Frequently Asked Questions

 

What is Sendah?

Sendah is a one-stop shop for all your sending needs. It is a secure, reliable, and convenient way to send mobile airtime top up (load), electronic gift certificates, fresh flowers, gadgets, health and personal care items, and other exciting products to your loved ones in the Philippines. Simply put, Sendah is “the better way to send.”

 
How can I start using Sendah?

You must be at least 18 years old to register an account on Sendah. Upon registration, you are automatically assigned a Sendah wallet.

 
What is a Sendah wallet?

Your Sendah wallet holds the available credits you can use to purchase any Shop & Send product or to avail any service offered by Sendah including Send Load, Send SM Gift Pass, and Pay Bills. You can top up your Sendah wallet any time and you can always use your remaining credits for future purchases.

 
How do I use Sendah?

As long as you have enough credits in your Sendah wallet, you can Send Load, Send SM Gift Pass, or purchase any Shop & Send item. You can use your credit card or PayPal account to top up your Sendah wallet. Sendah credits are available in the following US dollar denominations: $10, $15, $25, $50, $100, $150 and $200.

 
Where can I view my past transactions?

After signing in to your account, click on My Account (located at the upper right corner of the site). Click on ORDER HISTORY AND DETAILS if you wish to see your previous Shop & Send transactions. For Send Load transactions, choose MY LOAD TRANSACTION, and for Pay Bills, select PAYBILLS TRANSACTION.

 
My Sendah Credits Purchase was put on hold, what do I do?

We implement strict anti-fraud measures to safeguard your transactions. Your transaction may be placed on hold if you have provided inconsistent payer details or if your payment source is deemed high-risk.
To lift the temporary hold, our Customer Service Representatives will need to verify your account. Please send an email to help@sendah.comand provide your Sendah username, full name, and PayPal email address. You may also be required to send a scanned copy of a valid ID (a government issued ID such as Passport, Driver's License, etc.) on a case to case basis, to verify your account.

Note: Please do NOT send any of your passwords. We will never ask for your password, or any other confidential information.

 
How secure are my transactions when using Sendah?

Sendah is certified by Thawte, a leading global certification authority. All information you provide while using the site is encrypted using Thawte's Extended Validation SSL (Secure Sockets Layer). SSL is an encryption protocol designed to protect the exchange of information between your browser and the Sendah website. We also implement a strict privacy policy to protect your personal information. You may read our Privacy Policy for further information.


Send Load

 
How do I send load?

To send load, provide the prepaid mobile number of your recipient and choose the denomination you want to send. Make sure your recipient's number is currently active to avoid cancellation of the transaction.

 
How long before my recipient gets the load?

Your recipient will get the load within a few seconds to two (2) minutes after you complete the transaction. However, delays may be encountered if there is congestion in your recipient's mobile network or during system maintenance. In such cases, your transaction will be queued for retry, and once the mobile network's prepaid system is restored, load will be sent. You will be charged only once per transaction no matter how many times it is retried. If the transaction could not be completed within 24 hours, it will be cancelled and the full amount will be credited back to your wallet.

Why am I getting this message: "Your Sendload Transaction is on hold. You have reached your sendload limit for this day. Please wait as we review this transaction."?

For security reasons, Sendah is implementing a daily SendLoad limit set at $30 per day. If you wish to increase your daily Sendload limit, you may contact our customer service

 
What are the available load denominations and their corresponding validity?

LOAD DENOMINATION COSTDESCRIPTIONVALIDITY

 SMART

REGULAR LOAD

Regular Load can be used to make local and International calls and texts to all networks

PHP 30.00$1.00     PHP 30.00 worth of calls and text15 Days
PHP 115.00 $2.85PHP 115.00 worth of calls and text 45 Days
PHP 200.00$6.60PHP 200.00 worth of calls and text60 Days
PHP 250.00$7.10PHP 250.00 worth of calls and text60 Days
PHP 300.00$7.50PHP 300.00 worth of calls and text75 Days
PHP 500.00$12.50PHP 500.00 worth of calls and text120 Days
PHP 1000.00$25.00PHP 1000.00 worth of calls and text120 Days
SMART BRO

 Smart Bro Load can be used for internet surfing using the Smart Bro USB modem

PHP 30.00$1.00Up to 90 minutes Internet Broadband use15 Days
PHP 115.00$2.85Up to 345 minutes Internet Broadband use45 Days
PHP 200.00$6.60Up to 600 minutes Internet Broadband use60 Days
PHP 300.00$7.50Up to 900 minutes Internet Broadband use75 Days
PHP 500.00$12.50Up to 1500 minutes Internet Broadband use120 Days

 GLOBE

PHP 30.00 $1.00PHP 30.00 worth of calls and text15 Days
PHP 150.00$5.00PHP 150.00 worth of calls and text45 Days
PHP 300.00$7.50PHP 300.00 worth of calls and text75 Days
PHP 500.00$12.50PHP 500.00 worth of calls and text120 Days

