One-stop health support solution

Family Health MedTeam Service

Access to 24/7 health support for you and your loved ones

This service provides unparalleled healthcare support in mainland China covering online general health consultations, customising health checkup, online support for chronic disease management and home medication delivery. Along with priority booking at designated Grade 3A hospitals and medical companion service, you and your loved ones can access seamless and quality medical resources.

Service Highlight

Professional Family Care:

 
  • 24/7 Dedicated Online Service Team1: Eligible AIA Alta Club members and their families have round-the-clock access to a dedicated online service team, providing immediate, professional support anytime, anywhere, ensuring peace of mind wherever life takes them.

  • Expert Care: Each designated team comprises an experienced doctor, who has worked at a Grade 3A hospital; and a registered nurse with nutrition qualifications in the Chinese Mainland who acts as family health ambassador.2 This ensures expert, empathetic care tailored to each family's unique needs.

  • Easy Onboarding: Eligible Members can call the exclusive hotline to activate the services with guidance. The services cover four family members in total2, all sharing exclusive medical experiences.
 

A Seamless, One‑stop Experience:

 
  • Fast-Track Access to Leading Hospitals: Eligible Members and their families benefit from priority access to outpatient and inpatient services, with specified diagnostic tests available upon request at designated Grade 3A hospitals in the Chinese Mainland, enabling timely and efficient treatment.

  • Online General Health Consulting: Eligible Members and their families can consult their dedicated family doctor at any time, from any city in the Chinese Mainland, for general health concerns and wellness information, and access convenient and professional online consultations with specialists from Grade 3A hospitals as needed.

  • Health Concierge Services: A dedicated health ambassador coordinates the entire medical journey, including medical companion3, making healthcare experiences seamless and stress-free.
 

Personalised Experience:

 
  • Exclusive, Tailored Health Checkup Plans: The family doctor will customise a health checkup and arrange for it to be performed at designated Grade 3A public hospitals in the Chinese Mainland, with the flexibility to adjust check-up items for individual needs4,5.

  • Chronic Disease Management and Home Medication Delivery: The service supports ongoing health with regular follow-ups and convenient medication delivery4,6, empowering families to manage chronic conditions with ease.

Privilege for AIA Alta Club members in Solar and Luna tiers

How to activate the service

1. Call Service Hotline

 
Please provide: 
  • Full English Name
  • ID number
  • Phone number

2. Service Activation

 
Health Ambassador will add you on WeChat and guide you on the activation steps. (If you do not have WeChat app, please download and register prior to service activation.)
 

3. Invite your family members to use the Service

 
You can invite your family member to the designated family group chat on WeChat which has been set up by Health Ambassador. 

One-Minute Service Highlights

Discover how Family Health MedTeam provides healthcare support for you and your loved ones to access to quality medical care in Chinese Mainland.

Family Health MedTeam Service Video (Available in Chinese only)

Want to know more?

Service hotline: (86) 400 961 0933
 
Service hours:
Monday to Sunday: 09:00 - 23:00

The Service User may contact the servicing team of Family Health MedTeam via WeChat application from 9:00 a.m. to 11:00 p.m. and the service hotline  outside these hours for coordinating the Services and accessing Online General Health Consulting.

The service hours and communication channel may be subject to change from time to time without prior notice and published on website.

  1. The Service User may contact the servicing team of Family Health MedTeam through WeChat mobile application or the service hotline during the service hours as set out in the "Terms of Use of Family Health MedTeam" for (i) coordinating the Services and (ii) using Online General Health Consulting. All the other services under Family Health MedTeam are provided during the designated service hours subject to the availability of the Service Provider. For details, please contact the Service Provider via the service hotline at (86) 400 961 0933.
  2. Designated family doctor as well as a nurse registered in the Chinese Mainland.
  3. Medical Companion Service is not available to the Service User who has already been hospitalised during the hospitalisation.
  4. The costs of the health checkup and any related expenses shall be borne and settled directly with the relevant medical institution by the Service User.
  5. Subject to availability and suitability upon review of the Service Provider.
  6. The costs of the medications and the medications delivery shall be borne and settled directly with the Service Provider by the Service User. Online Support for Chronic Disease Management and Home Medication Delivery is limited to the administrative support for the purchase and delivery of certain prescription medications to designated delivery location only.  

  1. The Services offered as a privilege of AIA Alta Club are only available to:
    a. the AIA Alta Club member in the Solar or Luna tier ("Eligible Member"); and
    b. up to three (3) of his/her eligible family members as nominated by the Eligible Member ("Eligible Family Members"), who:
    (i) must be the spouse, child, grandchild, parent, parent-in-law, grandparent or grandparent-in-law of the Eligible Member; and
    (ii) must successfully complete the registration within one month after the Eligible Member activates the Services.
    The Services are valid for a period of 12 months from the date of the activation of the Services ("Validity Period") and the Validity Period will be automatically renewed for successive 12-month periods, provided that the Eligible Member remains to be an AIA Alta Club member in the Solar or Luna tier. For details of the membership and the terms and conditions of AIA Alta Club, please refer to https://www.aia.com.hk/en/aia-alta. The eligibility of using the Services may be subject to change by AIA from time to time which will be published on AIA's website.
  2. The Services are provided by the designated independent third-party service provider in Chinese Mainland ("Service Provider") when the Service Users are in Chinese Mainland subject to the relevant terms and conditions thereto.
  3. AIA reserves the right to amend, suspend or terminate the Services, any part thereof, service provider(s) or change any terms and conditions relating thereto at any time without prior notice at its absolute discretion.
  4. None of the Services shall be considered as a medical advice, diagnosis, treatment, or recommendation in any kind. Any information and recommendation provided under the Services is for general health and wellness information only and does not replace any medical advice or treatment. The Service User is advised not to change or discontinue any medical assistance or treatment that he/she may be receiving based on any information and/or recommendation provided under the Services. If the Service User is in doubt or consider necessary, please seek medical advice from his/her registered medical practitioner or other health professional immediately and do not ignore or delay seeking medical advice and treatment.
  5. AIA is not the Service Provider, or the agent of the Service Provider, of the Services. AIA makes no representation, warranty or undertaking as to the quality and availability of the Services, and shall not be responsible or liable for the Services provided by the Service Provider. Under no circumstance shall AIA be responsible or liable for the acts, omission or negligence in provision of the Services by the Service Provider.
  6. Any service, product or solicitation of any kind provided by the Service Provider are not sold or promoted by AIA, and AIA shall not be responsible and/or liable for any service, product or solicitation of any kind provided by the Service Provider.
  7. With the informed consent of the Eligible Member and the Eligible Family Member(s) (if applicable), the Service Provider will use their personal particulars for registration and verification of identity and eligibility (where applicable) for the use of the Services.
  8. The Service Users are required to settle directly with the Service Provider for the charges of any services obtained which are not part of the Services (including but not limited to the expenses as set out in the sections headed under "Terms of Use of Family Health MedTeam"). For details, please contact the Service Provider via the service hotline at (86) 400 961 0933.
  9. Any dispute arising from the Services shall be resolved by the Service Users and Service Provider directly.
  10. Please take note that whether the medical expenses of any medical service which is not part of the Services can be reimbursed under the eligible medical insurance plan of AIA shall be subject to the terms and conditions and exclusion of the eligible medical insurance plan of AIA, the insured's benefits entitlement and the provision of complete claim documents. For details, please contact AIA for enquiry.
  11. This website contains general information only. It does not constitute as an offer and/or insurance product recommendation. Please contact your insurance intermediary for details.
  12. In case of discrepancy or inconsistency between the Chinese and English version of the terms and conditions herein, the English version shall prevail.