FAQ Overview

eSmileSavers

I have purchased the dental voucher but there is no e-appointment to book the appointment. I have uninstalled and re-installed the app but it is still the same.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 06:55


For eSmile Savers, is the scaling benefit once a year for the individual package? What if the member wants to visit the dentist twice a year?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 07:44


I have purchased eSmileSavers but have yet to get an appointment.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 09:56


eWillSavers

I cannot find the platform to begin e-Will

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 05:52


eWillSavers customer is not able to log into the portal to amend will

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 06:50


Hi, a member mentioned that the link of CreateWills is not a trusted link, that it may steal info from the password, and they feel uncomfortable. Can your side do anything with it?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-15 05:18


Is there a cooling period for eWillSavers?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:00


MediSaversVIP Prime

I have paid and renewed the membership and changed to MediSaversVIP Prime 150-SP. However, I have not received the physical medical card and voucher. There is also no e-Medical card and Pathlab voucher on the portal.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 05:48


I have upgraded and renewed my medical card for a month but I still have not received the card yet.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 06:10


I have not received the policy and welcome pack

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 08:41


May I know if it is necessary for the members to sign on the renewal/replacement form as in the earlier case, I did it online. On top of this, may I know why the total amount payable seem to be lesser than the one I quoted to the members according to the VIP Prime Premium Table, please?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 10:35


I would like to change my plan from Medisavers VIP Super Protector + Booster to Medisavers VIP Prime. Please advise me how do I go about doing this change at your earliest convenience.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 10:44


The member wishes to convert to Medisavers Prime @ RB150/day and to also convert to monthly payment. Please advise how do I go about assisting the member accordingly.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 12:34


1. As of date, I have not received my renewal policy for 2022 on Medisavers Prime and health screening voucher. 2. Have not received my renewal medical card.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 05:58


I would like to enquiry regarding my potential customer occupation risk, which program can he & she can get. Both of them are diver instructors. Which program should they get?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 09:17


Under Section B Optional Top-up Insurance, “The Per Disability Limit under Section B will be increased by RM100,000 every three (3) years from the Product Launch Date,….” Is there any increase in the limit for “Room n Board” as well? Also, why the Overall Annual Limit Statement is not stated here? Is there any overall annual limit for the top-up option?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 05:51


Under the General Provisions, “2. Period of Insurance and Renewal” “…..The renewal premium payable is not guaranteed and the Company reserves the right to revise the premium rate applicable at the time of renewal.” Does this mean the Company can revise the premium rate on an annual basis instead of price revision every 3 years as stated in Medisavers VIP 2018?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 05:53


Under the section of GENERAL CONDITIONS: “21. PORTFOLIO WITHDRAWAL CONDITION” Does this mean the policyholder will have a risk of policy termination should the Company decide to withdraw the product /portfolio for Medisavers Prime? Why LonPac want to add this new PORTFOLIO WITHDRAWAL clause since “No Portfolio Withdrawal condition” is a selling point for earlier products such as Medisavers Plus 2015 and Medisavers VIP 2018?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 06:04


Under Section A Basic Coverage - Specific Conditions: “Upgrade Room and Board Co-Payment”, If I choose to stay in a room with a higher rate than what I am entitled to, does it mean I have to pay 20% of the total hospital bill upon discharge from the hospital or do I only need to pay the 20% of the Room and Board portion only? Does the same terms and conditions apply to MedisaversVIP 2018 Policy for “Upgrade Room and Board Co-Payment”?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 06:10


Under General Conditions section, I noticed that the wordings in the AMENDMENTS clause are completely different compared to Amendment clause for MedisaversVIP 2018 policy: “Subject to the foregoing, the Company reserves the right to amend the terms and provisions of this Policy. Such amendment will be applicable at the next renewal of this Policy. No amendment to this Policy shall be valid unless it is authorised by the Company and such approval is endorsed thereon. The Company should give thirty (30) days prior written notice to the Policyholder according to the last recorded address for any amendments made.” Does this mean the Company has the right to make any amendment to the Policy for MedisaversVIP Prime? Why LonPac want to revise the Amendment clause since “No Alteration of Policy benefit” is a selling point for earlier products such as Medisavers Plus 2015 and Medisavers VIP 2018?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 06:20


