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          ARTICLE

          Your Healthcare Partner in Mainland China: AIA Care Concierge

           

          3-min read

          Updated on 2026-2-27

          Author: AIA Health Proposition Team  

          AIA Care Concierge, Healthcare Partner in Mainland China
          Cross-border travel between Hong Kong and Mainland China for work, family visits, or permanent relocation has progressively become a prevailing norm for many residents in Hong Kong.  According to data from the Hong Kong Immigration Department, Hong Kong residents made 80 million trips to and from Mainland China in 20241, and in Shenzhen alone, Hong Kong residents sought medical care over 700,000 times in 20232. With the rising trend of Hong Kong residents seeking healthcare services in Mainland China, AIA Care Concierge* is dedicated to offering the insured of AIA's eligible products ("Customer") hassle-free healthcare support, ensuring peace of mind when accessing to medical care, no matter the location.

          Hong Kong and Mainland China: Different Healthcare Systems Require Dedicated Support

          Healthcare systems in Hong Kong and Mainland China operate quite differently, from how hospitals are graded, medical services are structured to the way appointments are booked and treatments paid for. For Hong Kong residents, it can take time to adapt. Care Concierge offers Hong Kong insurance industry-first^ healthcare support in Mainland China that integrates (i) dedicated concierge service with a suite of healthcare and support services for the eligible insured and (ii) the medical home visit service for the eligible insured's parents. From diagnosis, treatment to recovery, professional care is offered at Customer's convenience to help give Customer a peace of mind throughout the health journey.

          What Are Grade 3A Hospitals? The Benchmark to Healthcare Excellence

          Hospitals in Mainland China use a "three-tier" grading system where "Class 3, Grade A (abbreviated as "Grade 3A") Hospitals" represent the highest level of medical institutions. These hospitals are renowned for high standards of care including medical resources, clinical expertise, and comprehensive specialist services. By the end of 2023, there were nearly 1,800 Grade 3A Hospitals in Mainland China3.
           
          With Care Concierge, Customers can enjoy priority booking for outpatient and inpatient services. The service covers over 1,000 designated healthcare facilities, including Grade 3A hospitals~, helping Customers reduce waiting times and gain faster access to quality medical care.

          Six Ways AIA Care Concierge Supports Health and Wellness in Mainland China

          Scenario 1: Finding Medical Facility in Mainland China

          Priority Inpatient Booking Service and Priority Outpatient Booking Service: Offers Customers priority booking services at designated healthcare facilities in Mainland China (including Grade 3A hospitals in major cities such as Beijing, Shanghai, Shenzhen, and Guangzhou), minimising waiting times. Whether booking for outpatient or inpatient services, Customers can enjoy faster access to medical care.

          Scenario 2: Navigating the Medical Consultation Process in Mainland China

          Medical Companion Service: A nurse accompanies Customer at the hospital in designated cities in Mainland China to assist with hospital-related administrative procedures, including doctor-patient communication, admission registration, hospital discharge and administrative support prior to applying pre-approval for medical expenses#. 

          Scenario 3: Receiving Inpatient Care in Mainland China

          Inpatient Personal Care Service: Caregiver provides daily personal care (such as body hygiene); and professional care during Customer's hospital stay in Mainland China.

          Scenario 4: Recovering at Home After Discharge in Mainland China

          Home and Personal Care Service: Caregiver provides post-hospitalisation care services in Mainland China such as daily living care, personal and household hygiene and health monitoring to attend to Customer's medical needs at home.

          Scenario 5: Access to Remote Medical Consultations in Mainland China

          Online Family Doctor Service:
          [New Upgraded Service] A designated family doctor (general practitioner) continuously understands Customer's health conditions and provides online medical consultation, prescribes certain medications and coordinates medications delivery%. (Medications and delivery costs will be borne by Customer.) 

          Scenario 6: Care for Parents Living in Mainland China

          Medical Home Visit Service exclusive for insured's parents: In each policy year, policyholders can arrange up to 12 visits per parent. A dedicated nurse visits Customer's parents at home in Mainland China while a general practitioner conducts general health assessment online to understand their health condition and raise health awareness with wellbeing tips. Customer may join the visit virtually to keep abreast of Customer's parents' health. 

          AIA Care Concierge: Your Companion for Healthcare Support in Mainland China

          From booking to companion services, AIA Care Concierge provides Customers with support throughout their healthcare journey in Mainland China, supporting both them and their families. Customers can access quality medical resources in Mainland China through AIA that provide peace of mind. Because at AIA, we believe in helping customers live Healthier, Longer, Better Lives.
           
          Care Concierge is subject to its terms and conditions. Please refer to the service leaflet (click here).
           
          "AIA", "the Company", "We", "our" or "us" herein refers to AIA International Limited (Incorporated in Bermuda with limited liability). "Mainland China" herein refers to the People's Republic of China excluding Hong Kong and Macau. "Hong Kong" and "Macau" herein refer to "Hong Kong Special Administrative Region" and "Macau Special Administrative Region" respectively.
           
          AIA has the sole discretion to suspend or remove this article at any time without notice. This article may not be reproduced or distributed, in whole or in part, without AIA's prior written consent.

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          ^ As of 31 January 2024, compared against similar services offered by major Hong Kong insurance companies.
           
          ~ The selection and number of designated hospitals under the medical network is subject to change by the Service Provider and/or AIA anytime without prior notice. The network hospitals under Care Concierge may include the 3A graded public hospitals as classified by the Ministry of Health of the People’s Republic of China. For the list of the network hospitals, please visit www.aia.com.hk/en/health-and-wellness/healthcare-services/care-concierge or contact the customer service hotline at (86) 4008981618.
           
          #As the pre-approval & cashless service of medical expenses are not part of the services under Care Concierge, please note that the insured who is eligible to use the services under Care Concierge may not be entitled to enjoy the pre-approval & cashless service of medical expenses. The pre-approval & cashless service of medical expenses are available to the insured of AIA’s designated medical plans only and subject to the terms and conditions thereof. For more details, please visit: https://www.aia.com.hk/en/health-and-wellness/pre-approval-medical-expense-cashless-service. 
           
          % The medications which can be prescribed under Online Family Doctor Service are certain over-the-counter medications (i.e. medications without the requirement for a prescription issued by registered medical practitioners), and certain prescription medications. The prescription medications may only be prescribed if the insured submits a valid prescription issued by a registered medical practitioner in Mainland China subject to the relevant local laws and regulations. The prescription of any medication, regardless of whether it is over-the-counter or prescribed medication, is subject to the availability and certain limitations and requirements of the relevant medications, the review of the valid prescription submitted by the insured (applicable to the prescribed medications), and the assessment by the designated family doctor on the suitability and conditions of the insured at the sole discretion of the designated family doctor and/or the Service Provider. The delivery of medications is subject to geographical limitation and certain limitations and/or requirements of the medications. The costs of the medications and the medications delivery shall be borne by the customer and be settled directly with the Service Provider. For details of the prescription and delivery of the medications, please contact the Service Provider.

          a. Care Concierge is subject to terms and conditions. Please refer to its service leaflet: https://www.aia.com.hk/content/dam/hk-wise/pdf/en/Care-Concierge-Service-pre-leaflet-en.pdf. The Services are only available to the insureds of AIA's eligible product(s) only, and are not provided in Hong Kong and Macau.
          b. The Services are provided by the designated independent third-party service provider in Mainland China ("Service Provider") when the insured (and/or the insured's parents (if applicable) is in Mainland China subject to the relevant terms and conditions thereto.
          c. Upon activating the Services, an eligible customer is entitled to use the relevant Services subject to the respective maximum number of usage as set out in the leaflet for the Validity Period provided that the eligible policy remains in-force. If the eligible customer holds multiple policies under which the Services are offered to be used, the same maximum number of usage during the Validity Period shall apply irrespective of the number of policies held.
          d. 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.
          e. Subject to the terms and conditions of the relevant policy, the Services are value-added services and do not form part of the contractual benefit and are non-guaranteed. 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. Please take note that the actual claim reimbursement under the eligible product(s) shall be subject to the provision of complete claim documents, insured's benefits entitlement, exclusion, policy contract, terms and condition of the eligible product(s). For details, please contact AIA for enquiry.
          f. 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 (including but not limited to diagnosis, treatment and medical and healthcare services) by the service provider.
          g. If you have doubts or enquiries, please seek independent advice from other registered medical practitioners before receiving any medical and healthcare service. Please note that none of the Services is applicable for emergency care.
          h. Customers are required to settle directly with the Service Provider for the charges of any services obtained which are not covered under the Services (including but not limited to the expenses as set out in the sections headed under "Terms of Use of Care Concierge Services"). For details, please contact the Service Provider.
          i. The selection and number of designated hospitals under the medical network is subject to change by the Service Provider and/or AIA anytime without prior notice. The network hospitals under Care Concierge may include the 3A graded public hospitals as classified by the Ministry of Health of the People's Republic of China. For the list of the network hospitals, please visit www.aia.com.hk/en/health-and-wellness/healthcare-services/care-concierge or contact the customer service hotline at (86) 4008981618.
          j. As the pre-approval & cashless service of medical expenses are not part of the services under Care Concierge, please note that the insured who is eligible to use the services under Care Concierge may not be entitled to enjoy the pre-approval & cashless service of medical expenses. The pre-approval & cashless service of medical expenses are available to the insured of AIA's designated medical plans only and subject to the terms and conditions thereof. For more details, please visit: https://www.aia.com.hk/en/health-and-wellness/pre-approval-medical-expense-cashless-service.
          k. The medications which can be prescribed under Online Family Doctor Service are certain over-the-counter medications (i.e. medications without the requirement for a prescription issued by registered medical practitioners), and certain prescription medications. The prescription medications may only be prescribed if the insured submits a valid prescription issued by a registered medical practitioner in Mainland China subject to the relevant local laws and regulations. The prescription of any medication, regardless of whether it is over-the-counter or prescribed medication, is subject to the availability and certain limitations and requirements of the relevant medications, the review of the valid prescription submitted by the insured (applicable to the prescribed medications), and the assessment by the designated family doctor on the suitability and conditions of the insured at the sole discretion of the designated family doctor and/or the Service Provider. The delivery of medications is subject to geographical limitation and certain limitations and/or requirements of the medications. The costs of the medications and the medications delivery shall be borne by the customer and be settled directly with the Service Provider. For details of the prescription and delivery of the medications, please contact the Service Provider.

          1. Immigration Department. Statistics on Daily Passenger Traffic.
          2. Public Hygiene and Health Commission of Shenzhen Municipality. 2023年深圳衛生健康十件大事：深圳人的“健康福利”蹭蹭漲. 2024
          3. National Health Commission of the People’s Republic of China. 對十四屆全國人大三次會議第1759號建議的答覆.2025

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