Cancer drug support service
About the service
With selected critical illness or medical plans1, you can access cost-effective cancer medications2,6 through our industry-leading3 “Cancer Drug Support Service”, in collaboration with Prosper Health and Shenzhen New Frontier United Family Hospital (the “Hospital”) in mainland China. This service offers you an option to access cancer medications available in mainland China, helping to reduce medication expenses, provide much-needed peace of mind during this challenging time, and allow you to focus on what matters most—your health and well-being.
Service highlights:
- Cost management: Potentially reduce cancer-related medication expenses by accessing cost-effective cancer medications.
- Support service: A personalized medical case manager5 will assist you in your treatment journey, including verifying with Prosper Health the availability and price of their prescribed medications and coordinating with Prosper Health to schedule7 the appointment of an initial consultation with specialists at the Hospital.
- Convenient transportation: Enjoy a door-to-door limousine service4 between Hong Kong /Macau and the Hospital to receive the initial consultation at the Hospital, providing a seamless and convenient experience by connecting with Prosper Health for the limousine service7.
The services shall only be constituted as a value-added service provided by Manulife and not form part of the contractual benefits nor forming any part of VHIS certified plans. Manulife reserves the right to amend or terminate these services at any time without prior notice.
The content below does not contain all the terms and conditions of policies, and the full terms and conditions are set out in the policy document(s). ManuGuard Medical Plan/Benefit, ManuMaster Healthcare Series/Benefit and ManuShine Healthcare Series/Benefit are available as basic plans or supplementary benefits. Before making a purchase, you should read the policy provisions for the exact terms and conditions that apply to the relevant products. You can ask us for a copy. For product details and key product risks, please refer to the relevant product leaflet.
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How does it work?
Step 1: Contact our health care hotline5
- Upon receiving a cancer diagnosis, reach out to our dedicated health care hotline at +852 2108 1350. Our team is ready to assist you in your treatment journey.
Step 2: Talk to your personalized medical case manager5
- Through the hotline, you will be assigned a personalized medical case manager who will take the time to understand your unique situation. They will guide you on the necessary documents required for this service.
Step 3: Appointment7 with the specialist and limousine service4
- Personalized medical case manager(s) will communicate with Prosper Health and assist the eligible Insured in:
· Verifying the availability and price of their prescribed medication2,6 at the Hospital.
· Scheduling an initial consultation appointment with a specialist appointed by the Hospital.
· Connecting with Prosper Health for the door-to-door limousine service with direct transportation between Hong Kong or Macau and the Hospital either one-way or round-trip provided by third-party limousine service providers engaged by Prosper Health.
Step 4: Initial Consultation and access cancer medication2,6
- During your initial consultation with the specialist at the Hospital, you will receive medical consultation and access to necessary cancer medication. Following the consultation, you have to settle the charges (including consultation and medication) directly with the Hospital.
Eligible Plans
| The Cancer Drug Support Service is available to insured persons covered under any of the following plans (“Eligible Products”) and the eligible policy(ies) must be without relevant exclusion(s): | |
| Medical |
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| Critical illness |
|
For complete product information of VHIS plans, please visit our website at www.manulife.com.hk.
Notes
- To be eligible for Cancer Drug Support Service, the Insured must be confirmed with cancer and the respective diagnosis(es) must be supported by a registered medical practitioner. Each eligible insured can receive at most up to one Cancer Drug Support Service per life regardless of the number of eligible policies they are insured. The eligible policy(ies) must be without relevant exclusion(s).
- The cancer medications are provided by the Hospital, and Manulife will assist customers and coordinate with Prosper Health in making appointments for initial consultation before obtaining the medication.
- Industry-leading is based on comparisons of the administrative services with other publicly available critical illness plans offered by other Hong Kong’s major life insurance companies for individual customers as of March 19, 2025.
- The door-to-door limousine service will be carried out by third-party limousine service providers engaged by Prosper Health. The use of the limousine service is subject to the terms and conditions imposed by Prosper Health and third-party limousine service providers, which are not agents of Manulife and do not act on behalf of Manulife. This one-time service is available upon request. It includes a round-trip transportation between Hong Kong or Macau and the Hospital. Each eligible insured is entitled to a maximum of one limousine service for Cancer Drug Support Service, regardless of the number of eligible policies they are insured. Transportation is permitted only directly between Hong Kong or Macau, and the Hospital.
