MEMBERS, CLINICS and VENDORS will find answers to their questions.
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​The FAQs modules below will provide explanations and answers for the most frequent questions pertaining to the Wellnex App and its usage, as well as how to use the benefits of the Membership. 

GENERAL TOPICS

What is WELLNEX?

​WELLNEX aims at providing its Members access to a variety of Healthcare, Fitness, Wellness and Lifestyle services at preferential rates.

What are the benefits of WELLNEX?

WELLNEX Membership gives access to affordable medical services and to promotions/special offers published by our partner vendors in Fitness, Wellness, Lifestyle.
Members must pay for the provided services as invoiced by the healthcare provider (using the GrabPay payment in the App) or directly to the vendors.

Is WELLNEX available for free?

Yes, it is a free Membership.

How can I join WELLNEX?

Joining WELLNEX is free so long as aspiring Members provide truthful information related to their Lifestyle and Financial Profile.

Is WELLNEX a health insurance?

No, WELLNEX is not a Health Insurance.
WELLNEX gives access to negotiated exclusive pricing for medical services (outpatient healthcare) but the Member must pay the final invoiced amount, including consultation, medications, tests…
Payment for the Healthcare must be made with the GrabPay in the Wellnex mobile App.

How do I download WELLNEX?

You can find the latest version of WELLNEX for Apple iOS on AppStore and Android on Google Play.
​www.my-insurer.net/download-wellnex-app.html

Is WELLNEX available outside of Singapore?

WELLNEX is only available in Singapore for the time being.

Where can I find Member's help or tutorial to use the App?

In addition to the FAQ, you can reach out to the Support desk at +65 9738 5893 (call or WhatsApp) or e-mail to [email protected]
Mon to Fri (9.00am to 6.00pm)

• Enquiry on usage of Wellnex App
• Enquiry on GrabPay via Wellnex
• Wellnex members’ Benefits Enquiries

I do not have a Grab account; can I still be a WELLNEX Member?

Yes, your Membership will be activated once you have provided all the required information is entered (Profile, Lifestyle, Financials). You can enjoy the many partners offers without GrabPay!
However, note that the Member must have a GrabPay wallet to pay for the exclusive WELLNEX prices at the Fullerton Health Group clinics as it is mandatory to settle medical clinics invoices with the WELLNEX GrabPay.
You can find more information on GrabPay at www.grab.com/sg/pay/

Is WELLNEX also covering my parents, spouse, dependants, maid?

An eligible Member can take his parents, spouse, dependents (children) or maid to the Fullerton Health clinics. They must be previously registered as Dependents in the Wellnex App.
The Member must follow the WELLNEX process: check-in upon arrival showing the Dependent's corresponding e-medical card (that displays the NRIC/FIN) and pay using WELLNEX GrabPay for the full invoiced amount.

Are WELLNEX exclusive prices applicable if I do not show the Check-In membership acknowledgement?

WELLNEX exclusive prices are only available to Members (including their parents, spouse, dependents, maid) who Check-In and must pay using the WELLNEX App GrabPay payment feature.
If you do not pay with the WELLNEX app, standard prices will be charged by the Fullerton Health network clinics.

I am also covered by my Corporate Employees Benefits / Healthcare Plan, can I claim the medical costs after I use WELLNEX?

No, if a Member is also part of a Corporate EB/Healthplan, it must chose either to pay the standard price or to use WELLNEX.

Where is my personal data stored?

"My Insurer Private Limited" – Singapore based company No. 201903812R - (“we” or “us”) is the operator of the software MY INSURER -  www.my-insurer.net (the “Website”), a customer relationship tool; and Wellnex, a mobile app Membership programme.

We are committed to:

• Follow any best practices, guidelines, requirements of the privacy and insurance policy applicable in any country where MY INSURER operates.
  
• Comply to any Insurance rules, laws & regulations applicable in any country where MY INSURER operates.
  
• Comply to any Data (storage, flow, ownership) protection act, laws & regulations applicable in any country where MY INSURER operates.
  

WELLNEX is hosted in Singapore.

Please refer to our www.my-insurer.net/pdpa-compliance.html and www.my-insurer.net/privacy-policy.html

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LOGINS & ACCOUNTS

Where do I find my credentials to use the App (Member's Username and Password)?

Once you have finished entering all required information, your WELLNEX profile will be created (a Membership e-card will be displayed) and you will immediately receive a Welcome message via email.
If you do not find the Welcome message in your inbox, please check in the Spam folder.
The Welcome message is sent to the e-mail that you indicated during the Wellnex survey.
The Wellnex login is your e-mail address.

