ES · CAT · EN

CLEAR UP YOUR

DOUBTS HERE

Covid-19

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 a large family of viruses that can infect humans and a variety of animals. SARS-CoV-2 is a new kind of coronavirus which affects humans and is passed on from person to person. There are still many unanswered questions about the virus and the illness it causes: COVID-19. As knowledge progresses, recommendations are updated.

WHAT ARE THE SYMPTOMS OF COVID-19?

The most common symptoms include fever, a cough and feeling short of breath. In some cases there may be a reduced sense of smell and taste, shivering, sore throat, aching muscles, headache, general weakness, diarrhoea or vomiting. Most cases are mild. There are also asymptomatic cases (displaying no symptoms).

In more serious cases, the infection can lead to pneumonia, serious breathing difficulty, kidney failure and even death. The most serious cases generally occur with people of advanced age or who suffer a chronic illness, such as heart or lung disorders or immunodeficiencies.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

WHAT ARE THE VULNERABLE GROUPS?

The main vulnerable groups are the over-60s and people diagnosed with high blood pressure, diabetes, cardiovascular illnesses, chronic lung disorders, cancer, immune deficiencies and pregnant women (under the precautionary principle).

Source: Ministerio de Sanidad, Consumo y Bienestar Social

HOW IS THE SARS-COV-2 CORONAVIRUS TRANSMITTED?

It is passed on by direct contact with the respiratory droplets emitted when a sufferer coughs, sneezes or talks. How contagious it is depends on the amount of the virus in the respiratory system. These droplets affect other people through the nose, eyes or mouth. They can also be infected if they touch their nose, eyes or mouth with their hands after touching surfaces contaminated with these droplets.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

WHAT IS THE SITUATION IN SPAIN?

The health authorities are monitoring the epidemiological situation constantly to determine the necessary measures of control appropriate to the situation at an early stage. The current situation can be consulted through this link.

IS THERE ANY TREATMENT FOR COVID-19?

No specific treatment exists, but in the cases mentioned use is being made of some antivirals and other medication that have shown a certain effectiveness according to some studies. There are, however, many therapeutic options to control the symptoms, so healthcare improves the prognosis. As it is an infection caused by a virus, antibiotics are NOT to be used as a means of prevention or treatment. However, patients with COVID-19 may possibly be given antibiotics on medical instructions because they might suffer coinfections caused by bacteria.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

WHAT CAN I DO TO PROTECT MY SELF AND protect OTHERS?

Generic individual protective measures against respiratory illnesses include:

  • Frequent washing of hands (washing with soap and water or alcohol-based solutions).
  • Covering the mouth and nose with a bent elbow when sneezing or coughing.
  • Using disposable handkerchiefs, throwing them away after use and washing one's hands immediately afterwards.
  • Avoiding touching the eyes, nose and mouth, as the hands make transmission easier.
  • Keeping a physical safe distance of at least 1.5 metres from other people.
  • Taking precautions with the surfaces most often touched and cleaning them regularly.
  • Wearing a face mask:
    • Their use is obligatory on public transport and in the street, out of doors and in enclosed spaces for public use or open to the public, subject to the regulations in each Autonomous Region.
    • This is obligatory for everybody over 6 years old, with the following exceptions: respiratory difficulty that might be aggravated by wearing a face mask, duly justified health reasons that contraindicate its use, people with a disability or dependence that involves behavioural effects that mean it is not viable to wear a mask, or in activities incompatible with wearing a mask or due to force majeure or necessity.
  • Prioritise the use of open-air places.
  • Ventilate enclosed spaces frequently.
  • If a person displays symptoms, they must isolate themselves in a room and follow the recommendations in the section What do I have to do if I have symptoms?

Source: Ministerio de Sanidad, Consumo y Bienestar Social

WHAT DO I HAVE TO DO IF I HAVE SYMPTOMS?

People in whom any of the compatible respiratory symptoms suddenly appear – fever, cough and a feeling of lack of air – must stay at home and telephone our Medical Guidance Service. If you are suspected of having COVID-19, you will be told what steps to take in accordance with the protocols laid down by the Ministry of Health or your autonomous region.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

WHAT SHOULD I DO IF I KNOW SOMEBODY WITH OR SUSPECTED TO HAVE COVID-19?

If you have been in close contact with someone suspected or confirmed to have COVID-19, the health service in your Autonomous Region will contact you. Close contact is considered to include anybody who has been in contact with a person with probable symptoms or diagnosed with COVID-19 from 48 hours before the symptoms appeared or before diagnosis if the person is asymptomatic.

For the contact to be considered close, you must have provided care or been in the same place as the sick person at a distance of less than 2 metres for more than 15 minutes, without suitable protective measures.

You must go into quarantine at home for 10 days from last contact. Quarantine at home consists of staying at home, preferably in a single room, for 10 days from last contact and not going out unless it is essential (e.g. for healthcare). During this time, and then for a further 4 days if required, you must watch for the appearance of symptoms. You must take preventive measures, leave your room as little as possible and avoid contact with the people you live with. If you leave the room you must wear a surgical mask.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

WHAT TESTS ARE CURRENTLY CARRIED OUT TO DIAGNOSE AN ACTIVE INFECTION?

At this time there are two main tests to detect an active infection: a rapid antigen detection test and a viral RNA detection test using RT-PCR (or a similar technique). In both cases a swab is used to take a sample of fluid from the nose or throat.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

DOES ADESLAS COVER MEDICAL CARE FOR COVID 19?

