Case Management Service is a comprehensive virtual health advisory service by a dedicated Physician Case Manager to obtain medical opinions from global specialists.

Physician Case Manager is a person who will contact the eligible member by phone or email to provide guidance at every step of the customer’s medical journey.

If the customer has a serious medical condition and wants to know further related to his/her diagnosis or treatment plan options that have been obtained previously. Case Management Service will help accompany customer in obtaining medical opinions, explanations of diagnoses, recommendations and assist on making appointments with the recommended doctor. Case Management Service also provides ongoing consultation until the end of treatment.

Teladoc Health, Inc is the service provider for Case Management Service. Teladoc Health is a global virtual care leader in telehealth services with over 25 years in business serving millions of customers in Asia and around the world.

• Applicants/service user policy must be inforce;
• Service User must have had previous medical inquiries and consultations with at least one medical practitioner, with a prior diagnosis and in need of second medical opinion from other medical practitioner;
• Service User has done a medical check up and has the official medical history.

We understand that customers who have serious medical conditions often feel uncertain and doubt regarding treatment options and the appropriate course of action to take. Through this service, Prudential would like to help customer get a second opinion on the medical condition faced and choosing the appropriate treatment, so that the customer can discuss with the treating doctor and receive continuous support throughout their medical journey.

Most second opinion services review medical reports and information to provide an independent diagnosis and recommended treatment plan. After getting a second opinion, customers often still have questions, and need to find the suitable doctor to carry out the treatment.

Case Management Service not only provides a second opinion but also assistance. With this service, the team led by the Physician Case Manager supports customer throughout his/her medical journey, from independent medical reports with second opinions from global experts, to referrals and doctor’s appointments for appropriate treatment, explanations to customer regarding medical reports issued, as well as follow-up according to the medical needs of customer.

Case Management Service is available exclusively for Prudential Assurance Malaysia Berhad who have active insurance plan (Inforce) for selective Medical Booster and Critical Illness products.

No, you do not need to pay any additional fee to use the Case Management Service. You can use Case Management Service as many as you want as long as the policy is inforced.

Prudential’s customers who have active insurance plan (Inforce) for selective Medical Booster and Critical Illness products are automatically eligible for the Case Management. If the customer wishes to use Case Management Service, they will need to complete the enrolment portal at https://prumy.teladochealthasia.com/pamb .

Once enrolment is completed and if the customer is confirmed to be eligible for this service, Physician Case Manager will then contact the eligible member via phone or email and provide guidance at every step of his/her medical journey.

For further questions regarding information about this service, eligible member can contact Teladoc Health via hotline/ WhatsApp at 03 – 7890 7036 and e-mail at pamb@teladochealth.com . Our service hours shall be Monday to Sunday from 9am to 9pm (except Malaysia public holidays).

As an information security policy and to protect customer privacy so that personal data is not exposed, registration cannot be done through Case Management hotline. Customer can only do the enrolment through enrolment portal or email.

Please refer to the list of eligible medical conditions at the end of the document.

When you choose to use Case Management Service, you will be required to provide your consent and agree to the terms of Case Management Service for medical record collection via secure channels.

Prudential and Teladoc Health recognize the importance and sensitivity of such personal data and will only share information that is required to accurately analyse the customer’s condition and enable appropriate recommendations to be made.

The assessment of treatment is based on medical necessity. Generally, you will be referred to available treatment locally, based on expertise in relevant fields.

Please note that if you decide to proceed with the treatment plan as recommended by Teladoc Health, the cost of medical treatment may or may not be covered by Policy with Prudential Assurance Malaysia Berhad. Customers are advised to confirm your policy coverage with Prudential before performing the treatment.

It is natural that medical opinions from different doctors can vary. Teladoc Health provides an independent opinion with the purpose of helping Service Users to make an informed decision. Service User is encouraged to discuss the Teladoc Health report with his/her treating doctor. Teladoc Health does not directly treat patients or prescribe medication. Service User shall make treatment decisions in consultation with his/her treating doctor. The ultimate aim is to empower Service Users to make the best decision for their health.

Yes. If customer agrees to the referral, Teladoc Health will assist on making an appointment with doctor at the earliest convenience, and customer will receive the appointment confirmation within 3 business days on average.