PLEASE WAIT WHILE LOADING...
1. How do I know if a certain diagnostic procedure requested by an affiliated doctor is covered by my healthcare program?

For inquiries on your benefit coverage, you may call any of our Customer Care hotlines. Your medical details and needed procedure/s will be assessed if coverable (or otherwise) by your plan.

 

 

 

 

 

2. How do I avail of my Annual Check – Up (ACU) benefit?
Request for ACU and ECU Scheduling should be coordinated through the ff.:
 
For Individual and Family Accounts:please log in your request at bit.ly/ACU_ECU
 
For Corporate Accounts: Coordination must be made thtough the Company HR or Account Officer (Health Benefit Executive)
 
Our Sales and Sales Support will coordinate the request of corporate accounts to our unit internally.

 

 

 

 

 

3. What happens if I fail to file our PhilHealth Benefit Claim form upon discharge?

You will have to shoulder the PhilHealth cost equivalent upon discharge.

 

 

 

 

 

4. What do I have to do to reimburse my bills from availments in non – affiliated hospitals during Emergency cases?

You will need to submit the following necessary documents:

o Duly accomplished Claims Reimbursement Form
o Original Official Receipt/s of the hospital bill/s, including the Statement of Account (SOA) and its Charge Slips
o Clinical Abstract of the case, if surgical intervention was performed and its hispathological report
o Operative Record of the case/treatment or admission/discharge record duly signed by the attending Physician.

 

 

 

 

 

5. When do I get my check (reimbursement) after submitting all the necessary requirements?

Reimbursement/s released via check will be available within 30 working days upon the receipt of complete and valid requirements at the Maxicare Head Office.

 

 

 

 

 

6. Is it true that EENT Specialists, Neurologists and Urologists have issued a memorandum to all HMOs stating that they will charge additional Professional Fees?

Yes. However, for you to avoid this extra charging, kindly coordinate with our Customer Care Department before each availment for them to be able to make arrangements with a doctor who does not charge extra fees.

 

 

 

 

 

7. What if I want to upgrade my Room and Board entitlement during elective confinement?

It is possible and we are not refraining you to upgrade your Room and Board Accommodation as you wish, provided that you will have to shoulder the corresponding Room and Board excess fees, incremental costs of laboratory and procedures done, and the excess Professional Fees.

 

 

 

 

 

8. What do I have to do if I lost my Maxicare Multifunction Card?
  • You must prepare the following requirements and submit them to the Maxicare Head Office:

1) Valid proof of payment (Php 200.00 Lost ID Card fee) 

For payment, you may pay over-the-counter through bills payment at the following banks: BDO, Equicom Savings Bank, Philippine National Bank, Security Bank, BPI, Metrobank, RCBC, Union Bank, Maybank, AUB

2) Maxicare’s Statement of Lost ID Card 

3) Photocopy of the front and back portion of a valid ID with picture or notarized affidavit of loss 

 

Your new Maxicare Multifunction Card will be issued within seven (7) working days from the date the necessary documents were forwarded to us.

 

  • Should you need to avail of any medical services while your card has not arrived yet, please call any of our Customer Care Hotline Numbers first prior to availment. For Emergency Cases, on the other hand, please instruct your Companion (if available) to call Maxicare.

 

 

 

 

 

9. Are your Hotline Numbers available even at midnight?

Our Customer Care operates 24/7 and is manned by Specialists / Representatives highly trained to assist you in any of your needed medical availments.

 

 

 

 

 

10. Are you open on weekends?

Our Primary Care Centers and Helpdesks are open from Monday to Saturday.

You may also visit any of our MyHealth Clinics for your Letter of Authorization (LOA) request or Out – Patient medical services. They are open Monday – Sunday, 7:00 A.M. – 8:00 P.M.

 

 

 

 

 

1. How do I update my membership details?
  • To update or correct your name and civil status, email the required documents listed below to enrollment@maxicare.com.ph

 

To Update or Correct your Name

Required Documents

Change of Name (First, Middle, or Last)

  • Birth Certificate (NSO Copy)

Change of Civil Status

Required Documents

From Single to Married

  • Marriage Certificate (NSO Copy)

From Married to Single

  • Certificate of No Marriage or CENOMAR (NSO Copy)

Widowed

  • Death Certificate (NSO Copy)

 

To update or correct your mobile number, email address, & residential address, email the required documents listed below to enrollment@maxicare.com.ph

 

Request change of mobile number and email address

  • If you have submitted your Customer Information Form, please download and accomplish the Member & Card Maintenance Form.

If you have not submitted your Customer Information Form:  Please call Customer Care Hotline (02) 5821900

For more details about Customer Information Form go to www.maxicare.com.ph/faq

Request Change of residential address

  • Email your Proof of Residency (utility bill under your name) to customercare@maxicare.com.ph

 

 

 

 

1. What is a Customer Information Form?

A Customer Information Form, or CIF, requires Members to provide important, personal information that will allow Maxicare to assume accurate information and be able to provide better and more efficient services to you.

This document is, also, in compliance to the “Know Your Customer” (KYC) policy which necessitates the identity validation of a customer availing of certain financial transactions. In our case, the Maxicare Multifunction Card acts as a Cash Card in occasions of claims reimbursement.

Completion of the CIF is a one – time requirement only; however, updating should be done should there be significant changes in the personal information of the Member such as Home Address, Contact Number, Marital Status et al.

 

 

 

2. How is this related to my Maxicare Multifunction Card?

The Maxicare Multifunction Card can be a Cash Card. Should you have any Claims Reimbursement, this is where your reimbursement will be credited. Powered by Equicom Savings Bank, this financial transaction shall, therefore, need you to comply with the KYC policy requirement.
Beginning February 1, 2015, reimbursements and other cash – related transactions, through your Maxicare Multifunction Card, will not be possible and accommodated without completing the CIF.

 

 

 

3. What is the purpose of the CIF given that the membership details are provided by the HR?

The details provided by the HR of our member companies do not include all the information required to comply with the KYC. Furthermore, since the cash crediting is considered as a personal transaction, the Members must, individually, provide his personal information and must agree on the Terms and Conditions covering the Maxicare Multifunction Card.

 

 

 

4. What will be the downside if Member does not accomplish the CIF?

If your Maxicare Multifunction Card is enrolled in the Cash Card functionality, a Member’s reimbursement will not be processed timely as an accomplished CIF is one of the requirements in full compliance of the claims reimbursement process.

 

 

 

5. If the CIF has been submitted during the initial reimbursement, do I need to submit on the succeeding filings?

No. CIF submission is a one – time requirement only. This is, unless, there are changes in the Member’s personal information hence the need for updating of the CIF.

 

 

 

6. How can I accomplish the CIF?

You may accomplish the CIF online via the Member Gateway and follow the instructions provided in the portal.

 

 

 

7. What IDs are considered valid?

The following are considered valid by Maxicare:

• Alien Certificate of Registration (for foreign nationals in the Philippines)
• Company ID
• Driver’s License
• GOCC ID
• Government System Insurance Service (GSIS) e-Card
• Integrated Bar of the Philippines ID
• National Bureau of Investigation (NBI) Clearance
• Overseas Filipino Worker ID
• Overseas Workers Welfare Administration (OWWA) ID
• Passport
• Police Clearance
• Postal ID
• Philippine Regulatory Commission (PRC) ID
• Seaman’s Book
• Senior Citizen ID
• Social Security System (SSS) ID
• Student’s ID
• Unified Multi – Purpose ID
• Voter’s ID

*Please note that the IDs should not be expired by the time of CIF completion to be considered valid.

 

 

 

8. How will I know if my CIF has been processed or otherwise?

A notification will be sent by Maxicare to the Member once the original, hard copy of the CIF has been submitted to Maxicare.

 

 

 

1. The following are considered valid by Maxicare:

• Alien Certificate of Registration (for foreign nationals in the Philippines)

• Company ID 
• Driver’s License
• GOCC ID
• Government System Insurance Service (GSIS) e-Card
• Integrated Bar of the Philippines ID
• National Bureau of Investigation (NBI) Clearance
• Overseas Filipino Worker ID
• Overseas Workers Welfare Administration (OWWA) ID
• Passport
• Police Clearance
• Postal ID
• Philippine Regulatory Commission (PRC) ID
• Seaman’s Book
• Senior Citizen ID
• Social Security System (SSS) ID
• Student’s ID
• Unified Multi – Purpose ID
• Voter’s ID

 

 

 

 

Products and Benefits
1. How can I use my Maxicare Card?

For your medical availment, simply present your Maxicare card and a supporting ID to our Coordinator in any of our accredited facilities or to our Customer Care Representatives in our Primary Care Centers. Acceptable supporting identification cards can be any of the following: company ID or any government-issued ID or school ID, all bearing your signature and photo.
Upon presentation of your Maxicare card, our Customer Care Representatives or Coordinator will swipe your card for eligibility screening.

For out-patient consultations, our Maxicare Coordinator, who is a medical practitioner, will conduct his/her medical assessment and will prescribe the necessary treatment for your medical condition.

For elective or non-emergency confinement, please secure an admitting order from your accredited admitting physician and present this together with your Maxicare card and a valid ID to the hospital’s admitting section.

For an emergency availment, you may proceed to the nearest accredited hospital to your place of residence. Simply present your Maxicare card and a valid ID to the receiving desk of the hospital’s emergency section. If there are no Maxicare-accredited facilities near your place, you may still proceed to the nearest hospital or clinic. However, your medical availment will be handled on reimbursement basis subject to your program’s reimbursement provisions.

 

 

 

 

2. What are the benefits I can get from my Maxicare card?

Your Maxicare Card serves as your access to Maxicare’s excellent medical treatment provided by our top-caliber medical specialists from the country’s finest hospitals and clinics. This is made available to you on a non-cash basis.

Under your Maxicare healthcare program, you are entitled to out-patient consultations and hospital confinement benefits under the services of our accredited doctors. Emergency care, annual check-up and preventive care benefits are also included in your program. Application of these medical benefits will be based on your Maximum Benefit Limit (MBL) or Annual Benefit Limit (ABL) subject to your program’s exclusion and limitation provisions.

 

 

 

 

3. What is MyMaxicare LITE?

It is a prepaid health card of Maxicare which provides one – time In – Patient Care availment, of up to Php 25 000.00, exclusively covering eight (8) identified diseases.

The eight (8) identified diseases covered by MyMaxicare Lite are:
1.) Chikungunya
2.) Cholera
3.) Dengue
4.) Gastroenteritis
5.) Leptospirosis
6.) Malaria
7.) Pneumonia
8.) Typhoid and Paratyphoid.

 

 

 

 

4. What is an Inpatient Care?

It is commonly termed as Confinement, or a stay in a hospital facility for at least six (6) hours.

 

 

 

 

5. What are the benefits of MyMaxicare Lite?

MyMaxicare LITE provides the following benefits:

– Full confinement benefits such as Room and Board accommodation; use of Operating and Recovery rooms; use of Intensive Care Unit (ICU); Professional Fees of the attending Physician/s; standard Nursing services and admission kit; drugs and medicines for use in the hospital; whole blood / human blood products and IV fluids transfusion; X-Ray procedure, laboratory and diagnostics tests; Anesthesia; Oxygen and its administration; dressing, casts and other supplies or services directly related to the medical management of the patient.

– In – Patient Care coverage for one – time availment of up to Php 25 000.00.

– Nationwide access to Maxicare – affiliated hospital providers.

– 20% discount on basic dental procedures at any Metro Dental clinics and 15% discount on dermatology procedures at any MyHealth Clinics.

 

 

 

 

6. Who can avail of this prepaid health card?

This is available for purchase and usage to both Maxicare members and non – members aged two (2) years to 60 years old.

 

 

 

 

7. How much does MyMaxicare LITE costs?

MyMaxicare Lite is available in two (2) plans. While both plans have the same Maximum Benefit Limit of Php 25 000.00, the higher variant provides added comfort of having access to the major hospitals in Metro Manila.

Plan Type: Green
Cost (one-time payment only): Php 1,599.00
Access: Access to all Maxicare – affiliated hospitals nationwide, excluding the major* hospitals

Plan Type: Blue
Cost (one-time payment only): Php 2,199.00
Access: Access to all Maxicare – affiliated hospitals nationwide, including the major* hospitals

*Six (6) identified, major hospitals: Asian Hospital & Medical Center, Cardinal Santos Medical Center, Makati Medical Center, St. Luke’s Medical Center – Quezon City, St. Luke’s Medical Center – Taguig, The Medical City.

 

 

 

 

8. Where can I buy MyMaxicare LITE?
  • – You can buy MyMaxicare LITE at our Online Store by clicking the SHOP NOW button above 
  • – It is available through our Maxicare Account Officers.You may email ac.prepaid@maxicare.com.ph and ac.sales@maxicare.com.ph
  • – You may also avail through our accredited Agents and Brokers nationwide.

    – We also have the following selling channels:
    o Robinsons Department Store – Business Centers Nationwide 

    o IRemit Centers worldwide (For OFWs only)

    • o Ministop convenience store (Metro Manila branches only)
    • o Through 7-Eleven CLiQQ Kiosks nationwide 
    • o Maria Health  – www.mariahealth.ph
    • Trade distributors in Greater Manila Area and North Luzon
    •  
    •  

 

 

 

 

9. How do I use my MyMaxicare LITE?

Definitely, there is no need for paperworks. Registration is via SMS only. Just follow these steps below:

1.) Lightly scratch – off the gray panel found at the bottom of the signature panel to reveal the Medilink Number (starts with 1168).

2.) Register via SMS following this format: MAXIPREPAID<1168 Card Number>#<First Name>#<Middle Initial>#<Last Name>#<Birthdate in MMDDYYYY format>#<Civil Status>.

3.) Send it to any of the following numbers: 0917.8989691 / 0917.7776565 / 0999.8886565.

4.) You will receive a notification of successful Membership Enrollment
Once successfully registered, your MyMaxicare Lite membership will be activated 15 days from the time of registration.

Your card will be valid for one (1) year from the date of registration.

When confinement need arises due to any of the eight (8) identified diseases, present your MyMaxicare Lite together with a valid I.D. at any of our Maxicare – affiliated hospitals.

 

 

 

 

10. Can I have a Room and Board upgrade during the course of the confinement?

Yes you can; however, the cost difference between your preferred room and the standard room inclusion, plus the incremental rates due to the voluntary upgrading, will be charged at your expense.

 

 

 

 

11. If I want to transfer to another affiliated hospital provider, would I still be able to avail of the benefits of MyMaxicare Lite?

Once the card has been swiped in the hospital’s Maxicare POS and a Letter of Authorization (LOA) has been generated already, the MyMaxicare Lite card is considered used. This means, the card will be deactivated and no longer valid to be used in other providers, even if reason/s of transfer is/are due to unavailability of room and/or Physician/Specialist.

 

 

 

 

12. If after being discharged there are still necessary tests to be done that are not available in the affiliated hospital where I was confined, can I reimburse the costs to be incurred of the said procedures?

Unfortunately, no. MyMaxicare LITE only covers Inpatient Care availment; therefore, consultations and/or laboratory tests following the confinement are no longer covered. However, if during confinement there is a specimen that needs to be examined in other affiliated hospital, Maxicare will cover the cost, subject to the limit of your MyMaxicare Lite card coverage.

 

 

 

 

13. Can I reimburse my hospital bills and professional fees in a non – affiliated hospital?

No, it is not allowed.

 

 

 

 

14. If I have Maxicare (or other HMO) health card, can I still use my MyMaxicare LITE at the same time?

Yes. You may advise the Roving Specialist to coordinate with the hospital’s Billing Department for issuance of another LOA and that you will use your MyMaxicare Lite card.

 

 

 

 

15. Will I be able to utilize the remaining balance of my coverage should my availment did not reach Php 25 000?

No, the balance will no longer be used as this is just for one – time availment only. Once an LOA has been generated and issued, the card is already deactivated.

 

 

 

 

16. Can I give MyMaxicare Lite card to somebody else?

Yes, as long as it has not been registered yet to a particular person.

 

 

 

 

17. Should I have any inquiry, who can I call?

Feel free to call us at any of our contact points as seen on this page.

 

 

 

 

1. What is EReady?

It is a prepaid health card of Maxicare that provides one – time availment coverage, of up to Php 15000.00, for any Emergency cases.

 

 

 

 

2. What are the examples of an Emergency case or condition?

– An Emergency case is that of considered to be life – threatening or accidental injury or a sudden and unexpected onset of a condition or illness such as heart attack, cardiovascular or cerebrovascular accidents, loss of consciousness or respiration and convulsions.

– Illnesses or injuries requiring immediate medical attention to alleviate pain or discomfort.

 

 

 

 

3. What are the benefits of EReady?

EReady provides the following benefits:

– Coverage for Professional Fees, Emergency Room Fees, medicines used for the immediate relief and treatment of the condition, and laboratory and diagnostic procedures.

– Initial treatment of animal bites for the first 24 hours, vaccines for animal bites such as Rabies shot.

– Emergency case coverage for one – time availment of up to Php 15 000.00.

– Nationwide access to Maxicare – affiliated hospital providers.

– Life AD&D (Accidental Death and Dismemberment) up to Php 25 000.00 with Double Indemnity feature.

– 20% discount on basic dental procedures at any Metro Dental clinics and 15% discount on dermatology procedures at any MyHealth Clinics.

 

 

 

 

4. Who can avail of this prepaid health card?

This is available for purchase and usage to both Maxicare members and non – members aged 15 days to 65 years old.

 

 

 

 

5. How much does EReady costs?

– EReady is available in two (2) plans. While both plans have the same Maximum Benefit Limit of Php 15 000.00, the higher variant provides added comfort of having access to the major hospitals in Metro Manila.

Plan Type: Titanium
Cost (one-time payment only): Php 549.00
Access: Access to all Maxicare – affiliated hospitals nationwide, excluding the major* hospitals

Plan Type: Platinum
Cost (one-time payment only): Php 749.00
Access: Access to all Maxicare – affiliated hospitals nationwide, including the major* hospitals

*Six (6) identified, major hospitals: Asian Hospital & Medical Center, Cardinal Santos Medical Center, Makati Medical Center, St. Luke’s Medical Center – Quezon City, St. Luke’s Medical Center – Taguig, The Medical City.

 

 

 

 

6. Where can I buy EReady?
  • – You can buy Maxicare EReady at our Online Store by clicking the SHOP NOW button above 
  • – It is available through our Maxicare Account Officers.You may email ac.prepaid@maxicare.com.ph and ac.sales@maxicare.com.ph
  • – You may also avail through our accredited Agents and Brokers nationwide.

    – We also have the following selling channels:
    o Robinsons Department Store – Business Centers Nationwide 

    o IRemit Centers worldwide (For OFWs only)

    • o Ministop convenience store (Metro Manila branches only)
    • o Through 7-Eleven CLiQQ Kiosks nationwide 
    • o Maria Health  – www.mariahealth.ph
  • Trade distributors in Greater Manila Area and North Luzon
  •  
  •  
  •  
  •  

 

 

 

 

7. How do I use my EReady?

Definitely, there is no need for paperwork. Registration is via SMS only. Just follow these steps below:

1.) Lightly scratch – off the gray panel found at the bottom of the signature panel to reveal the Medilink Number (starts with 1168).

2.) Register via SMS following this format: MAXIPREPAID < 1168 Card Number >#<First Name>#<Middle Initial>#<Last Name>#<Birthdate in MMDDYYYY format>#<Civil Status>.

3.) Send it to any of the following numbers: 0917.8989691 / 0917.7776565 / 0999.8886565.

4.) You will receive a notification of successful Membership Enrollment.

Once successfully registered, your MyMaxicare Lite membership will be activated seven (7) days from the time of registration.

Your card will be valid for one (1) year from the date of activation.

When emergency arises, present your MyMaxicare Lite together with a valid I.D. at any of our Maxicare – affiliated hospitals.

 

 

 

 

8. As this is an emergency case, can I avail at a non – affiliated hospital?

The EReady card uses the swipe facility of Maxicare affiliated hospitals for membership verification. In this case, availment should only be made in an affiliated provider to be able to be covered by the card.

 

 

 

 

9. Are there any exclusions or limitations in coverage?

– Yes, there are some items not covered by EReady. These include In – Patient availments leading to confinement, availment under Primary Care Emergency Room setting, transferring to other provider/s due to unavailability of procedure or facilities.

– All exclusions are listed in the EReady Card Kit.

 

 

 

 

10. Will I be able to utilize the remaining balance of my coverage should my availment did not reach Php 15 000?

No, the balance will no longer be used as this is just for one – time availment only. Once an LOA has been generated and issued, the card is already deactivated.

 

 

 

 

11. Am I allowed to buy more than one (1) EReady card?

Yes. However, you may only register the 2nd card three (3) months after your 1st card has been deactivated.

 

 

 

 

12. Can I give my Maxicare EReady to someone else?

Yes, as long as it has not been registered yet to a particular person.

 

 

 

 

13. Should I have any inquiry, who can I call?

Feel free to call us at any of our contact points as seen on this page.

 

 

 

 

1. What career opportunity can I get from becoming a Maxicare Agent?

Here in Maxicare, you can become an accredited Health Benefit Agent (HBA) or even form your own unit as an Agency Unit Head.

 

 

 

2. How do I become an accredited Maxicare Agent?

Yes. You just have to submit your Application Form and the necessary requirements, attend our Product Training, Pass the Accreditation Exam and pay the Accreditation Fee.

 

 

 

3. What do I need to become an accredited Agency Unit?

– An Agency Unit must be composed of one (1) Agency Unit Head (AUH) and at least three (3) existing sub – agents.

– AUH and sub – agents must comply to and submit the necessary requirements as that of a regular Agent.

 

 

 

4. What are the needed documents for Accreditation?

a. Two (2) pcs. of Passport size or 2×2 picture in blue background color;
b. Two (2) pcs. of 1×1 picture in any background color;
c. Two (2) photocopies of two (2) Government- issued IDs with visible Signature;
d. Tax Identification Number (TIN);
e. Original and valid of any of the following clearances: NBI, Police or Barangay Clearance;
f. If an existing insurance agent, Certification or Insurance Commission – issued ID is accepted; and,
g. An active Savings account

 

 

 

5. Where do we go for Accreditation?

– You may go to our Head Office located at Maxicare Tower, 203 Salcedo Street, Legazpi Village, Makati City and proceed to the Agency Recruitment and Operations office 

– For regional applicants, you may email accreditation@maxicare.com.ph to know where to submit your Accreditation requirements and attend the training sessions.

 

 

 

6. What are the incentives that I can get from Maxicare?

– Aside from the commission Agents and Agency Units get from every sales production, other incentives include:
o Travel Package
o Awards / Recognitions and Cash Prizes

– Maxicare also comes up with incentive promos from time to time.

 

 

 

7. Will I be attending a Training Program?

Yes. An initial training session will be required for newly accredited Agents and Agency Units.

 

 

 

8. How will I be paid of commission?

Commission is paid every seven (7) working days from the date of payment of the account gotten by the Agent or Agency Unit. It is credited through the Equicom Debit Card, which you will be getting once you have become an Accredited Agent of Maxicare.

 

 

 

9. Who should we contact for Accreditation?

You may contact Sharmaine Tabing at (632) 7908.6900 local 1164 to 65. Or email accreditation@maxicare.com.ph.

 

 

 

10. Is there a fee to be paid for Accreditation?

Yes. At a minimal licensing fee of Php 1000.00, this already includes the Maxicare’s Agent’s Kit composed of an I.D. card, a box of Business Cards, Product Manual, Polo Shirt and Folio Bag. However, there is an additional payment of Php 100.00 which is for the processing and initial Equicom Debit Card deposit.

 

 

 

1. Why is my billing invoice invalid even though I input the correct details?
    1. a) Refresh the page.
    2. b) Re-input the Payment Reference # and Customer ID. Double check to ensure correct input. Then, submit.

 

 

2. Why is my name incorrect in the system?

 Double check the Payment Reference # and Customer ID displayed on the page to ensure correctness of data.

 

 

 

3. Why is my billing invoice different from my expected amount?

The customer may email Maxicare Level 1 Support (customercare@maxicare.com.ph).

 

 

 

4. Why is the amount in the system different from my billing invoice?

The customer may email Maxicare Level 1 Support (customercare@maxicare.com.ph).

 

 

 

5. What would I do if I encountered system downtime error?
    1. a) Refresh the page or
    2. b) Close the browser, then access again the Online Payment and reprocess the payment.

 

 

6. Why did my payment fail even though I used a valid debit/credit card?
    1. a) Refresh the page or
    2. b) Close the browser, then access again the Online Payment and reprocess the payment.

 

 

7. Why did I not receive the iPay88 email confirmation?
    1. a) Access the email address provided in the Online Payment System.
    2. b) Refresh the email.
    3. c) Check the Spam folder.

 

 

8. Why did I not receive the Official Receipt (OR)?
    1. a) Access the email address provided in Maxicare application form
    2. b) Refresh the email.
    3. c) Check the Spam folder.

 

 

9. How can I check if duplicate payment was made?

Check if there are iPay88 confirmation and Official Receipt (OR) sent via email.

 

 

 

10. Where can I pay my bills for MyMaxicare Plan?

Customer may pay their bills for MyMaxicare Plan via:

    1. a) Online Banking with our Authorized Partner Banks
  •      i. Bills Payment Facility
      •      ii. Bank-to-bank or Wire transfer, Online Fund Transfer, Pesonet or Instapay
    1. b) Over-the-counter with our Authorized Partner Banks
    2. c) Payment thru Maxicare Cashier
    3. d) Check pick-up thru Collectors
    4. f) Maxicare Online Payment facility

 

 

 

11. How can I access Online Payment for MyMaxicare Plan?
    1. a) Go to https://www.maxicare.com.ph/
    2. b) Click Menu on the upper right corner of the page.
    3. c) Select Online Payment.
    4. d) Online Payment facility should be displayed.

 

 

12. What are the payment options for the Online Payment facility?

Payment for IF accounts using Mastercard/Visa debit/credit card

 

 

 

13. How can I review my transactions?

The facility has no option to review the transaction. If the client wants to check if his payment is successful, the customer may check if he receives an iPay88 payment confirmation and OR via email. Another option is for customer to go to the Maxicare Online Payment facility to try inputting the Payment Reference # and Customer ID then sees the error response of the system to confirm the status of the payment.

 

 

 

14. How can I determine if my payment was successful?
    1. a) An iPay88 payment confirmation must be received via email (input in Online Payment facility) after the transaction.
    2. b) An OR must be received via email (provided in Maxicare application form) within 24-48 hours after the transaction.

 

 

15. How can I raise a concern regarding my transaction?

The customer may email Maxicare Level 1 Support (customercare@maxicare.com.ph).

 

 

 

16. Can I request for a refund?

The customer may email Maxicare L1 Support (customercare@maxicare.com.ph).

 

 

 

17. What are the reasons why I cannot proceed to payment?
    1. a) Client missed to input both Payment Reference # and Customer ID yet clicked the Submit button.
    2. b) Client missed to input the Customer ID and clicked the Submit button with only the Payment Reference Number input
    3. c) Client missed to input the Payment Reference Number and clicked the Submit button with only the Customer ID input
    4. d) Client inputs a payment reference # and customer ID that is linked to a paid Billing Invoice and clicked Submit button
    5. e) Client missed to input both email address and mobile number yet clicked the Register button
    6. f) Client missed to input mobile number and clicked the Register button with only the email address input
    7. g) Client inputs an invalid mobile number and clicked Register button with only the valid email address input
    8. h) Client missed to input email address and clicked the Register button with only the mobile number input
    9. i) Client inputs an invalid email address and clicked Register button with only the valid mobile number input

 

 

18. What will I do if the Maxicare Website is not accessible?
    1. a) Refresh the page.
    2. b) If solution #1 did not work, restart browser and go to the page again. 
    3. c) If solution #2 did not work, check if the internet connection is strong and fast then go to the page.
    4. d) If solution #3 did not work, clear the browser’s cache and data then go to the page.
    5. e) If solution #4 did not work, try using another browser then go to the page.
    6. f) If solution #5 did not work, try using another device or network then go to the page.

 

 

19. What will I do if the Maxicare Online Payment is not accessible?
    1. a) Refresh the page.
    2. b) If solution #1 did not work, restart browser and go to the page again. 
    3. c) If solution #2 did not work, check if the internet connection is strong and fast then go to the page.
    4. d) If solution #3 did not work, clear the browser’s cache and data then go to the page.
    5. e) If solution #4 did not work, try using another browser then go to the page.
    6. f) If solution #5 did not work, try using another device or network then go to the page.

 

20. What will I do if the ECS Payment Gateway is not accessible?
    1. a) Refresh the page.
    2. b) If solution #1 did not work, restart browser then go to Maxicare Online Payment and enter the c) Payment Reference # and Customer ID that you previously entered then re-register. 
    3. d) If solution #2 did not work, check if the internet connection is strong and fast then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.
    4. e) If solution #3 did not work, clear the browser’s cache and data then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.
    5. f) If solution #4 did not work, try using other browser then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.

 

21. How can I determine if my connection is secured for the Maxicare Website?
    1. a) Make sure that the web address starts with “https://” and not “http://” then go to the page again.
    2. b) If solution #1 did not work, restart browser and go to the page again. 
    3. c) If solution #2 did not work, check if the internet connection is strong and fast then go to the page.
    4. d) If solution #3 did not work, clear the browser’s cache and data then go to the page.
    5. e) If solution #4 did not work, try using another browser then go to the page.
    6. f) If solution #5 did not work, try using another device or network then go to the page.

 

22. How can I determine if my connection is secured for ECS Payment Gateway?
    1. a) Make sure that the web address starts with “https://” and not “http://” then go to the page again.
    2. b) If solution #1 did not work, restart browser then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register. 
    3. c) If solution #2 did not work, check if the internet connection is strong and fast then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.
    4. d) If solution #3 did not work, clear the browser’s cache and data then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.
    5. e) If solution #4 did not work, try using other browser then go to the Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.
    6. f) If solution #5 did not work, try using other device or network then go to the Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then re-register.

 

23. How can I determine if my connection is secured for iPay88?
    1. a) Make sure that the web address starts with “https://” and not “http://” then go to the page again.
    2. b) If solution #1 did not work, restart browser then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then try to pay. 
    3. c) If solution #2 did not work, check if the internet connection is strong and fast then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then try to pay.
    4. d) If solution #3 did not work, clear the browser’s cache and data then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then try to pay.
    5. e) If solution #4 did not work, try using other browser then go to Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then try to pay.
    6. f) If solution #5 did not work, try using another device or network, then go to the Maxicare Online Payment and enter the Payment Reference # and Customer ID that you previously entered then try to pay.

 

24. What would I do if I cancelled my payment transaction during 3D authentication of the card that I used?

Reprocess the payment by accessing the Online Payment facility.

 

 

25. What would I do if I cancelled my payment transaction?

Reprocess the payment by accessing the Online Payment facility.

