In the event of close contact with a suspected or confirmed COVID-19 sufferer, you must contact the health services in your autonomous region. If you display symptoms and have a medical prescription, you can ask for an appointment at the laboratories designated to perform the test. For any other matters, you must call the Client Care Service.
Clear up the most common doubts about COVID-19 here
WHAT IS THE SARS-COV-2 CORONAVIRUS?
Coronaviruses are an extensive family of viruses that may cause infections in human beings and in a variety of animals. The new SARS-CoV-2 virus is a new type of coronavirus that affects human beings and is transmitted from person to person. As knowledge and the epidemiological situation extend, the recommendations are updated.
WHAT ARE THE SYMPTOMS OF COVID-19?
People with compatible clinical symptoms are deemed to be people with acute respiratory symptoms consisting of the sudden appearance in the last ten days of the following symptoms: cough, dyspnoea, sore throat or rhinorrhoea, with or without a fever. Other symptoms such as anosmia, ageusia, diarrhoea, thoracic pain or headaches, among others, may also be deemed to be signs of a SARS-CoV-2 infection, in line with clinical criteria.
Source: Ministry of Health, Consumer Affairs and Social Well-being
WHICH GROUPS ARE VULNERABLE?
Vulnerable groups are deemed to be those aged 60 or over, immunodeficient patients for intrinsic or extrinsic causes and pregnant women.
WHAT IS THE SITUATION IN SPAIN?
You can consult the updated situation by clicking here.
WHAT CAN I DO TO PROTECT MYSELF AND OTHERS?
The general individual protection measures with respect to respiratory diseases include::
- Frequent hand washing (washing with soap and water or alcoholic solutions)
- On coughing or sneezing, cover your mouth and nose with your bent elbow..
- Use disposable tissues, throwing them away after use and wash your hands immediately afterwards.
- Avoid touching your eyes, nose and mouth, since your hands facilitate transmission.
- Maintain a physical security distance of at least 1.5 metres from other people..
- Be careful with the surface areas that you touch most often and clean them frequently.
- Wear a mask in line with the instructions in force.
- Frequently air out closed spaces.
WHAT DO I HAVE TO DO IF I HAVE SYMPTOMS?
People with symptoms must take care and reduce social interaction as far as possible by constantly wearing a mask and correctly washing hands during the ten days following the commencement of symptoms. If you have any doubts as to whether you fulfil the criteria for the performance of a diagnostic test, please contact our medical advice service.
WHAT SHOULD I DO IF I KNOW SOMEONE THAT IS SUSPECTED TO HAVE OR HAS COVID-19?
Close contacts will only be identified in the areas considered to be vulnerable (healthcare centres, socio-health centres and day centres that provide healthcare assistance and other centres with institutionalised people.)
Close contacts will not have to quarantine. However, during the ten days following the last exposure, people must take care and reduce social interaction as far as possible by constantly wearing a mask and correctly washing hands. They must particularly take care to avoid contact with vulnerable people.
WHAT TESTS ARE TAKEN AT THIS TIME TO DIAGNOSE AN ACTIVE INFECTION?
There are currently two main tests to diagnose an active infection: a rapid antigen test and a ARN viral detection test through a RT-PCR test (or equivalent technique). In both cases, a cotton swab is used to take a sample of fluid from the nose or mouth.
DOES ADESLAS COVER MEDICAL ASSISTANCE FOR COVID 19?
SegurCaixa Adeslas provides coverage to diagnose a suspected case of COVID-19 and healthcare assistance for confirmed cases, with the limits, scope and healthcare network determined by the insurance policy.
IN WHICH CASES DOES ADESLAS COVER COVID-19 DIAGNOSTIC TESTS?
SegurCaixa Adeslas covers the SARS-CoV-2 diagnostic tests indicated and prescribed prior to certain surgery or hospitalisation, in line with the recommendations in force. In this case, it is not necessary to request authorisation from the company for SARS-Cov-2 tests- you can directly attend the agreed-upon laboratories with your health card and medical prescription.
If you must take the SARS-CoV-2 test since you are experiencing COVID-type symptoms and belong to a vulnerable group, SegurCaixa Adeslas covers the test and requires you to request authorisation from the company beforehand, so that it can perform a case-by-case assessment and issue the authorisation (if the coverage criteria are met).
In order for SegurCaixa Adeslas to carry out this assessment, the insured party must request the authorisation, providing the following documentation so that the company can review their case:
Medical prescription.
An in-depth medical report provided by the doctor prescribing the test, detailing the patient's symptoms, the test to be performed (for which the COVID-19 detection test is requested in advance) or the procedure to be carried out and which requires the performance of this detection test.
It is very easy to fill out an authorisation request online. Access your Customer area and in the left-hand side menu, click on Medical services > Authorisations.
In the remaining cases not covered by the healthcare insurance policies, SegurCaixa Adeslas offers the possibility of performing these tests at special prices at a selection of healthcare centres on all its insured parties that have taken out healthcare policies, so that they can learn if they have an active COVID-19 infection or not and/or detect antibodies before undertaking a trip, visiting their family, returning to work or for any other reason. Find out here
DOES ADESLAS COVER THE TESTS OF ASYMPTOMATIC CLOSE CONTACTS?
Tests for asymptomatic close contacts must be performed by the public health services of the different autonomous communities or employment health services to return to work. Within the framework of this responsibility, each autonomous community determines the criteria to be followed to perform the diagnostic tests for asymptomatic close contacts and is responsible for the performance of said tests in these cases.
Source: Ministry of Health, Consumer Affairs and Social Well-being
Additionally, in cases not covered by the healthcare insurance policies, SegurCaixa Adeslas offers the possibility of performing these tests at special prices at a selection of healthcare centres on all its insured parties that have taken out healthcare policies, so that they can learn if they have an active COVID- 19 infection or not and/or detect antibodies before undertaking a trip, visiting their family, returning to work or for any other reason. Find out here.
CAN I TAKE A COVID-19 TEST ALTHOUGH IT HAS NOT BEEN PRESCRIBED?
In cases not covered by the healthcare insurance policies, SegurCaixa Adeslas offers the possibility of performing these tests at special prices at a selection of healthcare centres on all its insured parties that have taken out healthcare policies, so that they can learn if they have an active COVID-19 infection or not and/or detect antibodies before undertaking a trip, visiting their family, returning to work or for any other reason. Find out here.
HOW CAN I FIND OUT ABOUT THE COVID-19 VACCINE?
COVID-19 vaccines are being managed by the Health Ministry and the health services of each autonomous community for the whole population.
You can access information in this regard on the Ministry’s web page and on that of your community. In the case of the mutual companies of civil servants, you can also access their respective pages.
HOW CAN I OBTAIN MY EU DIGITAL COVID CERTIFICATE?
To obtain the European Union COVID certificate, you must contact the health department in your autonomous community. From 1 July, this certificate will be issued in digital format or on paper by the competent authorities of each member State.
For further information please contact:
IT IS RECOMMENDED TO TRAVEL?
We recommend that prior to the trip, you are informed through official sources, since there could be mobility restrictions as a result of emergency measures to control sources of contagion.
Source: Ministry of Foreign Affairs, European Union and Cooperation
LINKS OF INTEREST
For further information, you can consult the following official sources:
If you still have any questions, we remind you of the new telephone number for medical guidance and health emergencies, exclusively for CaixaBank professionals and their families.
This service is operational 24 hours a day from Monday to Sunday for the duration of the health crisis:
Monitoring of patients with suspected or confirmed Coronavirus (COVID-19)
Home monitoring for COVID patients. Service aimed at patients identified as confirmed cases or with symptoms compatible with COVID-19 that are isolated at home.
You can access the service through your Adeslas branch, the customer services department or through our 24h emergency platform.
What does the health support telephone service involve?
It is a service aimed at patients with light symptoms that must be isolated at home, which will be monitored according to the protocol to assess the course of the disease and provide the necessary support.
COVID medical chat:
Therapeutic guidance according to the symptoms and specific case related with COVID.
Advice and protection measures for the patient and the people that live with them.
Information on non-contact processes connected with health insurance
You can use the private area of the website to carry out most processes related to health insurance quickly and efficiently. To do this, you must be registered and logged on using your ID or passport number and password
If you have not registered yet, you can do so using this link (remember to have your Adeslas Health Card number to hand).
HOW TO REGISTER FOR THE PRIVATE AREA
Registering is very easy: just click on this link and then follow the steps shown on the screen. Remember you need to have your Adeslas insurance card and ID handy. You'll only have to do this once.
FINDING A PROFESSIONAL IN THE MEDICAL POOL
Finding a professional or centre in the medical pool is very simple; just access the Adeslas Medical Pool and follow these steps:
- Select the address near to which you want to see the doctor
- Select the type of policy you have
- Select the type of pool you want to search (Health, Dental or Complementary Services)
- Select the speciality/test or treatment
- You can optionally include the name of the centre in the search
REMOTE MEDICAL VISIT (VIDEO-VISIT)
Adeslas is committed to carry on providing a response to your care needs. Because of this, and because in the current circumstances it's even more important, we've boosted our technological capacities so that the professionals in our medical pool can attend to you remotely via video-consultation and tele-consultation, without you having to leave home. Find out more.
ADESLAS ELECTRONIC PRESCRIPTION
The electronic prescription is an advance that speeds up the service, avoids unnecessary trips, and favors follow-up by the doctor.
With it, you can easily obtain in your email the prescription that a specialist has prescribed for you, which is why it is the perfect complement to the video consultations and telephone consultations that you carry out with your doctor.
REQUESTING ON-LINE AUTHORISATION FOR DIAGNOSTIC TESTS
Applying for authorisation is very easy. Once you are in the private area use the left-hand menu to access Medical Services > Authorisations (Servicios Médicos > Autorizaciones). There are two ways to apply for authorisation; you can choose whichever suits you better:
- By attaching a photograph: you can take a photograph of the referral the doctor gave you and attach it to the form shown in the authorisation section. Once we receive the application we will contact you.
- By filling in an on-line referral: this step is rather long, but you will find it faster for handling some authorisations as you can get authorisation directly without having to wait for an answer to your application
APPLYING FOR REFUND OF MEDICAL COSTS COVERED BY THE POLICY
To make a refund, go to your Customer Area and, in the left side menu, go to Receipts and Payments > Refunds. You just have to follow the steps that we show you on the screen and fill in the information that we request.
ACCESSING THE MEDICAL GUIDANCE AREA
Enter the private area and go to Medical services > Online Guidance (Servicios médicos > Orientación Online). In this section you can follow on-line queries you have already made, or you can create a new query. To create a new query, fill in the form and within 48 hours you will get a reply from a medical professional.
Below you are reminded of the contact telephone numbers at your disposal for processes and paperwork related to health insurance (if you have not been able to do this through the private area)