Expert Medical Opinion Service is a comprehensive virtual health advisory service that helps you obtain medical opinions from global specialists.

Physician Case Manager is a person who will contact the eligible member by phone or email to guide you through every step of your medical journey.

If you have a serious medical condition and want to know further related to your diagnosis or treatment plan options that have been obtained previously. Expert Medical Opinion Service will help accompany you in obtaining medical opinions, explanations of diagnoses, and recommendations.

Please refer to the list of applicable and inapplicable scenarios below:

Applicable Scenarios

Eligible members diagnosed with a medical condition and seeking support in medical decision making:

• Wish to seek a second opinion regarding their medical diagnosis and treatment options
• Want to better understand their medical condition
• Want to seek learn about treatment alternatives
• Need to make a critical medical decision and would like support

Inapplicable Scenarios

Eligible members diagnosed with one of the following are not eligible for the Service:

• Immediate medical emergencies, accidents, or urgent life threatening situations (e.g. ICU admission).
• Simple, self limiting conditions and common minor illnesses (e.g. occasional cold, flu, fever, or mild rash without complications).
• Routine long term management of stable chronic diseases (e.g. chronic hepatitis, diabetes, high blood pressure, high cholesterol), unless there are significant complications, diagnostic uncertainty, or major treatment decisions to be made.
• All mental health concerns.

Notes:

To qualify for the service, the eligible member must have had previous medical inquiries and consultations with at least one medical practitioner, with a prior diagnosis (including relevant investigations), in a field related to the medical problem.

The tests, treatments, procedures, devices or medication recommended may or may not be covered by policy/ certificate with Zurich Life Insurance Malaysia Berhad (ZLIMB) or Zurich Takaful Malaysia Berhad (ZTMB). Eligible members are advised to confirm the policy/ certificate coverage with ZLIMB or ZTMB before undergoing any services.

Teladoc Health, Inc is the service provider for Expert Medical Opinion Service. Teladoc Health is a global virtual care leader with over 27 years in business serving millions of customers around the world.

• You have an eligible in-forced policy/ certificate with ZLIMB or ZTMB;
• You have already consulted at least one medical practitioner and received a prior diagnosis and in need of second medical opinion from another medical practitioner;
• You have done a medical checkup and have the official medical history that can be submitted to Teladoc Health for further consultation.

We understand that facing serious medical conditions can be overwhelming and raise doubts regarding treatment options and the appropriate course of action to take. Through this service, Zurich would like to help you to get a second opinion on the medical condition faced and choose the appropriate treatment, so that you can discuss with the treating doctor on the next steps.

Expert Medical Opinion Service is available exclusively for customers who have an eligible in-forced insurance or family takaful plan with ZLIMB or ZTMB.

No, eligible members do not need to pay any additional fee to use the Expert Medical Opinion Service. You can use Expert Medical Opinion Service as often as needed, as long as your policy/ certificate is in-forced and the medical condition meets the eligible criteria.

If you have an eligible in-forced insurance or family takaful plan, you are automatically qualified for the service. If you wish to use Expert Medical Opinion Service, you will need to enroll through our portal at https://zmyvirtualcare.teladochealthasia.com .

Once enrolment is completed and your eligibility is confirmed, a Physician Case Manager will then contact you via phone or email and guide you through your medical journey.

For further questions about the service, you can contact Teladoc Health via hotline/ WhatsApp at +603-3099 6353 or e-mail us at zmy@teladochealth.com .

Our service hours shall be Monday to Sunday from 9am to 9pm (except Malaysia public holidays).

No. To protect your personal data and comply with information security requirements, enrolment cannot be done via hotline. You can only do the enrolment through our portal at https://zmyvirtualcare.teladochealthasia.com or email us at zmy@teladochealth.com .

After you complete the enrolment and your eligibility is confirmed, a Physician Case Manager will contact you within 24 business hours based on your preferred timing.

If you choose to use this service, you will be required to provide consent and agree to the terms of Expert Medical Opinion Service for medical record collection via secure channels.

Zurich and Teladoc Health recognize the importance and sensitivity of your personal data and will only share information that is required to accurately assess your condition and provide appropriate recommendations.

Teladoc Health will match you with appropriate global specialist based on your medical condition. While you may not be able to choose a specific doctor, the team will ensure you are connected to a suitably qualified specialist.

Your case may be reviewed by specialist(s) who has/have expertise in your specific condition. (e.g.: oncologist, cardiologist, etc.). Teladoc Health has a global network of 53,000+ experienced specialists from leading medical institutions covering 450+ sub-specialties.

You will receive a soft copy of written report that includes expert review and recommendations, experts’ answers to your questions, along with your clinical history, references to the recommendations, and expert’s CV.

It is normal for medical opinions from different doctors to vary. Teladoc Health provides an independent opinion with the purpose of helping you to make an informed decision. We encourage you to discuss Teladoc Health report with your treating doctor.

Teladoc Health does not directly treat patients or prescribe medication. You are required to make treatment decisions in consultation with your treating doctor. Our aim is to empower you to make the best decision for your health.

Conversations may be recorded for quality management purposes, and you will be required to acknowledge this in service terms during the enrolment. If you prefer not to be recorded, please do not proceed with the enrolment.

To protect your privacy, Teladoc Health will not disclose session details, or conversation logs to any third parties, including ZLIMB or ZTMB, without your consent. The information provided will only be used by the Physician Case Manager, global specialists, or service team supporting your medical case and will only be used to provide the Expert Medical Opinion Service.

No. Expert Medical Opinion service is a value-added service provided by Zurich and does not affect your claims or premiums.

The current language available are English, Mandarin, and Malay. Please indicate your preferred language during enrolment and Teladoc Health will advise accordingly.

You can use the service multiple times, as long as your policy / certificate is in forced.