitalisation of health protection plans and a platform that makes it easier for migrants to help their families.

asistensi is an international healthcare company that offers protection plans for medical emergencies so that Filipino migrants can ensure the protection of their family members in the Philippines.

The health plans marketed by asistensi are valid and in force within the territory of Philippines under the protection of Maxicare, the leading health insurance company in the Philippines.

We have the backing of recognised institutional investors who support our vision and mission and are investing in the long term of our plans. These include 468 Capital, a German technology fund; Alma Mundi Ventures, the leading insurtech fund in Europe; and Nazca, the leading fund in Mexico.

In addition, we have the support of the most prestigious and experienced insurance and health companies in all the countries where we operate. In the case of Philippines: Maxicare, Home Health Care Inc, Lifeline 16-911, Argonix and Hi-Precision Diagnostics.

To create a unique and incomparable product from which millions of Filipino migrants and their families will benefit, we have brought together the best companies in the health sector in the country to offer the best of these companies in a single plan: Maxicare, Home Health Care Inc, Lifeline 16-911, Argonix and Hi-Precision Diagnostics.

In asistensi we cover medical conditions of sudden and unexpected onset that have started within 72 hours and whose symptoms can be life-threatening, requiring immediate medical attention.

General health insurance includes other health aspects such as maternity (childbirth, caesarean section or abortion), slower onset diseases (greater than 72 hours of onset) and without immediate life-threatening or chronic diseases, elective/scheduled procedures, medical speciality consultations, diagnostic tests, transplants and drugs for chronic diseases (cancer treatment, etc.).

Thanks to our proprietary technology and innovative risk and claims intake model, we are able to include people traditionally excluded from insurance, improve the customer experience and deliver significant savings.

Unlike other insurers, asistensi allows enrolment of people up to 85 years of age and with pre-existing conditions such as diabetes and hypertension, which is a fundamental transformation in health plans, as today these people are generally excluded by the traditional market.

All this with a superior customer experience: they are able to channel any required medical care in less than 20 seconds and 90% of their emergency home medical care is attended in less than 45 minutes.

Benefits

For the Philippines, asistensi offers the following exclusive health services to all its covered members:

  • Telemedicine
  • Home Primary Care*.
  • Ambulance transfers*.
  • Laboratory tests*.
  • Medication delivery*.
  • Coverage for hospitalization and surgery*.
  • Extra services**: Access to the major hospitals.

* To make use of the service and coverage, you must first contact us by phone or through our App asistensi available for iOS and Android, so that one of our doctors can authorise the activation.

** Additional cost"

asistensi offers a personalised service of telephone and virtual medical consultations by video call with approved and certified doctors. These are general practitioners who will accompany and advise beneficiaries in all health situations they face.

The doctors who will kindly attend them are part of the team and have been recruited by asistensi.

That is the intention, to be able to care for the whole family, not just the beneficiary. No matter where the plan holder or policyholder is located, by simply downloading the asistensi APP available for iOS  and  Android, they can use the virtual family doctor service whenever they need it, receiving remote medical guidance with the sending of indications and medical reports. It is important to know that asistensi issues receipts in the country where it operates, so the receipts and indications may not have legal validity in the country from where you consult us.

With asistensi you will receive our benefits in the main cities of Philippines. asistensi is available in:

  • Metro Manila: Caloocan City, Las Pinas City, Makati City, Malabon City, Mandaluyong City, Manila, Marikina City, Muntinlupa City, Navotas City, Paranaque City, Pasay City, Pasig City, Pateros, Quezon City, San Juan City, Taguig City, Valenzuela City
  • Bulacan: San Jose Del Monte
  • Cavite: Bacoor
  • Laguna: San Pedro
  • Rizal: Cainta

We are comitted to delivering and fulfilling all the benefits offered to our customers. In order to do so, we have chosen key cities where migrant Filpino families reside to cater to that market whilst building out the other key cities in the provinces and other parts of the Philippines that will allow us to offer the highest quality standards in each of the places where we operate.

In the provinces and cities that are part of the initial coverage of asistensi you will find:

  • 1. Doctors certified to perform home primary care medical consultations;
  • 2. Paramedics and doctors trained to carry out transfers and outpatient care;
  • 3. Clinical laboratories for the execution of requested laboratory tests;
  • 4. Medication delivery when indicated by our doctors; and
  • 5. Recognised private health centres that do not require guarantee payments, deductibles, co-insurance.