 SUN     

 REGULAR LOAD

Regular Load can be used to make local and International calls and texts to all networks
PHP 30.00$1.00PHP30.00 worth of calls and text with Free 4 texts to Sun and other networks15 Days
PHP 50.00$1.75PHP50.00 worth of calls and text with Free 8 texts to Sun and other networks15 Days
PHP 150$5.00PHP150.00 worth of calls and text with Free 25 texts to Sun and other networks45 Days
PHP 300$7.50PHP300.00 worth of calls and text with Free 50 texts to Sun and other networks75 Days
PHP 500$12.50PHP500.00 worth of calls and text with Free 90 texts to Sun and other networks120 Days

UNLIMITED TEXT

Unlimited Sun-to-Sun Texts with Free local Sun-to-Sun Calls
PHP 20.00$0.80Unlimited Sun-to-Sun text with Free 20 min Sun-to-Sun calls2 Days
PHP 50.00$1.75Unlimited Sun-to-Sun text with Free 1hr Sun-to-Sun calls7 Days
PHP 150$5.00Unlimited Sun-to-Sun text with Free 4hrs Sun-to-Sun calls30 Days

UNLIMITED CALL AND TEXT

Unlimited Local Sun-to-Sun Calls and Texts
PHP 25.00$0.851 Day Unlimited Sun-to-Sun Call and Text1 Day
PHP 100.00$3.50Unlimited Sun-to-Sun Call and Text5 Days
PHP 150.00$5.00Unlimited Sun-to-Sun Call and Text with Free P25 regular load7 Days
PHP 450.00$13.00Unlimited Sun-to-Sun Call and Text with Free P50 regular load30 Days

SUN BROADBAND
WIRELESS

Sun Broadband Wireless Load can be used for internet surfing using the Sun Broadband Wireless USB modem
PHP 50.00$1.751 Day Unlimited Internet Broadband use1 Day
PHP 100.00$3.50Up to 12 Hours Internet Broadband use4 Days
PHP 300.00$5.00Up to 48 Hours Internet Broadband use10 Days

 BUDGET TEXT

Budget Text can be used to send texts to other networks
PHP 20.00$0.8040 Text to other networks5 Days

 IDD

IDD load can be used for international calls to the US, Canada, Hong Kong, Singapore and China
PHP 50.00$1.75P2 per min calls to US, CAN, HK, SGP & CHN15 Days
PHP 100.00$3.50P2 per min calls to US, CAN, HK, SGP & CHN30 Days

 CALL AND TEXT COMBO

Economical load for Local Sun-to-Sun Calls and Texts
PHP 30 $1.0040 minutes Sun-to-Sun Call and 120 Sun-to-Sun Texts3 Days

Note: Prices may change without prior notice

 
What if the mobile number I sent load to is no longer active?

If the mobile number you are trying to top up is no longer active, your transaction will be cancelled and you will be refunded the full amount.

 
Which networks are supported by Send Load?

You can use Send Load to top up Smart (Smart Buddy, Smart Bro, Talk 'N Text and Addict Mobile Prepaid) / Globe (Globe Prepaid, Globe Muzta and Touch Mobile) / Sun Cellular mobile numbers.

 
Jollibee Padala


Does Jollibee deliver nationwide?

Only key major cities nationwide are acceptable for delivery. In cases where the recipients live in areas not covered by the delivery service, they have the option to dine in or take out the Jollibee Padala Package at the Jollibee stores of their choice.


How soon can Jollibee deliver my order?

For orders amounting to Php 5,000 and above, Jollibee requires a lead time of at least five (5) days to deliver said orders. Orders below Php 5,000 shall be processed the following day, provided said orders are received before 1:00PM Philippine time.

Red Ribbon Padala

Does Red Ribbon deliver nationwide?

No. Strictly for Dine-in/Pick Up Only. However, recipient can dine- in /pick up the orders in any Red Ribbon stores nationwide.

                 

How soon can Red Ribbon deliver my order?

Please allow a 5 day lead time for your order. Cut off for orders is 1PM Philippine time.

 

List of Red Ribbon Stores Nationwide.

Please refer to this list.

 

 
Flowers

 
What is the delivery schedule for Metro Manila?

Delivery schedule for Metro Manila is from 11:00AM onwards, Monday to Sunday.

 
What is the delivery schedule for provinces?

Delivery schedule in the provinces is from 11:00AM onwards, Tuesday to Saturday. Your recipient may also pick-up his/her package at the nearest courier branch if he or she happens to live outside the delivery zone area of our courier service.

 
How many days in advance should I place my order?

Orders should be placed two (2) days prior to the desired delivery date. If for any reason, the desired delivery date cannot be met, you will be informed through email.

 
Beauty, Health and Personal Care Services

 
Does Sendah offer health and wellness packages?

