Telehealth Frequently Asked Questions

Telehealth is the distribution of health related services and information via electronic information and telecommunication technologies. It allows long-distance patient and clinician contact, care, advice, reminders, education, intervention, monitoring, and remote admissions.

Considering the current coronavirus (COVID-19) situation, if you or your child are not feeling well and you are covered under MetLife medical policy, you can have access to quick, convenient, and confidential medical advice over the phone without having to go to the hospital for an initial consultation.

MetLife is closely working with providers to ensure accessibility to telehealth services through our network base.

Independent telehealth providers.

Healthcare providers, such as hospitals and private clinics, who provide these services for their patients, by connecting them directly with healthcare experts.

Governments who provide telehealth services to specific segments of the community, or for specific reasons (i.e.: the UAE government has set up a hotline for medical questions related to Coronavirus (COVID-19).

TruDoc 24x7: If your employer has selected TruDoc 24x7 as a benefit under the MetLife plan, you can learn more about these services below.

A list of the healthcare providers that have confirmed telehealth services are listed below, and MetLife is contracted to provide these services with these providers. Contact your provider to find out if these services can be provided to you.

UAE citizens and residents have access to government hotlines related to coronavirus (COVID-19), provided at the numbers below:

a. Istijaba – Department of Health: 8001717

b. Ministry of Health and Prevention: 80011111

c. Dubai Health Authority: 800342

Please note the below process is for illustration purposes only. Some providers’ processes can and may differ from the ones below.

The member is to call the dedicated contact number to schedule a telehealth appointment.

During the call, the member needs to have their Emirates ID and insurance policy details on hand for eligibility validation.

The member’s consent is required in order to proceed with the service.

The member explains the reason for the call, and is accordingly allocated to a healthcare professional.

The member is given an appointment, whereby they must make the payment (patient share) prior to the appointment.

If a prescription is required, an electronic one will be issued accordingly via SMS.

The pharmacy will contact the member, confirming dispatch options.

The Pharmacy payment (patient share) will be collected at the time of delivery.

All services are subject to policy terms, conditions and limits.

Once a member calls the respective telehealth network provider and accepts to proceed with a consultation, the provider will give two payment options.

A payment link will be sent, and the member can pay online, or Payment can be collected in cash at the time of medication delivery.

The member’s payment is based on your plan type, and this could be either cost share or deductible subject to policy terms conditions and limits.