 

 

26. How can I check if duplicate payment was made?

Check if there are iPay88 confirmation or OR sent via email.

 

 

27. What would I do if the bank rejected my transaction?

Please contact your bank for more information. Some of the error messages are:

      1.        i. Fail (Activity amount limit exceeded)
      2.       ii. Fail (Allowable number of PIN-entry tries exceeded)
      3.      iii. Fail (Bank Declined Transaction)
      4.      iv. Fail (Bank rejected transaction)
      5.       v. Fail (Card issuing bank does not honor the transaction)
      6.       vi. Fail (Card reported lost)
      7.      vii. Fail (Expired card)
      8.    viii. Fail (Incorrect PIN (Visa Cash-invalid or missing S1 signature))
      9.      ix. Fail (Insufficient funds)
      10.       x. Fail (Invalid card number (no such number))
      11.      xi. Fail (No such issuer)
      12.     xii. Fail (Pick up card / Stolen card)
      13.    xiii. Fail (Refer to cards issuer)

 

28. What would I do if I encountered a merchant fraud rule?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:

      1.      i. FAMS_Exceed per User Max Day Limit
      2.     ii. FAMS_Exceed per User Max Month Limit
      3.    iii. FAMS_Exceed per User Max Per Trx Limit
      4.    iv. FAMS_Exceed per User per Trx per Card
      5.     v. FAMS_Exceed per User per Trx per Day
      6.    vi. FAMS_Exceed per User per Trx per Week
      7.   vii. FAMS_Insufficient data to validate!
      8.  viii. FAMS_Rejected – BIN
      9.    ix. FAMS_Rejected – Blacklisted BIN
      10.     x. FAMS_Rejected – Blacklisted CC
      11.    xi. FAMS_Rejected – Invalid IP
      12.   xii. FAMS_Rejected – Blacklisted IP
      13.  xiii. FAMS_system encountered a problem, sorry for any inconvenience caused – WS
      14.  xiv. FAMS_System error, please contact system administrator! – VT
      15.   xv. FAMS_System error, please contact system administrator!! – VT
      16.  xvi. Transaction does not pass all risk checks.

 

29. What would I do if I encountered an error due to invalid card details?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:

      1.      i. Invalid credit card number
      2.     ii. Invalid parameters(Invalid Amount)
      3.    iii. Invalid parameters(Invalid User Email)
      4.    iv. Invalid parameters(Payment Not Allow)

 

 

30. What would I do if I encountered an iPay88 system error?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:

      1.       i. M88Admin
      2.      ii. Not Operational*Check application server/cache server and Restart Application

 

31. What will I do if I cannot pay as I exceeded the maximum amount per transaction?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. 

 

 

32. What would I do if I encountered bank related issues/errors?

Please contact your bank for more information. Some of the error messages are:

      1.      i. Payment Fail
      2.     ii. Payment Fail (Approved)
      3.    iii. Payment Fail (Bank Decline Transactions)
      4.    iv. Payment Fail (Bank Declined Transaction)
      5.     v. Payment Fail (Card issuing bank do not honor the transaction)
      6.    vi. Payment Fail (Declined)
      7.   vii. Payment Fail (E5431-05091204: Invalid Field: CardNum)
      8.  viii. Payment Fail (E5431-05100959: Invalid Field: CardSecurityCode)
      9.    ix. Payment Fail (Expired Card)
      10.     x. Payment Fail (Insufficient Funds)
      11.   xii. Payment Fail (Invalid card number (no such number))
      12.  xiii. Payment Fail (Pick up card / Stolen card)
      13.  xiv. Payment Fail (Refer to cards issuer)
      14.   xv. Payment Fail (Referred)
      15.  xvi. Payment Fail (Timed Out)
      16.  xvii. Payment Fail (Unspecified Failure)
      17. xviii. This credit card is not supported

 

 

33. What would I do if I encountered an iPay88 system error?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:

      1.       i. Permission not allow
      2.      ii. Secure hash doesn’t match
      3.     iii. Signature not match
      4.      iv. Success but incorrect amount

 

 

34. What would I do if I encountered system downtime/timeout (i.e. Transaction Expired, Transaction Timeout?
    1. a) Refresh the page or
    2. b) Close the browser, then access again the Online Payment and reprocess the payment.

 

CONNECT WITH US

Product Inquiry Hotline

+632 7798 7770

24/7 Customer Care Hotline
+ 632 8582 1900 (PLDT)

+ 632 7798 7777 (GLOBE)

 
24/7 Customer Care Email
customercare@maxicare.com.ph
 
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