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Covid-19

Adeslas maintains service to its clients during coronavirus

Healthcare is guaranteed for all clients. Adeslas offers access to medical care for those displaying symptoms of a possible infection at centres associated with its healthcare pools, which are dealing with victims and following at all times the procedures laid down by the health authorities to treat possible sufferers. The private healthcare network is cooperating closely with the public healthcare sector and public health services in the different autonomous communities of Spain, in order to slow the spread of this illness (find out more here)

Clear up the most common doubts about COVID-19 here

WHAT IS NOVEL CORONAVIRUS?

Coronavirus is a large family of viruses that normally only attack animals. However, some can be transmitted from animals to people. The novel SARS-CoV-2 is a new kind of coronavirus that can affect people and was first detected in December 2019 in the city of Wuhan, in Hubei province in China. There are still many unanswered questions about the illness it causes: COVID-19.

WHAT ARE THE SYMPTOMS OF COVID-19?

The most common symptoms include fever, a cough and a feeling of lack of air. 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.

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 those aged over 60, with high blood pressure, diabetes, cardiovascular illnesses, chronic pulmonary disorders, cancer, immune deficiencies and pregnancy under the precautionary principle.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

HOW IS NOVEL CORONAVIRUS TRANSMITTED?

It is passed on by direct contact with the respiratory droplets emitted when the sufferer coughs or sneezes. 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

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 2 metres from other people.
  • Taking precautions with the surfaces most often touched and cleaning them regularly.
  • Wearing a face mask.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

DO I HAVE TO USE FACE MASKS TO PROTECT MYSELF?

Their use is obligatory on public transport and where it is not possible to keep the safe distance in the street, out of doors and in enclosed spaces for public use or open to the public.

It is obligatory for everybody aged 6 or older, 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.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

IS IT ADVISABLE TO TRAVEL?

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

While we are currently in the process of de-escalation, there may be unexpected restrictions on mobility as a result of emergency measures to control foci of contagion.

If you are obliged to travel, you are recommended to seek full information from official sources.

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

WHAT DO I HAVE TO DO IF I HAVE SYMPTOMS?

People who suddenly start to display any of the following respiratory symptoms: fever, cough and feeling of shortness of breath, must stay at home and telephone our Medical Guidance Service or the health services by calling the telephone number provided by the autonomous community in which they live, which can be found at telephone number set up in their autonomous region.

WHO IS TESTED FOR CORONAVIRUS?

All persons with a suspected SARS-CoV-2 infection will undergo a PCR test.

The aim of vigilance in the transition stage is the early detection of any case that may have an active infection.

Source: Ministerio de Sanidad, Consumo y Bienestar Social

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: