Customer Charter

QUALITY SERVICES

MediCard upholds its commitment to provide the best quality health care services and products that will exceed customer expectations.  As one of the leading Health Maintenance Organizations in the country, MediCard consistently aligns the quality of its operations with the standard requirements of ISO 9001:2015 and maintains a very promising quality policy and dedicated people.

MediCard values the well-being of every individual with an assurance to bring safe and sound health to its customers and to its people.

In its pursuit to deliver quality health care services and products amidst the inevitable changes in our time, MediCard will continuously innovate and shape effective techniques and trends in response to its customer needs and to make customer experience the top-notch health care services in a safe and convenient manner.

SAFE AND SECURE OPERATIONS 

MediCard implements appropriate safeguards to ensure security of its operations and to protect the data of its customers from misuse and unauthorized access or disclosure.  To fulfill this, MediCard maintains the following measures:

• Physical measures: locked filing cabinets and restriction of access to offices, data center, and alarm systems;
• Technical measures: passwords, authentication, encryption, access controls, firewalls, regular vulnerability assessment, and other necessary technical controls; and
• Administrative measures: confidentiality agreements, data sharing agreements, limiting access on a need-to-know basis, staff training, and security clearances.

To make sure that customers data will not be compromised, MediCard will employ any reasonably available measure necessary to tighten its security and prevent unauthorized use or disclosure of customer data.

CUSTOMER PRIVACY

MediCard upholds the right to privacy of every individual in accordance with the Data Privacy Act of 2012.  As such, MediCard has established its Privacy Policy and your rights are laid down on its Privacy Statement which you can view on this site.

TRANSPARENCY

MediCard ensures transparency of information on all its products and services.  Any information regarding its products or services will only be presented in a clear, accurate, and non-misleading manner.  It will not in any way cause deliberate intent to mislead, misrepresent, or deceive its customers.

With such commitment to its customers, MediCard will assure compliance with the Insurance Commission’s Guidelines on Electronic Commerce of HMO Products on every conduct of its business.

CONSUMER ASSISTANCE MANAGEMENT SYSTEM

MediCard appreciates your feedback and is dedicated to providing effective solutions. For client support, you can reach out to us through the ‘Contact Us’ section or via our hotline at (02) 8841-8080. If you have a feedback, complaint, inquiry, or request, you can contact our Consumer Assistance Team at CAMS@medicardphils.com. For any data privacy issues, please email privacy@medicardphils.com.

Our feedback service operates Monday to Friday, and you can expect a response within 48 hours, excluding weekends and holidays. Inquiries submitted on those days will be addressed on the following business day.

Once your concerns are acknowledged, MediCard will work to resolve them based on their complexity, aiming to do so within seven (7) to forty-five (45) working days. During this period, you will receive updates about your concerns. If additional documentation is required to support your claim, MediCard may request your cooperation.

If your request has been denied, you may appeal the decision by filing a written request with the MediCard Head Office within ten (10) working days after receiving a denial. The request must set forth why you believe that the decision was in error. You will receive a written notice stating MediCard’s decision and the reason for such decision within five (5) working days after receipt of your appeal.

For Claims and Reimbursement procedures, please refer to your contract terms and conditions. The provisions of your contract shall be followed.

Thank you for being a valued member of the MediCard community. Your feedback is crucial for our ongoing improvement, and we look forward to enhancing your experience.

IMPORTANT NOTICE. The Insurance Commission, with offices in Manila, Cebu and Davao, is the government office in charge of the enforcement of all laws related to Health Maintenance Organization (HMO), and has supervision over HMOs. It is ready at all times to assist the general public in matters pertaining to HMO. For any inquiries or complaints, please contact the Public Assistance and Mediation Division (PAMD) of the Insurance Commission at 1071 United Nations Avenue, Manila with telephone numbers 632-85238461 to 70 and email address publicassistance@insurance.gov.ph. The official website of the Insurance Commission is www.insurance.gov.ph.