Under Section A – BASIC COVERAGE EXCLUSIONS, in this particular clause : “Private nursing, rest cures or sanitaria care, illegal drugs, intoxication, sterilization, venereal disease and its sequelae, AIDS (Acquired Immune Deficiency Syndrome) or ARC (AIDS Related Complex) and HIV related diseases, and any communicable diseases required quarantine by law.” Do the underlined wordings above imply that diseases such as SARS, H1N1, COVID -19 are excluded from the contract coverage? What is the reason these types of diseases are excluded?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 06:22


Which product with no lifetime and annual limit?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 07:24


MediSavers VIP

MediSaversVIP does not appear in the dropdown list of programs.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 12:48


My customer wants to purchase the MediSaversVIP 250 & 250-SP. Then, he wants to purchase MediSaversVIP 250 & 250-SP for his wife under the Spouse Program which is RM 100 per month. Then, he wants to purchase the Junior Program for 3 daughters under the age of 19 so that price is RM50 per person every month.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 07:31


I would like to know the reason behind the drastic increment in yearly MediSaversVIP membership price from last year.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 10:32


I Called up Lonpac to check what is my per disability limit. The person said Rm100k. I was shocked as I remembered signing up for 250-SP & from my understanding, it's 1.1mill per disability, not 100k. Called another person in Medisavers & confirmed the same 100k per disability limit as well. She advised me to submit this to the helpdesk to investigate further. I am now very concerned, what exactly is my per disability limit? Is it 100k or 1.1 million?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 12:31


Does MediSavers VIP SP Medical plan cover admission due to Covid 19?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:38


Which product with no lifetime and annual limit?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 07:24


MediSavers Prima Life

My Aafiyah just got terminated. I would like to know how to switch to MediSavers Prima Life.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 06:38


My member has Archipelago coverage until Jan 2022. However, he received an email which says his plan will be cancelled in October 2021. Does that mean he has to renew to Prima Life now? How will Archipelago refund the remaining months? How to request for this refund?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 06:40


MediSavers Prima

I am an advisor. I have submitted a proposal/ quotation on 21 October. My prospect has agreed on the proposal and already made payment in full on 25 October. However, when I checked e-quotation in the Medisavers portal, the quotation is still pending. My case also has not yet appeared in the submission monitoring.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 12:14


I have renewed my Medical Card MediSavers Prima under Takaful Malaysia. But in my apps appear Lonpac Insurance. How to settle this issue?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 05:40


MediSavers Prima Pass

I would like to apply for MediSavers Prima Pass plan. Can you please assist in how to apply?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-06 05:57


My client is facing a problem making payment for Prima Pass. She has successfully paid the membership fee of RM30, but is unable to pay the insurance premium.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 07:38


Unable to make payment for Prima Pass.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-14 10:43


Is covid-19 illness covered under your medical card?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 07:15


My client is from Ehsan S75 changed to Prima Pass. The quotation has been made and payment was already made by my client. However, until now there are still no updates in the application.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 07:40


Last week, I signed up for Prima Pass. I paid Etiqa first then I paid for membership. up till now when I log in to the portal, no e-medical card for Prima Pass appeared.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 09:21


My client is from Ehsan S75 change to Prima Pass. The quotation has been make and payment already make by my client on 14 August. However, until now there are no update in application. May I know why?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 05:44


eMotorSavers

I am a member and I am trying to register for my second car but I am not able to do so under the member section. My first car is registered under my membership.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 09:40


I am using MediSavers portal to renew my car road tax but it is unsuccessful. It mentions "do not provide cover for your vehicle".

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 09:45


I was given the wrong road tax.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 09:58


I would like to enquire about road tax delivery. How long does it take to deliver within Klang Valley at this moment?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-06 05:52


I wanted to do a quotation for an 11 years car at eMotor but I am not able to submit it. It shows that something is wrong. The client's previous insurance expired on May 2021.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-14 10:58


My client has yet to receive his road tax. How to check the delivery status?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:09


MediBooster

My client is under M-line submission, but she has not received the renewal of Pathlab eVoucher for her Medibooster VIP Plus 1 plan. Last year she has already redeemed 2 eVouchers, on June 2021 she only renew Medibooster, and supposedly still have 1 eVoucher but she cannot find it in the app.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 07:56


New System

I am able to log in through the app but I am unable to log in to the website.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 09:14


I am able to log in through the app but I am unable to log in to the website.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 09:14


I am doing M-line quotation but the system shows a red box that states that the prospect is below 18 years old. The prospect is above 18 years old.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-05 09:20


I forgot my password.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-06 06:05