Aside from airtime mobile credits (load), gift certificates, flowers, etc, Sendah also offers services that promote a healthy lifestyle. Under the Beauty, Health and Personal Care category, you can purchase Emergency Room cards, Sendah Dental Cards, and Panaload Super – a load plus Personal Accident insurance product.

 
What is PanaloCare?

PanaloCare DHI is an affordable Daily Hospital Income (DHI), Intensive Care Unit Income (ICUI) and Personal Accident (PA) insurance product that will be sold through Ayannah’s Sendah Direct Platform.

 
Eligibility

  • Must be 18 to 64 years old
  • In good health
  • Active and free from any infirmities or disabilities
  • No pre-existing medical conditions
  • Exclusive for Filipinos residing in the Philippines for at least 6 months

 
Highlights of the General Terms & Conditions for all Product Options

  • DHI coverage – beneficiary gets cash benefit for each day of hospitalization
    1. 1,000 consecutive days maximum coverage
    2. One can avail of this even if the first day of hospitalization is the last day of the coverage period
  • Intensive Care Unit (ICU) coverage – beneficiary gets double the cash benefit of DHI benefit for each day in the hospital’s ICU
    1. 120 consecutive days maximum ICU coverage
  • PA coverage – beneficiary gets cash benefit upon death of the member from accident
  • 15 days waiting period on the 1st month before one can avail of the benefits of PanaloCare DHI
  • Minimum of 3 days hospitalization to avail (applies to the first episode of hospitalization within the coverage period)
  • Multi-use within the coverage period (On a case-to-case basis, 2nd episode of hospitalization onward within the coverage period may not require a 3-day minimum hospitalization.)
  • 31 days grace period for renewal, after which the coverage terminates, a new certificate of cover will be in-effect upon renewal and a 15-day waiting period will take effect
  • Upgrade Eligibility- members (currently enrolled to PanaloCare or PanaloCare Annual), who wish to upgrade to a higher-value product (e.g. PanaloCare to PanaloCare Plus or PanaloCare Annual to PanaloCare Plus Annual) can do so without any restriction or a 15-day waiting period, provided their coverage has not lapsed or expired and they have been continuously subscribed to PanaloCare DHI or PanaloCare DHI Annual for at least six (6) months. On the 7 th month onwards, the policy can be upgraded to PanaloCare DHI Plus, as long as the member pays for the additional insurance premium for the the upgrade.
  • Downgrading the policy
    1. PanaloCare DHI Plusor PanaloCare DHI Plus Annual has a lock-in period of 12 months. If a member wishes to downgrade the subscription before the lock-in period expires, the 15-day waiting period will apply on the 1 st month of the downgraded policy. -Basis for claim benefit will be the total number of days in the hospital (date & time of confinement & discharge to be stated on the hospital statement of account [SOA] are required during claims)
    2. Members may request for a partial claim during hospitalization as long as they can provide a hospital statement of account [SOA] for at least 3-days hospitalization and the other required documents for claims.
    3. Valid ID or alternatives (such as Birth Certificate of beneficiary) are required during claims.
  • Basis for claim benefit will be the total number of days in the hospital (date & time of confinement & discharge to be stated on the hospital statement of account [SOA] are required during claims)
  • Members may request for a partial claim during hospitalization as long as they can provide a hospital statement of account [SOA] for at least 3-days hospitalization and the other required documents for claims
  • Valid ID or alternatives (such as Birth Certificate of beneficiary) are required during claims.

 
Checklist of Required Documents for Claims for Hospitalization and ICU

  • Accomplished Notice of Claim Form (downloadable from PanaloCare DHI website)
  • Original or Certified True Copy of the Statement of Account from the Hospital
  • Police Report (when emergency/ hospitalization was caused by an accident)