Our commitment to you is to reach more provinces, cities and barangays without compromising our value proposition.

asistensi was designed for you to use all benefits when you need them. Therefore, you will have unlimited access to the following services: Telemedicine, home primary care, ambulance transfers and medication delivery. For laboratory tests asistensi offers a bundle of 2, 4 or 6 tests depending on the susbscribed plan.

For medical emergencies in health centres, we cover up to the amount of cover per policy, per year.

In accordance with the regulations in force in the Philippines and the legal provisions of the asistensi plan, the insurance company in the Philippines that provides and covers medical emergencies in health centres is Maxicare.

We are fortunate to have business partners of the calibre of Home Health Care Inc, Lifeline 16-911 and Argonix and others who will provide a high quality service aligned to the standards of excellence we promise our clients.

Thanks to the support of our partners, Lifeline and Argonix, we have first class mobile units, fully equipped and with qualified personnel to deal with risk situations. They allow us to reach the nearest health centres and hospitals (within the coverage network).

Inevitably there will be medical situations and conditions that require clinical analysis to help validate the initial diagnosis of the asistensi doctors. To this end, we provide our clients with pre-established* profiles and laboratory tests.

In addition, if required, we offer all our beneficiaries the reading of any laboratory study, whether or not it is a pre-established asistensi profile or test.

*Complete Blood Count (CBC), Urinalysis, Fecalysis, Creatinine, BUN, Fasting Blood Sugar (FBS), HbA1c, Lipid Profile, Uric Acid, Sodium, Potassium, Alkaline Phosphatase, SGPT, SGOT, Albumin, Dengue NS1, Dengue screening (IgM/ IgG), COVID-19 Antigen, COVID-19 RT-PCR

Inevitably there will be medical situations and conditions that require clinical analysis to help validate the initial diagnosis of the asistensi doctors. To this end, we provide our clients with pre-established* profiles and laboratory tests.

In addition, if required, we offer all our beneficiaries the reading of any laboratory study, whether or not it is a pre-established asistensi profile or test.

*Complete Blood Count (CBC), Urinalysis, Fecalysis, Creatinine, BUN, Fasting Blood Sugar (FBS), HbA1c, Lipid Profile, Uric Acid, Sodium, Potassium, Alkaline Phosphatase, SGPT, SGOT, Albumin, Dengue NS1, Dengue screening (IgM/ IgG), COVID-19 Antigen, COVID-19 RT-PCR

Don't worry, we'll take care of it! The request will be made by one of our doctors when you are attend our online private primary care physician or home primary care service. Only they will be able to instruct you to have the laboratory tests that are covered under your plan.

Once they have been indicated by our doctors, you can have them done in any of our network's laboratories.

We strongly believe in the medical model of the past, when doctors visited their patients at home. This is why we have doctors who will come to where you are (within the coverage area) to attend to your needs.

The medical team will be able to make a diagnosis at your home immediately and indicate treatment, including single-dose symptomatic medication.

The consultation will be activated according to the online private primary care physician. It will be defined whether you can receive outpatient treatment or whether you actually have to be transferred.

One calendar year from the date of confirmation of membership payment, provided that payments are honoured according to the selected payment method (monthly, quarterly, half-yearly or annual).

Of course! We have coverage for hospitalization and surgery in affiliated health centres and private hospitals. In order to access the same, we offer all Filipinos that subscribed our asistensi plans.

The insurance will cover the following expenses:

  • Hospitalization;
  • Medical treatment and fees;
  • Surgical intervention;
  • Laboratory studies,

This service is provided in any of the hospitals of Maxicare's network.

For your peace of mind, the insurance associated with the asistensi health plan is issued and covered by Maxicare.

Renewal of our plans and insurance is guaranteed for life. Of course, as long as the policy remains in force.

For the Philippines, asistensi offers the following exclusive health services to all its covered members:

  • Telemedicine
  • Home Primary Care*.
  • Ambulance transfers*.
  • Laboratory tests* - 2 tests.
  • Medication delivery*.
  • Coverage for hospitalization and surgery* - up to PHP 80,000.00.
  • Extra services**: Access to the major hospitals.

*To make use of the service and coverage, you must first contact us by phone or through our App asistensi available for iOS  and  Android, so that one of our doctors can authorise the activation.

** Additional cost".

For the Philippines, asistensi offers the following exclusive health services to all its covered members:

  • Telemedicine
  • Home Primary Care*.
  • Ambulance transfers*.
  • Laboratory tests* - 4 tests.
  • Medication delivery*.
  • Coverage for hospitalization and surgery* - up to PHP 150,000.00.
  • Extra services**: Access to the major hospitals.

*To make use of the service and coverage, you must first contact us by phone or through our App asistensi available for iOS  and  Android, so that one of our doctors can authorise the activation.

** Additional cost".

For the Philippines, asistensi offers the following exclusive health services to all its covered members:

  • Telemedicine
  • Home Primary Care*.
  • Ambulance transfers*.
  • Laboratory tests* - 4 tests.
  • Medication delivery*.
  • Coverage for hospitalization and surgery* - up to PHP 150,000.00.
  • Extra services**: Access to the major hospitals.

*To make use of the service and coverage, you must first contact us by phone or through our App asistensi available for iOS  and  Android, so that one of our doctors can authorise the activation.

** Additional cost".

asistensi is a digital health, emergency and immediate medical care company focused on supporting migrant Filipinos wherever they are, so that they can continue to care for their loved ones back home providing all around protection, no matter the distance.

Our vision is for all people to have access to emergency medical coverage using the power of technology. To achieve this vision in the Philippines we have brought together the best healthcare companies in the country in our plans: Maxicare, Home Health Care Inc, Lifeline 16-911, Argonix and Hi-Precision Diagnostics.

We are a global health company committed to the health of Filipinos around the world.

asistensi's digital medical consultations has two communication channels. The first, known as telephone medical consultation. The second, known as virtual medical consultation.

Telephone medical consultation will be available and can be provided 24 hours a day, 7 days a week.

Virtual medical consultation by video call and via the asistensi mobile application (APP) will be operational from 8:00 a.m. to 11:00 p.m. 7 days a week.

Additionals

The medication delivery service will allow you to receive up to 7 days of treatment prescribed by our doctors following a medical emergency. Our doctors will coordinate with you to pick up your medication from the pharmacy closest to you or to have it delivered to your home.

Our waiting times are very short. You will have access to your medication delivery, once your membership is confirmed, in as little as 15 days.

Waiting periods

Our waiting times are very short, because we are committed to taking care of you at all times. You will have access to our services, once your membership has been confirmed, in as little as:

  • 24 hours for:
    • Telemedicine
  • 15 days for:
    • Home primary care.
    • Ambulance for emergency transfers.
    • Coverage of hospitalization and emergency surgery in health centres.
    • Laboratory tests, previously prescribed by one of our doctors.
    • Medication delivery, previously prescribed by one of our doctors.
    • Access to the major hospitals.

If coverage for hospitalisation and emergency surgery is increased, new waiting periods would apply, but only for the additional amount of coverage that is increased. It would not apply to the existing amount of coverage for which waiting periods have already elapsed.

Pre-existence and good health

A pre-existing condition is a term that refers to a known illness, injury, or health condition that existed before someone enrolls in or begins receiving health or life insurance or plans. This includes illnesses such as heart disease, diabetes, cancer, and asthma.

The majority of these conditions are generally considered to be long term and/or chronic.

With asistensi, pre existing conditions are covered with our medical emergency protection plans.

An illness or health condition that presents symptoms of sudden and unexpected onset that have begun within 72 hours and whose symptoms may be life threatening and require immediate medical attention.

Persons with chronic illnesses are eligible for hospitalisation and emergency surgery in affiliated clinics.

asistensi is for everyone. If you suffer from a chronic illness and take your treatment to keep the illness under control, you will enjoy all our benefits. In addition, medical emergencies arising from any of these pre-existing conditions are covered for medical emergencies in health care facilities.

With asistensi you will be cared for regardless of your age and even if you suffer from a chronic illness that is under control, as you will receive unlimited telemedicine services, home primary care, ambulance transfers, medication delivery. Also you will benefit from 2, 4 or 6 laboratory tests depending on the subscribed plan.

In addition, you can enjoy coverage for medical emergencies in health centres, covered by Maxicare, if you are under 85 years of age.

Hospitalization and surgery coverage

Taking care of you and your family in the Philippines in case of medical emergencies is our mission.

We offer hospitalisation and surgery coverage for medical emergencies in private clinics affiliated to Maxicare, for up to PHP 300,000.00, per HMO health plan, per year.

To make use of the coverage, you must contact us by phone or through our asistensi App available for iOS  and  Android, so that one of our doctors can authorise the activation.

It's easy! All you have to do is contact us by phone or through our asistensi App available for iOS and Android and we will channel your case through our online primary health care service. If necessary, he/she will activate the transfer to a clinic for hospitalisation and/or emergency surgery while we authorise the activation of cover at the clinic.

If it is a serious emergency, such as a major accident, unconsciousness or chest pain suggestive of myocardial infarction, you can request an ambulance transfer to the affiliated clinic and our team will ensure that you receive professional medical care en route.

