First Health Assist FAQ:

About First Health Assist

What is First Health Assist?

First Health Assist is an affordable ambulance subscription service that provides reliable emergency and non-emergency medical transportation. With 24/7 coverage, members have access to prompt ambulance services at a fraction of the cost of traditional providers.

You can sign up directly on our website or via the First Health Assist app

Eligibility and Membership Requirements

Who is eligible to subscribe to First Health Assist services?

Anyone aged 18 and older with a valid IC or passport can subscribe to First Health Assist, which is designed for individuals seeking affordable and reliable medical transportation access.

Yes, non-Malaysian residents can subscribe to First Health Assist. Foreigners can use their passport number to sign up for the service.

Membership Details and Benefits

Who is considered a Primary User?

A Primary User is the main account holder who initiates the First Health Assist subscription. This person is responsible for managing the membership, including adding or updating dependants, and renewing the plan.

A Dependant is an additional person added to the Primary User’s subscription. Dependants can include family members, such as children or elderly relatives, who the Primary User wants to cover under their plan. Each dependant costs from RM325 per year, with a maximum of 10 dependants per subscription.

Each subscription includes:

  • 2 Emergency Ambulance Trips per Year: Emergency trips are for situations that require immediate medical attention, such as severe injuries, heart attacks, or other life-threatening conditions.
  • 2 Non-Emergency Ambulance Trips: These trips are intended for medical transfers that are not urgent, such as hospital transfers for scheduled procedures or follow-up appointments.
  • 24/7 Access to Emergency Support: Subscribers can reach out for assistance any time of day or night.

Disclaimer: The hotline service/call centre will ultimately determine what constitutes an emergency or non-emergency based on the details provided at the time of the ambulance request. Subject to Terms and Conditions.

First Health Assist offers a comprehensive subscription model with an annual fee structure:

  • Adult Membership
  • Child Membership (the second child and above receive a 10% discount)
  • Senior Membership

The subscription includes two emergency trips and two non-emergency trips annually.

You can add up to 10 dependants per plan:

  • Additional Adult
  • Additional Child (with the second child and above receiving a 10% discount)
  • Additional Senior

Memberships are renewable on an annual basis to ensure continued coverage and access to services.

Priority Dispatch is a system designed to ensure that urgent ambulance support is provided efficiently during emergencies. When a member calls for assistance, the hotline service or call centre assesses the urgency of the situation by gathering key information about the emergency. This allows them to prioritise calls based on the severity of the medical need.

By categorising calls, Priority Dispatch helps ensure that those in the most critical situations receive assistance first. This means that ambulances can be dispatched quickly to individuals who require immediate medical attention, while less urgent requests can be handled afterward. This streamlined process enhances response times and ensures that medical care reaches those who need it most without unnecessary delays.

For requests outside the coverage area, additional fees may apply. The current rate is RM15 for each kilometre beyond 15 km from your pickup point. First Health Assist does accommodate trips that exceed the coverage area; however, please contact our call centre to confirm any extra charges and obtain the latest coverage details.

Subscription and Pricing

How much does First Health Assist subscription cost compared to regular ambulance services?

First Health Assist offers a highly affordable subscription:

  • For adults
  • For seniors, Compared to standard ambulance services that can cost upwards of RM800+ for just one emergency trip, First Health Assist provides peace of mind at a fraction of the cost.

Find the breakdown of the cost below:

Membership PlanFirst Health Assist Annual Subscription CostCost for 2 emergency trips for Standard AmbulanceCost for 2 non-emergency trips for Standard AmbulanceTotal Cost with First Health Assist Annual SubscriptionHow much you’d save from subscribing to First Health Assist
Adult-----
Child-----
Senior-----

Discounts for early renewals and extended memberships may be available. The price for a standard adult membership is RM275, while the senior citizen membership is RM325. Check the First Health Assist app, or contact customer service for current promotions and discounts.

Yes, you can change your membership type by adding dependants under your account to become a primary user. To switch to a family plan, simply invite them to join your plan through a link or referral ID. If you do not add dependants, you will remain a single member. There are no extra charges for making this change, but you will need to pay for your dependents’ memberships.

First Health Assist offers a variety of convenient payment methods for subscribers, including:

  • Credit/Debit Cards: Visa and Mastercard are accepted for secure and easy transactions.
  • Online Bank Transfers (FPX): Direct transfers from major Malaysian banks for a seamless payment experience.
  • E-Wallets: Supports popular digital wallets such as Boost, Touch ‘n Go, GrabPay, and ShopeePay, providing flexibility for mobile payments.

You can manage your subscription directly through the First Health Assist app. Here, you can:

  • View your trip usage
  • Add dependants
  • Renew your membership
  • Update your payment information

Yes, you can cancel your subscription at any time. However, refunds will not be provided for the remaining subscription period.

Coverage and Limitations

What is considered an emergency trip?

An emergency trip is any situation where urgent medical care is required, such as accidents, sudden illnesses, or severe injuries that need immediate medical attention and transport to a hospital.

Disclaimer: The hotline service/call centre will ultimately determine whether a situation is an emergency or non-emergency based on the details provided at the time of the ambulance request. Additionally, the service will assess if the ambulance dispatch is deemed to be clinically necessary, as authorised by an appropriate medical professional.

A non-emergency trip covers situations like hospital transfers, routine medical appointments, or transportation to healthcare facilities where immediate emergency care isn’t needed.

