Frequently Asked Questions:

General
1. What do I need to download the COCOLIFE Healthcare Virtual Card
application?
- A mobile device that is connected to the internet and runs on Android with OS
version 8 and up, or in iOS with OS version 17 and up.

2. How can I install COCOLIFE Healthcare Virtual Card application?

- COCOLIFE Healthcare Virtual Card application is available for download in
Google Play Store and iOS App Store. Use the word “Cocolife” when searching
and select application with name “Cocolife” and logo.

3. What are the benefits of using COCOLIFE Healthcare Virtual Card

application?
- Members can access their digital card/s anytime.
- The virtual card can be used in lieu of your physical card.
- An updated provider directory is available.
- The guidebook is within easy reach.
- eLOA can be requested for consultation and diagnostic procedures.

Registration
4. Where can I get my membership number for registration?
- For members with COCOLIFE Healthcare Physical Cards, refer to the ID number
for membership number but remove the hyphen (-), first 4 digits, and leading
zeroes when keying in the details. E.g., 4567891000.

- For members who haven’t received their COCOLIFE Healthcare Physical Cards
yet or lost their cards, please contact your Human Resources Department
(HRD).
5. Where can I get my card number for registration?
- For members with Cocolife Healthcare Physical Card, refer to Card # for card
number but remove the hyphen (-) when keying in the detail. E.g.,
0123456789123456.

- For members who haven’t received their COCOLIFE Healthcare Physical Cards
yet or have lost their cards, please contact your Human Resources Department
(HRD).

Reference for #3 and #4:

6. What are the One-time passwords (OTPs) used for?

- These are to verify the email address and mobile number registered in the
COCOLIFE Healthcare Virtual Card application.

7. Upon registration, why does the COCOLIFE Healthcare Virtual Card

application not accept the verified OTPs?
- Make sure that the email OTP is entered first, followed by the SMS OTP.

8. Can I add my dependent/s to the application?

- Yes, you can add it by taping the “Add New Dependent” in “Member Details”
menu and selecting “Member Profile”.
9. Can my dependents use my email address when they register?
- No, your dependents must use their own email address. For minors, please
create an email address for them, if none.

10. How do I request correction for my registered date of birth, mobile

number, or email address?
- Please contact your Human Resources Department (HRD) for the correction.

11. Who will I contact if I am having trouble registering?

- You may call our 24/7 Helpline at the following contact numbers:
Trunk Line Numbers: (02) 8-812-9090 / (02) 8-396-9000
Mobile Numbers: 0917-5360962, 0908-8947763

12. The card number which is appearing in the application is my cancelled

card number. What should I do?
- Please add your active card number by accessing “Cards” menu, tapping “Add
New Card”, and adding the details of your active card.

Log-in
13. How can I retrieve a forgotten password?
- Click the “Sign In” link to be redirected to the log-in page. Click the “Forgot
your password?” link, type in the email address you registered, and click the
reset button. An email containing a temporary password will be sent to the
email address. You may use this in logging in until you have changed this
temporary password.

14. How can I change my password?

- Upon logging in, tap the menu on the upper left portion of your screen and
select “Change Password”. Input your current password and your new
password.
Hospital, Clinic, Doctor, and Dental Clinic Search
15. Is there a list of accredited hospitals or clinics?
- Yes, you can search the list of all hospitals and clinics that are accredited in
“Our Hospitals & Clinics” menu.

- You can also check the locations of all accredited hospitals and clinics located
near you in our provider map.

- Searchable hospitals and clinics are those where you have access to. If it does
not appear in the list, it means your hospital and clinic access is limited.

16. Can I search if my doctors are accredited?

- Yes, you can search your doctors and check in “Our Doctors & Dentist” menu.

- You can also view the affiliation of your doctors on which clinic or hospital.

Dependent List

17. Can I add my dependent/s to the application?

- Yes, you can add it by tapping the “Add New Dependent” in “Member Details”
menu and selecting “Member Profile”.

18. Can I request eLOA for my dependents using my account?

- No, your dependents must use their own email address. For minors, please
create an email address for them, if none.

eLOA
19. What is the advantage of using an eLOA?
- No need to queue in the coordinator’s clinic, concierge, and hubs to get a LOA.
20. In creation of eLOA, can I choose which hospital or clinic I want my
diagnostic procedures to be done?
- Yes, you can select from our list of accredited hospitals and clinics.

21. Can I choose the doctor I need to see during my checkup when I create an
eLOA?
- Yes, you can choose the accredited doctors in the list.

- If he or she is accepting COCOLIFE even if not on the list, please input the
doctor’s details. Approval will be subject to verification from our customer
service representatives.

22. What will I do if the status of my created eLOA is pending?

- A pending eLOA means your request is undergoing approval from our
customer service representatives.

23. When will I receive the approved eLOA that I created?

- For consultation to accredited doctors on the list, the estimated time to
receive your pre-approved eLOA is within 5 minutes.

- For consultation to non-accredited doctors and other approvals, the estimated

time to receive your approved eLOA is within 24 hours but may vary depending
on our customer service representative’s assessment, your submitted details,
and document attachments.

24. If my created eLOA is approved, where can I receive it?

- You can receive approved eLOA through your registered email or it can also be
downloaded through the eLOA menu in COCOLIFE Healthcare Virtual Card
application.

- You need to install a PDF viewer in your mobile phone to access the generated
eLOAs.
25. Do I need to print the eLOA?
- Yes, you are required to print the eLOA and in 2 copies.

26. Do the eLOAs still have validity period?

- Yes, the standard validity period of the issued eLOA is 3 days only. If the
member’s availment date exceeds the said validity period, our customer
service representatives will issue the eLOA 2 days prior to the scheduled date
of availment.