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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, cough and a feeling of being short of breath. In some cases there may also be digestive symptoms, such as diarrhoea and abdominal pains. Most cases cause mild symptoms. In more serious cases, the infection can cause pneumonia, serious breathing difficulty, kidney failure and even death. The most serious cases generally occur in people of advanced age or who suffer a chronic illness, such as heart and lung disorders or immune deficiencies.

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.

HOW IS NOVEL CORONAVIRUS TRANSMITTED?

Transmission seems to be by contact with the respiratory secretions caused by a person with the illness coughing or sneezing. How contagious it is depends on the quantity of the virus in the respiratory system. These secretions affect another person if they come into contact with their nose, eyes or mouth. Airborne transmission seems unlikely at distances of more than two metres.

IS THERE ANY TREATMENT FOR COVID-19?

There is no specific treatment, but use is being made of some antivirals that have shown a certain effectiveness in recent studies. There are, however, many treatments to control the symptoms, for which reason healthcare improves the prognosis. As it is a viral infection, antibiotics should not be used as a means of prevention or treatment.

WHAT CAN I DO TO PROTECT MYSELF?

Generic individual protective measures against respiratory illnesses include:

  • Washing your hands (washing with soap and water or alcohol-based solutions) often, especially after direct contact with sick people or their surroundings.
  • Social distancing (you are advised to stay at least one metre from other people)
  • Covering your mouth and nose with a bent elbow to toss or sneeze.
  • Using disposable tissues and throwing them away immediately.
  • Avoiding close contact (by keeping a distance of about one metre) with other people if they display respiratory symptoms.
  • Avoiding touching your eyes, nose and mouth, as hands aid transmission.

Precautions with animals: when taking them out for a walk in the street, the parts in contact with the street must be disinfected when you get home.

DO I HAVE TO USE FACE MASKS TO PROTECT MYSELF?

The healthy population in general does not need to use masks. Masks help to prevent transmission of the virus if those suffering from it wear them.

You are advised to wear masks to avoid infecting others (for asymptomatic people) in places where several people may coincide (such as public transport or at work if there is no distancing).

Healthcare staff will advise the use of masks in situations where they consider it necessary in each case.

Unnecessary use of masks at this time may lead to shortages in situations where they are required.

IS IT ADVISABLE TO TRAVEL?

Travelling is currently not recommended unless it is strictly necessary.

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?
  • People with an acute respiratory infection fulfilling criteria for admission to hospital:

    Like this we ensure that transmission in hospitals is avoided.

  • People with an acute respiratory infection who are:

    • Healthcare staff
    • Social care staff
    • Personnel working in other essential services

    Like this we guarantee essential services, protect vulnerable groups and control transmission of the virus.

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

You can also request authorisation on-line by sending an email to the address autorizacion@adeslas.es with the name of the person insured, their ID number and Adeslas Health Card number, and attaching a photo of the doctor's note.

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: