Cross-boundary Medical Support Service

Notes

1. The Designated Hospitals in Chinese Mainland may update from time to time. Please refer to the Designated Hospital List on AlipayHK App for the latest information. Hospital information and related service details are provided by Ant Health. Designated Hospitals refer to hospitals in Mainland China participating in this service and accepting Manulife's direct billing arrangement. The list of Designated Hospitals does not constitute any recommendation or endorsement by Manulife of any hospital, medical service or treatment option.
2. The booking hotline is operated by the entities under Ant Health as an independent contractor and is not an agent of Manulife. Mandarin and English hotline services are available 24 hours a day, 7 days a week. Cantonese hotline service is available from 9:00 a.m. to 6:00 p.m., excluding weekends and public holidays in Hong Kong.
3. Confirmation of an outpatient appointment made through the AlipayHK App does not mean that you are eligible to use Manulife's direct billing service, nor does it mean that the related consultation or medical expenses are covered under your Manulife policy or are eligible for reimbursement.
4. Any pre-approval and claim-related information displayed on AlipayHK App is for reference and summary purposes only.
   
   Please always refer to Manulife’s official notification channels, including SMS, Manulife Customer Website and Manulife Hong Kong & Macau Mobile App for the status and results.
5. "Manulife Direct Billing Service" (also known as the Cashless Service) refers to a special administrative arrangement under which customers receiving designated medical services at Designated Hospitals are not required to pay upfront for designated medical expenses that have been pre-approved by Manulife, after pre-approval confirmation. This service is subject to the relevant terms and conditions. The set of Manulife-specific Terms and Conditions applicable to this service can be reviewed within the service journey in AlipayHK App.
6. All appointments are subject to the actual availability and final confirmation of the Designated Hospital, specialist and timeslot. Outpatient consultation fees must be paid directly by you to the Designated Hospital.
7. Outpatient booking through AlipayHK App is not a mandatory requirement for applying for the Manulife Direct Billing Service.
8. Outpatient cancer treatment applicable to Manulife Direct Billing Services is limited to day oncology services, including doctor consultations, chemotherapy/radiotherapy, and related diagnostic tests.
9. After Manulife has received all required documents and information, you will normally be notified of the pre-approval result within 5 business days. Processing time may vary by case and submission completeness.
10. Subject to pre-approval assessments and confirmation by Manulife.
11. The Manulife Direct Billing Service is subject to pre-approval and confirmation. The pre-approval result does not represent any admission of liability by Manulife. The actual claim amount payable is subject to Manulife’s final claims decision. You will remain responsible for any deductible, non-covered expenses and/or expenses exceeding the pre-approved amount. If there is any outstanding amount following claims assessment, Manulife will notify you by letter and you will be required to pay such amount to Manulife. The service is subject to the applicable terms and conditions.

Remarks

• ^{^}The description of “Hong Kong’s first” is based on a comparison of publicly available information as of Nov 10, 2026 regarding cross-border medical direct billing service arrangements launched by major life insurers in Hong Kong in collaboration with Ant Health.
• "Ant Health" is a health services brand under Ant Group. Entities operating under the Ant Health brand include Ant Yikang (Guangzhou) Information Technology Co., Ltd. and AHA Healthcare Technology HK Limited, among others.

Terms and conditions

1. This service is an additional value-added service and a special administrative arrangement. It does not form part of the contractual benefits or any eligible Manulife policy. Manulife reserves the right to amend, suspend or terminate this service from time to time. The Medical Protection Card, hospital information and 24/7 booking hotline available through AlipayHK App are operated by Ant Health. Manulife makes no representation, warranty or undertaking as to the availability or performance of these functions and services. Any eligibility verification, pre-approval assessment, claim assessment and coverage decision are conducted solely by Manulife.
2. The Designated Hospitals available through this service are not treated as Manulife Healthcare Network Providers for the purpose of Network Benefit eligibility under Manulife First VHIS Flexi Plan. Please refer to the applicable policy provisions for details.
3. The service providers and Designated Hospitals are not licensed insurance intermediaries appointed by Manulife and will not conduct any regulated activities on behalf of Manulife. The service providers and designated hospitals are not authorised representatives or agents of Manulife and are neither authorised nor permitted to market any insurance products, provide regulated advice, and/or arrange any insurance contracts on behalf of Manulife.

For complete product information of VHIS plans, please visit our website at www.manulife.com.hk.