- No medical diagnosis will be provided, and the information provided is not medical advice or recommendation. It should not be relied upon by the users in their decision making in relation to their medical conditions. If you need any medical care or emergency medical service, please visit doctor for consultation immediately. This service is supportive in nature and not intended to provide or substitute professional medical advice, diagnosis, or treatment nor be regarded as admission of or assume any responsibility or liability on the part of Manulife. Eligible Insured should always seek the advice of physicians or other qualified health providers in relation to any health problems, conditions, treatment or any other matters. This service is available from Monday to Friday between 9:00am to 6:00pm (except Hong Kong public holidays). The service shall only be constituted as a value-added service provided by Manulife and not form part of the contractual benefit. Manulife reserves the right to terminate this service at any time without prior notice. Terms and conditions apply. For details, please refer to the Holistic ‘Medical Professional Support Service’ leaflet.
- The type of cancer medication shall be an oral medication prescribed by specialists, excluding medication administered through injection or infusion. The use of cancer medication shall be subject to availability. The use of the cancer medications is subject to the terms and conditions imposed by Prosper Health and/or the Hospital, which are not agents of Manulife and do not act on behalf of Manulife. Manulife shall make no representation, warranty or understanding as to any of the cancer medications.
- The cancer medications and the initial consultation will be provided and carried out by the Hospital engaged by Prosper Health. The door-to-door limousine services will be carried out by third-party limousine service providers engaged by Prosper Health. The use of the cancer medications, the initial consultation and the door-to-door limousine service are subject to the terms and conditions imposed by Prosper Health, the Hospital and third-party limousine service providers, which are not agents of Manulife and do not act on behalf of Manulife. Manulife shall make no representation, warranty or undertaking as to the availability or quality or price of the cancer medications, initial consultation and the door-to-door limousine service.
Remarks
- The medical service providers are independent contractors and are not employees, agents, or servants of Manulife. Manulife shall not be responsible and/or liable for any services, diagnosis, advice or treatment or other acts or omissions of medical service providers. Manulife shall not be liable for any acts or omission of any other service providers. For the avoidance of doubt, the use of these services does not imply any expenses or diagnoses associated with these services are covered in any of your insurance policy(ies).
- Manulife and its intermediaries do not have relevant licences and/or qualifications to provide medical services. Manulife shall not be responsible or liable for any medical service, product and solicitation effort provided by third-party companies. The service is available to eligible customers only and is subject to the relevant terms and conditions. Manulife and its intermediaries do not provide any medical advice. You should consult your medical advisors for any professional medical advice.
- Each eligible insured can receive at most up to one Cancer Drug Support Service per life regardless of the number of policies they are insured. In any event of dispute as to the eligibility for and entitlement to this service, Manulife’s decision shall be final and conclusive.
- The use of above service is subject to the respective terms and conditions of the third-party service providers.
- Manulife reserves the right to change, terminate or cancel the service, and its provider at any time without prior notice.
- In case of any discrepancy between the English version and the Chinese version of these terms and conditions, the English version shall prevail. In case of dispute, the decision of Manulife shall be final and conclusive.
Terms and conditions
The Cancer Drug Support Service -- Terms and Conditions:
A. General Provision
1. Except as otherwise specified in these terms and conditions, all policy provisions applied to Eligible Products as defined above shall have full force and effect. The Cancer Drug Support Service shall only be constituted as a value-added service provided by Manulife and not form part of the contractual benefit. The Eligible Products shall be subject to the respective policy provisions at all times. Manulife shall have the right to revise and/or update the terms and conditions of the Cancer Drug Support Service from time to time and/or suspend or terminate the Cancer Drug Support Service at any time without prior notice. In case of disputes, Manulife’s decisions shall be final and conclusive. In the event of any conflict between the terms and conditions for the Cancer Drug Support Service and the respective policy provisions of the Eligible Products, unless otherwise stated herein, the respective policy provisions of the Eligible Products shall prevail.
2. The terms and conditions of the Cancer Drug Support Service shall be governed by the applicable laws of Hong Kong. In case of any discrepancy between the English version and the Chinese version of these terms and conditions, the English version shall prevail. In case of dispute, the decision of Manulife shall be final and conclusive.
B. About the Cancer Drug Support Service
These terms and conditions shall apply to the Cancer Drug Support Service. Please read the following terms and conditions carefully.
1. The Cancer Drug Support Service does not constitute an offer, advice, recommendation, solicitation or invitation by or on behalf of Manulife to Insured.
2. The Cancer Drug Support Service is in collaboration by Manulife and Prosper Health.
3. The Cancer Drug Support Service is only available to Insured with Eligible Products.
4. The Cancer Drug Support Service is only applicable to Eligible Products issued in Hong Kong and Macau.
5. The Cancer Drug Support Service will be available from Monday to Friday between 9:00 a.m. to 6:00 p.m. (except public holidays in Hong Kong and Mainland China).
6. Through the Cancer Drug Support Service, Personalized Medical Case Manager(s) will communicate with Prosper Health and assist the eligible Insured in:
- Verifying with Prosper Health the availability and price of their prescribed medication (“Medication”) at the Hospital;
- Coordinating with Prosper Health to schedule the appointment of an initial consultation with a specialist appointed by the Hospital (“Consultation”);
- Connecting with Prosper Health for the limousine service with direct transportation between Hong Kong or Macau and the Hospital either one-way or round-trip provided by third-party limousine service providers engaged by Prosper Health (“Limousine Service”).
7. The type of Medication shall be an oral medication for cancer prescribed by specialists, excluding any formulation administered through injection or infusion.
8. To be eligible for Cancer Drug Support Service, the Insured must be confirmed with cancer and the respective diagnosis(es) must be supported by a registered medical practitioner.
9. Our Healthcare Hotline staff and Personalized Medical Case Manager(s) has/ have medical background and is/ are qualified nurse(s). Their services are supportive in nature, and not intended to provide or substitute professional medical advice, diagnosis, or treatment nor be regarded as admission of or assume any responsibility or liability on the part of Manulife. Eligible Insured should always seek the advice of physicians or other qualified health providers in relation to any health problems, conditions, treatment or any other matters.
10. The Cancer Drug Support Service shall not be applicable to emergency medical conditions.
11. The fees for the Medication and the Consultation shall be paid by the eligible Insured directly to the Hospital upon completion of consultation.
12. The Medication and the Consultation will be provided and carried out by the Hospital engaged by Prosper Health. The Limousine Service will be carried out by third-party limousine service providers engaged by Prosper Health. The use of the Medication, the Consultation and the Limousine Service are subject to the terms and conditions imposed by Prosper Health, the Hospital and third-party limousine service providers, which are not agents of Manulife and do not act on behalf of Manulife.
13. Each eligible insured can receive at most one Cancer Drug Support Service per life regardless of the number of eligible policies they are insured.
14. Prosper Health, the Hospital and third-party limousine service providers are independent contractors and are not employees, agents or servants of Manulife. Manulife shall not be responsible for any fault, negligence and/or default in relation to the Medication, the Consultation and the Limousine Service. Manulife shall make no representation, warranty or undertaking as to any of the Medication, the Consultation and the Limousine Service. Manulife shall not be liable for any diagnosis, advice, treatments, acts, and services provided by such independent contractors. The ultimate decision to use the Limousine Service is at the discretion of the eligible Insured and other passenger(s) of the Limousine Service. The eligible Insured and other passenger(s) of the Limousine Service shall be responsible for such decision.
15. Manulife shall not be liable for any damages, losses, claims, costs or proceedings that may be incurred or suffered by the eligible Insured, policyholder and other passenger(s) of the Limousine Service arising out of or as a result of the use of the Limousine Service.
16. Prosper Health is not an insurance intermediary and does not provide insurance advice or services.
17. The Limousine Service may be subject to service charges payable to and determined by Prosper Health, the Hospital and third-party limousine service providers from time to time. Except as agreed by Manulife, Manulife shall not be responsible and/or liable for any transactions therein or any default in the services offered by Prosper Health, the Hospital and third-party limousine service providers.
18. The eligible Insured may discontinue the services provided by the Personalized Medical Case Manager at any time by notifying the Personalized Medical Case Manager.
19. Manulife reserves the right to change, terminate or cancel the Cancer Drug Support Service in whole or in part, as well as changing the service providers at any time without prior notice. Manulife’s decision shall be final and conclusive.
20. In any event of dispute as to the eligibility for and entitlement to the Cancer Drug Support Service, Manulife’s decision shall be final and conclusive. 21. For the detailed terms and conditions of the Limousine Service, please refer to the Registration Form of the Limousine Service.
21. For the detailed terms and conditions of the Limousine Service, please refer to the Registration Form of the Limousine Service.