SegurCaixa Adeslas covers diagnosis in the case of a clinical suspicion of COVID 19 as well as healthcare for confirmed cases, with the limits, scope and care network specified in the policy.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

IN WHAT CASES DOES ADESLAS COVER COVID 19 DIAGNOSTIC TESTS?

SegurCaixa Adeslas covers testing to detect active infection (PCR and antigen test) for all insured parties who display symptoms that are suspicious or compatible with the illness, have been assessed by a doctor and present the pertinent prescription. SegurCaixa Adeslas also covers testing to diagnose SARS-CoV-2 indicated and prescribed before carrying out certain diagnostic tests or some surgical operations in line with current recommendations.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

Additionally, SegurCaixa Adeslas offers all its clients insured for healthcare the option of taking these tests for reduced prices at a selection of centres, so that they can find out quickly if they have the illness before travelling, visiting the family or returning to work. Find out more here.

DOES ADESLAS COVER TESTS IN THE CASE OF ASYMPTOMATIC CLOSE CONTACT?

Testing as part of epidemiological monitoring of close asymptomatic contacts is the responsibility of the public health services in the different autonomous regions, or of the industrial health services in the case of people about to return to work. Within the framework of this responsibility, each autonomous region determines the criteria to be followed in conducting diagnostic testing of asymptomatic close contacts and is responsible for carrying out the tests in these cases.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

Additionally, SegurCaixa Adeslas offers all its clients insured for healthcare the option of taking these tests for reduced prices at a selection of centres, so that they can find out quickly if they have the illness before travelling, visiting the family or returning to work. Find out more here.

CAN I HAVE A DIAGNOSTIC TEST FOR COVID-19 EVEN IF IT HAS NOT BEEN PRESCRIBED FOR ME?

Now, as part of the "Adeslas is More" services, Adeslas offers you the option of taking a test to detect COVID-19 at a reduced price so that you can find out quickly if you have the illness before travelling, visiting the family or returning to work. Find out more here.

IS TRAVEL RECOMMENDED?

The COVID-19 emergency means maximum caution must be applied in trips, which can only be made in the cases determined by current regulations.

If you are obliged to travel, you are recommended to seek full information from official sources before travelling as there may be unexpected restrictions on mobility as a result of emergency measures to control foci of contagion.

Source: Ministerio de Asuntos Exteriores, Unión Europea y de Cooperación

Covid-19 MEDICAL ADVICE CHAT
Adeslas places at your disposal this new medical Guidance Service via chat, to offer you information and advice in the event of any symptoms associated with Covid-19 and about doubts regarding the illness or its development. To use this service you must first be registered in the Client Area Find out more.
USEFUL LINKS

If you still have any doubts, you are reminded of the contact telephone numbers available for medical guidance and emergencies:

Monitoring of patients with suspected or confirmed Coronavirus (COVID-19)

Service aimed at patients identified as confirmed cases or with symptoms compatible with COVID-19 who are isolated at home.

You can access the service through your Adeslas office, the client care line and our 24h emergency platform.

What does the telephone support service consist of?
It is a service aimed at patients with mild symptoms who have to be isolated at home, for whom a monitoring procedure will be followed to assess the progress of the illness and give them the support they need.

  • Medical criterion and care approach depending on the symptoms in each case.
  • Advice and measures to protect the patient and the people who live with them.
  • Assistance and support for people who are alone or in highly vulnerable circumstances due to their age or other factors determining their situation.

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.
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

Access your private area and on the left-hand side of the menu, click on Receipts and payments > Refunds (Recibos y Pagos > Reembolsos).

Have the invoices close at hand! Before requesting the refund, ensure that you have all the required documentation to hand.

It is essential to detail the following items in the invoice or copy.

  • Tax ID No. of the issuer of the invoice
  • Invoice no.
  • Invoice date
  • Name or surname (or company name) of the individual or legal entity issuing the invoice.
  • Address and telephone number
  • Member no.
  • Detailed breakdown of the healthcare items billed (type of medical procedure and date performed)

Step by step to request a refund

  • Select the type of service provided and then the documentation language
  • Chose the insured party for whom the refund is requested
  • In Personal Details, fill in the obligatory fields that appear empty
  • Choose whether you wish to receive the refund in your bank account. If so, indicate the name of the account holder and the IBAN
  • Fill in the invoice details
  • Scan the invoice and upload it by clicking on the first button “Attach file”. Click on the second button to upload the updated medical prescription.
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.

MANAGING THE POLICY AND PERSONAL DATA

Within the private area, go to Your insurance policies (Tus seguros). A menu will appear in which you can consult any insurance you have, change the details or ask for a replacement card.

INFORMATION ABOUT BILLS AND COPAYMENTS

In the privade area

  • Copayments: you can consult your copayment bills here
  • Bill status: here

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)

Information for mutual society members

If you are insured by Adeslas, on the mutual society website you will find full information about the cover and benefits of your health service.

Adeslas Emergency Coordination Centre for Mutual society Members: 900 32 22 37

Information for insured parties abroad

Travel medical care

If you are abroad and need medical care you must call the SOS ASSISTANCE service number, shown on the back of the Adeslas card, which is the following:

SOS Assistance line +34 91 745 32 80

Expatriates

If you are insured with the Adeslas Expats product you can use the following means of contact and information: