【Travelling between Hong Kong and Mainland China】Enjoy VIP-style medical concierge support as an added-value service. The insured person’s parents also benefit.

As Hong Kong’s economy and daily life continue to integrate with Mainland China, more and more Hong Kong people are working in the Mainland or retiring there, and cross-border population mobility has changed entirely. Whether people travel or live in Hong Kong, the Greater Bay Area or other cities in Mainland China, they all hope to enjoy high-quality medical services. AIA Hong Kong (AIA) understands this need and has specially launched Hong Kong’s first¹ exclusive medical concierge support value-added service, “全助你”, which arranges a one-to-one health concierge² to take care of everything big and small, looking after the insured person’s health, so that Hong Kong people can enjoy VIP-style concierge support value-added services from diagnosis and treatment through to recovery, whether in Hong Kong or Mainland China.

In addition, “全助你” also provides home nursing visits³ to closely monitor the physical condition of eligible insured persons’ parents in Mainland China, helping customers care for the health of their loved ones. The service in Hong Kong, meanwhile, focuses on providing one-stop cancer treatment and support services, helping customers connect with high-quality multidisciplinary teams and standing alongside them on their cancer journey. 

“全助你” supports the insured person’s cancer treatment needs in Hong Kong. If the insured person is unfortunately diagnosed with a cancer disease, “全助你” will arrange for a dedicated health manager² to follow up on the case and provide one-stop integrated cancer support services⁴, including making appointments with specialist doctors (such as oncologists and surgeons) for an initial consultation, helping the insured person understand treatment options and budget for costs, and assisting with pre-authorisation applications, so that they do not have to face difficulties alone and can receive ongoing, professional care on the road to recovery.

As medical technology advances, cancer is often no longer an incurable disease; what it more often tests is the patient’s time, determination and financial resources. “全助你” will consolidate the details of the recommended treatment plan and the estimated medical costs, helping the insured person make an appropriate decision and face the challenge together. 

Mainland China is vast and resource-rich, but when Hong Kong residents are in Mainland China, they may be unfamiliar with the local environment and may not receive immediate medical support when illness strikes. “全助你” provides comprehensive care throughout the insured person’s entire healthcare journey. The service includes a dedicated one-to-one health concierge², offering personalised support for customers in both Hong Kong and Mainland China. It can arrange online general practitioner services⁵, and also provides specialist telephone consultations, priority booking for outpatient and inpatient services at Mainland China’s Class A tertiary hospitals, together with medical escorts⁶, inpatient care attendants⁶ and home care attendant services⁶, ensuring the insured person receives attentive professional care and support throughout their health journey. 

Take Tim, a 40-year-old SME owner and a covered person under eligible AIA products, as an example. In recent years, he has helped his company expand its business in Mainland China, frequently travelling between Hong Kong and the Mainland, while his parents have also moved north to enjoy retirement.

However, Tim is busy with work and often misses regular meals. One day, while on a business trip in Mainland China, he suddenly felt discomfort in his chest. He immediately received a referral through “Care Concierge” to an online family doctor (general practitioner) for an online consultation and medical advice. He was then arranged priority specialist outpatient treatment at a top-tier hospital in Mainland China, together with a patient escort service. Tim was eventually diagnosed with coronary heart disease by a doctor.

Fortunately, the condition was diagnosed early. In Mainland China, Tim was arranged by “Care Concierge” to receive priority inpatient treatment, expedited laboratory tests and an inpatient care attendant service, helping to control his condition at an early stage. After surgery, Tim returned home to rest. During his recovery, he also received a home care attendant service provided by “Care Concierge”, allowing him to recuperate in peace and return to normal life more quickly.

After the storm had passed, Tim returned to work in Hong Kong after some time, while his parents continued to enjoy retirement in Mainland China. However, as his parents grew older, Tim remained concerned about their day-to-day health. As he was busy with work in Hong Kong and could not often make time to visit them, he sought help through “Care Concierge” to arrange a medical home visit³ service, helping him to look after his parents in Mainland China.

This service includes a dedicated nurse visiting the home to understand the parents’ health condition, while an online doctor provides a health assessment and health tips. If any health issues arise, they can be notified immediately⁷. Tim can also take part in the visit online⁷ to learn about his parents’ physical condition. With the help of “Care Concierge”, even though Tim and his parents are separated by distance, he can still stay closely informed about the health of his loved ones.

The services provided by “AIA Care Concierge” are offered by designated third-party service providers to eligible AIA customers, who must be insured under eligible AIA products. If you have any questions or enquiries, please seek independent advice from a doctor before receiving any medical or care services.

Remarks:

1. “AIA Care Concierge” is Hong Kong’s first medical and support service that combines (i) exclusive concierge services and a series of medical and support services for eligible insured persons, and (ii) mainland China medical home visit services for the parents of eligible insured persons. Comparison as at 1 April 2024 against similar services offered by major insurance companies in Hong Kong. The services provided under “AIA Care Concierge” are only applicable to insured persons under eligible AIA products, and are not available in Macau. The services provided are value-added services and do not form part of the policy coverage, and are not guaranteed. AIA reserves the right to amend or cancel the services or service providers of “AIA Care Concierge”, or to amend any relevant terms and conditions, at any time without prior notice, and reserves absolute discretion. For the full terms and conditions of “AIA Care Concierge”, please refer to the “AIA Care Concierge” service leaflet.
2. The services in mainland China and Hong Kong are provided by different service providers, and the scope of services also varies. Please refer to the “AIA Care Concierge” service leaflet for details.
3. The medical home visit service is subject to geographical and usage limitations. This service is primarily for general health assessments and the provision of health tips, and is not applicable to post-discharge care services. For the full terms and conditions of service usage (including but not limited to the maximum number of uses, excluded items and geographical restrictions), please refer to the “Terms of Use for Services Provided by ‘AIA Care Concierge’ in Mainland China” section in the service leaflet.
4. Items under the one-stop oncology support service (including but not limited to initial consultation fees) may incur additional charges and shall be borne by the user.
5. The medical consultation service does not provide face-to-face medical consultations, and does not include any prescriptions, dispensing, administrative and delivery of medication, or any other medical services. Please refer to the “Terms of Use for Services Provided by ‘AIA Care Concierge’ in Mainland China” section in the service leaflet.
6. The medical escort service, hospital care attendant service and home care attendant service are subject to geographical and usage limitations. For the hospital care attendant service and home care attendant service, customers shall be responsible for and pay the applicable fees. Please refer to the “Terms of Use for Services Provided by ‘AIA Care Concierge’ in Mainland China” section in the service leaflet.
7. With the consent of the parents of the eligible insured person, the insured person may participate in an online medical home visit via video conference through the designated mobile application of the mainland China service provider.

The contents of this article are for reference only. This article does not constitute any professional advice, opinion, interpretation, position or view of AIA. It does not constitute any sales recommendation and/or product recommendation or medical advice. The product information in this document does not contain the full policy terms. For details of the product features, terms and conditions, exclusions and key product risks, please refer to the relevant product brochure and policy contract, or visit the website. If you would like to review a sample insurance contract before taking out insurance, please request one from AIA. Customers should choose suitable products according to their own needs. 

This English version of this article has been generated by machine translation powered by AI. It is provided solely for reference purposes. In the event of any discrepancy or inconsistency between this translation and the original Chinese version, the Chinese version shall prevail.