 
Checklist of Required Documents for Claims for Accidental Death

 
Highlights of the General Terms & Conditions for Specific Product Options

  1. PanaloCare DHI
    1. Price: US$ 2.99 for 30-day coverage
    2. Daily Hospital Income Benefits
      1. Ages 18-45 = Php 250 per day
      2. Ages 46-55 = Php 200 per day
      3. Ages 56-64 = Php 120 per day
    3. Intensive Care Unit Income Benefits
      1. Ages 18-45 = Php 500 per day
      2. Ages 46-55 = Php 400 per day
      3. Ages 56-64 = Php 240 per day
    4. Other Terms and Conditions Highlights for DHI
      1. 15 days to avail on 1st month
      2. 30 days to avail 2nd month onwards
      3. 30 days coverage period up to 1,000 consecutive days
    5. Personal Accident Benefit
      1. Php 10,000 (for accidental death)
  2. PanaloCare DHI Plus
    1. Price: US$ 5.99 for 30-day coverage
    2. Daily Hospital Income Benefits
      1. Ages 18-45 = Php 500 per day
      2. Ages 46-55 = Php 400 per day
      3. Ages 56-64 = Php 250 per day
    3. Intensive Care Unit Income Benefits
      1. Ages 18-45 = Php 1,000 per day
      2. Ages 46-55 = Php 800 per day
      3. Ages 56-64 = Php 500 per day
    4. Other Terms and Conditions Highlights for DHI
      1. 15 days to avail on 1st month
      2. 30 days to avail 2nd month onwards
      3. 30 days coverage period up to 1,000 consecutive days
    5. Personal Accident Benefit
      1. Php 15,000 (for accidental death)
  3. PanaloCare DHI Annual
    1. Price: US$ 31.99 for 1 year coverage
    2. Daily Hospital Income Benefits
      1. Ages 18-45 = Php 250 per day
      2. Ages 46-55 = Php 200 per day
      3. Ages 56-64 = Php 120 per day
    3. Intensive Care Unit Income Benefits
      1. Ages 18-45 = Php 500 per day
      2. Ages 46-55 = Php 400 per day
      3. Ages 56-64 = Php 240 per day
    4. Other Terms and Conditions Highlights for DHI
      1. 1 year coverage up to 1,000 consecutive days
    5. Personal Accident Benefit
      1. Php 10,000 (for accidental death)
  4. PanaloCare DHI Plus Annual
    1. Price: US$ 62.99 for 1 year coverage
    2. Daily Hospital Income Benefits
      1. Ages 18-45 = Php 500 per day
      2. Ages 46-55 = Php 400 per day
      3. Ages 56-64 = Php 250 per day
    3. Intensive Care Unit Income Benefits
      1. Ages 18-45 = Php 1,000 per day
      2. Ages 46-55 = Php 800 per day
      3. Ages 56-64 = Php 500 per day
    4. Other Terms and Conditions Highlights for DHI
      1. 1 year coverage up to 1,000 consecutive days
    5. Personal Accident Benefit
      1. Php 15,000 (for accidental death)

 
What is the ER Card Plus?

The Emergency Room Card Plus offers 3 variants that can be used at any accredited hospital of MedAsia in partnership with Paramount Life & General Insurance Corporation. It offers coverage of up to Php 5,000 (emergency room services) and up to Php 10,000 (accidental death benefit).

 
ER CARD VARIANTS

  1. ER Card 400
    1. Emergency coverage ( Php 5,000)
    2. Accidental Death (Php 10,000)
  2. ER Card 700
    1. Emergency Coverage ( Php 10,000)
    2. Accidental Death and Disablement ( Php 10,000)
    3. Burial Assistance ( Php 10,000)
  3. ER Card with Unlimited Consult
    1. Emergency Room coverage up to (Php 5,000)
    2. Accidental Death Benefit of (Php 10,000)
    3. Healthway Outpatient Coverage
      1. Unlimited consultation with Primary Care Physician (Family Medicine and Internal Medicine) and General Dentist
      2. Fixed fee of Php 500.00 for specialist consults except neurologists, dental specialists and psychiatrists
      3. 10% discount on laboratory, diagnostic test and dental services, such as oral prophylaxis, filling and tooth extraction (except packages, orthodontics and aesthetic services)

Important: The ER card is a guarantee that your recipient will get prompt medical treatment in case of an accident. Please remind your recipient to carry this card with him/her at all times and to have a valid ID ready if ever he/she needs to avail the emergency room service.

 
What is an emergency case covered by the ER Card?

As defined by Paramount Life & General Insurance Corporation, an emergency means life threatening or accidental injury or a sudden and unexpected onset of a condition, which at the time of occurrence reasonably appears to have the potential of causing immediate disability or death or which requires the immediate alleviation of pain or discomfort. This illness or injury requires immediate and urgent medical care, which the member secures within 24 hours from said onset or occurrence provided such illness or injury is not part of the exclusions.

 
How can my recipient activate the ER Card Plus?

Your recipient needs to register his/her ER Card Plus by calling MedAsia Philippines at telephone numbers +632 636-6832 (Metro Manila Operations Hotline) and at 1-800-1-888-0012 (Provincial Toll Free No.).

Your recipient will then be required to give the following information:

  • Name
  • Mother’s full name
  • Address
  • Mobile number
  • Date of birth
  • Occupation

The card will be ready for use 72 hours after registration.

 
What is the validity period of the ER Card?

The ER Card is valid for one (1) year from date of activation. It can only be used once within the validity period. It cannot be used for emergency care services in emergency rooms of hospitals that are not accredited by MedAsia.

Important: Activate the ER Card Plus before the date indicated on the face of the card. Failure to do so will render the card expired. A valid ID must be presented along with the ER Card to the admitting hospital to avail of the emergency room service.

 
Who is eligible to use the ER Card?

The ER Card can be used by anyone aged 4 years up to 64 years. Only a maximum of three (3) cards can be availed of by one person within a 12-month period.

 
Is the ER Card transferrable?

The benefits of the ER Card cannot be transferred to any other person or entity. The person under whose name or identity the card is registered is the sole beneficiary of this card.

 
What are the cases not covered by the ER Card?

  • Self-inflicted wounds or injuries due to gross negligence or attempt at suicide;
  • Injuries or illness arising from alcoholism;
  • Pregnancy or related conditions;
  • Check-ups or consultations;
  • Periodic and/or regular maintenance treatment of chronic illness/disease;
  • Sexually transmitted diseases;
  • War or warlike operations, military or police actions, civil commotion, civil war, rebellion, revolution, insurrection;
  • Terrorism;
  • Injuries sustained while in the line of military, police, firefighting, peacekeeping service and the like.

 
What is the limitation of liability for the ER Card?

Sendah does not warrant the quality of service or treatment provided by the hospitals/clinics and/or its staff. In no event will Sendah or its service providers be liable for any consequential, punitive, or special damages arising from negligence or improper treatment of the hospitals/clinics and/or its staff, even if a representative of Sendah or any supplier has been advised of the possibility of such damages, or for any claim by any third party arising from such occurrence.

 
Where do I get the latest and complete list of accredited Hospitals & Medical Centers?

Please call MedAsia Philippines at 636-6832 (24-hour hotline for Metro Manila Operations) or 1-800-1-888-0012 (Provincial Toll Free Number) for the latest and complete list of accredited hospitals and medical centers.

Note: Where emergency room services are availed to a non-accredited hospital. Only 80% or Php 4,000 of the total emergency room billing is reimbursable by Paramount. Also, such emergency room services are strictly limited to incidences directly caused by vehicular accidents.

Treatment of these emergency cases must be done inside the emergency room of a hospital only. In order to file such a claim, the cardholder must present the valid ER Card, valid identification, original copy of Police Incidence Report relating to the vehicular accident and emergency room billings.

 
Which hospitals and medical centers are accredited?

You may check the Directory of Accredited MedAsia Hospitals: http://www.paramount.com.ph/products-services/special-lines/er-card/er-card-affiliated-hospitals

 

What is the Sendah Dental Card?

Your recipient can use the Sendah Dental Card to get quality and affordable dental care at any accredited clinic of the Dental Network Company.

 

What is the validity period of the Sendah Dental Card?

The Sendah Dental Card is valid for one (1) year only. The card must be used before the expiry period (expiry date can be seen in front of the card). A valid ID must be presented along with the Sendah Dental Card to any accredited clinic for prompt service.

 
How can I activate the Sendah Dental Card?

The Sendah Dental Card must be activated before the date indicated on the face of the card. Failure to do so will render the card expired. The card can be activated by contacting the Dental Network Company Hotline. The telephone numbers are: +632 535-3181 and +632 535-3187 for Metro Manila and 1-800-101-DENTAL (provincial toll free number).
During activation, you will be asked to provide the operator with the card number indicated on the face of the card and the Dental Card PIN found at the back of the card.

The card is ready for use 72 hours after activation.

 

What are the benefits covered by the Sendah Dental Card?

Sendah Dental Plan A Coverage (Adult Individual - Ages 13 and Above)

  1. One (1) oral prophylaxis per year (mild to moderate cases only)
  2. Simple tooth extractions (2 teeth per year)
  3. Temporary filings (2 teeth per year)


Is the Sendah Dental Card transferrable?

The benefits are non-transferrable. Only the person for whom the card is registered can avail the benefits.
What are the cases not covered by the Sendah Dental Card?

The following cases are not covered by the Sendah Dental Card:

  • Root canal treatments
  • Prefabricated stainless steel or prefabricated resin crowns
  • Treatment for periodontal disease
  • X-rays needed for diagnosis; ( x-rays must justify extensive dental work requiring emergency treatment)
  • Removal of cysts or tumors; biopsies; repair of traumatic wounds
  • Treatment of fractures of maxilla and mandible
  • Dental surgery that requires inpatient hospitalization
  • Hospital outpatient dental surgery

 

What is the limitation of liability for the Sendah Dental Card?

Sendah does not guarantee the quality of service provided by the clinics and/or its staff. In the same way, Sendah or its partners shall not be liable for any punitive, consequence or damages that occur during the improper treatment or negligence by the clinics and or/its staff, even if the possibility of such damages has been advised to Sendah's representative.

 

Which dental clinics are accredited?

You may call the Dental Network Company Hotline for a list of dental clinics that accept the Sendah Dental Card. The telephone numbers are: +632 535-3181 and +632 535-3187 for Metro Manila and 1-800-101-DENTAL (provincial toll free number).

 

What are ER Vantage Programs?

ER Vantage are one-time use emergency hospital cards.

ER Vantage program provides coverage for hospital emergency care leading to admission. It could also be used just for hospital out-patient emergency care. There are 3 variants of ER Vantage card that one can choose depending on his/her needs.