Disclaimer: The hotline service/call centre will ultimately determine whether a situation is an emergency or non-emergency based on the details provided at the time of the ambulance request. Additionally, the service will assess if the ambulance dispatch is deemed to be clinically necessary, as authorised by an appropriate medical professional.

First Health Assist currently operates in Klang Valley only. Coverage is expanding, so we recommend checking our app or website for the most up-to-date service locations.

No, First Health Assist coverage is limited to Malaysia and Klang Valley only and we are actively working to expand into other areas.

No, inter-facility ambulance services, such as transport between hospitals or medical facilities, are not covered under First Health Assist subscriptions. Subscribers will need to arrange and cover the cost for such services separately.

Dependents and Family Memberships

Can I add family members to my subscription?

Yes, you can add up to 10 dependants to your subscription from RM 325 per person per year. This includes children, elderly family members, or any dependants you want covered under your plan. Additionally, the second child and any subsequent children are entitled to a 10% discount on their subscription fee.

Dependents can be managed through your First Health Assist account on the app or by contacting customer service.

If a dependent no longer qualifies, you may need to remove them from the membership. Contact customer support for assistance, via email hello@blucloud.my.

Service Operations and Provider Information

How do I request an ambulance?
  • Log In to the App: Open the First Health Assist app and log in with your credentials.
  • Access the Home Screen: Once logged in, you’ll be directed to the app’s home screen.
  • Find the Call Ambulance Button: Look for the “Call Ambulance” button prominently displayed.
  • Initiate the Call: Tap the “Call Ambulance” button. This will connect you to the ambulance hotline.
  • Provide Necessary Information: When connected, follow the instructions to share your location and the nature of the emergency.
  • Track Your Ambulance:
    • For Emergency Trips: After your call, you’ll see the ambulance being dispatched on your screen, along with estimated arrival times. 
    • For Non-Emergency Trips: If scheduling a non-emergency trip, you’ll see your ambulance scheduled for the selected time.
  • Stay Prepared: Keep your phone handy and follow any further instructions provided by the dispatcher until help arrives.

First Health Assist partners with certified, experienced medical transportation providers to ensure that all ambulances are equipped with trained personnel and necessary medical equipment, ensuring reliable and timely service 24/7. Our ambulance service providers are certified by the Private Ambulance Services Providers Association of Malaysia (Borang 3) and have received the prestigious Global Healthcare Award for Ambulance Service Provider of the Year in the Asia-Pacific region from 2020 to 2024.

Medical staff may be either employees or contractors of our partner organisations, meeting strict professional standards.

First Health Assist is unique because it offers an affordable subscription model that drastically reduces the cost of emergency medical transportation. With transparent pricing, 24/7 coverage, and a focus on both emergency and non-emergency services, we make ambulance services accessible to everyone.

If you need more than the number of trips included in your subscription (2 emergency and 2 non-emergency), you can still request additional ambulance services at a special discounted rate for First Health Assist members. The price for a standard adult membership is RM275, while the senior citizen membership is RM325. Please refer to the First Health Assist app, website, or contact customer service for more details.

Yes, a single companion (plus one) may accompany the patient in the ambulance, provided there is available space and it does not compromise patient care or safety. The final decision will be at the discretion of the medical team on board.

In the unfortunate event of a patient passing away during the ambulance ride, the medical team will follow standard procedures, including notifying the appropriate authorities and contacting the patient’s next of kin. The ambulance team will provide necessary assistance and support during this difficult time.

After an ambulance ride, the patient will be safely handed over to the receiving medical facility or hospital staff. The medical team will provide the facility with a report of the patient’s condition and any interventions administered during transport. For non-emergency rides, the patient will be dropped off at the designated location agreed upon during the booking process.

Cancellation and Refunds

Can I cancel my subscription at any time?

Yes, you may cancel anytime; however, refunds are not provided for the remaining subscription period.

For refund requests, contact customer support via email at hello@blucloud.my. Refund eligibility depends on the request type and terms.

Yes, refunds for duplicate payments can be processed upon verification. Contact customer support for assistance at hello@blucloud.my

Privacy and Confidentiality

How does First Health Assist handle and protect my medical information?

First Health Assist follows strict data protection protocols, ensuring all personal and medical data remain secure and confidential.

Yes, personal data updates can be made via the First Health Assist app or by contacting customer support.

Billing and Payments Issue

What should I do if my payment fails?

If a payment fails, please contact support for assistance, hello@blucloud.my. Make sure that your payment method is supported and that all details are entered correctly.

First Health Assist will send notifications 30 days and 14 days before your membership ends, so be sure to renew your plan to avoid service interruptions.

Yes, you can change your payment method when renewing your plan. You can choose from credit/debit cards, online bank transfer (FPX), or e-wallets such as Boost, Touch ‘n Go, GrabPay, and ShopeePay.

We’ll send a receipt to the email address you provided when you signed up. Be sure to check your inbox for confirmation of your payment.

If your payment is declined, please check your details to ensure they are entered correctly. Make sure you have sufficient funds in your account before attempting the transaction again. If the issue persists, please contact your bank for assistance in resolving any potential issues with your payment method

General Support and Legal Information

What should I do if I want to file a complaint or dispute?

For complaints or disputes, please contact customer support through the app or website. First Health Assist aims to resolve issues promptly and fairly.

Notification of changes will be sent via email or app notifications. Ensure your contact information is updated to receive timely updates.

For any inquiries or support, you can reach out via email at: hello@blucloud.my.