COVID-19 – Information Portal2020-06-11T09:26:28+01:00

COVID-19 – Information Portal

We are currently in uncharted territory and at this time our clients welfare is more important to us than ever. In order to be able to support and guide you over the next few weeks we have collated all the information we feel is important and relevant to you with regards to your insurance policies and your health. The situation and the information we are receiving is ever changing and we promise to update this page as and when is necessary.

Important changes to our working operations

It is important that we look after our employees, their families and our clients during these uncertain times. As a result, we will be making some changes to our working operations to ensure the safety and well-being of all concerned whilst continuing to deliver strong service standards for all our clients.

Effective Monday 23rd March 2020, we will be introducing a lean working model across our different offices with non – office colleagues fully available but working remotely. This will be in place for the next 4 weeks, subject to ongoing review. 

We can assure you that business will continue as normal and emergency lines will be manned as per usual. Your regular account managers will be available on their normal telephone lines and via email. However, we would strongly encourage our clients to support our use of technology such as teleconferencing to conduct meetings rather than coming to the office where possible.

Please see below for further information on coverage per office as per the effective date

Muthaiga Office: Remains open from 08:30 – 16:30 with lean staffing structure in place.
Karen Office: Remains open from 08:30 – 16:30 with lean staffing structure in place.
Nanyuki Office: Closed until further notice but Tracey White is contactable via email and phone as per normal.
Arusha Office: Remains open (subject to ongoing review)
Mauritius Office: Is now open from 09:00-17:00 with a staff rotation in place.

Our 24/7 emergency numbers

What do I do if I am showing symptoms?

Kenya:

This is the advised protocol from the Kenyan Ministry of Health:

If you suspect you have the symptoms for Covid-19, you should follow these steps:

  1. Stay home and ensure you self-isolate for 14 days with minimum contact with people outside your home
  2. You can call the Ministry of Health hotline numbers (see below).
  3. You will undergo a telephone screening. After assessment, if it is deemed necessary, a Rapid Response Team (RRT) would be sent by the Ministry to your location.
  4. Test samples would be taken on site and dispatched to the testing laboratories. There are two laboratories that are equipped to carry out testing at the moment:
    1. National Public Health Laboratories
    2. Kenya Medical Research Institute (KEMRI)
  5. Test results are expected to be confirmed within 6 hours
  6. You would then be taken to quarantine in an isolation wards at an approved facility
    1. We have confirmation that Kenyatta National Hospital, Mbagathi Hospital and Aga Khan Hospital are equipped for Covid-19 cases
  7. If you test positive – you would be treated whilst in quarantine
  8. If you test negative – you would be released and told to self -isolate for 14 days.

In any instance that you wish to go their nearest medical facility, you may do so. However, please note that you may risk spreading the virus through travel. All major hospitals and clinics have a screening tent at the entry:

  1. Upon in initial screening, if you deemed at risk, the Rapid Response Team will be contacted to take test samples.
  2. You would then be taken to quarantine in an isolation wards at an approved facility
    1. We have confirmation that Kenyatta National Hospital, Mbagathi Hospital and Aga Khan Hospital are equipped for Covid-19 cases
  3. If you test positive – you would be treated whilst in quarantine
  4. If you test negative – you would be released and told to self -isolate for 14 days.

If you wish to seek a telephone consultation, you may call Columbia Africa on +254 (0) 707 333 666 / +254 (0) 709 496 000 to book your consultation.

UK

Please follow the NHS guidelines and call 111
(https://www.nhs.uk/conditions/coronavirus-covid-19/)

Tanzania:

We are still awaiting more concrete information on TZ and will advise when we have an update.

Useful contacts

Kenya

Aga Khan Hospital: +254 (0)709931700
Click here for website

Ministry of Health: +254 (0)729471414 / +254 (0)732353535
Health Helpline: 719 or dial *719#
Toll-free lines:  0800 721 316
http://www.health.go.ke/covid-19/
http://www.health.go.ke/press-releases/

AAR Hotline: +254 (0)709701000

Columbia Africa:+254 (0) 707 333 666 / +254 (0) 709 496 000

MP Shah Hospital: +254 (0)704419736

Mbagathi Hospital: +254 (0) 202724712

Tanzania

Hotline number: 0800110124 / 0800110125
https://www.moh.go.tz/en/

Mauritius

Hotline number:
8924  (during weekdays 9 a.m – 4 p.m)
8928  (during weekends /Public Holidays or after 4p.m)

World Health Organisation

To find out more about corona virus and to stay abreast of all the developments please consult the World Health Organisation website: https://www.who.int/health-topics/coronavirus

World Health Organisation Mobile: +41 79 893 18 92 – Save this on your phone book and send a whatsapp message “Hi”. You will get latest guidance and prevention news on Covid-19 Pandemic on whatsapp directly form WHO Geneva

To see the impact of Covid-19 on your insurance policy please see the sections below.