I forgot my Password?

You can reset your password from the App login screen; follow the steps on the webpage "Get your password".
You need your username to be able to reset your password.

How do I change my Password?

In the WELLNEX App, go to menu "More" and select "Change Password".
​Enter your Old password then your new password and confirm it.

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LOCATE A CLINIC

Can I go to any clinic, or doctor?

WELLNEX Members can visit any of the Fullerton Health Group network of medical practitioners (GPs, Specialists, Dental, TCM, Health Screening) that are available in the "Locate a Clinic" feature of the App. Note that the network may add or remove clinics so it is best to verify in the App first.
Also it is mandatory to book for Health screening and for some Dental clinics.
Phone numbers of the clinics are listed to allow you to contact them first.

How do I arrange a Health Screening?

Corporate Packages (Live Fuller: Premium / Gold / Sapphire / Platinum): you must book through the Concierge at +65 6333 3636 or by e-mail at [email protected]
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Special Wellnex package (SGD50.00): you must book through the Concierge at +65 6333 3636 or by e-mail at [email protected]

HOW DO I Locate a Clinic?

You may click "My Doctor" on the bottom of you Wellnex app screen and click "Locate Clinics" you will be directed to a map where you can select the closest in proximity to your location or you may also use the filter button on the upper right corner of the screen to filter by speciality or clinic name.

​Alternatively, you may go to https://partners.wellnex-singapore.com/clinics to search through our panel of clinics.

Click here to learn more. 
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can i rate the clinics i visited?

 Yes, we encourage our members to rate the clinics after they make payment to improve the overall quality of service. Click here to learn more about rating clinics. 

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CHECK-IN AT A CLINIC AND OFFERS REDEEM

What is the Check-In process?

As a WELLNEX Member, you must use the Check-In process in the App to ensure that WELLNEX generates a notification message to authenticate you with the Clinic. Please show the notification to the clinic reception. The clinic reception will verify your eligibility on the Fullerton Health portal and ask you to sign their register.

This process is only mandatory when you visit a clinic of the Fullerton Health Group network (GPs, Specialists, Dentals, Healthscreening). It is not applicable to your redeeming of Vendors offers. Click here to learn more about the Check-in process.

Do I need to Check-In when I redeem a Vendor offer?​

No, you do not need to use the Check-In process when visiting a vendor. Please present your WELLNEX Membership e-card to enjoy the partners special offers.

[Clinics / Vendors] How do I confirm a WELLNEX Member's eligibility?

[Clinics] For Clinics (GPs, TCM, Specialists, Dental, Health-screening) part of the Fullerton Health Group or IHP network, you must use the web portal to check the Member's eligibility. Use the NRIC / FIN to search in the Fullerton Health system and confirm the name and NRIC/FIN presented in the WELLNEX App Check-In notification.

[Vendors] You can verify the person is a WELLNEX Member with the e-Membership card in the mobile App. 

What are the prices applicable to WELLNEX Members?

WELLNEX Members are entitled to exclusive prices on consultation and various other healthcare services (like health-screening).
There are no special prices for medications, tests, medical supplies and procedures not included in the list (i.e. normal clinic prices). Clinics will charge FFS (Fee For Service) prices and may apply GST to the total invoiced.

Please refer to the corresponding price list provided by Fullerton Health Group in the WELLNEX App (also available on the WELLNEX website www.wellnex-singapore.com )

​Should I make an appointment before going to see a doctor OR A DENTIST OR A HEALTH-SCREENING?

For Specialists and Health Screening, it is essential to make an appointment prior to your visit.
For Health Screening, please book through the FullertonHealth Concierge at +65 6333 3636 .

Some Dental clinics also require a prior booking (contact them before visiting - indicate WELLNEX IHP programme).
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For GPs, TCM and 24/7 Clinics, you do not need to make any prior arrangement.
The clinic phone numbers are provided in the "Locate a Clinic" details.

I have a WELLNEX e-Membership card but the clinic cannot verify my eligibility?

​The full activation of the Membership can take up to 10 business days from date of the generation of the e-Membership card in the app, to have it available to all clinics on the Fullerton Doctor's portal.
​Until the Member is recorded in the Fullerton Health Group system, the exclusive WELLNEX medical services prices are not available; consequently, the Member must pay the standard price directly to the clinic (without using the Wellnex payment feature).
A confirmation e-mail will be sent to the WELLNEX Members after 10 business days.

