FAQs

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These are extra services as part of a marketing campaign specifically created for the following plans: My Health Plus Extra (MHPE), My Health Plus (MHP), Supplemental Agreement for Health Insurance (HS) (Agency, BANCA, DM), Supplemental Agreement for Daily Medical Expense (HB), and Supplemental Agreement for Group Insurance (PA, DM).

No.  These extra services are applicable to customers holding specific Allianz Ayudhya’s insurance policies who have either been admitted to hospital for two nights or more, undergone a surgery, admitted to the I.C.U., or admitted to hospital due to heart disease, ischemic or hemorrhagic stroke, spinal disease, bone disease, bone fracture disease, or cancer.  Claims from these in-patients must have already been approved by Allianz Ayudhya.

When you had been admitted to hospital and are qualified for Nursing Care service, you will receive a SMS and AWP Services (Thailand) Co., Ltd. will contact you to notify you of the eligibility after you have been released from the hospital.

No.  Day case surgery is an operation using state-of-the-art technology, enabling patients to recover speedily and no hospitalization or extra care required.  Therefore, this kind of surgery is not eligible for these services.

No.  There appears to be a misunderstanding.  Please allow me to explain: The maximum number of times the Insured can use these combined services is no more than 14 days per one hospitalization.  Each service can be used once a day.

Alternative: After each hospitalization, you can use each service once a day for a maximum of 14 days.

It depends on the Insured’s symptoms and necessity as deemed appropriate by AWP (Thailand) Co., Ltd., who will consider plans for the Insured.  For example, the plan could be arranging for services by registered nurse or nurse’s aide as well as defining number of times the nurse or nurse’s aide will service the Insured.  Allianz Ayudhya is not involved in the plan consideration or arrangement.

Yes.  You can contact AWP Customer Service Center at Tel. 02-342-3278 to apply for continued services and arrange fee payment as agreed with AWP.

Service hours for each service provider must be between 7.00 – 19.00 hours only.

If the Insured does not live at his/her own home but stays regularly with relatives or elsewhere in Thailand, the service can be delivered at the Insured’s regular residence.

We can’t tell at this stage.

No.  Nursing care is extra service and is not part of the main benefits of the policy.

That’s correct.  However, there are some expenses that the Insured is responsible for.  These are:

1. Cost of medical equipment, e.g. vital signs monitor (pulse, blood pressure, temperature), crutch, wheelchair, and oxygen equipment. This also includes medical supplies, such as cotton swabs, bandages, syringe, and medicine.
2. Transportation fare to see the doctor as per appointment
3. Other expenses beyond those stated in table of benefits for Nursing Care services 

No, it cannot be administered else where.  This is because Nursing Care is extra service beyond hospital or clinic and will be administered only at the Insured’s residence in Thailand.

Yes, you can.

About AWP Services (Thailand) Co., Ltd. (AWP):  AWP is a part of Allianz Global Assitance Group (AGA Group) which was founded in France in 1974.  Originally, AGA Group provided travel assistance to travellers or globe trotters.  Later on, AGA Group has continuously extended its services to cover wider customers’ needs.  These extended services include medical assistance and nursing care services after hospitalization.

AWP is a leader in providing assistance services and its specialization covers both within Thailand and worldwide, offering 24-hour services such as heath care services, travel insurance services, or motor related services.

You can call AWP Customer Service at Tel. 02-342-3278

“One hospitalization” is shown in the table of “Nursing Care services after hospitalization” that the Insured has received previously.  It shows maximum number of times the Insured can receive services from service provider after each hospitalization, if that particular hospitalization is qualified for nursing care services.

“Expert Second Medical Opinion” is a service that Allianz Ayudhya Assurance Pcl. (“Allianz Ayudhya”) offers to holders of the insurance policies with conditions set by Allianz Ayudhya.  There is no expense incurred to the Insured for expert second medical opinion regarding the diagnosis or treatment plan.  The second opinion does not come from the doctor who is treating the Insured at that stage and is based on medical record and original diagnosis by the treating doctor.  This service will provide the Insured with a better understanding or his/her illness and can be used for consideration of the most appropriate treatment plan.

Allianz Ayudhya has appointed Advance Medical Co., Ltd., the world’s leading company with worldwide medical network and a team of over 50,000 veteran doctors and specialists, to be provider of this service to customers of Allianz Ayudhya. 

The Expert Second Medical Opinion service has been available to customers purchasing insurance through agents since 31 January 2019.  Customers eligible for this service must meet conditions set by Allianz Ayudhya.

Eligible persons must be customers of Allianz Ayhudhya with the following qualifications:

- Customers through agents Must be holders of the following main insurance policies or supplemental agreements

(Note to ACCC team: Please check customers’ ID number for eligibility as one customer may hold multiple policies and one of them may meet the service conditions.  If the customer holds multiple policies meeting the service conditions, please select the latest policy number for reference and further process.)