General Insurance

Life Insurance

There are no exclusions relating to epidemics and pandemics on death benefits for Atlas Life, Unilife and JWS Protect policies. We are seeking confirmation from local life insurers in Kenya for a firm position and will provide an update.

Local Medical Insurance

Local Medical Insurers have advised their current position allows for all medically necessary treatment and testing for Covid-19 to be covered as per your policy benefits and limits. However, the following conditions will apply:

  • Cases must diagnosed and treated in a medical facility or public hospital that has been authorised by the Kenyan government
    • The authorised facilities are:
      • Kenyatta National Hospital
      • Mbagathi District Hospital
      • KEMRI Stations (Nairobi, Kisumu, Mombasa)
      • Level 4 and Level 5 Hospitals
  • All eligible claims arising from Covid-19 will be reimbursed on a pay and claim basis
  • Please note, there may be restrictions to coverage based on your specific plan, location and any personal medical exclusions that have been applied to your policy

Telehealth

Telehealth allows you to access expert medical advice from the comfort of your home, which is extremely reassuring in this current environment. Please click on your individual health policy below for more information.

For those that don’t have access to tele-health services via their insurer or simply want to access medical advice locally in Kenya, we have partnered with Valentis Health to provide our clients with access to their tele-health service Dial Daktari. For just 300/- Dial Daktari provides a medical consultation inclusive of expert medical advice and a prescription if necessary.

Download the free Valentis Health App on Play store or the App store.

To find out more about Dial Daktari and how is can be of assistance over the coming months you can access our recent webinar with Dr Don Othoro from Dial Daktari here.

If you are unsure what your current policy benefits are, please do get in touch with your account manager

International Private Medical Insurance

Please be advised that the response to COVID19 is being organised and managed by each country’s respective governments and health authorities. At this time, understandably, governments want to control 100% of Covid-19 cases to ensure they contain the outbreak, and insurers are obliged to adhere to the processes that each country dictates. People may be routed to (some private) or public hospitals for testing/isolation and then referred onto the key providers for treatment if it is required. This will deviate from typical member experience but the COVID testing/screening and isolation response is not being arranged by international insurers and we have to work within the parameters of what the governments put in place.

The general message across all International Private Medical Insurers is that their current position allows for treatment and testing for Covid-19. However, there may be restrictions to coverage based on your specific plan, location and any personal medical exclusions that have been applied on your policy. We therefore strongly advise that you contact your insurer for a confirmation of your personal coverage and to seek pre-authorisation for any necessary treatment relating to Covid-19.

With more people having to self-isolate at home there are potential concerns over their jobs, health and any financial impact. Some insurers do offer additional benefits such as Employee Assistance Programmes and Tele-health services which we view as useful sources of support in times like this. To clarify an Employee Assistance Programme can help you find the right support using mechanisms such as counselling, resources, referrals and information to help you face every day concerns and issues. A Virtual Doctor service (also known as Telehealth) gives you access to medical support and advice whenever you need it, from the comfort of your home.

If you are unsure what your current policy benefits are, require assistance pre-authorising treatment or would like to know whether your policy has provisions for additional benefits are on your policy, please do get in touch with your account manager.

To get more information, please click on your healthcare policy providers name below:

JWS Worldwide Health Plan
JWS Worldwide Health Plan
Africa Wellness Solutions
Africa Wellness Solutions
JWS Safari Health Plan
JWS Safari Health Plan
Bupa Global
Bupa Global
Aetna International
Aetna International
AXA International
AXA International
Now Health International
Now Health International
William Russell
William Russell
Hollard Cigna Health
Hollard Cigna Health
Allianz Care
Allianz Care
Cigna Global Health Options
Cigna Global Health Options
Exeter Worldwide InterPlan
Exeter Worldwide InterPlan

Covid-19 – Healthcare FAQ

We have understandably received many questions over the past few weeks asking how your health insurance might be impacted by Covid-19. We have collated all these questions and answers and formed an FAQ document which you can find below.

If you don´t find the answers to your questions in the FAQs then please just get in touch.

Healthcare FAQ

News and Blog Updates

October 2020

August 2020

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