VariantsER Vantage 40ER Vantage 60ER Vantage 80
Aggregate Benefit LimitPhp 40,000Php 60,000Php 80,000
Room ClassificationWardSemi-PrivateRegular Private
PriceUS$ 30US$ 35US$ 40

 

What are the coverable cases?

Depending on the program’s service coverage, the following are the covered conditions:

  • Accidents, excluding Cerebrovascular
  • Acute Appendicitis
  • Acute BronchitisAcute Gastritis
  • Acute Gastroenteritis
  • Acute Pharyngitis
  • Acute Pyelonephritis
  • Acute Sinusitis
  • Acute Tonsillitis
  • Acute Upper Respiratory Tract Infection
  • Amoebiasis
  • Cellulitis
  • Dengue
  • Fracture, new
  • Pneumonia
  • Sprain
  • Typhoid Fever
  • Upper Respiratory Tract Infection
  • Urinary Tract Infection
  • Viral Infection

Accidents except for cerebrovascular accidents (stroke) and injuries suffered because of member’s misconduct, voluntary participation in hazardous sport or activity and military service or under conditions of war.

 

Are all expenses incurred in the Hospital covered?

ER Vantage card depending on the chosen variant provides coverage of hospital emergency room care plus expenses for the room and board, diagnostic and therapeutic procedures as medically necessary during confinement up to the plan aggregate limit. Special modalities of treatment is also subject to Php5,000 inner limit.

 

What if the total aggregate limit will not be consumed totally can I again use the card in the future?

The ER Vantage card are for one-time use only, regardless if the total aggregate benefit limit is consumed or not.

The advantage of ER Vantage card is that for a very affordable amount, you are assured of assistance, if not all, for the big portion of the hospital emergency care expenses that you will incur.

 

Do I need to have a PhilHealth for ER Vantage card?

For ER Vantage once there is an admission, a PhilHealth coverage is required. However, for those who do not have PhilHealth coverage, one may just pay the PhilHealth portion of the hospital bill before discharge.

 

Who are qualified to have an ER Vantage card?

It is so convenient to have an ER vantage card. The only membership requirement is the age. Individuals must be 6 months to 64 years old from the card’s effectivity (7days after registration). Registration is just through text.

 

Once I register an ER Vantage card, can I already use it? 

No, you can use your emergency hospital card, 7 days after registration. That is why it is important to immediately register your ER Vantage card once you get it.

 

Is there a limit on the number of times I can register an ER Vantage card in my name?

There is no limit of the number of cards that you may register in your name within a year. However, you can only register the second card after the first card is availed. Meaning there should only be one active card at any given time.

  

If I have another PhilCare card with hospitalization benefits, can I register for an ER Vantage card?

You cannot register an ER Vantage card if you are already enrolled in other PhilCare’s health programs with hospitalization benefits even if your aggregate benefit limit was already consumed.

  

Can I register an ER Vantage card for another person?

Yes, you may register an ER Vantage card in behalf of another person as long as you know their personal data required for the text registration. Individuals to be registered must be 6 months to 64 years old from the date of the card effectivity (7 days from registration).

 

How long will the ER Vantage card be effective?

You may use the card within one year from the start of card effectivity

 

Are ER Vantage cards transferable?

Until registered, the ER Vantage cards are transferable. That is why one can purchase the cards for gifts or corporate giveaways.

 

Can I use the ER Vantage card in hospitals not included in the card’s provider list? 

No, services can only be availed in the designated hospitals. We have already made arrangements with the hospitals regarding the procedures for accepting the cards and provision of services.

There are more than 450 hospitals nationwide where you may avail the services for ER Vantage card.

 

What are the non-covered illnesses and diseases?

The following are the diseases and conditions in which the emergency and hospitalization health cards cannot be used. No health care benefits shall be paid for the following services, procedures or conditions. This is not a complete list of non-covered illnesses and diseases. PhilCare reserves the right to have the final interpretation of all definition, provisions and articles relating to the health cards.

  

A. List of diseases not covered but not limited to:

Anal fistulae / Asthma / Auto immune conditions / Cardiovascular diseases / Calculi of the urinary system / Cataracts / Sinus conditions requiring surgery / Cerebrovascular diseases / Cholecystitis/cholelithiasis / Chronic skin conditions / Cirrhosis of the liver / Collagen disease / Degenerative conditions / Diabetes mellitus / Diseased tonsils requiring surgery / Endometriosis / Epilepsy / Gastric or duodenal ulcer / Hallux valgus / Hemorrhoids / Hernia / HIV/AIDS / Hypertension / Neurologic conditions  / Obesity, dyslipidemia  and other metabolic conditions / Pathological abnormalities of nasal septum and turbinates / Thyroid conditions / Tuberculosis / Tumors, whether benign or malignant of all organs and organ systems, including malignancies of the blood or bone marrow / Non-emergency case during point of availment / Pre-existing and congenital conditions Pre-existing and congenital conditions – An illness or condition shall be considered pre-existing if, prior to the effective date of health coverage the pathogenesis of such illness or condition has started, whether or not the member is aware of such illness or condition.

 

B. General exclusions applicable to health care coverage.

  • Care by Non-Affiliated Physician in either Affiliated or Non-Affiliated Hospitals
  • Care by an Affiliated Physician in Non-Affiliated Hospital
  • Additional hospital charges and professional fees resulting from taking a room category higher than that specified in the member’s benefit schedule
  • Additional personal comfort items (e.g., telephone and television, additional food trays, admission kit and such other items of the same nature)
  • Procurement or use of corrective appliances, prosthesis, artificial aids and durable equipment such as but not limited to the following: stents, prolene mesh, pins, screws, plates, wires, VP shunt, clips, hearing aids, intraocular lens, eyeglasses, contact lenses, balloons, valves;  braces, crutches, pace maker
  • All pregnancy-related conditions and complications relating to mother and unborn child, requiring medical and surgical care, regardless of time/date of occurrence (during the actual time of pregnancy or thereafter)
  • All sexually transmitted diseases
  • Blood screening, blood typing, cross-matching for potential donors in relation to blood donation and transfusion
  • All forms of behavioral disorders whether congenital or acquired; developmental or psychiatric disorder; psychosomatic illness
  • Any injury, illness or condition which the member may suffer after he has taken intoxicating drugs or alcoholic beverage as evidenced by clinical history or  alcoholic breath as determined by the examining physician and/or conditions or illnesses resulting from alcoholism and drug addiction
  • Medical or surgical procedures that are experimental in nature and those that are not generally accepted as standard medical treatment by the medical profession, that may include but is not limited to Chiropractic Services, Acupuncture, and Reflexology;
  • Allergens used for hypersensitivity testing regardless if administered as an out patient or in patient procedure
  • Treatment of injuries or illnesses resulting from the voluntary participation of a member in any hazardous sport or activity that may include but is not limited to:  bungee jumping, scuba diving, hang-gliding, mountain climbing, parachuting, surfing, rock climbing, airsoft, paintballing, boxing, wrestling, martial arts (such as taekwondo, judo, karate, etc.), gymnastics, motor sports (drag racing, jet skiing), wakeboarding, water skiing and all such other voluntary activities which pose a grave danger to life and limb.
  • Treatment of injuries or illnesses due to military service or suffered under conditions of war
  • Treatment of injuries or illnesses wherein the care or reimbursement of services is provided by law or a government program, up to the stipulated limits
  • Treatment of any injury which is proven to be attributable to the member’s own misconduct such as negligence, intemperate use of drugs or alcoholic liquor, direct or indirect participation in the commission of a crime, whether consummated or not, violation of a law or ordinance, unnecessary exposure to imminent danger or hazard to health, including fireworks related injuries, infections or complications as a result of tattoos and piercing of the ear or any body part, whether self-inflicted or done by a third party, or attempted suicide or self-destruction, whether sane or insane
  • All cases of assault perpetrated by the Member including domestic violence which result in harm or injury to the Member perpetrator
  • Vaccines, whether elective or administered during an emergency treatment are not covered
  • In-patient pain management necessitating specialized pain management team and/or the use of specialize equipments
  • All diseases declared as epidemic by the Department of Health (DOH) and any other recognized health agencies
  • All hospital charges and professional fees incurred after the day and time the discharge from hospital has been duly authorized
  • All procedures and/ or services considered screening
  • Pre-existing and congenital anomalies and conditions, and their complications
  • Cosmetic procedure and surgery and oral surgery solely for the purpose of beautification except reconstructive surgery to treat functional defects due to disease or accidental injury

Where can I get a list of ER Vantage and Health Vantage Classic Card Service Providers?

You may check out PhilCare's list of service providers here: http://www.philcare.com.ph/er-cards-service-providers

What are Medical and Dental consultation cards?                 

These cards allow you to avail of consultation services from its national network of medical specialists, and dentists in any of PhilCare’s affiliated hospital or clinics for one year.

1.     Unlimited medical and dental consultations for adults aged 65 years old and above at any PhilCare’s affiliated hospital or clinics nationwide for one year.

2.     Unlimited medical and dental consultations for adults aged 18-64 years old at any PhilCare’s affiliated hospital or clinics nationwide for one year.

3.     Unlimited medical and dental consultations for adults aged 1-17 years old  at any PhilCare’s affiliated hospital or clinics nationwide for one year.

                Frequently Asked Questions

1. What are the benefits of the consultation cards?

The PhilCare Consultation Card allows you to avail of unlimited out-patient consultation services for 12 months from its nationwide network of medical specialists and dentists.

                2. Can I use it when I am hospitalized?

No, the consultation card is only for an out-patient consultation.
You can seek out-patient consultation from PhilCare affiliated physicians regardless if they are hold their clinics in the hospital area or in another premises/clinic outside of the hospital.