***Policy must still be valid (based on date of service request).  Customers should possess the original medical record as supporting document for the Expert Second Medical Opinion service.***

1. There are two channels for customers to request the service:

• Contact the 24-hour Allianz Customer Care Centre at Tel. 1373
• Send an e-mail stating your name – surname, contact number, and policy number (if able) to customercare@azay.co.th

2. Once the staff has verified that the customer is eligible for the service, the staff will ask for the name and e-mail address of service requestor to send application form.  The application form will be sent by e-mail within 24 hours of business hours* (For example, if a customer called to request the service on Saturday night, the outsource operator will take notes and coordinate with Allianz Ayudhya in the next business day which is Monday.  Therefore, the application form to request the Expert Second Medical Opinion service will be sent to customer by Monday.)

If customer has not received the e-mail, please notify Allianz Customer Care Centre via channels stated in Step 1 so that the customer service team can coordinate with relevant team (Product Management team).

3. Customer fills in the application form and send it by e-mail to Advance.Medical@azay.co.th A reply email will be sent to customer immediately.

Sample of reply email   

4. The case manager, a doctor in charge of the customer, from Advance Medical Co., Ltd. will contact customer within 24 hours of business hours* to ask information in details.  The case manager will be a Thai doctor capable of communicating in both Thai and English.

5. Once detailed information is received, the case manager will forward it to a specialist in relevant field in Advance Medical team for expert second medical opinion.

6. The specialist will then prepare a second opinion report and send back to case manager to forward and explain to customer for better understanding of his/her own illness and consideration for appropriate treatment plan.

**Duration for the specialist to prepare second opinion report (duration for Steps 5-6) varies from case to case, on average of 10 days.

The case manager who is the doctor taking care of that particular customer will contact the customer within 24 hours of business hours* after an e-mail has been sent to customer to acknowledge the application.

The Insured cannot transfer his/her eligibility to others, for this is an extra service offered especially to customers of Allianz Ayudhya.

This service has been available to customers who purchased policies through agents since 31 January 2018 and will be available until further notice from the company.

 

There is no limit on number of times as long as the insurance policy and the Expert Second Medical Opinion service are still valid.  Customers can seek another medical opinion for the same illness.  There are two channels for customers to contact regarding this matter:

1. For customers who had been taken care of by Advance Medical team, they would already have their case manager’s e-mail address.  They can e-mail their case manager directly.
2. Alternatively, they can send an e-mail to Allianz_Ayudhya@advance-medical.com, or
3. Customers can contact Allianz Customer Care Centre at Tel. 1373 for the company to coordinate the request for them.  Staff will take note of customer’s information (name, surname, policy number) and inform customer that Advance Medical will contact them back.

*** Customers’ information is confidential.  ACCC staff should not ask customers about their symptoms to avoid any legal issue that may occur later on.***

After that, send all information obtained to Advance Medical

Name: Teresa Kuo

E-mail: Allianz_Ayudhya@advance-medical.com

Or pass it on to Product Management team for coordination with Advance Medical

E-mail: ProductManagement@azay.co.th

Call: Thanyaporn (Oum) +662-305-7423 / Yolradee (Kook) +662-305-7587

No.  Customer can request the Expert Second Medical Opinion service right away, no need to wait until after the 30-day waiting period.  However, the customer must meet all conditions set for this service.

1. Customer can send his/her complaint by e-mail to voiceofcustomer@azay.co.th

• After that, the Customer Experience team will forward the complaint to Advance Medical
  Name: Teresa Kuo
  E-mail: Allianz_Ayudhya@advance-medical.com
• Or, forward the complaint to Allianz Ayudhya’s Product Management team to coordinate with Advance Medical.
  E-mail: ProductManagement@azay.co.th
  Call: Thanyaporn (Oum) +662-305-7423/ Yolradee (Kook) +662-305-7587

2. Customer can complain to Advance Medical directly by sending his/her complaint via e-mail to his/her case manager or Allianz_Ayudhya@advance-medical.com

 

There are two approaches for customer service staff to take:

1. For customer who had been taken care of by Advance Medical team, s/he would already have his/her case manager’s e-mail address.  S/he can e-mail his/her case manager directly.  Alternatively, s/he can send an e-mail to Allianz_Ayudhya@advance-medical.com, or
2. Customer can contact Allianz Customer Care Centre at Tel. 1373 for the company to coordinate for him/her.  Customer service staff is to take note of customer’s information (name, surname, policy number) and inform customer that Advance Medical will contact him/her back.

***Customers’ information is confidential.  ACCC staff should not ask customers about their symptoms to avoid any legal issue that may occur later on.***

After that, send all information obtained to Advance Medical

• Name: Teresa Kuo
  E-mail: Allianz_Ayudhya@advance-medical.com
• Or, forward the complaint to Allianz Ayudhya’s Product Management team to coordinate with Advance Medical.
  E-mail: ProductManagement@azay.co.th
  Call: Thanyaporn (Oum) +662-305-7423/ Yolradee (Kook) +662-305-7587

There’s no expense for this service.

