expert medical opinion service manual - allianz.com.cn€¦ · firstly, thank you for choosing...
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Allianz China Life Insurance Co., Ltd.
www.allianz.com.cn
Toll Free Number：400-820-7122（Monday to Friday 9：00-18：00）
• Expert Medical Opinion
• Service Manual
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Dear valued client,
Firstly, thank you for choosing Allianz China Life Insurance Co. Ltd (hereinafter referred to as “Allianz
China Life ").
We are delighted to inform you that from April 1, 2018, Allianz China Life will offer you our newest
health management service - Expert Medical Opinion (hereinafter referred to as "EMO"). We hope this
service helps as many as possible when you face difficult medical decisions.
EMO service is jointly provided by Allianz China Life and Advance Medical (hereinafter referred to as
"AM"). The service manual is designed to help you understand EMO service and how to use it, which
does not form part of an insurance contract. The contents of the service manual and other materials
you may need can also be obtained by visiting our official website www.allianz.com.cn. If you have any
questions, need assistance, or have any suggestions, please feel free to call our toll free service
hotline: 400-820-7122.
Wish you and your family good health and all the best!
Sincerely yours,
Allianz China Life Insurance Co., Ltd.
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Content
Company Overview .......................................................................................... 3
About Allianz Group ........................................................................................... 3
About Allianz China Life ..................................................................................... 3
About Advance Medical ..................................................................................... 3
Background ...................................................................................................... 3
When to Use EMO Service .............................................................................. 4
Scenarios for EMO Service ................................................................................ 4
Scenarios not Fit for EMO Service ..................................................................... 4
EMO Service Application ................................................................................. 4
EMO Service Processes and Commitments .................................................. 5
Attachment 1: Frequently Asked Questions .................................................. 6
Attachment 2: EMO Service Enrollment Form ............................................... 8
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Company overview
1. About Allianz Group
The Allianz Group is one of the world's leading insurers and asset managers with more than 86 million retail
and corporate customers. Allianz customers benefit from a broad range of personal and corporate
insurance services, ranging from property, life and health insurance to assistance services to credit
insurance and global business insurance. Allianz is one of the world’s largest investors, managing over 650
billion euros on behalf of its insurance customers while our asset managers Allianz Global Investors and
PIMCO manage an additional 1.4 trillion euros of third-party assets. Thanks to our systematic integration of
ecological and social criteria in our business processes and investment decisions, we hold the leading
position for insurers in the Dow Jones Sustainability Index. In 2017, over 140,000 employees in more than
70 countries achieved total revenues of 126 billion euros and an operating profit of 11 billion euros for the
group.
2. About Allianz China Life
As the first European life insurance company in China, Allianz China Life Insurance Co., Ltd. (AZCL)
officially commenced operation in Shanghai on January 25, 1999 as a joint venture. Today the JV between
Allianz SE (51%) and CITIC Trust Co., Ltd. (49%) has a registered capital of RMB 2 billion as of December
31 2017.
Combining Allianz’ century-old global financial and risk management expertise with CITIC Trust’s local
financial experience, Allianz China Life has built a strong reputation for its customized insurance solutions,
professional training systems and trustworthy services. The company offers all lines of life, retirement,
investment, education, health and accident insurance products and services via a comprehensive sales
network consisting of the agency, bank, EM, group and health channel to meet the comprehensive needs of
customers.
Since 1999, Allianz China life has set up 9 branches in Shanghai, Guangdong, Zhejiang, Sichuan, Jiangsu,
Shenzhen, Beijing, Shandong and Qingdao, and provide professional insurance products and services to
customers in nearly 40 cities in China.
Building upon the hundred years of Allianz’s reliable and prudent services, Allianz China Life is striving to
be the most trusted insurance company out there. We provide professional, high quality and innovative
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insurance solutions to meet the needs of our customers who are secure in the knowledge that they can lead
their lives as they wish because we stand behind them
3. About Advance Medical
Advance Medical is the global leader in Expert Medical Opinions. AM was founded in 1999, headquartered
in Boston of U.S.A and Barcelona of Spain. There are eight operation centers in four continents and cover
about 40,000,000 users worldwide. AM had built a long-term close relationship with more than 50,000
international medical experts working in the leading medical centers, whenever needed, these doctors can
leverage the EMO program in order to provide additional expert advice. In addition, the medical experts’
team is accustomed to managing international cases and they speak over 20 different languages.
Background
For anyone in a medical crisis, what matters is time with the doctor. However, In China, the uneven
development of healthcare system and the lack of trust between doctors and patients, often making
patients confused and full of doubts when to make medical decisions and choices,
1. Is my diagnosis correct?
2. I’m recommended a treatment plan, are there other alternatives?
3. Who are the leading experts in this sub-specialty?
4. Is surgery really necessary?
5. Can I have independent medical advisors that assist me making critical medical decisions?
We hope this service helps as many as possible when you face difficult medical decisions, and enable
Chinese customers to enjoy the international level of medical advisory without going abroad.