How do I redeem a promotion or offer?

To redeem a Wellnex vendor's offer or promotion, simply click on the small heart (it turns red). This will trigger a notification to the vendor to contact you.
Only your basic personal information are shared with the vendor (name, email, member's reference, phone number). Click here to learn more about Offer Redemption. ​

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PAYMENT & CLAIM

Why do I need to link with GrabPay?

WELLNEX only accepts payments through the GrabPay service at the moment.
It is a mandatory to settle the full invoiced amount (that may include GST at 7% and the additional processing fee) with GrabPay to enjoy the preferential rates for the healthcare services.

What should I do if I paid the wrong amount?

If you paid an amount lower than the final invoiced amount (total of the consultation plus any medication, tests and that may also include GST at 7%), you can make another payment in the App to top up the difference.
​If you overpaid, please contact the WELLNEX Customer Support so we can assess the situation and arrange for a refund.

What is the % of additional processing fee?

That is the additional % added on top of the Clinic invoice amount and is the fee charged for the payment processing service by GrabPay.

For the offers published by Vendors (other than the Healthcare services), how do I pay?

​Member will pay the Vendor in accordance to the payment methods accepted by the Vendor. You do not use the WELLNEX GrabPay payment to settle the services of Vendors.

How do I link my WELLNEX App with GrabPay?

Go to "More" on your App; tap on the Grab icon and follow the instructions.

• Tap on Proceed to connect your GrabPay Wallet to WELLNEX.
• Enter your Grab-registered mobile number. 
• Enter 6 digit SMS OTP.
• Click 'Confirm' and you have successfully linked your GrabPay wallet to WELLNEX. 

If you have not linked your WELLNEX App with GrabPay prior to settling your clinic invoice, the App will take you through the linking process that must be completed before payment.

After you have linked your GrabPay wallet to WELLNEX, tapping on the GrabPay icon in "More" will show the amount available.

What if GrabPay does not work?

To enjoy the WELLNEX exclusive prices, the payment must be using the GrabPay in the WELLNEX App.
We are very sorry, but if the GrabPay does not work, the Member is not entitled to the exclusive WELLNEX price card.

Can a Member come several times to a clinic?

Yes, an eligible Member can come an enjoy the exclusive prices without a limit, provided that the payment is processed in the WELLNEX App.

What are the prices applicable during Public Holiday?

Fullerton Health Group clinics will apply the WELLNEX exclusive 24/7 consultation price during Public Holidays.

[Clinic] Is the clinic collecting payment from the Wellnex members?

No, Panel clinics must submit claims to Fullerton Health Group as per the usual procedure for ‘cashless’ visits through FHN3 Portal. Wellnex Members will pay the invoiced amount through the Wellnex GrabPay directly to Wellnex (My-Insurer), including the consultation, tests, medications (a payment processing fee is added).

[CLINIC] How is the clinic claiming THE INVOICED AMOUNT (cashless services)?

As this is the same process as for a "cashless" visit, the clinic will claim the invoiced amount to Fullerton Health Group through the FHN3 Portal.
The invoice amount comprises the consultation, medication and any tests. It does not include the payment processing fee.

WHAT Is the PAyment process?

After checking in and seeing the doctor, the clinic staff is to let the patient(member) know what is the total bill so the patient can then input the amount on the Grabpay which is a feature inside their Wellnex app. The patient(member) must then pay the total amount by topping up their Grabpay wallet and must show the clinic staff that a successful payment has been made before leaving the clinic. 
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We encourage our members to rate the clinic after payment to further improve the overall quality of service.  Click here to learn more about how to pay at clinics . 

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SUPPORT & CONTACTS

For INQUIRIES with regards to WELLNEX member’s benefits @Fullerton Health Group clinics?

FullertonHealth call center at +65 6333 3636
Wellnex’s Concierge at +65 9738 5893  (call or WhatsApp) or email at [email protected]

If clinics require further assistance and clarifications on the WELLNEX App, check-in or payment process?

You should find answers in this FAQ.
If you still need support, please contact:

• FullertonHealth call center at +65 6333 3636
  
• Wellnex’s Concierge at +65 9738 5893 or email at [email protected]
  

You can also WhatsApp the WELLNEX Support (Go to "More" then "My Managers").

If clinics require further assistance and clarifications on the FHN3 claim process and reimbursement by FullertonHealth?

Please contact your Network Engagement contact at Fullerton Health Group or email at [email protected].