3. Is it transferable?

The consultation card is not transferable once successfully registered. The name that has been entered during SMS registration will be the recognized PhilCare member.

4. How to register?

Read and carefully follow the SMS registration instructions on the reverse of the PhilCare Consultation Card. Registration is required for the availment of benefits. Coverage is effective three (3) calendar days from successful text registration. By registering, you agree to the terms and conditions governing the use of the Philcare Consultation Card.

To register, text details to any of the numbers below and in the following format:
0908-8872273 for Smart 0917-8872273 for Globe 0932-8872273 for SUN
Product code Serial NumberPin CodeFirst Name, Middle Name,Last Name Birth Date (mm/dd/yyyy)Gender(m/f)Birth Place(city/province).

Sample Text:
MDCK MDCK12345 12345 Juan,Reyes,DeLa Cruz 01/01/2001 M San Fernando, Pampanga

5. When will the one year coverage start?

The count of one year starts once card is activated. Card is activated three (3 )days after successful registration.

6. How would I know if I was able to successfully register?

Once the PhilCare system receives your registration text, you will receive a text reply from Philcare informing you if your registration is successful or not and will advise you is there is a concern in the data you entered.
If you have not received an SMS reply within 15 minutes or you need assistance to register, please call our Customer Service Hotline at +63 (2) 462-1800. For outside Metro Manila, please call 1-800-1888-3230 Toll Free for PLDT

7. When can I avail the consultation service?

After three (3) calendar days of successful registration, you can already avail of consultation services.

8. What is the procedure for availment of the consultation services?

Set an appointment with the doctor prior your day of visit to make sure that he will be holding his clinic on the day you desire to have your consultation and also that you will be accommodated.
You have to present a Letter of Authorization (LoA), personalized member card and one (1) valid ID to the doctor on the day of availment.
Note that consultation must be availed within the LoA validity period which is with Three (3) calendar days start from day of issuance and must be provided by the doctor indicated in the LoA.

9. How do I get a LoA?

The beauty of the consultation card, it is very convenient for you to get a LoA. You just self-generate it from the PhilCare website. You can do it in your most convenient time and day.

Here are the steps to get a LoA:
Step 1 : Go to www.philcare.com.ph/consultationcards and click request for LoA. Input your certificate number provided to you upon SMS registration. Include also your birthdate and birthplace.
Step 2: Select your choices of area, hospital/clinic, specialization and doctor
Step 3: Download and print the Letter of Authorization (LoA) and your personalized membership card

10. Can I avail of medical services without a Letter of Authorization (LoA)?

No, you cannot avail of the consultation service without a LoA .
The LoA is the document that would inform the doctor that you have been authorized by PhilCare to have a consultation service.
You have to submit the 2 copies of the LoA to the doctor. He will forward one copy to PhilCare for his professional fee to processed and paid. And the other copy of the LoA for his reference.

11. Do I need to generate a LoA everytime I will avail of a consultation service?

Yes, a new LoA should be downloaded for every consultation service. An approval code will be indicated by the system per LoA extracted. The approval code indicates that PhilCare allows you to have the consultation service.

12. Is there a limit on how many consultation I can avail within a day?

There is no limit on how many consultations you can avail in a day . You just need to generate separate LoAs for the consultation services you would need.

13. Can I get LoA from PhilCare offices and PhilCare clinics?

We design that LoA should be self generated for it to be very convenient for you.
Please call our Customer Service Hotline at +63 (02) 462-1800; for outside Metro Manila (toll-free for PLDT): 1-800-1888-3230 for assistance if there is a concern on downloading an LoA.
PhilCare offices and clinics will only issue an LoA if the PhilCare website system is down, otherwise LoA must be self-generated.

14. Can I avail of any consultation service?

Enjoy the perks of all-around health and wellness by using it for regular check-ups or monitoring of existing conditions except for for consultations relating to maternity-related cases and cases related to all forms of behavioral disorders, developmental, psychiatric disorder and psychosomatic illness, whether congenital or acquired.

15. What is the procedure I need to follow for the dental consultation?

For the dental services availment, you just download and print the personalized consultation card and present this together with one valid ID to the dental clinic on the day of availment.
Same as for medical consultation, we advice you to set an appointment with the dentists.

16. Can I also request for other services example laboratory examinations etc.?

The consultation card covers only the consultation fee. Other services will not be paid by PhilCare

17. Do I need to pay any additional amount to the doctor if I just requested for consultation services?

No, PhilCare will already take care of the consultation fee. You should not pay any excess charges relating to the consultation service.

List of Accredited Specialists and Dentists

List of specialists, List of dentists               

Have a question that isn't answered here? You may e-mail help@sendah.com or call + 1 415 800 4798. Our Customer Service Representatives are available 24 hours a day, 7 days a week.