When to use EMO services
1. Scenarios for EMO service
• When diagnosed as critical illness such as cancer, heart disease, and you’d like to validate diagnosis
• When receiving different diagnoses from different doctors
• When advised to do surgery and you’d like to reconfirm to make better decisions
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• When you’d like to explore alternatives of treatment
Remark: All above scenarios apply to the diseases diagnosed after the effective date
2. Scenarios not fit for EMO service
• Emergencies( such as appendicitis), accidents and trauma
• Unstable vital signs, e.g. admission to ICU
• Common situations, e.g. cold, fever, occasional rash
• Chronic disease management (e.g. diabetes, hypertension)
• Incomplete medical data, e.g. no initial diagnosis
• Potential disputes between patients and insurers/hospitals
EMO service application
1. To call the toll free number 400-820-7122, customer service specialist will register the service
application for you
2. To send the service application to the designated email box: [email protected],
upon receiving the email, the customer service specialist will send "medical record registration form" to
you to fill in and sign off.
3. To complete the service application through the Patient Portal online.
Enter the browser window at www.allianz.com.cn, click on the portal link of EMO service interface
under “Allianz Health Management Service” function column, which will jump to the customer service
page exclusive for customers of Allianz China Life. For the first time you login, you need to set your
user name and password. After logging in, you can submit a service application online.
EMO service processes and commitments
1. Within 24 work hours of receiving of a written request and registration information, AM will assign a
licensed physician as Case Manager to contact you or your family for clinical communication, collect
medical documents, and help the customer list the specific requests for medical expert, as well as
prepare the summary of medical records.
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2. A clinical committee will review your case and select world class experts who specialized in your
condition.
3. After receiving the summary of medical record, the expert will issue an independent written opinion
report containing each expert’s recommendations, information about alternative treatments, and
answers to your specific questions.
4. Physician Case Manager will integrates each expert’s reports into a complete medical advice report,
and explain it in detail, so as to assist you to make a clear medical decision.
5. You will receive the report with 10 working days. If the translation is needed, add 2-3 extra days. The
report will be provided in the form of PDF or paper based on the form of customer needs. All reports
are delivered in the language specified by the customer.
6. A particularly complex case may require longer time. On the other hand, when the case is clear, the
time of receiving the report may be less than 10 working days.
7. Physician Case Manager will make judgment according to the complexity and urgency of the disease.
When the case is clear and simple, the Physician Case Manager can also provide a direct response.
8. To send the electronic medical records to the designated email box:
[email protected]; or to send paper reports by express to: Room A711, No.
268, Tong Xie Road, Changning District, Shanghai (Ms. Xu Xiaolu, Tel: 021-22236827).
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Attachment 1: Frequently Asked Questions
1. What are the advantages of EMO service compared with the other second medical opinion provided by
the market?
Answer: AM is a global leader of independent medical advisory with local coverage. Their Expert
Network is based on access to the leading experts in their field. It also has initiated a unique
Physician-Led service model, having doctors as the main point of contact to patients, which help the
patients make better decision.
2. When to use EMO Services ?
Answer: EMO service fit to the new diseases which occurred after the effective date, the specific scene
is as follows:
• When diagnosed as critical illness such as cancer, heart disease, and you’d like to validate diagnosis
• When receiving different diagnoses from different doctors
• When advised to do surgery and you’d like to reconfirm to make better decisions
• When you’d like to explore alternatives of treatment
3. Which scenarios are not fit for EMO service?
Answer: EMO service does not apply for the following scenarios:
• Emergencies(MI, appendicitis), accidents and trauma
• Unstable vital signs, e.g. admission to ICU
• Common situations, e.g. cold, fever, occasional rash
• Chronic disease management (e.g. diabetes, hypertension)
• Incomplete medical data, e.g. no initial diagnosis
• Potential disputes
4. How long is the valid period of EMO service, and how can the customer continue to enjoy EMO
service after the validity period?
Answer: The service is valid for one year. After the end of the validity period, you can continue to enjoy
the service by purchasing the products designated by Allianz China Life.
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5. Is there a limitation to the number of experts about EMO service?
Answer: No, there is no limitation on the expert numbers, which is totally depending on the complexity
of the disease.
6. Are there any restrictions on the times of EMO service using in the period of validity?
Answer: There is no limitation.
7. How to apply for EMO service?
Answer: you can apply for the service through the following 3 ways:
• Call the toll free number: 400-820-7122 (Monday to Friday 9:00-18:00);
• Send the email to: [email protected];
• Login the service website: www.advance-medical.com.cn/Allianzchina
8. Is the customer's privacy protected?
Answer: Yes, it is. Medical information of patient is submitted anonymously, it will not be leaked to third
parties.
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Attachment 2: EMO Service Enrollment Form
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