Getting started is simple. Click Log In on the [AMOS link], then select Create Your Account. Enter your details to complete the registration.

You can find your policy number in your insurance policy certificate. If you’re accessing the service through a family member’s insurance, just ask the policyholder for their policy number.

Yes. You can add 1 beneficiary (spouse or parent) and up to 5 dependants (children) under your profile, with details as follows:

1. Spouse – The current legally married husband or wife of the policyholder
2. Parent – Biological, step or adoptive parents of the policyholder.
3. Children – Unmarried and unemployed children of the policyholder and/or those of the spouse or partner (including civil or cohabitating partner), who are fully dependent on the policyholder and reside in the same household. This includes biological, legally recognised, step, adopted and fostered children under their care who are below 18 years old.

We are available 24/7, except local public holidays.

It’s important to note that we do not provide emergency service. If you’re seriously unwell or in a medical emergency, please call your local emergency services or go straight to the nearest Accident and Emergency or urgent care centre.

Conditions we can’t treat remotely include (but are not limited to):

• Chest pains
• Shortness of breath
• Severe abdominal pain
• Heavy bleeding
• Thoughts of suicide or self-harm
• Seizures
• Loss of consciousness/blackouts
• High fever in an infant

Booking an appointment is simple. Just log in to your account and choose the option that works best for you.

Outside Singapore

• Phone Consultation – Request a call back from a GP as soon as one is available.
• Video Consultation – Schedule an appointment and speak with a doctor over video.

In Singapore

• You can request Video Consultation only.

When booking, you’ll need to:

• Confirm your phone number (which we also collect at registration) and your location at the time of consultation.
• Share a brief reason for your appointment.
• (optional) Upload helpful documents – such as a photo of a rash or injury.

Your case will be added into our call back list and a doctor will call your nominated phone number. We aim to call you back within 3 hours, but during busy times it may take longer.

As this is a call back service, there’s no scheduled appointment slot so keep your phone nearby and be ready to take a call in the hours after booking.

For the best experience:

• Find a quiet space where you can speak privately.
• Make sure you have good phone signal.

When you choose a video appointment, you’ll pick a scheduled timeslot from options available. At your appointment time, simply log in to the website and select your booking in the ‘Upcoming Consultations’ section.

Preparing for your video appointment is simple. Connect a few minutes early and check that you have a strong internet signal.

For the best experience:

• Find a quiet space where you can speak comfortably with the GP
• Make sure your device is ready for video

Yes, our GPs can issue private prescriptions if they deem in appropriate and within our prescribing protocols and in the jurisdictions where possible.

We’re a private service and not part of the Public/National Health Service so our doctors cannot issue this type of prescriptions. This means you will pay the cost price of the medicine at your chosen pharmacy.

We can issue a private electronic prescription (subject to clinical judgement and where possible according to the jurisdiction) which you can take to any participating pharmacy.

Some medications are not suitable for prescribing via an online clinical service. These include controlled drugs like diazepam, strong painkillers, sleeping pills and drugs that require close monitoring through a regular GP.

As we don’t have access to your regular GP notes and history, we need to be careful about what we prescribe. In some circumstances, we may need to ask you for additional information before we can issue a prescription. Our GPs will only prescribe medication, including antibiotics, if they can do so safely.

We are not a replacement for your regular GP and do not have access to your complete medical history. For those reasons, we can’t issue ongoing repeat prescriptions for long term conditions. These are much better managed by your regular doctor who can examine you in person.

We may be able to issue a single “bridging” prescription for some conditions. If you want to request a short-term course of a repeat medication, please upload photographic evidence that you have been prescribed that medication before when you book your appointment.

We understand how important it is to receive your medication quickly and conveniently. In Singapore, we offer pharmacy delivery through our third-party partner, WellAway.

Here’s how it works:

1. Your GP will prescribe your medication on the WellAway Platform.
2. WellAway will contact you via WhatsApp to confirm delivery and arrange payment.
3. Your medication will be delivered right to your doorstep.
4. You can then submit a claim for reimbursement with Prudential through your secure member app, MyHealth Wallet.

For any questions about pharmacy delivery, please contact WellAway:

• Hotline / WhatsApp at +65 87258393
• Email wellaway@pom.com.sg
• Service Hours: Monday to Saturday, 8am-8pm SGT; Sunday and Public Holidays, 9am-7pm SGT

• You can request a specialist referral during your GP consultation. Our clinicians will find out more about your condition and issue a referral when it is clinically indicated. The referral letter can be emailed to you when your consultation notes have been completed by the GP. In Singapore, we will refer you to Prudential’s network (PruHealth Wherever You Go).
• For countries outside of Singapore,. as a private service, we only issue private, open referrals and do not refer into the Public/National Health System.

You can reach the PRUHealth team for assistance:

• Hotline: 1800-303-7920 (+65 XXXX XXXX if calling from overseas)
• Email: HelpWhereverYouGo@prudential.com.sg.
• Hours: Monday to Friday from 9am – 6pm SGT, excluding Singapore Public Holidays.

There is no charge from the service. However, if you do not have private medical insurance, you will be charged for the consultation and any investigation by the specialist.

Yes. There are no limits on the number of referrals a GP can issue, so long as they are clinically appropriate.

You can request a sick note/ MC during your GP consultation. The sick note can be emailed to you when your consultation notes have been completed by the GP.

Sick notes are issued at the discretion of the consulting GP and only when clinically appropriate, and according to the local health regulations where the consultation took place. There is no charge for issuing a sick note.

Sick notes are limited to a maximum of 7 days and cannot be back-dated. If you need to be signed off longer, we recommend you should see your GP for an in-person examination.

We do not offer fit notes. Fit notes are to certify a patient is fit enough to carry out a given activity, e.g. return to work, fly, run the marathon. This often requires an in-person examination and is best done by the GP face to face.

If you’d like to make a complaint or express your dissatisfaction about your experience using our service, then you can contact us by email or phone.

Should you wish to formalise your complaint, we prefer you to do so in writing where possible because it helps us understand and investigate the circumstances of your experience.

Here’s how to reach us:

1. Email: Teladoc (PRUSG) at PRUHealthServiceSG@teladochealth.com .
2. Hotline: [+800 XXXX XXXX] (international toll-free, no charges to you)

What happens next?

• We will acknowledge your complaint within 24 business hours.
• A full review and written response will be provided within 10 business days.

We welcome feedback of all types. If you’ve found our service useful then please do let us know. Equally, if you’re unhappy then we will take your concerns seriously.

We send a feedback survey to patients who use our services so you can rate us and provide your comments. You can also contact us by email using the details above.