If you are unable to wait for the ambulance, you can transfer yourself to the affiliated clinic by your own means, contacting us on your way there to ensure that your cover for hospitalisation and/or surgery is active upon arrival.

At asistensi we want to take care of the health of all Filipinos.

You can contract our immediate medical care services regardless of your age and health condition, including pre-existing conditions.

Medical emergency coverage in health centres is covered by Maxicare and you can use any of the health centres in the network. You can check the available health centres here. Remember that, before presenting yourself, you must contact us through our App asistensi or Call Center, to receive medical guidance and for us to activate the necessary services.

The amount of coverage for emergencies is a total amount for pathologies, per year. In other words, you can use it multiple times for different emergencies up to the total covered amount by policy. All this with the aim of being able to take care of your health as often as you need us.

Of course you can! You can join and enjoy the benefits of asistensi even if you have another health insurance policy. The important aspect to keep in mind is that our policy must be the first one you use, otherwise you won't be able to use it. This is why you must first activate our policy through our asistensi APP or our Call Centre before activating your second policy, so that it can work in the context of the medical emergency.

Yes, in fact, many of our clients do. Just keep in mind that asistensi applies only to medical emergencies in the the Philippines.

You must use the asistensi plan policy for the emergency and then ask the other insurance company to use the amount covered by asistensi as a deductible.

To request the activation of the Maxicare coverage of your asistensi plan, it is essential that you contact us first through our asistensi App or our Call Centre and one of our online private primary care physician will provide you with attention and guidance. If so determined, our doctor will activate the services of home primary care, ambulance transfers, laboratory tests, medication delivery and coverage for hospitalisation and emergency medical surgery. If you do not contact us first, your coverage may be denied.

Unlike other insurers, asistensi allows enrolment of people up to 85 years of age.

The most important thing is your health and we have developed a comprehensive process that puts your wellbeing at the centre of the conversation. In order to give you the best possible care, please remember that in order to make use of certain services and hospitalisation cover, you must first contact us by phone or via our asistensi App available for iOS  and  Android, so that one of our doctors can authorise the activation.

The covered member will be responsible for paying 20% of the expenses arising from the event in case he/she goes directly to a hospital for medical care.

In cases of serious emergencies (e.g. accidents, unconsciousness, chest pain suggestive of myocardial infarction, etc.), the covered member may travel by their own means to the clinical centre, always calling asistensi beforehand. This is with the intention of receiving the best service at the clinical centre. This is in order to receive the best service in the clinical centre and to avoid the application of the 20% co-payment described in the previous paragraph.

Depending on the plan you choose, our coverage in Philippine peso (PHP) ranges from PHP 80,000.00 to PHP 300,000.00.

COVID-19

Of course! At asistensi we are committed to your health and that of your loved ones, that's why we offer coverage for COVID-19 through different levels of specialized care:

Coverage of COVID-19 RT-PCR or Antigen test, in case of hospitalization due to symptoms when there is suspicion of COVID-19, provided it is requested our physicians.

From the moment you have the first symptom, one of our doctors will monitor your case through our online private primary care physician service, giving you medical guidance by phone 24 hours a day, 7 days a week and, if necessary, our doctors will travel to where you are to give you home medical care

Remember that only one of our doctors can activate emergency cover, so as soon as you have the first symptom you should call us so that we can follow up your case and if necessary activate cover for hospitalisation and emergency surgery.

asistensi plans have coverage of COVID-19 RT-PCR or Antigen test, in case of hospitalization due to symptoms when there is suspicion of COVID-19, provided it is requested our physicians.

Yes, your plan includes medicines for the treatment of ambulatory pathologies that are also used to treat COVID-19 symptoms, such as: Acetaminophen, Ibuprofen, anti-allergies or antibiotics, as long as they are prescribed by our doctors. Depending on your case, this service also includes the following medications: steroids, antiplatelet agents, antibiotics, nebuliser medication and remdesivir, only if required.

Hiring and subscription

To find out how much you will be investing in your health, we suggest you go to the top of the website and make a quote. Within minutes you could be receiving the amount to pay, which will vary, depending on the payment frequency of your choice.

Very easy! The purchase and subscription is done 100% digitally and online through the website asistensi.com.ph. To complete the process, all you have to do is click on "Register now", follow the corresponding steps and fill in the requested information. Remember that subscription is immediate and doesn't requires answering medical admission questions. Finally, it will not be necessary to undergo any prior medical examination. The asistensi plan and can be purchased by anyone who complies with the established parameters of acceptance and affiliation imposed by asistensi and Maxicare.

