Last updated: 15/09/2026
ONECALL Medical Care (“ONECALL,” “we,” “us,” or “our”) is committed to protecting the privacy and security of the personal data — including sensitive health-related data — that we collect from patients, travelers, expatriates, insurance companies, third-party administrators (TPAs), and travel assistance partners (“you”). This Privacy Policy explains what data we collect, why we collect it, how we use and protect it, and the rights you have regarding it, in accordance with Mexico’s Federal Law on Protection of Personal Data Held by Private Parties (Ley Federal de Protección de Datos Personales en Posesión de los Particulares, “LFPDPPP”) and its Regulations.
1. Who is Responsible for Your Data.
Data Controller: ONECALL Medical Care
Address: Plaza Azuna, Av. Sayil, Consultorio 922, Zona Hotelera, 77500 Cancún, Q.R., México
Contact for privacy matters: operations@onecallmedicalcare.com
2. Personal Data We Collect.
Depending on how you interact with us, we may collect:
Identification and contact data: full name, email address, phone number/WhatsApp number, hotel or residence location, nationality, travel insurance policy or membership number.
Sensitive health data (datos personales sensibles): medical history relevant to your case, symptoms, diagnosis, treatment provided, medications prescribed, laboratory or imaging results, hospital admission and discharge information, and any other clinical information necessary to coordinate your care and process billing or insurance claims.
Insurer/partner data: for insurance companies, TPAs, and assistance providers, we may collect company contact information, case reference numbers, and authorization/Guarantee of Payment (GOP) details.Technical data: information automatically collected through our website (such as IP address and browsing data) and third-party embedded content (e.g., Google Maps).
3. Special Notice Regarding Sensitive Data.
Health data is considered sensitive personal data under Mexican law. By voluntarily providing this information — whether through our contact forms, WhatsApp, phone, or during an in-person consultation — you give us your express consent to process it strictly for the purposes described in this Policy. You are never obligated to provide sensitive data through our public website; where possible, detailed clinical information is collected directly by our medical staff through secure channels.
4. Purposes for Which We Use Your Data
Primary purposes (necessary to provide our services):
–Coordinating and providing medical assistance (housecalls, telehealth, nursing, mobile diagnostics, transport, hospital case management).
-Communicating with you regarding your case, appointments, and follow-up.
-Preparing medical reports for you, your insurer, or your treating physicians.
-Processing billing, direct-pay arrangements, and insurance claims (including Guarantee of Payment coordination and cost-containment auditing).
-Coordinating with hospitals, ambulance providers, laboratories, pharmacies, and independent physicians who participate in delivering your care.
Secondary purposes (optional, require your consent and can be withdrawn at any time):
–Sending you newsletters or informational updates about ONECALL.
-Requesting feedback about the service you received.
If you prefer that we do not use your data for secondary purposes, you may tell us at any time using the contact information in Section 8, or by using the unsubscribe option in any newsletter email.
5. Data Sharing and Transfers.
To provide our services, we may share your personal data — including health data — with:
-Treating physicians, nurses, hospitals, clinics, laboratories, and ambulance/medical transport providers involved in your case.
-Your travel insurance company, assistance company, or TPA, for the purpose of authorization, direct billing, and claims processing.
-Payment processors, where applicable.
-Government or regulatory authorities, where required by law.
International transfers: Because many of our patients hold insurance policies issued by companies located outside of Mexico, your data — including health data related to your case — may be transferred to insurance companies, TPAs, or assistance providers located in other countries for the purposes described in Section 4. We take reasonable steps to ensure that any such transfer is limited to what is necessary and that the receiving party protects your data appropriately.
We do not sell your personal data to third parties.
6. Data Retention.
We retain your personal and health data for as long as necessary to fulfill the purposes described in this Policy, including any period required to comply with legal, medical record-keeping, billing, or insurance-related obligations under applicable Mexican law.
7. Your ARCO Rights.
You have the right to:
–Access the personal data we hold about you.
–Rectify your data if it is inaccurate or incomplete.
–Cancel your data when you consider it is no longer necessary for the purposes for which it was collected.
–Oppose the use of your data for specific purposes.
You may also revoke your consent at any time for purposes that are not necessary for providing medical care already in progress.
To exercise any of these rights, please send a request to operations@onecallmedicalcare.com including: your full name, a clear description of the right you wish to exercise, and any supporting documentation confirming your identity. We will respond within the timeframes established by the LFPDPPP.
8. Cookies and Website Technologies.
Our website may use cookies and similar technologies, and embeds third-party content such as Google Maps, which may set their own cookies subject to their respective privacy policies. You can disable cookies through your browser settings, though this may affect certain website functionality.
9. Data Security.
We implement reasonable administrative, technical, and physical safeguards designed to protect your personal and health data against unauthorized access, loss, alteration, or misuse.
10. Changes to This Privacy Policy.
We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page indicates when it was last revised. We encourage you to review this page periodically.
11. Contact Us.
If you have questions about this Privacy Policy or how we handle your data:
ONECALL Medical Care Plaza Azuna, Av. Sayil, Consultorio 922, Zona Hotelera, 77500 Cancún, Q.R., México.
E-mail: operations@onecallmedicalcare.com