There is no expense for customer to apply for this service.  However, this special service is offered only to customers of Allianz Ayudhya who meet all conditions set by the company.  The eligibility is not transferable to another person.)

The customer will be contacted and taken care of by a Thai doctor from Advance Medical Co., Ltd., referred to as the case manager.  The case manager will consider information provided in the application form, in conjunction with the original diagnosis provided by the customer and information the case manager gathered from customer via phone call.  All information will then be put together and forward to the specialist in Advance Medical team for second opinion.

Advance Medical will then send second opinion report back to the case manager to share and explain results to the customer.

Customer can utilize information from this report in addition to the original report from the treating doctor.  Please note that information on the expert second opinion report provides another view for options and does not supersede advice from the customer’s treating doctor.

Customers will be contacted and taken care of by experienced doctors only.  These doctors possess certification of international standard and are specialized in different fields.  They all are holders of license to practice medicine and can treat patients.

However, the Expert Second Medical Opinion service serves as additional information to the original diagnosis the customer received from treating doctor.  It does not supersede advice from the customer’s treating doctor and it is advised for customer to take the second opinion report to discuss with the treating doctor.

The Expert Second Medical Opinion service is provided by Advance Medical Co., Ltd.  The information obtained from the customer will be used to ask for specialist’s second medical opinion only.  Allianz Ayudhya is not involved in this process.  When the customer wishes to make a claim, s/he can follow the standard claiming process.

1.  
2. When the customer wants to better understand his/her illness after receiving diagnosis from the treating doctor.
3. When the customer has been diagnosed of critical illness, such as cancer or heart disease, and wishes to understand better and have more information about the illness and treatment plan.
4. When the customer has been advised to undergo a surgery and wants another opinion to make decision.
5. When the customer has received different diagnoses from multiple doctors.

1.  
2. Emergency case/crisis
3. Accident
4. Life-and-death situation, e.g. being in ICU with unstable/abnormal vital signs
5. General illness, e.g. influenza, fever, headache, occasional rashes.

This extra service is offered to customers holding health related products to show that Allianz Ayudya cares about them.  We try to offer good services that are in line with our products and meet customers’ needs.

• From the SMS sent to the eligible customers’ mobile phones in early February 2018
• From the communication sent to customers through agents and Allianz Ayudhya’s media, e.g. e-brochure, Line Official, Facebook, Healthy Living, My Allianz which has started from mid-February 2018 onwards.

Customers can make enquiries about this service from their agents or contact the 24-hour Allianz Customer Care Centre at Tel. 1373.

 

Advance Medical Co., Ltd. is the world’s leading company renowned for their specialization in health care services.  Founded in 1999, Advance Medical has medical network worldwide and a team of over 50,000 doctors and specialists.  The Expert Second Medical Opinion service has been provided to customers in over 190 countries throughout the world.  Each customer will have direct conversation with the doctor to consult about his/her illness and each case will be taken care of by a doctor/specialist in that particular field.

The application form can be sent by e-mail only.

The application form can be sent by e-mail only.

No, it does not.

Yes.  In the application form, there is a section to fill in proxy’s information in case the customer cannot follow the process him/herself.  The proxy should be the person familiar with the customer’s symptoms and able to provide required documents to the case manager.

Yes, except the following cases for which the Expert Second Medical Opinion service is not recommended:

1. Emergency case/crisis
2. Accident
3. Life-and-death situation, e.g. being in ICU with unstable/abnormal vital signs
4. General illness, e.g. influenza, fever, headache, occasional rashes.

**Customer should possess medical record or the original diagnosis from treating doctor as supporting document for the Expert Second Medical Opinion service.

It is a health-related service via Healthy Living application and website.  An online society for health-conscious people offering, at no cost, health related content, consultation with doctors via web board or Healthy Living Talk service (Telemedicine Service), activities for points collection and rewards redemption.  
For more details, check out Healthy Living Click here

Simply download Healthy Living application or register and connect with Healthy Living via My Allianz application or Line @Azayfan

Healthy Living Talk is an application-base service among other special telemedicine services from Healthy Living.  In conjunction with Chiiwii Borirak Co., Ltd., a leader in telemedicine, members can use Healthy Living account details to log in to Healthy Living Talk application and make appointments free of charge for health consultation with doctors and specialists.
For more information, please go to Healthy Living Talk Click here

There is no cost for this service and members can make 3 appointments/month/person

For more information on terms & conditions, instruction, and FAQ.

Healthy Forum is a Healthy Living application-base service in the form of a web board for members to post health related questions to doctors and specialists and receive replies within 24 hours.  Members can also share a review about their own experience on this web board.  Whereas Healthy Living Talk is an application to provide telemedicine service, allowing you to make an appointment to chat, make a call or video call with doctors through the application at no cost.