Frequently asked questions

Simply download the Sabadell Seguro Vida app or register by clicking the "Login" button on this website and selecting "Create your account". You will need to enter your details to complete the registration.

You can find the policy number in the Welcome email, as well as in the Specific Conditions of your Insurance. Remember that the policy number always has 9 digits, and it is possible that it begins with a 0. If you cannot find it, you can contact your manager.

Yes. You can add minors to your profile as dependents and share access to the platform with your spouse and children under 23 years of age as beneficiaries of the services.

It is important to note that we do not offer an emergency service. If you feel very unwell and have a medical emergency, you should call your local emergency number or go directly to the nearest emergency hospital or urgent care center.

Conditions we cannot treat remotely include (but are not limited to):

• Chest pain
• Difficulty breathing
• Severe abdominal pain
• Heavy bleeding
• Thoughts of suicide or self-harm
• Seizures
• Loss of consciousness/fainting
• High fever in a baby

Log in to your account and click on the "Medical Orientation" link in the top menu. From the drop-down options that appear, select "Medical Orientation." On the next page, you can choose between two options:

• Request a video call: Choose a scheduled appointment and speak to a doctor via video call.
• Talk to a doctor: Request that a doctor call you back as soon as he or she is available.

You will need to confirm your details. We also ask you to briefly state the reason for your consultation. This way we can find out your symptoms and make sure that it is not an emergency. Finally, there is an option that allows you to upload a file. You can add documents (analysis, x-rays, reports, photographs of an injury, etc.) that will help the doctor when answering your question.

One of our managers will first review your appointment request to make sure you do not need urgent intervention, and then a doctor will call you as soon as possible.

As this is a call-out service, a scheduled appointment is not booked, so you should make sure you have your phone nearby and can take a call within a few hours of your request. You should find a quiet place to talk in private and make sure you have good coverage.

In the case of video calls, you will choose a time slot from those available. To connect to the appointment, you must log in to the app or portal at the scheduled time and click on the corresponding appointment in the "Upcoming appointments" section.

Make sure you get online a few minutes in advance and have good coverage. You should find a quiet space where you can talk comfortably with the doctor.

Prescriptions will always be available based on the doctor's medical judgment and the legal status of telemedicine in the country you are located in. In general, our doctors will be able to issue prescriptions when appropriate.

The electronic prescription will be sent to you by email and includes a single-use code.

You can obtain your medication by taking the printed email to your pharmacy or by showing the email directly on your mobile phone to the pharmacist so that they can read the code.

Over-the-counter prescriptions will depend on the specific regulations in each country, and your doctor will be able to advise you on this. In some cases, to obtain a prescription, you may be advised to visit a GP to obtain a local prescription.

Any medication that is within Teladoc's prescription policy may be prescribed – at the doctor's discretion. The most common are: Antipyretics, Analgesics, Anti-inflammatories.

The doctor may also prescribe diagnostic tests or complementary analyses whenever he or she deems it necessary based on his or her professional judgment.

Some medicines cannot be prescribed through an online clinical service. These include controlled medicines such as diazepam, strong painkillers, sleeping pills and medicines that require close monitoring through a GP.

As we do not have access to your GP's notes and records, we must be careful about what we prescribe. In some circumstances, we may need to ask you for additional information before issuing a prescription. Our GPs only prescribe medicines, including antibiotics, if they can do so safely.

Our doctors can prescribe medications related to the specific consultation you have, but this service is not intended to be used as a recurring resource to obtain them. If you are abroad and do not have your medication, in certain countries (such as the United States or Canada, for example) our doctors can request that a doctor in the country prescribe the prescription for you so that you can pick it up at the nearest pharmacy.

Whenever you have doubts and/or questions about your diagnosis, need help deciding on a treatment option, or you have a question about a surgery you need.

Critical illnesses and complex cases such as: cancer cases, major organ transplants, major trauma, severe burns, strokes, autoimmune diseases (e.g. multiple sclerosis), congenital anomalies/deformities, heart disease, paralysis, senile dementia, rare diseases, herniated discs, among others.

Once we receive your request, a medical manager will be assigned to your case who will contact you to explain the service, prepare your medical history and help you gather all the necessary medical documentation. The case will then be sent to the best national or international experts for review and the final report.

Any tests not covered will be paid for by the insured.

Once your medical manager has collected all the information and medical documentation related to your case, you will receive the final report with recommendations from international experts. From receipt of the documentation, the estimated time to receive the results is 7-10 working days.

It is up to the patient to share the report received through our Service with his or her treating physician. However, we encourage you to share and discuss the final report with the physicians who treat you and who are responsible for your treatment.

You should discuss the recommended treatment with your treating physician. Any decisions regarding your treatment will be yours and should be supervised and managed by the physicians treating you.

Your medical manager is available to provide any additional information you may need throughout the process.

Access your account and select the service that best suits your needs.

There are many situations in which you can request psychological guidance: anxiety, stress, burnout, depression, mood swings, grief, breakups, family problems...

Our team of psychologists will contact you to advise you and the following sessions will be mutually agreed upon with your assigned psychologist.

We have a team of clinical psychologists who will advise you according to your situation and needs.

The service is completely confidential. We will only share clinical notes with third parties when we have your explicit consent, unless we are required to do so by law or to prevent harm to you or someone else.

Once you request the service, you will have to answer a short online questionnaire to evaluate your current physical condition.

Based on your answers and priorities, the program establishes a nutritional and physical exercise plan for 4 to 8 weeks to achieve your weight loss goal.

During the weeks of the program, you will receive additional information, such as menu suggestions and recipes for a healthy diet. In addition, you will be asked to complete follow-up questionnaires to assess your progress in the program.

If at any time you feel that you need additional help, you can ask a nutritionist to call you to evaluate your case in more detail and answer your questions.

The program can last 4 or 8 weeks, depending on your initial fitness level and goals.

Download the Sabadell Seguro Vida App, log in to your account and click on the Get Fit Program service, in the Wellness tab. Once you request the service, a nutritionist will connect you to complete the initial questionnaire and you can start using the service.

Yes, you need to answer all the questions to get the most accurate assessment of your health and fitness level. The questions are very easy to answer, and you can complete the questionnaire in just one minute.

The steps to follow, as well as all additional documentation, are sent by email. In addition, all documents will be saved in the "My Appointments" section so that you can consult them whenever you want.

If you wish to make a complaint or express dissatisfaction about your experience using our service, you may contact us by email, telephone or post.

If you wish to make a complaint, we prefer that you do so in writing where possible, as it helps us to understand and investigate the circumstances of your experience.

The contact details are as follows

• Email – sabadellsegurovida@teladochealth.com
• Telephone - call the number listed on this website
• Postal mail - Via Augusta, 252, 260, Sarrià-Sant Gervasi District, 08017 Barcelona

We welcome all feedback. If you found our service helpful, please let us know. If you are not satisfied, please share it with us.

We randomly contact our users to conduct satisfaction surveys so they can rate us and send us their comments. You can also contact us by email using the methods mentioned above.

If you cannot find the answer to your questions in this section, or you have problems with the operation of the web portal or the App, you can contact us at sabadellsegurovida@teladochealth.com or by calling 900 101 557.