Unfortunately, no. All asistensi plans and HMO contracts are handled as new business. The plan may be changed after one calendar year has elapsed.

There are a number of adjustments that we are happy to support you with. The following adjustments are permitted:

  • Cancellation due to death
  • Change of address of residence
  • Cancellation due to "leaving the country" or "going on a trip".
  • Correction of the insured person's data: Name and last name official ID number
  • Correction of insured person's data: Sex
  • Correction of insured person's data: Age

To make these changes, please contact: infoph@asistensi.com. Our team will request certain requirements and legal documentation in order to be able to make the changes.

The changes made can be viewed within the user's open account on the asistensi website and via its mobile application (APP).

Also, if requested, we can make the corresponding adjustments to the issued policy schedule. For this action we would need you to contact us via email:infoph@asistensi.com.

Very simple! One to three steps will be how long it takes to start recovering your health.

In case of any physical discomfort, you can contact us by phone at +63 2 8280 1066 from anywhere in the Philippines or by video call through our iOS  and/or  Android App.

When you call us, a certified doctor will perform a digital medical triage to determine the severity of your discomfort. For the same, he will present medical recommendations and, if needed, will proceed to schedule additional services.

Follow the medical indications and if you need extra help you can contact us again. We will always monitor the process and the medical situation.

Payments and collections

We offer a wide range of payment options for your asistensi plan.

We currently accept Zelle, Paypal, credit and/or debit cards, Cash via over-the-counter, e-Wallet and Online Banking.

You can pay monthly, quarterly, semiannually and annually.

asistensi customers have the opportunity to pay on an annual, semiannually, quarterly or monthly basis. The less frequently you pay, the more economical it is to purchase your asistensi plan.

By paying and choosing the "annual" payment method, you will have the opportunity to take care of your economy, as the total cost of the plan will be 10% lower than paying under the "monthly" payment method.

Of course! We understand that sometimes situations occur that are beyond our control. That is why we offer 30 days as a grace period in order to make subsequent payments. The customer will receive up to 3 notifications reminding them that their plan and insurance has not been paid. It is important to bear in mind that during this period the assistance plan will not be suspended but you will have to regularise your administrative situation in order to be able to apply for any of our services.

For all these cases and any doubts and comments regarding collections, we provide our clients with the following e-mail address:paymentsh@asistensi.com.

Of course! We accept payments in US Dollars (USD) and Philippine peso (PHP).

Before making your payment, please make sure you select your preferred currency. For any questions or clarifications please contact us at:infoph@asistensi.com

You read that right! You can make your foreign currency payments in cash even when you choose the monthly payment frequency.

The first payment of your asistensi plan and insurance must be made immediately at checkout or, if requested, through an asistensi sales advisor. Once this payment has been received and the customer has been informed, the waiting period for the use of all the benefits and services that asistensi has to offer will start to count down.

Additional questions

A medical emergency is a situation that is not obviously life-threatening and does not have serious consequences for the individual and therefore does not warrant medical attention on a sudden basis. The care of medical emergencies with asistensi should initially be carried out through the online private primary care physician and home health care services, where our medical team will decide whether or not it is necessary to transfer the patient to a clinic to activate the hospitalisation and emergency surgery coverage.

A medical emergency is a condition of a sudden and abrupt nature, manifested by acute and severe symptoms which require immediate attention, and which, if not attended to in a timely and medically necessary manner, may endanger the patient's life or the function of an organ. Emergency medical care with assistance is included in the coverage of hospitalisation and emergency surgery (with or without emergency ambulance transport).

Of course! According to multiple studies, analyses and our experience have shown that our coverage amounts are sufficient to cover 95% of medical emergencies..

We strive to serve you as quickly as possible, which is why our online private primary care physician service is immediate and available 24 hours a day, 7 days a week.

In cases of emergency, our ambulances are dispatched immediately, with an average response time of 30 minutes. Eighty per cent of cases requiring home medical care are attended to within 45 minutes of the call.

In order to have a smooth and transparent communication with all our beneficiaries and potential clients, we have a wide variety of communication channels and avenues available.

Our communication channels are as follows:

We are honoured by the consideration and interest! At asistensi we are always open to explore partnerships that add to the already attractive value proposition of our beneficiaries.

To open up communication and seek to engage in a business relationship, please write to infoph@asistensi.com.

Both the contracting party and the beneficiaries must download the app to enjoy the full benefits of assistance

To any family member you wish! It can be your parents, grandparents, children, spouse, in-laws, etc