Description Ocaso Multiservice Assistance

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Ocaso Multiservice Assistance is a policy that offers solutions for a variety of everyday situations and problems that can arise during day-to-day life.

Our objective: To offer you quality of life from the comfort of your own home.

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Services provided

The services provided by this policy are classified into three main categories:

  • Health and social services:
    • A second medical opinion in the event of serious illness
    • Telephone counselling service in situations of emotional distress, family problems, etc.
    • Over the phone guidance on government social services in situations of need or where social assistance is required.
    • Telepharmacy service.
  • IT and technology assistance services:
    • For resolving all kinds of issues relating to the operation and functioning of your PC and other technological devices (e.g. DTT, video, digital cameras, mobile phones, video consoles).
      • Such as viruses.
      • Assistance in the use of Office applications, etc.
      • Configuration of operating systems and programs.
      • Data recovery.
  • Other services and procedures covered by the policy:
      • Cancellation of cards due to loss or theft.
      • Blocking of mobile phone in the event of loss or theft.
      • Change of bank account details for all types of payments.
      • Advice over the phone on all issues related to Gestorías Administrativas, traffic, deeds, mortgages, certificates, etc.
      • Airline, train, hotel, event, restaurant and car hire reservation service.
      • Management of water, gas, electricity and telephone services.
      • Access to the Gestoría Administrativas network.
      • Flower delivery, fax, telegram and taxi services.
      • Contact with repair shops
What services are available?

All services provided under the terms of this policy will be provided by EUROP ASSISTANCE.

With the exception of services with a different timetable, we are at your service 24 hours a day, 365 days a year on the following number: 902 33 23 13. For technological services, visit http://www.ocaso.es

HEALTH AND SOCIAL SERVICES

Second medical opinion

The Insured can request that the Insurer organise a request for a second medical opinion on a serious illness with which they have been diagnosed beforehand in Spain. To do this, the Insured must submit a request to this effect by phone and provide the initial medical report, together with tests conducted to date. The Insurer will then pass this information on to the medical centre with which it has an agreement for study and analysis, before informing the Insured of its findings.

This service will be available from Monday to Friday, between 9:00 and 19:00 (except national holidays).

Telephone counselling service:

Under this policy the Insurer will provide the Insured with the services of a psychologist, who will provide counsel and advice to the Insured over the phone in situations of emotional distress, discomfort, doubt or concerns in relation to their health, family relationships, work, etc., providing support and helping them find the way to resolve certain problems and conflicts.

This service will be available from Monday to Friday, between 9:00 and 19:00 (except national holidays).

Guidance over the phone on government social services:

be diverted to public services for situations where social needs or assistance are required. This service includes guidance and advice over the phone in respect of social resources and assistance from the municipal council and regional government, protection of adults, teleassistance, home care, day centres, nursing homes, technical assistance, incapacity, situations of social and family risk (including abuse and similar problems), the location of resources, dependency and degenerative disorders: social and health resources, volunteer activities and associations.

This service will be available from Monday to Friday, between 9:00 and 19:00 (except national holidays).

Telepharmacy:

If the Insured requires medication, a partner of the Insurer will visit the home of the Insured as soon as possible to collect the prescription required for the corresponding medicine. The partner will then go to the nearest pharmacy to buy the medicine and deliver it in person to the Insured, who will reimburse them for the cost of the medication and transport costs.

TECHNOLOGY SERVICES

Remote IT assistance:

This service allows the Insured to contact a qualified technician, either by phone or online (www.ocaso.es), to receive support in the use of a personal computer (desktop or laptop) covered by this policy. Assistance will be given on hardware, software, internet and multimedia applications for Microsoft, Mac and Linux.

IT assistance in the home:

The Insurer will provide the services outlined in the paragraph above in the home of the Insured, at the request of the latter.

All costs, including transport costs, the cost of materials and/or labour associated with this service, will be met in full by the Insured.

Household technology assistance

This service allows the Insured to contact a qualified technician, either by phone or online, to receive support in the use of technological devices covered by this policy. Assistance will be provided for the following devices, among others:

  • TDT
  • Digital cameras
  • Mobile phones
  • DVD
  • Digital video cameras
  • Video consoles
  • Blu-Rays
  • Digital photo frames
  • Multimedia discs

Online backup copy:

This service allows the Insured to contact a qualified technician to use the online backup copy service. The services included are as follows:

    • The remote installation of the backup copy program by a qualified technician.
    • The configuration of the program to automatically create the backup copy.
    • Advice on the files to include in the backup.
    • Recommendations for the user name and password required for access to the service and information stored in the online backup copy.
    • The maximum predetermined size of the online backup copy is 4GB.
    • The option to access files stored in the backup copy.

Software downloads

The Insured will be able to request the download and installation of IT programs chosen by the Insurer for their usefulness to ensure their correct operation on personal computers covered by this insurance policy.

The Insured will be able to download all programs considered appropriate from a catalogue chosen in advance by the Insurer.

Downloads and licences will be free of charge.

Data recovery

Data recovery and 2,000 euros in insurance cover will be provided following a maximum of 2 incidents per year in the event of logical or physical damage to data storage devices owned by the Insured that prevents access to the information contained on said devices using the operating system.

