1. Do I have to pay to use Pulse by Prudential?
Pulse by Prudential can be downloaded for free by Prudential customers on iOS and Android devices. The Healthcheck (which includes a “health assessment” questionnaire, and a 3D “Digital Twin”) and Symptom Checker services are free of charge. Certain in-app services, such as the Video Consultation with a Doctor, are chargeable.
2. Are my personal information and consultation details secure within Pulse by Prudential?
Your personal details and health data are kept confidential and secure. Prudential does not have access to any personal health information that you share with our partners for the Healthcheck, Symptom Checker, Video Consultation with a Doctor functionalities and payments.
3. Will my health information be shared with Prudential and have an impact on my premiums / underwriting for a new policy?
We respect the privacy of all users of Pulse by Prudential. The information derived from your use of the app does not constitute disclosure of information for an insurance policy contract between Prudential and you.
4. Who is eligible?
The subsidised video consultation with a doctor is available for eligible customers who:
5. Who is providing this service?
The video consultation service is powered by MyDoc, a telemedicine provider under the Ministry of Health’s (MOH) Regulatory Sandbox.
6. Can my kids see a doctor via this service?
Only adults 18 years old and above can consult with a doctor via the video consultation service within Pulse by Prudential.
7. When does the subsidised video consultation period begin and end?
The subsidised video consultation will begin on 2 April 2020 and end on 30 June 2020.
8. How many times can I see a doctor? Is there a limit?
There is no limit to the number of times you can consult a doctor via the video consultation service within Pulse by Prudential.
9. Do you cover consultation for chronic illness like diabetes, high blood pressure, cholesterol, heart disease etc?
You can use the video consultation service for chronic illnesses, as long as the conditions are stable, and you have your readings readily available to be shared with the doctor.
10. How much is it?
An eligible customer will only need to pay the subsidised rate of SGD15 per consultation (the usual price is SGD27 excluding medication and delivery fees). All medication prescribed is chargeable unless indicated otherwise.
If you want to have the medication delivered to you, the concierge will inform you of the total cost involved which includes cost of the prescribed medication and the delivery fees. If you wish to pick up the prescribed medication at a Guardian pharmacy, you can make payment there.
11. How do I pay?
VISA and Mastercard are accepted for in-app purchases via Pulse by Prudential.
12. What is Healthcheck and how do I use it?
Healthcheck is a digital questionnaire designed to give users insight into their long-term disease risks, and the changes they can make to reduce their risk and improve their long-term health. Through a detailed assessment of medical history, family history, diet, lifestyle and mental health, Healthcheck creates a projection of the user’s risk of contracting a range of diseases in the next 5 years, based on peer-reviewed epidemiological data. These diseases are represented to the user through the Digital Twin, a graphic representation of the human body broken down by organ. From here users can explore specific diseases and understand their risks and the factors affecting them. Risks are shown in comparison to people of the same age and gender, to show the user how their risks compare to people like them.
To note: Healthcheck is intended for use by adults over the age of 18. Healthcheck is not suitable for pregnant women and users with long-term medical conditions or disabilities who may have different needs and risks than shown.
13. How accurate is the disease risk calculation?
Disease risk calculation in Healthcheck is based on statistics using a risk scoring system. This risk scoring system is built from population-based epidemiological data for diseases and their risk factors, gathered primarily from observational studies of populations. As such, risk score can be considered reflective of the typical individual in the population for whom the questionnaire responses given match those of the user. The model has been tested against individual outcomes for a subset of the diseases using a large longitudinal population study.
14. What is Symptom Checker and how do I use it?
Symptom Checker asks questions about symptoms via a chatbot interface and then suggests the most appropriate next step to take, as well as possible causes for symptoms like these. It acts as a “digital-first” gateway for people seeking care, powered by AI using best available evidence and validated by teams of doctors. The Symptom Checker can help you better understand worrying symptoms and direct you where best to seek further advice from healthcare professionals. It gives fast outcomes and provides information about where the medical concerns and information entered might need to be treated and/or possible causes for what a user entered (and their associated likelihoods).
15. How accurate is the medical information provided by the Symptom Checker?
The Symptom Checker is powered by Artificial Intelligence (AI), which provides a triage outcome and probability-based statements of possible conditions. The service has been created, reviewed and validated by Babylon doctors and computer scientists and is tested frequently. Babylon updates its epidemiological model often and ensure that it is clinically relevant by considering local disease burden, risk factors and suitable for local context (eg. language and cultural considerations).
The service has also been customised for Singapore, including diseases specific to this region and involving Singapore-based physicians registered with the Singapore Medical Council who are involved in the localisation and testing process. It will be continuously monitored for accuracy as well as compliance with the relevant safety standards and regulatory requirements.
Note: This is not a diagnostic tool and is only intended for general wellbeing purposes by adults over the age of 18 and is not intended to be used for any medical purposes. The Symptom Checker should not be used during pregnancy, or if you have any dermatological conditions or their associated symptoms. Any health-related information provided should not be treated as medical advice, diagnosis or treatment. Please consult a doctor for any medical advice required or if you are concerned about any of your symptoms. Symptom Checker should never be used in a medical emergency, local emergency services should be contacted in this situation.
16. How do I access my chat history?
If you use the Symptom Checker for the first time, there is no “Chat History” to view. If you have already registered and used the Symptom Checker on a previous visit, you can view your chat history by clicking on the ‘Health’ page, then clicking on ‘Feeling Unwell’; you will be directed to a page that shows ‘View Chat history’.
17. I was presented with no triage recommendations or outcomes. What do I do?
We apologise for the inconvenience caused. This could be due to a technical error or an inconclusive medical response. Should you encounter such issues, please send your feedback to us through the in-app feedback function.
18. What is a Video Consultation with a Doctor service in Pulse by Prudential?
A video consultation allows you to consult with a Singapore-licensed doctor online via video call, 24 hours a day, 7 days a week. MyDoc’s professional doctors will review your symptoms and advise you on any necessary treatment following the consultation. After the consultation, the doctor may issue an electronic medical certificate and prescribe medication to you if necessary. The medication can be delivered to you, or you can pick it up from a preferred Guardian pharmacy location islandwide.
19. Can I select the doctor I want to consult? Can I choose the same doctor for subsequent consultations?
Doctors will be scheduled based on availability. If you wish to select the same doctor after the first consultation, you may make a request through the concierge service within 7 days after the first consultation.
20. Can I obtain a medical certificate (MC) through Pulse by Prudential once I have completed a Video Consultation with a Doctor?
Yes, you will be issued an electronic Medical Certificate (e-MC) following a consultation if it is medically warranted. However, an e-MC is only issued for outpatient medical leave and at the doctor’s discretion. Please note that the e-MC will be electronically signed. An e-MC issued by any Singapore-registered doctor is considered valid and will be recognised by employers.
21. How soon can I get an appointment?
You will be assigned a doctor typically between 15 minutes to 3 hours after you have made your booking. The standard duration of a consultation is 15 minutes.
22. How do I cancel an appointment? / I have cancelled my appointment. Will I still be charged?
You will not be able to cancel any appointments once they are made. All appointment-related costs (consultation charges) are non-refundable.
23. I would like to share medical reports with my doctor during the video consultation. How do I do that?
You can share files (photographs, PDFs etc) with your doctor by uploading these files during an active chat session.
24. The doctor cannot see me or hear me. What do I do?
Doctors will typically terminate calls which are of poor audio/video quality and re-initiate the call with you. If there are still issues with the video consultation, please check your internet connectivity.
25. I received an e-Prescription. What do I do next? How do I collect my medication?
Once you receive a digital copy of the prescription, the concierge will get in touch with you to coordinate the dispensing options. You can either have the medications delivered to you or pick up the prescribed medication at a Guardian pharmacy near you.
26. The prescription I received is not the same as what the doctor spoke about during the video consultation. What do I do?
You may retrieve a copy of your medical prescription in your file section under Consultation Summary. If you have any concerns with your prescription, please get in touch with us at firstname.lastname@example.org. Alternatively, you may use the in-app feedback function.
27. How do I pay for the prescribed medication?
If you would like to have the medication delivered to you, the concierge will inform you of the total cost of the prescribed medication and delivery fees before charging the amount to your card. Should you wish to pick up the prescribed medication at a Guardian pharmacy, payment will be collected there.
28. Do you offer repeat prescription services?
A repeat prescription may be issued, but only after the completion of a video consultation with a doctor and at the discretion of the doctor.
29. I have a question about my medication? Whom do I ask?
A concierge service will be in touch with you right after the consultation to facilitate the medicine pick-up / delivery. You may raise questions through the concierge service for up to 7 days after the consultation. Alternatively, please get in touch with us at email@example.com or through the in-app feedback function.
30. Where do I access documents relating to my video consultation?
You can retrieve all documents, including case notes, prescriptions, electronic medical certificate, payment receipts and referral letters (where applicable) under the ‘Consultation Summary’ found on the Health landing page.
31. How do I make payment for any in-app purchases?
VISA and Mastercard credit cards and debit cards are accepted for in-app purchases.
32. I am unable to add my credit card details. What do I do?
You are only able to add your credit card details if you intend to book a video consultation with MyDoc. If the page is not loading, please restart Pulse by Prudential and try again. If the issue persists, please email us at firstname.lastname@example.org.
33. I was in the midst of a credit card transaction when my app stopped functioning. What do I do? How do I know if my card has been charged?
If the transaction was charged to your card, you will receive a notification and a receipt. If there are any billing and/or invoice discrepancies, please use the in-app Feedback function to contact us. Alternatively, please email us at email@example.com.
34. I was charged incorrectly. What do I do?
If there are any discrepancies with your billing / invoice, please contact us via the in-app Feedback function. Alternatively, please email us at firstname.lastname@example.org and we will respond to you within two working days
35. Will I receive a receipt?
You can go to the “View Reports” tab to retrieve a copy of your invoice after your video consultation.
36. My company has a Group Insurance policy with Prudential. Does it cover the cost of video consultations as well?
If your company’s Group Insurance policy with Prudential allows for reimbursement for telemedicine services or face-to-face GP consultation services at non-panel clinics, you may put in a claim for the video consultation. If your company’s Group Insurance policy is with another insurer, please check with the relevant party.
37. Will Prudential’s medical policies cover the cost of telemedicine?
Our medical policies do not cover outpatient or consultations with general practitioners. As such, telemedicine services are not covered under our PRUshield plans. However, if you have a personal accident policy with Prudential, and in the event, you sustain an injury that can be treated through a video consultation process, you may use the case note and letter from the doctor as supporting material when you submit your claim to us.
38. What is my login ID?
Your login ID is your email address, which is used to register on Pulse by Prudential.
39. Can I change my login details? / My email address has changed. Can I change my login ID?
You cannot change your login ID. If your email address has changed, you will need to register for a new account using your new email address.
40. I cannot login to my account – what should I do?
Please ensure you have entered the correct login details. If you have forgotten your password, click on the “Forgot Password” link and follow the instructions to reset your password. Should the problem persist, please use the in-app Feedback function. Alternatively, please email us at email@example.com.
41. I did not receive my One-Time-Password (OTP)? What should I do?
For email OTPs, ensure that you have entered the correct e-mail address and check your spam folder. If you still have not received your OTP, click “Resend OTP”. Should the problem persist, please email us at firstname.lastname@example.org.
42. How do I reset my password?
Click on the “Forgot Password?” link and follow the instructions to reset your password. Alternatively, go to Settings -> Account -> Change Password.
43. Do I need to complete my profile on Pulse by Prudential if I am an existing Prudential customer?
Yes, you will have to complete your profile on Pulse by Prudential the first time you register.
44. How do I update my profile within the app?
Click on the “Me” tab and then click on “Edit Profile”.
45. How do I change my profile picture or avatar?
Click on the “Me” tab then click on “Edit Profile” => Click on the circle above your name and select the option to upload or take a photo.
46. How do I delete my profile?
Please make a request through the in-app Feedback function or email email@example.com and further instructions will be sent to you.
47. How do I enable / disable notifications?
Accessing your device settings for the Pulse by Prudential application would enable you to turn notifications on or off. We highly recommend that you turn on the notifications for Pulse by Prudential so you can enjoy the best of its capabilities.
48. The app crashes / freezes. What should I do?Please close the app and restart. If the problem persists, please delete and re-install the app. Your data will remain intact. Should the problem persist,
please send a query using the Feedback function or email us at firstname.lastname@example.org.
49. Do I need an Internet connection to use Pulse by Prudential?
Yes, you will require a stable Internet connection to use Pulse by Prudential.
50. I would like to make a complaint. What should I do?
Please share any feedback or complaints through the in-app Feedback function. Alternatively, please email us at email@example.com and we will respond within two working days.
51. I have lost my phone – is my health data protected?
To ensure your data remains secure, a password is required to access any feature / service/ information on Pulse by Prudential. It also has a timeout feature where the you will be logged out after 30 minutes of inactivity.