Limousine Service -- Terms and Conditions:
A. General Provision
1. Except as otherwise specified in these terms and conditions, all policy provisions applied to Eligible Products as defined above shall have full force and effect. The Limousine Service shall only be constituted as a value-added service provided by Manulife and not form part of the contractual benefit. The Eligible Products shall be subject to the respective policy provisions at all times. Manulife shall have the right to revise and/or update the terms and conditions of the Limousine Service from time to time and/or suspend or terminate the Limousine Service at any time without prior notice. In case of disputes, Manulife’s decisions shall be final and conclusive. In the event of any conflict between the terms and conditions for the Limousine Service and the respective policy provisions of the Eligible Products, unless otherwise stated herein, the respective policy provisions of the Eligible Products shall prevail.
2. The terms and conditions of the Limousine Service shall be governed by the applicable laws of Hong Kong. In case of any discrepancy between the English version and the Chinese version of these terms and conditions, the English version shall prevail. In case of dispute, the decision of Manulife shall be final and conclusive.
B. About the Limousine Service
These terms and conditions shall apply to the Limousine Service. Please read the following terms and conditions carefully.
1. The Limousine Service does not constitute an offer, advice, recommendation, solicitation or invitation by or on behalf of Manulife to Insured.
2. The Limousine Service is in collaboration by Manulife and Prosper Health.
3. The Limousine Service is only available to Insured with Eligible Products.
4. The Limousine Service is only applicable to Eligible Products issued in Hong Kong and Macau.
5. The Limousine Service will be available from Monday to Friday between 9:00 a.m. to 6:00 p.m. (except public holidays in Hong Kong and Mainland China).
6. Through the Limousine Service, Personalized Medical Case Manager(s) will communicate with Prosper Health and assist the eligible Insured in connecting with Prosper Health for the Limousine Service with direct transportation between Hong Kong or Macau and Shenzhen New Frontier United Family Hospital either one-way or round-trip provided by independent third-party service providers engaged by Prosper Health.
7. Our Healthcare Hotline staff and Personalized Medical Case Manager(s) has/ have medical background and is/ are qualified nurse(s). Their services are supportive in nature, and not intended to provide or substitute professional medical advice, diagnosis, or treatment nor be regarded as admission of or assume any responsibility or liability on the part of Manulife. Eligible Insured should always seek the advice of physicians or other qualified health providers in relation to any health problems, conditions, treatment or any other matters.
8. The Limousine Service shall not be applicable to emergency medical conditions.
9. Upon successful booking, an email confirmation of Limousine Service will be sent to the eligible insured by Prosper Health.
10. Except otherwise specified, the charges and surcharge for the Limousine Service (if applicable) shall be paid by the eligible Insured. The Limousine Service will be carried out by third-party limousine service providers engaged by Prosper Health. The use of the Limousine Service is subject to the terms and conditions imposed by Prosper Health and third-party limousine service providers, which are not agents of Manulife and do not act on behalf of Manulife.
11. Prosper Health and third-party limousine service providers are independent contractors and are not employees, agents or servants of Manulife. Manulife shall not be responsible for any fault, negligence and/or default in relation to the Limousine Service. Manulife shall make no representation, warranty or undertaking as to the Limousine Service. Manulife shall not be liable for any acts and services provided by such independent contractors. The ultimate decision to use the Limousine Service is at the discretion of the eligible Insured and other passenger(s). The eligible Insured and other passenger(s) shall be responsible for such decision.
12. Manulife shall not be liable for any damages, losses, claims, costs or proceedings that may be incurred or suffered by the eligible Insured, policyholder and other passenger(s) arising out of or as a result of the use of the Limousine Service.
13. Prosper Health is not an insurance intermediary and does not provide insurance advice or services.
14. The eligible Insured may discontinue the Limousine Service provided by the Personalized Medical Case Manager at any time by notifying the Personalized Medical Case Manager.
15. Manulife reserves the right to change, terminate or cancel the Limousine Service in whole or in part, as well as changing the service providers at any time without prior notice. Manulife’s decision shall be final and conclusive.
16. In any event of dispute as to the eligibility for and entitlement to the Limousine Service, Manulife’s decision shall be final and conclusive.
C. Availability Criteria:
1. Reservation by eligible Insured is required. In case of dispute, the decision of Manulife shall be final and conclusive.
2. To be eligible for Cancer Drug Support Service, the Insured must be confirmed with cancer and the respective diagnosis(es) must be supported by a registered medical practitioner.
3. Eligible Insured shall make reservations for the Limousine Service by filling in the booking form.
D. Usage and Charges:
1. Each limousine shall only be used by one eligible Insured with one caretaker.
2. All “regulated activity” as defined in Insurance Ordinance (Cap.41) and “insurance intermediary business” as defined in Article 2(a) of the Legal Framework for the carrying on of Insurance Intermediary Business as approved by Decree-Law No. 38/89/M of 5 June are prohibited in the limousine.
3. The charge and surcharge (if any) of the Limousine Service will be billed directly to the eligible Insured by third-party limousine service providers engaged by Prosper Health.
4. For the latest charge of a one-way trip under this Service, please contact our personalized medical case manager for details. The charge of a round trip will be twice that of a one-way trip.
5. The Limousine Service may be subject to service charges payable to and determined by Prosper Health and third-party limousine service providers from time to time. Except as agreed by Manulife, Manulife shall not be responsible and/or liable for any transactions therein or any default in the services offered by Prosper Health and third-party limousine service providers.
6. According to the information provided by Prosper Health, the use of the Limousine Service may result in surcharge, which shall be paid by eligible Insured to the driver who provides the Limousine Service in cash, WeChat Pay or Alipay (in RMB only) immediately upon arrival at the drop-off points. Manulife is not responsible for the accuracy, completeness or authenticity of such information. For the latest surcharge is listed in the following table.
| Surcharge | Amount |
Overtime Waiting Period Upon arrival at the designated pick-up location, the maximum waiting period is 30 minutes from the scheduled pick-up time. Surcharge will be charged starting from the 31st minute. |
A surcharge of RMB 360 per hour will be charged for overtime waiting period. (If the overtime waiting period is less than 1 hour, surcharge will be counted as 1 hour.) |
Overtime Waiting Period When going through customs, the maximum waiting period is 30 minutes. In the event of any personal reasons of eligible Manulife customers and his/her caretaker, e.g. personal items being questioned by customs or loss of luggage, surcharge will be charged starting from the 31st minute. |
A surcharge of RMB 360 per hour will be charged for overtime waiting period. (If the overtime waiting period is less than 1 hour, surcharge will be counted as 1-hour.) |
Late charge on reservation cancellations Cancellation of any reservation occurs less than 4 hours before the scheduled pick-up time, late charge will be charged. |
A surcharge of 100% of the total service fees will be charged for such reservation cancellations. The entitlement of one Limousine Service (round trip) will be regarded as being used up. |
Late charge on reservation changes Modification of any reservation occurs less than 4 hours before the scheduled pick-up time, surcharge will be charged. |
A surcharge of 50% of the total service fees will be charged for such reservation cancellations. The entitlement of one Limousine Service (round trip) will be regarded as being used up. |
7. Prosper Health and third-party limousine service providers have sole discretion to suspend or refuse the Limousine Service or reservation based on safety reasons and/or bad weather situations. Manulife shall not be held responsible for any delay and loss incurred by the eligible Insured and other passenger(s). Situation includes, without limitation to, typhoon, rainstorm, road conditions, safety concerns for passengers, drivers, or road users, and stowage of overload/oversized/irregular luggage items.
In case of any discrepancy between the English version and the Chinese version of these terms and conditions, the English version shall prevail. In case of dispute, the decision of Manulife shall be final and conclusive.
*This complimentary service includes direct round-trip transportation between Hong Kong or Macau and the Hospital. Each eligible insured is entitled to one complimentary limousine service (round trip) for an initial consultation of the Cancer Drug Support Service, arranged by Prosper Health, during the campaign period (March 20, 2025, to June 19, 2025), regardless of the number of eligible plans they are insured. Terms and conditions apply. For details, you can refer to The Cancer Drug Support Service leaflet.
The use of the door-to-door limousine service may result in surcharge, which shall be paid by eligible Insured to the driver who provides the door-to-door limousine service in cash, WeChat Pay or Alipay (in RMB only) immediately upon arrival at the drop-off points. Manulife shall not be responsible and/or liable for any surcharge of the door-to-door limousine service. The limousine service will be carried out by third-party limousine service providers engaged by Prosper Health. The use of the limousine service is subject to the terms and conditions imposed by Prosper Health and third-party limousine service providers, which are not agents of Manulife and do not act on behalf of Manulife. Manulife shall make no representation, warranty or undertaking as to any of the limousine service. For details of the limousine service, you can refer to The Cancer Drug Support Service leaflet. In any event of dispute as to the eligibility for and entitlement to this promotion, Manulife’s decision shall be final and conclusive.
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