Internet access management service

At the request of the Insured, the Insurer will complete all telephone-based procedures and send all forms and documents necessary to request connection, disconnection or amendments to the contract of the Insured with their internet service provider.

OTHER SERVICES AND PROCEDURES

Cancellation of cards due to loss or theft :

In the event of notification by the Insured of the loss or theft of bank and other cards issued in Spain, the Insurer will cancel these cards with the issuers of the same.

Blocking of mobile phone:

In the event of notification by the Insured of the loss or theft of mobile phone, the Insurer will inform the corresponding operator of the situation and request that the handset be blocked.

Change of bank details:

With this service, the Insured will be able to request a change in their bank details for payments to any organisation in Spain, provided that such changes do not require the personal intervention of the Insured.

Management of services over the phone:

At the request of the Insured, the Insurer will handle all telephone procedures required to connect, disconnect or amend contracts for water, electricity, gas and telephone services.

Advice on administrative procedures over the phone:

The Insurer will provide the insured with advice over the phone on administrative procedures relating to the following areas:

  • Traffic
  • Mortgages
  • Hunting and fishing
  • Transport
  • Successions and last rites
  • Deeds
  • Certificates

This service will be available from Monday to Friday, between 9:00 and 19:00 (except national holidays).

Access to the Gestorías Administrativas network:

The Insured will have access to the Insurer's national network of Gestorías Administrativas at a discounted rate, i.e. a minimum discount of 10% on the tariff for the general public charged by the Gestoría Administrativa.

Reservation service

In accordance with information provided beforehand by the Insured in each case, the Insurer will assume responsibility for the procedures and formalities required to make the following reservations. The Insured will pay for all costs resulting from the same and delivery costs::

  • Reservation and issue of airline tickets (within Spain): A reservation will be made and, where appropriate, the ticket issued and paid for.
  • Reservation and issue of RENFE tickets (within Spain): A reservation will be made and, where appropriate, the ticket issued and paid for.
  • Hotel and national travel program reservations and issue of vouchers: A reservation will be made and, where appropriate, the voucher for the hotel selected issued and paid for.
  • Programmed travel: A reservation will be made and, where appropriate, the ticket for the trip selected from the quotes of wholesalers will be issued and paid for.
  • Reservation of tickets for shows and events (within Spain): The client will be provided with the reservation for tickets to shows and put into a tripartite conference with the corresponding businesses, depending on the type of admission requested
  • Restaurant reservations (within Spain): Reservations will be made at the restaurant selected, subject to the availability of a table at the stipulated time on the stipulated date.
  • Hire car reservations (within Spain): The Insured will be provided with a hire car.

Los servicios anteriores que deban ser prestados por una Agencia de Viajes, se gestionarán a través de:

Europ Assistance Travel,
C/ Orense, 4
28020-Madrid,
N.I.F. A-82228776, CICMA 1095, IATA 78-241704.

Delivery service

The Insurer will handle procedures and formalities relating to the following delivery services. Costs arising from these services will be paid by the Insured:

  • Flower delivery (within Spain and overseas): A menu will be provided containing different types of floral arrangements for delivery within florists' business hours.
  • Fax service (within Spain and overseas): A message will be sent by fax on behalf of the Insured to the recipient indicated by the Insured.
  • Telegram service: A message will be sent by telegram on behalf of the Insured to the recipient indicated by the Insured.
  • Taxi service (within Spain): The Insurer will put the Insured in contact with the taxi company.

This service is subject to local availability.

Contact with repair mechanics, installers and various professionals:

  1. Bricklayers
  2. Aerial fitters
  3. Varnisherr
  4. Carpenters
  5. Metalworkers
  6. Locksmiths
  7. Contractors
  8. Glaziers
  9. Electricians
  1. Carpet fitters
  2. Plasterers
  3. Plumbers
  4. Security guards
  5. Furniture repositories
  6. Gardeners
  7. Window cleaners
  8. General cleaning
  9. Removals
  1. Parquet fitters
  2. Persian blinds fitters
  3. Painters
  4. Upholsterers
  5. Electrical appliance technicians
  6. Automatic gate technicians
  7. TV, DVD and video technicians
El asegurador asumirá el coste de desplazamientos, siendo por cuenta del asegurado cualquier otro gasto que se produjera por el cumplimiento de las prestaciones que éste solicita al profesional.
How can I request the services of Ocaso Multiservice Assistance?

By phone:

To request any counsel or service included in this policy, call the number below:902 33 23 13
24 hours a day, 365 days a year

SExcept for services of Second Medical Opinions, Counselling Service, Guidance over Government Social Services, Advice on Gestorías Administrativas and Connet with others Proffesionals, Installers and Repairs. These services will be available from Monday to Friday, between 9:00 and 19:00 (except on national public holidays).

When calling this number, the following information must be provided:

  • NIF/NIE of the Insured.
  • Name of the Insured.
  • Service or assistance required.

At www.ocaso.es:

For all services and advice relating to Remote Informatic Assistance, Technological Home Assistance (TDT, DVD, Digital Camera, Video Games Machine, Movil Telephone, etc.), Security Copies and Software Downloads.

On the Ocaso website www.ocaso.es, in the Household section, once the policy number and NIF/NIE have been entered in the customer area located in the Multiservice Assistance index.

From this point on, you will be redirected to the access and usage service of Europ Assistance page.