My client is unable to make payment because portal error when accessing.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-06 06:18


For Lonpac M-line case, why does the advisor can only select PASavers and no other options available?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-11 12:36


My client would like to request a replacement for the blood test voucher. He is an M-line subscriber but requested a physical copy. Is it possible to issue an e-voucher on the MediSavers app?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 05:32


I would like to change my auto-debit account.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 05:50


My client does not want to apply as an advisor for MXM, but the setting is set to 'Yes' by default to the question 'Do your customer wish to enrol as an advisor?'. Repeated attempt to change to 'No' is not accepted by the system.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 06:02


My client wants to convert from Ehsan to VIP using e-application but can't.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-21 07:38


I have started to apply for a take over for a member, but the gender is set to female although the correct gender should be male. Attempted to change to male but system failed to save.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 06:08


Wanted to know the claims status submitted on the 20th September 2021.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 09:48


I would like to terminate auto-debit

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 09:54


My client wants to clarify why the "Shine Urell" medicine priced at RM204.80 was not covered by IHP when the doctor told her that it was a non-food supplement.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 10:11


My card has expired and I have renewed my bank card. Can you please assist me on how to update my card details?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 10:16


I've submitted 3 eMotorSavers on 25th September last month, but my commission on 29th September seems a bit weird as is not increased by those 3 eMotorSavers submissions. May I know either the commission for those cases is already credited or not and can I have the statement for the September commission?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 10:57


I visited Dr Tan & Partners @ 3 Damansara to attend to a testicular ache. I brought along my last two Pathlab reports since I have done the tumour marker tests. however, the urologist has recommended an extensive urinalysis as well as an ultrasound. I just want to check if I will be able to claim for this?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 11:09


My customer wrongly put the gender and already made the payment

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-22 11:16


My client has not received the policy. In the system, it says that both the policy and welcome pack has been sent.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 09:51


I would like to check how can I proceed to submit a claim against Accident/Outpatient and understand that this reimbursable basis.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:12


Both of the cards (medical & pa) shown on this portal does not have the contact information. Information was provided on the renewal form.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:16


Boleh bantu macamana cara untuk client nak tutup polisi

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:19


If a customer has an illness and has made a claim before, can they switch from MediSavers Ehsan to MediSaversVIP Prime and will the new plan cover that said illness?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:35


How to check my SMA Maintenance points

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-25 10:36


Hi, my downline client has purchased Archipelago medical card as it is a takaful plan, and she has made a claim late last year due to a heart condition (bypass surgery). I understand that Archipelago is sending out a notice that their operation will be ceased and Takaful Malaysia is kind enough is to take over cases from Archipelago. For this case, is Takaful Malaysia will be taking over without underwriting or totally under rejection case?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-26 06:21


My client has not received a hard copy of the policy

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-26 06:33


How to claim Pathlab voucher and going for checkup as part of annual membership benefit?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 05:40


Client saya nak covert dari Ehsan ke VIP menggunakan e application tetapi tidak boleh.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 05:42


Saya menerima emel berkenaan medical certificate utk anak saya.. Saya ingin memohon pencerahan berkenaan perkara ini kerana kurang jelas. Adakah sijil ini akan terbatal pada bulan ini? ------------ Dear Certificateholder, We refer to your eAFYAH/eAFYAH ENRICH/ITT Certificate. It is with deep regret that we are informing you that we will be cancelling the said Certificate by sending to you the Notice of Cancellation in October 2021 giving you 30 calendar days notice. This is due to the restriction from the local regulatory authority where we are no longer allowed to insure local residents. We will refund the pro-rated annual contributions made back to you, if any and we apologize for any inconvenience caused.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 06:35


I would like to replace membership pairing as soon as possible as current pairing is e-Afyah program will be terminated by November.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 09:27


I still have not received an email for renewal and conversion of Medisaver Ehsan S75SP plan that is no longer available to a new plan. My Ehsan S75SP plan ends this month

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 09:33


As Advisors under MXM platform, can we purchase special health screening packages from Pathlab?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 09:37


My mother has passed away on 8 July and on the same date, my credit card was charged for my late mother's membership. The sijil kematian has not yet been received.

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 09:48


Cannot see my medical card infor on my profile

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 09:50


How long does it take for my claim to be processed?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 10:01


Why is there no function to make a quotation for life insurance coverage in the apps?

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Author: nurliyana (IT Intern 2021)
Last update: 2021-10-27 10:18